I had my DEXA scan on Friday and it went very smoothly. Norma at front desk checked me in and she made CDs as I requested. The technician Ryan (sorry if I did not get your name correctly!) was very creative and made sure I had a good scan from neck to toes, thank you! read more

If there was a ZERO on the scale, that would be my choice! Where do I begin with the incompetence and unprofessionalism? My experience started off with attempting to schedule an appointment 11/27/24 online but the site wasn't working. I attempted to call but was left on eternal hold for 58 minutes before I hung up and just drove down there since it is so close. When I arrived I spoke to someone at the desk who acknowledged they were having phone issues and did not know when it would be resolved. She was unable to schedule my appointment citing that the prescription didn't have the required "Prescription ID" number and that the requested ICD 10 was incorrect. So I had to go back home, contact my doctor and attempt to resolve only to find out that the ICD10 IS accurate. I had to wait til the next day to attempt to contact Centrelake again since the site was down and nobody answers their phone. I called multiple times the next day but no response so I went back to the website and I was able to send a message. I finally got a callback the next afternoon. I explained that I had spoken to my doctor who explicitly stated the prescription was accurate. The person I spoke with kept insisting that the prescription was inaccurate because it could not be found in their system. I asked if they could call my doctor in order to facilitate scheduling the appointment. This person said they don't do that. So I called the doctor's office to let them know the troubles I was having and they offered to call Centrelake in an attempt to resolve. I got a call back from the doctors office who stated they had difficulty getting a hold of anyone since they only answer (rarely) to put you on eternal hold! I got a call back the next day from the doctors office and was told everything should be straightened out and that I should be able to schedule an appointment now. I called but per usual placed on eternal hold, so I called back and left a message. Bu the GRACE OF GOD I got a phone call the next day by someone who actually wanted to help me. I was able to schedule my appt for 12/13/24 at 12:30. When I showed up I was told that my appointment wasn't until 12/16/24! I told the receptionist that there was no way it was schedule for that date and time as I would be out of town that whole week. No apology NOTHING! She simply asked if I wanted to reschedule. Of course I rescheduled! It had already taken me over 2 weeks just to get an appointment. So I rescheduled for 12/30/24 at 12:30. I show up only to be stymied yet once again! I was told by the receptionist that I couldn't complete my appointment because they didn't have proof of a prior diagnostic. Well what if I didn't have one? Are you kidding me right now? Why was I not made aware of this the countless other times I communicated with them? I angrily grabbed my papers and walked out. When I got home I checked my patient portal and was able to print out my last exam. I attempted to call back to set up ANOTHER appointment and was hastily placed on eternal hold AGAIN! For and hour til they closed at 5. And even after 5 I stayed on hold for another 30 min to see if another option would be offered to leave a message for after hours but that never happened. I took a screen shot of the time on my phone to prove my point. So here I am STILL waiting to fulfill a prescription for over a month! There are no words for what I have experienced with Centrelake. Trust me, if my insurance covered another place, I would go. Where is the accountability from Centrelake? They sure don't hesitate to charge you if you don't give a 24hr cancellation notice! You've literally wasted a month of my life just trying to make an appointment. DEPLORABLE! This is far from patient care. This is a no care facility. This is abuse! read more

Centrelake Imaging - They can charge you but you can't charge them for wasting and abusing your time - Diagnostic Imaging Near Me - Pomona, California

See all

when arriving the building was extremely hot inside, as was outside. i approached the receptionist desk and I was interrupted mid sentence when introducing myself and stating my appointment only to be asked if I have an appointment and whats my name. I feel like this is the same woman who gave me a hard time on the phone when I was calling to reschedule my appointment. we agreed on a different date but then she wasn't saying anything on the phone to confirm. so after 2-3 minutes of her not saying anything I hung up. you'd think she'd call me back thinking the call dropped but nope. also she told me I'd be getting all my imaging done in one appointment. that wasn't the case at all I found out she didn't schedule my cervical MRI because it would've took too long. that I can be understanding about if it were communicated, but it wasn't so then I had to wait 3 weeks to get that done. (this call happened feb 20, when calling to reschedule due to my appointment being the same day I had school) the one star is for the lovely ultrasound tech I saw feb 23. I don't remember her name but thank you for treating me with kindness and being attentive. I also had two MRI's done and the guy who took my MRI (I don't remember his name) but he was not attentive at all. I asked if he had something for my back because I have a natural arch and sometimes it's painful to lay flat on my back for a long period of time. he say yeah. has me lift up as im already laying on the MRI bed and he slide it under me. he slide me into the MRI machine and leaves and starts. I found it odd I wasn't given a Squeeze ball or MRI safety button before I was pushed in. That was scary. also my back started hurting worse than normal. I had no way of alerting the tech because I didn't have a squeeze ball. I began moving uncomfortably because my back was hurting intensely. I didn't know why until after the MRI I was pulled out and I saw he put the lumbar support pillow upside down. the flat side surface was facing upward against my back and the arch was facing downward against the bed. that explained the unnecessary pain. I was disappointed with the lack of attentiveness. I asked him if he saw movement on the imaging and he said "yes, I just thought you were over it." Do better. read more

More than 2 hours for an X-ray!?! Then, the receptionist says that it could take up to 4 hours! Wow.

this place is horrible to go. staff does not care about patients. Today was the second time they canceled my CT scan while I already drank the medicine in the night and morning. They had my information to do scans every 3 months but they acted like they never had my information to do. spoke to my doctor and they all my information. I got my 2 CT scans scheduled and when I went in they only had one on file but then they called me 15 minutes later to schedule the one they supposedly didn't have. it's a money scam they just wanted me to go i. two weeks ago there machine was barely working. The nurse had to unll the machine to hopefully start working. Luckily it worked at the time. Two weeks later they never got the machine fixed and made me wait two hours until they told me they couldn't fix the machine. the director should never be working there. Heartless read more

My appointment was at 10:45. The front desk said they were behind about 30 min. I patiently waited in a very crowded waiting room for over an hour and a half. I finally got frustrated and left without my mammogram. I told the front desk how long I had been waiting and that I wasn't going to wait any longer. Instead of checking with the technician to see if they would be calling me in soon, she just asked my name and asked if I wanted to reschedule. How are you that far behind on appointments if you open at 8? read more

I am so annoyed of this place. This is the second time I attempted to get any of my services needed per my doctors request. And this place takes forever! With appointment or without! Not coming back, and I don't recommend it to anyone! read more

I've called numerous times just to find out when my CT scan is scheduled. I've left messages on the voicemail but never heard back. I don't want to have to drive to the location just to find out when my appointment is. Doesn't anyone ever answer the phones??? read more

Kept my drivers license and health insurance card over the weekend because the girl at the counter kept them for 10 min then I got called in for my x ray. She never attempted to give me my cards back, never called my name, or called me for several hours after I left the office. Because it was Friday, I was driving all weekend without a license. When I went there on Monday, Carmen, the Director of this place, had a huge stack of other cards so apparently they do this often. She also totally had attitude when I spoke with her and apparently doesn't care that her staff does this. read more

Shout out for Elizabeth My 75 y/o Aunt went for an MRI the evening of January 13, 2025. Elizabeth went the extra mile by buying her food as she was getting hypoglycemic in the waiting room ( she forgot her wallet amd had only her ID and $1 on hand) she also noticed my aunt getting anxious about the test, and gave word to Lisa the tech to try to give her a break in between the 2 procedures. Both Lisa and Elizabeth help alleviate her anxiety amd helped her a lot in the process! Thank you very much Elizabeth and Lisa! Youve made a very big difference in my aunt's life! (I offered to pay Elizabeth but she refused, saying she did it from the goodness of her heart!) read more

Oh boy... had an appointment booked and they said the machine is not working when I came for my appointment. Somebody called me a couple days before, but didn't bother to leave any message. How else would I know not to come for my appointment? Total waste of time read more

The Staff and Technicians were so professional and nice . I don't understand the low rating.

I am sharing my recent experience at your facility in the hope that it may assist in improving future service and professionalism. Upon arrival, I was unable to find parking due to limited availability. I had to park in an impromptu spot, and when I informed Norma at the front desk that I needed to move my car to avoid a ticket or tow, she appeared unconcerned. After moving my vehicle and returning, I found Norma already assisting a new patient. When I mentioned I had been next in line, she seemed dismissive and continued with the check-in process without acknowledgment. While I did not have a physical Medicare card for my father, I provided documentation from his nursing facility containing all necessary details. I also asked for assistance with the doctor's name for the order, as I did not have it on hand. Norma provided the name but stated she did not have the doctor's phone number. I was able to contact the doctor's office myself and had them fax the order directly to your facility. During our wait, Norma's demeanor remained unhelpful. My father, who is 83 years old and wheelchair-bound, had to wait over an hour, which resulted in him needing to use the restroom multiple times. When I asked Norma for more water due to this delay, she was visibly frustrated, and we were informed that the order had still not been received. When it finally arrived, Norma claimed it was incorrect and insisted I call the doctor's office again to have it revised, although I later confirmed they were already in direct communication with your office. I eventually requested to speak with a manager regarding the ongoing challenges, and Norma referred me to Elizabeth. During this conversation, Norma interrupted and argued openly in the waiting area, which I found highly unprofessional. After I mentioned that it was inappropriate to engage in a disagreement in front of other patients, Norma left abruptly, leaving me with Elizabeth to handle our situation. After finally being called in, I deeply appreciated the ultrasound technician's professionalism and clarity; she explained that my father did not need to drink as much water or fast, which could have alleviated some of our challenges from the outset. The experience left me concerned about the level of training and professionalism at the front desk. For a medical facility, this kind of interaction is both challenging and frustrating for patients and caregivers. I hope my feedback will help in refining the training provided to your front desk staff to better manage patient needs with empathy and professionalism. read more

If I could give ZERO stars, I would. This was the worst experience I've had with a medical facility in my entire life!My MRI was scheduled for 3:00 PM, and I arrived early at 2:30 PM. The receptionist initially handed me only one form to fill out. After I returned it, she realized she had forgotten to give me the rest and asked me to continue filling out additional paperwork. That was the first sign of disorganization. At around 2:45 PM, she called my name--only to inform me that the technician was running an hour late and that the doctor would be leaving at 4:00 PM. In other words, my MRI wasn't going to happen. Meaning time, if your staff running late for an hour which you already know, what's the point you ask me to fill out the paperwork and copy my ID and insurance?!?!? They wanted to reschedule me, but I politely declined. It was clear to me that patient time and care were not a priority here. I asked her to cancel my appointment altogether because I did not want to waste any more of my time and get my medical examination done in such an unprofessional place!!!This level of service is unacceptable and completely unprofessional. If this is how they manage this clinic and treat their patients,it's hard to trust that they take their responsibilities seriously. read more

Centrelake is at it again!!! Cancelling CTscan appointments. I don't know if they're SELLING APPOINTMENTS or SIMPLY JUST DON'T WANT TO DO CTscans and Petscans. I have been dealing with 5 cancellations in just a year. This time it took me 2 days to get a CTscan (Pomona location) appointment while getting hung up on twice and transferred to the wrong person 4 times. I had to literally drive to the location while I was still on hold for 47 mins to find out why this was happening. I finally got my appointment for Tuesday October 1st at 4:15pm. Then yesterday September 20th at 4:24pm I receive a call asking me if I would like to take an earlier appointment on Monday September 23rd at 5:15pm because the manager is scheduling the tech on Mondays now. I say "Sure. Just as long as I don't get a call from the office that you're going to cancel my appointment again." Not even 24 hours after this change in appointment I receive a call this morning Saturday September 21st at 7:48AM telling me she needed to CHANGE MY APPOINTMENT!!!! I said "NO, you guys changed my appointment yesterday from October 1st and you promised me you wouldn't cancel me AGAIN." My mothers Liver Cancer went from a small surgery removal needed to 60% because of the 3 Pet scan cancellations last summer from the Ontario location. One the tech needed to go on vacation. Second the tech called off, because apparently there's only one tech who runs the PetScan out of Ontario. And the 3rd time the machine was supposedly broken. Then on September 4th they called me to cancel her CT scan AGAIN for the very next day for September 5th at 4:42pm!!! (West Covina) Claiming they didn't have the referral. This was a complete lie because they had the referral to make the appointment in June and I told her I had a copy from the insurance company as well. She threatened to give the appointment away with out the referral. Either West Covina, Pomona and Ontario are SELLING APPOINTMENTS OR DOING SOMETHING ELSE ILLEGAL to be cancelling appointments 5 times now. I can only imagine how many more people they're doing this too and the damage to people health that need these scans urgently. I will filing a complaint with the California Medical Board and whom ever else I find will benefit an investigation on these locations and Company. I will also be obtaining a lawyer for advice on what to do with the blatant disregard of cancer and other serious health issues that this company has put people in harms way. My last complaint (3rd cancellation) I did a review and received a company email stating that this issue would be looked at, and absolutely nothing has been addressed. I have compiled the company email, call logs, dates and times for all these cancellations in preparation for a lawsuit against Centrelake and it's mishandling of people lives. I would like a corporate executive to reach out to me with this matter ASAP. I wish I could give ZERO stars. IF YOU CARE ABOUT YOUR LOVED ONES , FIND ANOTHER COMPANY. read more

Centrelake Imaging - Several Phone calls - Diagnostic Imaging Near Me - Pomona, California

See all

This is a terrible place. They do not answer their phones often. The ladies at the check in counter are rude and want to rush you through. They are constantly short staffed and cancel appointments. I would rate a zero if it was an option. read more

Had an Echocardiogram scheduled, showed up and they told me they no longer conduct Echocardiograms. The front staff apologized for the inconvenience and then stated they sent me a notification on such date. I looked at the notification, but it was to schedule a routine procedure, not advising me of the Echocardiogram cancelation. They advised me I would need a referral to a new location. I contacted my medical group to change the referral, and it keeps coming back with Centrelake. My medical group stated that upon speaking with Centrelake, they advised my medical group they do still conduct Echocardiograms. WTH! They are such a pain and have terrible communication! read more

HORRIBLE!!!!!!!! I am beyond furious with the abysmal service from your call center. I have never experienced anything this frustrating and disrespectful. I waited on hold for over an hour, only to be bounced around between agents who seemed completely incompetent. After 1 hour and 20 minutes, the fourth agent I spoke to had the audacity to hang up on me while I was providing my information. But it didn't stop there. After a total of 2 excruciating hours, the sixth agent picked up and hung up on me again before I could even explain why I was calling. This is absolutely unacceptable and infuriating. Your system is a complete disaster, and the agents were not only unhelpful but downright rude. I'm left extremely upset and still without an appointment. This experience has been a nightmare. read more

Centrelake Imaging - Diagnostic Imaging Near Me - Pomona, California

See all

If I could give 0 stars I would! Been trying to schedule an appointment since 10/14/24 and it is now 10/17/24 and I have called over 10 times all times I have been on "wait/ hold" hoping someone answers and no one has answered or called me back. VERY unprofessional and horrible customer service. DO NOT COME HERE read more

There should be an investigation into this company by some governing service for medical negligence. My insurance company and the doctor's office sent authorization for an MRI back on 10/25/2024. All three of us have been trying to get someone to answer the phone for four weeks--no one answers or the call goes through system oblivion. I cannot leave a message as the system says "option not available." Because of the delay, I will miss the window for my surgeon to schedule my surgical procedure before the end of the year. Then, Jan 1 my insurance will change, I lose my doctor and the medical group under the new insurance and will have to start the process all over again. It has already taken me 5 months just to get to this point. Can't this facility be held responsible for its negligence? P.S. "Mike, the Business Owner" rather than responding with how sorry you are for the facility's negligence and that you will pass the information on to your "Director" perhaps you should take action and fix the issues that all these patients are having and expressing on Yelp. read more

Wish I could give a zero! They have had to reschedule four times. Sometimes they would call or I would show up and be informed when I got there. They said they called but there was no record of it. They were very unapologetic. Their machine is always supposedly broken. I lost money from jobs to be able to make it to my canceled appointments. Go somewhere where they actually care about your health. I'm usually not this hard on my reviews but I felt this harshness is necessary at this point. Do better! read more

Worst place ever! They made my mother park her car under the freeway and made her wait for several minuted after her appointment!!! Unprofessional and would not recommend, they were so rude to her when she asked where should she park there was literally no parking available read more

I can't sit in the waiting room, in pain., when the appointments are an hour behind. Arrived 15 minutes early as instructed. When I asked at 20 min after appointment time I was told the was a slight delay. At 50 minutes I was advised it it was an hour delay. Courtesy would indicate that you advise people of possible delays. People are there because they are hurting. This is unacceptable. I will leave United Health if this is the only option they can offer. read more

I went in for a mammogram, I had to walk in a make an appointment because they don't answer the phone, upon arrival they ignored me. And we're rude to people standing in line. The older lady scheduled me for 6am on Halloween day. She was rude to me and all the Mexican people in there, the funny thing is she was a Mexican woman to, I did complain to the lady whom gave me the mammogram, she was a nice African American very nice lady. That old lady at the front desk needs to be fired read more

Such a slow service. I should not wait 30 minutes just to pick up bariums for my upcoming CT scan. Avoid this location. read more

They cancel appointments without notifying you. They have canceled appointments twice. We have decided to go elsewhere.

This place is terrible!!! Only 1 receptionist!!! Every body in lunch, if try to do appointment over the phone : good luck!! Their answer machine are always fool!!! The staff is rude, I believe is because people attending this facility are terrible rude!! They take a men immediately because he start to scream!!! Solution:They need more staff , 2 lines for people with appointment and walk ins !!! No recommended !!! read more

ABSOLUTELY TERRIBLE SERVICE. I've been trying to make an appointment for months now I had an appointment today but upon arriving I was told I had to make another appointment because a machine wasn't working. Was told I would get an appointment on a certain date but my paperwork says a different date. Absolutely ridiculous. read more

Horrible horrible!!! I have yet to visit this location I'm only posting here because the Covina location has no place to put a reviews, at the end of the day they're all connected. Unbelievable over 40 minutes and the amount of times I had to call just to 1. Find out if any location close to me had x-ray available for today, 15 minutes on hold to eventually get hung up a few times. Then calling to speak to a supervisor in regards to their so called "Professionalism" because when you're placed on hold the recording constantly tells you how professional they are and care about your health. Such BS on their part, extremely unprofessional. read more

See all

Lousy, lousy, lousy, I keep calling and getting transferred. I get disconnected and given different extension numbers. This is their last chance, or I will find somewhere else to get my MRI...This is horrible service! read more

Here is my revised review, after I left my review I was contacted by the manager to review my experience. She apologized and made quick accommodations to fit me in for a CT scan. This made a world of a difference the manager came out to great me when I arrived the second time and got my test done quick and easy thanks to the manager Carmen . read more

Centrelake Imaging - Diagnostic Imaging Near Me - Pomona, California

Use this place only as a last resort. Centrelake Imaging does NOT answer a phone call. Centrelake Imaging does NOT return phone calls when a call back number is provided. This is a medical facility dealing with people with health issues but Centrelake does NOT ANSWER THE PHONE. B. O. Star rating is zero--- read more

When you have been trying to schedule an appointment for high tech imaging for weeks and also try their web portal but not response as of today. So disappointing! read more

Centrelake Imaging - Hold time and no response a whole hour!! - Diagnostic Imaging Near Me - Pomona, California

This place has awful customer service. The older lady at reception is so rude, condescending, and mean to the patients especially the Spanish speaking ones. My appt was at 11:15 and I've been waiting for over 30 minutes. This was my second re-schedules appt as they failed to mentioned the first time that they don't allow children. I would love to get the managers name to file an actual complaint instead of just leaving a review. read more

I came in for a xray and I have been here for over one hour and a half. Just went up to the receptionist and complained cause everyone else is being called in other than me. Avoid this location if you are having a xray! Go somewhere else. Horrible service! read more

There services are bad . You cannot get a hold of no body when you call . Your on hold for ever nobody answer what kind of medical facility place this is they switch your appointment time without notifying you all bad I strongly recommend. Do not go to this place. Please stay away. read more

Be ready to be yelled at. They will hang up on you couple times while trying to schedule your appointment. I recently had the unfortunate experience of dealing with what can only be described as the epitome of bad customer service. The encounter left me feeling frustrated, disrespected, and utterly bewildered by the lack of professionalism displayed by the scheduling department. It was a humiliating experience that left me feeling angry and devalued as a patient. It is truly a shame that a company would allow such behavior to go unchecked, as it reflects poorly on them. In conclusion, if you value respect, professionalism, and basic decency in your interactions with businesses, I would strongly advise avoiding this particular place at all costs. read more

I was glad to see the owner respond to my review. Too bad that after 3 requests, I can still not access my records. I have given the staff my correct email address 3 times and they still have not sent the link to their portal. I will certainly as far as Pasadena if need be in the future rather than ever go back to this facility. I was able to reach out to my physician and schedule my sept scans for full body pet/ct at another location. It is much less convienent but at least I will have access ti all reports. read more

I went into Centrelake Imaging in Pomona yesterday expecting long lines and delays but I was wonderfully surprised by a dynamic and well-organized team of professionals. Everyone from the receptionists through technicians (MRI and X-ray) were friendly, informative, and "on-game". I thought that since I had an appointment for MRI but just a general order for the spinal x-ray, that the first might get done on time but surely I would be in a long line for the x-ray? Nope. I went smoothly and quickly between the departments with no waiting in between. I brought along a book that I never got to read, LOL. Call them if you have any trouble locating the building. David J. Dunak CLS read more

This place is the worst. No one picks up the phone. Ever. Also, their voicemail box is full. Then you try to go to confirm your insurance and authorization and they are so rude. Do not go here! read more