National Exchange for Egg Donation and Surrogacy

Response to Complaint Filed by [redacted] on 12/21/2015Complaint ID: [redacted] ([redacted]) NEEDS Response[redacted] contracted with NEEDS (National Exchange for Egg Donation and Surrogacy) back in May 2015 to find her an egg donor and paid NEEDS a $3,700 fee. Upon learning that her first chosen...

donor, [redacted], was not allowed to donate by the clinic since she was just shy of age 21, NEEDS admitted its mistake and promptly refunded [redacted] the $3,700 fee she paid NEEDS. We thought the issue was resolved. In August, [redacted] chose another donor from our database and contracted with NEEDS again for this new donor and paid NEEDS $3,700. The match was sent to [redacted]’s clinic and the donor was medically screened and psychologically screened and accepted by the clinic in September. The reason [redacted]’s first chosen donor, [redacted], remained on NEEDS’ database was because some clinics allow donors to go through screening (but not donation) before age 21 even though [redacted]’s clinic didn’t allow it. Eventually, another NEEDS client chose [redacted] and therefore she appeared on our database as under contract. Nevertheless, [redacted] never performed for this other client subsequently. She didn’t show up for her appointments. In short, [redacted] NEVER donated for anyone and she was NEVER an option for [redacted] because of her clinic’s restrictions. The second time [redacted] contracted with NEEDS, it was for another donor. The second donor was [redacted]’s own choice after NEEDS refunded her the $3700 agency fee the first time. The second time contract was again her own choice. Her contract with NEEDS clearly states that the fee to NEEDS is non-refundable.  She unilaterally stopped the process for the second choice donor after we honestly told her that [redacted] was unavailable to anyone, not even to the other NEEDS client. We communicated in truth with [redacted] throughout the entire process. Since NEEDS did not cause the customer service issue and the second donor was [redacted]’s own choosing, NEEDS elects to not refund the fee paid by [redacted] as specified in the contract. NEEDS still stands ready to fulfill our contractual obligation with [redacted] to provide her with an egg donor.