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:11/10/2023

  Type:Order 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.

  This is my employer provided fertility insurance provider. I have been undergoing fertility treatments starting 2022. Progyny had assigned me a patient care advocate (******************) who on several occasions was unresponsive to my calls/ emails when I needed information about my coverage. Progyny informed me that a procedure (Hysterosalpinpogram - HSG) that is required as part of my fertility treatment will be covered. And hence I went to my clinic with a prior authorization from Progyny and got the procedure done on 09/30/2022. But afterwards, my fertility clinic (****) told me they cannot bill Progyny since the clinic's radiology department does not have a contract with Progyny. This nuance was not told to me either by Progyny or by ****. Now I have been billed $884 for this procedure which I am being asked to pay out of pocket. I have been reaching out to Progyny since 10/17/2022 about this issue (several emails, internal cases have been opened with their team) but Progyny never gives me a clear response. Over these months, Progyny first told me that they will cover, then they became unresponsive for several months, then they said I signed a consent form at **** asking not to bill Progyny (I did not sign any consent form about paying out of pocket and so far they have not shared any proof) and its been one reason after another. In the middle of this they have fired ****************** and they tell me they do not have information about her communication with me. They have kept dragging the case for over a year and now they say that this has crossed the 1 year claim coverage window and that I have to pay this out of pocket. In addition, Progyny does not provide any insurance card which I can show to clinics and labs. They just provide me with an ID number which is also the reason no labs and clinics recognize them easily. They claim to have coverage with Quest Diagnostics and Labcorp on their webpage but neither of these labs recognize Progyny when I walk in.

  Business Response

  Date: 11/27/2023

  We are in touch with **** and the member to attempt to resolve the issue.

  Best,
  Progyny

• Initial Complaint

  Date:11/09/2023

  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.

  I obtained a service and after pre-authorization from Progyny and was supposed to submit a claim for a substantial reimbursement. I was sent a DocuSign document where I had to fill the address where the check needed to be sent and I filled it with my current address. I learnt from my health insurance that the claim was processed and the check was sent to Progyny on 9/23/2023, fully due to me. It has been over 45 days now and I am still to receive the check. I have gone back and forth with the ************ Advocate with over 10 messages and was finally informed on 11/9/2023 that there was an address mismatch between what Progyny had in their record and the DocuSign document where I have my current address and thus they had to stop payment and re-issue the check.1. I was never intimated that there was an address discrepancy and have been in touch with customer service since 10/23/******. I have been asking for a way to get in touch with the finance team or the supervisor of the advocate and I am never getting an answer for that.3. I have asked for a timeframe on when I will get my payment, due in full, and am getting no timeline.I have paid over $800 in interest to my credit card due to not getting my payment in time and am still not sure when I will get my payment, with no way out. This is not the first time I have had this experience with Progyny and for one of my previous claims that was directly submitted by my provider, it caused 8 emails before they resolved the issue. This time it has put an immense financial burden with no way of getting in touch with the team responsible for the payment, no specific answers to my questions. I was supposed to get updates but got nothing until I realized my health insurance had paid Progyny, which was fully due to me, 45 days ago. Due the above reasons, I am suspecting fraud by the company, and wish to report this.

  Business Response

  Date: 11/27/2023

  This member's issue has been resolved and they were notified when it was resolved.

  Best,

  Progyny

• Initial Complaint

  Date:11/03/2023

  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.

  Progyny locked my benefits and they have been locked for three weeks causing me to have no access to the care that I need. After two weeks they finally tell me that I need to verify my account and plans for using my benefits. I do that and I ask during that call if my benefits are now accessible to me and the advocate says yes. Three days later I still dont have access to use my benefits and I have appointments. To make matter worse, I call daily trying to find a resolution only to be told that they can create tickets which they create daily and I never ever get a callback or response when promised. Ive literally been begging for the services that is supposed to be available to me. And when I ask why I STILL cant access my coverage no one has any answers which will most likely be another excuse. Please avoid this company at all costs!

  Business Response

  Date: 11/03/2023

  We have spoken to her benefit and explained how she is able to use her benefit and the ways in which her benefit is not able to be used.  She can call us at any time to utilize her benefit for her own medical care.

  Best,

  Progyny

  Customer Answer

  Date: 11/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   This does not even answer or resolve my issue at hand. Im not able to use MY BENEFITS for MY CARE because the ************ are locked where I CANT USE THEM FOR MY CARE. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

  Business Response

  Date: 11/09/2023

  We've attempted to reach the member directly and not been able to.  There is nothing stopping her from using her benefit at this time.  If she has questions she can call and reach us directly.  

  Regards,

  Progyny

• Initial Complaint

  Date:09/22/2023

  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.

  The account ID is : ********* This bill was sent to me early September. Around sep 5th I got a notice via text that I had a new bill for my progyny account. I was expecting maybe a $30 bill for a small service. But, I opened the link and was surprised to find a bill saying I owed them $1,430.94. I was confused and I called the help number to ask about it. The woman I spoke to explained to me that progyny does not cover expenses until a deductible of somewhere between $1500 to $1800 is met. This is something I was not told upon signing up for this service through them. When I asked what that amount was being charged for, she told me it was for my initial diagnostics and workup. I was even more shocked by this information because it was routine blood work and an ultrasound. Both of which I already had done before coming to them and only allowed them to do because I was told that, as long as my account was approved, the initial consultation, ultrasound, and all that, would be covered by them. No out of pocket for me and that it was normally in the range of a few hundred dollars out of pocket, not over $1000. I explained this to the lady and she apologized and said they could check the call but that I would also be getting another bill for my timed *********** treatments. I explained that I was told by my financial person and the woman who signed me up for progyny that I could use smart cycles to cover the cost or I could pay out of pocket and save my smart cycles to cover more expensive treatments like IVF. I was also told that I only had a certain amount of smart cycles to use and I was keeping track of them. The lady told me that smart cycles are not to cover the cost of treatment because they're not an insurance company and that once the deductible is met, then they will cover it. I asked to be set up on a payment plan and she said she would seek approval for a longer payment plan and call me back. She has not called me back and they continue to send notices.

  Business Response

  Date: 09/27/2023

  Progyny ****** Services did reach out directly to this member prior to receiving this complaint to help set up a payment plan and confirm the multiple instances where financial responsibility was discussed and estimates were provided.  We understand that insurance coverage can be confusing and have reached out again today to discuss.

  Best,

  Progyny ****** Services

• Initial Complaint

  Date:08/14/2023

  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.

  oReimbursement check for $260 oProgyny claims it was mailed July 12, 2023 oProgyny is a company we get fertility benefits through from my company oProgyny is delaying any resolution of the problem oThey claim two checks have been mailed but will not provide any proof

  Business Response

  Date: 08/21/2023

  The monies are being sent and check numbers are being provided to the member.  We are in touch with the member to ensure that the issue is resolved.  

  Best,

  Progyny

• Initial Complaint

  Date:08/08/2023

  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.

  In January 2023, my wife and I became aware of a Coordination of Benefits problem that needed resolved. Once we became aware, we have made every effort to get the correct information in place due to my spouse and I both being covered under two health insurance policies. I was told to request a letter from my primary insurance stating that there was no coverage for Assisted Reproductive Technology. I obtained this letter on January 9th and provided it to Progyny. I was also told that it should be resolved in 4-6 weeks but denial EOBs from my primary would be helpful to get it resolved sooner. I provided a denial EOBs as requested but the issue is still unresolved 8 months later. Progyny continues to deflect blame and say they are working with ***** to resolve the issue but every timeline I have received has came and gone with no resolution or real update as to what additional information is needed to fix the problem. Additional letters were requested from me in July to which I responded promptly and provided them with the requested documentation. After providing the documentation, I gave it a couple weeks and then requested an update. This update was like the many others that I have received along the way which was "Not yet. We'll update you once the account is unlocked." I find that response to be very insulting given that this has been ongoing for 8 months. Due to these delays and out-of-pocket expenses, we have suffered financial difficulty. I requested a reimbursement for prescriptions we paid for due to the excessive delays and this was denied as well even though I provided documentation from my primary insurance denying the medications. I would like reimbursement for these expenses and for my wife's account to be unlocked so we can have claims from 2023 submitted and resolved since all claims have been submitted to my primary insurance.I am more than willing to provide any documentation requested of me and have made that clear throughout this process.

  Business Response

  Date: 08/14/2023

  Progyny is in touch with the member as to what their carrier is requiring from ** to cover services.  The carrier and Progyny have requested new information from their provider and have followed up as recently as today.

  A member of the escalation team will reach out directly.  

  Best,

  Progyny

• Initial Complaint

  Date:08/02/2023

  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.

  I paid three bills from Progyny (totaling about $1500) in July 2022 for services. Later I received more bills from them and I also found out that I had met my out of pocket maximum for my primary medical insurance before making the $1500 in payments. If Progyny had coordinated with my primary medical insurance, I shouldn't have received those bills. I contacted Progyny and requested a refund in Sept 2022. They told me to wait for their response and not to pay any more bills. I followed up a few more times with them in the following six months. Every time they told me that the process takes a long time and they will contact me when it's resolved. Now it's been almost a year since my initial request and I have heard nothing. In the meantime, I have been receiving constant bill reminders from them. I would like them to refund my payments, update the balance on my account, and stop sending me bill reminders.

  Business Response

  Date: 08/10/2023

  Progyny has been working with the member's carrier to reprocess claims and the team is in touch with her for updates as recently as today.  

  Best,

  Progyny Member Services

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear Sir/*****,
  
   
  
  I hope you are doing well!
  
   
  
  I would like to reopen the BBB Complaint #********. After submitting the complaint, the business responded to my request and refunded me about $500 for overpayment. However, they should have refunded me about $1500 for overpayment, so they still owe me about $1,000. They have been sending me emails and texts about the inaccurate bills and I would like them to stop doing that. Therefore, I would appreciate your help resolving this issue.
  
   
  
  Thank you!
  
  *** 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********
  
  
  
  
   
  

  Business Response

  Date: 04/08/2024

  We're in touch with the member and her carrier to ensure that she did not pay more than her carrier determines for the services in question.  

  Best,

  Progyny

• Initial Complaint

  Date:07/10/2023

  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.

  Trying to use my progyny benefits has been a nightmare. I am trying to coordinate my benefits. My primary insurance does not cover ivf treatment. I provided progyny a letter stating this from BCBS. According to their requirements for a cob. 3 weeks later I was then denied and told I needed and explanation of benefits showing that the treatments were not covered. So I called BCBS and a PCA to generate the *** with the medical treatment codes to prove my insurance wont cover ivf treatment or the medication. I was denied again because they said I needed a date of service. The problem with this is I need a prior authorization to receive treatment and get a date of service. They are asking me to ask my clinic to give me services for free and then bill my primary insurance get a denial and submit this to progyny. The issue here is that my clinic is not going to perform services without payment. So I cant use my benefits. This company has horrid processes and they dont help members going through an already tough time resolve the problem. Ive done everything theyve asked and my benefits are still locked. Furthermore, a date of service wont change whether or not ivf treatment will be covered. The purpose of coordinating benefits is to determine which insurance company pays. If one insurance company has stated they do not cover treatment or specific medical codes they other insurance should kick in. I have spoken to the rudest PCAs and I have no faith in this company. I definitely recommend going with any other company for fertility benefits progyny continues to be a living nightmare. Ive missed now 2 cycles because this remains unresolved. Ive included the documentation I provided to progyny below as well.

  Business Response

  Date: 07/12/2023

  We are aware of this member's challenge with coordinating between carriers.  Unfortunately, some secondary carrier have specific requirements that must be met prior to authorization.  Progyny must follow the policies of the underlying carriers.  We have reached out to the member directly to communicate the carrier requirements and offer assistance.

  Best,

  Progyny Member Services

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Umr said my benefits shouldnt be locked. Clearly there is a disconnect. Progyny has not solved the problem.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

• Initial Complaint

  Date:05/24/2023

  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.

  In 2022 Progyny over charged me over $1,000 beyond my out of pocket **** That took a long time to resolve and was just a glimpse into what a nightmare Progyny has been for me. I had an FET scheduled for January 2023 and was informed coordination of benefits would need to be done for the 2023 year with my primary insurance. I submitted the only documentation my primary insurance would give me in December 2022. Progyny authorized for my FET. Days before my FET Progyny casually sends me an email they are canceling the authorization due to coordination of benefits. I spoke with my doctors office and they said everything was good and Progyny did pay for that FET. Sadly that ended in a miscarriage and I informed Progyny of this and the next day I get a call that coordination of benefits havent been completed. I have tirelessly gone back-and-forth with my primary insurance(had no coverage change), doctors office and Progyny. I no longer have a primary insurance and have provided Progyny with the necessary information. Its now the end of May 2023. My PCA told me she would call my doctors office and the next thing I know my Progyny account is locked. Every time I talk with Progyny they tell me another 4-6 weeks. I never hear from my PCA ******. Struggling with infertility is hard enough as it is. Its unbelievable the lack of compassion Progyny has and the amount of stress and anxiety this company has caused me is unmeasurable. I need to begin medication June 2nd and need this resolved. There is no primary insurance to coordinate with.

  Business Response

  Date: 05/26/2023

  ***** to receiving this complaint, Progyny ****** Services had resolved the delay with the member's primary insurance.  We have been in touch directly with the member to inform them that this has been resolved.

  Best,

  Progyny 

• Initial Complaint

  Date:04/19/2023

  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.

  Progyny discriminated against ** as a gay couple. Progyny failed to perform services per their contract with our employer. Progyny purportedly has established a 90 day reimbursement timeframe, yet when we have repeatedly asked what their contract with our employer states they refuse to provide. Progenys failure to provide reimbursements in a reasonably timeframe has caused injury to not only us, but to our consultant, to our surrogate, to our clinic. We were repeatedly shuffled from one case manager to the next and went months without speaking to anyone. Staff speaks to us condescending tones. Refuses to asks questions and fails to perform the most basic of customer service needs. We plan to file a complaint here and with the ************************ if a complaint here does not work. Progyny fails on every level.

  Business Response

  Date: 04/24/2023

  ***** to receiving this we were in touch with the member to explain the process and timelines.  We've reached out directly and provided the best point of contacts for discussion to ensure all issues are resolved.  

  Best,

  Progyny