Complaints

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My spouse and I went to KindBody who is owned by VIOS Fertility Institute for fertility tests. Throughout the process we continued to ask them to make sure that the services were going to be covered by our insurance and if not, what our out of pocket will be. One employee told us we had very good insurance and everything will be covered. Another employee said that there will little to no out of pocket expenses. Every time we did any type of testing we would ask them if their will be any out of pocket expenses for us. Every time they said no there will not be. Three months after the tests we received a bill for my spouse and I. My bill came out to around $50, which is understandable since the $0 out of pocket amount they told us was an "estimate" of what we will pay. However, my spouses bill is $402.77, which is no where close to the "estimate" of $0 they continued to tell us. We told them that we didn't want to move forward with the service or any of the prescriptions and they schedule my spouse for additional services and sent in prescriptions for us to pick up, even though we told them we did NOT want to move forward with anything after the initial tests. I've called about my spouses bill and all they say is that the initial out of pocket amount of $0 was only an "estimate". An estimate that is $400 different is not a reasonable estimate. This company just wanted us to move forward with services regardless of the cost to us. They committed fraud by misleading us into services that were told were going to cost little to $0.

  Business response

  01/10/2025

  Dear Mr Itami,

  We have spoken directly to you and explained the charges and your financial responsibility once claims were submitted to your insurance all of which were submitted appropriately.

  We would be happy to meet with you again to further explain any questions you have related to the invoices for services provided. You have direct phone numbers for our leadership.

  Respectfully,

  The Kindbody Team

   

   

  Customer response

  01/13/2025

   
  Complaint: 22582322
  
  I am rejecting this response because: I was lied to. The provider continued to tell my wife and I that all of our services were covered under insurance and our out of pocket will be estimated at $0. We asked multiple times and every time was told we would not have any out of pocket expense. This was a blatant lie since they didnt even check with our insurance prior to the services like they said they did. Telling someone they will pay close to nothing and then issue a bill for over $400 is fraud. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've been receiving fertility care with VIOS/Kindbody since 2021. Last year I was going in for egg retrieval and paid for additional services to optimize egg quality/fertilization and unfortunetly I wasn't able to get any viable eggs. I've been having a credit of $900 since October of 2023 and to this date I have been unsuccessful to obtain my refund. They told me it would **** *-8 weeks to provide me with a refund. Then I was told that I had to wait for all my insurance claims to get processed and paid in order for them to release my refund money. Kindbody did confirm that all claims have been processed and paid. About two months ago I received a portal message about wanting to issue a credit on the credit card I used to pay for services. I told them that the card was no longer active and to issue a check. To this day, they have been radio silent. No acknowledgement of my portal message and calls to the office and get ticket issued with escalation. I keep getting told that the standard turn around time is ***** hours. I've been calling every other day or once a week to get a follow-up unsuccessfully.

  Business response

  09/26/2024

  To whoever it may concern, 

  
  

  I was able to take a look at your records and confirm a refund is due. I have escalated to our finance team and they will be sending a check to you as soon as possible. Processing usually takes 3-4 weeks. 

  
  

  Please accept our apologies for any miscommunication. 

  
  

  Regards, 

  
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Vios fertility is a center to help couples conceive a child through Ivf. I had Embroyo frozen to have a child through surrogacy. I had a young lady who was willing to help us have the child because I had removed my uterus due to cancer I couldnt carry my own child. When this surrogate went in for her routine to see if she was a candidate the agency wanted my credit card, they insisted I pay. Without even informing me that the candidate was heavy her weight was high and she was not a good candidate to begin with they did blood work and uterus check and charged me 2265$ because they said I gave them authorization by putting my info in the data but if she was over weight why run tests to charge me and make money off of me. Than she was my surrogate that I had., the agency did not match us but they charged me 1250$ for that and another 500$ for another ultrasound of the uterus. They keep sending me bills, they have not done anything other than trying to me a quick money off of a person who is just trying to have a baby. They do answer any of my emails and portal. The nurses are rude when trying to figure stuff out and the billing department said they would get back to me they never did. Very unprofessional place just wanting to make 5k quick off of us! I have done this journey before at another agency and they very very professional and my dr had retired but this vios/body kind very disappointed at how they run a business. They just want to take people money. I really need someone to help me with this situation they shouldve never charged me 4000$ and they charged my credit card already for 2265$ just to tell us my candidate was overweight, bmi was high. They shouldve just consultant us about that not run more tests knowing that she was not a right candidate. I want this waived and not hurt my credit!!!! I uploaded the screen shots of the bill for 3500$ and there is another one on the way for 500$.The email saying pay asap! Pushing us Thank you. *******************************

  Business response

  12/30/2024

  Dear Ms ******* ********,

  Thank you for sharing their feedback, we sincerely apologize for the negative experience you had, and would like the opportunity to connect with you directly to address and resolve this matter.

  Our team will be in touch with you directly, but we also welcome a call from you to ****** *****, VP of Customer Success at ************.

  Respectfully,

  Dr ***** and the Kindbody Team

*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. ↩