Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I and another patient (the potential surrogate we brought to the clinic) have been trying for months to get reimbursed for overcharges the clinic charged each of us. We have been promised for months to receive reimbursement checks, including being told multiple times that the checks had been sent out. I have tried repeatedly to get resolution through the clinics office and billing department to no avail. We feel we have no other options left in this matter.

  Business response

  05/03/2024

  To Whom It May *************************** Call, one of our patients, reached out to receive a refund from her care at Denver Fertility.  She requested the refund for herself and her gestational carrier, *********************************.  The initial refund check was mailed to ********************************* on 3/7/24 and received (please see attached "CTrombleycheck").  ******** and ****** reached out to the office and requested that the check be divided amongst the two of them.  We voided/canceled the check from 3/7/24 and then reissued two checks, one for ******** and one for ******, on March 25th 2024.  ****** called the office on 4/26/24 to let us know that she and ******** never received the checks.  We again voided/canceled the two checks and reissued new checks with tracking on 4/30/24 (please see attached "LesleyCallchecks_March_April and CTrombleychecks_March_April).  

  The new check #**** for $948.00 was printed and mailed 4/30 with tracking # **********************.
  The new check #**** for $485.00.00 was printed and mailed 4/30 with tracking # **********************.

  As you can see, we have done our due diligence to get these two patients their refunds in a timely fashion.  Unfortunately, I cannot control the United ********************* and do not know why it took the patient one month to contact us that she never received the 3/25/24 check.

  Please remove any poor results/reviews from our business.  I feel that we acted accordingly and quickly to rectify the situation. 

  Please let me know if you require anything further. 

  *********************, DO

  Business response

  05/03/2024

  To Whom It May ************************ Call, one of our patients, reached out to receive a refund from her care at Denver Fertility.  She requested the refund for herself and her gestational carrier, *********************************.  The initial refund check was mailed to ********************************* on 3/7/24 and received (please see attached "CTrombleycheck").  ******** and ****** reached out to the office and requested that the check be divided amongst the two of them.  We voided/canceled the check from 3/7/24 and then reissued two checks, one for ******** and one for ******, on March 25th 2024.  ****** called the office on 4/26/24 to let us know that she and ******** never received the checks.  We again voided/canceled the two checks and reissued new checks with tracking on 4/30/24 (please see attached "LesleyCallchecks_March_April and CTrombleychecks_March_April).  
  The new check #**** for $948.00 was printed and mailed 4/30 with tracking # **********************.
  The new check #**** for $485.00.00 was printed and mailed 4/30 with tracking # **********************.
  As you can see, we have done our due diligence to get these two patients their refunds in a timely fashion.  Unfortunately, I cannot control the United ********************* and do not know why it took the patient one month to contact us that she never received the 3/25/24 check.
  Please remove any poor results/reviews from our business.  I feel that we acted accordingly and quickly to rectify the situation. 
  Please let me know if you require anything further. 
  *********************, DO

  Customer response

  05/07/2024

  Please advise the best way to respond to the clinics message. While you will see below I now view this issue a closed, I feel it is necessary to push back on the clinics response. 
  

  
  First, I would like to provide the update that ********************************* and myself have finally received the correct reimbursement checks from Denver Fertility. Thanks to the BBB in helping us finally receive a resolution in this issue for which I have been reaching out to Denver Fertility since January 30, 2024. 

  
  
  I would like to correct the clinics response for the record.  
  
  
  As stated above I have been reaching out the clinic since the appointment date of January 30 to get answers and resolution to the overcharges to myself in the amount of $948 and ******** in the amount of $485. 
  
  
  I reached out via phone calls, voicemails, through their text message system, through their secure messaging system, and through emails. I reached out to ******************************* their billing coordinator numerous times most of which went unanswered. I then started reaching out to our nurses *************************** and ***********************, their offsite billing liaison ***************************, and eventually their office manager *****************************, and I finally started looping in their embryologist ***************************** when I was unable to get responses or answers from anyone else at the clinic. 
  
  
  When I was finally able to get a response from someone at the clinic, we were told incorrectly that the lab work for which we were owed reimbursements had been run. Once we finally got the clinic to confirm the lab work had indeed not been run and we were owed reimbursements, it took many more unanswered calls, voicemails, texts, and emails to finally be told that a check had been mailed. Due to negligence by the clinic office management and billing department, a check for the incorrect amount was mailed and therefore had to be voided/ canceled. After many more emails and phone calls, I was finally updated that new checks had been mailed. There was no tracking provided and neither myself nor ******** (located in different states) ever received them. I let office manager ***************************** know after about 2 weeks that neither check had been received and I wanted them resent with tracking. She asked me to wait another week which I obliged. When they still didnt come in the mail, I started reaching out to ******* ****** and anyone I could loop in trying to get a response. When I didnt get a response, I reached out to the BBB in getting resolution help in this long-standing issue. 
  
  
  If needed, I can provide copies of the many, many, emails requesting reimbursement confirmation and updates. I can provided screenshots of the secure messaging and text messages and can look up call logs for the numerous phone calls made to the clinic and offsite billing. 
  
  
  I view this matter as resolved now that we have both been finally correctly reimbursed. However, Dr. ******* response shows that, once again, the clinics right hand doesnt know what the left hand is doing. To be blamed for a lack a communication on my part as a reason for this issue dragging on is insulting and laughable. This issue has taken countless hours of my time trying to track down any response from anyone at the clinic and then following up countless more times when the clinic was unable to resolve the issue correctly. 
  

  
  Sincerely, 

  ****** Call

  Customer response

  05/08/2024

  Hi- I just wanted to follow up about the email I sent yesterday. How do you advise I continue with this response? 

*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. ↩