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Business Profile

Infertility

Shady Grove Fertility Reproductive Science Center

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Shady Grove Fertility Reproductive Science Center's headquarters and its corporate-owned locations. To view all corporate locations, see

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Shady Grove Fertility Reproductive Science Center has 18 locations, listed below.

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    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/19/2025

      Type:Product Issues
      Status:
      Answered
      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.
      *** keep charging for unknown service e and couldnt be reached by email or phone. We had previously requested to discard embryos. They sent me an email to activate a link but a link isnt valid and name mentioned on the email wasnt mine.

      Business Response

      Date: 06/02/2025

      We regret the inconvenience the patient is experiencing. In 2020, a Disposition formlegally required to discard embryoss and cancel cryostoragewas sent but never completed or returned. Despite recent follow-ups by phone and email, and resending the form, as of 6/2 at 4 PM, we have not received a response.
      Until we receive the completed form, storage continues and nothing can be discarded. We are ready to close the account and waive past storage fees as soon as we receive formal confirmation. We are committed to resolving this promptly. Thank you.

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Shady Grove is the most incompetent and useless fertility clinic I have ever had the displeasure of dealing with. This is the second time they canceled our *** transfer without warning. The only reason we stuck with them was bc they have our frozen embryos.Last year, I spent months corresponding with the doctor to ensure that the *** transfer would occur no later than November 2024. I met with the ** in October and was assured everything was a go. We paid for the *** in full at the end of October. The day before the *** transfer, I received a flippant vm from the ** saying it was cancelled. I was so blindsided. I called and asked why. He didn't advise I was supposed to be off the birth control. he put me on and told me to stay on. I asked could we rescheduled and he said no. That the procedure had to be cancelled. It took much correspondences to receive a full refund. Five months later, I randomly received a bill for $1,535. I called and spoke to various incompetent personnel who eventually advised that we were charged for the cancellation of the procedure. This is the second time their incompetence led to a cancellation. I wasn't charged a fee before and not I'm not paying this time either. I have been patient with this shady and scammy company. I've had enough. I'm not paying for a procedure that was abruptly by the ** himself without recourse. Also, if I supposedly owed, why not advise at the time when the full refund was processed? They have been harassing me. I'm considering taking legal action.

      Business Response

      Date: 05/02/2025

      We are currently working with the pt on these issues. It has been explained that cancellation of a cycle for clinical reasons is addressed in the contract signed by the patient and stipulates that the pt is responsible for the cost of services rendered up to the point of cancellation wth a discount applied. The pt will then be refunded the remaining amount paid for the cycle. While a refund was made for the cycle, the outstanding charges are still due and represent a balance to the patient. We have discussed the documentation surrounding the cancellation. There, indeed, was no outstanding charges for a previous cancelled cycle as there were no services rendered prior to the cancellation. We are continuing to work with the pt to attempt to reduce the burden but wanted to inform the BBB of our ongoing communication. 

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

      [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      God bless!


      V/r
      **** ******

       


      on the correct codes for my *** so they can be covered, as this is a covered benefit under my insurance. When they corrected the 14May2024 appointment my bill went down to 104 dollars. I believe I am actually owed a reimbursement once the correct codes are submitted to my insurance company. $450 deposit was paid *** is 555 according to my ***. I have been unable to speak with someone, no one is answering my emails or returning my calls. Because of this issue I have decided to seek fertility treatment at another facility.

      Business Response

      Date: 03/12/2025

      We regret that this issue has been so difficult and have worked with our supervisor team to resolve it fully. Insurance denials have been rectified and a refund is being processed. Our ****************** *** will reach out personally to review this. Please accept our apologies for the frustrations this has caused and we now consider this matter to be resolved. 

    • Initial Complaint

      Date:11/22/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      The company has been either incompetently or unwilling to submit billing to insurance which we obtained a gap exception for. We have requested this multiple times and have only received bills to the point where we have been threatened with collections. Furthermore we were not provided information other than assurances that the recommended treatments and outpatient providers utilized were covered. We would like them to correctly bill the insurance and adjust our bill and/or explain the charges

      Business Response

      Date: 12/04/2024

      We are currently working with the administrators of this Gap Extension plan. The plan has very specific requirements for services and, as reviewed with the patient, does not offer coverage for diagnostic services. We are working with the plan to optimize the coverage for all services available.We are awaiting responses from an additional submission on behalf of the pt. We regret the frustration this has caused and continue to work to gain guidance from the plan administrators. 

    • Initial Complaint

      Date:11/13/2024

      Type:Order Issues
      Status:
      Answered
      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.

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 22551737

      I am rejecting this response because: The second claim (9/19/24) on was never retracted from my insurance company. After long communications with ********** Blue Shield of *****, they confirm that all consultations, provider visits, diagnostics, and labs are covered under my plan. So although Shady Grove states that this was filed with insurance as a mistake, they were not up front about this from the very first visit when I was made to pay $250 to have a consultation. This first visit was billed and covered by insurance (first claim) leaving me with a $30 co-pay. When I brought this to Shady Groves attention I was forced to pay the $30 co-pay in order to receive a refund for $220.  

      As for the *** program that I paid for with monitoring ($1300) prior to being educated on the fine print of our benefits, I do not feel that this business handles the financial aspects of women/family planning healthcare in an ethical way. If my insurance covers EVERYTHING but the actual insemination then I should have been charged for Natural *** without monitoring for $370 (Please look at the chart attached.) Had they continued to bill insurance company for all of the monitoring during that cycle it would have amount to around $945 as the one they claim to have mistakenly billed was covered for a total of $315. $945+$370=$1315. 

      Making woman pay almost a thousand dollars more for a "financial program" when only the fertility treatment itself (intrauterine insemination in my case) is not  covered, is unethical and a scam!  It's a simple act of accountability and acknowledging that this very unthoughtful process is affecting many couples in family planning with Shady Grove. 


      Regards,

      ********








      phone was actually ARGUING with me that this "first" monitoring appointment was NOT covered in the *** cycle. It made absolutely no sense.I have yet to be refunded for what they have received double payments for. Also, I was suppose to start a second round of *** with monitoring and not one person has followed up with me on the patient portal (which is also a nightmare to navigate) to see where I am at with that.After reading some reviews on the BBB, I know I am not alone in this and my situation is happening to many patients. Not having fertility treatment does not mean that they do not cover the doctor visits or the monitoring and diagnostics. It purely means that they do not coverage the actual fertility treatment such as the ***, fertility medications or IVF.Shady Grove is stealing money from some of the most vulnerable women and it is disgusting.

      Business Response

      Date: 12/02/2024

      We have contacted the patient to discuss. At ***, our global fee programs are designed for people that do not have coverage for these treatments and include specified visits needed for treatment.Occasionally, some visit types are generally covered by insurance when submitted but ultimately retracted when later realized to be associated with a non-covered service. One such visit was submitted in error, subsequently retracted, and the co-pay refunded to the patient payment method on file on Nov 19.  We apologize for the frustrations this has caused and consider this matter resolved.

    • Initial Complaint

      Date:08/06/2024

      Type:Order Issues
      Status:
      Resolved
      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.

      [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 made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

      In addition to clarity on your policy, I suggest a training of your claims staff - it was repeat errors in the claim submission (missing dates, numbers, etc.) that drug this out beyond a reasonable time. Further, the only action taken on the lagging claim was a result of my inquiries, not any proactiveness on the part of your staff. Had I not engaged, my claim would still be sitting there, unresolved, and I would still be out thousands of dollars. Please use the case as a learning opportunity and do better for others.  

      Regards,

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


      the refund, we could get that money back in a reasonable amount of time. The doctor told me it was an easy process. I assumed that would be 60 days *** since many states have laws that it has to be even sooner than that. The second cycle, under pressure for success, I did submit to testing and paid the money. Even though after my first cycle my eggs never got to an embryo stage. My complaint is it was very unlikely given my age and egg quality, confirmed by testing and my first cycle, that i would even get to the stage of being able to use the genetic testing. I was pushed into services i didnt need and lost my deposit even though I never produced an embryo to test. Also, the 4190 will not be refunded until all my insurance claims are processed, even though i have no liability on them (all processed and paid) Shady grove sat on this for months. Even though my insurance processed all claims and paid them. They continue to find errors and one claim has been readjusted five times.

      Business Response

      Date: 09/04/2024

      We regret the inconvenience caused by the wait for a refund. We have clarified our process around this as a result. All charges and payments have been examined a refund has been issued. We consider that this complaint has been resolved and apologize for the need to escalate.  

    • Initial Complaint

      Date:07/25/2024

      Type:Billing Issues
      Status:
      Unresolved
      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 have reviewed the message.  Shady grove is still investigating, as well as I have contacted the insurance company to investigate, however I do not wish to close out the case because it has not been resolved.  The bill is still due and nothing has been resolved at this point.  I have submitted the evidence required to both entities and am waiting for them to resolve this matter. hat includes the day of insemination. It is not to be used for preparation of embryo for transfer which is what that day was.I sent several messages about them using the wrong cpt code to bill me for more money incorrectly. I was transferred to billing who said they couldnt do anything, then transferred to clinical team who said they couldnt do anything. The provider then sends a message about the procedure which states "We make a culture dish and incubate it overnight (the day before the **** and then the warmed embryo goes into this dish for an hour or 2 until transfer. This is the dish we transfer the embryo out of."Which clearly shows the procedure was to prepare the embryo for transfer which the code they used is not for.I get an additional bill that they then add the correct code ***** ( preparation for embryo transfer) , however they refuse to remove the incorrect code so they can try to collect more money from me. The incorrect code is $1,800. Correct code is $770

      Business Response

      Date: 08/16/2024

      We have been in contact with the patient regarding her assertions. She will work with her insurance company while we escalate her additional concern and remain in contact while we work to resolve the matter. She is amenable to this. 

      Customer Answer

      Date: 08/23/2024

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 22042257

      I am acknowledgment this response but can not close out the matter because it has not been resolved.  The bill is still due, and not taken care of.  Neither entity has concluded the matter and it is ongoing so I do not wish to close the matter until it has been concluded.  Shady grove should have the recorded call with the insurance company from January 12th to collaborate what was stated between their representatives and the insurance company so that the responsible party can pay.   I have not heard back regarding that call that was recorded, or the fees that were being charged to be in overcharging when I have proven that I was being charged for procedures that did not happen.

      I will continue to work to resolve this matter with the both Shady grove and the insurance, but at this time the complaint shall remain open as it has not been resolved.




      Regards,

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








    • Initial Complaint

      Date:07/22/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

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

      Business Response

      Date: 07/30/2024

      Please accept our apologies for frustrations this has caused. Upon researching the account, it was noted that he charge related to the test have already been removed. A statement reflecting this will be sent. We regret the inconvenience this has caused, and the time required to correct. We consider this matter to be resolved. 

    • Initial Complaint

      Date:07/17/2024

      Type:Billing Issues
      Status:
      Answered
      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.

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 22000960

      I am rejecting this response because:

      Thank you for reaching out to us and providing itemized documents. However, our main concern has not been addressed directly by multiple support agents. 
      Our concern was that, based on our bank statements and email receipts from *** that we shared, we have totally paid $16,958.15. Among this, $1,650.00 was paid to Fertility access which is a genetic testing service outside of SGF (explained by a SGFs support agent). Subtracting $1,650.00 from $16,958.15, SGF supposedly received $15308.15 ($16,958.15 - $1,650.00) to cover all the cost incurred at SGF. This $1,5308.15 amount is higher than total Patient Receipt amount of $13,438.76 from SGFs itemized statements by $1,869.39 ($15,308.15 - $13,438.76). Therefore, the main concern was what happened to the $1,869.39 that we paid but was not recorded in **** statements?
      It is worth noting that our payment methods were either direct bank transfer or cash payment to staff at **** front desk (resulted in SGFs email receipt sent by the front desk staff). We suspect some cash payments were not properly recorded somehow, as it would be much more difficult to miss an electronic bank transfer. 
      This issue has never been addressed by ***. All the agents only looked at **** statements without investigating why there was a disparity between our payment records (bank statement and SGFs email receipts) and patient receipt amount from SGFs itemized statements. 
      We would really appreciate it if SGF could directly address this issue. 

      Regards,

      **** ******








      e, via a SGFs patient portal message with statement showing 0 balance due. During the communications to clear up above billing issue, *** has contacted *** debt collector, and they have failed to update the billing status with *** since the issue resolved. Currently, *** refused to contact *** to validate debt collection request, and we have not been able to reach anyone from *** to ask them to cancel that collection request with ***. This led us to a dead end without any way to resolve the situation without being able to contact anyone from *** billing department via their portal. We tried calling *** and have not been able to reach anyone from billing department either. This has been going on for many months and it caused mentally depressions to me during pregnancy and postpartum.

      Business Response

      Date: 08/13/2024

      An extensive review has been conducted by our Financial Supervisory team on the account. We have provided a complete reconciliation of the account to the patient. Our findings are that the account and balances are correct. We have been in communication both by phone and electronically and have provided full documentation of claims and payments. We anticipate that the documentation will clear any uncertainty and consider this complaint to be resolved. Thank you. 

      Business Response

      Date: 09/05/2024

      An additional thorough review was completed based on the rejection response and it was found that all payments have been accurately captured and credited to the account. There is a transposition of numbers in the complaint that creates a miscalculation in her record. It was noted that 4 payments were not made to *** proper and therefore aren't included in the *** receipt total. This was explained in detail. We consider this matter to be resolved. 

      Business Response

      Date: 09/11/2024

      This patient's account was meticulously reviewed by many within ***. Many spreadsheets and explanations were provided to the couple. Another full expanaation occurred on 9/10 and the patient voiced understanding and was satisfied to resolve their account. We are glad to have a resolution. 

    • Initial Complaint

      Date:05/21/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Asked up front about the pricing multiple times because a loan was necessary. Took out a loan for the amount that was quoted. Now I am constantly receiving bills for items not included in the loan and the price was not disclosed. I was told I was good for the tests and have been receiving bills a month later. This company is very deceiving in their practice.

      Business Response

      Date: 06/17/2024

      Our Financial Supervisors have attempted to contact the patient. There is currently no balance due with our business. The insurance is pending on a number of items and there are services rendered from other providers that are not billed through SGF. We have requested additional information from the patient to determine why this figure is mentioned here. We are prepared to review this directly with the patient. 

    Shady Grove Fertility Reproductive Science Center is NOT a BBB Accredited Business.

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