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

  235 S Dobson Rd Bldg L STE1 Chandler, AZ 85224-6229

• 

  SMI Imaging LLC

  15810 S 45th St Ste 110 Phoenix, AZ 85048-7695

• 

  SMI Imaging LLC

  1111 S Dobson Rd Ste 105 Mesa, AZ 85202-3902

• 

  SMI Imaging LLC

  13838 S 46th Pl Ste 200 Phoenix, AZ 85044-7803

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:08/18/2023

  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 complaint is that SMI routinely charges for services that are 100% covered by insurance. When questioned or get the insurance involved they add codes that permit them to charge, but when submitted, the insurance pays 100%. Then they take months, and even over a year in one instance to refund my money. I just wonder how many people they have swindled out of money with this shady practice. They are taking advantage of sick people who are in desperate need services and should not be allowed to continue with this practice.

  Business Response

  Date: 09/20/2023

  CID #********* has been completed; check was sent Friday 09 /15/2023 & contact was made directly with patient.

  Customer Answer

  Date: 09/20/2023

  
  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:08/18/2023

  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 have had several services at Simon Med. I always paid what was asked, which has been more than my co-pays and have a refund in each case. I have called on numerous occasions and been told the refund takes x amount of days, etc But I have refunds that due over a year ago. This is unacceptable. When I called to ask for a supervisor the answer is that they will call back but never do. In addition to this the same thing happens to other members of my family.SIMON Med owes me $188.22 in total. Details" 8/25/22 $40.04,10/5/22 $50.00,11/23/22 $48.18 and 3/3/2023 $50.00 . /

  Business Response

  Date: 08/22/2023

  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: 08/24/2023

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an ultrasound done on 1/9/23 and was told that they didn't accept my medical, even though I call my insurance provider beforehand was told that they do, so I had to pay cash of $130. I later called my insurance provider and was told that they should've know to call the provider number on the back of the card if they were able to run the insurance. I called SimonMed and had them run the insurance and this time they were successful. My insurance paid 100%. I have been working on trying to get a refund ever since. My insurance covered the cost and at the time was told it would take ***** days to receive a refund. I later went back for another appointment on 3/31/23 and instead of sending my refund they used the refund and apply it to the "open balance" on the account. I called back again on 6/7/23 and 7/13/23, was not able to speak to a supervisor and was told one would call me back which never happened. I still don't have my refund of $130 and cannot seem to get them to send it. I called on 22/23 to have them bill my insurance. I call on 4/13/23, 6/7/23 and on 7/13/23 requesting a refund to no prevail.

  Business Response

  Date: 09/11/2023

  CID #******** is completed, patient was refunded and confirmed with our billing team.

• Initial Complaint

  Date:08/16/2023

  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 01/13/23, I paid SimonMed $400 for MRI imaging with the understanding that funds would be used for my deductible & co-pays after they filed claims with my BlueCross BlueShield (BCBS) ****************** They filed two BCBS (received on 5/10/23). The *** for the 1st claim was issued on 5/19/23 with a patient responsibility of $423.92. On 5/19/23 SimonMed sent a bill for $423.92 for services on 1/13/23. On 6/13/23, my husband, *****************************, called SimonMed and said $423.92 patient responsibilty was correct, but their statement did not give credit for $400 previously paid. Their representative (*****) said she sent the bill to the back end office for review. On 6/28/23, SimonMed sent a 2nd bill for $423.92. On 7/5/23, my husband called SimonMed and told ***** that the previously paid $400 should be credited to their 1st bill. He noted that the pending *** for the 2nd SimonMed claim should have a patient responsibility much lower than $400 because the deductible had been met, and the 2nd claim was a smaller dollar amount. ***** said that the back end office team was still working on the $400 credit, and she put the account on hold. On 8/5/23, SimonMed sent a 3rd bill for $423.92 for services on 1/13/23. On 8/16/23, my husband called SimonMed and reported that the $400 credit still had not be applied to the bill. Their representative (****) said that it could take up to 45 days for their back end office team to review the bill, and she put the account on hold. My husband said that 45 business days had passed since ***** said she sent the bill to the back end office team for review on 6/13/23. He also said SimonMed should not wait for the *** from the 2nd claim before crediting the $400 the first bill because I met my out-of-pocket *** for my insurance in July. Their 2nd claim from 1/13/23 is still pending to date (8/16/23), but patient responsibility is expected to be zero. I want a billing adjustment to credit the $400 to the first bill.

  Business Response

  Date: 09/29/2023

  CID #******** Is completed, adjustment made - balance $0

  Customer Answer

  Date: 09/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not completely satisfactory to me.  The business performed this action, and i will consider this complaint resolved.  However, the business did not perform the action in a timely manner.  They did not respond to the messages that the BBB sent to them about the complaint within the time frame that the BBB considers acceptable.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/16/2023

  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 or about 2-23-2023, I had images taken at a SimonMed Imaging facility. I was overcharged $40 on that day. As a result, I was issued a refund check in the amount of $40, which subsequently was rejected by my financial institution, *********** bank, on 7-6-2023, and I was told that the check was not valid. On 7-7-2023, I contacted the patient financial department of SMI and was told that the case was being escalated and that I would be receiving the $40 refund as a direct deposit into my account within 14 business days. It has been over a month now. I placed another call to SMI on 8-16-2023 and spoke to another representative of the patient financial department and was told that the escalation department had not done anything thus far. ******* stated that he would be elevating the complaint directly to the upper management team for further assistance. That complaint number for upper management is Toni08162023. I am asking for an immediate refund, as promised, from SimonMed Imaging in the amount of $40.

  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,
  
  **************** 
  

  Customer Answer

  Date: 08/23/2023

  
  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. As of this time, it appears the company finally credited my account. 
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/16/2023

  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 attempted to make a appt. online for a ultrasound at Simonmed, ******** **. I was not able to, I clicked chat for help. They made the *************** a prior authorization was not needed, my cost would be $0. On 7/11/23 I had my scan. I have had this scan a dozen times during my cancer battle. It was different, the tech stopped multiple times to grab her "cheat sheet" as she called it. She jumped from one location to another and back instead of mapping each section as had been done on prior scans. It was very quick,20 min. It is usually 45 min. My Dr received results. He reviewed them, he said this tells me nothing. The report said nothing visualized under nearly every area. He sent me to another location for 2nd scan. The 2nd scan showed over a dozen lymph nodes of varying *************** Critical information for treatment. I received a bill from Simonmed, I was told my cost was $0. I called the billing ***** after waiting a hour, I was disconnected after explaining my concerns. Next call, waited 40 minutes. The person said a service was provided, you have to pay. I disagree, scan is no use without results. If my Dr had not sent me for a 2nd scan how would I know the status of my cancer. I was told to speak to the ******** ** office. I was given a number & transferred. No one answered. I called over 100 times that week, no one ever answered. I called headquarters, I was told I should go in to the office. On 8/14/23 I did, I asked for Manager I was told she was not in, come back tomorrow. I said I need a call from manager and left my name & number. 8/15/23 I got a call from the manager. She explained if the Dr was not happy with the report he should have called to speak to a radiologist at Simonmed so they could explain the results. Simonmed will not waive your copay. I have no control over what Dr ***** He told me the scan gave him no results. I have to pay for the second scan out of pocket. I do not believe I should have to pay for a scan with no results.

  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,
  
  **************** 
  
  

  Customer Answer

  Date: 08/25/2023

  
  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:08/15/2023

  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 was referred to Simonmed to get two MRIS 5/4/2023. For a car accident. Now three months later my insurance keeps denying to pay then $3900 bill because SimonMed didnt send the prior authorization to be approved before I got my images done! Now I have money thats being held up because I cant get a zero balance letter from SimonMed because someone dropped the ball and didnt do their job that they were made to do. I shouldnt have to suffer this emotional stress do to this and I want it resolved!

  Business Response

  Date: 08/23/2023

  Thank you for providing the concern for our review. We have communicated directly with the patient and sent an updated statement of his account to his email at his request.

  Thank you, 

  **************** 

• Initial Complaint

  Date:08/15/2023

  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.

  Went to my appointment on June 30, 2023 and they keep telling me that i have multiple accounts but don't do anything to fix it and then i was told i need a follow up appointment due to there was something on my mammogram when in reality if they had correct accounts this would not have happened. They have put me thru h*** I want this corrected since for 3 years they keep telling me it is correct.

  Business Response

  Date: 08/22/2023

  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:08/11/2023

  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.

  Had 3 MRI's done on 11/8/22 and was told by SimonMed non were covered by my insurance. Turns out they were and I have been trying to get a refund. I paid $1,531.60 upfront and have gotten my Insurance involved. Have made numerous attempts to billing department and it's always a run around with them. No manager is ever available and have never received a call from manager. It's always ***** days from when I last call and is always in the back end team. I have filed a compliant before and it went unanswered so hoping this one is answered.

  Business Response

  Date: 08/29/2023

  This CID is done, patient was refunded on 08.28.2023 and should be resolved, communication was made with patient prior. 
  

  
  

• Initial Complaint

  Date:08/09/2023

  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 January 21, 2023 I went in for an MRI. They never gave me a full receipt, only the part where I paid with credit card that day, for a payment plan. I have called so many times to get a copy of my receipt, as I need it for my HSA plan so I can submit it before the deadline. I have spoken to so many people who keep passing me around, transferring me all over the place, and no one will help me. One guy said he would email it to me, but I never received it. Why is it so hard to get my receipt? What are they trying to hide? Why won't they help me, instead of pushing me off to other people all the time? Furthermore, getting this MRI done in the first place was a hasel. I told them multiple times that my co-pay was $100 per my health plan, and my health plan told them several times that my co-pay was $100, but every time I went in for my appt., they kept trying to charge me hundreds of dollars, and I had to keep explaining to them they are wrong and my health plan already clarified this. They would not listen, so I drove there for nothing, and had to reschedule, and then this kept happening. What kind of shady business are they doing, when they charge clients more money than what their actual co pay is, and when they don't give their customers their receipts? Did they go and ***** and double bill the insurance company now I am wondering? I just want my receipt! It is my right! I shouldn't be sent on a wild ***********. This company needs to be investigated by the **** the medical board, and the attorney general. Something fishy is going on here.

  Business Response

  Date: 08/16/2023

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