Our doctor and the nurses were great. The nurses were especially attentive and caring but as soon as you have to talk to billing, the facade of a caring and reputable clinic quickly crumbles. Even though they sit down with you and go over the costs in the beginning, we were still hit with surprise bills from 3rd party companies they work with without them ever mentioning it up front and without giving us the choice to work with them. Getting in touch with billing or anyone who could answer our questions about the surprise bills or our treatment plan was hopeless after the initial call where they collect your money. I was called repeatedly by billing in order to collect money for elective testing, and finally answered one night at 7pm. When I had questions though, they were unavailable. Finally, after weeks and weeks of calling and emailing and showing up to the clinic, we were able to get some answers from one of the nurses. We had already decided to leave at that point. They are understaffed (which my doctor did mention in passing once) but no one will provide any explanations or apologies, not even an acknowledgment which is very frustrating. And most of their billing department is remote so they never have to face you and can conveniently be unavailable for weeks. My advice if you do decide to go with New Hope is to go in already prepared with research and questions from your first visit. They will not offer any information unless you specifically ask for it even if it is helpful.

This review is based solely off of their scheduling procedures and how office personnel handled my incident. I booked an initial virtual consult online with Dr. Zeitoun. I picked a specific date and time that worked with my work schedule. I received a confirmation text two days prior with the time and date selected. After navigating their horrendous online patient forms request I completed them the day prior and received another text confirming my appointment. On the day of my appointment, about 4 hours prior I receive a call from the office to confirm my appointment for the following day. I said no my appointment is today not tomorrow, I specifically picked today because of work. That person then told me someone from scheduling would contact me prior to my 2pm appointment. That call never came so at about 1:30 I called to inquire what was going on and was put on hold for about 30 min before I finally hung up. At 3pm an hour after my scheduled time someone finally calls me and proceeds to tell me that my appointment was scheduled for the next day, I tell her I have 3 separated texts confirming that it was today and she says well there’s nothing we can really do about it now and would I like to reschedule? ABSOLUTELY NOT! Very unprofessional office, if the initial consultation was handled this way, I can’t even imagine what other appointments are like!

I had a very negative experience with New Hope. The nurse in charge of my wife's case was mistakenly delayed in informing their prescription department about needing a time sensitive medication. In order to fill the prescription on time, their prescription department knowingly sent the prescription to a commercial pharmacy which disqualified the medication from reimbursement. After 40+ phone calls, 20+ hours on the phone, and numerous emails over months with the insurance company etc. attempting to sort through the wreckage I ended up asking for a credit on my billing statement for their mistake - which they admitted to! - but ultimately told me they wouldn't own up to their error. Overall, while they have a good grasp of the medicine and the technology, they are horrendous at communication, operations, and patient satisfaction. One anecdote: I was brought in to do blood work at some point. The nurse who was taking my blood asked me if I had anything to eat or drink leading up to the blood work - I told her I had a cup of coffee. She was disappointed as apparently coffee has a dehydrating effect and can affect the blood results. The only thing I could think is: Then why do you serve coffee in your lobby? There's no signage! I received no prior communication as to any needed preparation! Why is the onus on me to divine what is needed to be done? Another: I was explicitly told by my insurance company that certain types of genetic testing were reimbursed by my insurance plan. Apparently this is unusual - New Hope told me that while their billing department handles all of the pre-authorization submissions etc. for all other charges, they refuse to even attempt to submit a genetic testing claim for reimbursement. After what I went through on the fertility medication I just dropped it and didn't bother asking for the documentation necessary to submit for a claim. Juice simply isn't worth the squeeze. I strongly recommend that you re-consider engaging with these people. They don't care about patient outcomes and only about their bottom line. They don't care about how much they inconvenience you, how little you understand you are getting billed for, whether or not you are getting the support you need to get reimbursed by insurance, nothing. Steer clear.

I am so grateful for Dr. Zhang , Dr. Liu , all of the doctors , nurses , sonographers , front desk and to the entire team in the Lab at New Hope for dedicating their careers and lives to helping me and woman like me to have a miracle baby . I have been coming here since December 2020 and every single appointment I leave with more hope . I am pregnant again from New Hope and I officially graduate from the clinic next week which is bitter sweet. They are Angels on earth and I am just so glad I choose this clinic. I can't wait to go back again in the future. My doctor was Dr. Liu whom was professional , great at communicating with me by phone / in person , so caring and understanding . Dr Zhang I was with for my first IVF baby and he listened to my concerns and communicated with me very well. Both doctors are experts in their field and I trusted them which led us to success . They are an incredible team. I recommended New Hope to all of my friends that suffered with infertility and secondary infertility which all of whom had a successful transfer, pregnancy and healthy baby thanks to them. If you are looking for a fertility clinic that is affordable , caring , flexible and successful ... choose New Hope !!

I see some negative reviews and honestly suprised. As a patient you need to learn about the process in advance. Don't expect that you will be fed from a spoon. No one will be holding your hand. Do your research, know how to do injections, and follow instructions. They make it very affordable already compared to other clinics. I am from TX and did my monitoring locally. I received updates from the nurses in a timely manner. They are very professional and know what they are doing. I had failed egg retrieval with another clinic 2 years ago because they did not do an US before egg retrieval. New Hope fertility knows better to do an US before egg retrieval. I was impressed with such thoroughness. Also...its not that painful. I did it without general anesthesia.

NHFC repeatedly ran my insurance incorrectly and then told me I didn’t have coverage. I paid out of pocket since the medication cycle had already been started. My insurance confirmed there was coverage and paid the bill. However, It took them two months to get in contact with NH and make that payment. It is now 5 months later and I just got the refund. After dozens of phone calls and emails and threatening legal action. The woman who finally called to let me know the refund would process was incredibly rude and seemed shocked that I was frustrated with the process. It was also very confusing dealing with appointments and hard to get anyone on the phone. I’m glad my baby is on her way but I DO NOT RECCOMEND.

Some of these reviews are quite the contrary when it comes to my own experience with them. I had come from two horrifying experiences with un-empathetic fertility doctors pumping me with so many medications, my body shut down completely. New Hope Fertility Center took the time to assess and get a baseline. Waiting for the medications to leave my body and starting me with low hormonal medications and heavily monitoring my levels. Eventually, they found the right balance and went with it, resulting in my biological son’s birth. I always refer my friends and women/couples to New Hope who are going through this tough journey because they didn’t turn me away due to my difficult case. During my experience, you can actually see them trying to decipher one’s medical case and sometimes even conferring with other doctors in the practice to brainstorm. Most fertility centers don’t like difficult cases because they only want high “baby-making” stats! New Hope gave me just that, a “new hope” in having my own biological child. My experience is not worthy of a mere “thank you” for making me a mom and my husband a dad. This is life-changing and priceless. I always pray for them with hopes they continue making dreams come true for others. My dream came true because of them and I will eternally be grateful to Dr John Zhang and his team for that. ❤️

I was double-billed $4250 for an egg retrieval procedure and have now called on the phone 8 times and spoken to people at the "billing" counter in person twice and have not been refunded. At one point I was told all I could get was a "credit" in return, despite the explicit admission that I should never have been billed in the first place. Three times I've been promised that someone would call me back that same day; I've never been called back. It's been a month. I am considering going to small claims court over this, or reporting this business to the BBB for fraud. I could write a book about the way I was treated medically, too - confused with other patients, asked to do weekly testing for 8 weeks straight because nobody reviewed my medications and noticed that the brand of birth control I was on causes elevated estrogen levels (something you'd think a gynecologist would know! And something I myself asked about on my first visit!), told I would get 14-16 eggs and then actually retrieving 3 (no explanation or apology there), told to wait in a room and then "forgotten about" for half an hour, waiting freezing and half-naked on the table for 50 minutes (yes, literally) for a sonogram, and mocked by the retrieval surgeon while strapped naked to the table. Oh, and given no guidance at all on how to do home injections, which is straight-up illegal and potentially deadly. Go anywhere else. They are shady AF. They will charge you for procedures you never had and make it impossible to get your money back. I gave them the benefit of the doubt for too long - now I think it's just a scam. I regret the time and money I wasted here.

Great service with friendly staff. Even if your hopes are let down by other clinics they will take their time to make your dreams come true at a fraction of the costs from other clinics. Highly recommend this clinic and wished I went to them before wasting 2 years at other clinics and wasted tens of thousands dollars. I got the furthest with NHFC and have all hopes up as they got me to an embryo stage. My case is complicated and they indeed give you new hope when everyone else is failing you. Still a patient but feel like I will be successful in the end.

Very personable, cared about my concerns and showed empathy for my situation. Helped address my issues and connected me with a live person. I could feel her smile through the phone. Excellent customer service skills. She is a gem.

I have all great things to say about New Hope Fertility Center. All their staff are extremely helpful and empathetic to your situation. I have had multiple ivf cycles with them. I recently had to do outside monitoring because I moved out of state but I still wanted to work with them and even doing outside monitoring they were great and so helpful getting everything done from a far. Thank you New Hope for everything. Ps. They even work with you financially if that's something you need help with

New Hope Fertility was a complete blessing to my husband and I. We began our fertility journey with testing in Massachusetts and struggled with doctors being cold, disconnected, and motivated by money. Though we live in New Hampshire I came across New Hope and had a consultation and instantly knew this was the clinic I wanted to be part of. We drove several times from NH to NYC to begin our Mini IVF journey. They were worth all the long hours of driving. The team is so welcoming, supportive and knowledgeable. I hope every woman undergoing fertility treatment has a team that makes them feel as safe and cared for as I did! Our first frozen embryo transfer was a success and I will forever be grateful to New Hope. Because of them we get to start our little family!🤍

So far great experience. Diana did not rush anything during our consultation and was very thorough, patient and kind. Follow up call tomorrow fingers crossed we will have a baby sometime in the near future.

I recommend NHFC to everyone. Dr. Zeitoun was extremely professional and patient with us during our initial appointment. He took time to understand our concerns and preferences and together we created a plan to build our family. We have two beautiful baby girls thanks to NHFC! I highly recommend NHFC as this is the only fertility clinic that tailors the treatment to your specific needs. (Other places I've spoken with have you feeling like your on a conveyor belt with a one-size fits all approach that feels very impersonal.)

Everyone was professional and very helpful. They made me and my fiancé feel comfortable and were very informative. I also appreciate how quickly they followed up with my results and what’s next on our journey to conceive our first child.

Dr. Jenn was amazing! She took the time to go over options after reviewing our case and asking questions. We devised a plan and she explained everything to us. She really took the time we needed and was so compassionate and caring during our initial visit.

This is a butcher hospital with the worst rating in Manhattan. I was so blind that I didn’t look at the rating. By the time you pay the first payment, you will have fallen into the trap. It is useless to talk too much. The Chinese are cheating the Chinese. God is watching what you do, but the time has not come...👌