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.
135 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:10/02/2023
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.
Date of service 6/5/23. They charged me a copay and then I received an EOB from my insurance stating that I had no copay. When I went back for another procedure on 10/2/23, they charged me $105.83. I told them I should have credit but they said no. When I called the billing number they told me they would refund the June payment in30-45 days. This is bad business practice. Wher they ever going to refund me or was it just because I called?
Business Response
Date: 10/11/2023
Our billing team reached out to patient to confirm information and has been in contact directly.
Thank you!
Initial Complaint
Date:09/28/2023
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.
Company = SMI Imaging LLC aka SimonMed Date of transaction = August 11, 2022 (Account Number = **************************** paid = $475 (SMI mandated payment up front despite prior authorizing Business commitment = a healthcare related radiology procedure (MRI) rendered on 8/11/2022 Nature of dispute: My health insurance company has confirmed that the cost for this procedure was $375 so SimonMed owes me $100 + late interest. Have contacted them over a dozen times since the over-payment was made. My insurance company has also made several phone calls to SimonMed to try and resolve the issue. When calling to inquire about status SimonMed won't provide confirmation that a refund is due, nor will they indicate when the refund will be paid. When requesting to speak with a manager or supervisor, have been placed on hold and then sent to voicemail. None of my voicemails and requests for call back have been returned.
Business Response
Date: 01/05/2024
Hello,

This complaint was resolved on 10/05/2023. The patient was refunded the full amount that was requested. Patient is aware.

Can this please get resolved?
Customer Answer
Date: 01/05/2024
In their latest response, the business in question SimonMed Imaging states that reimbursement has been made, however this is not the case. I'm still owed the outstanding monies and have not received reimbursement from this business and have not received any phone calls, emails, texts or mail communications from this business relative to a refund.
Business Response
Date: 01/05/2024
Hello,

Our billing department spoke to patient he stated he has not received refund. We have added patient to AP internal spreadsheet for a check refund. Patient is aware check will be sent out 01/12/2024.

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

Customer Answer
Date: 01/10/2024
I've previously been told by the representatives of the business on a multitude of occasions over the last 15 months that I will be reimbursed "soon." This matter will not be closed until I receive in hand the amount due, regardless of how many times verbal promises for payment have been issued by the business. In addition to the total outstanding amount due, I have requested that the business pay additional accrued interest on the 15 month period that I've been waiting to be reimbursed. The rate of interest used must be the same as they would charge a customer for not settling an outstanding debt. This is only fair, given that I would be responsible to pay interest accrued if I owed the business monies.
Business Response
Date: 02/13/2024
Hello,

We have made several attempts to contact the patient for follow up. The patient was refunded via check, mailed to the patients address.

Can we get this resolved?
Initial Complaint
Date:09/26/2023
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 was sent in for a renal ultrasound by my physician. 2 days after I went in, Simonmed called me and said they had performed the wrong ultrasound on me (they did a pelvic ultrasound when a renal was ordered). I went back in for the correct ultrasound. I am being billed for both ultrasounds. I paid my balance on the renal ultrasound (the one that was ordered) but they are still trying to get me to pay for the pelvic ultrasound that was done in error (their error). I paid them $163.21 when I went in for the pelvic ultrasound and now they want me to pay an additional $226.79. I have attempted to resolve this with their customer service department 5 times. They keep saying they are sending it "to the back office" for review but I just keep getting bills threatening to send me to collections. Not only should the balance be adjusted off for the pelvic ultrasound, but they owe me $163.21 that I should not have paid for a ultrasound that was not ordered and done incorrectly by them.
Business Response
Date: 10/05/2023
Hello,
This matter is currently under review, once the investigation is finished findings will be discussed with the patient directly so that we may come to a resolution.
Customer Answer
Date: 10/05/2023
This isn't a satisfactory response, just an acknowledgement that they are looking into it.
Business Response
Date: 01/08/2024
Hello ******,

Our coder lead reviewed and determined the first charge needed to be voided. A refund has been made back to the patient on his credit card. We have called the patient to confirm the refund and left a voicemail for a call back.

Can we get this resolved?
Customer Answer
Date: 01/12/2024

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. The money has returned to my account as they described.

Regards,

*********************
Initial Complaint
Date:09/26/2023
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 CT ABD & pelvic with contrasts on 02.10.2023. I paid $ ****** at the time of services out of pocket. They billed BCBSAZ $1,637.00. Insurance paid $988.10 and they put into system that I paid $552.06 which put me in debt for $96.84. They sending me bill since February to pay this amount and I called them several times asking them to correct mistake that I paid $752 not $ 552. They told me every time I call that I dont need to pay as I have overpaid $103. They will send me check in 10 business days. I was told this 4 time so far. I received bill again today and no reimbursement check. Address: ************************************************************************************** Phone: ************** **************** # ************** I keep calling for assistance.
Business Response
Date: 01/08/2024
Hello ******,

This complaint has been addressed. A refund check was mailed out to the patient. The patient has also been contacted, we were unsuccessful at reaching the patient but a voicemail was left to call back if there is any issues.

Can this get resolved?
Customer Answer
Date: 01/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*****************************
Initial Complaint
Date:09/22/2023
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 JUNE 6, 2023 I WENT TO THE SIMON MED IN ************* FOR A CT SCAN. I PAID $272.63 AS REQUESTED BY THE ***** DESK PERSON WHO STATED THAT WAS MY PATIENT PORTION. APPROXIMATELY 30 DAYS LATER, I RECEIVED A BILL FROM SIMON MED FOR $137.80 FOR THIS VISIT. ON 7/6/2023 I CALLED SIMON MED AND SPOKE TO **** IN THEIR COLLECTIONS ***** HE STATED MY $272.63 PAYMENT WAS RECEIVED BUT IT HAD NOT BEEN APPLIED TO THIS SPECIFIC DATE OF SERVICE (6/6/23) AND THAT HE WOULD ESCALATE IT TO A SUPERVISOR AND IT WOULD TAKE 4-6 WEEKS TO RESOLVE. ON 8/10 I CALLED AND SPOKE WITH **** WHO TOLD ME THE SAME THING AND AGAIN STATED IT WOULD BE ANOTHER 4-6 WEEKS. ON 9/8/23 I SPOKE WITH ****** WHO WAS GOING TO ESCALATE IT AGAIN BUT THIS **** TO CHECK BACK IN **** DAYS. ON 9/19, I SPOKE WITH ****** WHO SAID IT WAS STILL BEING PROCESSED AND THAT HE COULD NOT PUT ME THROUGH TO A SUPERVISOR, HE ALSO ADVISED ME TO CHECK BACK IN A FEW DAYS. I HAVE BEEN WAITING FOR SIMON MED TO APPLY THE PAYMENT I MADE ON JUNE 6,2023. TO DATE, THIS HAS NOT BEEN DONE. I OVERPAID $134.83 AND HAVE BEEN WAITING AND TRYING TO FOLLOW UP ON MY REFUND SINCE JULY. AT THIS **** I AM REACHING OUT TO THE BBB AND ANY OTHER AGENCIES THAT *** OVERSEE SIMON MED TO ASSIST ME IN GETTING THIS ISSUE RESOLVED AS THIS IS DELAY AND THE LACK OF ASSISTANCE IS VERY FRUSTRATING AND NOT NECESSARY. AS A PATIENT, I PAID (OVERPAID) AT THE **** OF SERVICE AND AM ONLY WANTING A REFUND OF WHAT WAS OVERPAID. THANK YOU IN ADVANCE FOR YOUR ASSISTANCE IN THIS MATTER.
Business Response
Date: 09/29/2023
CID #******** is complete; patient was refunded on 09/27
Customer Answer
Date: 10/04/2023
I received the response from BBB that SimonMed replied that the refund was issued on 9/27/2023. I called today (10/04/2023) to check the status of it. I spoke with ********** and she advised me that it is under review and would take approximately 4-6 weeks to process, but told me to check back in a couple of weeks. This is wildly unacceptable if SimonMed is responding to the BBB with false information, it needs to be addressed. Can you please follow up on this - AGAIN. Thank you for your timely response and your attempts to resolve this in a timely manner, I truly appreciate your efforts.
Business Response
Date: 01/05/2024
Hello,

This complaint has been reviewed and addressed by our billing department.
The patient now has a balance with us due to an over refund.
Between the two date of services (1/3 and 6/6/23), the patient was responsible for $272.67. Total patient payments posted in our system equals $542.37. The patient should have been refunded $269.70 but was refunded $407.50, which is an over refund of $137.80. The balance on the acct is that $137.80 (which was then billed to the patient), the difference between the correct refund amount vs the over refund amount.

Can this please be resolved?
Initial Complaint
Date:09/22/2023
Type:Customer Service 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.
Service date 02/10/2023 Paid prior to service $257.09. Insurance EOB says $57.48 Service date 02/10/2023 Paid prior to service $90.08. Insurance EOB says $$5.39 Service Date 03/06/2023 Paid prior to $20.00. Insurance EOB says $48.80 The math: I Paid $367.17 prior to service but Insurance says I only owed $111.67 for the service I received, meaning Simonmed owes me $255.50.I called Simonmed on the following dates to resolve the issue.03/16/2023 04/04/2023 04/10/2023 all my EOB's, payment receipts we emailed to Simonmed per their request.05/26/2023 requested to speak to a supervisor was told the supervisor would call me within ***** hours, that never happened. On 09/05/2023 I received via mail a bill for $91.67 Against the three above listed service dates.09/22/2023 (Twice) requested to speak to a supervisor was told the supervisor would call me. No call to date
Business Response
Date: 09/29/2023
CID #******** is completed, refund was done on 09/27.
Customer Answer
Date: 09/29/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of refunding my money is satisfactory to me. I consider this complaint resolved.

Regards,

*************************
Initial Complaint
Date:09/19/2023
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.
simon med is billing me AGAIN - I over paid them and never got a refund like the last complaint I filed against them said I would. NOW THEY ARE BILLING ME AGAIN AFTER I THOUGHT THIS WAS RESOLVED. I WANT A REFUND AND I WANT THEM TO STOP THE BOGUS BILLING.
Business Response
Date: 09/26/2023
Hello,

Thank you for reaching out. We take all concerns very seriously and review them individually. This has been completed & a message was left with the patient with details of the resolution. Any other details of the resolution can be communicated to the patient directly by calling ************ using reference #*****

Thank you,

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

Business Response
Date: 09/29/2023
CID #******** is completed; refund was done on 06/09 & adjustment was made.
Initial Complaint
Date:09/19/2023
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 MRI imaging done on 2/13/2023. I had paid this business $880 of self pay on date of service because I had not received my health insurance information from my new job yet. My health insurance was valid on the date of service, but I was told that I had to pay that day and would be refunded later. This company has not properly processed my claim to my insurance company to provide the post authorization needed for my insurance company to cover the charges. I have been refunded a total of $55.15 of the $880 of charges, There is also $425 un-accounted for on my claims that I am able to see through my insurance information. They will also not email me an itemized receipt for my date of service to explain these charges and why they are not refunding me. I am only able to contact the billing department @ ************** and they are not able to assist me or tell me why they are not getting this completed. The people at the number tells me that the back office team has to take care of this, however, the back office team will not call me and they rarely respond to my emails. This has been WELL OVER the ***** days allowed to be settled.
Business Response
Date: 10/02/2023
CID #******** is complete; refund was done 09/20
Customer Answer
Date: 10/02/2023
A refund has not been received. There are no refund transactions to the card.
Business Response
Date: 10/04/2023
A refund check was sent to the address on file for the patient, if the check has not been received, please call us at *********** using reference #***** so that we may assist in tracking.
Thank you,
****************
Customer Answer
Date: 10/16/2023
I will call you guys tomorrow. The check for $55.15 does not cover the amount that I should be getting refunded.
Business Response
Date: 11/15/2023
Hello!

CID #******** is complete; refund was done 09/20. Can we get this resolved? Patient was refunded and check was cashed. This is resolved.

Customer Answer
Date: 11/16/2023
this was not resolved. You are only referring to one claim when you guys had many and I am contacting you about the one you guys will not submit properly.
Initial Complaint
Date:09/19/2023
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 received services on 1/3/2023 and was told at time of service that I needed to pay $193.98 which I did. However, after insurance paid SimonMed, my responsibility should have been $52.80 resulting in an overpayment on my part of $141.18. On January 20, 2023 I received additional services and was told at the time of service that i needed to pay $175.00. However, after insurance paid SimonMed, my responsibility was again $52.80 resulting in another overpayment on my part of $122.20. I contacted Simonmed and was told that a refund of the overpayment would be credited to each of the cards used for payment. I have called monthly since February 2023 and have been told over and over that a refund would be forthcoming. I am owed a total of $263.38 between both overpayments. In mid July I was told that multiple batches have been created and payment was on its way and we would see it in our accounts by 9/15/2023. On 9/18/2023 still no refund. I contacted the company and was told wait another five days. I have been waiting over 7 months for this money to be refunded. This is ridiculous. I would like the company to refund my overpayments immediately. I paid a total of ****** and my responsibility was only $105.60 over payment of $263.38
Business Response
Date: 09/21/2023
Hello,

Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into, and the resolution of this issue has been communicated directly with the patient. Any other details of the resolution can be communicated to the patient directly by calling ************ using reference #*****.

Thank you,

****************
Customer Answer
Date: 09/23/2023
this complaint is only partially resolved. One service overpayment was resolved and credited to my account. However, the remaining refund of ***** has still not been received by my bank. I will consider this complaint resolved once that has been received.
Business Response
Date: 09/29/2023
CID# ******** is completed. Refund was issued on 09/26 patient is aware
Customer Answer
Date: 09/29/2023

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:09/18/2023
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 received services from SimonMed at their Oviedo facilities on 2/15/23. I was asked to pay $424.61. While looking at my insurance's Explanation of Benefits I noticed that my responsibility was only $50 and not the $424.61 I paid for. I have called SimonMed since 7/7/23, they confirmed that I have credit on file for $374.61 and I needed to wait 2 weeks to 45 days for refund. They emailed me an itemized bill showing the negative balance as documentation for my FSA.I called again on 8/14 to get an update and was told it was still "pending approval" and that my case had been submitted 7/14 (not 7/7 when I called). I was told it was 45 BUSINESS days. I called again on 8/22 to check for progress, still on pending approval status. I asked to speak with a manager and was told there wasn't any available but that they would submit a request for one to call me within ***** hours. That same day i contacted my insurance and they confirmed they had notified SimonMed on 2/23 of that they had covered from that visit. I never received a call back from a manager, but I wasn't expecting any different. I called again on 8/28. Once again, I expressed my frustration with this whole situation and how I could not understand why case was pending approval to refund MY payment that they overcharged for. I asked the employee to clarify what was 45 business to them and he stated by 9/15 all should be completed. I said I would wait but if my refund was not completed past that date, I would seek other ways to get this resolved. Agent said they would send some escalation.I called again on 9/14/23 to get an update, the case was still on same status. The agent I spoke with said he was sending another level of escalation and that it would be resolved in 3-5 days.On 9/18/23, my insurance also tried calling them, once again, I was told they were escalating and now I need to wait another **** business days. Apparently this is common practice for them, social media has many complaints on this.
Business Response
Date: 09/21/2023
Hello,

Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into, and the resolution of this issue has been completed, a call was placed to the patient and a message was left. Any other details of the resolution can be communicated to the patient directly by calling ************ using reference #*****.

Thank you,

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

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This business has 1 alert

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SMI Imaging LLC is NOT a BBB Accredited Business.