Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is committing insurance fraud. They have never once sent me a bill for Feb 2025 labs and my insurance eob shows I owe them ******. I find an online account this week for them that says I owe them *******. This is not accurate. When my insurance is in network you legally are not allowed to charge me more. I have *** proof and this company is committing insurance fraud which is a federal offense.

  Business Response

  Date: 07/23/2025

  Good afternoon,

  Please be advised that patient has not received a statement for this service and provided a copy of their remittance from their insurance and a snip it of what they are able to see on the payment portal called RevSpring. The patient account is still in review and once adjusted the patient will receive a bill for the portion that is mentioned on their ***. Please also note patient made contact with our billing office on 07/23/2025 on accn BI01058557 for payment that was made for shipping fee ***** and was advised of status on their account.

  Patient has two accessions BI01058557 where kit has been sent to patient and 2nd one is for the *** and service provided to patient BI01040240 Date of service 02/05/2025.

  Please let me know if you need any additional information.

  ******** *.

  Customer Service Manager

  ************

  Customer Answer

  Date: 07/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  what I dont accept is being told I wa made aware of my billing status on phone call when paying 67$ for a new lab box. That is not true. However, spoke with a ***** on 7/23 today who actually seemed to understand the problem and assured me correct steps were being taken. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 07/30/2025

  In response to concern below patient called on 07/23/2025 and spoke with ***** and since this time the patient's bill BI01040240 now reflect ****** per EOB. As stated, this was not being billed to patient for this balance and the remit was in process of being posted in the billing system. Patient was notified on 07/30/2025 of account now reflecting the balance of ****** per EOB. Patient stated she would wait for statement to be mailed.  Attached is a screenshot from the on line portal that shows no statements were sent to patient while we are waiting for EOB to be posted to patient account.

  Please let me know if you need anything else. We apologize for any confusion this may have caused.

   

  Best regards,

  ******** *************

   

  This company is committing insurance fraud. They have never once sent me a bill for Feb 2025 labs and my insurance eob shows I owe them ******. I find an online account this week for them that says I owe them *******. This is not accurate. When my insurance is in network you legally are not allowed to charge me more. I have eob proof and this company is committing insurance fraud which is a federal offense.

   

• Initial Complaint

  Date:03/18/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner received a bill from this provider and our doctor didn't send the insurance information. They suggested me paying full and asking for an EoB from insurance to refund the rest later. So I did, but asking for refund processing after sending the EoB is really painful and it looks like never gettting resolved. Been calling them every 2 or 3 weeks since Nov, everytime they were saying calling back in 2 weeks and never getting it resolved.We paid ****** for the full, the member rate should be ******, the discounted ****** is the amount we are trying to get a refund from their side.

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Total rip-off. I followed all the directions, and then they said they couldn't examine it because they received it late. They wanted another sample, and they were going to charge me ANOTHER $75.00. You had a 24 hour window, and you got it after 26 or 28 hours and couldn't use it? I shipped it immediately after collecting! This is YOUR fault. What gets me is they didn't even look at it, they just chucked it. They should at least perform the analysis and give it an asterisk saying it was outside the 24 hour window. That would at least be worth something, even if I had to do it again. What a total ripoff, and I would encourage anyone to think twice before using their services. If the shipment is delayed for whatever reason, they will blame you and charge another $75.00. Simply outrageous. That's almost a day's labor for a general laborer, think about that, ReproSource.

  Business Response

  Date: 09/19/2023

  There were a couple of challenges with ******* testing:
  
  When the **************** Representative reviews the collection process, we request that the collection is made after 12:00pm to ensure that the sample arrives at ReproSource for testing in less than 26 hours from the collection time.
  ****** made his collection at 6:00am.
  
  The collection is made in the collection cup, once the sample liquifies.  Using a pipette, the liquid is transferred from the collection cup into the **** vial.
  The **** vial was not shipped back.  The package we received from ****** only included the collection cup, we did not receive a **** vial.
  We are unable to perform the test without the **** vial.
  
  * If the only challenge was that the sample was collected too early, we would attempt to run the test, to determine if a recollection is required. 

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did include this DSAM vial that they are claiming is missing. There was nothing left over after I finished the collection and packaged it up, other than the pipette used for the mixing.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:03/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in June 2021 I started the process of fertility test with Reprosource as instructed by my doctor. I called them in order for a kit to be mailed to me and return to the lab.I paid the shipping fee, I contacted my insurance to make sure that these services are covered. An hour later, I called Reprosource again, as their services are not covered by my insurance and therefore I will not be conducting the lab.They promised to refund the shipping fee.About a year or so later, I started receiving bills from their lab about services that I have never conducted, including a full fertility lab work for specimen that I have never even sent. This business is practicing fraudulent activity by sending fraudulent bills to customers.I have contacted the business multiple times over the phone, spoken to the customer relationship, the billing department, and the manager in duty. over overall more than five attempts to delete this fraudulent bill.It is now been two years since this alleged services took place and they have sent the bill to a collection company. Never have I received the refund for my shipping as promised and they fail to erase that outrageous fraudulent bill from my account. I regret ever contacting Repro source and filing the complaint is my last resort, trying to protect my credit receive my refund.I ask BBB to have to have this bill deleted by Reprosource, refund my payment and compensate me for my time and hardship.

  Business Response

  Date: 03/28/2023

  Sorry to hear that you had a bad experience with Reprosource.  The account was reviewed, and we put a rush on the refund of $75.  You should expect to receive this soon.  Let us know if we can be of any further assistance.

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Keinan

   

   

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent a bill dated 12/30/22 for a test requested by my provider. The bill was sent directly to me. The bill needs to be sent to my provider so they can file through VA ********* care for payment.

  Business Response

  Date: 01/11/2023

  We did not have the patients Insurance ID# and reached out to the ordering physician but never heard back so we billed the patient.  The patient did call our office this morning and gave us the information necessary to bill their insurance.

  Customer Answer

  Date: 01/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************