Fertility Services: Utah Center for Reproductive Medicine, United States

Four years ago, I had an excellent treatment experience with Dr. Johnstone that ultimately resulted in the birth of my daughter. Since then, I have consistently paid my embryo storage fees every six months, planning to return to the clinic when I was ready to expand my family. When I contacted the clinic to prepare for a second embryo transfer, I was surprised to learn that despite having embryos currently stored there, I had been placed on the waiting list as a "new patient." Six months have passed, and I am still waiting, with no clear timeline, no meaningful updates, and no indication of when I will be able to take the next step. The lack of communication and empathy is the most frustrating part. Every time I call for an update or an estimated wait time, the person I speak with is impatient and dismissive, making me feel like a nuisance rather than a patient. Fertility treatment is an emotional and time-sensitive process. Patients deserve transparency, compassion, and respect. If I had known that I would have to wait indefinitely even with embryos stored at the clinic, I would have sought other treatment options sooner. Unfortunately, because my embryos are stored here, I feel trapped. I am grateful for the care I received here several years ago, but my current experience has been extremely disappointing.

I loved this clinic before it was acquired by private equity. The medical team was excellent and completely transparent. But since the merger in 2026 4, I have encountered nothing but problems: difficulty communicating with the financial department, limited access to my doctor, having to advocate for myself, dismissive doctors at other locations, and extremely opaque billing. I strongly advise everyone to proceed with caution. Dr. Link is highly skilled, but unfortunately, the new clinic's policies are deeply disappointing for patients. I am ending my artificial insemination journey early because the tremendous stress caused by the new clinic far outweighs any potential benefit.

I advise every woman trying to conceive to stay away from this clinic. One of the worst things was that a man I had never met or spoken to performed my egg retrieval. I had consented to a different doctor performing the procedure, not him. I discovered this only a year later when reviewing my medical records.

After spending more than $7,000, I genuinely expected them to call on time instead of requiring me to ask to speak with a nurse about my ultrasound results and next medication steps, or forcing me to search online for information about my prognosis. Their lack of transparency was severe, communication about test results and my health was troubling, and throughout the process I did not even know who my doctor or "team" was because there was no continuity of care. My estrogen level was extremely high at the start of my cycle, and I later learned that this can seriously affect the menstrual cycle and egg quality. They did not explain the reason for the high estrogen or its implications until I contacted them to express concern. I believe I should have been involved in that decision, especially after paying so much and wanting the best possible outcome. Four days after egg retrieval, I called the clinic because of severe pain in my lower left abdomen and concern about ovarian hyperstimulation syndrome (OHSS) or ovarian torsion. A nonclinical staff member answered and passed some information to a nurse. I asked for someone to call me because I was very concerned about the severity of the pain. Instead, I received a MyChart message saying it was cramping and advising me to use a heating pad. No medical professional spoke with me directly about my symptoms or concerns; they simply labeled it "cramping." I am writing this review on the day I received that MyChart message, so we will see what happens. It feels as though they want to move me through the process as quickly as possible while doing and communicating as little as possible. If you choose this clinic, be prepared to advocate strongly for yourself and learn as much as possible beforehand so you know which questions to ask.

All the staff were very kind, and my husband and I did not wait long after arriving to see the doctor. Dr. Letourneau also gave us the most helpful fertility information we have received from any doctor so far. Thank you!

Although my experience with the doctor was very good, the scheduling system is so poor that I am seriously considering changing doctors. It is impossible to get an appointment. Given how time-sensitive this specialty is, being told that no appointments are available at any time is shocking. I contacted them several times and was always promised a return call, but no one followed up. I had to call again, and this time the conversation made no sense: they first offered several appointment slots, then said I could not actually schedule any of them. After another 20-minute call, I still had no appointment and was placed on a general waitlist that was not even specific to the doctor I wanted, with no idea when anything might become available. Unfortunately, excellent doctors are of little value if patients cannot schedule an appointment with any of them.

Our experience at the clinic was terrible. Given what we paid, the poor communication was unbelievable. Honestly, my interaction with Dr. Verrilli was one of the worst healthcare experiences I have ever had. She was impatient with our questions and tried to rush the appointment. After meeting her, I left immediately and told my wife that I did not trust them. We promptly scheduled with another clinic, which was much better. Even the clinic itself was dirty and run-down, which was shocking given the high fees they charge. Avoid this clinic and save yourself the trouble and expense!

We began our fertility journey at this clinic with Joseph M. Letourneau. He showed little interest from the start. After our first meeting, we waited another two months to see him again. At the second visit, he merely repeated what he had said the first time, although we were eager to move forward. It was frustrating, especially when we realized he repeated the same script to many couples. After we expressed dissatisfaction, he finally began the process. During our first IVF cycle, we had multiple follicles, but none matured. We later learned the excessive medication he prescribed had overstimulated them. We then switched clinics and described our experience. The new doctor was shocked by his instructions and suggested he had little fertility expertise. We had excellent results at the new clinic.

I went to Utah Center for Reproductive Medicine (UCRM) for a microsurgical TESE procedure, believing it was part of UnitedHealthcare’s (UHC) Center of Excellence (COE) fertility program, the state’s only fertility COE. I obtained prior authorization, followed UHC’s guidance, and did everything instructed. Yet because of a billing technicality that was never disclosed, I received thousands of dollars in unexpected bills. What happened? • UCRM billed under the wrong tax ID. Instead of UCRM’s COE tax ID, it used the general University of Utah Health tax ID, so UHC refused to process the claim under COE benefits. • I was never told this would happen. Before the procedure, no one explained that although it occurred at a COE facility, it would not be processed under COE benefits. • My insurance paid less, leaving me responsible for the bill. UHC did not cover treatment at the promised 90% in-network rate. It processed it at the standard out-of-network rate, leaving me with far more than the $2,000 out-of-pocket maximum expected under COE benefits. • Naviguard tried to negotiate, but UCRM refused, leaving me responsible for the balance. Why this matters This was financially and emotionally devastating. Only two months after fertility treatment, my wife was diagnosed with Ewing sarcoma, leading to chemotherapy, amputation, and ongoing complications. Along with this shocking news, I was forced into an unnecessary billing dispute that transparent insurance procedures could have prevented. If UCRM cannot bill male infertility services under COE benefits, patients should know before treatment. Despite asking the right questions in advance, UCRM did not disclose that male infertility services would be billed differently. Conclusion Male infertility patients should be very cautious about UCRM’s billing. • Ask explicitly whether treatment will be billed under the COE tax ID. • Request written coverage confirmation before treatment. I hope UCRM addresses this lack of transparency, because no infertility patient should endure this financial nightmare.

Dr. Letourneau and Dr. Dong were both thoughtful and understanding. I felt like a true partner; they listened carefully and responded thoughtfully. I wish every doctor combined expertise, statistics, and communication skills as well as they do. I previously had difficulty scheduling with two doctors who had left or were about to leave the department, which made me anxious about treatment. Dr. Letourneau and the team greatly increased my confidence in making such an important life decision. Thank you!!!

Dr. Megan Link is wonderful! She is compassionate and explains conditions clearly in easy-to-understand language.

Every staff member I interact with there are so kind and caring. From the receptionist to the doctor and everyone in between, they all show how much they care. They each play a huge role every time we have done an IVF cycle, and for that I am truly grateful!