Business Profile

Medical Imaging

SMI Imaging LLC

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

678 total complaints in the last 3 years.
134 complaints closed in the last 12 months.

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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:11/25/2023
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.
Went in for 2 CT scans on 5-9-2023 the girl at the front desk went over my insurance and payment options for the services. She then told me it would be cheaper if I self paid and just paid cash for the visit and didnt even use my insurance, so I went ahead and paid $365 on my debt card for a self pay cash payment. A couple of months ago by and I get a bill in the mail saying I owe $833.50 stamped FINAL NOTICE saying theyre going to turn me to collections. The bill says this is my remaining balance from what my insurance did not pay??? Very frustrated. I call the billing number on the bill try and explain it to the SimonMed billing employee he tells me he will escalate it to a supervisor and a supervisor will call me back, days go by nobody ever calls me back I called back in several more times and get the same scripted response. We will escalate this to a supervisor and a supervisor will call me back. This never happens days and weeks later I continue calling back and ask to be connected to a supervisor and continue to tell them do not tell me a supervisor is going to call me back because they never do, I am then put on hold for a long periods of time only to get the same individual back on the phone and states no supervisors are available ( go figure) multiple phone calls and request to speak to somebody in charge and it never happens. Weeks go by and no one ever calls back call after call.I self paid and I have receipts to prove it, but yet nobody ever fixes the issue, it is an act of God to get a hold of anybody in corporate also that cares, I finally got a hold of Some guy in corporate and asked to speak to someone in charge of billing, he tells me nobody was available but if you tell me whats going on, I will send them an email and somebody will call you.Again days and weeks go by nobody ever reaches back out to me. Each new statement I get the amounts and dates are constantly changing, this company is scamming insurances and double dipping !
Business Response
Date: 12/21/2023
Hello ******,

Happy Holidays!

This complaint has been resolved. We have made the corrected adjustments to her account. Patient is aware via her Attorney General complaint response.

Can this please get worked off our list? Thank you!

Customer Answer
Date: 01/03/2024

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:11/21/2023
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 used Simon Med services on 10 February 2023. Simon Med had me pay $439.05 up front even though they had my insurance information. They later billed me for a $30 co pay which I paid in March 2023. Insurance shows the claim settled. Over the last 6 months I have called them multiple times. The calls will not be forwarded to a supervisor. I am told they need ***** days for research. I call back and they need **** more days, I call back and they need ***** days. This cycle has repeated itself multiple times now. They now continue to tell me the situation has been escalated but each time I call it is just starting all over again. They finally sent me a check for $168.05 but have refused to reimburse the remaining amount. It is being researched, Again. We are now 9 over months post date of service.
Business Response
Date: 01/08/2024
Hello ******,

We have addressed this BBB complaint. The patient has been refunded $271.00, we issued the refund back to the patients card used at time of service.

Can this please be resolved? Thank you.
Customer Answer
Date: 01/19/2024

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:11/17/2023
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 had two *** scans at your facility in *********, **********. One was performed on October 2, 2020 and the most recent was on October 9, 2023. I had my second *** at your facility because my experience in 2020 was seamless, the billing was transparent, and the staff was friendly. I am so disappointed in my recent experience because I verified several times with your staff before my ***, of what my copay would be. When I initially scheduled my appointment, I spoke with your staff member and asked if I would be out of pocket for the service. She confirmed verbally that she checked my insurance and there would be no out of pocket cost. My insurance covered the entire procedure. This phone call took place on September 20, 2023 around mid day. I do not have the exact time. I called your appointment scheduling line from ************. I am requesting that you check you recorded calls so you can hear what I was told by your staff. Again, I explicitly asked if I would have a co-payment and the staff person confirmed I did not. My second concern is that when I went for my scan on October 9, 2023, I again asked the receptionist that checked me in if I would have a co-payment for the *** procedure and she took a few minutes to look at my information and confirmed I would not. Now, a month later I was sent a bill for $340 for the ***. I would have never done the *** scan at your facility if I knew there would be a co-pay and especially one so high. I could have gotten the scan done at another in-network provider for $100. Not only do I feel misled but severely taken advantage of. Again, I would have simply gone to another provider if I knew my co-pay would be so high AND if you staff was truthful when I asked them about a potential co-pay. I am again requesting that you please pull your scheduling phone recordings for September 20, ******************************************** I had a $0 co-pay, honor what I was told and clear the balance I have with your business. I look forward to hearing back from you.
Business Response
Date: 01/05/2024
Hello ******,

Please be advised that upon review, account shows patient has an outstanding balance of $340.00 that insurance left patient responsible for towards her copay for DOS 10/9/23. The patient has been contacted by our billing department to also advise of the findings.

Can this please be closed out?
Customer Answer
Date: 01/05/2024
hello,
I do not accept the businesss response. They HAVE NOT contacted me. I have called them several times and no one has returned my calls. Please keep my case open until they return my call. They did not respond to my letter either. Please have the business contact me at my email ****************** or phone ************
Business Response
Date: 01/07/2024
Hello,

I have requested for our billing department to reach you. On 01/05/24 a call was made but we were unsuccessful with reaching you. Please return the call to our billing department so they can further assist with your account.

Thank you,
******************
Initial Complaint
Date:11/16/2023
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.
In June 2023 I has *** charged $250 for service in ******* location. My coopayment was $20 and rest cover by insurance.I make several calls to SMI imaging for my refund around $230. Is almost six months now and can't get my money back. The refund is approved but there is no money.Now I live in *******.
Business Response
Date: 01/08/2024
Hello ******,

We have addressed this refund complaint, the patient was refunded on 11/13/2023.

Can we get this resolved?
Initial Complaint
Date:11/16/2023
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.
See attached letter.
Business Response
Date: 11/29/2023
Hello,
This issue has been looked into and as of right now this has been removed from patient responsibility and is now being appealed with the insurance. Once this process is complete we will reach out to the patient directly to update and let them know how resolution will be completed. If anything, else is needed please feel free to reach out to ** at ************ using reference #*****.
Thank you,
Tianna Z
Customer Answer
Date: 12/01/2023
I do not have a patient responsibility. I am due a refund. Everything was paid. There is nothing to appeal with the insurance company. The calcium score was paid in full on the date of service. I had two different orders for chest CTs because the provider didnt know which one to order. Only the calcium score was done and paid for by Citi CC in the amount of $85. This is a delay tactic. Services were rendered in August. I am a single mother. Its the holidays. And you are holding my money hostage. I want the refund Im due with interest immediately! I have an order for a test there. I will do no further business there and advise my medical staff not to send patients there. I would also appreciate a phone call from a supervisor. All one has to do is read the reviews and see this is a common theme with SMI. Even **************** is culpable by ignoring the letter I sent to him. Send my refund NOW! There was a complete breakdown of codes and charges clearly showing the refund.
Business Response
Date: 03/29/2024
Hello ******,

In reference to this complaint has been removed from patient responsibility on 11/17/2023 and appealed with insurance.
This has been resolved.
Initial Complaint
Date:11/16/2023
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 procedure at SimonMed on 3/24/23 and was required to pay $265.00 up front because I had a deductible. On 4/21/23 Cigna paid SimonMed $262.30 from my Health Reimbursement Account to cover this procedure. This is the second time this year I have had to request a refund from SimonMed; I received a refund from the first occurrence on 4/26/23 for $341.15 in June of 2023. It is impossible to get any action on this refund. There are no managers to speak to and each time I call they say the process is starting over and will take 45 days. I was sent a statement of my account and it clearly shows the double payment. This seems to be an ongoing dishonest pattern of business that is being perpetrated on their clients. I am owed a refund of $262.30 for the overpayment.
Business Response
Date: 11/29/2023
Hello,
This issue has been looked into and the request has been completed onto the card that used at the time of service on 11/17. Given these facts this issue should be resolved, if anything else is needed please call ** at ************ using reference number #*****.
Thank you,
Tianna Z
Initial Complaint
Date:11/14/2023
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.
Scheduled mri based on dr ****** Process took excessive amount of time. Employee not pleasant. Got 3 reminder calls next morning about appt, very disruptive and took up alot of vm space. Then got 4th call saying issue with appointment, call back, Tried to call back, 8 different phone calls, rerouted, put on permanent hold, employees very sarcastic. HUGE waste of work time.Finally told even though scheduler said all good for appointment now they want to wait 3-5 for insurance approval. Appointment critical in advance of spine surgery consult. Zero accountability for why appointment scheduled if not ok to proceed. My insurance info has not changed. Got transferred to authorization **** but no one answered. No one willing to make any effort.Then got 3 more reminder calls about appointment they supposedly canceled.Delaying my spine surgery, completely disrupted work day, zero respect and almost impossible to understand horrible grammar and accents.
Business Response
Date: 01/08/2024
Hello ******,

In reference to this BBB complaint, The patient has been contacted by a supervisor in our scheduling department to address concerns. We have pulled and reviewed all calls made to and from the patient. Feedback has been given to our scheduling team and we will use this as a topic for discussion in future trainings. We feel at this time this has been addressed as we have fulfilled the desired settlement with a professional call made directly to the patient today 01/05/2023.
Customer Answer
Date: 01/08/2024
Ive gotten 50 automated calls texts and emails harassing me to reschedule.
Trash quality control representative called me after a night of drinking to lie and bs at 7am in the morning. Had almost no speaking voice.
This company impeded my surgery, lied in my medical file, publicly slandered and humiliated me for no reason other than greed and idiocy. I wont be happy until they are buried in complaints and legal damage debt
Pure trash. Every new contact will create a new lawsuit.

Business Response
Date: 01/10/2024
Hello,

We have addressed this with the representatives involved and will be handling this internally. We have corrected and made sure you will not receive automated calls or texts. Again, we apologize for the less than satisfactory experience.

Thank you,
******************
Initial Complaint
Date:11/14/2023
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.
On July ****** ******** had a referral to have images of neck and he has ******** and ******** and he should have not been charged he had to pay them $94.17 for a co payment. He should not have been charged he would like his refund. We keep getting the run around from Simon Med, they keep on saying give them more time, we are just asking them for the $94.17 to be refunded.
Business Response
Date: 01/05/2024
Hello ******,

This complaint was addressed by the billing department. We have issued the patient their refund via check on 11/29/2023. We have confirmed the check was processed.

Can this please be closed out?
Initial Complaint
Date:11/14/2023
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.
My wife had an *** done at SimonMeds ****** location in ******, ******* on 07-12-2023. We never received a bill for the amount that our insurance did not cover. Nonetheless, my wife has been receiving phone calls (voicemails) from SimonMed regarding an overdue bill. I contacted their offices via the only mechanism available -- the toll-free telephone number. Surprisingly, there is no other mechanism such as email or chat. I encountered a veritable dead-end. In verifying my wifes account information, which I was able to do, I learned that they have the wrong address on file. The representative on the phone would not update the address so that we could finally receive a bill, without speaking with my wife, despite the fact that the financial transaction is not regulated under HIPAA and I am listed on my wifes account, just as she is on mine. I am also the one who pays the bills. We both have busy schedules and are unable to spend time on anything but online options to conduct business since phone calls often require an inordinate amount of time, as it did in this case. Relying entirely upon online contact is certainly not outside the norm in todays world. My wife works during their telephone business hours. Apparently, the situation is the result of a new billing system that SimonMed recently implemented. Our address has been the same for years, and the address that was used on the paperwork for the services being billed is the one to which the bill should have been sent. However, somehow, the new billing system used an older, previous address. Their representative could not provide me with any mechanism by which to pay the bill online (or by automated phone payment), because we do not have an access code or account information by which to do so. This would have been on the bill we never received.because they have the wrong address! This is a circular unresolvable problem. Just as an aside, we were also not happy with the *** report to begin with and had considered contacting them about it. However, neither one of us had the time to do this, particularly since they do not provide access to anything but an overseas phone center for scheduling and billing. I have a medical background and the radiologist who reviewed the *** produced the most flimsy report I have personally ever seen. This only adds insult to injury. I have been considering filing a complaint with the appropriate medical regulatory agencies. I would like to receive a reasonable response from SimonMed on this situation. First, the *** should be reviewed and the report written in a way that is more consistent with an imaging study of this kind (i.e., measurements and observations related to the organs imaged). Secondly, I would like to receive a bill at the correct address in a timely manner and to be provided with a reasonable amount of time to submit payment. Furthermore, we do not want to receive any more phone calls or texts regarding overdue bills that we never received. It seems to me that SimonMed goes to great lengths to shield itself from public contact via any means aside from a toll-free number that only reaches front-line representatives in an overseas call center. This is unacceptable in matters such as these. I personally do not appreciate having to waste my time on an effort that should otherwise have taken mere minutes to resolve. Thank you.
Business Response
Date: 11/22/2023
Hello,

Thank you for allowing us time to further review. For both patient accounts we show a zero balance. Please disregard any bill notices that you have received as we have corrected and addressed this issue with our billing team. We apologize for the less than satisfactory experience. If you should have further questions you can contact ** at ************ ref # *****.

Thank you,
******************
Customer Answer
Date: 11/22/2023

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:11/13/2023
Type:Product 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 had two scans performed on January 10, 2023 at the Simon Med,********** location. The first claim number is ***************. The second claim number is ***************. I was required to pay upfront $ ******. This was paid on my **************** card ending in ***** at the time of service. I was told that once Simon Med had been paid through the insurance, I would be reimburse any difference between my responsibility and the previous payment. I have call numerous times about this payment and was told either it hadnt been processed or it takes time. The first claimed was paid by my insurance on January 21, 2023 and the second January 26, 2023. My responsibility for these two claims came to $310.54. I paid upfront $******-I am due a refund of $197.02. I have made repeated calls to the company but have not received any explanation other than it will be expedited.
Business Response
Date: 01/10/2024
Hello ******,

This complaint has been reviewed and addressed. The patient was owed a refund in the amount of ****** . This has been released back to the card used at time of service.

Can we get this resolved?
Customer Answer
Date: 01/10/2024

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,

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

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SMI Imaging LLC is NOT a BBB Accredited Business.