ComplaintsforCNY Fertility

• Initial Complaint

  07/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 31, 2023 I prepaid $3,795.25 for a future egg retrieval package. On March 8th, 2023 I had said egg retrieval performed, but asked CNY to bill my insurance since I was now working for a new company that covered fertility procedures. My insurance company ******* *********** was billed and proceeded to pay the claim for the procedure in full, leaving zero patient responsibility to myself. This claim was paid out in full to CNY in March, but since then I’ve either been told “it can take us 90 days to complete claims”, “I’ll have so and so look into this”, and “give me some time to look into this”. It’s now been almost 5 months since the claim was paid by my insurance company and my last three messages through my patient portal have gone unanswered. I would appreciate a reimbursement for the $3,795.25 I made in January ASAP! IVF is not an easy process and these extra hassles around billing are not making it any easier. Also, all supporting documentation has been uploaded to my portal - more than once.

  Business response

  07/25/2023

  A financial representative has refunded the patient $3,795.25, as her IVF insurance coverage was noted. We apologize for the inconvenience and delay. Thank you for your patience. - CNY Fertility 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CNY Fertility submitted a prior authorization for an egg retrieval procedure, which was improperly denied by my insurance. I appealed the denial, and the denial was overturned. I submitted the letter APPROVING the prior authorization months ago and requested that the claims for my egg retrieval procedure be submitted to my insurance (with whom CNY is an in-network provider). CNY continues to lie and say the claim was submitted and denied, and to continue to pressure me to pay in cash the $2995. They have refused to submit the claim to my insurance, even though they are obligated to do so as an in-network provider, and their billing statement says I am past due over 120 days on the $2995 balance. This is incorrect. I have a pending insurance claim and NOT a past due balance. I want this balance removed from my account pending the determination of the insurance claim.

  Business response

  07/10/2023

  This claim has been billed to ****** ********** on 7/7/2023 per the patient's request.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with cny fertility, I do not have a contract with ****** agency. they did not provide me with the original contract as i requested. I demand this account be removed from credit report

  Business response

  06/29/2023

  I have escalated this matter to the appropriate team and anticipate resolution by end of day today. Thank you,*******  New correspondence from business received today (6/29/2023): Please see enclosed attachments, as well as thorough explanation below –  Her account was sent to ******* ********** ****** in July 2019, according to *******, this patient’s account with them is on a cease and desist right now. Patient disputed with ******* in February 2023.  In August 2021, she verbally set up a payment plan of $100 weekly. Some of the payments were returned as insufficient funds. She called ******* in June 2022 stating the card they had on file for her payments was stolen and she will call back to provide the new card the following month – she never called back. ******* does not have contracts for their payment plans, it is verbal via phone call set up with the debtor.  As of today, ******* has collected $3k from her in payments. Unsure what their percentage was at this time, and unsure how much of this CNY received. Her last payment to ******* was May 2022; this was sent to the credit bureaus from ******* in October 2019.  Before being sent to ******* she was on a payment plan with CNY Fertility which ended in 2019 when she was sent to *******. She had declined payments with her payment plan with CNY.  She does have Embryo Storage with CNY, currently owes $800 for 2021 and 2022. Collection balance $6,295.23.  The representative at ******* cannot see if she filed a complaint on them.  Attached is the statement showing the balance and patient’s payments, as well as the statement for the Embryo Storage.   Thank you, Maureen  

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  3/6/23 Bought products at spa. Want to return. Refuses to accept and no return policy on website or reciept. I can email a copy of my e receipt. It’s very expensive and they said their policy because of bad customers is accept no return? It’s 300 dollars.

  Business response

  04/19/2023

  BBB heard from the business and the following was relayed: We refunded this customer on March 30th 

  Customer response

  04/21/2023

  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

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into the office for an ultrasound and labs on 12/08/2022. They claim that my visit was sent to insurance, but my insurance company has nothing stating that it was. The confirmation number that CNY provided for me was not even close to a confirmation number that my insurance uses. I spoke with someone from **** and that's what they told me. I have sent multiple messages to CNY with no response and I want them to take care of it before it's too late to send a claim. They don't answer the phone at all when I call even though it says the wait will be 5-10 minutes. Normally around 30 minutes I hang up. They are no respecting me and will still claim they're right although now they are just ignoring me. I will not pay for a service that my insurance will easily pay for. I need this taken care of but they are not taking me seriously.

  Business response

  03/13/2023

  We have corrected this issue by correcting the member's insurance ID # and reaching out to **** to process. 

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last year I discovered that CNY Fertility double charge my insurance and myself for procedures and medication required for IVF treatment. I was instructed back in December that I would be receiving a $1,796 check back for over paid services. On 11/23/2022 I was told I would be receiving the check within 12-14 business days, exactly 1 month later (12/23/2022) I was told that the check was issued but was NOT sent. I was told it would be sent out later that day and would have expected arrival of 7-10 Business days. Today I called and Spoke to a Supervisor names Sasha, Sasha instructed me that the issue lies at the Banking institution they use. I asked the name of that institution as they technically have my money. They stated they cannot provide that information and "unfortunately you and 50 other patients are in the same situation and I do not have an answer, I'm sorry". They state they have no time frame on when they should be sending the check and I for one, don't like that almost $2,000 of money that should have never been taken from me can now not be returned do to "unknown reasons". I just want the refund so I can move on. I do not understand why my money cannot be returned.

  Business response

  02/01/2023

  Mr. ****** called to verify that he received the refund of $1,790 on 1/24/2023 for his overpaid services in November of 2022. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called in on June 20th for a refund. They explained that because the card I used is no longer active so they would have to send a check that would take 7-10 business days. I asked them if they could put it on the card they was sending the other refund to and they said they had to send it to the card that was used. We decided on the check method, however, I have not received the check for $1,247. When on the phone with the very child like employee who laughed, and moaned in the phone while speaking with her, and when asked why is she making sex noises in he phone she then got nasty in her attitude. I asked for a refund to pursue other fertility options in nevada. The process was going well until it was time for treatment. When it was time for me to choose a donor at first I was told I could choose from any donor on the list of available donors. Every donor I chose was not available from the list I was told to choose from. Then when I mentioned it, I was sent a list of available donors, but had no way of knowing what ethnicity they were. When I asked for a race specific list to ensure I am choosing donors of my race I was told they could not accommodate that. I reached out to ask if I could pursue natural IVF with no medications, and using my own eggs, and they said yes. When I messaged again, they said I have to have monitoring, I said fine. Then it went from baseline blood work, and ultra sound to multiple visits of monitoring. It just seem like I am staying on the two stages without moving forward.

  Business response

  09/09/2022

  Business relayed to BBB that a refund was given to the consumer and provided proof of the refund.

  Customer response

  09/09/2022

  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

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  CNY Fertility provides IVF in our area. I have insurance that covers IVF and all of the monitoring involved with it. However, the billing office has been an absolute nightmare to deal with. First and foremost you can almost never talk to someone in billing because they don't answer the phone. If you happen to get lucky enough to get someone to answer the phone after you have been on hold for over an hour at times, they are rude and do not work to fix the issue so you have to call them back. They then incorrectly bill for services more than once which makes it appear that you owe them more money than you do. Then they bill the insurance for a known provider that is not in-network with your insurance so they can get more money from the patients. This has now happened twice to me. Both times I have been unable to contact the billing office after multiple phone calls and portal messages. It is extremely unfortunate that they take advantage of people who are trying to grow their families.

  Business response

  09/09/2022

  Business relayed to BBB: At the time of her complaint, we were transitioning to a new billing system, and the process was quite chaotic and disorganized for the whole companyt. As a result, the new billing processes and procedures were unfamiliar to staff, resulting in errors and such, which is understandable from the patient’s end. We rectified all her issues, and she ultimately left our practice.

  Customer response

  09/09/2022

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

*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. ↩