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

  9201 E Mountain View Rd Ste 100 Scottsdale, AZ 85258-5140

• 

  SMI Imaging LLC

  6900 E Camelback Rd Ste 700 Scottsdale, AZ 85254

• 

  SMI Imaging LLC

  2620 N 3rd St Ste 101 # 102 Phoenix, AZ 85004-1153

• 

  SMI Imaging LLC

  6707 N 19th Ave Ste 108 Phoenix, AZ 85015-1105

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:08/01/2023

  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.

  Awaiting refund from Simon med of 125 dollars ! They keep putting it off saying it takes 30 - 45 days to process! This has now extended months since the original service date was April 21 2023 and it is now August 1 ! I called today August 1 and they proceed to tell me it is still pending ! The beginning of the start of the processing was may 27th of 2023 and the 45 days in which they should have been done was July 28 th ! What seems to be the problem with this business ? Just refund the money back !

  Business Response

  Date: 08/08/2023

  Hello,
  
   
  
  Thank you for reaching out. We take all concerns very seriously and review them individually. This matter has been completed and the patient has been directly contacted and is aware of the resolution. Any other information can be communicated directly by calling ************ 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:07/28/2023

  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 5/25/23 I had a CT scan of my abdomen and pelvic region, with and without contrast. Prior to having this procedure (after waiting an hour ) the medical assistant called me to the window and demanded payment of $550 and argued with me for several minutes. I have a flex spending card so I gave that. My expense was rejected because I was overcharged. The total charges: $1.849.00 Insurance paid: ****** Simon Med adj. ******** Leaving just ***** I paid 5***** (Using my flexible spending card)I requested a copy of the bill and it shows ($500) - a $500 negative balance. I called Simon Med to request a refund. I have called my Flex spending administrator and it has not yet been received. I looked online and found an ABC15 segment from two years ago stating they are know to do this. Because my flexible spending account is in the "red" I am unable to use any of my funds until that $500 is refunded, therefore preventing me from using funds that I have allocated for healthcare spending.

  Business Response

  Date: 08/01/2023

  Hello,
  
   
  
  Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into, it was determined that a refund was due. The refund was completed and put back to original form of payment used at time of service. Please note that this may take 3-5 business days to reflect depending on the banking institution. A receipt was also sent for patients records.   Any other details of the resolution can be communicated to the patient directly by calling ************ using reference #*****. 
  
   
  
  Thank you,
  
  **************** 
  
  

  Customer Answer

  Date: 08/03/2023

  My card issuer manages my flexible spending funds on this card. They have no record of a refund to this card. which should have been posted in June, 2023.

  I have engaged their services for Client Advocacy to investigate potential fraud. I personally did not receive a receipt either by postal mail or by email. 

  Simon Med need to provide the last 4 digits of the card they allegedly issued the refund for. 
  

  Business Response

  Date: 09/09/2023

  Hello,
  
   
  
  Thank you for reaching out. We take all concerns very seriously and review them individually. If you can please reach out to our compliance line on Monday morning at your earliest convenience we would be more than happy to provide this information and assist any way we can.   You can reach ** ************ using reference #*****.
   
  
  Thank you,
  
  **************** 
  
  

  Business Response

  Date: 09/29/2023

  #********. Is completed, I spoke to the patient this morning & she confirmed that she did receive the refund on her Flex spending card.

  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:07/28/2023

  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 an abdominal ultrasound done at ********* location (*********************************************************************) on Nov 1st, 2022, and I was overcharged for my co-pay: I paid $48.40 instead of $22.82 I had to pay according to my insurance statement. And I still cannot get a refund. I called Simon Med billing (It's one common billing) six times, and every time I was told that the "refund been requested", but still not approved, or something like this. Two times out of six I was able to talk to "supervisors" who promised to take care, and, every time, I was told "please allow three weeks for refund to be processed", and it never was, And it is impossible to contact directly people who are processing refunds. The amount of the refund - $25.58 is not that big, but I do not understand why it should be so difficult to get it. I also do not understand why phone communication with billing/customer service should be so frustrating and fruitless for customers. I feel like Simon Med does not care at all about me as a customer. It seems like the "system" is set the way for customer to gave up and stop calling and for Simon Med to keep extra money they overcharge..

• Initial Complaint

  Date:07/28/2023

  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 went to get an MRI on April 19 and they tried to anticipate how much my insurance would cover. The remaining amount that I would owe was estimated to be around $800 since I didnt have that much on me, they setup a payment plan of $81 per month and pay $50 that day. My insurance ended up covering more than they predicted so I only ended up owing only $90 after the $50 that I paid that day. I paid the $90 before the first payment plan was supposed to come out. After I paid off the balance with the $90, simonmed didnt cancel the payment plan and still took $81.34 out of my account. I called on May 22nd and they told me the refund was in processing and would take **** business days. They also agreed the payment plan wasnt cancelled but they did during that call. After 10 business days, I still hadnt received my money so I called on June 12th. I was told to it can actually take ***** days from May 22nd. I waited those days and still havent seen my refund. I called today on July 28th and they said it is still in processing and to wait ***** days, but it has already been more than 60 days. I want my money back.

  Business Response

  Date: 08/04/2023

  Hello,
  
   
  
  Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into and should be resolved, A message for the patient was left to discuss this issue. Details of the resolution can be discussed by calling ************ using reference #*****. 
  
  
  
   
  
  Thank you,
  **************** 

  Customer Answer

  Date: 08/04/2023

  
  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 have finally received the refund as of today and consider the issue resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/27/2023

  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.

  Patient (Self): ******** Close Date of Service: 04-07-2023 Service: Ultrasound Amount Charged at time of visit: $125.19 charged to my Mastercard credit card Patient has both Primary and ******************* Explanation of Benefits (EOB) was processed by both medical insurance companies.05/05/2023: Contacted Simon Med requesting my refund. I advised that the EOBs were processed and Simon Med claimed they had not received either and to wait ***** days. Additionally, ADVISED PATIENT MUST CONTACT SIMON MED FOR THE REFUND IT IS NOT AUTOMATED.06/12/2023: Contacted Simon Med requesting my refund. I was advised to wait as it had not been 45 days.06/29/2023: Contacted Simon Med and advised the refund was requested on 06/27/2023 and wait another 30 days from 06/27/2023.07/27/2023: Contacted Simon Med and advised the $125.19 is still pending for refund and to wait. I relayed I have been told nothing, but to wait and the money is owed to me. By the end of the conversation I was told they would escalate it and I relayed I am tired of waiting on Simon Med and would be contacting BBB.I do wonder if it is illegal, after a specific amount of time of waiting, to withhold a refund to patient.

  Business Response

  Date: 08/02/2023

  Hello,
  
   
  
  Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into, it was determined that a refund was due, the refund process was completed and the patient has been contacted and is aware.  Any details of the resolution can be communicated to the patient directly by calling ************ using reference #*****. 
  
   
  
  Thank you,
  
  ****************
  
  

  Customer Answer

  Date: 08/02/2023

  
  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,
  
  ******** Close
  
   
  

• Initial Complaint

  Date:07/26/2023

  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 went to SimonMed Imaging for a 1st trimester ultrasound in late April 2023. They took all my insurance info a few days before the appointment. The day of, they took my card again and said that the ultrasound would not be covered. I was responsible for the cost, which was around $350. I paid for it on a credit card. I remembered that for my first pregnancy, the first ultrasound was fully covered, which I confirmed with my health insurance. I called SimonMed and was told that once they received notification from my insurance, a refund would be issued. I called SimonMed back in May 2023 for a status update and was told once they received confirmation, I would be refunded and it would take ***** days. The agent counted and assured me I would see the refund to my credit card by July 17. It is now July 26 with no refund. I called today and was told my case would be escalated and to be "assured" that I would receive my refund in **** days. I asked to speak to a manager but was told they were busy. I asked for a contact number if I did not receive the refund and was told there was no such number. Then the agent changed it to **** days. To sum up, SimonMed incorrectly ran my insurance, charged me, took my insurance company's money, and have not issued me a credit to my credit card. This sounds like a scam. Are they making interest on the money they are taking from patients and holding onto it while we are paying interest on our credit cards. Keeping their billing contact as a call center with no person to speak to is part of the scheme so patients are left with no recourse. How are they allowed to do this to patients?

  Business Response

  Date: 08/21/2023

  refund was complete. Reached out to patient and no response. 

  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 this resolution is satisfactory to me.  I received a refund, so this complaint resolved. However, I still question SimonMed's billing practices, specifically, how one's medical insurance is reviewed for coverage as well as timely refund of an overcharge. 
  
  Regards,
  
  ******************
  
   
  

• Initial Complaint

  Date:07/26/2023

  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.

  I received a bill in violation of the law. I have spent hours attempting to resolve this issue. In May 2023 i visited an in network mammography center (Simon med ****** in ************* **) the cost to me for in network mammo is $0 my insurance covers this service at 100%. In July i received correspondence from my insurance (United Healthcare) stating the service was billed as a random radiologist i have never heard of who was out of network and i owed $550. I called my insurance x 2 and was informed there is nothing they can do as Simon Med billed this from an out of network provider. I called simon med and was only able to speak with someone who was, Im assuming here, in a call center in *****. The person talked over me, refused to listen to my complaint, refused to transfer me to someone who understands US law and insurance (a supervisor/the highest level person available) and refused to bill under the correct in network imaging service. The next day simon med sent me a bill for $550. I instant messaged in hopes of reaching someone who actually understands this is an unethical business practice and they told me to call billing. I am now concerned that simon med is engaged in this practice. I am aware of the law and aware how to protect myself how many other women has simon med victimized who dont know how to advocate for themselves.We wonder why only 1/20 women follow mammo screening guidelines well here we can see a huge huge part of that problem! This is not acceptable healthcare for women in ***************** in 2023!!!

  Business Response

  Date: 08/17/2023

  In regards to this complaint we have resolved this directly with the patient. Her account is being processed and she can disregard the bill she received. 

• Initial Complaint

  Date:07/26/2023

  Type:Delivery 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.

  My complaint does not involve any monetary issue, although I see from other complaints that SimonMed has a huge problem with failing to return money owed to its patients. My issues with SimonMed are about its many, many failures to act ethically when it comes to caring for my medical needs. On numerous occasions, SimonMed employees have flat out lied to me, my provider and my insurance company about so many things. There is absolutely no consistency in record keeping, employment of agents who have any medical background, or hiring of agents who are able to communicate efficiently in the English language. I can easily speak to 4-5 different agents in an one hour time slot and be told 4-5 different things. In a one day period, I received three messages from SimonMed about rescheduling a procedural appointment due to lack of insurance approval. Yet, the lack of insurance approval was based on SimonMed errors. In 2021, while waiting for approval on a Spinal MRI, due to a severe COVID vaccine injury, my appointment was canceled numerous times by SimonMed. They insisted that they had not received required paperwork from my provider, but SimonMed never requested the paperwork from my provider. Today, I sit here with an abdominal CScan scheduled 2 days from today. My doctor submitted the order to SimonMed a week and a half ago. SimonMed already canceled the procedure once and attempted to cancel it again. They claim to have requested medical records from my provider, which they never requested. My insurance company had to step in and request the records from my provider on my behalf. The records were apparently received by SimonMed two days ago and a supervisor named *********, at SimonMed, promised me a call back right away from their verification department, to confirm that my rescheduled appointment can be kept. Yet, I have not heard back from anyone. I have terrible pain and feel masses in my abdominal area, yet, SimonMed does care!

  Business Response

  Date: 09/29/2023

  CID#******** Is complete, follow up was done directly with patient

• Initial Complaint

  Date:07/24/2023

  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.

  Abdominal CT performed on 4/5/23, paid via Amex as they indicated this was required however, facility also billed insurance carrier in the same amount of $460.00. Discussion w/ billing indicated refund would take approximately 8 weeks but we are currently at week 10 and no refund has been received. Spoke w/ billing today, supervisor by the name of ** stated it could take some more time to receive the refund. Notified of upcoming appointment this Friday, 7/28/23 and was told that I could not have this appointment as "IF" there is a pending refund, no appointments are allowed and that any refund would be forfeit if the appointment was kept. The behavior is unethical, poor business practice and poor customer service. I have copies of the paid claim by ****************** and copies of the Amex charges all from the same date. Please contact me if you have any further questions.

  Business Response

  Date: 07/28/2023

  Hello,
  
   
  
  Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into and it was determined that a refund was due. This has been communicated 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: 07/28/2023

  It is obvious that a refund is due as a double payment was made.  1 at the time of service and 1 after you billed the insurance for the same date of service/service.  What needs to happen is an actual refund needs to be made and completed.  Short of a actual refund this is all conjecture.  Previous guarantees and assurances were made and no refund had been processed or received. 

  10 weeks has elapsed since this issue was originally brought to the attention of your billing department which they decided not to act.  Allegedly a batch was made for the refund 5/23 however, we are now at the end of July, so over 2 months has elapsed since the alleged batch and over 10 weeks, 2 1/2 months since this issue was brought to your attention for remediation.  It was not until issues were escalated that action started moving towards a resolution. Additionally, there is explanation of how this issue remained unresolved for this long of a period of time, no acceptance of accountability or remorse.  

  Once a actual refund has been made, completed and received by me, at that time will accept the terms and close the issue.  Until remittance and receipt of the refund, this issue must remain open based upon the past inactions of your billing department.  If you have any questions please do not hesitate to contact me.  

  Business Response

  Date: 08/02/2023

  Hello,
  
   
  
  Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into, and it was determined that a refund was due. The refund process was completed, and the patient was contacted and is aware. Any other details of the resolution can be communicated to the patient directly by calling ************ using reference #*****. 
  
   
  
  Thank you,
  
  **************** 
  
  

• Initial Complaint

  Date:07/20/2023

  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.

  Simon Med 2 days before my imaging that the amount I would owe after my insurance paid would be $688.05, which I paid on Oct. 12, 2022, the date of service. My insurance company says I owed $322.06. For the non-invasive vascular study after insurance I owed $200.06. The second imaging MRI of brain w/o and with contrast after insurance I owed $122.00. Which is $322.06 not $688.05. Simon Med has not given me a refund for the amount of overpayment $365.99. I received a check from them on May 2, 2023 for $23.80. It has not been cashed. This is not the amount they owe me for overcharging me. Document 1) 1st procedure amount owed per Aetna 2) 2nd procedure amount owed per Aetna 3) copy of receipt

  Business Response

  Date: 07/28/2023

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