Lumus Imaging Epping

I usually have a great experience when I have an MRI at Lumus Epping, but yesterday I was veery disappointed. They were obviously running behind, as I had to wait long past my appointment time . But I do understand that can happen sometimes, so wasn’t too worried. But I had to wait in the waiting room with a family that was not wearing masks. There were four family members there with one patient. As my immune system is compromised, I am always a bit nervous if I have to spend too much time around unmasked people.When I was finally taken in for treatment, it felt like I was being rushed through. When the attendant put the canula in my arm,he was not at all gentle, and my arm is very bruised today

The reception staff are very ugly, nasty and ridiculous... They think that they very smart but they are the exact opposite.I had to take my referral from them to do my ultrasound elsewhere... Wouldn't recommend them to my worst enemy.

Pleasant, smooth experience with the staff and process. Went in for MRI - did not have to wait. Receptionist gave nice, clear instructions. Simon did the MRI scan and was very professsional and made me feel comfortable throughout the entire process.

My wife was having an ultrasound. She went in first and I came later with my children and wanted to sit and wait at the reception for her to finish. It was spitting outside on and off. Soon I entered, the receptionist asked me why I was there. I told him the reason. He insisted that I tell him her details. I did. I was told that only one person can accompany a patient. It’s their policy. So I took children out . It was raining outside. I came back and asked the receptionist to give me copy of the policy. I also asked him why the organization failed to notify us that only 2 people were permitted to enter the building for an appointment. I also asked if little children are also considered as “full adult”. He went out to get the policy and then came back with nothing. I questioned him why I can’t wait here till my wife finishes the appointment. I was allowed to wait at the reception area after having mask on me and children.Never felt so humiliated in Australia than my first (surely last) visit to Lumus imaging.

Tina, thank you so much for organising an appointment for my son. Your service and support was exceptional. We are so grateful for your help. I would have given you 100 stars if I could.

Easy, straightforward and on time, couldn't ask for anything more.

I noticed that the receptionist didn’t greet me when I walked in and didn’t introduce themselves. It made me feel unwelcome.(Poor receptionist skills, lack of greeting, no first name given, attitude problems = low courtesy)To the owner, you got A class imaging staff, why do you have poor reception staff; might as well open the calendar to public online so that they could book themselves; fair call?I hope this helps.-----------------------------Dear Michelle,Thank you for addressing my Google feedback so promptly. Your quick response shows that you are committed to providing excellent service. I have sent you an email. Have a blessed day.

I'm not surprised at all that Lumus Imaging Epping only has 1.4 star rating. In fact they don't even deserve one star. This radiology knows nothing about goodwill gestures. I fell victim to their error and no amends were made except for a pitiful apology.I attended my Mri appt only to be told that my new appt details did not appear on their records. Therefore , i could not have the mri unless the appt was changed. According to the receptionist she believed it was a system error. Records only showed the initial appt that was made on the 18th oct but it should have been cancelled. I did contact them to cancel it. I could not believe that i wasted my time turning up to an appt that was not there I showed the receptionist my notification texts to conf my new appt details and all she could do was offer me another appt and to send an email to management to investigate. I allowed her to arrange another appt and told her i would only keep that appt on the basis that this issue would be investigated and according to the text I received from lumus ii would have no out of pocket costs. The receptionist remarked she could not promise out of pocket costs because its not covered by Medicare . She alerted me to the fact that I was given misguided info. Yes I was told initially that there was an out of pocket fee but I was under the impression that my referral may have been reviewed so the decision was reversed. I rang tocomplain the next day to management who advised she received the email and would follow up although highly unlikely that there would be no out of pocket fee. Management discovered it was a human error and not a system issue. Apparently a staff member sent details to the wrong recipient-me! Management not only refused to waive the fee but not even a discount was offered. And how audacious to imply that i should have picked up the error! What the hell was she talking about! I immediately cancelled the appt that was made by that receptionist and then complained to Head Office who aired my grievances again to management at Lumus Epping but to no avail.. Management would not budge but all that was offered was another appt which I declined. I can not believe that I was not compensated at all for their mistake and for the time I wasted travelling 26 km for an appt that was supposed to go to someone else. Disgraceful and appalling Customer Service! And also to mention , highly incompetent!! Thanks Lumus Epping as i now have to start all over again to find another radiology company who can perform my mri. I want professionalism from a service who can get it right, who can give correct info and show respect by taking genuine responsibility for any errors made because Lumus Epping failed to do so. Lumus Epping has obviously displayed gross self interest putting their needs first. Hope this clinic sinks to the ground.!

Unenthusiastic receptionist. Called to make an appointment, she sounded like she didn’t get any sleep last night. Then she proceeded to tell me she’s only taking bookings from the northern health. What am I supposed to do if this is where my doctor referred me?? Horrible customer service

The receptionist is extremely rude and dictating to every patient that enters this clinic. I am not surprised after reading the reviews. Definitely the last time I will be attending this clinic.