Coastal Fertility Specialists — Local services in Lexington

I had a great experience with Coastal. At times I did feel like I was not necessarily being “heard” with concerns related to my specific course of treatment but when I relayed that to my nurse coordinator (Cherub), it was quickly remedied. Frankly, I was/am an annoying patient and had tons of questions and wanted everything explained to me, I am a high-anxiety patient and do not trust most doctors due to past experiences but as my treatment continued I started to relax more and I truly do trust the doctors and nurses at Coastal now. I got pregnant from my first, unmedicated (but monitored) round of IUI and I never felt pressured to seek higher level of care that I didn’t need. As an LGBTQ patient with no history of infertility, that was a big fear of mine because everyone has heard horror stories about fertility doctors pushing for IVF as a quicker, more convenient, and money producing treatment plan. That was never how I felt at Coastal, if anything Dr. Schnorr and Cherub reminded me that I had no signs of infertility and I needed to just trust the protocol they had planned for me. They were right. Lauren who did most of my ultrasounds and blood work was always so pleasant and one of my favorite people to interact with at the office, remembering specific details about my wife and I and taking her time performing her scan to ensure nothing was overlooked or missed. My only reasoning for giving a 4 out of 5 stars is because I was continuously disappointed with the billing department. The Lexington and Mt Pleasant office apparently do not have connected systems so each office cannot see what has been paid already at the other office. After my IUI procedure in Mt. Pleasant I was overcharged by hundreds of dollars and I’m honestly not even sure the woman who checked me out knew what she was doing as she couldn’t even tell me what the charges were for and did not give an itemized receipt after I asked. I had to email the insurance specialist at the Lexington office to get clarification on it. I was either being over charged or under charged (then, later being surprised with back dated charges) so the billing department is kind of a mess. Overall it all worked out but I did have to stay on top of my receipts, so if you’re someone who is paying out of pocket I would advise that you do the same.

TL;DR= I highly recommend this office, they are patient and knowledgeable and their protocol worked for me. My only real complaint was the lackluster billing department but it got worked...

This clinic demonstrates serious issues with scheduling, communication, and staff professionalism. Fees are charged before patients receive care, and appointments are difficult to schedule. staff speaks in a dismissive or condescending manner, including falsely questioning whether messages were left. ( despite phone logs - validate) These problems compromise patient dignity and make accessing care unnecessarily stressful. The clinic needs to address these issues to ensure professional, respectful, and efficient treatment for all patients.

UPDATE after business reply

I want to clarify for anyone reading: I have never been given an appointment, yet I was charged a “deposit” anyway (just learn this is the charge on my card for) — when it was explained to me that the reason their system won’t allow us to book an Appointment according to their reception person; was because a pending balance, so what is it?

That is not a deposit. That is a payment taken without a confirmed service date, which is why this has felt misleading from the start.

To add to the confusion, it was charged through the Mount Pleasant office — a location I did not 2.15 hours from us, we didn’t authorize billing through.

When a fertility clinic handles essential matters like billing, scheduling, and basic communication this carelessly, it naturally raises concerns about how more serious aspects of care are managed.

Patients facing fertility treatment deserve clarity, transparency, and dignity — not circular answers, location mix-ups, and retroactive explanations.

At minimum, this situation merits a review of internal processes so future patients aren’t put through the same...

Billing department is absolutely atrocious. The staff was really nice at my appointments and very organized which is awesome for a fertility specialist. However the billing department is incompetent and unresponsive. I was told to pay for my appointments in full at the time of service because my insurance would not cover it. Turns out my insurance did cover it with the exception of a very tiny copay. They refused to refund me because they said they had not officially received the money from my insurance even though they did see my insurance said they were paying it. They continued to try to make me pay in full at each appointment despite my insurance covering it. I have been trying to speak with their billing department for months and they keep ignoring me or telling me a manager will call me back which never happens. At this point I am owed over $400 and it doesn’t seem like I will ever get this money back. As nice and organized as this company was at appointments I’d stay away unless you want to throw your money away and never see it again.

Follow up: I did finally hear back from them after threatening to file with the states attorney office and BBB and the lady I spoke with was very apologetic and nice about the situation and is taking care of it. However it shouldn’t take months of following up to finally get results. Also I should never have been paying out of pocket when it was covered by...