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Business Profile

Medical Imaging

SMI Imaging LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Imaging.

This business has 1 alert

Complaints

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

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SMI Imaging LLC has 147 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Do not pay them up front. Wait for your insurance to send you a detailed explanation of your benefits. I paid Simon Med directly on Feb 7 and Feb 10 because I had to. My insurance ended up covering 100% afterwards, so I was I was supposed to get a refund, but Simon Med never told me that my insurance also payed them and covered the cost. Luckily, I found by accident on insurance records that I am owed this refund from Simon Med. I have been trying to get the refund since July 2023. Now is November 8th. I have heard so many stories and excuses from the customer service representatives, but I have not seen my refund. They have said things like "we sent it in August." ** that "we will put back on your Credit Cart. You will get it but at the end of the week." You owe us money" etc... Shameful. They would have never let me know that I have a refund. They would have never let me know that my insurance covered the cost. It saddens me to say it, but Simon Med is a company that steals its patients' money.

      Business Response

      Date: 11/17/2023

      Hello, 

      This matter has been completed and is now resolved, proper adjustments have been made and the current account balance is $0. If anything, further is needed, please feel free to contact us at ************ using reference # *****. 

      Thank you, 

      **************** 

      Customer Answer

      Date: 11/17/2023

      This matter has not been resolved.  I have not received the check. I'm still waiting for my refund. My next step is to *** them for larger amount .I need to include for inflation. 

      Business Response

      Date: 11/28/2023

      Hello, 

      This issue has been looked into and resolution has been provided, adjustment was completed and the balance in question now sits at $0. If you have any questions, please feel free to contact us at ************ using reference number #*****. 

      Thank you! 

      Tianna Z 

      Customer Answer

      Date: 11/29/2023

      It hasn't been resolved.  I still haven't seen my money.  I keep calling them and keeping hearing excuses. I don't know how many excuses they can have. Very disappointing and dishonest  company and employees. 

    • Initial Complaint

      Date:11/07/2023

      Type:Product Issues
      Status:
      Resolved
      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 June 16,2022 I had an MRI @ SimonMed who advised I hadn't met my deductible (which I had but they wouldn't provide service unless I paid). I called them September 21, 2022 advised they would send to billing to investigate and would hear back within **** days. Never heard anything. Called In October of 22 was told they were moving to new billing system and would need to wait until that was completed, never heard anything.9/20/23 called advised they had to submit a ticket to the old billing system and never heard anything, I advised that I recived and EOB from ********** and they received another payment from them for $417.95 and I would like a refund on my $ I paid to them - the $40 co-pay. 11/7/23 called again and was told they will submit to refund department and no time frame as to when I will hear. ********************* Account #************

      Business Response

      Date: 11/27/2023

      Hello, 

      CID #******** has been worked; patient was called directly by one our billing members and they are aware that the refund is on the way. Can we get this resolved? 

      Thank you! 

      Customer Answer

      Date: 11/27/2023

      I am willing to accept the payment however they have told me the check is in the mail before, so until I receive payment I DO NOT accept a phone call saying they are going to send payment.  I will update you once I have received payment. 

    • Initial Complaint

      Date:11/07/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 to have a procedure done 5/23/2023.I called to make an appointment the representative told me it was covered 100% by my insurance no copayment.When I got there they insisted I pay ****** otherwise I will not be able to have it done which I did pay.I got in touch with my insurance company and they said they were not supposed to charge **** called Simon Med and they will issue a refund in 45 days.I still have not received my refund every time I call they will tell me it will be refunded to me between 7 to 10 business days. So it's almost six month and still waiting. Very unacceptable business practices for such a big company.

      Business Response

      Date: 11/15/2023

      Hello, 

      This matter has been completed & worked directly with the patient. If anything, further is needed, please feel free to reach out to us at ************ using reference at #*****. 

      Thank you! 

      **************** 

      Customer Answer

      Date: 11/15/2023


      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:11/06/2023

      Type:Product Issues
      Status:
      Answered
      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 7/20/2023 I attempted to do a payment plan at the ********* office but the office clerk said she was unable to do it, so I paid with a credit card, upon checking my checking account I discovered they took the payment plan money from my account. I called, told them I paid my deductible with a credit card and they told me it would be 60 days to get my money returned it has been 90 days of hang *** and loops trying to get my money returned. I would like my $60 returned. Please anyone reading this let it be known I do not recommend this company. Do your research

      Business Response

      Date: 11/15/2023

      Hello,

      This issue has been addressed & resolved. Adjustments have been made and the account balance is now $0. 

      Thank you, 

      **************** 

    • Initial Complaint

      Date:11/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Simon Med Imaging has been trying to bill me for something my insurance would cover, but my insurance company (BC/BS or *******) first needs Simon Med to send them a retroactive authorization request. Apparently, Simon Med never sent them authorization in the first place, so BCBS denied the claim. Now, I can't get anyone at Simon Med to respond to my requests to resolve this issue. I've been trying for at least six months to get them to send a retroactive authorization to BCBS. It's maddening.

      Business Response

      Date: 11/15/2023

      Hello, 

      This request was looked into & has been adjustment. The balance is now $0. 

      Thank you, 

      **************** 

    • Initial Complaint

      Date:10/31/2023

      Type:Billing Issues
      Status:
      Answered
      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 2/14/23 I paid my $25 co-pay for service at Simon Med. Simon Med continues to bill me for this $25 charge. After receiving each bill I spoke to a representative who assured me their billing error would be corrected and I could disregard that bill only to receive another bill for that amount. Simon Med has failed one again to acknowledge that payment as I now have another bill dated 10/20/23. Simon Med needs to acknowledge the fact that $25, the amount they continue to bill me for, was paid on date of service and correct their billing records to reflect that payment and stop harassing me.

      Business Response

      Date: 12/05/2023

      Hello! 

      CID ******** has been completed; the adjustment has been made and the account balance now sits at $0. Can we get this resolved? 

      Thank you! 

    • Initial Complaint

      Date:10/31/2023

      Type:Billing Issues
      Status:
      Resolved
      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 3/3/23 I had a Mammogram at a Simon Med facility. I received a bill from Simon Med for $683 which is the total price without insurance. It was run through my insurance and my insurance shows I owe $123.23. Simon Med is trying to collect the full amount and not the negotiated rate since they are an in-network provider for my insurance. I have called 10+ times and talked to an overseas call center. They keep telling me to ignore the bills that say it is going to collections and the back office team will re-process the claim. 7 months later I am still dealing with them telling me I owe them the full amount and not the negotiated insurance amount per the **** I am tired of dealing with this. This is my last attempt at solving this.

      Business Response

      Date: 12/05/2023

      Hello, 

      CID #******** has been completed, someone from our billing team reached out and left a message the patient, a new bill has been generated and sent out. Can we get this resolved? 

      Thank you!

      Customer Answer

      Date: 12/05/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I consider this complaint resolved as long as they do not try to bill me again for the same service.

      Regards,

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

       

    • Initial Complaint

      Date:10/30/2023

      Type:Product Issues
      Status:
      Answered
      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 November of 2022, I went to SimonMed Imaging to inquire about the price for a mammogram for self-pay patient. I do not have health insurance. I was advised by the counter clerk, the amount was $100.00. I agreed to the price amount and scheduled my mammogram for 12/02/2022. On said date, I went to the counter and paid $100.00 (money has to be paid upfront) and got a receipt for same. I had my mammogram done and received the results.I March of 2023, I received a billing text from Simon Med in the amount of $871.00. I was shocked. I immediately called the billing department and they said they will review the bill in ***** days and they will let me know the resolution of same. I then received a billing statement, acct# ***** in the same amount. Around June/July, I walked in the facility and ask for the manager(*****) who advised me to ignored the bill. However, I did not ignore it. I called SimonMed billing every month and then again will say that they will review the bill and it will take ***** days. I called and ask for a manager and their answer was, "they are busy." In October I received a final notice with threat to collections by 11/05/2003. I drove to facility and spoke with manager (*****) again and she said she will email billing with an escalation.I have driven to the facility 4 times, including today and still no resolution has been reached. Facility Mgr (*****) says she will re-escalate her email to billing but that they are a separate entity and there is nothing else she could do to help me. She says she cannot understand the reason why I am getting those charges since the mammogram was paid for before the service was rendered and what I'm getting billed is not what the cost of the mammogram was at the time of my service.Nobody in the billing department has done nothing to help me. They never called my back and every time I call, I have to explain my situation again. All they do is offer me a payment plan for money I don't owe them.

      Business Response

      Date: 12/05/2023

      Hello, 


      CID ******** has been completed; adjustments have been made & the account balance is now $0. Can we get this resolved?

      Thank you! 

    • Initial Complaint

      Date:10/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 March 15, 2023 I had a CT performed. The person at the front said my co-pay was $350, which I paid by credit card. My health insurance determined that my actual responsibility was only $100. I have tried contacting SimonMed repeatedly to try and get the $250 overpayment refunded. I've been told that the check is in the mail countless times or that my credit card would be refunded. I've asked to speak to supervisors, yet they're never available nor do they ever call me back. It's now been 7 and a half months and I still haven't been refunded. Every person on the phone has a different excuse why my check hasn't arrived. One even told me to call the post office!

      Business Response

      Date: 11/02/2023

      Hello, 

      Patient was contacted directly via phone; the request was completed on 11/01/2023. If the patient has any other questions or concerns, we can be reached directly at ************ using reference #*****. 

      Thank you, 

      **************** 

       

    • Initial Complaint

      Date:10/27/2023

      Type:Product Issues
      Status:
      Answered
      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 6, 2023, I had a diagnostic procedure at the ***************. **, location of SimonMed. They overcharged me significantly for this procedure. I informed them at the time that I'd met my health insurance deductible and the charge was excessive. They replied that I had to pay that amount to have the procedure and if I was owed a refund, I would receive it after they were notified by my carrier. After I received my Explanation of Benefits (***) for the procedure, I learned my responsibility was $8.96 versus the $156.95 they charged me. In late July, after I received the *** showing that the claim was paid by insurance on 7/20, I contacted SimonMed's billing department to request a refund. They claimed they did not yet have the *** and once they received, they would investigate and I would receive a refund, IF DUE, in 45 to 60 days. I contacted them again a week later and they claimed they still did not have the ***. I then contacted my carrier to see if they could make any headway with them. Since then, 3 different health insurance representatives have contacted them multiple times, to little effect. They have requested to speak to supervisors and are always told there is no supervisor available and they have never received a return call from a suprvisor after multiple requests. As of 10/19, I received a refund of $40.20 to my HSA card account. Additional attempts to request the additional $107.77 I am owed have been unsuccessful other than being told I would receive any refund due in ANOTHER ***** days AFTER they investigate and get a refund approved. I did see the notice that this company already has a pattern of compalints for these exact practices, but am adding mine anyway,

      Business Response

      Date: 01/08/2024

      Hello ******,

      This BBB complaint was resolved on 11/28/2023. We refunded the patient. Patient received the refund.
       
      Can we get this resolved?

    SMI Imaging LLC is NOT a BBB Accredited Business.

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