SimonMed Imaging - Mountain View

"Sorry, but worst ever experience. I would give no star. The only available time in the system for me to book an appointment is Sunday morning at 6am. And the instruction asked me to arrive 15 min early (thank you for sending a msg at 4:30 am to remind me to follow the instruction and arrive early!?). Is all this serious? Door is not open, no one is around. Your bot online chat is not working this early not to say the phone. Will not try again. Please consider updating your system, changing management or trying some other less serious business."

"Chat bot and call tree were absolutely useless. I was on hold for 1.5 hours and finally drove over to have my questions answered. Once you encounter a real human in person the staff are very responsive. Facilities have aged, but staff are fantastic."

"My first MRI, so I was nervous. However, it went well! The technician made me comfortable by putting blankets on me, gave me ear plugs, placed additional pads next to each ear to lessen the machine noise, and put a pillow under my knees to take pressure off my back. I did wait an hour to for the MRI so please take it into account. Also, be sure to double check with your insurance that this facility is in network. I was first sent by my doc to Valley Radiology in Los Gatos but found out it is not in network for my insurance. Update: I took the MRI CD to the doctor to be checked. He said that the tech did not cover the lower part of the back and therefore, he can not see what's going on. The doc called Simon Med and asked them to repeat the MRI making sure to cover everything they should. Simon Med set an appt for me right away and repeated the MRI on their expense. That's great but... who wants to repeat MRI and listen to all the loud noises again, right?"

"The overall SimonMed "brand" has many communication, process, and scheduling issues: 1) My email address was incorrect 2) As a result, I couldn't login into the Portal initially. However, even after corrected email, I was able to login only once 3) My attempts to call at any location was resulting getting to a centralized line with a minimal to none help 4) After my appt was set, I was getting 3 calls and 3 texts on average telling me that my appt had to be rescheduled. However when I called that number, there were apparently no issues. Overall, I spent close to 4 hours to get through these issues, but I still cannot login to the portal. 5) The last, but not least: I didn't get the CD with my images, and the tech said that they would send it to my doctor. My MRI was on Wed, but my doctor office still didn't get the images. This is unacceptable!!! The staff was nice at the SimonMed Mountain View location. The MRI procedure was done professionally and with necessary attention to details. However, the facilities leave much to be desired. Even the MRI enclave, when you go in with your eyes open looks scary: old in a bad condition. Honestly, I never encountered the medical equipment in the US in this poor state."

"I tried to call The day before to make sure there were no special instructions. This was after attempting to register online which I was unsuccessful at. I called several times, kept getting routed to someone nationally, despite calling the local office, and after being on hold for 25 minutes, was unable to get information. You all need to make significant improvements to your Phone tree and customer service That being said, the experience at the center itself was much better, and staff were very professional and helpful. I do, however think your machine is updated, because an MRI of the foot should not take close to two hours. Additionally, every time I tried to look online, I was told that I had no upcoming or prior test, even after the MRI had been completed So I was not able to get a report Until I reached out to my physician and asked him."