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:04/17/2025

  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.

  We are filing a complaint against CNY Fertility for retaining a duplicate payment and refusing to issue a refund despite repeated requests. This is unjust enrichment, conversion (wrongfully retaining money), and breach of implied contract. In September 2024, we prepaid in full ($11,552.50) for a Pride IVF Package through their Albany office. Afterward, our health insurance provider (******) was separately billed and also paid CNY in full for the same services—over $10,000 in confirmed payments. These duplicate payments are fully reflected in our ledgers, and ****** has verified that all checks were cashed by CNY Fertility in November and December 2024. Since then, we have made numerous efforts to contact CNY’s billing and accounting departments through the patient portal, phone calls, and emails. Most inquiries have gone unanswered. We also sent a formal 10-day demand letter requesting a refund of the duplicate payment. That letter has also gone ignored. At this time, CNY Fertility has both our out-of-pocket payment and the insurance reimbursement but has refused to issue a refund or explain why they are entitled to keep both payments. This lack of transparency and refusal to communicate is unprofessional and unacceptable. We are requesting that CNY Fertility immediately issue a refund of $11,552.50 or provide a detailed accounting to justify any discrepancies. If the matter remains unresolved, we are prepared to pursue legal action.

  Business Response

  Date: 04/23/2025

  Client was contacted by the Patient Financial Manager to review account and issue refund to client.

  Customer Answer

  Date: 04/25/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have agreed to issue the refund.  Regards,  ******* *****

• Initial Complaint

  Date:03/14/2025

  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.

  Bought a cycle in 12/23 with the intention of using it during 2024. Broke my back in 5/2024 and was unable to use cycle. Attempted to find status of credit in 12/24 only to be told that the payment was voided and returned to the card. I utilized my 2023 flex spending account. I obtained statements for all possible cards that the payment could have been returned to, but it wasn't received. CNY advised they sent me a receipt showing the voided transaction on 12/27/24 to my email address. I never received that either. They already messed my balances up once which I previously helped them correct. I just want my funds for my cycle or an actual refund.

  Business Response

  Date: 03/19/2025

  The $2,134.25 payment made on 11/24/23 is on the patient's account, $1080.30 was applied to the remaining balance that was due on the on 8/11/22 pride cycle. $199.00 was applied to the balance due on 2022 embryo storage, and $35.00 was applied to 11/12/24 telehealth, for a total of $1314.30 that was applied towards the account balance. The remainder of the payment, $819.95 is still on the account as a credit, which is being held as part of pt's $2,520.25 total credit on the account for the current cycle. The payment that was voided was the payment made on 7/11/24 for $1665.30. I have attached the void receipt, the itemized account statement and a copy of all payments made by the patient. 

  Customer Answer

  Date: 03/24/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Spoke to ******* ******** who after some back and forth with supporting documentation initiated the refund for the amount $1665.30. Saw the credit in my account, but that credit disappeared from my account rather than posted. I'm not happy.    Regards,  **** *****

  Business Response

  Date: 03/25/2025

  Refund receipt uploaded. 

  Customer Answer

  Date: 03/25/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The refund finally posted to my account this morning.  Regards,  **** *****

• Initial Complaint

  Date:02/25/2025

  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.

  We have been trying to resolve this issue with CNY Fertility for 2 years now. We went for IVF (multiple cycles) my husband had a procedure done to have both fresh and frozen specimen for our IVF cycle. CNY was supposed to use all the sperm for this final attempt. We found out more than a year afterwards that they didn't use it all and we were being charged for sperm that should have never been stored in the first place. They failed to use it when they were supposed to which decreased our chances for IVF and then they charged us for storage. We were told by Wendy C*** over the phone that our bill would be dissolved based on these facts. Now we are receiving more invoices for the same thing one year later. We have called and emailed with no reply. This is not surprising because communication with this company has always been difficult. We still have not received any response and no explanation on these last two invoices that we have just received.

  Business Response

  Date: 02/26/2025

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

• Initial Complaint

  Date:02/25/2025

  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.

  The service I bought at CNY is outside monitoring my IVF cycle before retrieving the eggs. It will take 7-10 times to monitor my cycle. But they are unable to provide this service right away. For the monitor, just two things, a blook test of my Estradiol and Progesterone, and an ultrasound to show how many eggs are in each ovary and how large these eggs are. I took a baseline at the other clinic on Jan 29, 2025. The result is 9 eggs on the left ovary and 7 eggs on the right ovary. The sizes are all under 10mm. The first day of my cycle is Jan 31, 2025. I went to CNY to do the first-time monitor and paid in full $995 on Jan 31, 2025. The ultrasound result showed only one egg about 7mm on the left ovary and nothing on the right ovary, When the doctor did the ultrasound, she said she was really confused about the right ovary. I don’t know how she got her MD. But it is definitely not patient expected. Two days ago, the other doctor found 9 eggs on the left ovary and 7 eggs on the right ovary, now she can only find one egg on the left.After reviewing the blood results, my doctor ignored the ultrasound results and decided I could begin my cycle on Jan 31, 2025. The second time I went to CNY monitor was on Feb 3, 2025, which was the third day of my injection medicine. The ultrasound result is still very confusing: 2 eggs on the left ovary and 1 egg on the right ovary. I asked her to look carefully but she said she could only find one and let me go.My doctor will decide on my subsequent medication based on my results, and incorrect ultrasound results can mislead the doctor’s judgment. I am supposed to add another medicine ********* on Feb 3, 2025. But my doctor told me don’t need to add ********* according to the monitor result. These two ultrasound results are completely misleading and unusable. So I have to choose to monitor at other clinics even though I have already paid in full. The ultrasound service I got in CNY somehow ruined my IVF cycle.

  Business Response

  Date: 02/25/2025

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

  Customer Answer

  Date: 02/25/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards, *** ***

• Initial Complaint

  Date:02/16/2025

  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.

  In 2022, I closed my account with CNY Fertility and was issued a full refund for my package payment. I was explicitly informed that any outstanding fees or charges would be deducted from the refund before it was issued. However, CNY’s own accounting department failed to deduct any such charges, leading me to reasonably believe that no outstanding balance remained. Fast forward to early 2024, my husband and I began receiving collection notices from **** ********* in the mail for an alleged debt of $1,050 related to storage fees for 2021, 2022, and 2023. After months of back-and-forth with the collection agency, the case was referred back to CNY for further clarification. During this time, I experienced extreme difficulty in reaching a live representative at CNY due to their unacceptably long hold times and limited portal functionality. On June 13, 2024, I was contacted via the CNY portal by Chelsea A. (Billing Supervisor), who stated that the storage fees for 2022 and 2023 would be expunged, provided that I complete the required documentation by July 14, 2024 (email attached). However, due to work travel and a planned vacation—during which I had no access to external sites—I was unable to meet this deadline.On July 24, 2024, I accessed the DocuSign and payment link provided by CNY and paid $600 which was listed the payment amount on the link (bank statement attached) after which my account reflected a zero balance.

  Business Response

  Date: 02/18/2025

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

• Initial Complaint

  Date:01/30/2025

  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 started going through CNYFertility since February of 2024. I ended up going through 3 rounds of IUI and then 1 round of IVF. I was successful with the IVF and am now pregnant with twins. The care I received from nurses and staff was nothing but exceptional. My experience with financial has been nothing but intolerable. I have gotten invoices for dollar amounts in regard to co-pays, I PAID EVERY TIME I WAS IN FOR AN APPOINTMENT. So I call, wait for an hour to speak with a human and they fix the problem. I called last week and the woman I spoke with said her computer crashed, and she would call me back. She never did. I called today and the woman cleared my invoice but said I owed $25? According to your “package prices”, if I pay for my IVF upfront ($4,500.00), I’d have $500.00 returned. I paid said price and have not received my $500.00 back. I did not go through a payment plan. I spoke with someone in finance in November about this and she told me it takes time, and I should see my money back into my account soon. I stopped going to CNY Fertility in October of 2024 and it is almost February and I still have not received my money.

  Business Response

  Date: 02/04/2025

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

  Customer Answer

  Date: 02/04/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I’m showing you receipt I’ve received on their end. I should receive my $500.00 back in full. They made zero mention of me not making co-payments on the stated days they told you.   Regards, ***** ********

  Business Response

  Date: 02/04/2025

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

• Initial Complaint

  Date:01/19/2025

  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.

  10/18/2024, I received a referral from my PCM that would cover 4 visits at this clinic. On 12/4/2024, I had my first consultation with the clinic which required me to pay $50 to book the consultation, even though I had a referral to the clinic. After the consultation, my insurance was billed but the claimed was denied and specifically stated that as a patient, I was not responsible for the balance from the telephone consultation. As of today, I have never recieved my $50 back from the booking even though their customer service rep. told me that it will be refunded to me once they recieved my insurance data. On 12/30/2024, I attended an in-office visit to have an HSG/SIS procedure performed by Dr. **** *****. At the time of check-in, I was required to pay $275 for the visit and was told this was due to them not having my insurance on file. This was not true; I had my insurance on file since day one with this clinic. Eventually the clinic billed my insurance, and my insurance paid for the visit on 01/14/2025, however it has been a back-and-forth battle with the clinic to receive a refund for this $275 payment. This clinic has also been double billing my insurance for visits and prescribing me medications when I specifically asked for a natural IUI process, no medications. These medications were prescribed to me and billed to my insurance after I continuously asked for a non-medicated process and was told my labs came back "perfect" and showing that I was "very fertile".

  Business Response

  Date: 01/24/2025

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

  Customer Answer

  Date: 01/27/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. My donor is a carrier for a genetic disorder, and I was recommended by the Buffalo care team and nurse navigator to get tested for this one specific genetic disorder. Upon receiving the bill from *******, it showed that CNY fertility submitted for an entire panel testing, not a single gene. This left me with a $2721.60 bill from ******* for a panel that I was not aware I was being tested for. During the whole process, I was unaware that I was tested for an entire panel until the clinic called me once they received the results from *******. The communication with the CNY fertility team is the worst I have experienced with any medical clinic.  I have attached an image of the conversation with the Nurse Navigator, ***** ******. During our phone call, she specifically said that I would only be tested for the single gene because of how costly an entire panel testing would be. If a single gene testing was not possible, she should have never mentioned it and I would have never done the entire panel testing because I was aware that my insurance did not cover for genetic testing. She ensured that a single gene testing was cost efficient which is what encouraged me to go ahead and do it. With the message attached, she even confirmed with me through the portal that I would only be tested for Methylcrotonyl-CoA carboxylase. Additionally, I have also attached the bill I received from *******.     Regards, ******** *********

  Business Response

  Date: 01/29/2025

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

  Customer Answer

  Date: 01/29/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Company responded and said they have refunded me $275 however, I have not received a refund for the the $275 from my original complaint.  Regards,  ******** *********

  Business Response

  Date: 02/04/2025

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

  Customer Answer

  Date: 02/04/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ******** *********

• Initial Complaint

  Date:12/09/2024

  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.

  In the summer of 2024, I purchased a ***** donor egg package (6 embryos for almost 10 thousand dollars). I ended up with 3 embryos, one being 4cc. This is the answer from many websites. "4CC is considered the very poor quality of the trophectoderms inner cell mass. So in this case, we’re going to discard those embryos if we have embryos of better quality." I have contacted the clinic about this. They should not be charging for embryos that are not of good quality. My insurance paid for the first transfer and I am owed over a thousand dollars back, even though they charge almost 5 thousand for the procedure. They have also changed me for services that insurance would have paid for. I have tried to reach the financial office through the patient portal because I don't have over an hour to wait on hold. Any and all supporting documents are on file and I give this agency permission to access them. I still want to do business with cny. I had to file this because I needed someone who the office would respond to.

  Business Response

  Date: 12/11/2024

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

  Customer Answer

  Date: 12/12/2024

  I have never received a refund from the office their response for the date above.  I did have a balance that is no longer on my patient portal, so if they are holding my refund and just applying it to office visits that is not a refund.  It took over a year and working 3 jobs to pay for donor eggs. I understand what i signed, but if you are selling an egg that would be discarded in different circumstances and clinics, that is not right. If you want to sell me a package for the amount i am owed from the office, i will accept that.   Regards,  ****** ****

  Business Response

  Date: 12/17/2024

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

  Customer Answer

  Date: 12/17/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I was sold on the idea of if I got donor eggs, I would have my baby. I understand that the people who work there want people to stay hopeful about having a baby, but you have destroyed me.  I feel like a failure and disappointment. Every ultrasound, needle, pill was for nothing.  All I ever wanted was a baby and every appointment I was told it would happen.  This is about having a baby, and if you can't have compassion, you shouldn't be in this job. 3 eggs should not be considered a good outcome.  People are putting their trust in you and that shouldn't be used against them. I felt like your office cared when it really didn't.  And as a side note.  If you offer a grant using taxpayer money, it should only be for people in that state.   Regards,  ****** ****  

• Initial Complaint

  Date:08/23/2024

  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 had embryos frozen in April and after the biopsy came back, let CNY know that I will not keep the abnormal embryos. No one informed me to complete any paperwork at that time. In June, I had embryos transferred from CNY to Reprotech for long term storage. I made it clear on my paperwork that I only wanted to have 4 normal embryos transferred and to cancel all remaining storage charges except sperm storage. I emailed this to embryo options who confirmed remaining embryo storage charges were cancelled. Two months later I realized I was billed for 2 month worth of additional 50$ and was then notified it was storage costs for abnormal embryos. They did not notify me to complete paperwork through embryo options and it was not until I called CNY on 8/22 that they told me the process of what I need to do to discontinue storage. I have made good faith effort on multiple occasions to let CNY know I will not be keeping abnormal embryos in storage and no one notified me that I needed to complete the paperwork until I called about unexpected charges. I am asking for a refund for 2 months of storage after transfer of embryos (100$).

  Business Response

  Date: 09/11/2024

  Patient was refunded the $100.00 after completing the necessary paperwork to close her storage account. 

• Initial Complaint

  Date:08/18/2024

  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.

  We started IVF with CNY in April/May 2024. We only had one fair graded embryo that failed transfer in May. We did another cycle in July after having a consult with a provider in early June. Our July cycle we got no embryos to fertilize. We had a phone consult with the head of the IVF clinic 7/9 to look into why everything failed and why we’ve had such poor results. The head of the IVF clinic (doctor) I’m amazed is allowed to practice. He gave actual recommendations for a total of 10-20 seconds then spent the remainder of the time talking about a keto diet and God. I was told the reason I was born with end stage kidney disease needing a transplant was because my mom ate plants when pregnant..this is “also the reason” why we’re not getting pregnant it because we eat plants that “create alcohol in your bodies” I told him I can’t do keto because of kidney transplant per my transplant doctor and he still pushed it the entire time. Totally disregarding actual medical research. Said I need to fast to be like a bear. “Bears hibernate for 3 months and still get pregnant” The kicker. He went on and on about God and if we just believe in him we will get pregnant. “Faith > Medicine” Gave no medical research behind his thoughts and only his opinions on Keto diet and Faith. To add to this we also payed for the bundles. The second bundle we were recommended different medication. Though the medication wasn’t in the bundle and couldn’t switch meds out for another so payed an extra $900 for meds and now have meds left that we won’t use. We also signed a do not bill insurance form as we only have so much infertility coverage and both consults were billed $200 to insurance. Why we’re paying 200 for an actual 10 second consult without actual medical recs that we asked for is beyond me. We now have no way to have children and have to deal with all the nonsense while having no actual recommendations on how to move forward nor have the money for another cycle.

  Business Response

  Date: 08/21/2024

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

  Customer Answer

  Date: 08/22/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The provider (Dr. K****) was extremely unprofessional, pushing his beliefs and research based evidence. Under NO circumstance should you be saying someone’s medical problems they were BORN with are due to ingestion of plants!? And there should also be NO discussion of god/religion with patients. If he believes in “Faith>Medicine” why is he the head of an IVF clinic. Returning to your clinic would be ridiculous, as we received NO help and only criticism and no recommendations for the consult. I’m requesting a full refund for the consult and for the last IVF cycle that resulted in NO fertilization. Was ***** even preformed, probably not but can’t even trust if you say it was.  There will also be a complaint filed with the medical board for his unprofessionalism and non research based recommendations!   Regards,   ****** *****