New Direction Fertility Centers - Gilbert

At this point, I feel I have no choice but to leave a review because it seems to be the only way to get attention to this issue. First, I want to be clear that this review is **not** about Dr. Johnson. He has been wonderful throughout this process, and I have no complaints about the care he has provided. My issue is entirely with the clinic's billing and communication. When I became a patient in May 2025, I was told that everything leading up to IVF, including IUI, was covered 100% by my insurance. IVF was the only treatment I was told would not be covered. Based on that information, we decided to pursue IUI. After testing, I completed my first IUI in November 2025. It was unsuccessful, but it helped identify that my husband needed medication before we tried again. In March 2026, after my husband had been on medication long enough, we completed a second IUI cycle. **Two days after the entire treatment was finished,** I received a call saying that IUI was actually not covered by my insurance. After finally reaching the billing department—which is extremely difficult to get in touch with—I was told my first claim had been denied and was being appealed because they believed insurance had incorrectly denied it. However, I was also told that no future IUIs would be covered. My question is simple: if my first claim had already been denied, why was I never informed before starting and completing a second IUI cycle? Instead, I was notified only after treatment was over. I was assured they would handle everything and that I didn't need to worry. Today, I went in to begin my third cycle and was told at check-in that I owed over $800 and would owe another $1,000 at my next ultrasound. The front desk staff couldn't answer any questions and simply referred me back to billing. To make matters even more confusing, if my balance from the first two IUIs is roughly $400 each, why am I now being charged the full $1,000 upfront for another IUI? Fertility treatment is stressful enough without being told one thing for nearly a year, completing treatments based on that information, and then being presented with unexpected bills after the fact. At this point, I feel completely taken advantage of. I made treatment decisions based on the information your office provided, only to be told after the fact that I owed thousands of dollars. Unfortunately, this entire experience has left me feeling like collecting payment has become more important than taking care of patients. Rather than acknowledging the clinic's role in the misinformation or trying to make things right, I have been left to deal with the financial consequences of mistakes that were not mine. There are so many other clinics out there, being financially taken advantage of by this one isn’t worth it.

I am so thankful for Dr. Derman, NP Michelle, phlebotomist, front desk team, coordinators, and everyone else involved in our IVF journey. We have been blessed with a healthy pregnancy and without them our dreams to be parents wouldn’t exist. Thank you for providing us this opportunity and being supportive along the way. I can’t recommend this clinic enough - even though it’s almost an hour away from us I wouldn’t change locations/teams! Wishing everyone all the special baby dust!

We love NDFC! We have been with them sense 2015 & have 5 beautiful children because of their kind care! Best Dr & office ever. <3

Doctor Arnold el Mejor de todos Dios lo bendiga

After a challenging journey I was given a referral to New direction am out of state patient after 2 failed transfer I was broken the whole team who came across my message they gave me response Dr Derman gave me hope,I could text Dr AMolos…...

I can’t say enough great things about this fertility clinic and the entire staff that works here! From their receptionists to phlebotomists, ultrasounds techs, doctors, and everyone in between, trusting the people here at New Direction was…...

While everyone’s situation is uniquely their own, I know now, after experiencing a different provider, that my time here resulted in a major deficit of communication (and support) — a critically important facet of this entire process. Additionally, it is equally important that there is a care team that is there to answer questions by *phone* (in addition to the existing patient portal) and in a compassionate manner. Not only is the medication process extremely disorganized (at one point, resulting in me paying hundreds of dollars out of pocket in unneeded meds), but due to communication issues, my treatment plan was also disrupted. The notable positive I had was one team member who truly seemed like they were invested in our journey. This person exuded compassion … but fertility treatment is a highly integrated, collaborative and inter-professionally driven process, and unfortunately my experience at ND did not encompass this. I have no doubt that the team cares about their patients, but the communication process is extremely flawed, and when you’re dealing with such a significant issue as communication in this environment, it unfortunately affects many aspects related to the patient’s experience and treatment … and in this case, unnecessary mistakes. Overall, I would not recommend this center — especially knowing there are other quality providers equipped with the right communication acumen to handle the intricate, sensitive, and timely needs that patients undergoing fertility treatments require. (The fact that the owner of this clinic is replying to some these reviews, expanding upon a patient’s personal medical / treatment journey — based on their records — is an egregious violation of PHI furthering showing the lack of professionalism and humility needed in this sensitive environment.)

I have loved my time with New Direction Fertility under the care of Dr. Johnson! So much that it was incredibly bittersweet graduating from their clinic upon them helping us with achieving pregnancy! I have done an IVF, two frozen embryo…...

Thank you to New Direction & Dr. Johnson for our perfect son. I will be forever grateful ♥️

I am speaking with Susan. I updated my survey because of contact issues. But I have spoken to Susan and she reassured me of prices and procedures. I’m waiting to see if my insurance covers anything.