ComplaintsforCNY Fertility

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

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  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.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

  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,   ****** *****

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 6, 2023 I received an email from CNY Fertility stating that they were now offering gift certificates for services. After speaking with my husband about it we agreed to buy a $5000 gift certificate. We planned on doing IVF in September 2024. On June 21, 2024 I found out that I was pregnant. I called CNY Fertility on June 25 and left a voicemail. They called me back. I missed their call and I called them back around 11 AM on June 25, 2024. I explained my situation. I no longer needed the gift certificate because I no longer needed to do IVF. I gave them one of the gift certificates that I had bought eight digit code. I did not have the eight digit code from the $200 one my stepmother bought for Christmas for me Told me not a big deal. They would call me back in 48 hours and That they would cut a check. I have not heard back from them so I called them on Monday, July 22, 2024 asking to speak to who I spoke to before and I explain the situation. The lady put me on hold back and told me that there was nothing she could do for me that I should’ve read the fine print and that they have no cash value. When I told her I wanted a manager to call me back within 24 hours and I wanted to call pulled of where they offered me a check. She said OK it’s now been 72 hours. I have called multiple times. I left a voice message. I have called my bank. My bank has disputed the charges and told me to write a letter to the BBB the bank told me I paid cash for services that I never received that I should be able to get my cash back.

  Business response

  07/30/2024

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  concerns they have asked that their response not be published.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CNYFC did not bill my insurance in a timely manner in fact at all. I paid two bills one for the prior year storage and another for this year and they accidentally refunded me. They then contacted me immediately to have me pay it again at which time I asked why they never billed my insurance. I told them how I called for several months when I received the first bill to bill my insurance and they never call back. My insurance said they weren’t billed. I spoke with a rep of theirs that said they are billing now and to call back in a few weeks to check the status. It’s been two months, six phone calls and two emails and there has been no response and no refund. I should not have to pay out of pocket because they didn’t bill my insurance in time. And now I’m not even sure what the status is if this years claim. I paid because they were taking yo ling and didn’t want this sent to collections. Now that they have their money there is no follow up or correct insurance processing. This is for storage if sperm. I paid 1100$. I would like to know the status of my claim and if it’s being denied due to their billing error I would like a refund. I will be calling my insurance again but as if two weeks ago they said they STILL haven’t seen the claims. This was for my son and as confirmed with the company I am on his HIPPA release to discuss these matters

  Business response

  07/18/2024

  Per Billing Department Manager: " **** will not back date authorization, we are billing storage for the denial. Once we receive the denial, the client can be issued a refund for what he paid in storage fees"

  Customer response

  08/05/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have contacted the business to see if there has been any update and they once again have not returned my call. I’d like to keep this open until I hear back from company and/or I get my refund.  Regards, ***** ***************

  Business response

  08/16/2024

  Claim appeals are still pending with insurance at this time.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife received surgery on 4/16/24 from one of their doctors we had asked for a month for an estimate to no avail trying to be cautious and not spend and crazy amount. You can’t get anyone on the phone ever personally sat on hold over 3 weeks for a total of 7 hrs between my wife and. The dr talked down to us the whole time and even yelled at my wife when she asked for clarification on some issues. Still with no answers and hope of being able to have a child. We went to the appointment and asked again what this would cost we were given an estimate of $1500 after our insurance. They ended up tacking on various misc to the claim and now are asking for $3400 buyer beware. They are non communicative and lie to your face about cost

  Business response

  06/20/2024

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

  Customer response

  06/21/2024

  I am not satisfied with the response because we have been told they would contact us before and haven’t received a phone call or meeting  I would have left this a comment if it was possible but it didn’t come up when I was even the option to say I was satisfied or not  I will be satisfied when we are actually contacted and are able to resolve the issue 

  Business response

  06/24/2024

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

• Initial Complaint

  06/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about August 8th 2022, I had an egg retrieval at CNY Buffalo. On August 11th, 2022 I had the fertilized embryo implanted in my uterus. AT NO TIME WAS I TOLD I HAD LEFT OVER SEMEN therefore without my consent or want CNY Buffalo cryogenically preserved my purchased donor semen. June of 2023, CNY/EmbryoOption began sending me notices saying I owed $600 for semen storage with a date of preservation starting in 2016. I’ve sent numerous emails in July 29, 2023; August 11th and 16th, 2023; September 10, 2023, and October 3, 2023. and a letter on March 7, 2024 to CNY Syracuse, Dr K**** himself, CNY Buffalo, and CNY EmbryoOptions. Repeated requests for them to stop using my email address to contact me have been ignored. I WANT: 1. CNY AND CNY EMBRYOOPTIONS TO STOP CONTACTING ME BY EMAIL. CNY is harassing me. 2. I want the $250 charge for a service I did not consent to be erased. I’ve contacted CNY Buffalo, CNY EmbryoOptions, and CNY Syracuse Dr. K**** office to get the harassment stopped and the matter resolved. I get 4 notices a month.

  Business response

  06/20/2024

  The business has responded to the complaint but asked that their response not be published due to HIPPA and privacy concerns.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve contacted this business several times to get this issue that I have resolved with them from my first consultation doctor put on my chart that I have my tubes tied is not correct which is not correct. I’ll contact ***** and was advised that that information was provided on my chart when the pre-authorization information was sent over I’ve explained to them several times and provided my *** documentation pertaining to my tubes being blocked never tied. Because of this, I am dealing with two appeals from *****. Every time I call, they’re advising me that they will call back and let me know the status, which I will not be in this situation if Dr. F*** would’ve listen during my consultation instead of putting a procedure on me that I have never had. I did not give them any documentation stating that my tubes were tied. This company constitutes medical negligence. When they review my chart, they also realized that they overcharged me for the consultation that I complained about which lets me know that they are constantly making billing mistakes. This business should be reviewed. I’m still waiting since may 1 still no update on my appeals getting resolved due to their medical negligence. I’ve spoke to Desiree who said she was a manager working from home who did not sound enthusiastic towards my experience. I have yet had this issue resolved and I’m still getting billed for my frozen embryo that I can’t use because of this appeal process. They are charging me every month.

  Business response

  05/28/2024

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

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There aren't enough characters for me to explain this mess, but the catch with CNY Fertility is that they may "lose" a person's downpayment of $2881.25, and stop responding to communications. I followed the instructions on the Financial Agreement and made my downpayment via the online Billing portal on AUGUST 22, 2023. I called the next day to be sure my medication order was in, and was told the payment was not yet received. Well, okay, I followed the instructions as well as paid with my credit card. Surely, I'll get a refund when it comes through, as Natalie D. reassured me. In the meantime, I really needed my rx during this extremely time-sensitive process, so I made another payment with my credit card of the same amount. Three weeks later, they still never "found" my payment, despite me letting them invade my privacy and sending in the requested copy of my credit card statement, so I filed a dispute with my credit card. They credit my account ONE payment of $2881.25 and all seems well. All seemed well until I got a text notification on 4/3/2024 stating my card was about to be charged the regular monthly recurring fee. My Financial Agreement was fulfilled in March 2024, so I knew something wasn't right. I log in to their portal for the first time in months and called CNY Fertility that day, after realizing no downpayment at all was applied to my account! So basically, they never "found" my payment and everyone was okay with that. I was told someone in the Billing department would be reaching out to me in 1 to 2 weeks which I thought was ridiculously long, yet and still, no one reached out at all! I don't have enough characters to explain how incompetent and lazy the credit card company is being, but at this point, they are telling me to reach out to the merchant, so here we are! CNY Fertility owes me my refund PLUS MARKET INTEREST.

  Business response

  07/18/2024

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

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been overcharged by CNY fertility. They have failed to bill my insurance correctly and is making me responsible for the bill due to their Lack of professionalism with their billing structure. To start it off I set up a consultation on January 15 and received the email on January 18 that I have Consultation in a few months and that the rate has increased. This is not valid nor true. Due to this billing increase, I should not be affected by this hence my appointment was on the 15th and not after the 18th. Also, they did not bill a procedure correctly to my insurance and when I contacted my insurance, they stated that The nurse did not provide the correct documentation for the pre-authorization which caused the claim to be denied. I’ve contacted them several times for them to fix it and was told that I would have to wait for an appeal for this to be resolved however, I’m being billed for services that should’ve been covered under my insurance and that I was told was going to be covered under my insurance as well. I’m not getting any help. No one has called me back. I am seeking for someone to contact me about this billing issue and finally resolve it. You are placed on hold for more than 45 minutes and then you’re on the phone for about two minutes with them stating that someone will be calling you back because everyone is in a meeting, this is unacceptable being that this is the circumstance every time you call to try to get this issue resolved. I spoke to someone named Mary Jo and she said that someone will be calling me back Soon and that she put the ticket as it being a priority no one has contacted me. I’m also getting emails stating that they will get someone to help me and I’m not getting anyone to call me back to go over this billing issue that they have not resolved.

  Business response

  05/01/2024

  The business has responded to the consumer's complaint, however, have asked that their response not be made public due to privacy concerns.  

  Customer response

  05/01/2024

  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

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We began consulting with CNY in January of 2023 without first office visit occurring in march of 2023. We had a retrieval which resulted in 6 embryos. 5 were frozen and after a fresh transfer. After differences of opinion with the Rochester office and billing office we asked that our last remaining embryo be destroyed in October of 2023. In April of 2024 I’m now receiving a bill of $550.00 for embryo storage from the last year and also a statement that come 5/8/2024 our bill for storage will be $600.00. I have called and spoken to several people with the embryology team and assured that if I filled out their forms on docusign that the bill will be taken care of due to conversations with the billing team in 2023 that we were consenting for our last embryo to be destroyed. Now I’m receiving more statements and bills that I still owe the $550 for storage and now they are telling me that because there wasn’t a paper trail that I have to pay it. They are also telling me that I have a credit on my account for 3-4 hundred dollars but they can’t apply it to the storage fee without supervisor consent and that this may take 2 weeks to resolve.

  Business response

  04/30/2024

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

  Customer response

  05/01/2024

  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

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased vials of sperm that I purchased from a sperm bank that I have been paying for storage monthly (through a third party organization for CNY). I have contacted CNY several times to ask that they transfer my vials that I paid for and have to pay storage for monthly to another facility. They refuse to do so due to a payment plan that I am on for a transfer that I did. They are requesting that I pay the full balance before they release the sperm that doesn’t belong to them and that I have to pay storage for. My payment plan is for a transfer not storage. One has nothing to do with the other and I am considering consulting with an attorney. Even though I was caught up on the payment plan, they still refused to release the sperm. They are also holding on to the embryos which is understandable because that is part of the payment arrangement and they created them. The sperm should not be held hostage and I should not be forced to pay for it if they will not release it. I have asked to be contacted by management and I was never contacted. I would like for the sperm to be released and I will continue the payment plan at that time.

  Business response

  04/19/2024

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

  Customer response

  05/02/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I appreciate the efforts and communication. I would like the storage fees for the sperm credited. I have been requesting this for months and I have been unable to remove them from storage so why should I have to pay for storage with you when I wanted to remove from storage? Can any storage balance be cleared? Only for the sperm. Regards, ******** ****

  Business response

  05/29/2024

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

*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. ↩