Solano Diagnostics Imaging - Vacaville 1020 Nut Tree Road, Vacaville, CA 95688

"Lady on the phone is always rude. I’ve had to call multiple times and got rude responses every time. I’ve been calling for two weeks straight to try and get in earlier and there “haven’t been any cancellations” before my appointment. The MRI office is open 7am-11:30pm every every weekday and the Fairfield location is even open on weekends. With this many appointments it’s impossible that no one’s cancelled within this time. With the way the lady’s on the phone respond in such a rude and impatient way, I think they just don’t wanna do their job or they’re just plain lazy. Terrible customer service. Whoever is responsible for answering the phone should be fired! Do better with who you’re hiring for these jobs."

"By. Far. The. Worst. Department. Ever. Back at the end of February 2023 my neurosurgeon asked where I wanted to get my imaging done and I let them know SDI Vacaville. A few days later I called SDI and was told they never received it. So I emailed my neurosurgeon and I let them know to fax it to their direct fax number. My doctors office had no problem sending over my referral. So after calling SDI, neurosurgeon office and back to SDI. I was told from SDI they never received it. At that point something wasn’t adding up. So I asked my neurosurgeon to send me my referral via app and they did. So I called SDI again and they kept telling me they don’t have it and I’m like ok I have the referral. I can fax it, email it or come by. SDI asked me to email it. So I did. Come to find out they ALREADY had my referral and whoever was talking to me didn’t know how to do their job so I wasted so much time going back and forth. So I emailed my referral to SDI office email and I got an email back saying “ We already received this order on 02/17/23. We faxed it back to UCSF requesting chart notes as the patient has commercial insurance that requires chart notes be provided for us to obtain authorization. We cannot move forward with scheduling until we receive chart notes for this patient. We have yet to receive anything.” So I emailed my neurosurgeon again and they sent over exactly what SDI needed. CHART NOTES. So at this point I’m already going back and forth emailing SDI authorization coordinator. So I give it a few days and my neurosurgeon already sent my chart notes to SDI. The auth coordinator told me via email that she needed to obtain authorization through my insurance. I’ve waited a few days to get a phone call back to schedule… I called SDI and was told they’re asking auth through my OLD insurance. So I asked them what insurance they are requesting auth from and they said Aetna. I said I don’t have Aetna anymore so why are you requesting through Aetna? As a patient it’s my responsibility to give them my current insurance so they can OBVIOUSLY GET PAID. And the lady told me “we’ll the referral says Aetna” and I’m like OK BUT I DONT HAVE AETNA. So we were going back and forth, I asked for a supervisor, she said the supervisor was on lunch. Until this day April 15th I still haven’t got a phone call to schedule. I ended up telling my surgeon that SDI is non compliant with scheduling me. I know the person I was emailing, I know the person who I spoke to over the phone the exact day, time & how long I spoke to that lady over the phone. I most definitely kept receipts so I can make this complaint to the department. It’s just crazy. No phone call. No email back. No supervisor to speak to. SDI Vacaville is the worst."

"On phone waiting to make an appointment for mammogram. Was on phone 15 minutes before I got answered. Then she has to put me on hold again twice. I was on the phone 22 minutes. Which IMO is a long time to schedule an appointment. I asked if they were busy she said yes very. Then later she asked me how my day is going so far. I said I’m frustrated having to wait this long to make an appointment. She answered with we are short staffed. NorthBay maybe hire additional staff."

"Horrible experience today at Solano diagnostics in Vacaville. I arrive on time for my appointment and I’m greeted by a very rude front desk lady by the name of Emeri. She says is the appointment for you or your daughter because your daughter can’t be in the appointment with you and she can’t wait in the waiting room for you so we will need to reschedule. First of all nobody told me this as I have brought her to all my appointments and second this is the second time they have already rescheduled my appointment. So I ask to talk to a supervisor which they do no have one on staff. I have to call Candace at Fairfield which informs me this is a policy and I say to her you are going to refuse my treatment due to my daughter being with me. (It’s an ultrasound) she said no we won’t refuse treatment but she can’t come in the room but she can’t be in the waiting room either due to her age. Ok so after going round and round 10 minutes at least I go back to my appointment anyways they do my ultrasound. During this 20 minute appointment Emeri at the front desk thought it would be appropriate to talk bad about me in front of my daughter in the waiting room so she could over hear everything she said. Not only that she talked negatively about Candace allowing me to have my appointment. This lady Emeri should not be allowed to work at Solano diagnostics or work around any patients. She was also rude to another gentleman in there prior to me being called back for my ultrasound. DO BETTER NORTHBAY!!!!"

"Went in for x-ray and my paperwork had a date stipulation I was not aware of. The front desk staff was very kind, explained what the paperwork showed and apologized (wasn't their fault, no need, but appreciated it) that I had to wait. She even made sure my paperwork would not get cancelled before I left by adding me to the schedule. She did everything she could and it was a great experience even though I had to wait. I completely understood she had no control over dates."