ComplaintsforSMI Imaging LLC

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/27 I had an appointment for a CT and ultrasound. After arriving at 9:00 and sitting at the Greenfield location for over 45 minutes I was told that the scheduler told me the wrong time to arrive, and that my appointment wasnt until 1030. I had been fasting for 11 hours by that point. My moms card was charged that day for $308 for services that I never received. I told them that I was not going to wait for another 45 minutes. And that I was going to go somewhere else and to refund our money. They refused to give me a refund in the location and handed me a business card for their operations manager. My ********** tried calling their operations manager a matter of 10 times or more in the last week and left numerous messages to never receive a callback. My mom has spoken with numerous supervisors regarding the refund and nobody can give us a straight answer. Weve been told that she will receive a refund in 3 to 5 business days directly to the card we used and that has not happened. I have been hung up on multiple times, the customer service representatives and billing service representatives are rude and unhelpful.

  Business response

  04/13/2024

  Hello,

  Thank you for bringing this to our attention. We have addressed this with all staff involved. The site manager is going to reach out to the patient to go over any concerns and inform of the refund status. 

  Thank you,

  ******************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company did an MRI on me and charged one of two insurances, then they build me $129 because they did not submit the rest of that bill to the ******** that was in effect during the time that I had the **** The ******** card that they did not submit for, requires the company to submit the bill through their online system, A system that I do not have access to, but the company continues to tell me that I need to submit to ******** for reimbursement. This is not true ******** does not reimburse patients, they pay the patient's bill. I do not have contact information for ******** Billing System but they do, and they refuse to submit the paperwork, but they keep sending me a bill month after month and calling me and harassing me and then hanging up on me when I'm trying to explain to them what to do to get paid

  Business response

  04/11/2024

  Hello, 

  This issue was looked into, a billing member spoke with **************** and was able to the information that was needed to make adjustments. I called and spoke with him directly to follow up on this request. This issue is resolved. Billing statement will be sent out once everything has processed through. 

   

  Thank you, 

   

  **************** 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a CT scan on 8/30/23, as ordered by my physician. The staff at the facility were professional and did their jobs - my complaint is not with the facility, but a financial complaint. I have paid SimonMed a total of $386.73, the amount listed as my responsibility on the *** from my insurance provider - see attached *** and receipts. Although I have made all payments, they will not recognize $290.13 of my payments and continue to bill me for this amount. I have sent them copies of these payment receipts and requested they apply these payments to my account, but they will not. I have made a total of two phone calls and have written them 4 letters.I request only that they apply the payments I've made and stop sending me invoices where they threaten to send me to collection.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Patient was seen on 1/2/24 at SimonMed Imaging - ***********. A payment was made in the amount of $1,202.04 by Debit Card in the office on that date. The *********************** claim C401108920 was completed on 1/25/24 noting the following:Amount charged $3,341.00 Amount allowed $1,159.80 Deductible $915.84 Coinsurance $48.79 Amount paid by plan $195.17 You Pay $964.63 The patient's responsibility is only $964.63, not the $1202.04 paid. As a result, an overpayment was collected by the SimonMed office. A refund request was emailed to SimonMed billing on 2/23/24 and 3/23/24. SimonMed was contacted by phone three times and email follow up three times to check on the status of refund. To date, no refund has been received. Patient was also seen on 1/4/24 at SimonMed Imaging - Casa Grande. A payment was made in the amount of $778.22 by Debit Card on that date. The *********************** claim C401710480 was completed on 2/29/24 noting the following:Claim numberC401710480 Service date01/04/2024 ProviderOMID ******* MD Amount charged$2,444.00 Amount allowed$2,444.00Amount paid by plan$0.00 You Pay$2,444.00 The patient's responsibility cannot be accurately determined at this time as SimonMed used an out-of-network provider to bill the claim and AmeriBen denied the claim as a result. SimonMed was contacted twice by phone to request the claim be resubmitted to AmeriBen using an in-network provider. Both times, SimonMed stated they were resubmitting the claim with a new provider and to ignore the patient responsibility amount. To date, no additional or revised claims have been submitted to AmeriBen for processing. AmeriBen pre-authorized both procedures with SimonMed prior to the service dates. On 4/2/24, SimonMed stated by phone that they would not issue the refund for the 1/2/24 service date until the 1/4/24 claim was resolved, and were now refusing to resubmit the 1/4/24 claim. The refund is now being held without any resolution action.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi: I received a bill from Simon Med Imaging for services rendered on Feb 23, 2023. Total of the bill is $1,185.00. ***** Imaging submitted this claim to ***************** which my health insurance lapsed coverage for Feb/March 2023. When I received this bill I called ***** Imaging to correct this problem and to give me the patient pay price. They said once its billed they cannot negotiate the price. This is unfair practicethe only thing they could do is put me on a payment plan - which I feel is ridiculous because they overcharged me in the first place. I have been calling every month to try to resolve this matter and each time the representative will tell me someone from our back office will call you back within 72 hours. I have not received any phone calls from Simon Med Imaging to resolve this matter. I have read many patients have had problems with this company and the only way they resolved it was to get BBB involved or to hire an attorney. This amount does not justify hiring an attorney so I hope you all can help me resolve this matter. I would like to negotiate a reasonable rate and I will pay it immediately. I thank you in advance for your assistance in this matter!! Best, **************. 818-648=1174 - Mobile

  Business response

  04/17/2024

  Hello,
  
  In reference to this complaint we have reviewed and adjusted the patients account to be a self pay patient. Patients balance is $255.00. Patient was called and made aware. 
  
  Can we get this resolved. 

• Initial Complaint

  03/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 23, 2023, I had MRIs conducted with simonmed imaging of *******. I was required to pay $209.86 for visit. When processed by my health insurance, Aetna, they determined that my responsibility was $71.25 for each procedure which would make the total for my part of the bill at $142.50. Therefore, I should have been refunded $67.36. On September 28, 2023, I had another procedure at simonmed for which I paid $209.45. When processed by *****, they determined that my responsibility was actually zero. Therefore, at that point Simonmed med owed me a total of $276.81 ($67.36 plus ******). I made several calls to Simonmed billing in an attempt to get my refund. Finally, on October 19, 2023, I received two credits on my original form of payment for a total of $276.81. I thought the issue was resolved. I was wrong. I will also mention that Simonmed also sent checks out for same amount, however, I did not cash those checks because my credit card had already been credited. Simonmed continues to send me statementsI received one from 12/4/2023 for $138.61 and one from 3/29/2024 for $209.86. I have been dealing with Simonmed for months with no resolution. Apparently, this business has a history of poor billing practices. My records indicate that I owe them zero and they owe me zero but I want my account to show a zero balance and for them to to stop sending out bills every few months for different amounts in hopes that I will just pay. I feel I am being harassed.

  Business response

  04/18/2024

  Hello,
  
  
  Upon reviewing account, we observed that patient has been refunded for credit twice. Since the CC refund transaction has been posted and also the manual check refund is being issued, account created the open balance. Since patient confirmed that he didn't cash the refund checks, we voided the refund checks on account and adjusted the patient credit to open balances. 
  There is no balance on account, the account reflects a zero balance. 
  
  Can we get this resolved?

  Customer response

  04/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My daughter had X-rays done on 7/31/23 & 10/25/23. They collected $136.32 & $78.80 respectively. Insured came through & it showed I owed less on both claims. They refunded $32.01 for the July claim in October. Subsequently I contacted insurance because they erroneously processed these claims as out of network when they are in network. They adjusted the claims & resent SimonMed a corrected EOB for both claims in December. As of Dec I only owe $31.29 for the 7/31 visit, & $33.49 for the 10/25 visit. Early in February I walked through each claim in detail with a ******** agreed to the refunds amounts of $73.02 & $45.41 for a total of $118.33. I called on. 3/22 to state that I havent received either refund & a rep told me that I only have one refund (the $45.31) & the other basically doesnt exist because they show no updated EOB. I gave her the corrected EOB claim # is she still denied owing me anything but the $45.31. She did say she would refund that amount right now. I then got on a conference call with ********* insurance company right after that call & they resent SimonMed the corrected EOB right then & there. When I didnt even see the $45.31 refund come through, I called again on 3/27 & got the same runaround of we dont have any updated EOB. They then said the previous rep made an *********** both refunds are hung up in review. I forced ******* to look at the Feb call in which we verified my $118.33 total refund & demanded a resolution as I stated they have had the corrected amounts I owe since last December. He then said they are within their ***** day refund window based on my Feb call & refused to acknowledge that it has been over 3 months that my refund has been due.

  Business response

  04/18/2024

  Hello, 
  
  CID ******** has been completed, billing spoke with the patient's mother and confirmed that the refund check was sent out on 04/ 12 & adjustments have been made.  This has been resolved. 
  
  Thank you, 

  Customer response

  04/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I received an MRI in April, after which they tried to call me to bill me for way more. When I called, they said they actually owed me a refund. It then took MONTHS for them to issue the check. I called repeatedly (because I had to move and the check was not coming on time). I told them I had moved and had them void the check since I never received or cashed it. Finally in January I got a customer service rep who issues the refund immediately electronically. First, why did they try to overcharge me originally and then second, why was this not offered before?? So I finally got my money. However, since then, I have received multiple mailing and texts saying I have a BALANCE DUE for the amount that they refunded me! I called to see in February if they could please remove it from my account and the representative said it had actually already been removed and that they didn't see it on my account. However, I continue to receive bills in the mail and texts saying that I owe this $397.62 and it's threatening to go to collections. I would like the company to remove this undue amount on my account IMMEDIATELY that they said multiple times that was rightfully REFUNDED to me so that I am no longer notified and so that this doesn't end up in collections since I don't owe them a *****.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On March 23, 2024, I went to get imaging at a local SimonMed Imaging Center.I also signed up for the portal, but whomever put my information in - put in a WRONG email address and also my LANDLINE PHONE NUMBER WHICH DOES NOT RECEIVE SMS TEXT MESSAGES.I have tried calling over 15 times, but I am connected to an oversees "call center" who claims they are connecting me to the "IT HELP DESK" TO FIX THE PROBLEM SO I CAN OBTAIN MY RECORDS, HOWEVER THEY EITHER HANG UP ON ME OR NO ONE PICKS UP THE PHONE.I NEED A REPRESENTATIVE FROM SIMON MED IN ***************** TO CONTACT ME ASAP TO CORRECT THE INFORMATION ON MY PORTAL THAT THEY SET UP WRONG.THIS NEEDS TO BE CORRECTED ASAP SO I CAN OBTAIN MY RECORDS THROUGH THE PORTAL AS SIMON MED IS WITHHOLDING IMPORTANT MEDICAL INFORMATION FROM ME.***************************

  Business response

  04/04/2024

  Hello,

   

  Thank you for bringing to our attention. We have escalated this matter to our IT department and also had someone reach out to the patient directly to assist. We apologize for the less than satisfactory experience. 

  Thank you,

  ******************

  Customer response

  04/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had two procedures, on November 29 and December 11, 2023. Both times I was charged at time of service in excess of the amount I actually owed according to the EOBs I received later. I have been trying to obtain a refund for months, first by phone and then by email. I have been repeatedly told a refund is on its way, but it never comes. Most recently, I received this email today: Hello,I regret to inform you that the check we issued last 2/28/2024 has been voided last 3/18/2024. There is no full documentation why it was refunded. I really do apologize for this but nothing to worry, as part of my resolution I already sent a report to our corporate office to directly review the account and the turn around time for the review might take 7-10 days, however check refund will always be ***** business days as it will be issued by batch number.Thank you for your understanding.This is unacceptable. I would like the overpayment immediately refunded to me by check.

  Business response

  04/15/2024

  Hello,
  
  A refund check was mailed to the patient on 03/29/2024. W have made contact with the patient to confirm. 
  
  Can we get this resolved?

  Customer response

  04/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 
  
  Regards,
  
  *************************
  
   
  

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