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:07/27/2025

  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 have spent a week trying to get into Simon med. The first attempt was making an appointment with a specific location and when I got that location, they said that their MRI tech was not qualified to take the scans I needed when I asked why I was scheduled at thisclinic. If there was nobody available they said that that was not their problem even though theyre the ones that booked it. So they rescheduled me to another facility and that facility didnt have a big enough MRI it was one of the older ones and the ones and I could not go past my shoulders and when I asked them if there was another thing that they could do, they said I would have **** to another facility so Im at the last facility and now their Internet doesnt work and theyre telling me that they dont know what they that they can do all of this is for something thats major and important and needs to get done at a timely manner, and I feel that they are not compassionate not helpful And very disrespectful

  Business Response

  Date: 08/01/2025

  Hello,

  Thank you for bringing this to our attention. After reviewing the scheduling calls, on 05/22/2025 the patient communicates that the exam is STAT and the patient informs the agent that they have a copy of the order and it was also faxed in. The agent communicates that the soonest appointment available is on 06/05/2025, which is the incorrect way to handle STAT orders. This agent has been addressed and was providing extra coaching on ensuring these orders are handled appropriately. Unfortunately, on the scheduled appointment of 06/11/2025 the patient needed to be rescheduled as there was no technician available to perform the exam. We have requested for our scheduling leadership to contact the patient, as on our end, the exam has not been completed. We sincerely apologize for any inconvenience this may caused.

  Thank you,

  ********* *.

• Initial Complaint

  Date:07/24/2025

  Type:Sales and Advertising 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.

  July 7, 2025 I had a CT Scan abdomen and pelvis - NO REPORT as been complied as of 3 weeks now and I had to cancel 2 appointments with my Medical Provider to discuss results. I have emailed and called the facility requesting MY CT REPORT BE COMPLIED AND SENT to my *************** on a daily basis requesting my report and No report has been COMPLIED WITH MY CT SCAN - I had to cancel 2 doctor F/U appointments because I have no results for MEDICAL TREATMENT - this is NOT acceptable. I have paid them $113.00 and processed for my copay. I am being IGNORED - by law Imaging should be within 10 days - it is now 3 weeks from July 7, 2025 and NO REPORT OF MY CT SCAN RESULTS HAVE BEEN PROCESSED and I am being jacked around from the ********************* UNPROFESSIONAL AND FRAUD as a medical patient. I have also filed a GRIEVANCE with ************** for lack of care that I am receiving from this Facility. I had to cancel 2 doctor appointments for treatment BECAUSE SIMON MED HAS NOT GENERATED MY CT SCAN REPORT OF 7/7/2025 - UNACCEPTABLE & UNETHICAL. MY MRN # ******* NEEDS TO BE GENERATED IMEDIATELY. They also did this to my neck xray - took over 3 weeks to generate a report and I had to call them daily to obtain it. I also want my $113.00 copay returned to me for their unprofessional care and not generating my CT Scan of 7/7/2025 in a timely lawful manner. THIS IMAGING CENTER IS NOT RELIABLE for good medical treatment.

• Initial Complaint

  Date:07/21/2025

  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.

  SimonMed has failed as a medical service provider. Twice has not called to change an appointment before the date. First time, I had made the appointment with 15 minutes to spare, only to find out they canceled my appointment and claimed they tried to call me. They lied! This time I went in to reassure I had an appointment, and this time was we need to reschedule your appointment for tomorrow for sometime next week. I rescheduled and they call me today and place me on hold (on a cell phone) over 40 minutes. They have NO SUPERVISORS OR MANAGERS TO TAKE COMPLAINTS. I'M IN PAIN AND THESE PEOPLE ARE MESSING AROUND WITH MY LIFE SINCE ACCORDING TO THE GREAT DUMBA... IN THE *********** IS SCREEING WITH MY MEDICAL CARE! I'M ALMOST 55 ANDBYOU WANT ME TO WORK UNTIL I'M 67 IN NOT GOING TO HAPPEN WITHOUT MEDICAL ATTENTION!

  Business Response

  Date: 07/29/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, the patient was rescheduled due to needing additional clinical notes in an effort to obtain authorization approval. The patient was notified that their health plan denied the authorization and the appointment was cancelled. SimonMed sent the request to the patient's insurance, however the response on the authorization approval/denial is per the health plan. We sincerely apologize any inconvenience this may have caused.

  Thank you,

  ********* *.

• Initial Complaint

  Date:07/17/2025

  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 have gone to Simon Med twice (1-7-2025 and 5-27-2025). They state I need to pay the full bill amount as my insurance eligibility was rejected. I have already paid the 1-7-2025 bill in full ($631) and now they want an additional $1009.09. They say they are sending it to my insurance but my insurance say they have never received invoices.

  Business Response

  Date: 07/16/2025

  We are Simon Medical, *** and not Simon Med Imaging. We do only business to business sales and do not deal with patients or insurance companies. Please cancel this dispute. Thank you 

  Business Response

  Date: 08/05/2025

  Hello,

  Thank you for bringing this to our attention. After further investigation, our billing team confirmed the patient paid $631 for date of service 01/07/2025. The patient was seen again on 05/28/2025 and paid $183.91. The statements were showing indicators REJ - Eligibility for BCBS and the balance still stands. The billing team called and verified with the health plan and as of 08/05/2025, the claims have been rebilled. A billing manager will make direct contact with the patient to address and resolve concerns. We sincerely apologize for any inconvenience this may have caused.

  Thank you,

  ********* *.

• Initial Complaint

  Date:07/17/2025

  Type:Delivery 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 6/26/25 I went to SimonMed for an ultrasound as ordered by my provider. I spoke to a SimonMed *** in advance about my financial responsibility for this procedure and they looked into it while I was on hold and came back to tell me my portion would be 'zero dollars'. Based on previous experiences with SimonMed, where I was told 'zero dollars' (that's the exact wording they keep using), but later I received a surprise bill, I knew I needed to further inquire so I would know the exact cost before the appointment. I also emailed SimonMed. When I did not receive a ***ly, I reached out to my insurance provider for assistance/clarification The outreach *** from my insurance called SimonMed on 6/25 on a 3 way call and was told, "The total cost is $389. And In that your responsibility is $111.90" I wanteds this in writing, as I've had issue with SimonMed before, so *****, from my insurance *** updated our online chat in writing with this same information.I received a bill from SimonMed showing a $574 charge with my balance due being $155.33. I'm not sure if this is because the SimonMed bill shows I was charged for CPT #*****, although my provider ordered CPT #*****, or if there was some other billing error.

  Business Response

  Date: 08/04/2025

  Thank you for allowing us the opportunity to review and we apologize for the delay in response. After further investigation, the billing team found that the incorrect procedure was billed. The charges have since been placed on hold ensuring that the patient will not receive any bills at this time. A billing specialist will rebill the claim and process the correct CPT code. We sincerely apologize for any inconvenience this may have caused.
  

  
  

• Initial Complaint

  Date:07/09/2025

  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 am a provider located in ******* who frequently uses Simon Med services. It recently came to my attention that patient's can call simon med to have imaging ordered without actual authorization from the medical provider. I had a patient I had never seen or evaluated who was able to order breast imaging under my name. When this was discussed with a Simon Med **** they stated" patients are allowed to self refer themselves and they can have the imaging completed as long as they have the providers name". This is actually an illegal/fraudulent practice as they cannot order imaging under my name without my authorization. This is one of the most ridiculous claims I have ever heard and it should never be allowed. If a patient wants to have imaging completed without a physician order, then they can proceed with that. However, there should never be a situation where imaging be order under my name without my knowledge or acceptance.

  Business Response

  Date: 07/10/2025

  Hello,

  Thank you for allowing us the opportunity to review. The ***/MQSA states, if a facility (SimonMed) chooses to allow patients to "self-refer" for a screening mammogram, we are legally obliged to do so. Our policy is to have the self-referring patient name their current physician, so their results are still tracked in case of an abnormal finding. In the event that the patient does not have a physician, we will provide a list of physicians who have allowed SimonMed to refer these patients to. Again, this is a legally allowed practice nationwide for patients needing a screening mammogram. If the patient needed to return for additional diagnostic imaging, we would then contact the physician on file for an order.

  If this physician wants to be placed on a list removing them from allowing their name to be used for self-referred patients, we can do that. Self-referred patient's is not an illegal or fraudulent practice.

  Thank you,

  ********* *.

• Initial Complaint

  Date:07/08/2025

  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.

  Ive had multiple visits to SimonMed this year for routine ***s related to ******************, imaging for abnormal breast tissue and surgery prep, and bi-annual heart scans. At nearly every visit, Ive been required to pay almost the full cost upfronteven though I have health insurance and, in many cases, had already met my deductible.On 4/22/25, I went to the ********** location for a breast *** and clip placement. I paid $207.09 at the time of service and was later refunded that full amount via check on 7/8.On 4/14/25, I paid $315.85 out of pocket. I received a partial refund of $179.12 on 6/20. The remaining balance (total charges were around $600) was placed on a payment plan, which I was not billed for again as insurance later covered the full cost.On 6/23/25, I visited the *********** location for my annual MS ***s and paid $294.02 at the time of service. I requested a payment plan for the remaining balance but was told none was availableeven though I had used one in April. I expect a refund as Ive met my deductible, but when I called billing to expedite, I was transferred to an offshore representative who had no idea what I was talking about.This is part of a recurring issue. In 2024, I paid $483.60 on 3/19 and $479.82 on 5/7 for *** services. I received a refund of $752.22 on 8/1months later.SimonMed has a clear pattern of overcharging upfront without checking insurance coverage. Payment plans are inconsistently honored, and calling for help means being routed to someone who cannot resolve the issue. Holding patient funds for months while refusing to verify coverage or bill correctly is unacceptableespecially when those funds could be accruing interest elsewhere.

  Business Response

  Date: 07/15/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, the billing department was unable to determine the patient's responsibility as the *** has not yet been posted by the insurance. We will have our billing team make direct contact with the patient once the claim is processed. We sincerely apologize for the inconvenience this may have caused.

  Thank you,

  ********* *.

• Initial Complaint

  Date:07/03/2025

  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.

  Went to SimonMed imaging 6/23 scheduled by my cardiologist. CTA scan . Waited awhile and asked them whats taking so long, talking with insurance ( ********) company network health. So they said it $535.60 . I thought that was strange because I talked with them several days earlier and said$295 only . So I put on credit card. I called them right after appointment. Said thats just what they do. Call back in 7-10 business days so see if there is a reimbursement. Today I got a email saying Ill have to file with my insurance myself. Well what happens to the overcharge they took? Filed with my credit also to stop payment. Well I have to send them everything from my insurance company to simonmed bill. Ridiculous! Im ****** they took my money.

  Business Response

  Date: 07/15/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, the authorization team stated the patient's insurance is Out-of-Network but does have Out-of-Network benefits. However, at the time of service when the front desk representative verified the insurance and made the patient aware that this exam was non-covered. Since the service was non-covered, the patient was offered to pay out of pocket. The patient signed the agreement form and paid the amount due. The site manager has attempted to contact the patient directly but has been unsuccessful. We sincerely apologize for the less than satisfactory experience.

  Thank you,

  ********* *.

  Customer Answer

  Date: 07/15/2025

  I was never aware of out of network, plus I have an out of network co pay of $295 . He called them and it is recorded that they told him $295 . How simple is that. 

  Business Response

  Date: 07/23/2025

  Hello,

  Thank you for allowing us the opportunity to review. While we understand the frustration, anything further in regards to out of network inquiries will need to be communicated with the health plan. The health plan can reach out to ********************** billing team if anything further is needed. We sincerely apologize for the inconvenience this may have caused.

  Thank you,

  ********* *.

• Initial Complaint

  Date:06/30/2025

  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.

  Acc.101208914100 aetna. They charge me 20 dollars and have not refund me as of yet my insurance **vered this service .my insurance ** even call your **ps y to make sure I goty 20 back .plz I am a senior and this issues are be**ming regular for me.

  Business Response

  Date: 07/03/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, it was noted that the claim was billed to ************** and processed, with the balance applied toward the member's deductible. The claim was subsequently submitted to the secondary insurance, ******** AZ AHCCCS, however it was denied with code 31 - Patient cannot be identified as our insured. A check in the system revealed no additional insurance information, the patient's payment of $20.00 was posted. Our billing department will make direct contact with the patient to obtain valid insurance details so the claim can be properly submitted. We sincerely apologize for the inconvenience this may have caused.

  Thank you,

  ********* *.

• Initial Complaint

  Date:06/27/2025

  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 MRI done at SimonMed Imaging on 03/10/2025. A few months later, I went to ******* and continued seeking healthcare from the doctor here since I need to get a surgery done. I contacted SimonMed to get my MRI images from them so that my doctor can look over the images. My hospital contacted them, so did the doctor and my dad. We called SimonMed and the lady who spoke to us refused to provide the images. Due to this, I had to get another MRI done elsewhere. So my dad, doctor and myself spend two weeks communicating with SimonMed, but they refused to provide the images. So I am ending up going to another MRI imaging center in ******* to get my MrI redone. So I need a full refund of $480 plus my inconvenience.

  Business Response

  Date: 07/02/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, our records show the patient placed their request on 06/27/2025 via email. The ** was placed out for mail that same day. If the patient called in requesting records be sent at that moment, due to HIPAA we do not take verbal requests and a signed records release form is required. There has not been a denial of records and SMI is within compliance for processing ** records out for mail that same day. We sincerely apologize for any inconvenience this may have caused.

  Thank you,

  ********* *.

  Customer Answer

  Date: 07/06/2025

  
  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,
  
  ********* Shobi