CCRM Fertility of Louisville, United States

I have been with CCRM since my first child was born, and it has gone downhill. I believe the newer laboratory technician is named Amanda. She does not do her job. The first time I came in to have my blood drawn by her, I sat in the lobby for more than 40 minutes while she was on her phone. She is ALWAYS on her phone. I have also noticed that this young woman appears aggressive toward patients on ordinary days and toward her coworkers. That kind of behavior affects how we view the clinic. I would rate it below 1 if I could.

I am giving them three stars because their billing communication really needs improvement. I called for details about some bills and was sent straight to voicemail with a message saying they would return my call within five business days. The scheduling process was also confusing; I spoke with four different people while making the appointment. In short, they need to get organized.

They violated the No Surprises Act by sending your lab sample to an out-of-network facility without your consent and then charging you a large amount. Do not go to this clinic.

This place is a joke. The scheduling hoops and million apps is unbelievably inconvenient… oh and after waiting months to speak to a provider my appointment suddenly disappeared from the Salve app at the time I was scheduled to join… I had sent several emails to them about the confusion it’s impossible to get ahold of anyone and the TL;DR is I do not trust this business. I do not trust these people. How dare they waste my time after waiting several months to see a provider out of pocket mind you. Save yourself the time, money, and the heartbreak….. Go somewhere else…..

Dr. Gustofson is kind, attentive, and knowledgeable. We had only one viable egg—one chance—and he and his team made it work. I truly enjoyed working with his team. His nurse Chris responded quickly, the ultrasound technologists were friendly and kept me informed during examinations, and the embryologists answered all my questions. Ten days after the transfer, Dr. Gustofson personally called to ask how I was doing. I was deeply touched and sincerely grateful for his expertise and attentive care.

Terrible customer service. They are dismissive and fail to communicate important information promptly. My appointment was canceled twice because they never told me in advance that certain documents were required. Proper communication could have prevented these problems. I strongly recommend reading the reviews before considering this clinic. Its low rating exists for a reason. I would not recommend it.

I was very disappointed to learn that this clinic allows only the female partner to be designated as the primary patient, even for services requiring both partners to be evaluated. This policy means that my fiancée, who currently has no health insurance, cannot be the primary patient and that I must bear the full cost of every consultation. I find the policy outdated and overly rigid, especially for straightforward services such as preconception screening or genetic testing. Other clinics allow either partner to be designated as the primary patient based on who is receiving care, so I was surprised that this clinic offers no such flexibility. I hope the clinic reconsiders this policy so both partners can access care in a way that fits their circumstances.

We only came here for U.S. monitoring and lab work because this clinic was closer to our hotel than Lone Tree. Everything went smoothly, and everyone was polite and friendly.

I just completed my first appointment/consultation and had a wonderful experience. The clinic is pleasant, and all the staff are friendly and welcoming. Dr. Gustofson is knowledgeable and kind and made us feel very comfortable. The nurses were thoughtful, and the financial counselor was extremely helpful. She carefully checked our insurance coverage and explained each cost item. I look forward to working with this clinic and feel reassured knowing they will help my husband and me.

Everyone is very friendly and helpful. They are always ready to answer any questions.

Terrible experience—read the other reviews. They clearly exploit people who urgently need fertility support. The costs are outrageous, and they provide no help verifying insurance coverage. You cannot reach the same person by phone, and their financial team offers neither urgent service nor real support. The front desk and scheduling staff are rude and unhelpful. They force you to complete 12 forms and download a ridiculous app with an average rating of only 1.2 stars in the app store. If you do not download it, they cancel your appointment. Clearly, these companies face too little competition.

I started miscarrying yesterday, but no doctor at this hospital could be reached. I had to go to the emergency room, where they could not determine the cause of my bleeding after an ultrasound and blood tests, and sent me home. This is absurd. I do not understand why it is so difficult to speak with a doctor. Even my primary care practice always has a doctor on call on weekends whom I can reach.

Dr. G is very approachable and knowledgeable!

Do not come to this clinic. After reading some of the other reviews here, I am glad I never saw the doctor. I booked an appointment but had to wait several months, which is one of the frustrating things about the system itself. I could tolerate that. Then something came up, and they called a week beforehand to say they had to reschedule. They booked me an appointment within a few days—fine, no problem. A few days ago, I received another call saying I had booked an in-person appointment—yes, because I am anxious and could not even meet a completely new doctor face-to-face once, and fertility is a sensitive subject—but they could not offer an in-person visit because my appointment was at 5 p.m., when the clinic would be closed. This was infuriating because the person who rescheduled my in-person visit never mentioned it. But I had already waited several months, so I agreed. A few days ago, I received a message saying I needed to complete an informed consent form. I opened the app, and there were no outstanding forms. Great, I was all set, right? Apparently not. This morning, I received a message in the app saying my appointment had been canceled because I had not completed the form. What form? I had not received any other forms. I sent a message in the app and got an automated reply saying I might have to wait 2 days—so perhaps I would get a response before my appointment time. I tried calling but was transferred to a line that rang endlessly until it asked me to press 1 for a callback. I am done dealing with this and have started looking elsewhere. I do not care that my obstetrician referred me here.

The front desk/billing department is very disorganized. There were multiple incorrect documents, duplicate bills, and complete confusion and poor communication about the self-pay “basic testing package.” Keep receipts, verify all personal information, and check every bill three times.

One-year update 05/10/2025: I received another bill saying I again owe embryo storage fees. Last year, after sending a notarized letter confirming embryo disposition, we had many calls and emails. I thought they corrected the error, but they did not. Joining CCRM was the biggest mistake of my life. This continuing stress is upsetting and disappointing. Seek fertility treatment elsewhere if you do not want this in your life. IVF may fail, but at least choose a more efficient clinic. My experience here was complicated. Dr. Gustofson, the nurses, and front desk treated us well, which kept me from posting this review for two years. During my 2021 IVF cycle, they forgot to send the prescription for my final injection. I realized the day before, but it was too late because it came from a specialty pharmacy. They retrieved 24 eggs, but only 3 fertilized. According to Google, that injection helps improve egg quality. Of the three fertilized eggs, two were nonviable and one was mosaic. Dr. Gustofson refused to transfer it. We thought it would be destroyed, but we were wrong. We completed 4 unsuccessful IUI cycles there in 2022–23, and no one mentioned the embryo. Then in 2024, I suddenly received an $850 embryo storage bill. Until then, no one said they had retained the mosaic embryo. Apparently it can now be transferred. I do not know how they knew three years earlier that future transfer would be possible. I had many negative experiences here and want to warn others. Consider another clinic. If you have no alternative, closely monitor everything they say. They are a business and do not care about patients. Update—March 2024: The office proactively contacted me and heard my complaint. They could not resolve the IVF issue, but did address the embryo storage fee. Communication is a problem at CCRM, and I believe they are trying to improve it.

Do not go to this clinic!!! I should have read the reviews more carefully before taking my family there. A relative recommended it because they helped them 20 years ago, but it has clearly declined. Couples should know that they do not want men involved. After testing and providing a sample, the male partner is excluded and receives no communication. The clinic lied and did not tell my husband and me about preliminary steps we could take, which we learned after changing clinics. Instead, they pressured us toward more expensive options and exploited our inexperience with fertility treatment. The billing department is incompetent and refused to work with my husband despite repeated explanations that we used his insurance and all financial matters should be discussed with him. Nearly a year and a half later, they are somehow trying to bill us, with documents provided through a portal that does not work. No one in billing can be reached by phone. Every interaction I had was frustrating and upsetting, making an already difficult process worse. Their incompetence nearly made us abandon treatment. Thankfully, we tried another clinic, where my husband was respected and included throughout and we received the information needed to make informed decisions. Stay away from this clinic to protect yourself and your emotional health.

Wonderful staff. Very attentive. Everything went smoothly and on time. Dr. G is absolutely the best!

Everyone is very kind and helpful! They continue to support us and work with us at every step. Annika has been with us throughout it all and is still there whenever we need help. We are grateful to have such an excellent team supporting us through this process.

A life-changing experience at CCRM Fertility Louisville. After four heartbreaking failed IVF attempts, we decided to travel from Nebraska to CCRM Fertility Louisville—the best decision we ever made. From the beginning, Dr. Robert Gustofson and the entire team provided unmatched expertise, compassion, and support, giving us hope when we needed it most. Every step of the process was handled with care and precision and a genuine commitment to success. Dr. Gustofson's knowledge and dedication made a crucial difference, and thanks to him, our dream of becoming parents finally came true. If you are looking for a fertility clinic that truly dedicates itself to every patient, CCRM Louisville is the place. We will be forever grateful for the gift they gave us—our first child!

I had a very good experience with CCRM, especially the Louisville office. Everyone there was kind and made me feel at ease during this emotional process.

The accounting department ruined my otherwise good experience with the doctors and nurses. Be prepared to receive charges you should not have to pay. You need to call and leave several messages before anyone responds. I think they hope you will forget. I prepaid for a package, but they later tried to charge me separately for every visit. It created significant stress during an already stressful period. The nurses and doctors were very kind. However, nurses sometimes provided conflicting information, and the answer depended on whom you spoke with. After this review and their response, I spent hours on the phone speaking with different people to have the charges removed. They did remove them. But for every procedure afterward, they continued doing the same thing. CCRM, you need to improve your internal processes and communication. Accounting staff should review patient accounts to see what has already been paid before adding stress to an already difficult fertility situation. They require advance payment for every visit and then charge again afterward. It feels like a scam. Please fix your process for future patients.

I do not usually write reviews, but this felt necessary. We had faced fertility problems for a year while trying for a second child. After perfect SIS results, my OB referred my husband to CCRM for semen analysis and told us to go directly upstairs to schedule. The front desk woman would not even look at us. We stood there for 5 minutes while she acted as if we were absent. Finally she said, 'What do you need? Do you have an appointment? If not, we are booked for the next 4 months.' We explained the referral. She took it to the back, returned seconds later, said someone would call my husband, and copied the form. I noticed it had no contact information except my name and asked how they would call without our number. She became increasingly frustrated, said the back office would handle it, and refused further help. We left upset and confused. They never called. The next day, I called Conceptions in Lafayette and was greeted by two of the friendliest women I have met. They asked about our journey and scheduled my husband 5 days later. They were happy to help us pursue baby number two and looked forward to meeting us. I could not attend because of childcare, but he reported an excellent experience, easy billing, and kindness from everyone. Our CCRM experience was brief, but worth sharing, especially amid the difficulties of trying to conceive. Front desk staff represent a company because they are the first people new patients see. It is sad to encounter rudeness and no help at a place meant to offer hope and assistance.

I was a patient at CCRM Louisville for an egg-freezing cycle and had a great experience. Dr. G. and his entire team—shout-out to Shanice, Tara, and the excellent phlebotomist—were friendly and informative and made the process easy. Appointments ran on time, and I usually received a response through the Salve app within an hour. The Lone Tree team was the same; I only went there for a few weekend blood draws and the procedure, but everyone was professional and punctual. My employer covered my egg-freezing cycle and used Progyny as the insurance provider, which made billing very simple. I would 100% recommend CCRM Louisville for fertility care.

I had an excellent experience with CCRM. The staff were responsive and compassionate, the process was successful, and the finance department was wonderful. They billed my insurance first and coded the services so that insurance covered most of the process, which I had not expected!

At my obstetrician's recommendation, we used CCRM for my husband's semen analysis. They were difficult to work with from the start. Scheduling an appointment was hard, and once it was booked, they were completely unhelpful with billing and insurance questions. We will not return for any additional procedures and will use a different fertility clinic. Fertility problems are difficult enough without unhelpful people at a doctor's office making things harder.

It took multiple calls and more than three weeks to receive our laboratory results, although we were told it would take one week. Staff were also consistently curt and rude on the phone. For a business working with families during an emotionally difficult time, I was extremely disappointed by the staff's lack of empathy and care. Ultimately, I had to obtain the records myself and forward them to our primary care doctor because their office could not do so efficiently. Our family will continue treatment with Conceptions, which has been caring and consistent so far.

Communication is good until they receive all your money; then you are treated as an afterthought.