We have just started the process to do the guarantee program. To date my experience has been a brief phone consult with one of the RE's, and phone and email contact with the out of town coordinator and one of the DE program administrative assistants. All contact to date has been fantastic. They are very responsive. Just yesterday I was having some labs drawn in my home town (they sent a lab slip to me via email). The facility I was doing my infectious disease testing at has a policy that they would not run and HIV test without a consent signed by me and the MD. I sent an email off to the DE administrative assistant and in less than ten minutes I had an email with a consent signed by MD that I printed signed and gave to the lab. My husband had his testing done at another lab and they did not require the consent. Anytime I've called and left a voicemail I've gotten a response back within an hour or two (very unlike my home clinic). I have not had any interaction with the RNs yet so I cannot speak to responsiveness on that end. The other thing is they do not seem out to make extra money on procedures not included in price. For example, the required meeting with the SW for DE is not part of the cost however since I had done it at my previous clinic, I had a copy of the note sent and we will not have a cost for that service. I needed an updated HSG. They were willing to do it but when I explained that my insurance was an HMO and out of network diagnostics were not covered unless it was an emergency situation they said it was fine to do it with my regular gyn and send the results. I had originally scheduled our initial visit to the clinic for this past week and then my dh had a work conflict. When I called back to reschedule they were very accommodating. So far I am very impressed! After one failed DE cycle under my belt with a four time proven donor, a great lining for both transfers and my dh's excellent SA (so really went into that cycle feeling like there was not way we would fail) the guarantee in SG program is very reassuring to me. GL with your decision. You might want to xpost on the over 40 with high fsh board for feedback about Cooper as many of the ladies over there have experience with that clinic but with OE but they could share experience about clinic organization, customer service, and responsiveness.