ComplaintsforCNY Fertility

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  on 11/10/23 ****** ****** paid CNY fertility $2770.45, Check # *********. Check was mailed to *** ******** ***** ********* ** *****. Many calls to CNY Fertility and nobody return calls. Now they have sent me a bill for $600.

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  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.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

  04/22/2024

  Cny Fertility has had this check since November of 2023.  Our insurance changed on 1/1/24. so old insurance has nothing to process.

  Business response

  05/01/2024

  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  
  

  Customer response

  05/01/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Same form letter they sent before. nothing new.. CNY always gives same response.  We are going on 6 months they have had the money.  What interest is CNY paying??  Regards, **** ******

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  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

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  The business has responded to the complaint, however, due to privacy concerns they have asked that their response not be published.  

  Customer response

  05/31/2024

  If that is the case then fine, but crazy how I had to get BBB involved and took 8 months  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

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business is holding embryos I have had there for several years. CNY recently hired a new outside service which took over cryopreservation of my embryos. This new service charges twice what I was being charged before from CNY. This service constantly texts me wanting monthly payments, sends paper bills for payment but I’ve called numerous times in the last 7 months and I’m unable to reach a person to talk to and discuss the bill and need for them to send me my embryos. I’ve last left 2 messages for the company to call me back (3/20, 3/21). The voicemail says “someone will return your call”… but no one has returned my call. I am still contacted constantly to “pay my bill”… which is increasing monthly but no one will call me back so I can terminate my relationship with this company and have them send me my embryos. After 7 months of trying to contact a person to help me with no success.. I’m ready to file a complaint. I will not pay the charges they constantly add up until I speak to a person. Why is that so difficult?

  Business response

  04/10/2024

  Complaint has been resolved between patient and CNY Fertility

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In September and October of 2022 I worked with Patient Accounting and Embryology departments to clear my account balances in order to be able to move my embryos to a different fertility clinic. This especially pertained to the embryo storage bills. Per communication in the patient portal and through email (patient portal dates between 9/26/2022 and 10/14/2022) I paid off all balances. This would have included 2022-2023 Embryo Storage fees of $450 which had already posted in July of 2022 for the upcoming year. However, beginning in December of 2023, over a year later, the 2022 embryo storage bill reappeared on on billing statements and CNY states I still owe this 2022 bill of $450. This is a duplicate, incorrect charge, which should not be appearing out of nowhere 16 months after its original charge date. I had cleared all balances in 2022 and not incurred ANY new charges since that date due to not having any further dealings with CNY. I only have 1 embryo left in CNY's care and that is now billed through Embryo Options as of 2023-2024, and my insurance has paid that fee. As previously stated, I have portal communication, emails, and a balance ledger that all support my claims of TWO charges for 2022 embryo storage, when the 2022 balance was paid by October of 2022, and all remaining 2022 services after insurance adjustment was paid by me before the end of 2022. I am requesting that this $450 amount be adjusted so that my balance is back to being clear, as it should be, and there will not be any danger of an incorrect balance resulting in a negative impact on my credit in the future.

  Business response

  04/02/2024

  Complaint resolved on 4/2/2024 - charges removed from patient's account.

  Customer response

  04/05/2024

  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. 
  
  Regards,
  ******* ********
  
  
  
  
  

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My journey with CNY has been long, inconsistent, unprofessional, emotional, & financially draining. In Aug. I started my first round of IVF using donor eggs w/ no prior Dr. consult. Only communication was my donor consult who helped me navigate the donor egg process. We had been matched w/ a donor & were getting ready to ship my husbands sample to their clinic & found out his count/motility was low & morphology at 0%. I immediately requested a consult w/ a Dr. because I was hesitant to proceed w/ donor eggs w/out the best odds, as we only had the money to go through IVF once. The Dr. reassured me that everything was fine & he had no concerns even though I pushed for my husband to be put on HCG/Clomid to increase his quality. We took the advise of the Dr. None of our donor eggs fertilized. They then comped us our cycle due to the ill advisement of the doctor. This was failure #1. I missed 2 days of work because of my absolute horror at the thought of not being able to have a baby. When we went back for our 2nd cycle, the following issues took place & the cycle resulted in failure, which I believe is due to their continued negligence: Instructed me to take ********* & **** together which causes heart palpitations Instructed me to stop taking ******** when I wasn't supposed to Failed to schedule me for an ultrasound, an egg thaw, my husbands collection when we were flying to their location from Washington. 7 We had to push our thaw date 3 days due to their failure We had to have a day 3 transfer instead of a day 5 due to their failure When we received the fertilization report, they told us we only had 3 eggs fertilize from only 1 of our 2 donors. This was heart breaking because our favorite was the one they said had no eggs fertilize. When we went in for the transfer, they told us we were misinformed that from out favorite donor had fertilized. I now have 2 embryos w/ low quality frozen w/ them & found out I didn't even need an egg donor & cannot stomach going back.

  Business response

  04/19/2024

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

  Customer response

  04/19/2024

  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.  CNY offered me only $1,000 in regards to my complaint. I would like to underline that the services I received there were not needed as a whole,  and they failed to provide the services in an appropriate manner. I have embryos I cannot use with their facility and will have to pay another facility for IVF without an egg donor. I am looking for a full and complete refund due to their lack of consult prior to providing services and their failure to provide those services in accordance with the industry standard and medical requirements necessary.  Regards, ******** *******  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in 2020 me and my wife used cny fertility for gender selection invitro fertilization,. The doctors and nursing staff were excellent and the experience was well met however, has nature would have it we became pregnant naturally, and no longer had use for the embryos that were gathered. At the first moment of the pregnancy, we did not choose to dispose of the embryos, until we knew the gender of our natural born baby. At that time we did sign a document saying we were responsible for storage. A few months later once we learned the gender of our soon to be child, we decided we no longer had needed to store the embryos so at their instruction, we went to their office and physically signed papers to have the embryos disposed. Four years had passed, and we had no correspondence from CNY fertility at all. We then recently received a bill of over $2,000 for four years of storage of our embryos. With great confusion, we called and wondered why these embryos we thought were disposed of were still being stored and why we had a bill for the storage when this was the first we’ve heard of it in four years. We were rudely told that we never signed the paperwork to have them disposed. We were told that we have been contacted for the past four years regarding this manner. Despite the fact we have no correspondence from them by mail phone call or email. They conveniently cannot find the papers that we signed in 2021 requesting disposal and conveniently the first letter by mail we have received from them in four years is a past due bill. After calling and speaking to several representatives, we again at their request, went down to the office and physically signed paperwork to have the embryos disposed. We were given no receipt or no copy of what we had signed just like the last time we had done this process. Upon talking to several supervisors I offered several solutions to try to resolve this matter in a fairway, including offering to pay for one of the four years of storage

  Business response

  04/04/2024

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

  Business response

  04/19/2024

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

  Customer response

  04/19/2024

  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 stated before, we had NO access to our portal so we could not have possibly seen any notices put through there. Our business was concluded with them when we signed the paperwork to have the specimens disposed of. Which They conveniently have no record of. Every other institution that we deal with was notified of our change of address and we continued receiving bills from every other provider so again it’s very convenient that they were the only ones that did not receive the change I find it incredibly insane that they are not willing to compromise in any way shape or form when clearly there was an issue. I’m their part and their office with their records.  Regards,  ****** *****

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company has sent multiple text messages that we have a bill that needs to be paid and I have to login to their patient portal to pay it. I no longer have the login information for the patient portal have tried calling multiple times-I have waited on hold for up to an hour with no answer and have left several voicemails requesting a call back to resolve this bill. No one has called me back and I continue to receive frequent text messages about this bill.

  Business response

  02/20/2024

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

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  to start off i started my journey with this office for the first time ever in my life in may of 2022. I had my very first egg retrieval and it started out with some issues of being told to take the incorrect medicine to start STIMS. I was told to start medication that would be used for a transfer so that started with issue #1. Ok i brushed it off initially but honestly for the money we pay and nobody look at your chart they do not even care if they give the incorrect info. So that got fixed and i completed my ER. Then got ready to stat my FET in July 2022. Had severe reactions to the medication i was told to take. AGAIN, they did not listen to my medical history or anything and prescribed me something i reacted horribly too. Transfer got cancelled. Fast forward to my Transfer i FINALLY got to have. July 2023. Its been known since 2022 i was going in for full natural non medicated. Well i had one nurse calling me in medications i had another nurse call me telling me it will have to be cancelled had another nurse tell me i may need medication to make me bleed more? Finally had my transfer on 08/03/2023 ten days later my bloodwork came back at 3 HCG. Which is technically neg. However i kept telling the nurses i still had pregnancy symptoms and they said it was probably my hormones. ok, Fast forward to September 15th started having cramps and spotting and i just figured it was my period. Then Saturday morning 09/16 i had a constant abdominal pain and back pain and could not stand straight up. I went to urgent care and from there they sent me to the ER. I contacted my regular OB Dr and tried to contact the clinic through the portal and called as well. I was told more than once that i do not have a current cycle with them so they could not help me. Then when i talked to a nurse on the phone she said she thinks i had a false neg back on 08/14. So this pregnancy i paid for could have very well been saved. I was under the impression i was not pregnant and told my boobs were swollen and hurt due to the hormones and feeling tired. This clinic did not care about me or anyone else. We just pay all this money to be treated like another number. Also i would like to add another nurse who called me was more worried about telling me i should speak to a provider about my next steps for a new ER and Transfer!!!!! Don't even get me started on the accounting Dept who never calls anyone back does not explain additional charges!

  Business response

  10/05/2023

  The business has responded to the complaint but has asked that their response not be published for the patient's privacy.  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May 2023, I had a second *** procedure done by their Sarasota office. Prior to having the procedure done by them I asked various times if going to them for monitoring was going to be billed to my insurance. They assured me that they would. After the entire process was said and done I received a bill for $995 for a monitoring package. When I called in to ask why I was getting billed instead of *******. They said their “contract” with ******* didn’t allow them to bill them. I contacted ******* and they explained to me that that was in fact a lie and that monitoring was covered by my insurance and that they had to bill them in order to get paid. Ultimately they refused and I had to pay out of pocket for the monitoring. I’ve contacted them multiple times now asking why they refuse to bill ******* and they keep saying we’ll look into it. Months have passed and nothing. Then today I received another bill for $18 when I look it’s a fee from my tele appointment which I had already been charged $50 for. I see in the itemized ledger that they billed ******* for a portion of it too. At this point I’m beyond frustrated how I was treated and how they’ve handled the situation and I wouldn’t recommend them to anyone.

  Business response

  09/18/2023

  Good afternoon ********, We apologize for the delay in getting back to you while we researched this matter. We have just now refunded you the monitoring fee of $995, and you will be sent a receipt for that shortly. Attached is the Financial Agreement/******* Waiver you signed on 4/24/2023 to pay in full ($585) for the *** procedure, which is non-refundable. We appreciate your patience.  Thank you, CNY Fertility Team

  Customer response

  09/19/2023

  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

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am reaching out to BBB regarding a billing issue with CNY Fertility that has gone unresolved for the last 2 months despite my messages through their website to their billing department and text messages to the primary doctor/business owner(see attached.) I set up an account and billing agreement with CNY to undergo IVF treatments, which includes: Medication package(CNY did not pay the pharmacy, I had to pay the pharmacy, although CNY collected thousands from my credit card) Egg retrieval and anesthesia-the egg retrieval failed on 07/22/23 due to abnormal FSH levels-the procedure should have not been performed, as I learned later from CNY staff Embryo culture-never performed ICSI fertilization-never performed Assisted hatching-never performed Fresh transfer with embryo glue-never performed Cryopreservation-never performed I have reached out to CNY accounting department to obtain a break down of the charges and figure out the credit they owe meas the IVF is a 7-step procedure and in my case they only performed 1 step, before they switched me to a natural cycle that does not require any of the steps above, except the medication. Also I paid them to -date $4207.50 when their entire 7-step IVF cycle costs now only $3999. I had a negative pregnancy test on 09/08/23 and will not be pursuing any further treatment with CNY. Please advise if you can assist with reaching out to CNY billing to perform an audit and credit my account accordingly. Thank you

  Business response

  09/12/2023

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

  Customer response

  09/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. This business has promised to contact us for weeks and has not kept their promises. We're requesting a response in writing that includes: Transparent prices Break down of the charges Credit amount due  Regards,  **** *****

  Business response

  09/13/2023

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

  Customer response

  09/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint because it does not provide a timeline for resolution and method of contact. Please reach out to the business for details.   Regards,  **** *****

  Customer response

  09/21/2023

  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 egg retrieval procedure took place based on your doctors instructions. My husband and I as patients had no reason to travel 8 hours back to your facility for a failed procedure. Doctor ********* performed another ultrasound before the procedure and confirmed ok to proceed with the retrieval. Patients do not make decisions on procedures, doctors do. Also I did not cancel any orders with the pharmacy, I actually had to pay out of pocket as CNY failed to pay ***** pharmacy and I needed the medication. As you know, an egg retrieval procedure cannot be performed without the patient taking all of the medications as prescribed by the doctor first. As far as the refund, my account should had been refunded back in July and to this day, September 21st, it has not been refunded although I called 3 times and left 2 messages for ********, the accounting supervisor-still no call back. We expect a confirmation number for the refund by the end of the day tomorrow, 09/22/23.  Regards,  **** *****

  Business response

  09/26/2023

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

  Customer response

  09/26/2023

  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 called ******** Willis/CNY accounting department 4 times last week and left 2 messages at ************ *** * **** with no call back.. I also filed a complaint last Friday with the NY Attorney General's office. I called ********/CNY back yesterday and she advised me the credit due back to my credit card is $2011.00 which includes 2 reoccurring credit card payments of $551.25 and an additional $908.50. CNY refunded my credit card yesterday only for $1459.75 because CNY said they had already credited my credit card account on 09/13 for $551.25.  I called **** yesterday and they confirmed there was no credit on 09/13. I called ********/CNY back yesterday and she told me CNY credited the credit card company but not me????? I called ****/existing claims department on a RECORDED line today and they advised there is absolutely no credit from CNY on 09/13 and the credit card company credits an account only when a merchant refuses to. I left another message for ********/CNY today and I will be sending a copy of this communication to the Attorney General's office. Regards, **** *****  

  Business response

  10/02/2023

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

  Customer response

  10/04/2023

  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 attached letter from the credit card processing company shows that our account was debited and not credited, so I called **** ** ************ credit card company and spoke with supervisor ***** there. She will reach out to CNY through their banking dispute system and contact us back with an update.  Regards,  **** *****

  Business response

  10/05/2023

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

  Customer response

  10/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  This message clearly was sent to the wrong family as we don't know who Dr. **** is and we paid out of pocket, there was no IVF insurance involved.  Regards,  **** *****

  Business response

  10/17/2023

  The business apologized, that was a mistake.  The last response was supposed to go to somebody else.  They stand by their original responses to this patient.  

  Customer response

  10/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Please see previous message  Regards,  **** *****

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My card was charged incorrectly twice for the same bill on 8/10/2023 for the amount of $822.97. I have called once a week now for a status update and am just told it is a “system error.” When speaking with the supervisor, Surprise, who was very rude, I was told she could not elaborate any more, could not tell me when it would be fixed or when I would get my refund. She spoke down to me and also spoke over my constantly. I have never experienced such terrible customer service before. I will not be using this company ever again and do not recommend them to anyone. I will be canceling my card and marking the payment as fraudulent next week if I am not refunded. I don’t understand how you cannot get a refund or explanation from such a large organization.

  Business response

  08/28/2023

  Good afternoon, First and foremost, we do apologize for the customer service you recieived by one of our representatives. We take these matters very seriously, as our patients' satisfaction is of the utmost importance to us. This partiuclar matter is being addressed. This complaint has been acknowledged and flagged as high priority resolution. The refund will be issued as soon as our payment system has been corrected by the vendor/our internal billing system.  The patient was called and made aware of the situation in detail, and was given a direct line to call should this matter not be resolved by this coming Friday, 9/1/2023. 

  Customer response

  08/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  ****** *** ****

  Customer response

  09/01/2023

  I still have not received a refund for this and would like to keep this open. 

  Customer response

  09/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  As of 9/5/23, I still have not received the refund. Because of this, I would like to keep this complaint open.   Regards,  ****** *** ****

  Business response

  09/18/2023

  CNY Fertility told BBB that this customer has received a refund.  

*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. ↩