Complaints

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

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  IVFCryo

  12526 Promise Creek Ln Ste 326 Fishers, IN 46038-7720

  
• 

  IVF Cryo LLC

  8117 W Manchester Ave PMB 418 Playa Del Rey, CA 90293

  
• 

  IVF Cryo LLC

  8117 W Manchester Ave PMB 418 Playa Del Rey, CA 90293

  

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:02/13/2025

  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.

  ?? IVF Patients Deserve Better Than This ??I trusted IVF CRYO to transport my remaining embryos and they completely dropped the ball. They promised a trained medical courier, someone who understood the importance of handling precious cargo. Instead, what I got was a careless, untrained driver who treated my embryos like a takeout order, and eventually left the facility without them. He double-parked in *********, ran in like a DoorDash driver, and when the tank wasnt ready, he left the embryos ********* one from IVF CRYO reached out to tell me this was happening. I had to do my own diggingI called myself and found out that my embryos had been packed but never picked up. If I hadnt, I never would have known they were sitting there, at risk.Not to mention, I paid extra for the Premium level of service.Taking embryos out of storage and leaving them sitting in a container for hours is dangerous. They should have been safely transported immediatelynot abandoned in limbo.When IVF CRYO finally reached out, it was via email, where they casually mentioned their driver was unable to complete the pickup and he would come the next day. By then, the tank could have run out of battery, and I could have lost them entirely. They are not meant to be sitting unattended in a clinic overnight, unattended! Finally, I begged the embryologist to take them back in for safekeeping, which happened at the 11th hour before they closed. Embryos are fragile and taking them in and out of storage repeatedly can damage them. We will never know the damage that could have been done while they were left unattended.I had a 13 minute conversation with **** ******, Director of Customer Experience at ******************** where she took no responsibility, offer no apology, and blamed the clinic even though it was their driver that left.This isnt just about me. This could happen to anyone going through ***. The fact that IVF CRYO defends this negligence is terrifying.

  

  Business Response

  Date: 03/26/2025

  Thank you for reaching out to us regarding this issue.  At IVF CRYO, customer service is our priority and we want to ensure we exceed every client's expectations.  We have reviewed the reported issue and found that all services were provided within the scope of our terms and conditions.  However the services were cancelled by the client upon their request via phone and a full refund was provided (refund issued in the amount of $969 on 1/27/2025).  We consider this matter now closed.  

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  *Has the company addressed the issue of the dispute? *If not, why?

  No, the issue remains that their driver left my embryos unattended and drove away from the clinic without them in hand. This is a medical courier company and their medical courier left the embryos behind because the company did not pay for him to park in *********. The company did not inform me of this, I had to call and track them down. Only then did I ask for a refund. It's important people know not to trust this company with their embryos as they have taken no disciplinary action against the driver. They've also taken no responsibility or offered any apology for leaving my embryos behind. 
  
  *Has the company met the agreement they outlined in their response?

  No
  
  Regards,
  
  ******* ******

  
  

  Customer Answer

  Date: 04/01/2025

  Yes I received a refund after demanding one. The problem is more that their service is a danger to others.