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:08/09/2023

  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.

  5/11/23-date of service paid $26.67 via **** HSA credit card. 5/26- Insurance paid 100% 6/23- called billing ******* and was told the refund of $26.67 was issued on 6/7 and to allow ***** calendar days for the credit. Rep notated the account for a priority refund as there were no pending claims. Length of call-less than 5 minutes. 7/28- called billing and was asked to wait 1 more week as it is up to 45 business days for the credit to process. The rep again notated my account for a priority refund. Length of call 7 minutes.8/7- called billing (******) and he was going to email the supervisor to expedite the process and advised me to wait **** more days. After discussion that that is too long, he promises I would have the refund within 24 hours. Length of call 9 minutes.8/8- called billing and advised to wait additional 48 hours. I asked to speak with a supervisor as that wasnt acceptable to me at this time. Also asked for a direct number to the refund team. That information is not public and the supervisor (*****) advised she would give me a call by 6 PM to have the refund processed that day. Did not receive a call back. Length of call 19 minutes.8/9- called billing (****) and was advised there was no supervisor by the name of who I spoke with. She would email her supervisor and to allow another 48 hours. I asked for a different supervisor or to speak with someone who could process the refund immediately. Was advised that a supervisor(JC) would call me within the hour. No call received. Length of call- 28 minutes.

  Business Response

  Date: 08/11/2023

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

  ****************** 

  Customer Answer

  Date: 08/11/2023

  I did receive a phone call on 8/10 at 10:15 from a supervisor saying the refund was re-processed and would be in my account same day. I clarified that it wouldnt take another 45 days and she said the refund would hit my account same day and she would email me a receipt. It has been more than 24 hours since that call and no refund or email have been received. 

  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,
  
  **************** 

  Customer Answer

  Date: 08/17/2023

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

• Initial Complaint

  Date: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.

  I was working with Simonmed to correct a billing error in Feb 2023. They continued to send invoices for the incorrect amount, and in March 2023 my wife paid the most recent invoice. I was immediately notified, and reached out to Simonmed to correct the overpayment. Simonmed confirmed that we had been due a refund prior to the overpayment, and stated that they would begin processing a refund. I have called back monthly, sometimes twice a month since, seeking the status of my refund. Each time I have been told that the refund is in the back-office for processing and takes ***** days. Dates of these events are:2/22/23 - CJ ***** svc rep): ********* that invoice for $707.81 is incorrect, and that adjusted invoice would be issued for $9.68.3/31/23: Simonmed sent another invoice for incorrect amount. Spouse paid invoice of $707.81.4/4/23 - Dane ***** svc rep): ********* that invoice was incorrect, and an additional $32 refund was due from 2022. Sent to payment team for processing $730.16 refund.5/1/23 - ***** ***** svc rep): ***** being processed, ***** days. Told to call back mid-May 7/6/23 - ***** ***** svc rep): ***** in AR. Supervisor to intervene and get processed. Resolution within 48hrs. Supervisor to call back on my mobile number. (No callback received.)7/12/23 - ********* ***** svc rep): ***** stuck waiting for processing. Will issue refund on card. 2-4 weeks.7/25/23 - ****** ***** svc rep): ****** sent to back-office for processing on 7/6. Takes up to 30 days to process. Agent requested immediate refund.8/9/23 - *** ***** svc rep): ***** in back-office team for processing. ***** days to process. Nobody in back-office available to discuss or provide update. Supervisor to call back on my mobile number.At each step the Simonmed representative has confirmed the amount due to be refunded to me. But nobody can seem to penetrate the "back-office" processing team for updates or resolution.

  Business Response

  Date: 08/18/2023

  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:08/09/2023

  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.

  Hello,My Physician authorized a referral for an Ultrasound. I went to the location at SimonMed Imaging-*************** in ******* *******. I scheduled my service on 11/4/22. The service description is (93306-TTE W/Doppler.) When I arrived at SimonMed I was told by the Receptionist I had to pay a total of $408.25 out of pocket expenses,and my insurance company would cover the remaining balance which they never told me the total amount.The Receptionist said I could setup a payment plan and put down $50.00. The remaining balance was to be deducted from my bank account the 4th of each month from December 2022 to April 2023 in the amount of $71.65 per month. Each month until March 2023, $71.65 was deducted from my bank account. In the month of April 2023 the $71.65 was not deducted. I called SimonMed billing department at *************) the week of April 4, 2023 to ask why the amount has not been deducted from my account. I was told by a customer service representative I didn't own anymore money and my account has a zero balance. The first week in May 2023 I received a bill from SimonMed in the amount of $715.40 for the remaining balance from a bill totaling $1,052.00 of which I paid $336.60 out of pocket. I immediately contacted my insurance company and told them I received this invoice from SimonMed. My insurance company said they would resubmit the same claim back to SimonMed and informed me I was only supposed to pay a co-pay of $10.00 My insurance paid SimonMed by May 24, 2023. I contacted SimonMed to see when my refund was going to be credited back to my bank account. They told me within (*****) business days from 6/6/23 -8/8/23. I called on 8/8/23 and spoke to *****, and I said my money has not been credited back to my bank account. I called today Aug 9, 2023. I spoke to ***** again. He said I had to wait another (****) days for my refund of $326.60.

  Business Response

  Date: 08/21/2023

  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: 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 contacted the business on Monday August 21, 2023, and spoke to ****** from the compliance department. She was contacting me to see if the debit card they had on file was still active. The refund is pending in my bank account as of  today August 23, 2023. 
  
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  Date:08/08/2023

  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 a CT scan at Simon Med on 5/1/23. I was charged $512.53 on the date of service. My insurance company paid the claim on 5/10/23 in the amount of $441.77, which left an overpayment of $71.06. I have been trying to get my refund since 5/15/23, which was my initial call. I then called:6/20/23 told my refund would be processed in ***** days 8/1/23 told it was ***** business days and I would have to wait until the 45th day which was 8/4/23. 8/4/23 - I called again and asked *** who was clearly from out of the US to reroute my call to the US - and he said he was in MI which I find hard to believe. He also said there was no supervisor for me to speak to.8/7/23 I spoke with ***** today. She said she was so sorry but would have to submit a request for an expedited refund which is preposterous since it is now after 45 business days. She also admitted she was not in the US and had no mechanism to transfer my call to the US or to a supervisor.I find it hard to believe that it takes this long to get a refund when I can return something to ********** or TJ Maxx and get a refund in 48 hours. $71 may not seem like a great amount but it is to many, many people, especially the elderly. Simon Med has outsourced their billing to a company called Change Healthcare. I emailed them at:******************************************************** with no response.Thank you in advance for your assistance.*******************************

  Business Response

  Date: 08/11/2023

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

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

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to schedule a preventive exam with these people (they immediately started blowing up my phone with calls & texts and sending e-mails the second I left the doctor. I can not self-schedule as my cell number was used by an elderly relative I took in for an exam (not everyone has a phone - some people have kids!). I called to schedule. Apparently that is all done overseas ********** are worthless. The phone agent was so bad, I disconnected & tried chat. I thought I had the exam scheduled, but they followed with more calls & texts to do it myself & complete forms in the portal which they're stupid I.T. issue will not let me use. I tried another chat agent (again overseas) who wouldn't really address the problem, sent another call and REFUSED 4 requests to escalate to a U.S. based patient satisfaction line. I have spent more than 90 minutes of my time today on this!! I'm ready to go anywhere else, this is truly awful service!! I'd like a US based reply, ********************

  Business Response

  Date: 08/21/2023

  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: 08/22/2023

  this response is a complete waste a total LIE, I am the patient and I have NOT heard anything from the business!  I dont see any apology or resolution either,  totally unsatisfactory reply in every way.  What action has been supposed taken to resolve this matter?   I am still waiting for someone who is based in ***************** to answer my concerns.  

  Business Response

  Date: 08/30/2023

  Hello,
  
  
  
  Thank you for reaching out. We take all concerns very seriously and review them individually. We are committed to providing the best customer service and patient care. These issues have been addressed with management and staff directly.  We like to make sure that schedulers are screening patients and notating any restrictions the patient may have when it comes to online issues. We do have calling centers that help with our scheduling que and patient's questions that come in, when we looked into this the agent who was assisting did follow guidelines that are set for helping with the issue that was presented. The calls/ texts received about scheduling are all automated and generate once an active order is sent to our system, we do our best to assure that once exams are scheduled calls and texts stop other than reminders for upcoming appointments. We do apologize for the miscommunication and any trouble this maty have caused ************************. We do see that the appointment has been rescheduled and this issue should be resolved, any other questions or concerns can be made by contacting ** directly at ************ using reference #*****.
  
  Thank you, 
  **************

  Customer Answer

  Date: 09/01/2023

  
  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:08/07/2023

  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 a procedure done on May 11, 2023 and informed the front desk that my insurance stated the procedure was a preventive measure and they stated it showed I owed $142.56 for the procedure. I asked if I would be refunded if it was an error, and they stated yes. After receiving my EOB, it stated it was paid. Waited to see if I would receive a refund check, but did not. Almost three months later and three contacts later, no refund, though each representative stated I am owed a refund. 1st call, stated it was refunded with reference #rfn202306.06. Looked at my credit card and no refund. Called again and representative stated they will escalate it and that a manager was not available to speak with. Third time was a unanswered email, my transaction # is *********** and patient ID is ******.

  Business Response

  Date: 09/11/2023

  CID #******** Is completed, the patient was refunded on 08/10.2023 & communication was made directly. Can we get this switched to resolved? 
  

  
  

• Initial Complaint

  Date:08/07/2023

  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.

  Was charged $126.78 for an ultra sound imaging appointment even though my insurance paid and I was covered in full. When I called my insurance they told me based off claim and EOB I was to owe nothing and need to call simonmed to receive back my money. After calling Simonmed I was told the fee from July 18 is posting on there end even though it went though on the 19th on my credit card. Now I have to wait 30 days for them to refund me and was given no information on how this will work or status. This should be illegal to take money upfront before using a persons insurance and then taking months to refund. I would like a refund ASAP as I had to pay them ASAP for a fully insured and covered appointment..

  Business Response

  Date: 08/21/2023

  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: 08/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the refund was initiated on August 10th 2023. 
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/07/2023

  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 received a mammogram from Simon Med Imaging on June 17, 2021 in ********, **. It was covered under insurance but I received a bill and the company threatened to take me to collections. I paid it as a result but came back to fight this since my insurance company said it was covered and always has been. They owe me $75 and after about 4 hours worth of phone calls said a reimbursement check was in the mail. Nothing was issued and every time I called they said the refund was being processed. Now they tell me their 3rd party billing department changed on Oct 2022 per my call on 8/7/23 at 8:55am. Neither billing department can find my info which is evident on my online account along with date of service (I provided to both 3rd party billing departments). The new billing department says they cannot find me nor put me in touch with the credit department. This is insurance fraud. I would have filed a complaint sooner but I thought it was being resolved. I am out of options.

  Business Response

  Date: 09/20/2023

  CID #********. is resolved, patient refund check was sent out on Friday, patient contact was made directly to confirm address & other info.

  Customer Answer

  Date: 09/27/2023

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

• Initial Complaint

  Date:08/07/2023

  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 to SimonMed for an **Ray. I was told I could walk in, no appointment was necessary. When I arrived the room was packed so I asked the lady at the window how long it would be. She told me the were likely not able to do the **Ray that day I could go online and make an appointment. I walked to my car and went online only to find they do not make appointments for **Rays. I walked back in and made an appointment for the next day. She had to know that I could not make an appointment online.When I came back the next day 15 minutes prior to my appointment time again the room was packed. I waited for over an hour before I asked the lady when I would be seen. She said they only had one person working in the back doing all the procedures. She then told me I had a copay of $72.34 which I paid. I had the **Ray done 40 minutes later.Two weeks following my *********** received my explanation of benefits for the insurance company and it showed I only owed them $56.23. I waited a couple weeks and then called their billing department and was told they did not have the *** yet. It has now been over 2 months and they still say they do not have the ***. I find that hard to believe. I think they over bill people and give them the run around so they give up on getting a credit. It may sound ***** but I want my $16.11 back.This company is disorganized, understaffed, and has questionable billing. I will not go back.

  Business Response

  Date: 08/09/2023

  Hello,
  
   
  
  Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into and completed. The resolution was discussed with the patient directly and should be resolved. Any other questions or concerns can be answered by reaching out to us at ************ using reference #*****. 
  
   
  
  Thank you,
  
  ****************
  
  

  Customer Answer

  Date: 08/09/2023

  
  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:08/04/2023

  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.

  In September 2022 my doctor requested a scan of my abdomen to rule out any possible issues. When I went to SimonMed, they required me to pay $193.23 up front to complete the procedure. After talking with my insurance provider, *****, I was told I should never have paid upfront as I am only required to pay after the claim has been submitted to insurance. I tried working with my Aetna rep to resolve my dispute with SimonMed and at first it seemed promising. The first reply was that I would receive a refund the same way I made the payment. In other words, it would be refunded to my credit card. After waiting the process time for this to occur, no refund was ever received. I reached back out to ***** and through the conversation they were told the refund was provided. I offered proof that no refund was ever received on my card and requested they cancel the refund to the card and issue a refund as a check. The time for this process was even longer and after never receiving a check I reached back out to *****, only to find they had no other answers to offer. I decided at that point to dispute the charge with my credit card company, only to find that too many days had now passed for them to issue a refund. When you call this company you are constantly transferred around with no one offering any help.

  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,
  
  **************** 
  
  

  Customer Answer

  Date: 08/16/2023

  Yes, the business has reached out to me and stated the refund check will be mailed to me, but this has been stated at least two times before with no check ever received.  I would like to take them at their word, but the proof will be when it actually arrives in my mailbox and the check clears the bank.  Until then, this is just their normal response and has caused this request to linger for nearly a year.

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