The customer service a little hard to find. But the communication on what to expect was excellent.

Horrible system of trying to make appointments. On hold over 15 minutes, then in a queue for cal back. They call back you miss call and start all over. Two days and still can't get appointment set. On home as I write this!!! Horrible!!! read more

From my daughter the patient. 10/10, y'all were pretty great. the lady at the front desk was really kind and welcoming, the lady who got all my arm stuff done was very helpful, and the dude doing the mri was very attentive and accommodating. the experience itself wasn't all that great but i think y'all made it so that im not worried about having to go back :)" read more

Everyone at the North Dallas was very friendly, knowledgeable, kind, and considerate. They explained everything well and made sure I was as comfortable as possible during a 45-minute MRI. From the Front Desk to the staff who administered the test everyone that I dealt with was Top Notch! The only area needing improvement in my opinion is the automated phone and text system. The text messages do not identify who you are and trying to place a phone call to ask a question, confirm an appointment, or return a call from the staff is a nightmare!!! With great staff, an investment needs to be made in an upgraded technical system to help support them! read more

(Dallas Office on Hillcrest) I was underwhelmed. The staff were not rude, but also not particularly friendly. The MRI tech was courteous. The environment is incredibly bland and unwelcoming, and I wasn't happy about having to sit in a waiting area with men while I wasn't wearing a bra after I was taken back to prep. There wasn't a lot of privacy anywhere; doors to X-ray and MRI rooms were open, and in at least one instance I could see a tech working with a man who was about to have imaging done. The changing rooms were small and the bins for the used gowns and paper shorts (trash) were overflowing. The disc with my images that they gave to me can't be read without specific software, which was not provided (the last MRI and X-rays I had done elsewhere and for other reasons were also on a disc, but the software needed to open the images was on the disc also so that I could view them at home). There was no communication from the imaging office about how the images would get from Prime to my doctor's office (i.e., whether I had to deliver the disc or if they are delivered electronically). This disc is useless if I go get a second opinion and the other doctor doesn't have the software either. I am going to assume that the doctor who ordered the images will be able to access them, but I will request a different imaging center if I ever need another MRI. read more

I don't have any issue with the medical service, my review here is to raise awareness of the billing system. I had to do an MRI on March 1st and got charged on that day $452.10. After a week I checked my insurance claim, and it shows that I need to pay only $74.11. I called the imaging center billing office on March 13th to explain the case and that they should refund me $377.99. The billing representative said that she was the only one working in the office and handling 10 locations. She said that she will send a refund email that day (March13th) and it will take about 30 to 45 days to receive a check by mail. Almost four months and I didn't receive anything. I called the imaging center billing office (Jennet) I called today July 17th and she said oh okay I will send the refund email today and it will take about 30 to 45 days and you will receive a check by mail. I asked why I had to call to follow up on my refund, she responded I don't know who you talked to last time. I asked how many people are working on the billing office, she said we have so many. The mistake I did is I didn't take a note of the person's name I spoke to at the first time. The billing system knows who need refunds that's been setting there for 4 months, but they didn't send it. Let's see if they will ever send it. I don't know how many people are falling on this trap read more

Mi experiencia es...que fui hacerme un rayos X,presented mi aseguranza y aun asi me cobraron $400.00 eso fue en febrero....todavia no me regresan mi dinero y dicen que no saben nada.... read more

Today, I had an MRI with PRIME DIAGNOSTIC. The experience at their facility was remarkable. I'm a 70 year old and with that being said, it's pretty hard to impress me. But I must say THEY DID! Unfortunately, I didn't get the names of the receptionist and the MRI technician, but they truly went out of their way to ensure I was comfortable and answered any concerns I had. Not at any time was I "discarded" or felt like "just another patient." It was obvious to me that these ladies take their jobs(and patients) seriously. I can truly say that today, CUSTOMER SERVICE WAS AT IT'S BEST! PRIME DIAGNOSTIC IN BENBROOK IS THE ABSOLUTE BEST! Thank you, ladies! read more

As with any testing there's a certain level of nervousness. Reception desk employees not so courteous. But technicians doing the testing were great. They were very professional and talked me through the whole process and explained everything clearly. Were there with me every step of the way to reassure me that everything was alright. read more

Prime Diagnostic Imaging - Diagnostic Imaging Near Me - Dallas, Texas

Short wait time, greeted nicely, & the technician couldn't have been better. They have a lot of people running in & out of there for a number of things, and with that in consideration I give them a 5 of 5. I will definitely come here again for any imaging i may need (hopefully that will be never!!), and i really appreciate the attentiveness they provided! read more

The front office guy was very friendly and considerate. He went out of his way to ensure you felt welcome. Janine, my radiology tech, was absolutely a lifesaver. I get uncomfortable and anxious, even in the large bore MRI machines, but she made the experience much more bearable and her encouraging personality was the difference I needed. I recommend! ***It is true that they schedule you 30 minutes prior to your actual appointment, which is a little frustrating. I understand the need to be on time as a clinic, but maybe 15 minutes would be less exaggerated for customers. read more

I got an appointment at 8:15. They help everyone on the waiting room but me, including a patient that arrived 30 minutes after, because she was having an MRI and I was just for an X Ray. I guess it is about the cost...will never go there read more

Prime Diagnostic imaging on Hillcrest& Lbj is so far the best place. The staff at the front best we're so helpful, friendly and professional. Sonographer Jennifer A. Is one of a kind. She is soft spoken, professional, patient, very understanding and reassuring and topped it with some sense of humor which made me laugh! Jennifer is a gem and I highly recommend her and recommend Prime diagnostic. Thanks for the great experience I encountered. N.A read more

Prime Diagnostic gets you an appointment in a timely manner and doesn't make you wait in the waiting room forever.

Having had several imaging experiences, I was pleasantly surprised at the difference here.. From the front door to the finish, very courteous and professional.. They checked on me numerous times, and was the opposite of all that I have had.. I recommend them to everyone... Good experience... read more

I took my elderly mother to the Hillcrest location to have an MRI. When making the appointment, I was asked a list of questions, one of the questions was if the patient needed any type of physical assistance. I informed the person taking the appointment, that my mother had limited mobility, that she would not be able to raise her arms past her elbows due to excruciating pain, caused by torn tendons on both her arms. I asked to please make sure that it was noted, I informed them how important it was that the technician know this before hand. I was assured that it would be notated, I need not worry. The gentleman making the appointment was very patient and understanding. I felt at ease that the information would be noted. Why else would they bother to ask, right? Apparently, that was not the case (so they say). On the day of the MRI the technician, by the name of Alexandra, insisted that my mother raised her arms above her head. I informed her that she was not be able to, and that this should have been noted/informed prior. To begin with, the technician was not friendly at all, after informing her of the limitations, and that my mother would not be able to raise her arms, Alexandra showed her true colors. She was rude, condescending, and very impatient with my mother (My mother is 95 yrs old). I had to step out of the room in order to start the MRI, before stepping out, I stated once again that my mother could not raise her arms past her head. As I was walking out she pointed to me and very rudely stated that I had to go wait in the room down the hall. I guess I didn't move fast enough for her.....she tapped my shoulder and pointed to the room. I turned to her and informed her that I knew where the room was and that there was no need for her to touch me nor direct me. I stood at the doorway of the room (not trusting the technician). I noticed that she went back inside the room where my mother was, ready for the MRI.....where I had just left her, with her arms folded at the elbows. I walked out of the waiting room, I went straight to the room where the technician was, overlooking the MRI room from a large window. The first thing I noticed was that my mother had her left arm above her head! I was livid! I firmly, and loudly reminded Alexandra that my mother had torn tendons and raising her arms past her elbows causes her excruciating pain. She answered by directing me to the waiting room, I informed her that I wasn't going anywhere, that my mother was under my care and therefore my responsibility. The commotion caused another technician to take notice, she asked what was going on. I had to explain all over again. This technician stated that they are not informed by the appointment personnel of limitations nor any other information.... which I find hard to believe, why else would they bother to ask as many questions as they do. This technician threw the appointment personnel under the bus. I was ready to take my mother with me and end the MRI. I've noticed that the technicians there, do not have patience for elderly people. This was the second (and last time) taking my mother. I have informed my mother's doctor of the treatment she received, and how I have noticed the elderly people are treated. read more

The Hillcrest facility misread my mother's cancer scans on two separate occasions. They completely missed the tumors on the radiology report when there were clearly cancerous tumors present, causing my mom's oncologist to tell us that she was in complete remission, when in fact she still had stage 4 metastatic cancer. It was devastating to receive that second call with the bad news both times, and completely unnecessary. The UTSW doctors caught the mistake after reviewing the scans, not Prime. This happened at Christmas 2019 and again in July 2020, with two different radiologists. There is a major quality control issue with this facility. I have called the facility three times with no response and no apology. read more

From the front desk to the back the employee are very rude. I was called to the back and she just kept yelling my name I said yes but she just kept yelling , do she not know that people come hurt or injured we can't move super fast. I will never go to that prime again. Bedside manner is horrible. The guy at the front desk was super rude too. They don't ever have to worry about me coming back. I'll tell my doctor don't send me to any of them I'll go to UTSouthwestern before coming to them again. read more

Very friendly and efficient staff. I arrived 30 minutes early and was quickly given my paperwork to fill out. Before I had the papers done I was called back and only had a short wait before my MRI. If I ever need another one I will try to get it done here. read more

Prime has a big problem. I'm not sure but it may be due to being way understaffed especially in the radiology department. My physician recommended Prime for an ultra sound procedure and I was quickly booked and had the procedure the next day. Now I'm waiting after One week for results even after talking with Prime today who had indicated results are typically available one to two days after the tests. My doctor confirmed today that no results have been received. This is unacceptable service and could be life threatening due to severe delays in radiology results. Do Not Use Prime if you Need Quick Results! read more

my appointment was at the Grand Prairie location the staff was beyond amazing... the gentleman that did my x-rays, was very knowledgeable, fast, and made me feel very comfortable!!! id definitely recommend coming to this location!!! read more

I've been trying to get a hold of someone via phone for a week now. They have horrible customer service and the lady who finally answered the phone has no clue what she's doing. read more

I wish I could give more than 5 stars here. I was recently seen for a scan and was treated exceptionally well be the staff and the facility was clean and well kept. They got me scheduled quickly and I was taken back right away. Once in the back you could tell that the technicians really care about what they do, everything was explained to me and I was treated with care and compassion. Props to the guy who started my IV, I'm usually a hard stick but he got it the first time and I didn't feel a thing. I would definitely recommend this place to friends and family. read more

We needed standing x-rays done on someone who could barely stand, not a great situation. The tech at Prime was awesome! He was so helpful and compassionate it was unbelievable the care and effort he took to get us through a very difficult process!!! read more

My doctor ordered an MRI. I am claustrophobic so unable to do a regular MRI. I was scheduled here in a large bore MRI machine that inserts you feet first. The people were easy to schedule with. I was able to have the test done within a week of the doctors order. (It was not an emergency). The front desk is friendly and professional. The wait times for a call can be a little long but they offer the option to call you back in the same spot you are in line--and they do call back. The medic that took me back was very nice, friendly and again very professional. I discussed my concerns with the MRI tech who was very understanding and did everything possible to alleviate stress. They kept me informed of the time frame of each part of the test and checked on me in person between portions to make sure I was comfortable. I had arrived early so when my test was completed, I asked him if he could put me in the machine as far as it would go just to prove to myself that I could do it. He was very accommodating and very understanding. I would definitely recommend this place if you have difficulty with a regular MRI. read more

I am not a fan of any form of doctors visits and testing. I suffer from 'White Coat Syndrome'! Same anxiety when you take test! However, everyone at Prime Imaging was nice and made sure I was comfortable. I am allergic to contrast dye so it always takes a little longer to get enough images to get a proper diagnosis. I also was experiencing major abdominal pain cuz of the position I was in. Luckily, my Technician gave me a ball to squeeze if I became distressed. I have never had a way to communicate like that in previous MRI's. They also offered headphones to help cut the noise the ear plugs don't cover. Of course, I am used to the obnoxious sound so I use it as a lullaby! You can't take pictures of the interior (HIPPA) but the facility is VERY CLEAN! They have Covid-19 protocols in place and they clean every pen, chair, and doorknob right after someone touches it. Everyone was wearing mask and gloves. I'm not a fearful person because you can't stop death as a general rule of life. However, for those worried, they've got you covered on the germ control. So, if this place is in your network, and you have choice, use Prime Imaging for your MRI needs! read more

In the year 2022, these geniuses only use CD-Rom technology or fax machine to share high-tech visual information. This is nuts! No one has cd-roms anymore! Put it in a jump drive, email ... do something that is actually smart! read more

The Hillcrest location has gone downhill since they remodeled. They run people through like cattle. I brought my 85 year old mom in for an MRI. They put her in the machine and after 20 minutes told us the machine wasn't working and could we wait while they fixed it. We waited 30 minutes, they put her back in the machine, then 15 minutes later told me it's still not working and we needed to come back. At the front desk as we discussed rescheduling, I asked the front desk lady if we would be guaranteed the machine would be working when we came back, and she said no. Why in the world would we then reschedule? We wasted 2 hours, exposed my 85 year old mom to a clinic environment for 2 hours, and now we are having to start all over with another clinic because we had such a gad experience here. It takes 4 days to verify her insurance, so we were put a week behind getting this MRI done on her back. In the mean time she is in a great deal of pain, and we are just counting the days to get this completed and move forward with her steroid shot treatment so she can get some relief from her back pain. Prime Diagnostics needs to understand these are people's lives they are dealing with, and their mistakes and inability to manage their equipment can ultimately cause suffering for people. Very frustrated, and WOULD NOT recommend them. read more

Dr. Fritts was extremely attentive and thorough during my visit. He made sure all of my questions were addressed and explained all of the diagnosis very clearly. Great doctor, definitely recommend him. The staff made sure I was taken care of and were very organized. Clean space with good ambience. read more

If there is a way to give a negative star, I would have done that. Had a very traumatic experience at this location all because the person who scheduled my appointment gave me the wrong information. I try as much as possible not to have transvaginal ultrasound because it is usually a painful experience but I had to have it again today and was referred to this location. A lady scheduling appointments called me and told me to drink 2 bottles of water before the appointment of while I did. Only to get there and was told they needed my stomach empty. Apart from the pain that usually comes with it, the lady performing the ultrasound could not see what she was looking for because of my full bladder and had to pause for me to go to the restroom and start all over. It was a very painful and traumatic experience, I will never make the mistake of ever going to this location again, for any reason. read more

It's 19:00 as I write this while waiting for my 18:00 appointment. Came in early as requested, filled out paperwork and, of course, paid in full up front. Everything that needs fixing with the IS Health Care system is on display in this office. Avoid. read more

Company charged for imaging that the insurance did not approve. I paid for the entire service not knowing that the insurance already informed Prime that they were not approving one of the imaging. I called Prime in September of 2021 and requested a refund. It is January 2022 and I still haven't received the refund. They are claiming that it will go in the mail within 5 days. Never again. read more

Date of Service: 12.07.2021 Time of appointment: 4:00 PM Service: Ultrasound Office Address: 6000 W. Spring Creek Pkwy #Suite 150, Plano, TX 75024 Hi everyone I am sharing my story with you just for inviting the public conscience for judgement. The patient was my wife. I got leave from my job to accompany her during her ultrasound because her previous test showed something and it was important for me to accompany her. I was just in the facility parking lot at 15:52 that my wife called me from the Center and said she was going to the ultrasound room and no one could accompany her. When I got into the waiting room, my 10 years old daughter was sitting there. I asked the receptionist to let me join my wife because of her worries and anxious. Receptionist said there was not enough space in the room and the ultrasound was already half the way. I told her I could stay outside. She was reluctant to call the technician so I reminded her again after about three minutes. She called and said the ultrasound was in the half way and she would take me in after 10 minutes. I told her it was not going to work because by then everything was done. In the mean time, there was another patient going inside with an accompany person. Then, the receptionist got busy with the registration of others. My wife came out after about 10 minutes. Receptionist was still working. After she was done, I asked the name of the technician and her. She wrote just the first names (Aleeve and Whitney). I asked her for the last names. She just added K to the last name and said she was not comfortable to tell me her last name. I got very upset and said I needed to see your supervisor and she said she was the supervisor. I was really surprised. I said by then I was so frustrated. I needed to send a formal letter to the top guy of the company and it was not working just with the last name initial. I added if she wanted I would send the letter with the initial but I would tell the head guy that she refused to give me her complete name. She gave her last name ultimately, Then I asked for the last name of the technician. She went to the back. After about three minutes she came back and said the technician had already gone so she was not able to get her last name but only one person with that name of Whitney was there so there should not be any problems. Immediately after she finished, a lady with the scrub appeared in the window and revealed the last name of the technician. I heard a person objected her from the back. The receptionist closed the window and went to the back. I heard some arguments among them. It seemed to me that the person in the back might have been the technician who did the ultrasound on my wife. There was also a big question for me if the receptionist was the supervisor, why she did not know the last name of her employee. Next day, I called the customer service and found that the receptionist was really supervisor. I emailed a letter of grievance to another supervisor called Samantha Calero and also called her and left a message. I also got a text message of "HOW WE DID?" and I put a low rating for that. After several days a guy called John Eppolito called me and left me a message. I called him at least four times in different days with voice messages and notes through his colleagues but he never returned my calls. After several days samantha called me and just tried to justify what receptionist did. She said it was because of Covid and I said she never told me such a thing. I asked her to answer my email formally as I sent her an email formally. She never answered my email in spite of my follow up. It is really disappointing. I believe what the receptionist and technician did with my family and I was unfair and subsequently what their team did was unprofessional. I also realized that there has been a high number of low ratings for them read more

They had a really professional, friendly & helpful staff. The location was very clean an neat. The only drawback was that the equipment was VERY loud. Even though they gave me earplugs-it was extremely loud. No napping here but for the $$$, they can't be beat read more

I received outstanding treatment from the front desk to the technicians to the radiologist. I would HIGHLY recommend Prime Diagnostics to anyone. This is Grade A +. read more

The place was large, clean and quick. I was a few minutes late to my appointment but they got me in the back rooms pretty quick as they have a lot of machines to move people. I would suggest you get there early and not be late as this may make you be there longer than you like. The people were awesome and very caring, they kept me very informed every step of the way. The techs were spot on and my imaging is exactly what I needed and them some. Once I was done with MRI, I got my disk pretty quick and my results were sent to my doctor as well very quickly. I'd use them again. read more

The staff and techs did a great job for my wife. Her MRI w/ and w/out contrast went very good. However, I called to get a copy of the radiologist report and was told I had to fill out a form and wait up to 30 days for my copy. When asked why the 30 days I was told it's a company policy. I then exited the call. Apparantly Prime management believes I don't need medical record. If the doc wants to use them again I'll request another facility. read more

I was left waiting for over an hour after my appointment time. I arrived early enough to complete all paperwork by my the appointment time. They had actually called me to move my appointment from 3:30 to Noon, so I accommodated their request, yet they showed no respect for my time. I am an hourly worker, so I was losing income or having to make up this time after hours. DISRESPECTFUL! Not recommended. There are plenty of other MRI places around town. read more

Long, long wait....was told there was only one patient ahead of me....so far I've seen four go in ahead of me... my patience is running thin..... read more

Nice staff, but the wait times were ridiculous! They purposely overschedule and you have to wait 1.5 hours before the procedure.