11815 Northfall Ln # 104, Alpharetta, GA | Directions 3000934.068563 -84.306637
I will say these reviews are spot on. The customer service is horrible. I came in for a gender check in early September and purchased the CD. The baby was not cooperative and we didn't get any images. We were given the option when we checked out to come back for the recheck in two weeks. We scheduled the appointment and arrived at our 2nd appointment .We were taken back and there were two techs in the room one a trainer and one a trainee. The trainee didn't know how to capture the images of the baby and was having a difficult time getting the pictures. We had a few good shots at the very beginning, but got nothing because the trainer was on busy texting on her phone. It was clear to me that she was not focused on getting the image and thought that the other person could handle it. The trainee recognized after several minutes that she was not going to be able to capture the images and handed over the equipment to the trainer. Mind you , you only get a 10 minute timed session. After that the pictures were horrible. The trainers phone rang in the middle of the session, althought she didn't answer it, it was not on silent and it was very distracting and unprofessional. We never did find out what gender our baby was, and only had 5 pictures on the CD. All black and none were good enough to pay 80.00 for. I understand baby's aren't always cooperative and honestly, I'm not upset about the images. I'm more upset with the lack of customer service at the facility and with the manager. See below.
The next day I called and spoke to the manager. He was very condescending and had an excuse for everything. He told me i was given a free cd and pictures because I was only supposed to get the recheck. Although, we left the first session with nothing. He said that we had two options we could have the free recheck or we could pay an extra 25.00 sitting fee when we came back and have images done, if we chose not to take the CD and photos. We were not told of this option the first time. He said that the tech who was training could have been on the phone for technical issues. And that she had been there for 10 years and plenty of people were happy with her. She knew what she was doing, but she was on the phone and not getting the pictures or capturing the pictures that should and could have been captured. She was not supervising the trainee and making it an experience for us to remember.
I read all of these reviews hoping my experience would be different and I found out that it was not. These people are right. Had it been an awesome experience, I would have added a positive comment.
Do NOT give these people your business. I was supposed to get a CD of pictures from my ultrasound and bought the DVD video as well. Well, the next day when I opened the case, there was no CD and the DVD only had 6 seconds of footage (that was just a b&w video of the womb). The number for the place is apparently a corporate number, and the guy on the phone was trying to blame US for there not being a CD (we "lost it or it fell out of the case", not possible, never opened it til then) and telling us there must be something wrong with our DVD player (I tried it on the regular one and the computer). What kind of customer service is this?? Unbelievable how rude and unhelpful these people are, especially when you're shelling out a lot of money for their services.
We went to Baby's First Images during my 18th week of pregnancy to see if we could determine the gender of our baby. We could tell the tech had a difficult time determining the gender but still told us without question that it was "definitely a girl." My ultrasound at 20 weeks at my OB's office clearly stated the opposite. I called Baby's First and explained that the tech should have at least offered us a redo (which is their company's policy if the tech is unsure or the baby is not cooperating). The man who answered the phone may have well been a used car salesman (which, by the way, is probably not the kind of employee you want to be the voice of your fetal ultrasound facility) from the way he had a comeback for every concern I had. Almost as though he were making things up as he spoke. No offer of an apology for my dissatisfaction. No offer for any kind of compensation or discount on future services. He stated that the company is "all about customer service" but that I should have been the one to ask for a redo at the time of service and not the tech (even though their policy states that if the tech is unsure, they will offer a redo). Sure, they are all about customer service UNLESS it interferes with their money. If customer satisfaction was their goal, wouldn't you want your customers (who incidentally keep their company afloat and will hopefully spread the word that yes, this is who you want to get an ultrasound from) completely satisfied?? What a joke!
I ALSO had a terrible customer service experience with the gentleman that handles their emails! I called and asked for a manager and I get the feeling I reached the same rude guy who handles their emails. Our phone call got to the point where I had to raise my voice because he would not let me speak and was just plain old rude when I complained about the way my email was responded. I decided not to give them my business and instead chose to do business with Images From the Womb. Their customer service was ABSOLUTLY fabulous. Needless to say, I have just scheduled my 2nd visit with them!
Whoever handles the emails that come in, along with their Facebook page, needs a serious lesson in Customer Service. If I could include the picture that I took with my iPhone of what they said to me on Facebook PUBLICLY I would post it here. FYI they do a monthly contest where whoever posts a picture of their ultrasound for that month and gets the most "likes" wins a free ultrasound session. I did that for the month of March and a winner wasn't picked as of today, April 23rd. So I posted on their wall "When will you be picking a March winner? :)" They responded to me and then also made their status message that they did not notice any likes for any pictures in March so they would be picking a March/April winner. I responded on that post saying that I was a little disappointed b/c I'd gotten my friends to vote and had 40-something votes as of March 31st but that I'd keep my fingers crossed for the March/April winner. They responded with "No whining please." Um.....excuse me???? I simply stated that I was disappointed but looking forward to a future announcement and you call me a whiner??? They then deleted the comment...then deleted the entire post. But not before I caught a picture of it on camera. I decided to email that picture to all of the locations with a note saying how disappointed I was to be treated that way and would not be coming back to any location b/c of it. My response back from them? "You're making too big of a deal out of this!!! Please stop!!!!!" That is NOT how you respond to an upset customer. And to think it all started over a simple comment on Facebook. I think the office that handles their Facebook and incoming emails is absolutely unprofessional and after researching reviews online (including with the Better Business Bureau) and seeing how much negative feedback has been given to them due to their customer service...I highly advise you to choose somewhere else that will treat you in the best way possible since you are already in an emotional time in your life!!
I want to take a moment to thank Chris for all that he has done for my daughter and our family. We had originally had an appointment with another company, but when we arrived their office was closed. We called them and they would not answer. We had our family all together and was desperate to get in somewhere. We called Baby's First Images and spoke with Chris and he worked his magic and and in no time had us an appointment at the Lawrenceville office. When we arrived, the staff was amazing. We knew they were staying late for us, but you could not tell from their demeanor. They took their time and treated us so well. Our ultrasound tech was very patient and informative. She explained things to us and we got some really amazing images. Ultrasound has really come along way since my pregnancy and the images we got at Baby's First Images were amazing. I know my daughter has been recommending you to all her pregnant friends and I tell every pregnant mother I see too. We are so thankful for the kind and accommodating service we received. Thank you!
Fantastic Experience :o) .. My husband and I went this weekend for our Gender Determination Reveal and had a wonderful time. The receptionist was extremely nice as was the technician. The technician took her time with us and was easily able to tell the gender of our baby. We had plenty of time to "ooh and ahh" at our precious little one on the big screen. This was a wonderful experience and I'm so glad to have had this opportunity with my husband- he won't be able to make it to my doctor's appointment, which would have been the day we found out the gender, so this facility, their flexible hours (open on Saturday's too) allowed us to experience this magical moment together. 5 stars! Thank You! Highly Recommend - we went to the Alpharetta GA Location on Northfall lane
Nightmare – We went to the location in Lawrenceville while in town visiting family. The experience with the girls working there was fantastic, and everything was going great until their printer started giving trouble. When the girl at the counter tried to call her boss, Chris, for assistance he was anything but helpful. He did not assist her over the phone and refused to come in and offer any help with the growing crowd becoming impatient with the delays. We spent close to three hours trying to resolve the issues, but Chris only offered us the option of returning for our pictures on Saturday, which could not happen as we are leaving on that Wednesday. When we asked to speak with Chris, he refused. We asked for a refund, seeing how we paid in full at the beginning, because they could not complete the services that we paid them for; he said if we have a problem we are welcome to leave. Chris is a downright coward, unprofessional, and dismissive to concerned customers who would have returned be it not for his disgusting attitude which had my pregnant girlfriend near in tears.
A moment that should have been precious to us was trampled on and stolen by the tyrant, thief of an owner: Chris. I would like to give this business 0 stars, and I will spread my review to every site available to me. NO ONE SHOULD SUPPORT THIS BUSINESS while there are so many affordable, proffesional, and compassionate businesses in the same industry.
very poor customer service... TOO RUSHED!!! – I should have known not to go to baby's first images when i called to ask a question about setting an appointment and the man who answered the phone was very rude and hung up on me. To start our appointment was supposed to be at 8:15 and we waited well over 45 minutes for the appointment. the technician who performed the ultrasound was very rushed and in a hurry to finish. when it was time to review the photos to choose which ones we liked, we were also again rushed. we were told we would be shown the photos only twice on the computer. my husband and I were given a sheet of paper and pen each and told they would go through them and we should write them down as they read the number of the photo down. to me this was very poor customer service. when we reviewed the photos they were very poor quality. it seemed the technician didn't care what the pictures looked like she took. most of them the baby's hands were in his face and could not even see his face. The whole experience was just not enjoyable. My husband and I went to another 3D ultrasound place called baby vision early in our pregnancy and were very pleased with that experience. i guess we should have stuck with them again this time.
Returning client – I just wanted to take a moment to thank everyone at Baby's First Images. When I came in for my session, my sonographer noticed something that my doctor had not that actually saved my baby's life. The sonographer assisted us to the car and directed us to the emergency room. Once there, the doctor also saw the baby's condition and performed an emergency c-section. The baby is fine and we are all doing well. Thank you so much as we do owe our baby's life to you.
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