Complaints

This profile includes complaints for SMI Imaging LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SMI Imaging LLC

  16220 N Scottsdale Rd Ste 600 Scottsdale, AZ 85254-1804

• 

  SMI Imaging LLC

  235 S Dobson Rd Bldg L STE1 Chandler, AZ 85224-6229

• 

  SMI Imaging LLC

  15810 S 45th St Ste 110 Phoenix, AZ 85048-7695

• 

  SMI Imaging LLC

  1111 S Dobson Rd Ste 105 Mesa, AZ 85202-3902

• 

  SMI Imaging LLC

  13838 S 46th Pl Ste 200 Phoenix, AZ 85044-7803

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an MRI scan done with Simon Med Imaging. They quoted for an amount of ******* as the patient responsibility. I paid an amount of ****** dollars at the time of service and was told that the amount would be taken off my card for the remainiang balance. They have now added an additional ****** and I refuse to pay that amount. If this does not get resolved through you I will take additional action.

  Business Response

  Date: 09/16/2025

  Hello,

  Thank you for allowing us the time to review. The patient was advised that amounts due at the time of service are estimates. Final patient responsibility is determined once their insurance processes the claim. In this case, the $1,028 reflects the deductible under the patient's plan. An itemized statement may be requested from our billing team, and the patient would need to contact their insurance provider for further clarification. We sincerely apologize for any confusion and recommend the patient follow up with their insurance regarding the balance due. 

  Thank you,

  ********* *.

• Initial Complaint

  Date:09/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I still havent heard anything or have seen any claim that has hit my insurance (UHC) yet. I really need this to be sent to my insurance so everything can be processed & up to date. These are dates of service since April 2025 and July 2025. Please get back to me on this, this delay has really screwed up my patient responsibility for other services for this year. Date of Service: 7/22/2025 MRI ON ADRENAL GLAND (THAT WAS THROUGH UHC TOWARDS MY deductible) DOS (MRI ABDOMEN) July 22, 2025 = PAID $500.00Date of Service: 4/28/2025 I HAD A CT OF MY ABDOMEN FOR ADRENAL GLAND (THAT WAS THROUGH UHC TOWARDS MY deductible) DOS (CT ABDOMEN) April 28, 2025 = PAID $350.00 I had 2 services performed there and neither claim has been submitted to my UHC deductible as of today September 9 2025

  Business Response

  Date: 09/11/2025

  Hello,

  Thank you for bringing this to our attention. After further account review with our billing department, there were some errors on how the services were billed. The claims were sent to the incorrect insurance plan. The ** calcium score was acknowledged by the patient as self-pay price. Unfortunately, the **** will need to be resubmitted to the correct insurance plan. Rest assured, a billing specialist will be contacting the insurance provider directly to make sure everything is corrected. We sincerely apologize for the confusion or inconvenience this may have caused.

  Thank you,

  ********* *.

• Initial Complaint

  Date:09/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received imaging services in March at a SimonMed facility. Due to SimonMed's billing practices, I was forced to agree to pay an amount on the day of service, prior to insurance review. I started a payment plan and paid a portion of the charge day-of, agreeing to pay the balance in future monthly installments. The service was subsequently submitted to my insurance plan and the resulting *** clearly states the contracted rate for the services rendered. The amount owed per my insurance is lower than the amount SimonMed forced me to setup a payment plan for on day of service. I subsequently paid off the remainder of the payment plan up to the total amount owed as stated on the ***. However, the following month SimonMed unlawfully charged my credit card for an additional installation of the payment plan. I called customer service to get a refund of this amount, which was denied as the billing department claims they do not have a copy of the **** I immediately sent SimonMed billing a copy of the **** which clearly shows amount owed. I also confirmed payment records with SimonMed for my account, which shows I have paid the amount owed in full, as a well as an overpayment of ~$100. Since June I have had no response to this request for refund. I have called and emailed the billing department numerous times over the past few months. Every time they say they are "sending the issue for review" and then I do not hear back and have to follow up again only to receive the same response. I have also engaged my insurance provider advocate. The advocate verified with me and directly with SimonMed, twice, that I was overcharged for the services rendered per their contracted rate. We are both getting stonewalled by the SimonMed billing department. This business is engaging in a form of balance billing (charging me beyond the insurance plan's contracted rate) which is illegal. Avoid this business if at all possible.

  Business Response

  Date: 09/05/2025

  Hello,

  Thank you for reaching out. At this time, we are unable to locate your account in our system. To assist you further, please provide the following information: Full name (Last, First), DOB (MM/DD/YYYY), and phone number associated with the account. Once this information is received, we will investigate and address the issue promptly.

  Thank you,

  ********* *.

  Customer Answer

  Date: 09/05/2025

  The complaint is in regard to Account #******. There are several email exchanges with ******************************** in regard to this matter that are available to reference with applicable patient information and documentation. I will not be providing further *** through this channel. Thank you for investigating, and I Iook forward to a speedy resolution.

  Business Response

  Date: 09/11/2025

  Hello,

  Thank you for bringing this to our attention. After a thorough review with our billing team, the issues have been identified. The error originated with the payment posting process and bundling of codes. The patient's payment plan was not cancelled as it should have been, which led to an incorrect auto-charge. The patient had already satisfied the balance, and the charge was made in system error. The billing management team has approved the write-off of the incorrect charge. We sincerely apologize for any confusion and inconvenience this may have caused. Please rest assured that we have addressed the issue to prevent it from happening again. If you have any questions or would like confirmation once the refund has fully processed, please don't hesitate to contact our billing department at ************** or ********************************************************. 

  Thank you,

  ********* *.

• Initial Complaint

  Date:08/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being denied services for my ultrasound. Simon med stated they submitted a prior authorization to my insurance. My insurance received the prior authorization as an urgent request and approved at the same day which was 21 August 2025. Simonmed is stating they never received the prior authorization, even when I provide them the authorization number. I have called SimonMed over 20 times trying to resolve this. I have requested to speak to a supervisor multiple times. And a supervisor was only available once to speak to me. The prior authorization department is not doing their job and not documenting what they received back from insurance. I potentially have a life-threatening condition. And Simon med will not do what needs to be done, and double check that that prior authorization was received. On another note on my first ultrasound it was stated I had a fatty liver on gallbladder stones, but I actually have no gallbladder. Im trying I have been trying to get clarification on whether or not those that imaging was even mine. And when I have spoke to Simon med imaging, they stated theyre not medical they couldnt tell me anything to talk to my doctor. I wasnt asking for medical advice. I was simply asking if that was my imaging.

  Business Response

  Date: 09/05/2025

  Hello,

  Thank you for bringing this to our attention. Upon further review, the authorization request was submitted as routine on 08/21/2025. Per standard process, the turnaround time for review is 14 days from the date clinical documentation is submitted. We understand the patient had been scheduled in advance, and our authorization team made multiple attempts to follow up with the health plan to expedite approval.

  As of 09/02/2025, the authorization for the exam was approved, and the patient is scheduled to complete the exam on 09/06/2025. 

  We sincerely apologize for any inconvenience this may have caused and appreciate your patience throughout this process.

  Thank you,

  ********* *.

• Initial Complaint

  Date:08/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Emailed a formal complaint to SimonMed ***************** SF location and received no follow up.Gross procedural incompetence and a breach of basic patient care standards. At every point, staff at stated SimonMed location:-Failed to follow standard pre-procedure screening protocols.-Scheduled the patient on an impossible day for the procedure.-Failed to communicate lab requirements at the time of booking or 24 hours prior at the very least.-Ignored explicit instructions to keep an appointment.-Made no effort to confirm lab completion despite being informed it would be done stat.-Provided contradictory excuses instead of accountability.The result: A time-sensitive cancer patient have lost days of care due to facilitys repeated mistakes.

  Business Response

  Date: 08/25/2025

  Hello,

  Thank you for bringing this to our attention.

  Please be advised that we are unable to proceed with reviewing or responding to this complaint at this time, as it was submitted by an individual who is not a signed authorized representative of the patient. If the patient is able and willing to communicate directly, they may also submit the complaint themselves or sign our "Consent to Treat form" stating they allow this individual to act on their behalf.

  Please let us know if you have further questions regarding this process.

  Thank you,

  ********* *.

• Initial Complaint

  Date:08/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last July 7, 2025, I had an MRI done in the *************** location. I was contacted by the office several days prior to the appointment I have to pay about $1,090 after running my insurance. She asked the office if they accept credit cards, which they said yes and no issues using a **** card. On my appointment date, front desk told me about an additional 3% charge for using a **** card that no one told me prior to my appointment. Anyway, I paid a total of $********, which is almost a whole paycheck for me. I was also promised that therell be no more additional charges after the appointment which gave me some form of relief.2 weeks after the appointment, I was shocked that theres another $430.19 that I have to pay for that MRI. I called the office again and told me that they ran my insurance again and thats what I owe on top of the ******** I paid on my appointment date. Now Im very stressed out on how I can pay for this bill. Its already difficult for me to come up with the initial $********, which almost wiped out my savings account, but I was promised that therell be no further charges. I dont have any more money to pay for this bill. And I as I said, I was promised therell no more charges after I paid $******** on my appointment day.

  Business Response

  Date: 08/22/2025

  Hello,

  Thank you for bringing this to our attention. We take these matters seriously and we are investigating this case. We will provide an update as soon as possible, thank you for your patience.

  Respectfully,

  ********* *.

  Business Response

  Date: 08/27/2025

  Hello,
  

  
  

  Thank you for allowing us the time to review. The patients are advised that the amount due at the time of service is an estimate and after their health plan processes the claims, they will determine the remaining responsibility. The patient paid $1,131.06 at the time of service, per the *** statement, the insurance paid the allowed amount deductible of $837.14. The patient was left with patient responsibility of $430.19. If the patient has further concerns regarding their health plan coverage, they would need to contact their insurance company.
  

  
  

  We sincerely apologize for the less than satisfactory experience.

• Initial Complaint

  Date:08/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received services at SimonMed on March 4 under Account Number: 113968.
  Before scheduling my appointment, I contacted SimonMed to confirm the price of the services, since I knew my insurance would not cover them. I was told the out-of-pocket cost would be $370, and I agreed to that amount.
  However, I have now received multiple bills with different and higher charges, including:
  $530
  $570
  $536.86
  $73.55 (which my insurance denied, stating it was part of another service billed the same day)
  And most recently, $683
  
  I have filed two complaints with the Simon Med customer service and billing department. Each time, I was told the bill would be placed on hold for 3 to 4 weeks, and I was promised a follow-up call with a resolution. No one has contacted me, and the bills keep changing.
  This is very frustrating. I am the one who has to pay this bill out of pocket, and I only agreed to the quoted price of $370. I did not agree to any of these higher amounts.
  I'd like SimonMed to honor the original quoted price of $370 and to send a corrected bill reflecting that amount.

  Business Response

  Date: 08/11/2025

  Hello,

  Thank you for bringing this to our attention. After further review, the recorded calls did reveal the patient was advised of the insurance denial and the agent informing the patient of the self-pay pricing. Due to these findings, a billing manager has approved to honor the $370 price given to the patient. A new statement will be sent with that pricing and it may take up to 21 days to re-process. We have also requested the billing manager to make direct contact with the patient to address. We sincerely apologize for the inconvenience this may have caused.

  Thank you,

  Elizabeth A.

  Customer Answer

  Date: 08/14/2025

  Hello,

  
  

  I am not satisfied with their efforts and would like to provide an explanation. I have not received a new statement with approval to honor the $370 price yet.

  The billing manager called me, but his calls were marked as spam, so I didn't receive them. I did get his voicemail and called the number he provided, but he forgot to give an extension number, which prevented the automatic system from connecting me to him. As a result, we were unable to talk.

   

  I also called the company's general phone number for the billing department, but the dispatcher did not look into the situation; she simply said she would pass the information on to the manager. Several days have passed, and no one has called me back. Therefore, I cannot say that this case is resolved.

  Business Response

  Date: 08/15/2025

  Hello,

  We informed the billing manager to reach out to the patient directly as they were not able to reach him. The manager confirmed he spoke to the patient the morning of 08/15/25 and provided the account update to the patient. The billing team will provide the patient with an updated itemized statement. We sincerely apologize for any inconvenience this may have caused.

  Thank you,

  Elizabeth A.

• Initial Complaint

  Date:07/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a ** chest scan performed as well as lumbar x-rays on 4-21-25 at their ********* location. I was advised by Simon med that my physician would have the images and reports within 3-5 days. I waited that week and still nothing sent to doctor. On the 28th I contacted my doctor *** then contacted Simon med, and they sent over the ** scan and report ( only after calling them) but no x rays or their report. I called back and advised Simon med that they still hadn't sent the x-rays and report which was needed to start treatment. He advised that he reached out to their RAD team and expedited the order and should be there by the next morning the 29th. Next day same circus, they were going to expedite it and would be there by lunch, it didn't. Called again that evening and was told it would be there by end of day they are expediting again. Now on the morning of the 30th my doctor advised, still no reports. They contacted Simon med and were told by end of day again. Morning of the 31st still no reports, so I called once again. I Asked to speak with a supervisor since patients aren't allowed to speak with Radiology only physicians, to try and get an actual *** for said report. The supervisor said he called radiology, and they advised that it will be read within 3-4 hours and submitted by their favorite " end of day ". For a company that loves to say 3-5 days all over their office and website, they sure don't hold up to that. If you can't manage to adhere to your advertising, then maybe don't advertise it. I have little faith in them now and will definitely look for future imaging elsewhere.

  Business Response

  Date: 08/01/2025

  Hello,
  
  Thank you for allowing us the opportunity to review. We sincerely apologize for the delay in the report being read. We have brought this matter to the attention of our radiologist team and have used it as an example for team discussion and improvement.  We are actively working toward making changes to help prevent similar delays in the future. 
  
  Thank you,
  
  ********* *.
  
   
  

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a refund check from ****** deposit it into my checking account once bank presented for payment the stop payment without notifying me which is fraud call them they said I was a error but told me they have issue another check for 40 dollars instead of 120 also told me in June they have given me a refund of 30 dollars which I have not received by not notifying me they have committed fraud wondering have many other people they have done this to and they did not notice if I did what they did it would be fraud they have to held accountable

  Business Response

  Date: 08/06/2025

  Hello,
  
  Thank you for allowing us the opportunity to review. There was an error in the system that incorrectly reflected a $120 payment back to the patient. Upon review, on the date of service 01/10/2025 the patient paid $40 and as a result the $120 entry has been retracted and the patient is only entitled to the $40 that was actually paid. Based on this information, the patient was rightfully refunded the correct amount. We sincerely apologize any confusion this may have caused.
  
  Thank you,
  
  ********* *.

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to SMI imaging for a ********* and in order to have the imaging performed they said I needed to pay $108.15 -- even when I said I had hit my deductible and that wasn't possible, they told me I did not understand my health insurance plan. I paid the fee because I needed to get my imaging done. All to learn that when I checked my EOB, it explicitly states that service had no out of pocket cost. I have not heard back from *** when I have reached out about getting a refund.

  Business Response

  Date: 08/04/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, the billing team confirmed the health plan has processed the claim with a $0.00 balance due to the patient. The billing team has began the refund process back to the patient and they will be in direct contact to address. We sincerely apologize for any inconvenience this may have caused. 

  Thank you,

  ********* *.