Complaints

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

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  SMI Imaging LLC

  16220 N Scottsdale Rd Ste 600 Scottsdale, AZ 85254-1804

• 

  SMI Imaging LLC

  10815 W Mcdowell Rd Ste 102 Avondale, AZ 85392-5009

• 

  SMI Imaging LLC

  130 S 63rd St Ste 4-123 Mesa, AZ 85206-1620

• 

  SMI Imaging LLC

  20414 N 27th Ave Ste 150 Phoenix, AZ 85027-3246

• 

  SMI Imaging LLC

  20830 N Tatum Blvd Ste 190 Phoenix, AZ 85050-7253

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:08/26/2023

  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.

  CT scan on 05/25/23 at the ***************** My copay was supposed to be $100. They wouldn't let me have the scan until I gave them $350. Drove to be a bank rushed back with my $350 cash. Had the scan. MY insurance company confirmed I was overcharged. Simonmed would continue to evade my insurance company. I had to handle getting the $250 refund by myself. Simonmed started the refund process LATE around 06/20/23 so they said I had to wait for refund approval for 30 to 45 business days. I have called and so many times to make sure my claim didn't get lost in the mix. Over ********************************************************************* I had to wait ANOTHER 7 to 10 business days because my claim had to be sent to their corporate office. I am fed up. If I owed Simonmed $250 I would have no doubt they would have harassed me for their money, tacked on late fees and would send my bill to collections. So, Why as the patient do I have to wait and why can't I give Simonmed late fees for holding MY MONEY. Simonmed has had plenty of time to handle this and I will take this to small claims court. Or you can just send my check for $250 + AZ late fee interest% and we can be done with this. Again, I was only supposed to pay $100 (payed $350 at time of scan) because you got over $400 from my insurance company...and I am owed the $250 refund with my interest.

  Business Response

  Date: 09/20/2023

  CID # ******** has been completed; refund was completed on 09/11/ 2023 back to form of payment used at time of service.

• Initial Complaint

  Date:08/25/2023

  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.

  2/6/2023 prepaid $439.05, even though I have insurance. Insurance paid all except $50 copay. SimonMed owes $389.05. Every month I call, and the response is that refund is in process

  Business Response

  Date: 09/11/2023

  CID #******** has been completed; patient was refunded. 

• Initial Complaint

  Date:08/24/2023

  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 went to SimonMed on 6/1/23 for a *** . They told me the where getting an error message for my insurance. They said i need to pay $300. I didn't have it so they let me set up a payment plain of $50.a month. After i left i found out they used the wrong social security # with my insurance and i didnt need to pay anything. I called billing they said i would get refund. I called the next month and they said it would be 45 days before i get a refund. i'm also getting a bill for this *** that my insurance already paid them for. I just had an appointment for another *** . i was told i need to pay $42. i get there they tell me its $92.i didn't get the *** done . I have been asking to talk to a manager i keep getting told there in a meeting. I've left 2 message with there compliance **** and i still haven't received a call back. I think i should get paid for the hassle of having to contact them about the refund and why they are sending me a bill that has been paid.

  Business Response

  Date: 09/11/2023

  CID #******** has been completed, patient was refunded

  Customer Answer

  Date: 09/11/2023

  I was refunded but no one has called me about the issue so its not resolved as far as i'm concerned. 

  Business Response

  Date: 09/12/2023

  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 28120.
  
  Thank you,
  
  **************** 

  Customer Answer

  Date: 09/14/2023

  When I call to speak to a Manager they are always in a meeting. I have not received a call from them. I'm not going to keep calling and  wasting my time with a company thats doesnt care about customer service.  They made a mistake with billing . I paid but they took over 60 days to refund me that's not okay with me. I needed  that money to pay for my next MRI  that i couldn't get done because i didn't have the money they owed me. 

  Customer Answer

  Date: 10/13/2023

  I have still not been able to talk to an one from SimonMed. They refuse to let me talk to a manager about my issue with them.

  Business Response

  Date: 12/04/2023

  Hello ******,
  

  
  

  This BBB complaint was addressed directly with the patient. She verified with us that her refund was received, patient said she was satisfied. Can we get this one closed out on your end? Thank you!
  

  
  

• Initial Complaint

  Date:08/23/2023

  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 paid $344.99 for services at the end of May. When I got my EOB in the mail from insurance they said the entire procedure was covered. No money out of pocket should have been collected I have talked to Simon Meds billing department several times with no luck. They first told me ***** days which has long since passed. They have escalated the repayment process twice. I think I have waited long enough. They wouldnt perform my test without the money up front and I dont think I shouldve had to wait at all for a refund let alone almost 3 months

  Business Response

  Date: 08/29/2023

  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,
  
  **************** 
  
  

• Initial Complaint

  Date:08/23/2023

  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.

  Had services done on May 19th 2023. Was told I had to pay the balance in full upfront which I explained they need to bill my insurance and send me a bill for the uncovered amount. They refused to treat me until I paid the $153.**. I paid in full, and find out 2 weeks later that my insurance covered $103 of it and that I was due a refund through SimonMed.Filed a refund that day, which was beginning of June, and as of 8-23-23 I still have no refund. I have called roughly 10 times, been on hold for hours on end and getting the same run around about ***** day process time. They apologize since it has been 3 months and told me they escalated it (on 8-16-23) and would take 24-48hrs. Here we are 7 days later and still no refund. I called today and they said they escalated it again and to wait for my refund.It seems SimonMed knows they are over charging on day of service and not issuing refunds in a timely manner to solely collect interest and in hopes we would just forget about it. This seems like blatant criminal activity and needs to be address. I spoke with ************** and **************** who were supposedly supervisors. I am filing an official complaint with BBB and will be asking for criminal charges brought against them. I will also be contacting my lawyer and seeing if we can process a class-action lawsuit to cover the hundreds of other victims.

  Business Response

  Date: 08/25/2023

  
  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: 08/25/2023

  It took 3 months of phone calls and blatant disregard on your behalf plus me contacting the BBB for you to respond to me and issue a refund. Looking at all the previous BBB complaints, it seems you are well aware of your overcharging customers and your long, delayed response to issuing refunds. Your customer support and supervision all state the same thing; ***** days for refund, and when that time passes you all state you have to escelate the issue and that it will take another ***** days. In the meantime you are collecting interest on our behalf and only can only assume your refund rate is not 100% because customers are tired of being given the run around and just stop pursuing the issue. Therefore you pocket the extra money. This is wrong and almost crosses the line of purposeful criminal actions. I am not satisfied one bit in your actions and response and I will be talking to a lawyer to see if this can be addressed.

  Business Response

  Date: 09/29/2023

  CID##********. Is completed, refund was completed 

• Initial Complaint

  Date:08/22/2023

  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 got ***** *********** from my insurance company (emblem health). Upon making my appointment with ***** at ************, I confirmed with them that they participate in my insurance They scheduled my mammogram apt at their ******* office. Due to the suspicious issues, I was scheduled another mammogram and sonogram a month later. At the second appointment, I was forced to pay $295, otherwise I would not be screened. A month later I get another bill for $200 My copayment should only be $40 a visit. My insurance says that ***** has to rebill them with a different NPI. I called their billing office (which is out of state) 5 times, only to get the same girl telling me that they will review the acct. last time she told me everything is right. No new bills were submitted to my insurance company. I called ***** corporate at ************ on 8/9/23 and was told someone will call me within ***** hours Its been almost 2 weeks and No one called so far. Their billing system needs to be corrected I saw on ********* that I am not the only one with billing issue with *****. Please help

  Business Response

  Date: 09/29/2023

  CID #******** is complete, patient was called twice, and two messages were left.

  Customer Answer

  Date: 09/29/2023

  I never received any calls, nor any messages were left

  There was a call yesterday, I was not able to pick up the phone   No message was left.  
  I called that number  back , and it was ***** complaints , and I  was told that someone will call me back.   No calls , nor any messages.  
  Its a shame that such a big company takes advantage of patients and lies all around.  
  dont have to go far.  Just check their reputation on Facebook 

  Business Response

  Date: 10/17/2023

  It seems as though are billing department tried to reach out yesterday to clarify the adjustments made on patient account. If any further questions, please feel free to reach back out tour billing department at ************ with your name as reference. 

  Thank you, 

  **************** 

  . 

   

   

  Customer Answer

  Date: 10/21/2023

  I did receive a call from Simon. 
  The representative although was polite, she wasnt able to answer the entire complaint.  
  they did adjust one b bill, but failed to look at the second bill from June, where I I was charged on rhe  spot almost $300.  
  also the representative failed to answer questions about my insurance for future visits 

  
  

  Business Response

  Date: 01/08/2024

  Hello,
  
  Our records indicate the charges for 06/12/23, account ************, are currently being reviewed, as they have been denied by the insurance. Patient needs to reach out to their insurance plan on the claim for 06/12/2023
  Can this get resolved?
  

  
  

• Initial Complaint

  Date:08/22/2023

  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 mammogram on 4/6/2023. Upon arriving they made me pay ****** before even filing with my insurance company *********** Blue Shield). They refused to do the imaging without pre payment. After they filed with insurance my portion was determined to be ******. They then used a portion to pay for another image I had but still owed me $2.31. It was paid on an *** card and needs to be refunded. I started calling in May to get the refund. Called again July 11th and was told they would refund the *** card and I should see it within 2 weeks. Called today as it's been 6 weeks and no refund has been issued. They hung up on me every single time as soon as i mentioned I wanted it refunded. 5 times. This is a common practice by them with most people out hundreds of dollars. Something needs to be done as this is fraud. I have filed a report with my insurance company also.

  Business Response

  Date: 09/20/2023

   CID #******** has been completed and the refund was completed and was contacted directly with the patient.

  Customer Answer

  Date: 09/21/2023

  
  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:08/22/2023

  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.

  I was overcharged by $260+ almost 4 months and have been calling every single month to inquire when I should expect my refund only to be lied to every single time! After reading reviews about them on many different platforms it seems like some kind of insurance fraud may be going on along with their horrible customer service!

  Business Response

  Date: 08/29/2023

  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,
  
  **************** 
  
  

• Initial Complaint

  Date:08/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/14/23 paid $516.00, MRai took place on 3/16/23. SimonMed said that is what my insurance quoted them, even though each year I pay $0.00 for my year MRI. Insurance paid at 100%SimonMed ref #SMF94163617 I called 4/7/23 s/w billing **** and *** to advise I am due a refund as insurance paid 100%. 4/25/23 called back spoke with ****. Spoke with **** sent to document team. Advised turnaround time 30 to 45 business days. 5/25 pending approval 4/27 1 to 2 more. weeks. 6/21/23 *** 6/29 will refund. 7/5/23 s/w ***** 2 to 3 weeks send refund check. 8/7/23 s/w ***** will escalate to supervisor to send to Corporate as Refund team didnt follow up says shows refund requested 4/27/23 allow 7 to 10 business days. My FSA is requesting money to be refunded to my FSA card.

  Business Response

  Date: 09/11/2023

  CID #******** is completed; patient was refunded

  Customer Answer

  Date: 11/21/2023

  3/14/23 paid $516.00, MRai took place on 3/16/23. SimonMed said that is what my insurance quoted them, even though each year I pay $0.00 for my year MRI. Insurance paid at 100% SimonMed ref# SMF94163617. I called 4/7/23 s/w billing **** and *** to advise I am due a refund as insurance paid 100%. 4/25/23 called back spoke with ****. Spoke with **** sent to document team. Advised turnaround time 30 to 45 business days. 5/25 pending approval 4/27 1 to 2 more. weeks. 6/21/23 *** 6/29 will refund. 7/5/23 s/w ***** 2 to 3 weeks send refund check. 8/7/23 s/w ***** will escalate to supervisor to send to Corporate as Refund team didnt follow up says shows refund requested 4/27/23 allow 7 to 10 business days. My FSA is requesting money to be refunded to my FSA card. Per my FSA they received the check #****** in the amount of $516.00 with your Return of reimbursement account overpayment form. Unfortunately, due to the way that the check was printed in the courtesy box it was only processed for $16.00 instead of the $516.00. Per email response from Simon med on September 26 it would take 7 to 10 business days to stop payment and re-issue a new check on **** I called Simon med was told it would take another 30 to 45 days to get a new refund check **** called ***** that again was told it would be escalated **** and associate from Simon med gave me a call and said that you will contact the department and find out whats going on and call back. No call back **** called associate ******* left a voicemail. No return call back 11 three called Simon med. Spoke with ***** she said she would escalate it And to give until November 9 to be reviewed no return call back November 16, 2023 called Simonmed. Spoke with ROM and spoke with *********. No update no responses and would take another 7 to 10 business days to see if we can get a response. Also called SimonMed ******** left a voicemail so far no response, they were supposed to stop payment and re-issue a full check for $516 to this day. I still have not got a replacement refund check due to their error because I have a picture where the $ is over the number five in the check mailbox. So at this time this issue still is not resolved.

  Business Response

  Date: 11/30/2023

  Hello, 

  This issue has been looked into and a refund check was sent out on 11/22, if anything further is needed please feel free to call ** ************ using reference number #*****

  Thank you, 

  Tianna Z

• Initial Complaint

  Date:08/20/2023

  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.

  1/5/23 I received an MRI - my deductible and ** pay total should be $300 **mbined - I paid ****** on the date of service and expressed **ncerns that it was not exactly $300. My insurance then paid the claim ******** billed and ****** paid by UHC 1/20/23 - Since this time I **ntinue to receive bills and they have since billed a different **de which insurance re**gnizes as a duplicate bill. I have called to have it resolved more than a dozen times and each time am told it will be reviewed - do not pay and should be resolved in 30days - however, then another Bill **mes. I **ntinue to receive bills for $300 - they have re**rd of what was paid and I should owe a balance of 19 cents. How do I file a fraud claim at this point. They know what happened and that they have been paid but have changed the **des and **ntinue to bill me.

  Business Response

  Date: 08/23/2023

  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,
  
  ****************