Topic: Viability of Sperm?

Has anyone had a doctor's office say the sperm isn't viable? I used a different bank and this happened to us. In order to get our money back, they need a very specific lab report (which my doc doesn't have- they just check with microscope upon thawing). We have had 3 iui's with this bank and donor, so I have seen a viable sample with amazing motility and a sample with near 0 motility. I'm thinking of switching to NW but I'm wanting to know if anyone has had an experience like this. Did you get reimbursed and how did you go about it? Thank you!