Client Review

I recently had a deeply unsatisfactory experience at Lux Radiology, primarily due to the unprofessional conduct and inadequate service of their reception staff. Despite my insurance company having directly paid the required amount to Lux Radiology’s account, the staff insisted that I immediately find and provide email proof of the transaction. This was incredibly frustrating, especially considering I am capable of making a payment and resolving it with the insurance company later if necessary. What was particularly disheartening was the refusal of the reception staff to verify the payment, despite having enough personnel available to handle such a query. The reception area was not excessively busy at the time, which made their reluctance even more baffling. This raises serious concerns about the professionalism and attitude of the staff. I was treated rudely because I couldn’t immediately find the proof of payment among my many emails (personal, university-related, etc.). Even though the insurance company confirmed over the phone that they would handle the follow-up, the staff still forced me to pay on the spot and resolve it with the insurance company later. While I understood this resolution, I was infuriated by the unfriendly manner in which the staff handled the situation. Moreover, I was shocked to see the reception staff dressed inappropriately for a medical clinic, wearing sandals and extremely short skirts. This lack of professional attire and their behavior—leaning against the door and chatting and laughing until rudely calling me back to inform me I hadn’t paid—made me question the clinic’s understanding of professional service standards. Despite having four or five staff members at the reception, they couldn’t manage to check a simple $425 payment, leaving me to stand at the front desk and negotiate with the insurance company for 18 minutes, only to end up paying again. Today’s experience was deeply unsatisfactory. It was not a matter of the payment itself but rather the apparent unwillingness and inability of your staff to efficiently manage and address my concern. I am appalled by the lack of basic customer service and the overall dismissive attitude displayed. While Andrew, the technician who performed my examination, was commendable in his duties, the same cannot be said for your reception staff. Their behavior left me questioning the internal training and management practices at Lux Radiology. The rude and unprofessional conduct severely impacted my perception of the clinic’s quality of care. I regret to say that I will no longer be utilizing Lux Radiology’s services for any future medical examinations. I hope that the management takes this feedback seriously and implements necessary changes to prevent such incidents from recurring. The staff’s inability to handle simple tasks and their preference for idle conversation over assisting clients is both laughable and unacceptable. This experience has been nothing short of a nightmare, and I would not recommend Lux Radiology to anyone seeking professional and courteous medical services.