Business Profile

Medical Imaging

SMI Imaging LLC

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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:11/13/2023
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.
On February 9, 2023, I had a mammogram and an ultrasound at Simon Med due to an unusual mammogram in January 2023. I was charged and paid $439.05 at that time. My insurance EOB showed I should have only paid $343.33, a difference of $95.72. On August 29, 2023, I had a follow up ultrasound at Simon Med. I was charged and paid $106.65 at that time. My insurance EOB showed I should have only paid $99.46, a difference of $7.19. I am now owed $102.91 for overpayments. I have attempted to get reimbursed by calling the Simon Med billing department on February 27, 2023, March 6, 2023, April 21, 2023, August 24, 2023 and October 30, 2023. I keep being told my case will be expedited and to call back anywhere between one week and 45 days later. I also emailed the Simon Med billing department on October 30, 2023. It has now been two weeks with no response from Simon Med. I would like a refund of $102.91 for the amount I overpaid to Simon Med.
Business Response
Date: 12/07/2023
Hello,

CID # ******** was completed; the refund was completed back to the card used at the time of service. Can we get this resolved?

Thank you,
Customer Answer
Date: 12/14/2023

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: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 had a *** Scan done on 9/12/2023 due to a car accident. Simonmed imaging ******** told me the amount I owe as they contact my health insurance which was incorrect. They check again and told me the wrong amount. I got a call back from healthnet latter in the day after the *** san and the supervior told me Simonmed imaging never called about me. She list places that did. I was charged $250 on 9/12/203 for *** The *** from insurance was process and my copay for the *** scan in Sept was $325 so I owed $75. On 10/12, I was charged again $249.72 and I called. I got told the automatic billing would stop and refund would be mailed out. That took about an hour on the phone on 10/12 or 10/13. Today is 11/13 so about 3 to 4 days ago, I got a bill saying I owed $75 with no notice of the charge from 10/12 I notice yessterday, 11/12/2023 that I got charged again another $249.72 on my credit card. I spend roughly 2 hours on the phone today and emailed. I been told check been mailed, a check was not mailed, a credit card refund will be done and have been told that they don't do credit card refunds. I should have a refund of $424.44 hopefully to my credit card, I spend hours on the phone been told different things. I need help so hopefully this helps.
Business Response
Date: 01/05/2024
Hello ******,

This patient has been refunded and has been contacted in regards to the refund that was released on 12/05/2023.

Can this be resolved on your end?
Customer Answer
Date: 01/05/2024

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. I hate to threaten them with legal action for a response.

Regards,

*****************
Initial Complaint
Date:11/12/2023
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.
The date of transaction was Jan. 20, 2023. On that date, I paid Simon Medical at ************************************************************, $957.06 prior to a CT scan that was performed that day. They require customers to pay any co-pay in advance of services.On March 23, 2023, Simon Medical sent me an invoice claiming I owed them $3,481.49, and didn't acknowledge the payment I made in person on Jan. 20, 2023.My health insurance provider Aetna reviewed the item and said I had overpaid Simon Medical by $435.85. ***** said I was responsible for two member portions amounting to $521.21, and Simon Medical ownedme a refund. I informed Simon Medical's *******/billing department of this and they insisted the company was owned $3,481.49. I also informed them that my co-pay for the identical service in July 2022 at Simon Medical, the exact same service as in January 2023, was $407.56. I called Aetna again and Aetna called Simon Medical's billing department with me on the line. After much discussion, ***** said they needed several weeks to review the claim but their review went on for months and in June 2023 they sent me another invoice for $1,639. On July 20, ***** informed me that I was only responsible for the two member portions, which I mentioned above that I had already paid Simon Medical in advance of the service, and that Aetna has reviewed all of this with Simon Medical's billing department. I heard nothing more until Nov. 12, 2023, when I received a text from Simon Medical that there is an outstanding balance they want paid. It is ludicrous that this nightmarish experience with Simon Medical is still going on after all these months.The reference number on Simon Medical's original invoice was HJS022379. I don't owe Simon Medical anything. The company needs to stop harassing and ******* me, acknowledge that between *****'s payments and mine it isn't owed any money from me and to close this account.Please help.
Business Response
Date: 01/05/2024
Hello ******,

In reference to this complaint, billing communicated with the patient due to the insurance claims pending we are not able to issue a refund. I have escalated this matter, at this time we are showing that it is still pending denial on the claims. Once that is done pending our billing team can issue the refund. If there is any further questions the patient can also contact our billing department to further explain in detail.

Can we get this closed out?

Customer Answer
Date: 01/05/2024
according to *****, this claim was fully resolved with Simonmeds billing department. ***** says I dont owe them anything as I already overpaid them. The company appears to be Ill informed, probably by their seemingly inept billing department.
I will no longer deal with their billing department. Been through that and it is an exercise in futility.
Business Response
Date: 01/07/2024
Hello,

I have passed this information on. We will make all proper adjustments. A new statement will be mailed out to the home address that we have on file showing nothing is owed to SimonMed on your end.
If there is a refund owed, we will be reaching out to confirm that payment release when that becomes available.

Thank you,
******************
Customer Answer
Date: 01/11/2024
SimonMed has finally admitted to falsely billing me for a year for a claim that was paid promptly a year ago. However, the company owes me a refund for this matter to be completely resolved.
Business Response
Date: 02/02/2024
Hello,

We have made three attempts to contact the patient to confirm address to issue a refund check. The patient has not returned any calls. Patient is owed a refund and will be process once we receive a call back. billing can be reached at ************ from Monday to Friday from 8AM to 9PM, Eastern Standard Time (EST) and press option # 6 for Billing.

Can we get this resolved?
Customer Answer
Date: 02/03/2024
Dear BBB: I have not taken calls from SimonMed or whoever is acting on its behalf making these calls because a call will not provide a permanent record of the exchange and calls in the past with SimonMed's representatives have proven fruitless. This company has my home address on record; it is the same address it has used for the past year to send inaccurate invoices. And for the record, the phone messages I have received on behalf of SimonMed say NOTHING ABOUT REQUIRING A MALING ADDRESS. So if all the company wants is a home address, that should have been specified in the messages.
I am writing my address here for SimonMed, so the BBB has a record of this: *************************, **************************************** 10E, ********, **** 10024.
Also, SimonMed has not not sent me any written correspondence by **** mail confirming that this matter was satisfied and that I am owed a refund. It is imperative that SimonMed acknowledge in writing to me at my address above, the address it has on record, that this matter was satisfied in full, the account has been closed, and that it is sending a refund.
And thanks to the BBB for its assistance.

Customer Answer
Date: 02/23/2024
Hi ****. Pleasure speaking with you.
I did reply to that email from BBB weeks ago. In my reply I stated for the BBB record my mailing address, noting that the company has my address as evidenced by the erroneous invoices it sent me for a year.
Also in that email I asked for a letter from the company stating that the account has a zero balance and is closed.
Pursuant to my reply, the company mailed me a refund check but has not sent a letter stating that there is a zero balance and the account has been closed.
Given this companys actions for the past year I consider it necessary to gave in writing that this account has zero balance and has been closed.
Bests,
****
Business Response
Date: 02/27/2024
Hello,

We have verified that the patient received her refund and also made her aware that she will be sent a ledger showing she has a zero balance to her mailing address.
Thank you,
******************
Customer Answer
Date: 03/17/2024
Dear BBB. Thank you for passing along this message. Please be advised that the company has NOT mailed me anything that shows this account with a zero balance and that it has been closed.
Customer Answer
Date: 04/18/2024
Good day. The company still has notnot sent me a letter stating that this account has nono outstanding balance and that it has been closed.
Business Response
Date: 06/05/2024
Hello,

We have made attempts to contact the patient to verify if the itemized statement was received. We were unsuccessful and have not received a call back.
Can this be verified so we can get this closed out?
Customer Answer
Date: 06/05/2024
I had one voice mail from someone saying they represented the company asking if I had received a statement from them. The answer is a resounding NO and they know it. I have repeatedly requested a single letter from the company saying that account was satisfied AND closed. The company knows it hasnt sent this. I get my mail; they havent sent it.
Business Response
Date: 07/08/2024
Hello,

Upon review the patient stated she has received her refund and asked for a ledger to be mailed. The ledger was sent via mail to the patients address. No further information is found in the account as it is closed.

Can we get this resolved?
Customer Answer
Date: 07/08/2024
I did not request a ledger; I requested a letter stating that this account was fully satisfied and that it has been closed. The company called me on June 18 and asked if I had received the letter. Thats it. Had I received a letter per my request. I told the woman caller that I had not not received such a letter from the company. She said she would send it. This company as NOT NOT sent the letter and it is now July 8.
As far as I am concerned this is more of the same from this company and my complaint hasnt been fully resolved.
Initial Complaint
Date:11/12/2023
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.
On 12/27/2022 I went to SimonMed for 3 MRI scans. Prior to agreeing to the appointment, as SimonMed requires payment up front, their billing department got authorization from Aetna and advised of our responsible portion. I have included a receipt of that payment of $1,464 which was the total for all 3 scans combined -- $488 each. A few months later a bill of $2,532 appeared in the mail. Upon researching it appears that SimonMed billed all 3 tests as 1 single tests resulting in 2 of the 3 scans being billed entirely out of pocket. My spouse and I notified SimonMed upon receipt of the first bill and we were advised that this was a mistake and the billing department would review and to wait 45 days. 45 days later we got a text, again, they stated that this extra $2,532 was owed. I again contacted SimonMed and was assured that this was a mistake. Another 45 days elapsed and again we were requested to pay this portion. Overall, in the last 11+ months we have been in contact with SimonMed numerous times, each time told to wait 45 days and that it is a mistake. I have requested a manager and they say there is no one available. I have requested to speak directly to the team who is responsible in correcting this mistake and told they are also not available. The latest conversation we were told that we actually were owed a refund as we over paid which makes this even more confusing-- it has now been 65 days since that conversation and there has been no update. Not a single person we have spoken to will provide anything in writing other than the paper statement which shows their mistake. There appears to be no one within ***************** to discuss this matter either. We would like this rectified immediately as it is causing undue stress as we already paid the portion we were advised up front.
Business Response
Date: 02/02/2024
Hello,

This patient has been refunded in the amount of $732.00.

Can we get this resolved?
Customer Answer
Date: 02/03/2024

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:11/10/2023
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.
Hello, I had paid $605.25 for an MRI and my EOB came back for $371.87 which would have resulted in a refund of $233.38. I was had inquired why I had to call to request my refund instead of it being automatically processed. The person in the call center could not explain that to me, but did say refunds take up to 45 business days, which in my mind is a scam. I had requested to just pay my co-pay in the beginning, but was told that was not an option. I agreed to pay, but now that I see I overpaid, I just want a refund. I had requested a confirmation number that the refund has processed and no information or documentation was provided to me and was reassured it was just "placed in a list". I had requested a supervisor and was told all of the supervisors were in meetings the rest of the day.
Business Response
Date: 11/27/2023
Hello!

This issue was looked into, and the resolution has been met. The refund was completed on 11/15 back to the card used at time of service. Can we get this resolved?

Thank you.
Customer Answer
Date: 11/27/2023

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:11/10/2023
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 a procedure at SimonMed *************** at ********************************** on 01/17/2023. They charged me $242.04 for the visit. When I received my insurance coverage info, it stated I should have only been charged $114.08. I then began reaching out to SimonMed to try and receive a refund for the difference of $127.96. Everytime I call, they state they see the refund and it should be mailed out and to wait ***** days to follow up. I spoke with Simon Med on March 21, May 17, July 7, September 21, and October 9, and every time I received the same excuse. The last two times I spoke with them they said they escalated it to a manager and I should receive the refund in **** business days. To date, I still have not received my refund for the overpayment of $127.96. It feels as if I am just going around in circles with this company. I just want my refund for my overpayment so that I can move on.
Business Response
Date: 11/17/2023
Hello,
This matter was looked into, and a resolution was found. One of our billing team members reached out to the patient and message was left. For any further assistance please feel free to reach out to us at ************ using reference number #*****.
Thank you,
Tianna Z
Customer Answer
Date: 11/17/2023
To date, I have not received any messages from this business, either emails or voicemails
Business Response
Date: 11/28/2023
Hello,
This issue has is being worked and currently on its way to being resolved, I called and spoke to the patient directly and verified all information to pass on to the billing department. If anything, further is needed please reach out to us at ************ using reference #*****.
Thank you,
Tianna Z

Customer Answer
Date: 11/29/2023
I spoke with someone from SimonMed yesterday, and I was still told the same thing I have been told for the past 8 months, that they have sent the request to billing and that once they process it, I should receive the check in **** business days. This is the exact same conversation I have had with them multiple times in the past. When and if I actually receive the refund check from SimonMed, I will let the BBB know.
Customer Answer
Date: 01/04/2024
I filed BBB complaint #********. It was closed out because the business had communicated with me. I spoke with SimonMed on November 28, 2023 and I was told that I should receive the refund check within **** business days. I still have not received the refund and this is what they keep telling me every time I call. Please help me! I had a procedure at SimonMed Waterford Lakes at ******************* on 01/17/2023. They charged me $242.04 for the visit. When I received my insurance coverage info, it stated I should have only been charged $114.08. I then began reaching out to SimonMed to try and receive a refund for the difference of $127.96. Everytime I call, they state they see the refund and it should be mailed out and to wait ***** days to follow up. I spoke with Simon Med on March 21, May 17, July 7, September 21, and October 9, and every time I received the same excuse. The last two times I spoke with them they said they escalated it to a manager and I should receive the refund in **** business days. To date, I still have not received my refund for the overpayment of $127.96. It feels as if I am just going around in circles with this company. I just want my refund for my overpayment so that I can move on.
Business Response
Date: 01/05/2024
Hello,

Thank you for allowing us time to further investigate this matter. Upon review we do see a refund is owed. The refund has been approved, we have tried to make contact to inform you the details of the refund. If you have any questions please return the billing phone calls.

Thank you,
******************
Customer Answer
Date: 01/05/2024
I spoke with Simon Med on 11-28-23 and already verified that a refund it owed and even verified my mailing address, and was told that I would receive the check within **** business days. I have called the business twice since then, and every time I keep getting the same story. It should not take almost a year to get a refund, due to their overbilling.
Business Response
Date: 02/12/2024
Hello,

This refund has been released to the patient.
Resolution to this has been satisfied. We apologize for any inconveniences this has caused.

Customer Answer
Date: 02/12/2024

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 have received the refund check from the business and consider the issue resolved. Thank you BBB for all of your assistance!

Regards,

*************************************
Initial Complaint
Date:11/09/2023
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.
On 01/25/2022 I had an MRI done at the ***************************** SimonMed Imaging office. This was in preparation for an outpatient surgery done later this same month.Before they would start the **** the desk staff gave me an estimate of what my OOP charges would be based on what they felt my insurance (BCBS of AZ) would cover. This amount came to $410.74 .During the remainder of 2022, SimonMed sent me additional invoices for more money. Each time I called them and said they needed to process such requests through BCBS of AZ. In early 2023, I received an EOB (Explanation of Benefits) from BCBS summarizing that as one of their in-network providers the total amount SimonMed should have collected was only a total of $335.75 .The difference between these two totals is $74.99 . I requested this be refunded to me in July of 2023. I was told this request needed to be researched and that I would be called back with the outcome. This never happened.I contacted SimonMed several times this past week (week of November 5, 2023) to make the same request. The first call hung up on me. The 2nd call resulted in an "I cannot help you" response and an offer to transfer me to the department that could assist me. The transfer got me another agent who couldn't pull up the account information. She verbally took the information from me (my account number and other personal identification items) and said this would be "escalated". However I was warned that there was no timeframe promise for a call back, much less a resolution. There was also no path to call the escalation team directly. This is coming up on two years in January 2024.I will never use SimonMed ever again. I would just like some help on recovering my $74.99 refund for the overcharge in their estimate which I had to overpay at the time of service. I have job where it is very difficult to pursue this myself anymore and request the BBB's assistance. Thank you.
Business Response
Date: 12/05/2023
Hello,

CID# *******. Out billing team and I have tried to reach out to patient multiple times with no success, at this point in time without conformation from the patient we cannot proceed with the request they are wanting. As of right now this ticket will be closed on our end and will be reopened once we get a response from the patient so that we may proceed.

Thank you,
Initial Complaint
Date:11/09/2023
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.
Visited Simon med on 10/3/23. Had X-rays done of spine and hands. Was told I needed to pay in full before services. They told me my insurance was requiring me to pay $254.91 for all X-rays. I paid in full before receiving X-rays. Over a month later on 11/9/23, I received an email requiring additional money for one hand xray that was listed twice on the same bill for $63.48. I called Simonmed asking why and they said my insurance deductible was more than they told me on day of service. They are supposed to clear deductibles with insurance companies before charging for services. They failed to do this. I want the balance removed from my account.
Business Response
Date: 11/17/2023
Hello,
One of our billing team members reached out and spoke to the patient directly, the claim was resubmitted and there is a $0 balance reflecting on the account.

Thank you,
Tianna Z
Customer Answer
Date: 11/18/2023
My account has not been wiped clean of their overcharge as evidenced by this picture of my online simonmed account view as of 12:00 AM Saturday 11/18/23. Ive received nothing but emails (second image attached received yesterday 11/17/23 at 9:19AM) and calls to pay this overcharge on their part. To say my balance is 0$ and that I was spoken with directly to have this matter resolved is a false claim. Until this overcharge is actually removed from my account, I have evidence of Simonmeds fraudulent actions to have my lawyer move forward and file suit.
Business Response
Date: 01/05/2024
Hello ******,

This complaint has been reviewed, the patient spoke with a representative in our billing department. There was an error with insurance as a claim was denied, but it has since been rebilled and there is no balance for this patient.

Can this please be resolved?
Customer Answer
Date: 01/07/2024
Again, this company is lying. I have not spoken to anyone in their billing department and the original balance due on my account with ******************** has increased by hundreds of dollars since my initial complaint with BBB.
My account with this business has NOT been wiped clean. Another lie in this business reply to BBBs second inquiry with them as evidenced by the attached billing statement.
I want documented proof from SimonMed that I dont owe them anything via an emailed updated account balance statement.
Business Response
Date: 02/02/2024
Hello,

Per our billing department The reason why patient has a balance is due to deductibles by insurance for date of service 10/03/2023. If you wish to speak to one of our **************** Representatives, please contact ************ from Monday to Friday from 8AM to 9PM, Eastern Standard Time (EST) and press option # 6 for Billing.

Customer Answer
Date: 02/02/2024
So, SimonMed has said twice they have wiped my balance in the past two of their responses to BBB and now they are contradicting themselves in saying I have a balance with them, when the balance is due to their lack of communication with insurance before testing occurred. Which is it SomonMed? Pick a lane for your story. Im not satisfied with this contrary response from you. I owe nothing for your mistake as I have documented here in my responses.
Initial Complaint
Date:11/09/2023
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.
My wife, namely ********************************* attended SimonMed Imaging in ********, ** on 9/5/2023 for an ultrasound scan. She produced her ********** Blue Shield (BCBS) insurance card and an 'estimated' $69.24 was charged to my card for the procedure, Transaction # *********** refers.I have attached a scanned copy 'Receipt of Payment' for reference.Around the middle of September I received an 'Explanation of Benefits' (***) from BCBS in the mail stating that the claim was paid on 9/15/2023 and that we only owed the provider $40, a difference of $29.24. I have further attached a scanned copy of the *** for reference.In light of the above, I reached out to SimonMed Imaging on 9/25/2023 and spoke with ****************, when I outlined the issue he stated that I should receive a refund in 30 to 45 days.Having not received any correspondence or refund I called SimonMed Imaging again on 10/13/23 and spoke to **** who assured me that I would be receiving a refund and gave me a Refund Reference# RFN20230922.Today, 11/9/2023 is the 45th day after I initially called and I still haven't received a refund. So, I called SimonMed Imaging for a 3rd time and spoke to ************ who now informs me that the 30 to 45 day time span is 'working days' and not regular days!I would appreciate BBB intervention because I'm at my **** end with this company and I honestly don't believe that I will ever receive the partial refund I am owed.
Business Response
Date: 11/17/2023
Hello,
This matter has been looked into and a resolution has been met, patient was called and a message was left we can be reached at ************ using reference number #*****.
Thank you,
****************
Customer Answer
Date: 11/17/2023

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:11/08/2023
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.
On 7/24/23 I went to Simon Medical Imaging at ******************************************************** for a scheduled ***. At check in I was told my copay due at the time was $567, which I paid using my HSA card, I have attached an image of the payment which posted on July 26th within my HSA account. After the *** was settled with my insurance company in August, the insurance paid to Simon Med $453.60 and the *** showed my deductible or copay due was $113.40. I have attached the ***, for review. Apparently at check in time for the ***, I was charged the full price of the cost, and it appears that Simon Med did not check with the insurance to see what the actual copay due at the time. In August I called Simon Med billing at ************** to ask for the $453.60 refund I was due. I was told by the representative it would be 45 days after the date of service to get my refund, In October I called them again to inquire about the status of my refund. I was told I would have to wait another thirty days. I was now told I would get the refund by November 2nd. The credit back to my account or refund never happened yet. It is ironic Simon Med requires payment immediately before the procedure is done. Yet when a refund is due to the customer- they have to wait months before it is possible to get the funds back, in my case the refund of $453.60 never was returned. Simon Med agrees that the money is due to me, but they are not returning the funds in a timely manner.
Business Response
Date: 11/15/2023
Hello,
This request has been completed & communication was made directly with the patient about the resolution. if anything, further is needed please reach out to us at ************. using reference # 32418.
Thank you,
****************

Customer Answer
Date: 11/16/2023
Simon Medical Imaging called me on 11/13/23 to let me know they would send a refund to my HSA account I originally used to pay them on 7/24/23. I was told by ******* the refund would occur within 3 to 5 business days. The refund has not happened yet, why do they need another week to return the overpayment? Should be completed within one day. It has been more than three months already. I suspect this may be another delay tactic.
Business Response
Date: 11/21/2023
Hello,
Thank you for bringing this to our attention. Upon further review we did find that the patient is owed a refund in the amount of $453.60.The refund has been released back to the card that was used at time of service.The refund was released on11/13/2023. We sincerely apologize for the lapse in time to get this resolved. If you would like to get a copy of the refund receipt please contact us at ************ ref # *****.

Thank you,
******************

Customer Answer
Date: 11/24/2023

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. Simon Med finally credited the refund back to my HSA card, they claimed it was done on 11/13, but I never saw it until 11/21. Four months to get a refund due, should have been done within one week. So this matter is resolved.

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

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SMI Imaging LLC is NOT a BBB Accredited Business.