CCRM Fertility of Louisville

I don’t normally write reviews but in this case I felt it was necessary. We’ve been having fertility issues for about a year now (TTC for second baby). After an SIS that came back perfect for me, my OB referred my husband to CCRM for a sperm analysis. We were told to head straight up to CCRM from downstairs to make our appointment. When we got upstairs the front desk ladies wouldn’t even look at us. We stood there for 5 min with the lady sitting right in front of us acting like we weren’t there. She finally said “what do you need, do you have an appointment, if not we’re booked out for the next 4 months”. We explained we were trying to get an appointment for a sperm analysis and we were referred just moments ago from downstairs OB. She took the referral form into the back and came back seconds later. She said the back office would call my husband to schedule and made a copy of our referral form. I took a quick glance at this from (it had no personal info other than my name). I asked how will you call if you have neither of our numbers, would you like to write it down? She got progressively more frustrated with us and said the back office would figure it out and give us a call but that she was unable to help us any further. We walked out and just felt so discouraged and confused. They never called.The next day I called conceptions in Lafayette - I was greeted by 2 of the kindest ladies I’ve ever spoken to. They asked for a little breakdown of our journey and were able to get my husband in for a sperm analysis 5 days later. They expressed how happy they were to be able to help us on our journey to baby number 2 and looked forward to meeting us in person in a few days. I wasn’t able to go with my husband to the appointment (child care conflict) but he said he had an amazing experience, billing was easy, and he received kindness from every person he met. Our experience with CCRM was short lived but I do feel this needs to be said especially when you’re in the trenches of TTC. The ladies at the front are considered the face of the company when they are the first face a new couple will see and talk to at the start of this journey. Sad when you are met with very rude and unhelpful encounters when you’re at the place that is meant to be a beacon of hope/help.

It took multiple phone calls and over 3 weeks to receive our lab results which was told would take a week. In addition, the staff were consistently short and rude via phone. For a business that works with families during emotionally difficult times, I am very disappointed by the lack of empathy and care from the staff here. In the end, I had to get the medical record myself and forward them over to our GP as their office was unable to do so effectively. Our family will be continuing treatment with Conceptions who have thus far been caring and consistent.

We used CCRM for my husband’s sperm analysis based on a referral from my OB. From the beginning, they were difficult to work with. They made it so hard for us to schedule the appointment and then once we had the appointment, they were completely unhelpful with questions about billing and insurance. We are not going to go back for any additional procedures and are going to a different fertility clinic instead. It’s already hard enough to have fertility issues without having unhelpful people at the doctor’s office who make things even more difficult.

First off, I have a beautiful, healthy baby so I am very happy about that. Dr. G and my nurse, Annika, were absolutely wonderful.The negative review should be 1 star for the finance department. They make you pay up front for appointments. Fine. Then you submit them to insurance and no one tells you what to expect next. After MANY HOURS and many stressful months on the phone with insurance and CCRM we finally figured out insurance had paid CCRM and they were supposed to reimburse us. My daughter is 8 months now, I cannot get a call back or messages in the portal that direct you to. The finance department is a joke and unfortunately a terrible experience.

I was a patient at CCRM Louisville for an egg freezing cycle & had a great experience. Dr. G., and his whole team (shout out to Shanice, Tara, and the phlebotomist who are wonderful) were friendly, informative, and made the whole process easy. Appointments occurred on time, and I received a response via the Salve app usually within the hour. Same for the Lone Tree team - I only went for some weekend blood draws and the surgery but everyone was also profesional, and punctual. I will note that my employer covered my egg freezing cycle and used Progyny as the insurance provider which made billing super straightforward. Would 100% recommend CCRM Louisville for fertility needs.

I am currently a patient at the Lone Tree CCRM location but my doctor, Dr.G, works primarily out of this location. I started treatment this month for fertility preservation and the receptionists, nurses (shout-out to Anna!), doctors (Dr.G is phenomenal and so caring), technicians, and genetic counselor, Carly, were all fantastic and warm. I received nothing but kind and prompt follow-ups. They respond incredibly quickly via the portal and the whole system runs incredibly smooth. I am so grateful for Dr. G and his staff and feel very lucky to be under his care. He cares about his patients and keeps a close eye on you to make sure you stay safe throughout the whole process. He answers all your questions throughly and takes his time to explain his thoughts/process.The medical team is superb and youll have the most luck here.

Had a great experience with CCRM. Responsive and understanding staff and a successful procedure and the finance department was great, billing my insurance first and coding things so they covered most of the process which I was not expecting!

I had a very mixed experience here. Dr Gustafson, the nurses and the front table staff were nice to us and that prevented me from giving such a review for two years. I went through the IVF cycle in 2021. They forgot to send a prescription for the final shot. I figured it out the day before, by then it was too late. These shots come from special pharmacies. I believe as a result, they retrieved 24 eggs, only 3 fertilized. The purpose of that shot, according to google, was to improve egg quality.Now, after three were fertilized, two were not viable and one was mosaic. Dr Gustafson refused to transplant that. We assumed the embryo would not be viable and they would destroy it. We were wrong. We went through 4 IUI cycles in 2022-23 with them, no one talked about that embryo. The IUI were unsuccessful as well. Then in 2024 I suddenly received a bill for $850 for embryo storage. I had no communication before then that they even had that mosaic embryo saved. Apparently now it can be transplanted. I don’t know how they knew three years back that it can be transplanted in the future. I have so much negative experience from this place and I would like to warn everyone. Please consider other clinics. And if you don’t have any other option, keep on top of everything they tell you. They are a business and don’t care about the patients.Update: The office actually reached out and listened to my complaints. They couldn’t rectify the IVF problem, but they did take care of the embryo storage bill. I think communication was an issue with CCRM, and I believe they are trying hard to improve that.

After experiencing the hostile and rude demeanor of the person at the front desk while trying to book an appointment, I considered not ever attending this clinic. Argumentative is a word I would use. That said, the national hotline staff are incredibly friendly and helpful when it comes to scheduling! I will be bypassing the local office in that respect.I spoke to the office manager after the encounter with the front desk employee, and the manager was professional and kind. She told me she would remind all staff, not just the employee at issue, of the importance of customer care. She also gave me a “first warning” and said they wouldn’t offer their services to me if I responded to their employees rude remarks again. If there were other solid options for fertility treatment around me, I would not recommend this place to any of my friends.That said, I’m only just beginning treatment, but in my experience, the way you treat and respond to patients matters. I may choose to find a new doctors office regardless of distance.

As a medical provider I have a lot of understanding and compassion for other health care offices and understand that things don’t always go as smooth as planned. I’d had a good experience with CCRM when things were straightforward, but when I really needed them, they completely failed me. I had an urgent question the night of my IVF trigger and the on call nurse Kris told me there was no way to reach my doctor. She was uncompassionate and rude. For such an emotional procedure I could not believe how she talked to me. I understand that medical providers need to be able to delegate and have a personal life, but being unable to have the nurse reach my doctor at a a critical time of my treatment for an urgent question is unacceptable. They claim to be accessible to patients and that communicating in a timely manner is of utmost importance to them, but that was not my experience. If you have a straight forward case, they may work for you but if you anything other than straightforward, I would recommend seeking care elsewhere.

We moved from CCRM (1 star) to Conceptions (4 star) and were really happy we did. CCRM was a private equity-owned IVF factory. CCRM waited months into the process to let us know the costs. Not only were Conceptions prices lower than CCRM, but Conceptions was really clear from day 1 about costs.All of these clinics take on more clients than they should. But, Conceptions offered much more personalized service than CCRM. I feel like everyone at Conceptions knew my name and cared about my success. The embryologists, doctors and nurses were all excellent. At CCRM the doctor sometimes did not respond to emails. At Conceptions I always heard back within a day or two.

I had a really great experience working with CCRM. The staff, ultrasound techs, Shanice and Dr. Gustofson were very friendly and responsive to my questions. They all created a warm and comfortable environment during a very invasive and emotional process. CCRM is more expensive than other clinics but I found that doing such an important procedure like this one was worth the quality and expertise of their providers. I was hesitant going with them after reading some of the reviews and fortunately did not experience any issues.

I love my wife with all my heart. And as the husband of a patient of CCRM, and a patient myself, I regret ever going to CCRM. They are a corporate practice that cares more about money and policies than patient satisfaction and customer service. Which given the gravity of the nature of their business, should be a top priority.There was a last a minute change to my wifes trigger dose prior to her IVF retrieval. The nurse called at 5:30pm with new instructions/dosage the night before her retrieval. When my wife tried to contact her physician to discuss the changes, she was told by the on-call nurse Kris that its not my problem and that their company policy is not to contact your specific doctor. Only the on-call doctor can be contacted who cant change any order from your regular doctor. We were told by Kris......too bad. You should have handled this during regular business hours. My wife is has an issue with IVF that less than 1% of people have and felt this change would be detrimental to the outcome. Because she could not get ahold of her doctor, I had to watch my wife cry all night, cry at the surgery center, and watch her cry as she was wheeled back to the operating room. This process is full of enough heart break. Save yourself more grief and find another clinic.

Super frustrated with the front office. Came in for a blood draw and they were running late. I get it, stuff happens. I left without the blood draw 30-minutes after my scheduled appointment due to a work engagement. Wasted my time driving all the way out there. If you are running that behind call people, respect their schedules. I pay way too much money to waste my time driving out here to not actually get the services needed and to have to come back. Front desk never calls with appointment reminders. I love my nurses and doctors. But scheduling in general is a nightmare and this was unacceptable. Had they given me a heads up I could of reschedule and saved time I do not have to waste.

All communication is forced through app which doesnt support ios (chromebook) and they first ignore and then get mad if you ask what else we could do. Refused to even take my insurance information since its only possible to process through an app; ridiculous. The care may be great, I would not know, however be prepared to deal with a dysfunctional, under-trained front staff for more reasons than just this, and large corporation for your fertility needs if you choose ccrm.

Zero stars. This clinic ignored our voicemails and emails for weeks, never providing answers on insurance or receipt of all requested information. You will be on hold for long periods and they will never pick up the phone. The portal messaging system was down for at least a month. The messages remain unanswered. I rescheduled the first appt with notice because we could not get a hold of anyone about the visit and coverage despite having given them our insurance info weeks in advance. We were told there would be no fee. They immediately charged our credit card $375 the day after the date of the rescheduled visit. Three voicemails and one month later they have still not refunded the charge claiming that they were notified by the bank that it was in dispute (the dispute did not go through and the bank confirmed it, there was no notification). I let them know again it did not go through and they are still dragging their feet a week later to refund it. They said they would send a check...Meanwhile I still cannot get anyone to answer about my insurance coverage so I had to cancel the rescheduled appointment and have found a different clinic. They have zero interest in the well being of their patients and will absolutely just see you as potential revenue. DO NOT TRUST THIS COMPANY.

CCRM and Dr. G were an absolute life saver for my husband and I. After going through multiple IVF cycles at another clinic we felt like giving up, we found Dr.G and he gave us hope again. The entire staff at CCRM were extremely knowledgeable, timely and most of all compassionate, the whole process was extremely easy compared to what we had gone through at our last clinic. After one FET we were pregnant with our miracle baby. I highly recommend Dr. G and the staff at CCRM.

I LOVED this clinic! After a terrible experience with another infertility clinic. I decided to try CCRM. I will NEVER go back! I am just beginning my treatment but I really loved the staff at the Louisville, CO office and Dr. Gustofson. He answered all of my questions and seemed genuinely interested in my concerns and how to address them. Everything was explained very thoroughly and he even made notes as we spoke, for me to take home and review. I appreciated the time and complete honesty provided during my appointment. This office truly makes you feel welcome and understood. If you are concerned about infertility, this is the office to visit. I cannot express enough how amazing they are!

Other fertility clinics did not try to find what was wrong with us and wanted us to jump into IVF. Ccrm took the time to run more tests and explain the outcome. We fell into the category of unexplained infertility, still ccrm did a good job of explaining why IUI and IVF would help our situation. We decided to go with IUI and were successful in the second cycle. They closely monitored me throughout the cycle and explained what they were changing for the second cycle and how it will increase the odds. I felt supported at every step of the way and knew what we were doing and why. I have severe anxiety around procedures involving a speculum and the nurses here were understanding and accommodative. The Louisville location is not open on weekends but the Denver locations is open on Saturdays.

Update: I am updating my review from 1 to 4 based on CCRM working with us, allowing us to use our Free Consultation Card. I reached out to our referring doctor who was not aware of the program being over. She in turn reached out to our doctor at CCRM who ensured us we were allowed to use our card.I also wanted to note, the office staff were extremely pleasant people. They all were very friendly, chatted and joked around with us and were just genuinely nice.Dr. Gustofson, was amazing as well. Listened to us talk, heard our thoughts and gave us his opinion about our situation. Didnt make us feel like a number, and truly tailored what care he thought we needed to start with to our situation - rather then making us test for 1 million other things we did not need. So in all, while our very first experience may not have been the best, they definitely made it up to us in our first visit just by being awesome! :)I havent even been there yet but so far not loving this. We received a referral card from our doctor which has NO EXPIRY date for a free consultation. This is literally just a CHAT! Typically, without a referral, this cost for a chat is $325- before they even determine if you are a candidate for any of their services. When I called I told them I had this card and they asked me to bring it with me and asked who my referring doctor was. NO issues. We got an appointment a month out, filled out all of our stuff in the portal and sent over my insurance. Their billing dept sent me an email saying they would bill my insurance. I told her I shouldnt be billed for this appointment as I have a referral card from my doctor. She came back with this program is no longer available. If that is so, why wouldnt they say that during my appointment set up? If it was going to expire by the time we were getting there, why wouldnt they say that? This stuff is already ridiculously expensive if they are able to help me and they just cant seem to get enough money from me that they need to charge me for a chat that we were supposed to get for free? WHY?????

If I could give this place a zero I would. I live out of the state of Colorado however there are no infertility treatment centers in my state so I was referred to CCRM from my OBGYN. Upon receiving a call to set up a over the phone consultation I was told that I needed to provide a method of payment to secure this appointment but that my insurance would be billed since they are in network with my insurance. After this appointment I notice the $375 charge on my card for this consultation so I called and was told because I was not physically in there office that they can not bill my insurance but they would provide me with an itemized statement so I could file my self for reimbursement. I go ahead a make an appointment for the work up the Dr suggested and received there breakdown of each test amounting to around $5000. $1000 of it for a deposit on IVF( which we were not sure we were even doing yet) and $2500 of that being done by on out of network lab or not billable to insurance. I asked to speak with someone in the finance department since I still had not even recd the itemized statement and was told by Consuelo that since I do not live in the state that they can not provide me with an itemized statement to submit to my insurance even though I have both infertility and telehealth benefits with my plan just because I do not live in Colorado. I decided to cancel all future appointments and find another facility that will work with me and my insurance company. I really feel through this whole process that all they care about is the money and I personally felt like they were taking advantage of me and my already stressful situation. I can only imagine the lies I would be told going forward to get me to do a procedure or consultation just to be told later its not true and I just have to pay instead of them working with your insurance like they are supposed to.

This place doesn’t deserve even the onestar I’ve added to this comment, I’ve scheduled an appointment and was told I needed to provide a credit card to keep the appointment, I asked if they were in network with my United Healthcare insurance and they said they were , a day before my appointment they collected $325 from my account without my authorization I called the office and spoke with Tatiana and she said she couldn’t do anything for me as this was the initial visit and I had to speak with the financial office, on the day of my appointment I called the clinic and Spoke with Tatiana again and I advised her that I would cancel this appointment as it’s not going through my insurance and I wanted a refund she just hung up , then I went to the clinic and was advised that they will charge me $50.00 for the cancellation, and I needed to call financial to get a refund, when I called financial Maren W introduces her self as the manager and that they will charge me $50.00 for canceling and $25.00 for refunding me back on my credit card . I requested cancellation policy to be emailed to me and she never did and I also requested refund policy that I also never received, they collected $325.00 from me and refunded me $275.00 and have never provided policy from their legal department!!!Based on Colorado Health Care Act the patient needs to be verbally notified of the price estimate before the visit and if the visit is not authorized by insurance the patient also needs to be notified, this clinic does NOT follow the state of Colorado Law Be Aware and get care at a facility you can trust !!!I will not stop at this review obviously there’s a lot of women being scammed by this clinic!!

The Louisville office has a tiny waiting room and you can count on the check out person to speak to you in a condescending tone with each visit. If youre looking for an uplifting fertility journey, this isnt the location that will bring you the accommodating warm and fuzzies.

This entire office and experience was amazing. I have not a single complaint from the front desk to Dr. Gustafson. It can be frustrating and scary experiencing infertility, I am so glad we picked this office to navigate through. In one year Dr. Gustafson was able to lay out a plan that included surgery to getting pregnant. It was almost bitter sweet getting pregnant, we finally reached our goal of having our little nugget, but it was hard to say goodbye. I can not thank everyone enough. Crystal was always so pleasant and helpful at the desk, every Kristine (especially Kristine G) I had the pleasure of dealing with was an Angel, and Dr. Gustafson could not have been a better doctor. I understand we got lucky having such great outcomes with in a year, but I truly feel we had the good outcome because of their aggressive care plan for me. Thank you all!!

Dr. Gustofson is the best IVF doctor out there! His personal skills, knowledge, and warmth are what any couple/individual would want in an IVF doctor during their IVF journey and Dr. G is all those things! My husband and I have been working with him since weve been trying to conceive and he has helped us to have two beautiful girls (5 year old and 6 month old). We plan to work with him again in 2023 and I cant imagine going through another FET without him. We are so thankful for Dr. Gs help and encouragement over the years and we HIGHLY recommend him!

We wouldnt have children if it werent for CCRM. Theres not much more to say, but I will add a bit more. From our very first appointment with Dr. Gustofson we felt totally comfortable with him and the CCRM staff. The staff made us feel like family at every appointment. They were always caring, interested in our progress, and incredibly supportive throughout. We went through three rounds of retrievals, did two transfers (one embryo per) and we have two healthy children as a result! Thank you CCRM for your caring, kindness, and dedication to creating families through SCIENCE!

Worst place to ever go… treatment was fine but the staff are miserable and make sure you understand they only care about the money… It felt like I was being sold a used car. “Do this… do this… and this… sign this… now pay me and get out…” at least that was my experience… And get this… The place that helps make babies doesn’t even allow children in their waiting room… Seriously?? Anti children. I’ve never even heard of that at a doctors office. The receptionist and nurses were also rude and inconsiderate every time I went there. I mean I get it, they’re just doing their jobs… but it’s not nice to feel like they can’t wait for you to leave so they can get back to their conversations and all you are is a stack of dollar bills to them… there has to be a better option out there.

I have been seeing the doctor, nurses and other staff members since February. They all are very friendly and helpful. They have felixible time slots for appointments. Tara, the lab technician, is very kind and always explains what is going on in your body when she is doing ultrasounds. Christine, Lidsey, front staff member, all of them are very kind.Nodoubt, treatment is little expensive. But my overall experience with all the staff members at CCRM is good.

It seems if they intentionally refuse to share information with patients so as to make up reasons for tests to be performed multiple times, thus costing us thousands of extra dollars. Services were outrageously expensive and nothing was accomplished, we were basically sent on a wild goose chase for two years as they keep requesting more labs, more tests, more prescriptions. They are screwing with my family! Staff was rude and unfriendly. I requested my medical records NO LESS THAN FIVE TIMES and NEVER received them. Decided to go to another fertility clinic and was pregnant within three months.

CCRM has excellent doctors, care givers and most importantly embryologists, but the patient experience (especially on cost) is miserable. They are transnational, presumptive and arrogant. If you dont care about cost and have plenty of cash on hand CCRM is a great choice. If you will be disappointed by arbitrary and excessive coordination fees, a woefully incompetent patient finance department, and an organization geared toward maximizing revenue, you should look elsewhere.

I encountered extreme difficulty scheduling a test based on a referral from another doctor. Once I did manage to get an appointment and have the test done, I had an even harder time getting the results returned to the referring doctor.

Clinical staff is great but if I had other options for care I would take them solely because the administrative experience has been so poor at the Louisville location.

Management people are extremely rude. Don’t care about their patients. I would advice to seek treatment or consult elsewhere. I would give zero star if I can.

Changing from 1 to 3 - yall have gotten betterThe lady at the front desk is the worst. Everytime we go she is just so curt and rude.

Amazed at how inappropriate the scheduling and billing staff handle descrimination and pii concerns.

Worst medical office Ive ever been to. This is a business preying on the hopeless.

Amazing staff!!! amazing doctor!!!! everyone here are very nice and friendly!!! Love everyone of of them!!!!

Called during office hours and am getting the after hours phone line message multiple times... frustrating!