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미국 디지롤라모 박사
디지롤라모 박사는 생식내분비학 및 난임과 산부인과학 두 분야의 전문의 자격을 모두 보유하고 있습니다.
난임 치료의 모든 분야를 전문으로 합니다.
보스턴 매거진 선정 최고의사상을 네 차례 연속 수상하는 등 수많은 표창을 받았습니다 (2019-2022).
디지롤라모 박사는 매사추세츠 종합병원에서 생식내분비학 펠로십 수련을 마쳤으며, 이전에는 하버드 의과대학 임상 강사로 재직했습니다. 브라운대학교 의과대학 산하 여성·영아병원에서 산부인과 전공의 수련을 마쳤습니다. 또한 북미폐경학회(NAMS) 인증 폐경 전문의입니다. 디지롤라모 박사는 웨이크 포리스트대학교 의과대학에서 의학박사 학위를, MCP-해너먼대학교 의과대학(현재 드렉셀대학교로 알려짐)에서 박사 학위를 취득했습니다. 노스이스턴대학교를 최우등으로 졸업했으며 매사추세츠 출신입니다.
난임 치료와 임신 계획 관리에 대한 전문성뿐 아니라, 디지롤라모 박사는 공인 피트니스 전문가이기도 합니다. CrossFit 레벨 1 트레이너, 공인 영양 코치 및 그룹 피트니스 강사 자격을 보유하고 있으며, 엘리트 선수와 일반 운동선수를 위한 여러 팟캐스트와 전국 규모 학회에 출연했습니다. 운동선수 또는 강사로 피트니스 업계에 30년 이상 참여해 온 경험을 바탕으로, 운동선수와 전반적인 건강 및 체력 향상을 원하는 사람 모두의 생활 방식과 영양상의 필요 및 어려움을 잘 이해하고 있습니다. “환자들은 검사와 의학적 치료 외에 임신 가능성을 높이기 위해 무엇을 더 할 수 있는지 자주 묻습니다. 신체적으로나 정신적으로 최대한 건강한 상태를 유지하는 것은 임신과 임신 과정이 성공적이고 보람 있게 이어지도록 하는 긍정적인 에너지를 북돋는 데 큰 도움이 됩니다.”
디지롤라모 박사는 월섬, 웨스트버러 및 밀퍼드 지점에서 환자를 진료합니다. 또한 Athletic Aging이라는 무료 뉴스레터의 저자입니다 - https://www.athleticaging.blog/
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Thaddeus Crawford
2년 전
2024.07.27
I am extremely disappointed with the service at Boston IVF. It is nearly impossible to contact them—there is no way to speak to someone directly, and when you finally reach a staff member, they are completely unhelpful. Asking practical questions about your care plan seems to offend them, as they belittle you for seeking clarification.
They repeatedly mishandled critical parts of our care. They made errors with medication orders, missed appointments in their system, and failed to follow up with test reports. Shockingly, they even had incorrect information about us and our medical history. This level of incompetence is unacceptable.
Boston IVF's practices feel deeply dishonest. You are treated as just another number being pushed through their flawed system. The lack of genuine care and professionalism is shocking. If you value your health and peace of mind, avoid this place.
2024.04.25
Although we had a positive consultation with Dr. Resetkova in January and would have gladly continued working with them, dealing with the billing office was unusually tense and unpleasant. We faced unprecedented hostility when trying to submit an insurance claim, which appeared intended to undermine our rights as consumers. Although we eventually succeeded in filing the claim, no one should have to make such a sustained effort simply to prevent a blatant violation of consumer rights under state and federal regulations, beyond Boston IVF's contractual obligations with our insurer. If you use this clinic, understand your consumer rights and be prepared to advocate for yourself.
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Shannon Azevedo
2년 전
2024.03.23
I was originally a Baystate IVF patient and was never told they had closed; no one called me. I waited five months for an appointment that no longer existed. When I reached someone at Boston IVF, which had acquired Baystate IVF, I was told they would get me in as soon as possible and tentatively scheduled me for the 8th. They quickly took my insurance information and said I would receive an appointment confirmation that week. That was a month and a half ago. My appointment never existed, and no one ever called me. I have called 3 times and left voicemails, but no one has returned my calls. I have been waiting 7 months for fertility care, and the entire process has been extremely frustrating.
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claudia lane
3년 전
2023.12.27
Honestly, I do not understand how a multimillion-dollar company can fail to hire enough receptionists to answer the phone. I was told to call a nurse for the next step, but two weeks later there was still no return call. The only person who occasionally responds is an administrator by email. I know they are busy and doctors and nurses are not paid to answer phones, but what is the point of telling me to call? The disruption to the entire process is extremely frustrating.
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Rachel Horn
3년 전
2023.07.07
An absolutely terrible experience. The staff constantly avoided us. We called to question a bill and were told their team was reviewing it and would let us know. We followed up several times and always received the same answer. We never heard from them—until the bill was sent to collections. The ‘review process’ seems to have been an excuse to avoid discussing problems with their service. I cannot assess the quality of their customer service because more than a dozen calls and voicemails to the patient advocate went unanswered. Go elsewhere.
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Alison Pei
1년 전
2025.04.17
I have had three appointments so far, and they were late for two of them. This was a major waste of my time and seriously disrupted my workday. Most importantly, I cannot reach a doctor by phone at all.
2026.04.28
Very knowledgeable. Made complex information simple, understandable, and less frightening. I felt reassured and comfortable moving forward.
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Katherine Mor
2년 전
2024.06.22
Although my overall experience with Boston IVF was not good, I want to begin by saying that the nurses, phlebotomists, and sonographers I worked with were wonderful: 5 stars. Stephanie, Kristen, and Kendra, thank you for making a difficult journey easier.
I was referred to Boston IVF in fall 2022. At my initial consultation, Dr. Vaughan told me IVF was unlikely to work and I might need donor eggs. This was delivered without compassion before we had attempted any treatment, leaving me shocked. Over the following months, I spoke with Dr. Vaughan 3 times. In 2 of those conversations, I felt like nothing more than a number. Only during our third and final conversation did I feel he truly listened and saw me as more than a statistic.
We completed two cycles. Both failed or were canceled, and no eggs were retrieved. The first time, I was told my follicles were empty; the second time, I simply did not respond to medication.
In June 2023, I sought a second opinion from Dr. Penzias at Boston IVF's Waltham location. Although he delivered the message more compassionately, it was essentially the same: the chance of this working for you is very low.
By then, I had begun noticing gaps in the information I received. For example, Dr. Penzias said he woke every morning hoping to find a solution to infertility, yet he knew nothing about the extensive research on red-light therapy and fertility in Denmark and Japan or similar countries. A machine is now in Boston, one of only eight in the country.
About a week before meeting Dr. Penzias, I consulted Dr. Check at the Cooper Institute in Pennsylvania. His approach was unconventional, but he believed I could become pregnant. When I asked Dr. Penzias about these methods, he referred to the "false hope" offered by the doctor and was generally dismissive of Dr. Check's approach.
I felt more positive about working with Dr. Check, given his optimism about my chances, and stopped working with Boston IVF. A year later, I brought my newborn home. Contrary to what the Boston IVF doctors said, I did not need donor eggs or even IVF to conceive her.
I am deeply grateful that I found Dr. Check. He treated me with kindness and compassion, his approach was very effective, and I did not follow Boston IVF's advice. Boston IVF physicians would benefit from learning more about his methods to better help the "poor responders" they see and avoid unnecessarily recommending donor eggs and high-stimulation cycles.
2024.02.22
I was recently diagnosed with breast cancer and was trying to determine the next steps for possibly freezing my eggs. I called and left a message. Someone returned the call and said they would call me the next day, but I never heard from them again. She was very rushed and rude on the phone. They are clearly busy, and as a healthcare worker I understand that, but no one should be made to feel this way during a difficult period in life. I will not go here or recommend it to anyone.
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Julie Zuckerman
3년 전
2023.12.13
Do not go here. The staff are completely rude and insincere, especially during such a difficult time for any couple facing infertility. When we told Boston IVF we were leaving, they did not care because they treat you like a number rather than a person. The billing department is unethical and told us they could not work with our insurance because it was "too picky." Their records are poorly maintained, and the place is very disorganized. This was at the Brookline/Chestnut Hill location.
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Erica Brooks
3년 전
2023.06.02
Thanks to the kind and supportive teams at Boston IVF Providence and Waltham, I finally brought home my rainbow baby after 5 years of trying. From the moment I met Dr. Bayer, he listened to my concerns and was the first doctor to show compassion for my situation. He even presented my case to the board for additional opinions. Although I was reluctant to use donor eggs, he assured me this would improve my chance of bringing home a living baby. I am so glad I listened because I am now looking at my 3-month-old. Every nurse, phlebotomist, and ultrasound technician cared about my progress, and I am grateful I transferred to this clinic. If you are considering the next step toward pregnancy, do not hesitate. Dr. Bayer is now retired, but the other doctors provide excellent personalized care. Thank you so much for helping me become the mother of this miracle!
2023.05.17
Go anywhere but here. They completely lack compassion and treat you like a number. I know they often see poor outcomes, but their negativity was astonishing. Simply because my hCG was at the lower end of the normal range, although it was doubling appropriately, I was told it could go either way and they ordered a methotrexate panel just in case. They caused a great deal of unnecessary anxiety throughout my pregnancy. I now have a very healthy 3-month-old.
2024.08.28
I just saw another doctor, and I am furious with Boston IVF. Aside from the nurses' idiotic jokes, they told me I had 11 follicles and canceled my treatment. My new clinic says they need 9-10. Other reviews say they performed retrievals for patients with only 8 eggs. The new doctor who reviewed my case said much more could have been done. Boston IVF told me to give up and adopt.
During ultrasound, a nurse explained how they saw the follicles and tried to reassure me that things were working. On cycle day two, their doctor instructed me to come in, but the nurse said I was not due until the next day. I had to explain that my period began the previous morning, making yesterday day one and today the day after. If you cannot count, you should not be a nurse.
In addition to all the other costs, I had to prepay for all medication. After the cycle was canceled, they said I could donate $7,000 worth of medication back to the facility. This is predatory. They are not there to help you. I might have had a chance. Now, after moving and finding a new doctor, I am trying again, but my condition has worsened. Boston IVF may have cost me my chance.
2026.02.19
This review is for Dr. Ataman. She is a poor doctor and an even worse person. I do not understand why she became a fertility doctor when she seems to dislike her patients. We met her only once before having to change fertility providers. She was clearly distracted and eager to end the appointment, even though she was ten minutes late. When I tried to ask a question mid-conversation, she became angry and said, “I haven't finished. Wait until I am done before asking.” If she wanted the conversation to follow a specific structure, she could have explained that beforehand instead of scolding me. We had scheduled surgery after the consultation, but I did not trust her because asking questions seemed to upset her, so we ultimately changed clinics. She did not create an environment where I felt safe asking questions. I was left with many concerns and did not believe she would care for me properly during surgery.
Her profile says, “I treat every patient and family I meet with kindness and respect as my core values.” That is laughable. She is not only a poor doctor but also entirely lacking in self-awareness. Avoid this clinic and this doctor. You will leave frustrated and hopeless.
2022.02.11
The nurses at Boston IVF Lexington, especially ultrasound technician Karen, are rude, judgmental, and indifferent. I have never had a worse experience with a medical professional than with Karen. She truly lives up to the stereotype. I hope no one else has the same experience, especially when so many women are going through one of the most vulnerable and emotional periods of their lives. I would not recommend them.
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Pooja Rathod
7년 전
2019.05.07
Wonderful. All the nurses were very helpful. My doctor was Dr. Kristen Wright, and her expertise was excellent. They understood every situation and advised us. The surgical center is in Waltham, where they treated us very well. The acupuncture center is also in Waltham and was good.
2024.10.05
When I was referred to Boston IVF, my OB-GYN warned that the experience would be terrible and that they would treat me like a number. I could not imagine it would be this bad. I advise everyone to go elsewhere. There is no compassion. They tell you conflicting things and lies. An absolute fraud.
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Rachel Enders
2년 전
2024.10.23
The entire staff were patient and helpful. My doctor was very kind and caring and made sure to spend all the time I needed answering my questions. I had a baby! My husband and I have only the highest praise for Boston IVF.
2024.10.10
So disappointing. Their front desk and nursing staff were always poor at returning calls and scheduling appointments. Even so, I went through the entire process and was about to begin retrieval when they stopped responding. I never heard from them again. I called and left messages several times a week for four weeks. After 4 weeks, I received a return call, and they said they had returned all my calls and had records showing my voicemail was full. None of that was true. I was confused and upset.
I now have an appointment at Brigham. I requested my medical records three weeks ago but have received no response.
Please be careful. This is such an important and difficult decision, and I would not recommend having this place accompany you on the journey.
2025.06.24
All 6 of my eggs were mature, yet I had no embryos. They should refund the prepaid embryo genetic sequencing and freezing fees, but despite repeated requests, I have received nothing. Their system is broken, and the doctor managing my case was rude and careless.
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Courtney Minassian
1년 전
2025.06.13
They are very efficient. I arrived early for bloodwork and was seen immediately without waiting! The woman who drew my blood was kind and easy to talk to. She answered all my questions and left no bruising!
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Paige DeGirolamo
1년 전
2025.06.13
So far, my experience at Boston IVF has been excellent! They arranged my preliminary testing, and the first doctor consultation was thorough, although still a little ‘warm.’
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Sarah Drucker
3개월 전
2026.06.04
This doctor is wonderful! Highly knowledgeable and takes the time to listen to your concerns!
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Lindsay Barlow
1년 전
2025.06.06
We are a military family being forced to relocate, so I must leave my current fertility clinic in Washington, DC, where I am undergoing treatment. I called Boston IVF in Providence and was told that despite years of infertility and my current treatment, they could not evaluate me for 6 months. The caller made me feel small and insignificant. My journey did not matter, and there was nothing they could do except make me wait 6 months and start over. I feel deeply disappointed and disgusted.
2024.11.28
Do not do it! These people will leave you frustrated. They repeatedly ordered the wrong lab tests for my partner and me, making me visit the lab more often than necessary. They do not answer calls or return voicemails promptly. You will call repeatedly until you are tired of calling.
Obtaining my medical records to go elsewhere was another difficult task! For your peace of mind, please avoid these people.
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Kelly Zimmer
2년 전
2025.02.08
Please spare yourself the frustration. Their payment system is completely useless, they do not send the correct forms on time, and communication is terrible. I called to establish a payment plan, which was approved by phone. Two months later, I received an email saying my payment was late and would be sent to collections, with no communication in between, and that I had never completed the payment-plan form. I never received this form and was never told I needed to complete one. The patient portal is a complete disaster, and there is nowhere to view an itemized bill. For someone who desperately wants to become a mother, having such a terrible experience at a fertility clinic is deeply frustrating. They also never explained procedure costs in advance, so every bill was shocking and unexpected, although it is unclear whether this is their problem or a problem with the US healthcare system. When we moved to Massachusetts, we looked forward to their comprehensive fertility care. This is clearly not what they provide.
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Brother Ken
2년 전
2025.02.25
The communication and organization is abysmal. They often timed things so poorly that it cost us months if not a year of time wasted.
2025.06.05
I called twice and sent an email. No one called back or replied. I will escalate this tomorrow. Ridiculous.
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Katelynn McCrohan
1년 전
2025.05.29
The doctor advised me to try to conceive before even receiving my test results. Spoiler: the results were not good, and trying would have been absolutely unsafe for me.
Healthcare providers now seem to place little value on their patients. ‘Do no harm’ clearly does not matter here.
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Jen Curtis
1년 전
2025.05.24
I try not to leave negative reviews, but I do want to give Boston IVF feedback and share my experience with others considering this clinic.
First, I have not yet conceived successfully. Boston IVF has provided a valuable opportunity, and if I ultimately become pregnant, I hope all frustrations will be forgiven.
That said, my experience has been similar to many others: frustrating and unnecessarily prolonged. Over the past 9 months, there have been numerous communication problems— incomplete lab orders, unexplained bills, and most importantly, a lack of clear information. For example, this week I was told I could not proceed with implantation until my thyroid was checked. Again, no reason was given; I was simply told I could not continue until completing what may have been my 50th required test. At the laboratory, I learned the order was incomplete. After some effort, I obtained the correct order and sent the results to the nurse. I was then told I still could not get the necessary medication because I had not paid on time. I had received a bill for nearly $2,000 with no explanation of what it covered. I contacted Boston IVF and was told the bill was actually an error and that I had paid on time. I am glad I checked, as I do every time. When I contacted the nurse again to explain that I had paid, I received a message saying she would be out of the office for the next 5 days. Will my implantation be delayed another month? I fear yet another issue outside my control.
This has been my typical experience. I have been a patient for 8 months, and every stage has brought some setback. Most frustratingly, I am always made to feel that it is my fault. Everyone is kind, but the process still drives me crazy.
My advice is to understand everything involved before starting injections. They will not walk you through the injection process in detail, provide clear instructions or next steps, or always give correct information. You must be proactive: research, contact the specialty pharmacy, watch self-injection videos, seek counseling yourself, and above all, be persistent if you want results. Call often to ensure you are informed and receiving proper care.
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Ellen Honsa
1년 전
2025.05.05
Poor patient care. Emotionless and cold during a highly emotional process for clients.
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Bridgette Stone
1년 전
2025.07.21
I was with Boston IVF for more than two years. I completely agree with all the comments about communication, organization, and billing. They clearly lack an effective administrative system to support patients and staff.
Overall, the employees are kind and polite, but the process is chaotic, causing additional heartbreak, delays, and frustration. We personally experienced too many disappointments to list.
They exploit patients' strong desire to become parents without making any effort to address systemic problems. Their indifferent automated response to this message, and to all their negative reviews, is meaningless. If you can go elsewhere, you should.
2025.08.12
I had a wonderful experience with the doctor. She was very kind, knowledgeable, and caring.
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Jessica Frisco Lockie
10개월 전
2025.11.21
I came here for IVF testing and monitoring. Appointments are very efficient, and the staff is also very kind!
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Emma Powers
6개월 전
2026.02.27
The clinic's policies are terrible. The nurses, technicians, and doctors seem kind, but the policies turned an already difficult process into the most agonizing year of my life. Initially, despite my stage IV endometriosis and several calls, they refused to schedule me. I asked for escalation and explained that my surgeon recommended a reproductive endocrinologist, but they refused any guidance because I had not tried to conceive naturally for six months. I should have lied and said we had! I then waited for surgery, six months of trying, and an appointment. The process took over a year: six months waiting for surgery, six unsuccessful months trying naturally, and three months for an appointment. When I finally saw the doctor, she said my chance of conception was only 5% unless I went directly to IVF. I was terrified and had never known this. That began the real ordeal. When I asked how soon the process could begin, she said anytime. I believed her, unaware of the steps or timeline. The clinic never calls, so do not expect outreach. Be prepared to chase them. The financial coordinator never answers questions. You are passed among administrators, nurses, and finance, and cannot see a physician without a formal appointment. Another five months passed between my first appointment and ovarian stimulation. I was so stressed that I did not respond to treatment as I should have. Without constant pressure from me, they would have forgotten me. I cannot compare their clinical skill. My stimulation cycle failed completely, perhaps because of stress combined with endometriosis, which stress worsens. During this period, I developed another endometrioma. My husband developed a herniated disc midway through, possibly from stress. Boston IVF constantly emphasizes urgency but provides only minimal help to get you through, increasing stress. They offer no injection assistance; I do not know whether that is standard. Their videos did not match my medications, so I watched videos alone and felt unsupported. In summary: if you are in western Massachusetts, you can see any Boston IVF physician and complete labs locally. I did not know this until joining a local women's Facebook group because a Boston administrator gave me incorrect information.
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Joc Forcier
5개월 전
2026.04.15
My husband and I spent a year at Boston IVF without answers, guidance, or a proper plan to find them. From the first meeting, they repeatedly emphasized that many people have “unexplained infertility,” and it felt as though they had no plan to identify the cause. I constantly followed up about insurance approval and raised possible causes, yet bills arrived six months later without itemization. We continued an IVF cycle without additional testing, and one test was used to completely dismiss a possible issue with my husband. I wasted a year and a great deal of money. At another clinic, the experience was entirely different. Before a new cycle, we immediately completed multiple tests and found that the issue was with my husband. For a full year we had been told it was unexplained, although signs of the cause were already present. If you are reading this, do not waste your time here or endure the same pain and trouble.
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Tara Dolan
2년 전
2024.08.22
I have had only one appointment so far, but every communication with Boston IVF's staff and medical team has impressed me with their professionalism and organization. It is unlike any healthcare experience I have had. A financial planner proactively contacted me and explained my insurance coverage in detail. Much more was covered than I expected. A nurse practitioner spent nearly an hour explaining our options in detail. Infertility is hell, but I finally feel Boston IVF will be a great resource for me.
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Fevrina Tampubolon
3년 전
2023.12.28
It is very difficult to reach anyone to schedule. All calls go to voicemail.
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Matt Dejarld
3년 전
2023.11.20
The nursing staff and Dr. Sneeringer were excellent, and I absolutely recommend them. However, the lead receptionist at the front of the Stoneham office can be rude and confrontational. If possible, I suggest booking in Waltham.
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Stephanny Sandoval
3년 전
2023.11.08
I was a little nervous on my first visit to Boston IVF, but the medical staff made me feel comfortable and confident during the examination. They were very friendly and professional. Thank you for your kindness and guidance during my visit.
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Danielle Yeaton
2년 전
2024.09.26
We recommend going elsewhere. After 6 months at BIVF, we found the care impersonal. It is a big business, and you feel like just a number. You are passed from nurse to nurse; the nurse on duty calls you but apparently does not review your chart. Treatment is not adjusted based on the previous cycle. My cycles are short, as discussed at intake, but they scheduled monitoring for a standard 28-day cycle. If I had not repeatedly told them to check the previous month, they would have missed every monitored cycle. During medicated IUI cycles, you may also go months without speaking to your doctor. It felt as though they wanted to push us toward IVF, where they could make more money, without genuinely trying other treatment first. We left after being told we would wait 2.5 months to see our own doctor about next steps. Poor care and clinic management.
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Sasore Yewande
2년 전
2024.11.15
Great experience. The staff were very friendly and made me feel comfortable.
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Olesya Gritsenko
1년 전
2025.06.27
Dr. Sandy Li did not attend our scheduled appointment and gave no notice. When the front desk contacted the doctor, the doctor confirmed that they had simply forgotten the appointment. We waited three months for it, and their attitude was extremely disrespectful and unprofessional. Interestingly, their financial team is still contacting us about insurance. Boston IVF cares only about money, not patients dealing with such a sensitive issue.
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Jordan Noone
1년 전
2025.05.23
There is a serious disconnect between the providers and scheduling department. I could not schedule a time-sensitive procedure requested by the provider and required by insurance before further treatment because there was no availability. Our original provider left the company, and we are beginning to understand why.
2025.03.10
After waiting more than four weeks for an appointment, it was canceled because the office lost my referral.
My doctor sent the referral to the fax number the staff gave me, which was the new-patient number. An administrator later told me Boston IVF staff had provided the wrong fax number and canceled the appointment because she personally did not have the referral.
The appointment was canceled because of a broken internal process.
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William Howard
5개월 전
2026.04.23
Acquired by a private equity firm. Medical staff struggle to provide quality care because the company prioritizes profit over health outcomes. Watch for overbilling and know your rights as a patient!
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Melinda Engstrom
2년 전
2024.07.24
I am so grateful to the entire Boston IVF team! Everyone was wonderful, answered all our questions, and gave us tremendous support throughout IVF. Thanks to Boston IVF, we are delighted to have a happy, healthy baby boy!
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Kaitlin Kehmna
2년 전
2024.09.10
Dr. Bartolotto was wonderful. He anticipated our questions before we asked and was very kind and thorough.
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Mikayla Scaduto
2년 전
2024.09.05
Communication was poor. During my year of treatment at BIVF, I constantly played phone tag and left or received voicemails. That said, the staff were nice and did their jobs well. I never had a bad in-person experience. My only problem was reaching them because they rarely answered the phone.
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Heather Brien
2년 전
2024.09.04
I did not feel supported here during my fertility journey. Scheduling appointments and reaching anyone by phone were challenging. They often had no availability, forcing me to wait an entire cycle for an appointment. A coding error on testing resulted in a huge bill, and it took months of billing follow-up to correct. When I finally decided to leave, they were very unprofessional. Despite ample time and repeated reminders, they did not send my medical records to the new clinic in time for my appointment.
I would not recommend them.
2024.09.14
I am extremely disappointed with the service provided by Boston IVF. My experience was frustrating and unprofessional. My partner and I completed a semen analysis in August, and they took an entire month to fax the results. During that time, we tried countless times to contact their outside patient center—at least 15 calls—but no one returned a call to me or my doctor.
We obtained the results only because my doctor personally contacted the department manager. This level of communication is completely unacceptable for a medical facility, especially one dealing with fertility. The lack of response and disregard for patient concerns is shocking. The entire experience was a joke.
2024.09.19
Echoing Will above. The exact same situation. The expected turnaround time for my SA results has come and gone, and still nothing.
I have called, and my PCP's office has called. We both left messages on their 'it may take 5 business days to return your call' service. For anyone outside Boston, this appears to be the only way to communicate with the Boston IVF care team short of going there in person and loudly asking in the waiting room why a test that takes about a day to process needs a month to be reviewed and sent to my PCP. The request is simply for someone to complete paperwork. That is all.
If they are this indifferent about something small, I wonder what else would go wrong if my wife and I used Boston IVF for more expensive services. Needless to say, we will not. Completely unacceptable.
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Andreza Garcia
2년 전
2025.01.13
This clinic is terrible. It is impossible to reach anyone. I needed a specific test at a specific time, but no one returned my call, and I ultimately lost valuable time. Now I must wait until next month to try again. I have never experienced so much bureaucracy in my life. I do not recommend this clinic.
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Kayla Soares
2년 전
2025.01.12
I will begin with the positive: the Waltham office is clean and welcoming, and every ultrasound technician and phlebotomist I saw was professional and kind.
Unfortunately, my interactions with the nursing staff were not the same. It began after three failed IUIs. I was scheduled for an egg retrieval and fresh transfer. The weekend nurse did not tell me that my levels were too high for a fresh transfer and that they would now have to freeze any embryos retrieved. No one told me until I arrived for the appointment. I was excited and emotional when I was told minutes before the procedure that I would not receive a fresh transfer, along with an apology that the weekend nurse had never informed me. After the retrieval and my next menstrual cycle, I was told that my transfer would be completed before the end of the year. I needed to know this for insurance purposes, and the staff assured me it would happen. When it was time to order medication, however, the pharmacy told me prior authorization was required but my doctor's office had not submitted one. After considerable back-and-forth, it was finally submitted and denied. It was denied because it had never been submitted before, which I confirmed with my insurer, although the nurse insisted it had been. They resubmitted it and it was approved...strange how that happened. All this back-and-forth caused a delay of more than a week, making it impossible to complete the transfer before the end of the year as promised and requiring me to pay for the procedure out of pocket. I received no sympathy from the nursing staff for their mistake and decided to proceed with the cycle. When I ultimately decided that the out-of-pocket cost was too high, I called the office 4 days before the transfer date and canceled. I received an email saying they had received my message and that the financial coordinator would call on Monday to collect a cancellation fee. That was the response I received from the team responsible for this entire mess. No apology, no compassion—only an email saying okay, thank you, we will collect your money next week. Pathetic. I was also told a patient advocate would contact me. It has been three weeks and I still have not received a call. I have received only several emails saying she would contact me, but it still has not happened. At Boston IVF, I absolutely felt like just a number, and after everything I experienced, I do not believe they care about their patients. After a year of treatment and spending thousands of dollars, you would think I would receive some form of apology for their negligence, or at least the follow-up call promised by the patient advocate. Instead, I was only told how much more money I owed them.
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Anne Musasizi
2년 전
2025.01.25
Can I leave half a star because they certainly don't deserve any. I have called every single day trying to reach medical records and sent faxes. No response. I have no idea whether my faxes were received or my records are on the way. I am frustrated because I have an upcoming deadline and sent the paperwork at the beginning of the month. I mean...wow, this is just atrocious. My new doctor told me it would be a struggle to get records from these people, but I did not think it would be this bad. Zero stars.
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Aisha Cardona
2년 전
2025.01.22
I had a very pleasant visit. Dr. Dawkins made me feel comfortable. She answered all my questions and addressed my concerns.
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Ashley Dodge
2년 전
2025.02.05
Our initial virtual visit was wonderful! The NP was thorough and knowledgeable. We ended the call feeling confident, knowing exactly what to do next and that they genuinely wanted to help us. We are glad to have them on our side!
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Katie Lungmus
2년 전
2025.02.17
I had a terrible experience with Boston IVF in 2022. I felt like a number. I saw the doctor once and never again. After flying from Washington to Boston specifically for an appointment, I missed the window to begin monitoring because someone in billing failed to process a payment I had made on time. I eventually had an IUI, but no one ever called to ask about the outcome or whether I had a baby. Honestly, it was unbelievable.
I am leaving this review now because I am trying a new clinic, but there seems to be no way to obtain medical records from Boston IVF. There is an unmonitored medical-records phone line and a circular process for reaching anyone. I requested records a month ago, my doctor requested them again, and we call daily, yet I cannot even confirm that they received the authorization I sent 5 weeks ago. It is truly unbelievable. I asked whether there was an intermediate step before filing a formal complaint, after staff repeatedly redirected me to the unmonitored records line, and was essentially told there was not.
I would welcome follow-up, but I also want others to know that if you think you may need your records, print them while you are still a patient and take them with you. Being treated like a number rather than a person does not stop after you leave their care. They apparently invest little in the records department, or in anything that does not make them much money, such as IUI.
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margaret nelson
2년 전
2025.02.20
Overall, the experience was good, but the service did not address the root cause of some infertility issues. I am grateful to the nurse with the arm tattoo. During treatment, she told me to manage my stress because it was clear that I was very stressed, which can easily affect fertility. That was very important to me. I immediately stopped stressing about the outcome and learned a few weeks later that I was pregnant. It seems obvious, but I am not sure why this was not discussed from the beginning, especially when fertility problems are unexplained.
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Olesya Gritsenko
1년 전
2025.06.27
Dr. Sandy Li did not show up for our appointment and gave no notice. When the front desk contacted the doctor, they confirmed that they had simply forgotten the appointment. We waited three months for this visit, and their attitude was incredibly rude and unprofessional. Interestingly, their financial team continues to contact us about insurance. Boston IVF cares only about money, not patients who are dealing with such a sensitive issue.
2025.06.12
I have been with Boston IVF for several years under Dr. Thornton's care. She seemed fine at first, although I never cared for her administrative staff. Over time, we began experiencing many communication problems. They either failed to give us relevant information or entered incorrect instructions in our care plan.
The situation became serious when we received countless incorrect notifications within one week and ultimately learned that we had not been given essential information required for fertility treatment. This could delay our care by several months or longer.
I am not saying I would not recommend Boston IVF, but I would never recommend Dr. Thornton, even to my worst enemy.
2025.06.05
After nearly three unsatisfactory years with Boston IVF, we switched to CCRM, and the difference was night and day.
The doctors at CCRM made us feel that they genuinely cared about our outcome, while at Boston IVF we felt like just a number. The only time I met a Boston IVF doctor in person was during one egg retrieval, across 5 cycles in total. At CCRM, we could meet with our doctor and address concerns from the start. At Boston IVF, we were unsure whether they could find an effective treatment plan, as we retrieved fewer eggs each time. At CCRM, our first attempt produced 3 times as many eggs.
CCRM's financial coordinator helped us understand our insurance limitations and, unlike Boston IVF, worked with us to keep costs manageable. Boston IVF told us, “Your only option is to pay more than $16,000.” Although both practices were in network with our insurer, we paid less than $5,000 at CCRM. Boston IVF's financial coordinator always made us feel as if we were bothering her or had done something wrong. CCRM's financial coordinator was a pleasure to work with.
At Boston IVF, the only way to contact anyone was to call, leave a message, and hope for a return call. It was infuriating. At CCRM, you can send a message through the app and consistently receive a reply within 24-48 hours.
During one Boston IVF cycle, they did not prescribe the correct quantity, so we had to pay out of pocket midway through the cycle because we could not obtain a second prior authorization in time for the additional medication. At CCRM, we had more than enough medication.
Again and again, we realized that Boston IVF had been the worst choice for us. We now regret not switching sooner because we are older and our options are very limited.
I hope our experience was unusual, but from our perspective, Boston IVF operates like a money-making factory.
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Grace Michel
1년 전
2025.07.23
I have nothing good to say about BIVF. They mishandled the medications and insurance authorization. Their mistakes have already delayed my attempts to conceive by two months, and worse, I cannot reach my care team at all. I am just a number—and an annoying one. Stay away!
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Kirsten Meid
1년 전
2025.08.07
After two miscarriages, we consulted Boston IVF. Their clinical team was excellent, quickly completed a comprehensive assessment, and created a care plan including PGT-M embryo testing. With their help, we had two successful transfers, and our family is now complete.
2025.08.05
Everyone was kind, understanding, and considerate. At the first consultation, they explained everything clearly and answered every question. I am very grateful to the team that worked with me.
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Alissa Bonitz
1년 전
2025.08.22
I am posting for a friend who does not want to share her fertility journey publicly.\n\nShe tried several times to schedule an initial consultation before reaching an extremely cold receptionist. Newly exploring her options, she wanted to know whether pregnancy was still possible. The receptionist, not a clinician familiar with her health, first said she was too old to freeze eggs because she had just turned 41 and the cutoff was 40. A cutoff may be understandable, but this was inappropriate when she wanted to discuss all options with a professional. The receptionist then pressed for her partner’s information, although she wanted an assessment of her own fertility and he did not need to be involved. She then asked whether my friend planned to use donor sperm. My friend repeatedly said she did not know, but the receptionist insisted she had to register a partner. It is outrageous that she could not schedule without choosing a donor or registered partner. My friend was crying as the questioning continued, so she hung up. Such conduct is absurd in an emotionally difficult field. Call MGH instead; they are much kinder and more professional.
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Kryssie Gigante
1년 전
2025.08.16
Two IVF cycles. The one-star rating is not because I did not become pregnant. At 9 weeks, the fertility doctor said the fetus was slightly smaller than “normal,” in his opinion, and immediately recommended a D&C without progesterone treatment, telling me to return two days later. After chromosome testing, the nurse relayed these exact words: “The fetus was normal, a healthy baby boy!”
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Jessica De Oliveira
1년 전
2025.08.14
I cannot adequately describe my and my husband’s experience at Boston IVF. Infertility is frightening, uncertain, and isolating. From our first call, when we did not know what to ask or how to begin, through finally achieving pregnancy, a highly qualified medical team fully supported us. Every doctor was kind, understanding, and responsive to our individual needs. I never felt like a number or a revenue-generating appointment. Anyone facing infertility can choose Boston IVF with confidence.
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Jake Yarmus
1년 전
2025.09.02
Hello! I am leaving a one-star review because this team seems to respond to Google reviews faster than to actual patient requests. I will not name individuals because that would be unprofessional; I only need to describe the issue we encountered. Like many others, it was communication. We worked with them for some time, and everyone seemed kind, as I believe most are. Later, my wife's employer provided excellent insurance, which we used to freeze some embryos. Because we no longer lived in the Boston area, I needed to ship sperm there. We received detailed information about the freezing process and results, which was reassuring. We were not told there was excess sperm or that it would be frozen. The paperwork only stated that the sperm would be used and frozen until that deadline, nothing more. I then received a claim from a billing agency for $1700 in sperm ‘storage fees,’ with storage backdated for a year. I have since managed to have the sperm discarded, but no one can explain why it was frozen. We have received every explanation imaginable, from ‘there was a clerical error at the agency’ to ‘what else did you think would happen?’ Every time we call, we are told to email or call people who do not exist, with emails bouncing back, or no one returns our call. When we contact them again, they tell us there is no record of the prior contact. Meanwhile, I receive collection notices every week. I do not know why this is happening. I am usually optimistic, and my wife is a doctor who generally sees the best in things, but this has caused me great stress and honestly feels intentional, even though it seems they may simply have no resources or incentive to address this part of the organization. After reading other reviews, this appears to be a pattern, so I felt it was worth making our situation public. I must also say that being blamed by some staff made me feel taken advantage of. Using benefits to cover the expense may have made it look as though we were profiting, perhaps why they assumed we would not mind paying random bills, but even if we did object, their response was petty at best. I am glad so many people have had positive experiences. As a father, I know the miracles you create are wonderful, but we are all in a vulnerable position, so communication and, frankly, accountability should be better. I apologize for the length; I only hope this moves things forward. For anyone reading and considering where to go, if you choose this clinic, do not move too far away and get to know someone in the finance department so this is less likely to happen. I would not assume it was intentional, although it may feel that way now.
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Malcah Effron
11개월 전
2025.10.04
Despite my assigned doctor's promise to provide the most attentive care because I was caring for a hospitalized child with complex needs after discharge, the entire experience showed me that Boston IVF cares only about numbers, not people. They offered no secure way to share sensitive information, only ordinary email or an in-person visit. For my first egg retrieval, they said everything was extremely urgent, yet left me waiting in the reception area for an hour past the procedure time without explaining what was happening or that the procedure was not actually so urgent. When I called to arrange an urgent appointment, the scheduler was rude. The finance staff delayed submitting my prior authorization claim. Although I explicitly warned them that my insurer had identified an unresolved coverage issue, they did not address it in advance. When the request was denied for that reason, they said they had not noticed, even though I had clearly flagged it. I had to argue for them to file a provider appeal, which would take days, instead of making me file a less persuasive appeal myself that would take a month. I had to take additional medication to avoid losing the entire cycle because their administrators refused to pay attention, listen, or care.
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M Elizabeth
12개월 전
2025.09.23
Great experience! I highly recommend Boston IVF because we had such a positive experience. The staff were friendly and helpful. They explained every step of the process in detail and what to expect over the following weeks. The process is stressful, so having so many people guide us throughout was wonderful. Thank you!
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Ashla Mckenna
11개월 전
2025.10.29
I had one appointment with them, and it was enough to realize that all they didn’t care about my needs or my concerns.
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Nef Blakely
11개월 전
2025.10.29
The Dr was very professional but not helpful and her nurse was unhelpful and rude. I was devastated.
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Michelle Black
11개월 전
2025.10.25
Writing this review is very important to me. This journey has been difficult for my husband and me. We began fertility treatment elsewhere but ultimately changed clinics for unfortunate reasons. I do not want to spread negativity about another practice—no system is perfect, and something as heartbreaking as infertility can make you want to blame people for things entirely outside their control.
Nevertheless, we made the change, and the entire Boston IVF process was smooth, supportive, encouraging, and, most importantly, pragmatic. A friend recommended Boston IVF, particularly Dr. Alper, and I am deeply grateful. The nurses have always been professional, knowledgeable, and compassionate. Every question was answered patiently and thoroughly.
Dr. Alper has a remarkable way of breaking down data and probabilities. His calm, practical approach makes a complex, emotional process manageable. I completely trust his judgment and confidently follow his guidance.
Without the right care, infertility can easily become a painful experience. At Boston IVF, I felt genuinely cared for. Tomorrow I will have a pregnancy test. Whatever the result, I feel at peace knowing we received the best care and that our team will start again with us, determined to find the right path forward. I will always be grateful to Dr. Alper and his Boston IVF team.
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Jenn Moran
11개월 전
2025.10.23
Although this company is competent procedurally, its communication and callback service are terrible. For three weeks I have tried to transfer my frozen eggs to a clinic less than an hour away, but no one has returned my calls. My receiving clinic, CCRM, responded within an hour. I left dozens of voicemails and emails for Boston IVF with no response. I am now begging them to reply. This is extremely frustrating, especially given the procedure costs, monthly storage fees, and emotional burden of IVF.
A
Amelia Tsau
11개월 전
2025.10.16
The nurses and staff here are kind and helpful. They are compassionate and highly professional. Having good people support you through this journey is wonderful and even essential.
A
Ashley Fullard
10개월 전
2025.11.17
Do not use their services under any circumstances. These people define incompetence. Whether it is administrative staff failing to follow up, clinical staff not following proper imaging procedures, or billing repeatedly pursuing money you do not owe, you will face constant problems. Do not hesitate—stay far away from this practice!
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Donna Storella
10개월 전
2025.11.19
Boston IVF disappointed me, as did Dr. Alan Penzias. A cruel nurse would not explain why I was left freezing for three hours and mocked me when I asked. Dr. Penzias was neither kind nor understanding and would not listen to me. There are many excellent doctors elsewhere; do not choose this practice.
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Jessa Leite
9개월 전
2025.12.20
The center is well designed and spacious. The staff and nurses are friendly and professional. The layout is easy to navigate, and there is ample parking.
2026.01.18
Boston IVF has helped me welcome two beautiful healthy girls and I couldn't be prouder to finally be called "mom". My first blessing was in January 2023 and my second blessing was in November 2024. Thank you to Dr. Pang, Boston IVF in Waltham and Quincy for all their help in making my dreams come true. For many years I dreamt and sometimes cried because I wasn't a mother while everyone around me was starting their family. I'm happy to share that my world is now complete with my two daughters and I couldn't be happier. I recommend Boston IVF to anyone looking to start a family with assistance of great doctors, nurses, and colleagues.
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Kara Kuncik
8개월 전
2026.01.13
I would choose Boston IVF again without hesitation. Thanks to Boston IVF and its outstanding doctors, nurses, and staff, I have two healthy, happy babies. Throughout our fertility journey, everyone was knowledgeable, efficient, dedicated, dependable, candid, honest, and transparent.
When you feel hopeless, they show you a way forward; when you feel time is running out, they remind you that there is still time. They gave us not only exceptional medical care but also hope, compassion, and unwavering support during one of the most difficult periods of our lives. We will always be grateful for Boston IVF’s role in helping us build our family.
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Brian Burke
8개월 전
2026.01.03
Do not choose this company!!
My experience with Boston IVF was a nightmare, mainly because of their unethical and aggressive billing department. After treatment ended, I began receiving bills that made no sense, including storage fees for embryos I had been told would be destroyed and amounts that did not correspond to any services I authorized or received. When I questioned the charges and requested an itemized explanation, their communication was consistently evasive, delayed, or nonexistent.
Although I made partial payments, I later found that some were not properly credited to my account, causing the balance to keep increasing. Then came the threats: repeated calls and letters demanding payment of the “debt,” even though I was still disputing it and many charges appeared incorrect or unauthorized. This was outright bullying. How many times do I have to call to cancel services, and how many letters and emails must I send to escape this situation?
IVF is already stressful enough without a clinic adding financial harassment. Boston IVF's billing practices seem designed to overcharge and intimidate patients into paying disputed amounts quickly. I strongly advise anyone considering this clinic to look elsewhere as there are better options that treat patients with respect and transparency. Save yourself the headache and potential credit damage
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Brianna Pessolano
7개월 전
2026.02.03
Your first treatment may go well, but afterward your treatment schedule may be mishandled, delaying diagnosis, and you may be unable to reach scheduling, billing, your doctor, or a nurse.
They do not explain your cycle in advance, and every cycle is different. You may need a month of preparation or may start injections immediately. You will not know until the day treatment starts, so everything is uncertain.
They take on too many patients to care properly for any of them.
You are just a number. The more treatment cycles you undergo, the more money they make from you. Their goal is not to help you become pregnant but to drain your finances. Go to Brigham and Women's Hospital instead. Their outcomes are better, and the entire team is more dedicated.
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Amanda Kilburn
7개월 전
2026.01.27
I cannot recommend Boston IVF enough. The doctors, nurses, technicians, surgeons, front desk, financial team, wellness team, etc. Literally everyone has been so supportive, knowledgable, and efficient. They are an amazingly well-oiled machine, and I'm grateful for being able to work with such a compassionate and professional organization.
Update: we welcomed our son in December! This could not have been possible without the teamwork of our doctor, Dr. Resetkova, the nurses and other amazing staff. We are incredibly grateful!
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David Pudlo
7개월 전
2026.01.27
I regret receiving services at Boston IVF. I went there to accompany my partner for possible fertility preservation treatment before chemotherapy and to have a semen analysis to see whether I could participate if we decided to freeze embryos.
My partner was told the cost of her treatment in advance, which would be covered by insurance, and she explicitly agreed to and paid those costs beforehand. After my insurance policy was provided and reviewed several times, they also repeatedly assured me that my services would be covered by my insurance.
Then the bill arrived—what a surprise! The lesson is not to take Boston IVF at its word; always confirm with your insurance company. Boston IVF staff seem focused on making you comfortable so they can see as many patients as possible and maximize profits. Different patients also receive inconsistent cost information.
That said, some staff members were kind and helpful and did their best to assist those of us needing oncofertility care. An employee named Heidi did everything she could to reduce our medication costs. She was an angel and truly did an outstanding job. I am giving two stars instead of one entirely because of her excellent work.
2026.01.22
Most of my appointments were at the South Portland, Maine office. It is a small, beautiful clinic with wonderful staff. I visited the Waltham, Massachusetts office once, and my husband went twice; our experience there was equally positive. It is much larger, but the staff are also excellent. Special thanks to Christian, who guided me through every step by email and patiently answered all my unusual and endless questions! IVF options are limited in southern Maine, especially donor egg IVF, but there is no need to look further—Boston IVF can help. I could not believe how quickly everything moved. We started paperwork in October, paid in January, and the transfer was on March 1! (Then I had the baby in November!) *Note: We were fortunate that it worked on the first attempt.
2026.02.24
The staff were rude, the process was opaque, appointments were difficult to schedule, and I was ultimately charged for an appointment I did not attend. They now refuse to delete my personal information even when asked. It is unbelievable that a clinic providing such sensitive services could be this poor. Stay away! I wish I had read the Reddit reviews first—many people report the same experience.
2026.03.16
My partner and I scheduled consultations and diagnostic tests because we are planning for the future. The clinical team was excellent—the doctors and nurses were wonderful—but the administrative staff were terrible. The “authorization” specialist incorrectly estimated the patient’s out-of-pocket cost and stubbornly insisted the patient had to pay 100%, even with health insurance. A reminder: contracted providers cannot balance bill patients. Do not let a medical office dismiss your concerns. Research your coverage carefully because insurance benefits can be complex.
I have worked in health insurance, and I find it extremely irresponsible to provide incorrect information in such a stressful and time-sensitive situation. The scheduling staff were also unresponsive, and communicating with the clinic was a nightmare.
They even billed my insurance for four appointments I had canceled! I will not return and will seek another provider in the Boston area.
2026.04.07
Today was my first procedure, performed by Grace. She was wonderful and very kind. She made the entire process comfortable, eased my nerves, and explained everything clearly. Thank you so much, Grace.
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Khari Bigord
4개월 전
2026.04.28
I do not know where to begin because I do not know how to keep this brief.
It is now April 2026. My insurer had provided prior authorization as of April 4. I called the insurer because one of my billing codes was denied, then called the clinic. They transferred me to the finance department, where I left a message. Finance returned my call on April 8, said she had received my message, and asked how she could help. I explained that my procedure had prior authorization but I had not heard back, and that some charges had been denied based on the clinical information submitted by the doctor. What should happen next? She asked where I could see the prior authorization and how I knew it had been approved. They treat patients as though we are stupid.
I explained that I had been monitoring the matter so I could prepare and would not have to handle everything at the last minute. She said she would email me to register for the patient portal and that I would receive all the information there. A week passed with no email. I left two more messages that same week, and no one contacted me. They did not reach out until April 24, two weeks later.
I later learned she was out of the office and someone else was covering. The substitute repeated the same promise to email me to set up an account, but nothing happened. Two days later I called and left another message. She finally returned my call and said I had to prepay more than $2,000 before they would contact me to schedule an appointment. Apparently, this was the charge for the code my insurer denied. I was furious that no one had contacted me. Now I must rush to pay because my prior authorization expires June 30 and my insurance renews July 1. If everything is not completed before July 1, my out-of-pocket cost will be very high because my deductible exceeds $1,000. The entire situation is emotionally exhausting.
So this is no longer about points; it is about money. I do not think they care how painful this process is for some of us. It is especially disheartening because everyone from the representatives to the finance staff is a woman; you would think they would care. It is shameful.
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Caleigh Bertolaccini
3개월 전
2026.06.10
I had a telehealth consultation with Dr. Pauli via Zoom yesterday, and everything went smoothly. He was professional, kind, and knowledgeable and answered all my questions about egg freezing. I look forward to continuing treatment with him.
2026.06.26
It is nearly impossible to get anyone here to call you back—whether to schedule an appointment or receive an update. It is astonishing that they are still in business with such poor customer service. My doctor was wonderful, but I could never reach her or her team to schedule an appointment, and most of my friends had the same experience. Hard pass.
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Lori Woskie
2년 전
2024.08.22
Miguelina, the phlebotomist, was so sweet and quick! She made the visit much easier!
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Kyna Gilmore
2년 전
2024.07.30
I tried calling and leaving messages many times but received almost no response. Saying I am frustrated is an understatement. I am trying to remain patient, but it is very difficult.
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Kerry DeVito
2년 전
2024.06.29
I have had only pleasant experiences with the Worcester office staff. The nurses, technicians, and phlebotomists were all kind and helpful.
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Joanie Proctor
2년 전
2024.09.10
My husband and I tried for baby number 4 for more than 6 years. Learning that my fallopian tubes needed removal and that we needed IVF was heartbreaking. Dr. Thorton and her team helped us successfully conceive our precious baby boy using only 2 embryos. I just delivered him by cesarean section, and he is perfect. My family is complete, and I could not have done it without Boston IVF.
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Kerry Ann Harwood
2년 전
2025.02.04
Friendly, attentive staff who listen and offer solutions with kindness and understanding.
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