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 Find Local Branches.

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

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• 

  Shady Grove Fertility Reproductive Science Center

  9600 Blackwell Rd Fl 5 Rockville, MD 20850-3655

• 

  Shady Grove Fertility Reproductive Science Center

  10630 Little Patuxent Pkwy Ste 305 Century Plaza Building 1000 Columbia, MD 21044-6215

• 

  Shady Grove Fertility Reproductive Science Center

  5215 Loughboro Rd NW Ste 410 Washington, DC 20016-2627

• 

  Shady Grove Fertility Reproductive Science Center

  3010 Crain Hwy Ste 201 Waldorf, MD 20601-2837

• 

  Shady Grove Fertility, LLC

  1231 S Jefferson St Roanoke, VA 24016

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:04/26/2024

  Type:Billing 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.

  I have a bill that has gone to a collection agency. I am not aware of the charges or services details of that bill. I have contacted shady grove in several occasions, 6 times to be exact, seeking information but no one has responded or answered my requests.All I want is a detailed explanation about my bill and why it has gone to collection without an attempt to reach me. I think it is bizarre that there was no problem contacting the financial department at the start of the treatment and now no one is ever available. I need an immediate response from the department. Thanks *********************** Cell ************

  Business Response

  Date: 05/20/2024

  While we work with insurance on this issue, we have notified collections and are communicating directly with the patient. We anticipate a smooth resolution. 

• Initial Complaint

  Date:03/11/2024

  Type:Product 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.

  Service connected Veterans, beware of Shady Grove Fertility (SGF)! You WILL pay for errors that the clinic makes. They told me an appointment was covered, provided the service & then requested money from me.The VA covers my *** treatment as a service connected Veteran, this is the only reason I can go through the *** process. My husband is Active ******** havent worked since leaving the Military over 3 years ago.?When making an appointment, I called SGF & asked if the referral was still valid & then made the appointment. Upon going to the appointment, I was informed that I was good, as well at checkout. I never received an email, phone call, text, letter or anything else stating I had a balance.?At the beginning of 2024, I received a new referral & waited to be notified that it was approved & sent to SGF before making my next appointment. When doing the check in process, for my next appointment, I was informed that it will be out of pocket $998.75 because my referral had expired & that I also owe $440 from the previous appointment. I asked them how my brand new referral, that was given 5 weeks prior, is already expired & how I owe $440 from an appointment that had a referral as well. SGF never updated my referral & the front office person, who scheduled my other appointment, never looked at the expiration date of the referral which was expired.SGF asked the VA to cover the appointment, that cost $440 since it would have been covered under an active referral, the VA declined due to not having active referral. SGF has now requested I pay the balance for their front office mistake. They still havent sent me a bill so I can pay them for their mistake.I was also informed, by the VA, that it is SGF's responsibility to request a new referral when it gets close to expiring which they also didnt do. They told me an appointment was covered, provided the service & then requested money from me. I would not have taken the ******************** take advantage of you.

  Business Response

  Date: 03/18/2024

  This issue has already been resolved to the satisfaction of the customer. Thank you. 

  Customer Answer

  Date: 03/31/2024

  Someone at SFG reached out and took care of the balance due to the situation. Issue has been resolved and there should be no further issues.

• Initial Complaint

  Date:02/05/2024

  Type:Billing 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.

  In January 2023, I received a bill from SGF in the mail that said it was severely past due when we didnt receive a prior bill. The bill has a charge for incoming tissue in the amount $450. I have tried calling the facility and they have not responded to this inquiry. Our family has not had any medical service performed with SGF since their inception and takeover of **** in *******, **. Multiple times I have tried calling during business hours and either get hung up on or wait for unreasonable amount of time >30 min to an hour. The billing office doesnt seem to care and is demonstrating poor customer service.Resolution expected is at least an explanation of what this charge is. The fact that they have sent this to collections without contacting us first is a red flag. We firmly believe that this incoming tissue service was not performed and is an inaccurate charge. We expect the business to promptly remove the charge from our account to resolve this issue. If the business can provide thorough explanation and documentation of what this charge is, we will proceed with payment in an agreed upon manner.

  Business Response

  Date: 02/16/2024

  The account has been reviewed and explanation provided. The account has been adjusted to the satisfaction of the patient. We consider this matter to be resolved. Thank you. 

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair 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.

  My wife (*******************) and I decided to pursue in vitro fertilization. About a year ago, we tried induced ovulation with SGF because my insurance didnt cover IVF. My wife even private insurance, but for some reason, SGF sent us big bills, even though we had dual coverage. I had to complain through BBB then to get someone from the billing **** to adequately help resolve the issue. My wife contacted SDF multiple times and got nowhere.Now, SDF has been sending my wife bills again, when we paid out of pocket for IVF, and the flat fee is supposed to cover everything. My wife has verified this with SDF multiple times and they keep saying they will get billing to fix it. The previous bills of over $1,000 have finally been revised to $137.50, but it is still wrong! The visit from August 22, 2023 was a basic consultation; not IVF procedure. SDF keeps billing it as an IVF appointment. There is also an August 29, 2023 appointment that keeps having a remaining balance. This should be covered completely. IVF is already stressful enough. To have to deal with fraudulent billing is a headache. I went through it before when we did induced ovulation last year. Now that we are laying out of pocket $18K, it is even worse!Please fix and get your billing practices fixed.

  Business Response

  Date: 02/02/2024

  We have given this account a full review and found that the issues mentioned have all been resolved. A member our financial team will reach out with an explanation of how the claims have been submitted, etc. There is currently no balance due, and the issues mentioned have been adjusted. We regret that this complaint was necessary and apologize for the communication lapses that led to the added frustrations. We feel that this has been resolved. 

• Initial Complaint

  Date:11/30/2023

  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.

  I loved shady grove but moved out of state and changed fertility clinics. I am 3 years into my fertility journey and at a stand still at my new clinic because they are requesting medical records that shady grove has yet to send. When I told my new clinic I was a former patient they scoffed and explained that it was **** near possible to get records from shady grove but that they could not see me in the office until they saw my records especiallly since I started my fertility treatment 3 years ago and am still unable to get pregnant. They would like to put together a baseline. I need ny records. ASAP

  Business Response

  Date: 12/16/2023

  While we have received a medical record request from **************, it was dated and submitted on 11/27/23. While the form states a fulfillment time of 30 days, we were able to assist ************** by sending requested records to the medical practice she desired. The request was fulfilled at the office level and was expedited due to the timely needs of the patient. The patient was notified of successful transmission of her records on December 15, 2023. We are glad that we were able to assist with this request. 

  Customer Answer

  Date: 12/17/2023

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

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair 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.

  My wife and I were patients of SGF in NYC in 2021-2022. We still have frozen embryos with them. When we went through the process we were told that the storage price for the embryos would be $110 per month (for 2 events). Since then the price has gone up over 10% year over year (to $120 and then to $130), and we were told it will go up to $160 next year, totaling a 50% rise in 3 years. I contacted the clinic to try to understand this rise and asked for a copy of the documents we signed with the original price to see if the terms allow them to set any price they went (after all we can't just decide to stop paying, they hold our embryos) but for over 4 months I couldn't get anyone to send me the contract, or answer me if I can somehow transfer to a different facility. I called, emailed, and used the contact form but I'm just being ghosted, and we still pay $130 each month with no option to do anything about it (other than throw away our future children). It doesn't make sense to me that they can just set whatever price they want without giving us any other possibilities.

  Business Response

  Date: 10/05/2023

  As requested, the signed contract has been sent to the patient through their secure portal. Shady Grove Fertility is committed to providing our patients with access to the highest level of care, which includes the safest and most stringent industry standards for storage and preservation of frozen eggs and embryos. At SGF, eggs and embryos are stored in liquid nitrogen versus a vapor. Liquid nitrogen is more expensive but is preferred as it maintains a more stable lower temperature for long-term storage. In accordance with our state-of-the-art laboratory facilities and protocols, SGF has had to implement increases in monthly storage fees over the last two years due to a number of factors including the dramatically increasing costs of liquid nitrogen over 50% -- as well as rising labor costs to hire and retain the highest level of laboratory staff. This is an unfortunate situation that is being seen throughout the country. During these financially challenging times, we regret the added burden this increase causes our patients.

• Initial Complaint

  Date:08/14/2023

  Type:Product 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.

  I signed up for the Share Risk 100% refund program at Shady Grove Fertility on 05/22/2022. Deposit was 27,850. Completed one IVF cycle, 17 embryos. Had two frozen embryos transfers using 3 embyros in total leaving 14 embryos left. Unfortunately, I ended up having 9 blood transfusions and a hysterectomy at 19 weeks due to placenta accreta on 01/27/23. On 7/12/23, I requested a Patient Withdrawal Notice to withdrawl from the program. On 7/18/23, I received a phone call from Shady Groves asking multiple times if I was sure about my decision to thaw and dispose of my embryos. I stated I was since I can not financially afford moving forward with a surrogate. They messaged me confirming my decision I made over the phone and that they will the share risk team know. About an hour later, I get a patient withdrawal notice form with the refund amount of 4800  and 0 as the remaining embryos in storage. I sent another message the same day asking to explain the form I received since I was expecting the full refund as I was going to thaw and dispose my embryos. On 7/19/23, my husband and I signed the forms to thaw and dispose our embryos. Since 7/21/23, I been requesting to get the Patient Withdrawal Notice form corrected. On 8/8/23, they sent me another form with 25,750 as the refund amount and 14 embryos remaining in storage. I message them on 8/8/23 stating that the remaining embryos in storage should be 0 since we had signed the forms to dispose them on 7/19/23. They said that they are aware, however I needed to sign the form to process the refund. I stated I was not going to sign a form with wrong information on it. I haven't heard back from them since.

  Business Response

  Date: 09/14/2023

  We regret the issues faced while submitting for this refund. Our specialists are currently working to correct the matter and will reach out ASAP to complete this. We apologize for the inconvenience this has caused. 

• Initial Complaint

  Date:07/18/2023

  Type:Customer Service 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.

  I have received multiple ***'s from Shady Grove Fertility and everything was fine until I moved my records to another medical facility. In the weeks following the move, I received a bill for my last *** performed on 12/10/22, coded incorrectly as a different type of ***. The code was consistent on the first 3 and charged the expected amount. With the incorrect code, we are being charged $1,366.80 instead of the typical $355. We have reached out numerous times via email and phone yet no one will return our calls. The email responses we get are that they have a contract with Optum and it has to be billed that way. Optum handles our fertility benefits only after we have reached our deductible which we have not - therefore, the *** should be billed through United Healthcare with the same code as the previous ***s. We continue to receive aggressive invoices stating that the bill is past due. This needs to be addressed and the business refuses to answer the phone or return calls. This appears to be a fraudulent billing practice, which appears to be a form of retaliation due to the timing after we transferred our records to a different practice. I would like BBB to handle communication to get this sorted out to prevent having to seek legal assistance.

  Business Response

  Date: 08/09/2023

  Our Financial Managers have been in contact with the patient as well as the insurance company. 

• Initial Complaint

  Date:06/16/2023

  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.

  Exact same story as the previous claim.On 2022, March 15, July 20, Nov 4, I was charged $1500 each transaction (total $4500) for diagnostic testing and the clinic claimed the insurance does not cover it. In addition, there was an additional $2100 charged without a valid diagnostic code.Later on, I found out from my colleagues and also confirmed with my insurance multiple times that my insurance should cover all of them. After checking the claims, my insurance already reimbursed Shady Grove. SO YES, the clinic got paid twice!!!!! I called and messaged multiple times and was told I would get a refund when all charges cleared. I have ended my treatment here a while ago and hesitate on future treatment with what has been happening here. (my company paid for one of the best insurance policy so we do not need to worry about claims in general, and apparently did not work here and would not get reimbursed had my colleague not told me that)And the latest, still no news yet.

  Business Response

  Date: 06/30/2023

  We have investigated your account and found that your refund check was processed on 6/28/23 and these are generally mailed out on Fridays. Your refund should be mailed today, Friday, June 30, 2023. We apologize for this delay, but refunds are not issued until all services have been processed by the insurance. This wasnt completed through the insurance until this month.The refund has been issues for the outstanding payment minus a small balance that was outstanding from a previous procedure. You will receive further info surrounding this also. Please accept our apologies for the inconvenience as deposits were collected based on information received from your insurance but are now being refunded. 

• Initial Complaint

  Date:03/09/2023

  Type:Customer Service 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.

  I received services from Shady Grove Fertility in February 2023 and August 2023. I had two insurance companies when I received services. Shady Grove Fertility is refusing to bill my primary insurance company for the dates of services. My secondary insurance company in which I have fertility coverage is asking for Shady Grove to bill my primary insurance company before they will pay for services. Shady Grove Fertility has a contract with my primary insurance company and are able to bill them for these services. I spoke to a person by the name of ****** at Shady Grove Fertility and she was very rude. She said that she was not going to bill my primary insurance company because she was not aware of the primary insurance coverage last year. However, I spoke to my primary insurance company with her on the line and they told her to send them the bill so that they process it and she still refused. She is basically saying that I am stuck with a bill even though I had 2 insurance companies and I am covered under my secondary insurance for the services. However, due to the insurance regulations, she needs to bill my primary before my secondary would cover it. And she is refusing and I am not sure why even after my primary said that she can. She was very rude and refused to let me speak to a supervisor over top of her. I should not be stuck with a bill because of her not wanting to do her job.

  Business Response

  Date: 03/31/2023

  We are unable to comply to this request as the patient electively chose not to be forthcoming with her insurance plans.  As such,we are unable to bill the plans according to our contractual obligations.  This ****** plan requires a PCP referral and authorization, none of which will be backdated by *************  We will not ********************* for services that will not be covered.

  Customer Answer

  Date: 04/02/2023

  [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: ********
  
  I am rejecting this response because: What they are say is not true. I gave them my insurance information that they requested. Both of my insurance companies asked them to submit the bill to them. Shady Grove refuses. I spoke to a representative of Shady Grove and they could not send me anything stating that they are not able to bill my insurance company. What Shady Grove is saying is false. In fact what they are doing is against their obligations. In fact, the ****** coordinator of benefits told one of Shady Grove representatives that they are obligated to bill them since they are in network. Shady Grove has the information for both of my insurance companies and they are refusing to bill my primary insurance for the care that I received. They have not even tried to bill my primary insurance company. They are also in violation of the No Surprise Act. 

  No Surprises Act (marylandattorneygeneral.gov)

  Regards,
  
  *********************