Complaints

• Initial Complaint

  02/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  2/28- I have now made more than a half dozen attempts to do mediation per the contract and they won’t even respond so I just called and got off the phone with them 30 minutes ago (Gina). They sent out a refund check for $655 out of the $1,500 they said we would get back. They said it’s because they have to store my tank in a vapor tank instead of general population because it came from the University of Utah, and they have different guidelines. So, they are now charging $1,000 per year for storage and this was NEVER stated to me. Keep in mind, that the contract says the package comes with storage up to 10 months and they keep ignoring my emails where I am sending proof. I am now contacting an attorney because this has gone way beyond negligent and into criminal behavior. I also demanded our medical records sent in their entirety and she said they couldn’t send them. One last thing I’ll note- I still never signed the contract and have pointed this out to them several times.

  Business response

  04/17/2023

  Due to HIPAA, we are unable to acknowledge if this person is a patient without him authorizing us to talk with the BBB.

  This complaint was submitted in February and it is the first we are seeing it.

  We are always good to respond to our patients and, if mediation is requested, we give them direction as to how to proceed but the ball is in their court to select a mediator or to tell us to select one. We are excellent with communicating costs and are very transparent. We have signed documents that show costs communicated for all patients. Even so, there are times the patient signs without a thorough reading of what they are signing.

  I suggest you reach out to the person who submitted a complaint to get an update regarding the situation.

  We work very hard to have an excellent reputation and to take great care of our patients.

  I can be reached at ###-###-#### if you need to speak with me directly. My email is **************************.

  Thanks

  Customer response

  04/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have signed and attached the HIPAA form per the business' request.
  
  Sincerely,
  ****** *******
  

  Business response

  04/20/2023

  Forwarded a copy of the last correspondence we had with Mr ******* via email to the BBB showing documents he and his partner signed confirming we communicated costs with them. This email also stated we agreed to mediation giving him an option of choosing a mediator via zoom or we would be happy to select one. We have not heard back from him.

  As to the medical records claim, our staff sent a complete set of medical records to Cancun Fertility and on 3/14/23 confirmed they were received. On that same day, a full set of medical records were sent via encrypted email to both Mr ******* and his partner and a full set was also loaded into their patient portal for easy access. Just to cover all of our bases, we put a hard copy of their medical records into the mail and sent them that day too.

*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. ↩