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:01/03/2023

  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.

  We use Progyny as our fertility insurance provider through my husband's employer. We used an out-of-network service that's covered in our plan and submitted a reimbursement request in mid-June 2022. The reimbursement request had a reimbursement ETA of 90 days. Those 90 days were up 3.5 months ago and we still haven't received thousands of dollars in reimbursement. We've communicated multiple times per week with our representative for months learning there's no update and still haven't seen the reimbursement. On a recent call with a representative supervisor I learned we're not alone in waiting for reimbursement. As I understand it, this is in violation of ********** Insurance Code ****** and we need that money.

  Business Response

  Date: 01/17/2023

  We have been in touch with the member directly to resolve the claims delay.  We'll continue to keep her updated until resolution.

   

  Best,

  Progyny Member Services

  Customer Answer

  Date: 01/18/2023

  Better Business Bureau:
  
  Thank you for your help on this matter! I have reviewed the response made by the business in reference to complaint ID ********. Progyny contacted me on 1/10/2023 to inform me they're reimbursing me the expected amount and that they'll contact me within 2 weeks (i.e. 1/24) with the check information (e.g. the check number). If they do not follow through on their commitment, I'll reach out to BBB, if that's acceptable because I think BBB has contributed to their progression on this issue. 

  
  Thank you for your efforts to keep businesses following through on commitments!
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:12/20/2022

  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 had ***** analysis with huntington reproductive center(HRC) at encino in Sept. I paid $180 using my credit card. HRC is in net provider with Progyny. I submitted reimbursement request to Progyny. After couple days, a rep contacted me regarding my requesr and suggest that reimbursement will take up to 90 days and they offer another solution which is to refund everything to me and HRC directly charge them and I just pay coinsurance to Progyny. Eventually I received the bill from Progyny but never received my refund. Eventually I was double charged by both health clinic and progyny. I contacted them multiple times since Oct and my progyny bill due in Oct, the issue still has not resolved. They always say that waiting for response from HRC.

  Business Response

  Date: 01/03/2023

  Progyny has been in touch with the member and has reached out to the clinic, regarding the reimbursement.  ****** has been updated and we consider this matter resolved, pending third party reimbursing the member. Best, Progyny ****** Services

• Initial Complaint

  Date:11/29/2022

  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.

  We partnered with progyny on May of 2022, I had a procedure that we had to pay out of pocket for, close to 5 thousand dollars, prior to the procedure we were advised all was covered and all we needed to do was file a claim and provide receipt of payment. Procedure was done July of 2022 and the claim was submitted same day of procedure. We were advised it would take 90 days after claim was submitted to receive reimbursement. We were told Late October to early November we should be expecting reimbursement, it is now end of November and we were advised that claim had to be resubmitted and that we will need to wait even more time. This is a poor experience for a couple going thru IVF. We have called several times and all we get is a generic, and i can't stress this enough, generic answer saying that "someone will get in touch with you". No explanation has been given as to why it is being extended, and no offer of resolution has been given. Disappointed is the

  Business Response

  Date: 12/20/2022

  Prior to receipt of this complaint, the member was informed that this was resolved and a check had been issued.  We've reached out to them directly to discuss and hear feedback with no response to date.  We consider this resolved as the reimbursement was completed, and the member informed as to the reason for the third party delay. 

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair 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.

  After I started my new job this year, I booked a healthcare appointment and was told it'd be $150. Since I haven't received my new healthcare insurance ID, I pre-paid so I can have the appointment. Once I received my insurance ID, ******************** informed me that this appointment would be covered 100%, and in fact they cover two of these per year. So, as instructed by Progyny, I asked the healthcare provider to re-process my bill. My provider refunded me and billed Progyny instead. I was extremely surprised when Progyny came back to me and told me after they processed the claim, I now owe them $400, more than double the amount of what I paid the healthcare provider and the cost of the appointment. I don't understand how a $0 bill became $400, and how the appointment, clearly priced at $150 by my doctor's ******* now has a new $400 price tag on it. I also asked can I please just pay my doctor directly and even though my doctor's ****** said yes, Progyny said they can't retract the claim and I'd still owe them $400. I had such high expectations of Progyny after hearing great reviews and am thoroughly disappointed. My desired resolution is for Progyny to fulfill their original promise and pay for this bill in full.

  Business Response

  Date: 11/21/2022

  Prior to receiving this complaint, Progyny ****** Services had reached out to this member to resolve her open item related to self-pay discounted rates.  This has been resolved.

  Customer Answer

  Date: 11/30/2022

  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:

  Progyny offered a satisfactory proposal which is re-billing this bill to allow self-pay on this one and also another incoming bill. However, the re-******** are still processing and I still see a past due of the original amount in my Progyny portal. So I don't consider this resolved just yet. Thanks. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/12/2022

  Bill processing can take up to 90 days.  Once completed, this will be resolved.  Please reach out to your ************ Advocate with any questions and they'll continue to update you.

  Customer Answer

  Date: 12/17/2022

  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. Thank you!
  
  
  
   
  
  

• Initial Complaint

  Date:10/21/2022

  Type:Order 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 is a COB issue. My primary insurance covers infertility diagnostics so some claims were required to go through my primary first. I was told by Progyny that once I receive my EOB from my primary, I could submit it to Progyny for reimbursement. I received my EOBs and submitted them to Progyny. I was then told I would have to pay all of the claims myself (despite having 100% coverage at this point), and then they would reimbursement me three months later; I would equate this misinformation as a misquote. It is unacceptable. I spoke with a supervisor at Progyny and explained the situation and difficulty paying for covered care myself and then being reimbursed 3 months later. It was a complete waste of time - she cared so little and lacked so much empathy that by the end of the call I could just hear her typing on her computer. Her explanation for the terrible process? "This is how healthcare in the US is unfortunately." I think she actually made me angrier about the situation than the situation itself. Going through infertility is hard enough without having to essentially pay twice upfront (once for my benefit and another time to front the money for services). I asked her if she had ANY solutions or patient assistance options to help our situation and she said no. Progyny states they are dedicated to "continuously implementing quality improvements that deliver compliant and sustainable solutions and processes." Instead, I was met with an "not my problem, it is what it is" attitude. I even asked if I could write a letter describing how this negatively impacts treatment access and she said it would make no difference and wouldn't be read. She said their company has no oversight (e.g., insurance commission) and I have no other avenues to pursue. I can put the charges on my credit card, or I can be sent into collections."Our Mission to make any members dream of parenthood come true through a healthy, TIMELY and SUPPORTED fertility and family blinding journey."

  Business Response

  Date: 10/28/2022

  Our team has been in touch with the member directly to help resolve coordination of benefits between her primary and secondary insurance.  Because of the private nature of the claims, we won't enumerate them here but are working actively with the member to resolve on her  behalf.

  Best,

  Progyny Member Services

  Customer Answer

  Date: 11/03/2022

  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 have received initial contact from Progyny  However, there is still no resolution to the described issues as I have not heard back from them since. I am hopeful my issues can be resolved but at this point they are still pending with no updates or resolution. Because a response to this message is due within 6 days, I am providing an update. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/02/2022

  Progyny ****** Services continues to work with the member and her clinic to resolve the issue.  While resolution is not completed yet, next steps have been identified and a path forward has been determined.

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair 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.

  Was told that a reimbursement claim had been approved in writing as of March 2022. Did not receive reimbursement for almost $10k by June (90 days). Have frequently called to check on status only to be told they need to check with processing team and will get back to me. They rarely actually get back to me. Finally was told that claim wasnt actually processed until May and so would receive in August. Still have not received and when I ****** always told that they need to check with claims and someone will get back to me. They never do. Its same story every phone call. Well check and get back to you. MeantimeI have been out this $$ since we paid out of pocket in December. This is a considerable financial hardship and we are about to have a baby and have expressed the need for the money to be paid in timeframe expected. However we have not been able to make any progress in getting our money even though we have been told its approved. Considering legal action as I feel like we are being given little choice since we are not making progress in getting our money back.

  Business Response

  Date: 08/25/2022

  We have been in touch with the member directly to resolve the delay with her carrier's processing time.

  Best,

  Progyny

  Customer Answer

  Date: 08/25/2022

  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:07/22/2022

  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'm writing in reference to account *********.I was unaware until I received your email today, 6/23/22 of my over due balance. Timeline: 11/20: When I signed up for Progyny I made them aware of my other insurance under FED BLUE. I also made shady grove fertility aware of my secondary insurance. 11/20-12/20: i received diagnostic fertility treatment at shady grove and quest diagnostics 2/21: Progyny states they sent me a ****. I did not receive it. I confirmed the address with them, it was sent correctly. Given how unreliable everyone knew mail was at that time, it doesnt surprise me that I never got it. 6/23/22: I received an email stating I have an unpaid balance. I called immediately. They stated they did not have my secondary insurance on file and that FED Blue may not accept it as my services were provided over a year ago. They requested payment in full although they did not follow up with me in over a year. I was instructed to see if Fed Blue would make an exception for the claim and process it. I was told Progyny would send it over. They recommended i try to conference call with them and FED blue. They provided a number - I called FED Blue and tried to connect them with Progyny, we waited on hold for 15 min before Fed blue said theyd follow up directly. - Fed blue called me back and stated that Progyny will not file the claims, i will have to do so myself for each provider. They were unable to tell me if they will accept these claims as it is over a year. Due to Progynys lack of timeliness in following up with these open charges despite being provided with my secondary insurance, I will not be paying the claims out until I know what Fed Blue is willing to cover. Any charges that would have been covered if these claims had been filed within 365 days, but now won't be due to Progynys delay, I will not be covering. Progyny, In order to receive your funds as quickly as possible:- File the claims with Fed blue directly, once they pay their portio

  Business Response

  Date: 07/29/2022

  Hello,

   

  Thank you for the opportunity to address your questions.  We will reach out to you directly and assist you with opportunities to resolve.

   

  Best,

  Progyny

  Customer Answer

  Date: 08/03/2022

  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:

  [Your Answer Here]

  I prefer to address this issue through the better business bureau as my previous attempts to work directly with you were met with no response or inconsistent information.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 08/04/2022

  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:

  First of all, I give permission to Progyny to discuss my health related information here, as I did initiate this process.

  Second of all, I am requesting

  - the necessary documents to file claims with my secondary insurance company

  - the time needed for them to process

  I am then happy to pay the difference in full to Progyny. 

  Despite your answer that you felt your attempts to reach me in March/feb of 2021 and making no other attempts to reach me was sufficient; clearly your change in communication indicates it was not. I have heard from you multiple times via email since 6/15 and 6 times via text. 

  you also indicate via your email that you suggested setting up a conference call with my secondary insurance company; which I did. You were unable to provide useful information (or consistent) at that time. 

  I prefer to hash this out with the BBB involved. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/05/2022

  We have again responded directly to the member with an offer to resolve and with recommendations on how to do so. 

  We will continue to work directly to attempt to assist the member with her attempt to submit documentation to another entity.

   

  Best,

  Progyny

• Initial Complaint

  Date:05/27/2022

  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.

  My wife ******************* and I signed up for Progyny fertility benefits through UMR starting April 1, 2022. At this time we were in middle of IVF treatment; and we were told by Progyny that all fertility related procedures that had date of service between April 1 and April 23 when insurance was effective will be covered by Progyny. Progyny approved pre-authorization request for codes S4011 and **** sent by our clinic Aspire-HFI which had Date of Service April 1 and onwards. Since I wanted to ensure that these procedures will indeed be covered by Progyny, I opened a case to validate that these codes will indeed be covered by Progyny. Case was opened; information was validated and Progyny confirmed over the phone that they will be covering S4011 and **** which will cost us half of the smart cycle. This case was closed with this finding. Progyny's billing department also confirmed that any procedures with Date of Service between April 1 and ************************* middle of cycle will be covered by Progyny. Later I asked Progyny if they can charge us only quarter of smart cycle for the services rendered in April,. Progyny opened this case at high priority in week of May 23. There was no update on case until May 26. When I followed up on case, I was told by Patient relations rep *************************** that none of the procedures regardless of Date of Service will be covered by Progyny since we were in middle of cycle. This news was devastating for us since we did not enroll with our previous insurance through Cobra since Progyny confirmed on several occasions ( as mentioned above) that they will be covering S4011 and **** in full for any services rendered starting April 1, 2022. This leaves us totally exposed in middle of treatment with no insurance. We have filed a patient complaint (********) within Progyny, however we were told that chances of getting promised coverage are slim. We want Progyny to immediately cover all fertility related procedures rendered starting April 1.

  Business Response

  Date: 06/13/2022

  The member had started his treatment cycle prior to the effective date of his coverage and also needed to elect COBRA to cover the date of service.  Because our coverage works in bundles, this would typically have not been covered based on transition of care.  However, in this case we were able to accommodate by initiating a single case agreement directly with the clinic.  This was being worked on but required discussions with his clinic.  During this process, the member filed a complaint.  Since the complaint was filed, the single case agreement was completed and the member has been informed of the outcome, resolved to his satisfaction.  We covered as much as possible based on the effective date.