Complaints

This profile includes complaints for Surro Connections Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Surro Connections Inc

  532 NE 3rd Ave Ste 250 Camas, WA 98607-2171

  
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  Surro Connections Inc

  12817 NE Airport Way # 7 Portland, OR 97230-1030

  

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:06/14/2025

  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.

  I was a gestational surrogate through SurroConnections in 2024. I experienced severe preeclampsia during the pregnancy and had to deliver early via emergency C-section. While the agency was attentive during the intake process, support declined significantly once I became pregnant and worsened after delivery.I was reassured throughout that I would be protected in the event of medical complications, but that did not align with my experience. My medical bills were not addressed promptly and were eventually sent to collections before being paid. I continued to experience pain and lingering health issues, yet I was denied the extended medical coverage I was told would be available if complications occurred. Due to the early delivery- I ended up not getting base payments for how long I carried for. To be clear, I received six base payments. However, due to how spread out and inconsistently they were made (and because of the vague wording in the contract) I genuinely believed I would receive a seventh. Others who read the contract with me also interpreted it that way. Before signing, I asked the attorney I was assigned if it meant I would receive that additional monthly payment based on how far along I had carried, and he confirmed that it did. It later turned out I would not receive it. This has left me questioning whether the legal guidance I received was truly independent or thorough.When I brought up my concerns after birth, I was told that discussing issues might damage my relationship with the intended parents. This felt emotionally manipulative and silencing at a time.About a year later, I reached out to the agency asking to discuss the financial stuff again- not unrelated support, but a request tied directly to the hardship that followed my surrogacy journey. That private message was then referenced publicly by the agency in a response to my honest ****** review. I felt this was inappropriate, retaliatory, and dismissive of the actual issues I raised.

  Business Response

  Date: 07/14/2025

  Ms. ******;

  We have provided BBB documentation to back up our stance on this case.  We have formally requested a mediation time so we may come to some kind of agreement.

  As we provided via ****** in your ****** review:  

  Hi Ms ******* we're genuinely surprised to see this review after our email exchange so we would like to emphasize again; we were honored to support you through your journey.  Your legal contract for your journey was followed in full and there is no way we could ethically make any changes to that document and what you agreed to with your independent attorney's support.

  One year after the journey concluded, your reached out to request a personal loan unrelated to the agreement.  The agency cannot provide financial assistance outside of the contractual terms.  

  We have supported you repeatedly before, during and after your journey and will stand by those times where you called us in off hours and/or some times in which the solution was no longer in our hands.

  We wish you the best *****, and if we can do anything to support you further as it relates to your surrogacy journey, please reach out to us.

• Initial Complaint

  Date:04/17/2023

  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.

  I signed up with the company on 12/15/2021 for two surrogate carriers to be provided within estimated period of **** months for the amount of $34,950 which was requested to be paid within 7 days of signing. I promptly sent a check which they cashed on 12/23/2021. 16 months later, I still haven't been matched with any carrier. I received so far only 3 profiles from them in December 2022. One was immediately rejected by my clinic because the carrier had too many pregnancies. The other had 3 failed transfers and 4th miscarriage and I was not going to accept such a risk, and the third that I was interested in I was told was not responsive. The company claimed that they are doing their best and that waiting is now almost 2 years. In Feb 2023 I contacted 3 other agencies. Two of them immediately provided me with available profiles and told me that the times are normal as they have ever been. They also told me that the kind of profiles I was sent by the company would not be sent to their clients. Maximum pregnancies are usually 6-7 and carriers who had too many failed transfers are not good candidates. I signed up with one of the 2 agencies and proceeded with their carrier. I decided that I need to discontinue my relationship with the company since I lost confidence they can provide me with promised service. On 4/13/2021 I sent to the company a written intent via e-mail that I want to terminate our contract according to termination clause (image attached). However, the company presented me with 2 options, stay as it is or sign another contract to get a refund but to disclose names of "other Surrogacy Agencies, Surrogacy Professionals, Clinics, other Intended Parents, Potential surrogates, etc." that I talked with. I pointed out none of that is required by termination clause and I requested the refund on 4/14/2023. Since then the company is unresponsive. Attached conditions for refund and non responsiveness indicate to me they don't want to refund me.

  Business Response

  Date: 05/15/2023

  This is still pending as it is in legal status.  A formal response will be done once it is resolved.  I have been trying to refund this client for over 6 weeks now (even prior to the complaint with BBB being filed).

  Please hold for another week as attorneys are trying to figure this out.

  Rest assured, we have done everything in our power to make this client happy and resolve this issue quickly.

  Thank you!

  *****

  Business Response

  Date: 06/20/2023

  I have sent you everything on what I have through today.

  We have been trying to refund since April.  Non-disclosure agreements are standard in our industry and our contract clearly states no refunds for any reason and we have been offering refund options since April 2023. To the point my IP coordinator feels abused constantly from the client.

  The client has now offered an attorney.  We have adjusted the *** (attached) and I sent it to her on June 7th and she confirmed receipt.  I just sent a follow up email, once again, trying to resolve the matter.

  Please see all the attachments, including the contract signed by the client that clearly states there are no refunds for ANY reason. The only reason we are offering a refund is because he is so awful to my staff and I can only imagine how he will be with a surrogate.  We have had surrogates ready for him, and he does not want any of them.  Please see documentation.

  Please feel free to contact me on my cell phone any time.  I will call the person who left me a voicemail as I was traveling overseas.

  Thank you!

   

  *******************-Greenber

  Customer Answer

  Date: 06/28/2023

  Complaint: 19945609
  
  I am rejecting this response because:

  
  Contrary to the claim that *******************-Greenber is trying to refund speaks loud and clear with regards to what she has just sent to BBB;unnecessary correspondence trying to paint me as a difficult client abusive to her stuff, focusing on my impatience over 16 months as if I should wait to obtain services forever, instead of addressing the matter at hand.  The only reason we are offering a refund because he is so awful to my staff, and I can only imagine how he will be with a surrogate.Here is news for Surroconnections, I already work with another surrogate, and everything is in perfect condition which can be verified with my fertility clinic in **** and the other agency that is now getting me surrogates. So awfulad hominin attacks and similar character smearing claims only speak for themselves to unprofessional conduct by this company and they dont merit a response.
  
  
    When I learned in February that 2 other companies can provide me with services in 2 months and who were surprised about the timeline form Surroconnections,Surroconnections was in disbelief.  They thought I was lying.  But I was not and that is why I decided to terminate the contract per our termination clause. And then ***** claimed that they don't even have to refund anything, as if they can just walk away with $34,950 the next day, I sign the contract.  What kind of a business or a contract would that be?  Who sane would sign something like that?  I read the contract very carefully.  I am highly educated with a Ph.D. in Mech. Engineering.  That contract says that only in the case of failure to get a baby, when the agency did honest work, the money is not refundable which is completely understandable.  But no work has been done here apart from 3 unacceptable profiles I was sent.  So, rightfully I terminated the contract per the termination clause.  This attempt by ***** to muddle the water and say that they can just walk away with $34,950 without them needing to do any work speaks for itself about how she operates.
  
  In her correspondence submitted to BBB, in desire to make ad hominem attack,she failed to address what the really issue was and she conveniently omitted her original request to me (attached), this sentence ".Furthermore,Intended Parents will disclose who they have discussed any and all interactions with SC since signing the agency agreement on 12/15/2021 including but not limited to other Intended Parents, surrogates, surrogacy professionals, any surrogacy community members." which is far from a "customary NDA" that she claims, but an extortion.  In her submission my reply on 4/7/23 I addressed this sentence obviously irritated that something like that would be asked of me which is not a part of any NDA agreement that I ever seen, and for that I was labeled abusive?  Is that how their clients are labeled as soon as they respond with frustration to unreasonable demands?  That speaks for itself also.  Now, after the last reply in her submission response, ***** conveniently omitted my attempts to remove this sentence (the whole correspondence on 4/18/2023 between me and her is omitted, where she threatens me with litigation and fees, defamation and what not).  And then after several exchanges she stopped responding contrary to her claim that she wishes to refund.  Absolutely no response whatsoever. Below is my last unanswered e-mail to her after which I was forced to hire a ******** attorney.
  
  Now with an attorney talking to her since May 3 she started responding again,and even with that it is taking 2 months to remove this unreasonable demand from her original NDA "proposal".  I am unnecessarily paying for an attorney just to be able to speak with her, while she is just dragging (no attorney involved on her side other than in her comments "my attorney"), this whole matter instead of moving on and refunding money for no work performed.  When finally, my attorney told her:
  "My client is unwilling to notify BBB and MHB until I first gets the refund, as he believes you dont really intend to pay. 
  Thus, if we are to resolve this without litigation, I can suggest to my client that I could pre-draft  two letters signed by me that would go out on behalf Mr. ********* upon receipt of the funds.  I would need the contact information of these two entities of where the letters should be mailed. 
  He has advised me to file suit and I already have the lawsuit drafted and ready to file if we cannot resolve this soon."
  And here she is finally talking as she sees where this is going to go and yet the last proposal is
  
  "Intended Parent will contact the BBB
  and MHB and notify them that the matter is fully resolved and no more action is needed
  within 24 hours of refund received. Intended Parent and/or legal counsel will copy SC on
  the notifications", she wants the letters sent within 24 hours of refund, however she is giving herself 25 business days to refund and that after 2 months of protracted unnecessary back and forth correspondence about a trivial matter.  Again, this kind of dragging speaks for itself.
  
  The reason of my complaint to BBB about this business was because I was getting extorted for trying to get my money back with them not doing any work and even claiming that they *did not* have to refund but they want to do it because they are so good.  Here it is to that claim in our omitted correspondence where I stated:
  
  "On Apr 18, 2023, at 6:41 PM, ************************* <*********************>wrote:
  ...All you need to tell BBB is that you refunded and I will confirm and windthrow my complaint.  There is no need to threaten with attorneys or mention them other than for to check what we agree upon. "
  and yet she was not interested which again, speaks for itself about how much she was willing to refund..."
  
  ***** never even acknowledged this and simply kept demanding that I sign something obviously detrimental for myself.  Again, this speaks for itself.  I simply had no other option but to ask an attorney to handle this.  If they were really willing to refund, " We have been trying to refund since April", why do I need to hire an attorney?  I dont even have to sign NDA and when I agree to sign, why demanding the extortion clause just for me to get my money back for no services performed on their part?  These are the questions they need to be answered, rather than overloading BBB with tons of correspondence trying to show how I am a bad person.  My last unanswered e-mail to ***** below that she conveniently omitted in her response speaks for itself.  She keeps claiming that she is trying to resolve this matter,but I am a problem and somehow I am trying to postpone getting my money back while she is so willing to refund.  What sense does that make?
  
  I will pursue this matter until I receive my money back.  My attorney reviewed all the facts and is ready to act unless a reasonable agreement can be reached.  If this happens, then my attorney will notify BBB about the refund received which was the reason for my complain and this matter can be closed in that case.  If this doesn't happen, we will test in court whether the business is really not required to refund according to the contract.
  
  
  =================================================================
  Last e-mail to *******************-Greenber:
  
  From: *************************
  Sent: Wednesday, April 19, 2023 12:11 PM
  To: ******************* <***********************************************>
  Subject: NDA
  
  *****, 
  I have reviewed the proposed Non Disclosure  Agreement sent.  
  I am not in agreement with the provision on paragraph 3 that states,Furthermore, Intended Parents will disclose who they have discussed any and all interactions with SC since signing the agency agreement on 12/15/2021 including but not limited to other Intended Parents surrogates, surrogates,surrogacy professionals, and surrogacy community members.  This will be waived if every posted complaint is deleted prior the signing of this this agreement.
  To be clear - the only thing that I am looking for is to receive my money back,and to move forward with my objectives, which have not been completed or advanced by your company in the past 16 months.  I would assume your objective is to have me refrain from posting on social media sites, Internet forums, as well as communicating with any other individuals regarding my experience with your company.  
  We cannot undue the past.  If we could, Im sure that you would have preferred I would have not posted on ******** about my experience with your company, and I would have preferred that you advanced the process and/or complete the journey over the past 16 months, which I paid for you to do.
  With that being said, what I am willing to agree to is to refrain from making personal communications and public forum comments regarding you or your business from the date of a signed agreement in which you refund me, in-full,the $34,950.00.  As a show of good-faith to facilitate this agreement, I have removed the two internet posts you took issue with in our prior communications.  
  The proposed provision in paragraph 3 is vague, ambiguous, and impossible for me to perform, as I certainly cannot recall each and every individual Ive had communications with regarding your company over the past 16 months.  I simply want my money back, and to never think of, or speak of, your company again.  
  If you remove the above referenced provision in paragraph 3, and amend the paragraph to stipulate that I will not engage in future posts or correspondences regarding your company, I will agree to the remaining terms of the ****  If you are not in agreement to do so, I will be seeking other avenues for recovery.
  It is my hope that we can come to an agreement before the end of the day and you return my money, so we can go our separate ways.  
  Regards
  Vin
  
  
  
  
  
  Sincerely,
  
  *****************************
   

  Business Response

  Date: 07/13/2023

  I have signed the agreement and waiting for the counter signatures.  Once refund is processed according to the agreement, I will confirm with BBB that the letter has been received.

  Thank you
  

  Customer Answer

  Date: 07/20/2023

  Ok, thanks.  Here is the update.  We signed an NDA a couple of days ago by which the agency is required to send a check (full refund) to my attorney by the 18th of August.  If they do, my attorney will contact you and confirm that they refunded.