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| - My husband and I have been struggling with infertility for 2 years now. We first started with GVF and had a terrible experience where they refused to run diagnostic testing, over billed us and wouldn't refund it initially, and just gave us loads of problems so we decided to consult with two new fertility clinics. We ended up choosing NFI and were so confident in them after our consult where Dr. Duke spent an hour with us walking us through how the process works and her empathizing with our situation and being eager to help. She started right away and had both of us get some blood right then. Then we sat down with a staff member who walked us through what our insurance covered for fertility, mind you we were aware of this because we'd already worked with another office, but it's always good to clarify.
We were almost lured into a false sense of security and confidence in this clinic because our consult went so well. As time went on things only became worse. As they got more clients, they stopped answering the phones, despite having a designated receptionist. This seems to be a consistent complaint when looking at their reviews. You're a drs office, how is it so hit or miss with answering calls and calling back??? Their appointment hours for ultrasounds and other procedures are typically only before noon, which I'm not sure what they do from 1-5 then? On top of not answering they often don't call back at times promised, depending on the person. While Alicia was a good nurse and I liked Stephanie and the new blonde tall nurse (sorry I didn't catch her name), I often had to call about results on behalf of myself or husband. They want you to use an online patient portal, but over time they stop updating it, my husband has lab results from a month or so ago where they were never uploaded, and I've also had results in the last few weeks that were never uploaded where they used to be very quick about it. There were days were I was insanely frustrated with the lack of communication and it became very stressful. Dr. Duke is very kind and intelligent but when I would see her it felt rushed and I'd have to hurry and spit out my questions to make sure I got them in. There were so many things I loved about her, so I really wanted to make NFI work even with the glaring issues and everything seeming very disorganized.
Today I call in to notify them of the first day of my cycle and they tell me it's going to be over $1k for a timed intercourse cycle and I was very confused as I've been there since November and was led to believe my insurance was accepted with them. I'm told today they don't take my insurance, and I ask if they just didn't renew their contract with UHC this year and they tell me no, that they've never taken my insurance and just now, about four months later, caught that. How that goes unnoticed for four months speaks to the disorganization and degree of incompetence I felt throughout various visits and interactions. Now I'm beyond frustrated and livid because we have to now go to a new clinic all over again.
The reason I'm giving NFI 2 stars instead of 1 is I did like some staff members and their bedside manner and I did really like and respect Dr. Duke and she was able to diagnose/find some issues that were unknown to us and had some more updated methods as well as their facility is very nice and has good amenities such as phone charging cables, water, and snacks. Without those things it would definitely be a 1 star review. I'd advise doing your homework before and double and triple checking your insurance coverage with them. Best of luck to all TTC
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