Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Progyny as my secondary insurance, based on coordination of benefits. I had clear pre-authorization from Progyny from April to June 2024, for covered services, that I can show to any legal authority.However, Progyny claims that the authorization was cancelled, which I had no information from them about at the time. I got a bill from a genetic testing clinic, that Progyny denied despite the service being covered and provided within the authorization period. The bill was sent to me in December 2024 that I forwarded to Progyny to resolve. The billing team took 5 months to investigate it, bringing us to April 2025. Now they are telling me that it is too late to file this claim as their deadline has passed. Even though, I had no control of this timeline. This experience has been extremely stressful. Please look into the situation, before I move to seek legal help.

  Business Response

  Date: 05/01/2025

  We're currently reviewing this. Because the invoice was submitted to us so close to timely, and still required coordination of benefits between the two carriers, timely filing lapsed before that could be completed.  We recommend you reach out to a Supervisor to discuss as we continue to see if your carrier will make an exception to process.

  Best,

  Progyny Member Services

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  ****** *
  
  
   
  
  

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding a surprise medical bill and an insurance processing issue involving ****** and my insurance provider, Progyny.On September 28, 2023, I completed genetic testing with ******, which is covered under my insurance plan provided by Progyny. Last year, I requested Progyny to redirect all my bills to my wife's account, as we should be both on the same plan. Following this request, the bill from ****** was transferred to Progyny, after which I received a bill for $543.15an amount significantly higher than what I was originally quoted.Before the testing, my clinic had informed me the cost would be approximately $100. When I contacted ****** about this unexpected charge, they acknowledged the discrepancy and agreed to offer a self-pay discount, bringing the total to $100. However, since Progyny had already processed the claim, they refused to revert the bill back to ****** and insisted I pay the full $543.15 directly through ******* is both confusing and frustrating that the out-of-pocket cost through insurance is over five times higher than the self-pay amount. This is clearly a surprise bill, and I believe it is unfair and misleading to be penalized financially for using my insurance. Additionally, the inability to transfer the bill to my wifes account, despite being on the same plan, has only added to the complexity and distress of this situation.I am seeking a resolution that honors the original self-pay amount of $100 as agreed upon with ******, and for Progyny to cooperate in either reverting the billing or adjusting their charges accordingly.Thank you for your attention to this matter.

  Business Response

  Date: 04/23/2025

  Good day,

  We have reviewed this in detail with the member and are more than willing to do so again.  In June 2024 we were asked by the member to authorize and cover the testing which had been billed to the member's medical insurance.  We did this as requested.  In March 2025 we explained that the bill received by Progyny was accurate as it was the member's financial responsibility for the covered service and reprocessed claim. The price quoted by ****** seems to be the self pay rate.  As this was raised to us in March 2025, we've unfortunately passed timely filing and beyond the point at which claims can be reprocessed, as the date of service is 2023.  As such, it's not possible to recoup claims from the carrier to have the self pay rate apply.  

  If the member has any questions regarding timely filing and claims processing, as determined by his underlying medical insurance, we are happy to explain.

  Best,

  Progyny Member Services

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am working with Progyny as my secondary insurance, where I pay out of pocket after my primary and then submit manually to Progyny for reimbursement. Supposedly, the time from reimbursement form submission to the time you receive the reimbursement check should be around 90 days. For me, it has been 6 months. It seems like they are purposely dragging out thenreinbursement process to avoid paying. They would ask for additional documentation for X claims, I would respond within 1-3 days with what they requested - then 4-6 weeks later they ask for documentation for Y claims that they didn't ask for previously. This happened 3 times in a row, with me requesting updates many times in between before they get back to me. They also initially told me at the beginning of the process, in email, that medications with a cost share from my primary were eligible for reimbursement. 6 months later after they've requested additional documentation for those claims, they tell me that medications with a cost share are NOT eligible. Because of the inaccurate information given to me at the start, I am losing out on $2251 in reimbursement that could have been avoided. When they finally did submit everything for reimbursement, they were missing 4 eligible claims that amounted to $1923. Had I not spoken with a supervisor and asked for additional and specific information for what was submitted, that would have been missed. Now this week, I received an email stating my reimbursement case had been approved and that I would receive a check within 2-3 weeks, and that my case had been closed. I responded asking for details; were all 3 reimbursement cases approved? What was the total amount that was being sent? They responded with a total amount that is 1/4 of what it should be, and now I am AGAIN trying to get answers and resolution. This is the worst process and communication I have ever experienced, and I have been in Healthcare for 14 years.

  Business Response

  Date: 04/02/2025

  We've reached out to the member several times to speak about the challenges she's had.  One of her cases is processing, two have been reimbursed, and one was deemed by the carrier as not eligible for reimbursement.  Our Escalation Team can speak to the member regarding the timeline and case that is still processing. The carrier ultimately determines what can be processed and occasionally there are carrier delays in resolution.

  Best,

  Progyny Member Services

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used my Progeny benefit provided by my employer to book a fertility new patient consultation appointment on Feb 28, 2024, which I was told would be fully covered with this benefit. Before booking this appointment, I had contacted the health care provider and ***************** team and they verbally confirmed that this appointment would be fully covered by this benefit. I received the prior authorization from insurance and confirmed that the practice (Seattle Reproductive Medicine) had received it. However after the appointment they sent me a bill charging me the full amount of the appointment ($302.94), with nothing covered by them as I was told it would be. I tried contacting them and escalating to the supervisor, during which time they explained there is a minimum amount I need to pay before the benefit starts covering the cost, which I was not told prior to the appointment and was directly misinformed that the appointment would be fully covered. I only booked the appointment because I was told the cost would be covered by my health benefit. Otherwise I would not have booked this appointment. I have not paid the bill yet and I would like to request they adjust the bill to cover the cost on their end as I was told they would I would not owe anything for this appointment.

  Business Response

  Date: 10/23/2024

  We've reviewed this and have confirmed that the bill is accurate.  For all covered services there is financial responsibility. A deductible is owed, then the cost is shared with insurance (co-insurance) up to the annual out-of-pocket maximum as determined by the medical plan.  This was explained and is in the Member Guide, on the authorization confirmation emailed, as well as plan documents provided by employers. Progyny does offer payment plans to help with the cost and can set a payment plan up over the phone by calling the number on the invoice.

  Best,

  Progyny 

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is impossible to get ahold of. They send you bills with writing in red, you go on their website to make a payment and you have to pay the bill in full ( thousands of dollars at some points). You have to call to make a partial payment and they NEVER answer the phone. I have called 6 times in the past few months and I can never get anyone to answer the phone after waiting 30, 40, 50 minutes. I am AT WORK also and they don't have extended or weekend hours. EVERY single time I call it says " we are experiencing extended wait times". You go on your logon and try to send message to billing and they tell you to call. They are extremely disconnected if they think people will just pay their full bill instead of in increments just because they make you call.. maybe their call volume would be lower if they answered the phone. They give you the option to put a call back through at THEIR convenience and then they call when I am busy with work. It should be illegal for a company to send you a bill, require you to call to make a payment, and then NEVER answer the phone. Right now is the third day in a row I have called and been on hold over 30 minutes. They have no automated phone system to make partial payments either. This has been gong on for almost 3 months.

  Business Response

  Date: 08/30/2024

  While we do offer payment plans, it's accurate that their are parameters for members to pay their owed financial responsibility as determined by their medical insurance.  On average, calls are answered in well under 30 seconds so it's possible that the wrong number is being called.  We have asked someone from our billing department to reach out to this member to resolve any remaining concerns.

  Best,

  Progyny Member Services

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lack of timely payment. I paid $1080 out of pocket in October 2023 for medication that was covered by my plan. I submitted a claim with documentation for reimbursement. It is now April 2024 and I have not received reimbursement. Every time I ask Progyny for a status update, customer service says they will investigate and get back to me. No further information has been provided.

  Business Response

  Date: 05/06/2024

  Member Services is in touch with this member regarding this case.  It was initially denied by the carrier in error and is being reprocessed currently and all teams are working to expedite.

  Best,

  Progyny Member Services

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  I am still awaiting payment and resolution.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 05/29/2024

  This member's issue was resolved and this was communicated to her at resolution.

   

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Progyny owes me over $10,000 in reimbursement for services covered under the Progyny benefit through my spouses employer. The services occurred last September-October, *************************************************** December 2023-early January 2024. The member guide based off of Progynys agreement with my spouses employer states that reimbursement can take up to 90 days. On March 9th, 2024, I received notice that my reimbursement was processed, and the check had been mailed. As of April 5th, 2024, the reimbursement has not arrived. On April 1st, I contacted my assigned PCA to notify her. At which point I was told that there must have been a problem, and she would work to reissue the check. I was also told that the 90 days was a minimum time frame. When I cited the member guide implying it was a maximum time frame, I was told if there were any issues with the reimbursement (including a check disappearing), that meant reimbursement could take longer than 90 days (essentially negating the time frame). I was promised updates, received none after three days, and my check has still not been reissued a week after reporting the complaint. After asking for an update, I was told that a stop payment had been issued on the original check, but they had not reissued a new check. No explanation was given.I am requesting that Progyny adheres to the information in the member guide and sends my reimbursement as soon as possible, with either a tracking number or via Certified Mail.

  Business Response

  Date: 04/11/2024

  We had resolved this case prior to receipt of this reported issue.  It is true that while we have a 90-day turnaround, if checks are lost/stolen on route to the member it may add additional time.  This check was re-issued and information was provided directly to the member.

  Best,

  Progyny Member Services

• Initial Complaint

  Date:03/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Progeny has charged me with a bill that is a lot higher than what they actualy paid the doctors clinic. They refuse to provide me with the detailed explanation for the itemized bill despite repeated phone calls. The doctor's ****** has provided me with the details of the itemized bill that is far lower than what Progeny is claiming to have paid.

  Business Response

  Date: 03/29/2024

  Progyny ****** Services Escalation Team has reached out to the member to clarify that invoices received are the itemized invoices.  If there is a concern that claims are being submitted for services not rendered, we can clarify that with the member.  

  Best,

  Progyny ****** Services

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repeated over charging on invoices related to my IVF treatment, well after I had reached my out of pocket maximum. Even now they owe me USD ****** which their billing department has sent me in writing is owed to be refunded to me, but over 6 months have passed and their finance department has not refunded the money. Overall terrible experience with hours spent on the call center explaining my issues over and over again, with no accountability or patient orientation from them

  Business Response

  Date: 03/19/2024

  We're aware of the carrier over accumulating and have been working with them to resolve the issue to ensure the member is refunded, if applicable.  

  The member is in touch with the correct point of contact and has gotten recent updates. 

  Best,

  Progyny Member Services

  Customer Answer

  Date: 03/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Progyny provided me with fertility insurance coverage through Aetna. I was billed for services I had during IVF treatment and paid more than $4K in bills to cover my deductible and out of pocket maximum. This is more than the $3K that was my out of pocket maximum for the year. Progyny has continued to charge me bills beyond what I've already paid and I cannot get them to cancel the bills, despite having reached my OOP maximum already.

  Business Response

  Date: 03/06/2024

  We've been in touch with the member to let them know that we reached out to her medical carrier who appears to have over accumulated financial responsibility. In these cases, the carrier typically adjusts and members are refunded.  We'll continue to monitor on her behalf.

  Best,

  Progyny Member Services