Please read this if you are considering going here. If I could give them zero stars, I would. From the beginning this company has been unprofessional, uninvested, and provided me with the worst experience for a doctors office I’ve ever had. I started going here for infertility in 2021. My initial HSG test was done by a intern doctor I never met at a satellite hospital, that should have been my first red flag. For the time sensitive bloodwork needed also for my initial testing I couldn’t even get anyone to answer the phone to schedule me because they were “switching systems”, which caused me to be delayed a month until my next cycle. To them it doesn’t matter, to us it’s a whole month of our life due to not caring about their patients. When I finally got a consult with my doctor she basically told me anything but IVF is a waste of time and didn’t care to explore any options with me because they probably weren’t expensive enough for her. After that I didn’t even hear from my “doctor” for six months. All my appointments were just different nurses barely skimming over my chart and making me repeat my story every time I went in for an ultrasound. My doctor was never invested in if I got pregnant or not that cycle and I was constantly told that if I wanted to hear her opinion to pay more money and then she was only available by video chat. Typing this all out really solidifies how ridiculous this place is. I wasted a year of ttc and thousands of dollars here that I can never get back. The ONLY thing I can say the did right was I had a nurse assigned to me that I could text with questions, and she was pretty responsive. Don’t waste your time with a business that values money and their agenda over your fertility and values.

I love Dr. Maseelall and her nurses, she is so kind and empathetic which is much needed during fertility struggles. However, the billing department is HORRENDOUS. I have been billed incorrectly so many times that I have to go line by line on every bill I receive. I have been in HR - Employee Benefits for almost 10 years so I know how insurance works better than most people. If someone who didn’t have this background had a similar experience, they may not know what to look for and be paying bills they don’t owe (that their insurance covers). I’m torn about whether I want to return to RGI due to this, it’s very stressful. The front desk also lost a document I filled out with all of my insurance info, DOB, and SSN and didn’t seem concerned.

Let’s start with Billing. Make sure you review your insurance before you do anything here. They told me my insurance wouldn’t cover something. When I pressed and said it did, I was told they wouldn’t bill my insurance because of auditing. I pretty much have to beg to get the information I need to turn into my insurance independently. The billing department is also awful at returning calls and emails. It was so much added stress to deal with them. The next issue is patient education and communication. When we started our journey last year, I wanted to do the 100% IVF Success program. At the time their website said to call for more information so that’s what I did. I was told you needed to be 37 and older with known issues. I was like, oh that’s not me since I am 34 and no issues. They now spell out their program qualifications on their website. After reviewing them I would have qualified. Either I was lied to or misinformed, but it is really upsetting. There is little to no communication from doctors to patients. When you go in for an appointment you see whomever. It’s a pop in and pop out, so good luck asking questions. It is so rushed. On top of that, patient education is awful. I didn’t get post-op embryo transfer education till my third one. I have more instances, but I am not going to share my medical history on google. I told my doctor back in January/February that I was uncomfortable being a patient there. I feel like I am treated like a number. We chatted and that was it. Nothing changed. After our last unsuccessful transfer this July, I had a another conversation with my doctor. I expressed to them I feel like I am nothing but a paycheck. There is no communication and if I want to talk to someone or get a better understanding of test results and what's going on, I have to pay even more money. I want to add that texting a coordinator is not communication in my book. It's fine for making appointments but when you have legitimate concerns or questions, they should be addressed in person or the phone. We have one more embryo we can use, and we are seriously considering destroying it because we have no confidence in this practice. I am about ready to give up because what we are doing isn’t working and I have no answers. Are there even answers to give me? Is there something else we can do? I don’t know, I tried to talk to be doctor before this last transfer, but it would have cost me $200.00 just to ask those questions. It’s disgusting feeling like I can only get an answer about my treatment if I pay them even more money.

Had I known how difficult they are to work with I’d have gone elsewhere. Dr Maseelall is very kind and knows her stuff, but every other individual I’ve come into contact with is less than easy to work with. The road if infertility isn’t an easy thing to walk through and the lack of compassion and understanding is very difficult to get past. Not to mention the horrific billing department that I have to call several times a month to correct errors they make. I have to go through statements with a fine tooth comb (statements that I have to ask for because the portal doesn’t break things down and once you pay there is no evidence in the portal - so when they lose a payment or apply it incorrectly, you’re screwed). And they’re never nice about it or apologetic. I’ve worked in billing - if we made a mistake we ate the amount because it was the right thing to do - especially if it was our fault. Their last mistake cost me almost $300 and that was after they lost a $400 payment I made and then tried to tell me I didn’t pay it (I had proof of payment). Absolute nightmare. I would unfortunately advise anybody to go elsewhere.

I was a patient here for about a year and a half. Like others, I felt like just a number. If you didn't ask questions you were charged for things that you shouldn't have been charged for. There were multiple times I had credits on my account yet I was never notified of what they were. I do not think all of the initial testing was done right because after 2 failed transfers and a miscarriage, I'm seeing a new office to find out I have multiple autoimmune diseases as well as multiple gene mutations that will require some sort of intervention on the FIRST appointment this lab work was done and this would have never have been found had I kept going to RGI. I was never explained anything thoroughly but they were quick to make the follow up appointments as if I had to make them all to be told I don't know so they can collect the $250 for the office visit to check their box. All of the encounters that I had with my physician were pleasant, she was very kind. I feel like this is just how this office operates and it's sad. This is a very hard situation to go through and to fill like you're just a money pit is even worse. I was told I had to pay up front for services that my insurance covered but it was the beginning of the year and "too busy" of a time to call the insurance to verify benefits so they wanted me to pay now and then reimburse me. All in all just a terrible experience. Would not recommend.

Update 10/11/22: I called in again this morning and was connected to someone (either named Terri or Sherri, I can’t quite recall) who was very kind and helpful, and escalated the situation up the chain of command. She looked further into the notes on my account and discovered that whomever I spoke with back around Labor Day had not only provided wrong information about the refund processing time, but had never even processed the refund to begin with. She did said they are processing the refund now, and it should return to my account within 2 days. Hopefully this headache is now over. Original: Unfortunately there is no option to give zero stars. I have been given the run around by the billing department for the past month and a half trying to get a simple debit card refund processed. My doctor referred me to this office, and I was schedule to have an initial telehealth call during the week of Labor Day. They asked for an up front deposit of $150 before ever even receiving a service from them. I thought it was odd, but obliged, and paid this on September 1st. That should have been my first hunch that I should run, and not walk from this place, but I didn’t, and here we are. After discovering that this office was out of my network, I called to cancel my appointment on September 6th or 7th, and was assured I would be refunded my deposit within 5 business days. Okay, great, no worries. So, about 3 weeks goes by with no refund in sight. I called again on September 28th, and am then informed that the first person either lied to me, or just gave outright wrong information. The refund actually takes 30, yes 30, days to process. Very bizarre, not to mention frustrating, but okay. We’re almost 30 days in, so I’m sure it’s almost processed. Wrong. It is now October 10th, and I still have not received my money. We are well past the 30 day window. So I called. Again. Spoke to someone who was somewhat apologetic, and told me I would be transferred to the “head of billing” who could help me. No answer, so I left a message around 1:05pm on October 10th, and am still waiting for a call back. I have no idea what sort of decades-old technology they use if it truly takes 30 days to process a refund paid by DEBIT CARD (if the 30 days window is even correct, who even knows at this point), but this is beyond ridiculous, and as I’m sure you can imagine, I am done being patient with these people. I can’t even imagine how established patients are treated at this practice if the billing department is ran with this level of incompetency. I guess if there’s a silver lining, it’s that this place ended up being out of network and I never became a patient here. And, don’t you think it’s stressful and frustrating enough to be in a situation of infertility/reproductive issues without adding this disaster on top of it all? Like I should have done before, RUN from this place, do not let your doctor refer you here!

I’ve waited to post this for well over a year, but it needs to be said. I had to see a specialist at this office for reason I won’t disclose. After multiple visits and given little information about what’s happening in your body you start to get frustrated. After every visit my prescription at the pharmacy was always wrong, 100% of the time. I had to call every year to make them fix it after my yearly exam. Once they found out I was getting married they voluntarily scheduled a consult appointment about getting pregnant. I didn’t even ask for it or bring up wanting kids. I cancelled that, I’m not paying $ to come in and talk about getting pregnant for no reason. After this I tried calling to schedule my yearly because I need my medication refill and a “check up” that I get no information from. Not only did I call every single day with no call back, but it went on for three weeks until I contacted a family member who worked in a different office to find out what the heck was happening. When they called me back they said “our phones weren’t working” !? I guess for three weeks of business they didn’t have a single call? Interesting. I was never informed of the long term affects of a medication I was put on by my doctor for years, when this SHOULD NOT be happening. I didn’t know and never was explained the risks. Never choose a doctor who comes in and leaves, with absolutely no communication. No wonder I had such bad anxiety every time I went in there,

Frustrated right now because this was the only clinic that my insurance was supposed to cover. The mandatory basic bloodwork (not including genetic testing) is now costing me over $700 because Labcorp is out of network for my insurance. I was told by the clinic that my insurance would give me roughly $10k to allocate how I wished towards testing and treatment. Sadly, that was not the case. Please, please, PLEASE call your insurance FIRST and speak with them! I'm a Summa employee and did not realize that this clinic isn't a part of Summa, they just rent space there.

Currently 18 weeks pregnant with my RGI baby💜 Dr. Maseelall, ALL of the nurses, and Jacquelyn especially were all my lifelines throughout what was such an overwhelming time. I could not have gone through this without their support and expertise. I recommend them to everyone, and will go back if we decide to have #2!

I’m not one to usually leave reviews but this one is necessary. I cannot say enough great things about RGI, specifically Dr. Maseelall. It was not always fun and easy but one thing for sure is Dr. Maseelall and the whole staff was always kind and supportive. They were right there with us throughout our journey from the consultation to our graduation day and we could not be more grateful. We just welcomed our healthy baby boy into this world and we will be forever grateful for Dr. Maseelall and RGI.

We couldn’t love Dr. Maseelall more and are so grateful to RGI. Everyone at the office is professional, compassionate, kind, and knowledgeable. After struggling to conceive and then going through pregnancy losses we now have our baby girl and owe it all to Dr. Maseelall.

Dr. Maseelall Is an absolute earth angel. She was always willing to answer questions and is open to treatment options. The only issue I had was billing is a pain and they’re very hard to get ahold of. But as far as doctors go, she is the best!

We're so thankful to all the doctors and staff at RGI! Dr. Maseelall is amazing and caring and we always felt heard. She remembered us from a consultation 7 years prior to starting treatments. At RGI, I never felt like a number and always safe in their care. Infertility can be a dark journey and they always brought hope and reassurance. Thanks again RGI!!

We are SO grateful to Dr. Maseelall and RGI. After two years of infertility, we were finally able to get pregnant with our first embryo transfer. Dr. Maseelall is very kind and patient. She truly does care. We also saw Dr. Bhatt at the Cleveland office and she was also so sweet and amazing. RGI does have a lot of patients and sometimes it can feel like you are just another patient but they try their absolute best and do care. The nurses and doctors are truly wonderful. I loved being able to text my navigator, Melissa for any questions- she was SO helpful. RGI is a great clinic and we will forever be grateful to them for helping us start our family !

I have had the absolute best experience with Dr. Maseelall and RGI. If you are looking for a great place to transfer donated embryos look no further! The only reason I ended up at RGI was because they were one of the only clinics near me that would accept and transfer outside donor embryos. I had gone to three other clinics that were slightly closer to me, none of which would accept the donor embryos we had and wanted/needed to use. I count it as the biggest blessing that no others would work with us. From the beginning Dr. Maseelall was open and honest making us feel comfortable about using donor embryos. They had us complete legal paperwork and counseling before we could begin the process of getting the embryos transported to the clinic. Though this was an extra expense that may not be required at other facilities, it ended up being incredibly helpful for us and the donor family, helping build a stronger bond around what we agreed on. At our first transfer I remember Dr. Maseelall asking if I felt positive it was going to work because that makes a big difference. We walked out to people telling us congratulations treating it exactly like we were pregnant. It was a great way to leave on a positive note. Our first transfer worked and we welcomed a beautiful baby boy in 2022. Our second transfer just completed this past summer also worked! We are currently expecting our next little one in 2024. From the first to the second transfer they have done nothing but try to make the process better and more streamlined. The nurse navigator texts right to your phone. In fact I was in Greece when I started my birth control for the second transfer and was able to text Courtney my questions and communicate very easily. I also noticed a change in the medication protocol from first to second and asked about it. They easily explained the new research showed the dose I was on for the first one isn’t necessary. So they are constantly following new guidelines and the most current research to better the results for their patients. I’ve never had a problem with billing but we haven’t done anything through insurance because it wasn’t covered for me. Not sure if that makes a difference because it’s more straight forward for us? Either way any time I have had to talk to anyone from billing through to nursing staff, it’s never been a problem. I can’t say enough positive about my experience here. We just left the first RGI Reunion and it was so sweet! Good food and the ability to visit and take some pictures with Dr. Maseelall. It certainly feels like a caring family and was great to see so many little miracles.

Still a patient here, but I just have to shout out the finance and patient care teams, particularly Camille and Dekota. They helped my husband and me with some complicated insurance issues which resulted in IVF costing much, MUCH less than we initially anticipated. They truly went above and beyond, and we now have much greater peace of mind about what is often a stressful process. Their care has done a lot toward freeing our energy up for what really matters - starting our family.