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WINFERTILITY

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WINFERTILITY Reviews (1)

The nature of this complaint resulted from the required process to validate whether a medical service was rendered so that a refund could be paid to the complainant/patient. Our company is in the business of providing the administration of high-quality specialty care services. We are not providers...

of medical services. As such, complete documentation is required from the medical and/or pharmacy providers that attest to the provision (or non-provision) of the medical/pharmacy services requested and paid for in advance.On 10/**/2016, we received payment in full for the quoted services. A request for outcome was sent to the practice, notifying them of payment received. On 10/*/2016, the complainant notified our firm of the desire to “not proceed” with treatment and we were told by the complainant that ‘they would require some time to deal with everything.” We were not told a specific reason for halting treatment. We contacted the pharmacy and confirmed that NO MEDICATIONS WERE SHIPPED and order was put on hold pending patient instructions.On 10/**/2016, patient contacted WIN and stated they would not move ahead with treatment and formally requested a refund. We informed patient that we would contact the medical practice for documentation of NO SERVICE RENDERED, and informed patient of our administrative fee, which patient agreed to in both the original written contract and again verbally on 10/**/2016. Both practice and pharmacy were contacted, notified of cancellation and documentation was requested.On 10/**/2016, we contacted patient to provide a status update on refund and stated we had not yet received documentation from the physician office. On 11/*/2016, WIN received an incoming call from patient regarding refund details. WIN contacted the physician office again for documentation and was told the person who handles that would return from vacation on Monday, November [redacted]. On November [redacted], WIN contacted both practice and patient for a status update. On November [redacted], patient was informed of her refund details. Patient refund was received by the patient via FedEx on November [redacted] , 2016.While we sincerely apologize for any additional stress the refund process caused the patient, the formal request by the patient to cancel the services was received by WIN on October [redacted] , 2016. The cancellation required WIN to obtain appropriate documentation from the contracted providers, which can sometimes be challenging. The patient’s refund was remitted within a reasonable four week time frame. WINFertility has been coordinating care for patients for nearly 20 years. We are dismayed that this patient chose to file a complaint for what is usually considered a normal business process. Regardless, we wish the patient well and only good health.

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Address: 1311 MAMARONECK AVENUE SUITE 140, White Plains, New York, United States, 10605-5224

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