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:05/12/2025

  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 was contacted by SimonMed Imaging on Thursday 5.8.25 to verify my upcoming appointment for Friday 5.9.25. In my text and email appointment verification it indicated I only owed a co pay of $147.50. When I arrived on 5.9.25 for my appointment. The receptionist informed me not to pay the co pay but to pay my insurance expense of $****** instead. When I asked why? I was simply told that the higher *** decide and in order for me to proceed for my appointment I had to pay. I settled for a payment plan and paid $374.92 out of the ****** owed, the rest in 6 monthly payments of $93.73. I have called ***** *******, office manager, to get a resolution to this and she has yet to return my call. I opened a claim through SimonMed compliance and my reference # is *****. Have not received a response as of yet. The information provided by SimonMed is misleading and poor business practice. I expect a resolution to this matter.Thank you.

  Business Response

  Date: 05/19/2025

  Hello,

  Thank you for allowing us time to review. This is still being currently investigated, we will provide you with an update as soon as possible.

  Thank you,

  ********* *.

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i received a bill for service on 2/6/25 on 3/18/25, i mailed a check the same day in the amount of $334.93, the check cleared my account on 3/27/25, i received another bill later on for the same service and i have been reached out to Simon MEd and provided all the information, as well as the check information from my bank showing the amount is paid in full and money removed out of my account. i was told 2-4 weeks for a resolve and still no resolve and Simon med stating i still owe money. I am not happy that money was removed from my account by them and not applied to my bill, i want to know where my money is or have the bill cleared up.

  Business Response

  Date: 05/28/2025

  Thank you for allowing us the opportunity to review. After further investigation, the billing manager has confirmed there is a copy of the check on file but it was not posted. The manager will post the check and make direct contact with the patient to advise. We sincerely apologize for the inconvenience this may have caused.
  

  
  

  Customer Answer

  Date: 06/03/2025

  I do not want this closed until i receive notification that this had been addressed and i don't owe them money, i have called them approximately 10 times, emailed them 10 times as well as called Wells Fargo Bank, as you can see on the attachment, it was stamped and deposited in Wells Fargo Account on March 28,2025, and i verified with Wells Fargo that Account Number 3829138563 as stamped on the back of the check was truly SMI Imaging's account,  and the money was taken out of my account, due to that i don't see how SMI Imaging can say they received the check but didn't post it. I have added the information again as proof that this check was received and posted to SMI's account and as noted, money was taken out of my account, to this day SMI Imaging has not reached out to me at all.

  Business Response

  Date: 06/06/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, our billing team has attempted to reach the patient directly via email and telephone. An email was sent to the patient on 06/03 and a voicemail was left to the phone number on file on 06/05. Our billing team will attempt to make direct contact with the patient to address the concerns.

  Thank you,

  Elizabeth A.

  Customer Answer

  Date: 06/07/2025

  i was traveling, but i returned the call on 6/6/25 and did not get ahold of anyone on the phone number they gave me, i was 866-614-8555 and i was told to push option 7. i also called to see my balance on 6/6/25 and again on 6/7/25 and i still have an outstanding balance. i will accept the resolution as soon as i no longer have a balance on my account with SMI Imaging.

• Initial Complaint

  Date:05/09/2025

  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 1/10/25 I had a procedure completed at Simonmed Imaging. They insisted that I had to pay out of pocket $373.47 that day. But that they would also file with ********** Blue Shield. I received a notification from **** that they had paid $366.97 to SMI on 2/7/25. And that I had $0 Co- pay for this procedure. I contacted *** on 2/24/25 to request my refund. They said they would have to send a check in the mail. On 4/11/25 I contraception them again to followup on my refund. They said they would "send a check" again. I have also followed up with emails sent to those billing department confirming our telephone conversations. As of 5/9/25 I have never refund a check or a returned email. Date of service: 1/10/25 Patient ID: ******* Patient **** of birth: ******* Simonmed Imaging Copperpoint

  Business Response

  Date: 05/16/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further review, the *** billing department attempted to contact the patient directly but they were unsuccessful, as their voicemail box was full. An agent has also emailed the patient to the email on file. The patient was issued a refunded via check on 04/23/2025 and was mailed out on 04/28/2025 to the address on file. If the check has not been received, this needs to be voided and reissued. The patient can contact us at ************ case # ***** if they have any further questions. 

  Thank you,

  ********* *.

• Initial Complaint

  Date:05/09/2025

  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.

  Prior to date of service at time of appointment all insurance information was provided. The Simonmed agent informed me total cost of the MRI would be provided at date of service appointment. At check- in for the appointment the desk agent did not ask for payment. I then questioned what is amount owed. she said zero. I informed her i would be given the full amount owed and it must be paid. She said let me check into the amount I was called back the desk shed your amount to be paid is $280.00 i asked if it was the full amount, shed confirmed "yes it is" i paid the full $280. Two weeks later i received another bill from them for $137. I have call multiple times and was transfered multiple times to offshore agents who could not speak legible english and or had deep accents that i had to continually ask to repeat themselves. I called the Simonmed complaints department 5-9-25 they said they would direct my billing complaint back to billing which is located offshore in multiple various countries to which she could not confirm. I asked for my billing complaint to be directed only to US located agent. She said she could not affirm any US located personnel in their billing department to further escalate this issue.

  Business Response

  Date: 05/16/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, the billing department has confirmed the patient's insurance adjusted $775.83 leaving the patient responsibility $137.17 after the initial payment made by the patient made at time of service. Attached you will find the updated statement.

  Thank you,

  Elizabeth A.

  Customer Answer

  Date: 05/19/2025

   The response does not address the complaint in the smallest degree. The complaint is in regard to their complete failure to comply with there initial statement " patients full and complete portion for out of pocket expense will be provided at time of service" They have not responded to this complaint in any correspondence prior to contacting the BBB and now continues to be ignored.

  ****** *****

  
  

  Business Response

  Date: 05/19/2025

  Hello,

  Thank you for allowing us the opportunity to review. The patient was advised of their complete portion at time of service until their insurance submits the claims and processes the member responsibilities. Attached is the patient's statement. The patient may contact their insurance for more details regarding their claims and patient responsibilities.

  Thank you,

  Elizabeth A.

  Customer Answer

  Date: 05/20/2025

   Again, the response does not address the failure to provide at time of service the complete and full payment amount as stated by the customer service representative at time of appointment scheduling.

  My insurance information was provided in full at time of appointment scheduling which was provided for the sole purpose of providing my insurance with the service(s) to be rendered and obtain full costing and establish patient portion of payment responsibility prior to service to be paid at time of service. Simon Med imaging failed to execute their stated actions by their customer service rep at time of scheduling and provide patient cost complete and full at time of service. This failure is not my responsibility nor is it my responsibility to rectify Simon Med internal failure to execute stated actions as presented verbally by Simon Med staff. 

  ****** *****

  
  

• Initial Complaint

  Date:05/01/2025

  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.

  SimonMed has scheduled me 4 times for a CT Scan since March 31, and have cancelled each appointment, including one appointment 1 day after rescheduling, and today (the 3rd reschedule of the original appointment) they cancelled within 24 hours of the appointment. They are a medical imaging company, and they can't keep 4 appointments in a month for a medically necessary test? This is my health they're s******* with. They never call on a number that isn't masked, so my carrier considers the call as spam and doesn't permit it to ring through. Add to it the rescheduling number goes to a low cost international call center that has taken anywhere form 37 - 45 minutes (and multiple call backs for disconnected calls) to get the reschedule accomplished. What does it take to fulfill an appointment and provide even a simple modicum of decorum?

  Business Response

  Date: 05/08/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, the patient was rescheduled due being double booked on the schedule. The patient has also been rescheduled due to no CT technician for the scheduled date of service. The patient scheduled this exam online, on our ************ option. Our team has attempted to contact the patient directly to reschedule the appointment but have been unsuccessful in reaching the patient.

  We sincerely apologize for the inconveniences this may caused.

  Thank you,

  ********* *.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Simon Med is incapable of scheduling a critical CT scan, attempted twice and appointment was cancelled and the last minute with zero notice. Why was it cancelled? Because Simon Med put in an incorrect order with the wrong Doctor and facility. After a week of attempts to get them to correctly submit the order, they have failed. I would AVOID all Simon Med facilities for your own good - this place is not a functioning image facility.

  Business Response

  Date: 04/25/2025

  Hello,

   

  Thank you for bringing this to our attention. However, we could not locate your chart with the information that was provided. Could you please give us your date of birth, physical address, and date of service?

  Thank you,

  ******* *. 

• Initial Complaint

  Date:04/22/2025

  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 PCP sent a referral to SimonMed on ************* in ********, ** for my annual mammogram. SimonMed contacted me to schedule the appointment. I went in for my appt on 3/15/25. I showed the receptionist my insurance card. She proceeded to tell me that there is a deductible and that I have to pay $250.00 in order to get the mammogram done. I told her that I have never paid to have a mammogram done. I also informed her that my doctor sent over a referral and that SimonMed is in-network. She insisted that Im required to pay the $250.00. I used my credit card and paid the money and had the mammogram done. Later on I called my insurance company and they agreed with me that there should not have been any charge. Together we did a conference call to SimonMed and the *** said that I was coded as self pay at the time of service and thats why I was charged the $250.00. I told her that this was not accurate. She escalated the request to have the insurance company billed and to have my $250.00 refunded, but she gave me no assurance that this request will be honored. SimonMed needs to take ownership of their mistake and promptly refund my money..

  Business Response

  Date: 04/28/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, our billing department has initiated the refund of $210 to the credit card used at time of service. The claim has also been processed to the patient's insurance and we are awaiting the insurance response. We apologize for any inconveniences this may have caused.

  Thank you,

  ********* *.

  Customer Answer

  Date: 04/28/2025

  
  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:04/20/2025

  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.

  Sent my account to collections even though I was making payments. It also has barely been 6 months since I got the procedure done with them, yet they have the audacity to send me to collections that quickly. It was a **** $500 procedure so excuse me for not being able to cough that up so quickly. Life is expensive and I have other financial problems, but I don't appreciate y'all taking my payments just to send me to collections anyways

  Business Response

  Date: 05/05/2025

  Hello,
  

  
  

  Thank you for allowing us the opportunity to review. The patient completed her exam on 09/16/2024 and was set up on a payment plan. The payment plan was cancelled on 10/16/2024 and the patient paid $25 on 02/17/2025. The patient was sent to collections on 03/18/2025. If the patient would like to be put back on the payment plan, please let us know so that can be arranged. We apologize for the inconvenience this may have caused.
  

  
  

• Initial Complaint

  Date:04/16/2025

  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 doctor referred me to SimonMed for a CT scan. Upon a call from them to set an appointment I informed them that I did not want to use their facility and I would be going elsewhere and to please remove my information from their system. I have gotten many calls since that time, approximately ***** days ago, and continue to receive calls. I have called them several times also to ask that they cease contacting me and remove my information. I've even blocked numbers, but as recent as today, 4/16/25, am still receiving calls. I want these harrassing calls to stop once and for all.

  Business Response

  Date: 04/22/2025

  Hello,

  Thank you for allowing us the opportunity to review. Per the protocol, once an order is received our system triggers the call to the patient to schedule their exam. These calls will stop once the exam is scheduled and/or canceled. On 4/16/25 the exam was canceled and this will stop the texts/calls. We sincerely apologize for the inconveniences this may have caused. 

  Thank you,

  ********* *.

  Customer Answer

  Date: 04/25/2025

  
  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:04/16/2025

  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.

  Dear Sir/Madam,This ****** serves as a formal complaint against SimonMed Imaging located in *********************************************** ************************************ for their unacceptable refusal to provide medically necessary imaging services to me, Motassam ******* on 4/16/2025. This refusal occurred despite explicit confirmation of full insurance coverage with zero copay by my insurance provider.I am a member insured under ***. I had a scheduled appointment for an essential Carotid Artery Ultra Sound ordered by my cardiologist, **************** This imaging is crucial for the ongoing management of my cardiac condition.The day prior to my appointment, I was informed that I was required to pay an upfront fee of ~ $528. This demand was made despite my understanding and the subsequent confirmation by my insurance company that my policy covers the full cost of this procedure with a $0 ******** an attempt to resolve this discrepancy, I contacted my insurance company, for the third time and a representative from *** spoke directly with a representative at SimonMed Imaging, her name was MICA. During this call, the insurance representative explicitly verified the full coverage for the requested imaging and confirmed that there would be no copay due from me.Despite this direct confirmation of coverage, the staff at SimonMed insisted on the $528 advance payment, stating that without it, the service would not be rendered. This demand places a significant and undue financial hardship on me and directly prevented me from receiving a necessary medical procedure prescribed by my cardiologist.Furthermore, after the phone call with my insurance company, a staff member at SimonMed Imaging abruptly hung up the phone and subsequently cancelled my scheduled appointment. This unprofessional and obstructive behavior is completely unacceptable and demonstrates a blatant disregard for patient care and the verification of insurance coverage. Please see the attached full document.

  Business Response

  Date: 05/05/2025

  Thank you for allowing us the opportunity to review. After further investigation, at the time of the scheduling call the amount given to the patient was the amount due that the system was showing. The patient called in to confirm the appointment and the agent relayed the amount due at time of service, however, the patient stated his insurance informed the SimonMed team there should be a $0.00 balance due. Unfortunately, there was no notation of this and the agent asked if the patient can call his insurance and get a reference number and SimonMed will honor the payment. The patient instead decided to cancel their appointment. We sincerely apologize for the inconvenience this may have caused. 

  Customer Answer

  Date: 05/07/2025

  Please see the updated note reflecting the information about your insurance confirmation and the cancellation of your appointment:
  Please be advised that the information reported from SIMONMED regarding what occured is inaccurate. My insurance company has called the business 2x to confirm that my coverage is indeed zero. Despite this confirmation, there seemed to be no flexibility or understanding regarding the cost of the appointment as stated. Consequently, due to my inability to afford the stated amount without insurance coverage, I was forced to cancel my appointment.

  Business Response

  Date: 05/08/2025

  Hello,

  Thank you for allowing us time to review and we sincerely apologize for the inconveniences this may have caused. We would like to make this right and offer to assist with rescheduling the appointment, however we would need the reference number from the insurance to honor the price.

  Thank you,

  ********* *.

  Customer Answer

  Date: 05/13/2025

  Hello, thank you for representing my interests, the insurance company, upon contacting them, are not able to offer a reference number.  They actually called and spoke to someone at the SIMONMED office.  Perhaps if SIMONMED manager can call me and i can give them my insurance information so they can call and verify the coverage, again, that may be acceptable.