Kindbody - Los Altos

Our family came to Kindbody not knowing what to expect. We wanted to find a place that was inclusive and accepting. The team welcomed us with open arms and rooted for us the whole way!Care team:Britney and Leslie are the first faces we see when we walk through the door. So much warmth and joy. They make sure we are always scheduled and know what’s going on.Lori is so kind, easy to talk to even if she’s sticking needles into arms at the same time for blood draws.The nursing team is so informative and friendly, especially Cassie! She is always sure to say hi and catch up a bit while she takes great care of us in the patient room.Thanks to the embryologist for your skills.Lastly, Dr. Westfall! She checked on us throughout the process, she gave our baby cuddles - it’s almost like they had a hidden connection.We are so glad we came to the Los Altos facility. We couldn’t have imagined our path another way. We feel blessed and knew we weren’t alone. Thank you all for your care, support, and. KINDness. We love you!

Communication: At first it was easy to set up an initial consultation. Things went downhill very quickly. Especially in the middle of 2023, they deployed a new call dispatch system – so called other locations can pick up the calls from silicon valley, but it turned out that NOBODY would pick up. I waited for hour only ended up cut-off or voice mail message. The local office line cannot be reached directly, because the calls had to be dispatched in the system. The phone number of the nurse support after work hour was not the one posted online. There was once, I had urgent question, called the number, then was directed to another number, then given another number, then directed to a text message system! Resources like their call center, billing team, and nursing tutoring online courses are all merged with their Eastern time system, which made it difficult for pacific time patients to find help in good time.Billing department: There was zero internal communication between the insurance ordinating team and billing team. Before treatment, I received the finance letter from insurance coordinator which stated insurance coverage and cost estimates. After treatment, I received a HUGE bill – they sent my insurance the “insurance” pricing (which care providers can do, send huge bill to your insurance, then insurance “negotiates” down; the price would be different if self-pay), when the insurance company automatically rejected the bill (a trick a lot insurance companies do to set barriers for claims), they just directly kicked the huge bill to me, without checking their insurance coordination record or coordinating with the insurance! I ended up dragging my cramping body after egg retrieval, calling their billing team at 4-5am PT, so that some real person from their billing team operating on the East Coast time zone could pick up the phone and correct my bill, otherwise the line was always busy!Treatment cycles: they don’t have well personalized treatment plan. The egg retrieval cycle and the transfer cycle were disconnected. After my egg retrieval cycle, I lost guidance of what the next steps would be. I finally reached out, then a new doctor from their LA branch temporarily filled in, giving zero insight about my case on a zoom call, telling me someone would schedule me for initial FET visit. I waited and waited, nothing happened. I had to reached out again to make that scheduling. No mock transfer was considered and Dr. W**l realized my case was a difficult transfer case ONLY on the day of the transfer procedure. Things were not well prepared that day - one of the tools in need was not in the room, and not even in the clinic storage when the doctor called for it. After the failed cycle, they gave a mock transfer in the next one. The other doctor Dr. J**n who successfully gained muscle memory in my mock transfer was not assigned to operate my real transfer. I don’t know if that was because some rule of subordinate/supervise between the doctors. What’s the point for a mock transfer if doctor’s experience cannot be carried to the real procedure!! After each failure cycle, all I received from them were 15-min phone calls scheduled after over a week to review my case, in which no new information was provided, the key message was TRY AGAIN. After a third failure, we told the doctor we may consider other clinic, which ended up in a cold hang-up.The care team: Dr. J**n was the only doctor who was able to reply to my questions directly and in timely manner. There was once she even replied to my message late night. And she was the one who recognized my face and name. For that, I appreciate her caring heart forever. It seems she had left this clinic. Dr. W**l has a very nice resume but she seemed very busy, not much time for patients. The doctors in kindbody seemed to have a lot other responsibility than treating patients – such as attending events or conferences. I was often told that my scheduling had to adjusted for those reasons.

Kindbody literally helped make my dream of being a mom come true. Being a single mom by choice I was worried if I would be judged or questioned in anyway, but not at Kindbody. Quality expert care with tremendous kind staff who are very supportive. If you’re someone looking to become pregnant, I’d refer you here in a heartbeat; shout out to the Kindbody Los Altos office and all their staff!

The amount of surprise bills and lack of communication is astounding and exhausting. I had an egg retrieval in January, was told everything was paid for and have received numerous bills to this day - 4 months later. I had to raise my concerns to the head of my company just to get a response. The overall procedure was also confusing and not well organized - particularly with insurance concerns. I have a lot more to say but am tired of talking about how poor this experience was from start to finish. They are definitely for profit and not user focused (especially with something as sensitive as fertility). I have reached out with the need for information and the response is so slow or nonexistant.

I had an amazing experience at KindBody Los Altos. Cassie and Dr. Westphal have been with me through every step of my fertility journey and I am so grateful for them. I have a beautiful 15-month old baby boy because of this great team. Thanks a million Kindbody!

I went in for a checkup on my Fertility some time in March and my experience was great! The clinic had a very welcoming vibe when I arrived. The receptionist Britney was very polite and nice. She explained to me step by step what to expect out of my appointment and also answered whatever questions I had knowing I was completely new to having a check up like this one. The doctor who took me in was very nice as well and made me feel comfortable during the whole process. Overall thank you for the great experience!

Every time I visit Kindbody, the staff does a phenomenal job of making me feel comfortable and informative. Britney at the front desk does an exceptional job helping me check-in and providing information I need for my visit. The office is well kept and organized. Fertility and trying to have a baby can be very stressful for myself and my partner, but the staff help me throughout this journey and I cant thank them enough for all their help.I highly recommend kindbody!

Clinical care from the OBs themselves is good.That said, absolutely go elsewhere. Kindbody has a deal with a company called Natera who does genetic testing and it is a total, abstract mess to settle an invoice with them. This also leaves me feeling patient care is not in fact top priority, at all, just making upselling/money through misinformation and fear. Nine months later 1 invoice is resolved. This took weeks, so many phone calls to KB (after hearing from Natera and insurance) and the portal messages were always someone new with zero context and a different (often incorrect) recommendation and/or guidance. So opaque, so unclear, so time consuming.RNs might insist on urging you to test that it’s “fully covered” by insurance as my RN did, but you’ll later receive a Natera invoice that will be anywhere from hundreds OOP to thousands ($20k sent to insurance and not processed) and is subject to change the next day without notice. My own OOP went from $649 to $349 to $200. If you don’t have a better option than KB for clinical care (and you should) do not under any circumstances do a Natera panel. There are other options if needed with higher transparency and less scam-y vibes.

I had an incredible experience at Kindbody after my regular OB told me I had to wait longer before doing any fertility tests. The staff and doctors at Kindbody walked me through all the tests wed be doing, what impacted my chances of conceiving, and what my treatment options were. They were always kind, supportive, and quickly available to address my needs and get me in for tests or treatment, and within three months of working with them I was pregnant, and just gave birth to a healthy baby. Would absolutely return!

The cleanliness is top notch. The portal also enables good communication between me and the nurses. I felt well taken care of as a patient. I was nervous and sacred before the procedure but all the staff there are nice and reassuring throughout all the appointments, & i was there like 3 times a week. I highly recommend this clinic to all.

I originally chose Kindbody because of the supposed transparency with pricing and the brand new offices designed with soothing colors that help you feel at ease. But all the tech money in the world cant buy them common sense and sensitivity training. The experience as a whole demonstrates exactly what is wrong with healthcare and especially when tech money gets involved in healthcare with so little thought as to the patient journey.I started my IVF journey with Kindbody NYC in Feb 2020 only to end it Nov 2022 in Kindbody Silicon Valley with a phone call from a random nurse telling me that my embryo didnt implant. After spending $20,600 out of pocket for services (and $5,500 on top for meds), it is shocking and even cruel that this is how they choose to close the loop.For all they pride themselves in being “transparent”, every step of the journey involved another petty back and forth about getting charged for a phone consultation with the doctor or a quick follow up question that they insisted be set up as a consultation…even the pregnancy test wasn’t covered with their implantation package! Here is just a portion of what I went through:They misquoted me 2x about a polyp removal procedure they recommended I do (whereby the variance went from $3,000 to $700)I was ill-advised by one of the doctors to do the PGT testing ($4,500) when I only had two embryos. I wish I would have been told that a feasible option for me was to implant both embryos and see if one of them takes rather than pay $4,500 to test, then pay another $4,400 to implant. Btw, they really stress the PGT testing and kind of make you feel like you are not doing all you can for your embryos if you don’t test, even though the science is mixed.When I shipped my embryo from NYC to CA (which I paid $1,000 to an outside company to do), Kindbody tried to charge me a $250 fee to accept the embryo at their own facilityWhen my transfer failed, I reached out to the office manager Alice to ask about having a phone call with the doctor to discuss what went wrong, next steps, etc…They wanted to charge me for a phone conversation with the doctor. Basically, they want to itemize every single visit so they can bill money to the insurance, but I was paying for everything out of pocket and it was so exhausting knowing that at every single next step, they were going to try and sneak in another charge.Overall, it was emotionally draining to go back and forth over these trivial matters. It absolutely distracted from my care and caused me extreme undue stress. If you’re going to charge a price, then fine, I will pay but just for goodness sake just include all the common sense things that you would want as the patient in the package. While cycling, I need to focus on care.My experience here felt so transactional, but I guess at the end of the day for Kindbody, I am just a transaction. Everything else about this experience has made a normally difficult and emotional journey a horrible one. I am doing my next round at a small doctor’s office now. At this other office, I can always call in and reach a live person who knows about my case and they usually have answers for me. If they can’t answer my question, they pass it on to the doctor at their noon meeting and they call or email me back. They don’t push me to do a consultation with the doctor for no good reason. I’ve never had to go back and forth at the new office regarding pricing because they don’t pile on petty charges, even the pregnancy test is included with this new office, what a luxury!I wanted to share my experience because I came in very hopeful at the beginning and gave them a lot of chances for redemption. It truly saddens me that I was sorely disappointed. For what its worth, the care team at the Kindbody office once you are there are all very nice. I do truly believe the staff in the office try their best. But it’s been proven to me time and again that this is a poorly run corporation and I would highly caution anyone I cared about to seek services here.

The office visit itself was fine, but the staff was very unknowledgeable in letting me know about my insurance coverage. I got surprise bills from them and did not appreciate that. Calling into Kindbody doesnt ever allow you to talk to your Los Altos office. Its really annoying to be pushed around to a bunch of different people and to have to explain everything again. I will not be using them going forward and do not recommend.

Ive been fortunate enough in the past with health issues to be treated in state-of-the-art facilities with broad patient support, from useful apps and technology to patient navigators. Kindbodys whole system, and the Los Altos clinic in particular, managed to completely surpass every other positive experience Ive ever had with healthcare. The clinic doesnt feel like a clinic at all, but more like a zen meditation space. Everyone in the clinic, from the office staff at the door to the doctors, knows exactly who you are and exactly why youre there. They help you every step of the way towards a healthy pregnancy, and their billing and insurance support is transparent.I cannot recommend this clinic enough.

Unkind to your body: BEWAREThe beautiful website, facilities and seeming human centered philosophy draw you in. But beware. this is a fertility factory that is run pretty poorly. The operations are a disaster and that will stress you out on top of an already physically stressful fertility process. Specifically:- You dont have anyone dedicated to you and no one person you can call. Its all a call center and dozens of people you have never heard of calling you. It leads to disjointed care.- They are terrible at insurance paperwork. I have major insurance coverage and they delayed and failed to get my authorization causing me to miss a cycle- The billing is a mess. Even after paying in full i reguarly still get bills that fall out of the sky for thousands of dollars- Theres no accountability for any of this from the doctors or even the office manager. I have to chase them down constantly.They cost me precious fertility time i can never get back. And do you think my doctor or office manager are reaching out to me, hav many solutions beyond empty sorries? dead silence. They just raised $100m dollars. they care more about being a startup corporation then the health and care of their patientsI rarely right bad reviews. But I have to be honest. keep looking, dont waste your time.

A few words and phrases to sum up the Kindbody experience: not transparent, upsell, hidden costs, stress.The overwhelmingly negative experience my wife and I had at Kindbody makes me question the integrity of the company and culture. They claim to make the IVF process intuitive and empowering, but instead it was opaque and anxiety-inducing.The staff is not trained well and the doctor we had didn’t provide critical information throughout the process. Also know that you won’t have access to phone numbers and contact info for people. There is a culture of passing the buck at this organization, with little accountability.They cause stress during an already difficult process when they should be focusing on health and compassionate care. There are many IVF options in the Bay Area and I recommend that you check them out instead of going through Kindbody.

DO NOT TRUST THEM WITH YOUR CARE!! To say I was disappointed by this business is an understatement. The total incompetence just pilled up. From finance to medical staff, it was almost laughable if it wasnt such a serious subject. After a short experience with them, I wouldnt trust them with my fertility if they paid me to do it. From double charges, to incorrect invoices, having to chase them up for weeks for invoices, to ordering more labs then authorized, they have zero idea of what they are doing. Its clear there is very poor communication between the medical stuff, and as they pass you around from one to another. Id advise to keep looking around before going here.

So this is my 2nd time to come here. My experience is lack of communication with the doctor thats why i transfered in stanford but now they are not partner anymore! you always talk to the nurse. They canceled my cycle so I couldnt even talk to the doctor about what next steps I should take. after they charged a lot to my insurance I haven’t heard nothing from them. they dont know how painful is to lose hope of having a child. they just want the money! 👎🏼

I can’t express enough how grateful my partner and I are to have found and chosen Kindbody for our family-planning! Though the checklist for an IUI can seem long and overwhelming, Kindbody made the entire process seamless. Everything was thoughtfully laid out and discussed with us in detail and all of our questions and concerns were always addressed. We really wanted to find a clinic that offered patient-centered care and Kindbody is it (the decor is definitely a plus)! Most importantly, you can’t have a great experience without a team of great people and every interaction at Kindbody we had was met with kindness and a positive attitude. Britney, Isa, Cassie, Alice, Robyn, Dr. Westphal and Dr. Jackman each played a unique and significant role in our positive experience here!

I had a consult with Dr. Henne here about egg or embryo freezing, and it was extremely informative. I was worried about feeling pressured, and that anxiety can be really uncomfortable, especially when it comes to things as personal as fertility and family planning. Fortunately, there was no pressure at all - if anything, Dr. Henne was an incredible listener and understood what I needed and how to communicate with me at my level. She answered all of my questions and followed up with a lot more information so I could think about my options and discuss them with my family in my own time. I also loved how genuine the staff I spoke to before and after my appointment were. They talked to me about the most cost-effective options for me and were really forthcoming with additional information. Ive already recommended Kindbody to a few of my friends based on my experience here; I really wasnt expecting an experience as positive as what I got and appreciate everyone I had the pleasure of speaking to!

I had a Well Woman appointment, and it was the best gynocologist experience I have ever had. From the moment you walk in the door, to the time you depart, all of the staff, including the doctors, are phenomenal. They explain everything thoroughly, and have a genuine patience for tons of questions. Their online messaging portal is excellent as well. On top of that, the facility itself has really beautiful decor, and impeccable cleanliness. I highly recommend them.

I had such a positive experience at Kindbody. Robin took the time to listen to my concerns, discuss options with me and the path forward. Having the labwork ordered immediately and the blood draw done before I left was such a huge plus.This is what all medical care should be like

Our experience with Kindbody has been amazing. We loved all of our practitioners and while the journey has been tough, we felt supported all the way.

Avoid completely. It is impossible to communicate with them. You simply cannot reach them on the phone. Doesn’t matter what time of day, including all business hours, or what prompts you push. You literally will wait on hold for hours. Impossible given the type of work they do.

Facilities and medical service is great, but the lack of transparency on how much you will be charged for the services is the worst.... months after some of the treatments i kept getting and getting new charges that they never informed me that i would get.

I attended the AMH fertility testing event. Britney and Crystal were so attentive the minute I walked in. The facility is very clean and organized. The staff were very friendly and I’d highly recommend checking this place out.

Amazing, kind and thoughtful staff! They feel like friends. The environment is warm and feels stress free. Thank you for everything.

Beware of hidden costs. They are not transparent about pricing! Stay away!

This place is the worst of everything.