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:01/23/2025

  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.

  We purchased eggs from Fairfax eggbank in September 2024. While we saw many negative reviews we decided to make the decision to work with Fairfax eggbank after promises from their staff. When the eggs were defrosted in December 2024 for fertilization our lab reported that they were of poor quality. Their report notes that some were dark and several had no membrane resistance meaning the membrane was too thin for fertilization. I immediately reached out to ***** our client relation specialist that we were un happy with the quality. They claimed that since we were able to get one unusable abnormal embryo from the poor quality eggs that satisfied their guarantee We requested a review and they declined our request for a replacement cohort of eggs. Our doctor and embryology team are in agreement that they received a poor quality product that could not be used appropriately and attempted to get fairfax eggnank to provide a replacement . We have tried repeatedly to settle this matter directly with Fairfax eggbank. We are currently consulting with attorneys since Fairfax eggbank has refused to rectify the situation.

  Business Response

  Date: 02/07/2025

  Hello,

  We are sorry they are going through this. Our terms guarantee one embryo suitable for biopsy and/or vitrification and this couple had one embryo suitable for biopsy, therefore the guarantee was met. The terms do not guarantee ploidy. The Terms of Use also details out the guarantee and what we do and do not guarantee, which both partners signed. Our embryo development guarantee was developed with the idea that every scenario presents different variables, and it is our goal that despite the different variables at our freezing partner clinics as well as our warming partner clinics, a minimum of one good quality blastocyst will develop from every cohort.

  For more information: We have spoken to her multiple times to explain this guarantee and have discussed this matter thoroughly with her clinic as well. Additionally, the donor this cohort came from has had multiple positive outcomes with four reported pregnancies.

  We distribute eggs all across the world and have very tight quality control measures to ensure we are providing the best eggs possible to our Intended Parents and **************** Fairfax EggBank would never knowingly include oocytes that are considered to be of "subpar" quality and would not want to put our reputation or our clinic partner's reputation on the line for the sake of selling a couple additional eggs. Replacing these cohorts would mean not standing by our quality and guarantee. Please, let us know if there is anything else we can provide.

  Thank you, 
  ***** *****, Director of Marketing, and the Fairfax EggBank team. 

  Customer Answer

  Date: 02/19/2025

  [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: 22850033
  
  I am rejecting this response because: Our doctor has clearly stated that the eggs received were of poor quality. While we understand the guarantee regarding the 1 embryo, fairfax eggbank was contacted immediately regarding the quality of the eggs. Since we did not receive 6 quality eggs this is not holding up their end of the contract. Our doctor has agreed to testify to the fact that these eggs were poor quality and stood no chance. Our *** the medical director of a large facility, is extremely upset about Fairfax egg banks actions. This situation has changed how he views them and will no longer be recommending them to patients. Fairfax egg bank continues to rely on their guarantee of one embryo however the guarantee is irrelevant if they didnt satisfy the contract of providing 6 good quality eggs. 
  
  Regards,
  
  ******* *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/06/2025

  Hello,

  
  What is the full process? Do we have to do a second response of have we fulfilled our due diligence with the first response? This client I believe will reject anything we share. How many times can it go back and forth? How many times do we need to response? We care about this client, but don't want to escalate the situation by continuing to go back and forth. 

  
  Thank you, 
  ***** *****

  Customer Answer

  Date: 03/09/2025

  Fairfax eggbank refuses to provide documentation that the eggs were good quality upon retrieval. Our doctor( medical director of facility) is disgusted with fairfax eggbank and will no longer be working with them after this situation. The embryo guarantee is irrelevant since they did not supply what was purchased, 

  Business Response

  Date: 03/14/2025

  Hello,

  Each of our clients signs a Terms of Use ("TOU") governing their purchase from us, and this TOU clearly sets forth the terms of our ****************** Guarantee ("Guarantee") on pages 6-8 of the TOU.  That Guarantee promises that the eggs purchased by the client will result in one embryo suitable for transfer, biopsy, and/or vitrification.  The eggs purchased by these clients resulted in one embryo suitable for biopsy.  Therefore, the Guarantee was met.  Both clients signed the **** confirming their acknowledgement and acceptance of all terms including the Guarantee, and a copy of their signed TOU is attached.  We regret that the clients are dissatisfied with their experience, but we have clearly satisfied our obligations under the TOU.
  
  We also would like to note that the eggs utilized by this client were from a proven donor with two ongoing pregnancies and multiple embryos from the same egg donation, which are all key indicators of a quality donor.

  Kind regards,

  
  ***** *****, Director of Marketing, Fairfax EggBank

  *TOU uploaded as 2 parts due to file size limits. 

  Customer Answer

  Date: 03/19/2025

  Email from Dr. **** ******, medical director of CCRM Notthern ********* stating that the eggs were poor quality. 

  Customer Answer

  Date: 03/21/2025

  Email from Dr. ******

  Customer Answer

  Date: 03/21/2025

  Email

  Customer Answer

  Date: 03/21/2025

  [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: 22850033
  
  I am rejecting this response because the *** is irrelevant since Fairfax eggbank did not provide what was promised/purchased. Please see attached email from Dr. ******* medical director of *************************************** , stating the eggs were poor quality. Fairfax eggbank has not tried to rectify the situation in any way.
  
  
  Regards,
  
  ******* *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/22/2024

  Type:Sales and Advertising 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.

  A cohort of eggs was purchased from Fairfax egg bank. They have a very rudimentary/not clear guarantee for the quality of the eggs. After proceeding with fertilization of the eggs. 4 did not survive and 2 survived but had severe genetic issues. As a physician myself and with the opinion of my obstetrician we felt that these eggs were not likely high quality eggs. It is very unusual for 6 eggs to become fertilized and all 6 have issues with them. Their guarantee covers a very subjective quality that the blastocyst needs to be of good quality but how do you really know they are good quality until they are tested. They were tested and were not good quality quality. Fairfax wont cover this under their guarantee. But it is a poor representation of their services.

  Business Response

  Date: 06/14/2024

  Hello,

  We are sorry they are going through this. Our terms guarantee one embryo suitable for biopsy and/or vitrification and this couple had 2 embryos suitable for biopsy. The terms do not guarantee ploidy and the clinic's lab did not request a replacement, which they do if they feel that is appropriate. The Terms of Use also details out the guarantee and what we do and do not guarantee, which both partners signed.
  
  For more information: This donor has stellar outcomes with not a single request for replacement aside from this case. The sibling cohorts did produce 2 embryos across 2 different cases, and 1 case with 3 embryos. A sibling cohort also produced a pregnancy. Six total pregnancies have been reported, and one delivery has been reported. Please, let us know if there is anything else we can provide.

  Thank you,

  *********************, Director of Marketing, and the Fairfax EggBank team.