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

  9201 E Mountain View Rd Ste 100 Scottsdale, AZ 85258-5140

• 

  SMI Imaging LLC

  6900 E Camelback Rd Ste 700 Scottsdale, AZ 85254

• 

  SMI Imaging LLC

  2620 N 3rd St Ste 101 # 102 Phoenix, AZ 85004-1153

• 

  SMI Imaging LLC

  6707 N 19th Ave Ste 108 Phoenix, AZ 85015-1105

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:09/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 got an order from my cardiologist for a cardiac calcium score to be done at SimonMed. I called their number and spoke to a person who said they needed to transfer me to another ***** from which I got a busy signal and then disconnected. I called back and got voice mail. I left a message that I was trying to schedule an appt. and told them what test. By the next afternoon no one had called me so I called again and left the same message. The next day none had called me back so I left another message. Not hearing anything during the next week I drove to a SiminMed teting location and stood in line. When I got to the front I was told they didn't do that at that location. They told me to call and get an appt. I told them I had called 3 times the previous week with no response. Relunctantly, she then made me an appt. for the test at a location that did that which I had done a couple of days ago. The lady in line behind me said she had the same problem where they did not return her phone calls for an appt. I would just like you to contact them to register this complaint as I have also left 2 phone messages with their compliance ***** about this and they have not called back either after 8 days. People in their 80's should not have to drive to a location to make an appt. By the way I had to pay the full cost of the test as ******** doesn't cover these heart tests. I don't expect any money back. I just want them to retrun calls for appts. Thank you.

  Business Response

  Date: 09/27/2024

  Hello,

   

  We thank you for bringing this to our attention. I have forwarded this to the site manager to make direct contact with the patient to address concerns on a personal level. 

  I just received confirmation that the site manager was able to make contact with the patient to resolve the issue. 

  We apologize for any inconveniences this may have caused.

  Thank you,

  ******* *. 

  Customer Answer

  Date: 09/28/2024

  
  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

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  date of service is more than a 1 year ago on July 12, 2023, Account: ******, but this is an ongoing issue SimonMed keeps charging me $971 for a mammography routine that I do every year because upon the *** codes used this procedure the charges exceed allowable for this. they did not request prior authorization for my medical insurance and also said to me that they accepted my insurance HPN HMO. I found out this year on April 11, 2024, by text message from Simon Med that I had a bill from them. I put in a claim with my insurance and they answered me that this provider is out of network and that they can't pay for this bill, I spoke with SimonMed finance billing department many times this year, and all the times had different answers and they put the claim many times with my insurance but is denied, also they said that they first understand that my insurance is ******************* I rectified when I spoke with SimonMed that my insurance is HPN HMO and they charge for this kind of procedure too much and if they can reduce the bill a fair estimate, that I am willing to pay and finish this situation. Today September 25, 2024, I spoke again with the finance department said me that not need to be worried because my balance is $0 so disregard the bill because they charged ******** this bill, I said I do not have ******** Insurance, they keep making mistakes, and not have a professional attitude, looks that they mock on me, and looks they don't have the intention to fix the bill to adjusted and charge me incorrect the owed amount.

  Business Response

  Date: 10/02/2024

  Hello,

   

  As requested, we have reviewed the account and adjusted patient account as Self Pay Unit. Now there is no open balance in patient account. We apologize for the less than satisfactory experience. 

   

  Thank you,

  ******* *. 

  Customer Answer

  Date: 10/02/2024

  
  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

  Date:09/20/2024

  Type:Sales and Advertising 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 appointment at SimonMed for ultrasound. At the time of appointment I knew that I had orders for transvaginal and trans abdominal ultrasounds. ***** the technician said no. Just trans abdominal. I have been having issues with my uterus. I was sincerely surprised. Anyway the appointment was on Saturday afternoon. She did extremely poor job, just little bit here little bit there. There was no report till this morning. I contacted office manager ****** and voiced my concern. This morning there was a report which stated I had both ultrasounds!!!!! Which is a lie. The results are vague and non conclusive as expected. Contacted ****** no response, contacted Simon Med compliance number no response. They are committed fraud stating I had both tests which I obviously did not.

  Business Response

  Date: 09/23/2024

  Hello,

  Thank you for bringing this to our attention. We have reviewed the patients account and the order sent from the referring provider. When scheduling this patient is what set as a Transabdominal and Transvaginal, however the technologist was correct when explaining that this is only Transabdominal. We have requested for our Radiologist on 9/20/24 to complete an addendum on this report stating that only exam was completed. We have a process in place to get this resolved. 

  We have also reviewed that the correct exam has been billed to the insurance company so nothing further is needed. We apologize if this raised any alarm or confusion, you will get an alert to your patient portal once that addendum is complete. 

  Thank you,

  ******* *. 

• Initial Complaint

  Date:09/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  My doctor ordered an *** on Thursday, Sept 12, 2024. It was a STAT order. Insurance hadn't authorized it so I just paid for it out of pocket. The *** was completed on 9/12/24 at 4:30. The images still haven't been read, nor a report issued. I tried to call the call center and was told I had to talk to the physical location. The physical location does not answer the phone. I had a chat with Anand online. I was told that "It will take 3-5 business days to upload on portal after the exam has been done..." I asked how long it would take if it wasn't a STAT order and was told it was the same amount of time. I asked for a supervisor to speak to and escalate the issue and was told, "Yes, I have escalated it to the concern team, you will get a call regarding the same shortly." I asked for the transcript of the chat and was told they couldn't do that but I could take screen shots.

• Initial Complaint

  Date:09/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Around July 30, 2024, I was told by my doctor that I needed an MRI. Because my insurance (*****************) has a contract with SimonMed, the order was sent to SimonMed to schedule. I called the scheduling hotline and told them I would like to schedule my MRI at the ********************** location. The person scheduling me said I had to go to the location at **********************. I thought it was due to the type of MRI I was having, so I said sure. Never did anyone tell me that this specific location was not in contract with my insurance. Other SimonMed facilities are in contract, but apparently, this specific location was not. I was then told my copay would be between 0 and $700.On August 15, 2024, I went for my MRI at the ********************** location. When I checked in, they told me my total was $695.92. I paid $139.18, and set up a payment plan for $92.79 for the next 6 months.On September 2, 2024 I received a bill from SimonMed for $*******. I contacted SimonMed's billing department on September 3, 2024 and asked them to clarify, as I had already set up a payment plan. The representative I spoke to said to disregard the bill for $*******. On September 9th I received another message stating I still owed the *******. When I spoke to the representative again, I was now told that my insurance denied my claim and I owe it, even though I had already set up a payment plan. I spoke with my insurance and filed an appeal because SimonMed scheduled me to an office I didn't request and did not notify that this office was considered out of network. SimonMed has also taken a payment of $92.79 on September 15th for my original payment agreement. At the moment, I should only owe $463.95, but they have access to running my card and are taking these payments automatically.The fact that this company is sending patients to a site that is not covered and charging 3 times the agreed upon amount is fraudulent. I also would like them not to have access to charge my card.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  - 8/24/2023 - Imaging services were provided by SimonMed Imaging LLC - Front desk took my insurance information and required that I pay an up front amount of $789.19. If I did not pay that amount they would not provide the service. - The amount is accounted for in a receipt to the Imaging Center, ****************************************************, ************ (attached)- This amount was not charged to my insurance deductible or against the *** to my insurance. The *** was instead processed and SimonMed says I owe $******. - I have called the billing department multiple times, and am given an offshore billing department who says they will open an investigation but cannot find the amount payed for. There has been no remediation after multiple attempts. - SimonMed continues to send me bills for the ****** I have called and they have told me to hold off until investigation is complete. No ticket number or method to track is provided. - I would like a refund of my payment to SimonMed Imaging LLC and to only pay the post-insurance processed amount of ****** - I believe there are unethical or fraudulent billing practices at SimonMed LLC - I am submitting this because I have exhausted my options beyond calling my credit card company to reverse the charge

  Business Response

  Date: 10/03/2024

  Our billing manager has made contact with the patient to resolve the issues directly. He was made aware of the refund that will be released back to him. 
  

  
  

  Customer Answer

  Date: 10/03/2024

  
  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

  Date:09/13/2024

  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.

  On 8/22/24, my husband took my minor daughter to Simonmed to get an x-ray of her ankle. The x-ray was ordered by her physical therapist. They arrived, signed in, paid a co pay of $143.13 for the x-ray. After waiting over an hour they were called into the exam room where the x-ray technician told them she was not comfortable taking the type of x-ray that was ordered and they would have to go somewhere else. When my husband when to the front desk to get a refund, he was told they could not refund his money because the office manager was not there. The next day 8/23/24, my husband went back to get a refund and was told they could not refund his money there and gave him a phone number to call. The number was to a call center where he was told he would have to wait 30 to 45 days for a check to be cut. Fast forward to now, 9/13/24, we have numerous calls to the call center and visited the original Simonmed location to try to get our money refunded only to be told that my daughter is not in their "system" yet and they will send a check out next Friday. We have been told this three times. We have been told that we would receive calls back numerous times and we have never been called back. We have an email that states they are issuing us a refund but it has never happened. Not sure what to do at this point.

  Business Response

  Date: 09/15/2024

  Hello,

   

  Thank you for bringing this to our attention however, no patient information was given. I would not be able to lool further into this without a first, last name and date of birth. 

  If you feel more comfortable providing those details, you can send me an info to [email protected] Attn: Breanna O Ref # 48598. 

  Thank you,

  Breanna O. 

  Customer Answer

  Date: 09/18/2024

  Simonmed has our contact information.  We have provided the information numerous times.  I will email the compliance dept with our info.

  Business Response

  Date: 09/23/2024

  Hello,

   

  Yes, we do have your information however your daughters information is not stored in your chart. I will need patient identifiers before I can proceed. 

  Thank you,

  Breanna O. 

  Customer Answer

  Date: 09/25/2024

  
  My minor daughter's name is Leah Myers. DOB: 6/11/2008. Keep in mind she is a minor and her father was with her and paid the copay. 

  Business Response

  Date: 10/15/2024

  Hello,

   

  We just spoke with our billing manager. This patient was refunded on 9/18/2024 in the amount of $143.13. The patient should have received that refund by this time.

  
  Thank you,

  Breanna O. 

• Initial Complaint

  Date:09/11/2024

  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.

  Recently, I received a bill from SimonMed for imaging that I had done in July, 2024. When I checked the **** from UnitedHealthcare, I could see that the expenses were submitted as Mobile On-Site imaging--which is incorrect. Because of this, UHC processed the bills as out of network, even though the actual SimonMed facility I used is in-network.Until the costs are submitted correctly, I will not be paying this bill as the owed amount is incorrect.Here is the information:Patient: *************************** Account: ******* Provider ID: ***** Statement Date: 08/24/2024 Date of Service: 07/26/2024

  Business Response

  Date: 09/15/2024

  Hello,

   

  Thank you for allowing us time to further investigate this matter. Upon review we found that the claim was denied but we have since resubmitted and this could take up to 30 days to reflect EOB. 

  Thank you,

  ****************** 

• Initial Complaint

  Date:09/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On 6/11/24, I received a notice from SimonMed regarding a service for my daughter, stating incorrect insurance information. I called on 7/8/24, and was informed they needed three letters for my insurance, but my insurance only has numbers. I contacted ********** Blue Shield, which confirmed the service was fully covered and a check was issued to SimonMed on 6/12/24. On 7/30/24, I spoke to a SimonMed supervisor who claimed they hadn't received the payment and would escalate my complaint. On 8/14/24, I contacted SimonMed at a new number, **************. The representative confirmed my account balance was $0, despite my notice stating I owed $321. I learned that the old billing department, **************, had been closed since October, and the representative could not identify my previous contacts but assured me I owed no money. I suspect the old billing department is attempting to scam me, as they claim I have an active balance of $321 and possess my daughter's and my personal information.

• Initial Complaint

  Date:09/01/2024

  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 saw the business for a ct lung cancer scan on August 23rd. They are supposed to have a radiologist look at the images and provide a report to my patient portal. They have failed to do so. When I call they hang up.

  Business Response

  Date: 09/15/2024

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We have reviewed and acknowledged the lapse in time that it took for a radiologist to dictate on this exam. However, the priority on the order was a routine, in the future if your provider orders as an ASAP or STAT we will have results sooner. We apologize for any inconveniences this may have caused. 

   

  Thank you,

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