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:12/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went through a fertility treatment with RMA NY. They told me that I would be able to perform routine blood draws at *** in *********** with the larger procedure and consults at ******. RMA NY and *************** are in network and FULLY covered by my insurance, which has fertility benefits with WIN. However, the *************** claims by the health care provider were sent to my insurance company incorrectly. The health provider sent them as out of network, even though the ****** claims were sent properly and all in network. As a result, my insurance company, ********************** reimbursed me which I sent across to *** NY. However, because *** sent the claims incorrectly 10% were not covered, and now RMA NY keeps on sending me bills. This procedure took place in March 2024 and I have sent them countless emails to get this resolved, sent them the explanation of benefits which outlines every claim and they are still sending me bills. They are not listening, and they need to fix their mistake. I have many e-mails and all explanation of benefits that I am willing to provide.

• Initial Complaint

  Date:07/22/2024

  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.

  I am writing to address a significant issue regarding our recent experience with RMA Billing and the overall communication surrounding invoices and lack of upfront reoccuring billing transparency.After completing multiple rounds of IVF with RMA, we were unexpectedly billed for an unused sample six months later. This charge was a surprise because we had not been informed about the storage or associated costs after finishing the process. We were also not told we could decide if we want to keep it, or discard it even. Given we have multiple health embryos that is the most logical option. While we were told that an email from the Billing team lead, it was not a formal bill. It simply outlined a host of charges, almost all of those charges were covered by our insurance.We at no point receive an email invoice notification or paper invoice for this charge or for another substantial out-of-pocket expense incurred months later. It turns out that we were being billed monthly for the unused sample, which we only discovered six months later when they finally sent us a $700 bill.Despite raising concerns about the lack of communication and clarity regarding these charges, the billing team refused to make any exceptions and insisted that we were responsible for the payment. The nurse we spoke with was sympathetic, but the billing teams lack of flexibility compounded our frustration.Transparent and clear communication about charges is crucial, and unfortunately, this was not achieved in our case. We hope RMA will review and improve their billing communication processes to prevent similar issues for other patients. We believe that taking these steps will not only address our concerns but also enhance the overall experience for future patients. RMA please put patients first.

  Business Response

  Date: 08/02/2024

  We have been in contact with the patient to resolve this matter. We believe the patient had all of the information regarding billing practices and was informed of such in the original transfer-in paperwork but are now challenging their responsibility. We are willing to waive prior billing now outstanding and are working with the patient to establish cryo-storage needs moving forward. We hope to come to a resolution soon. 

• Initial Complaint

  Date:05/22/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 initiated the embryo disposal process back in Nov 2022 and complete the consent form in Jan 2023. I never hear back anything from them ever since. But I keep getting bills for embryo storage. I tried to call the number listed on their website at least 10 times in the past few months. Every time, the lady responded with "I'll have finance department call you back as soon as possible". But the fact is, I never got any call back from them in the past few month. I asked for the direct line for their finance department. But lady speaking with me said they don't have a line!!! How is that possible in 2023? It seems like they don't respond to my disposal request so that they can keep charging me embryo storage fee every 6 months. I need a channel to communicate with the business to have my account issue resolved.