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ComplaintsforReproductive Medicine Associates of New York, LLP
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Complaint Details
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Initial Complaint
07/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
05/22/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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.
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BBB Rating & Accreditation
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.