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:08/03/2023

  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.

  This company made us pay up front, and then will not refund our money. Jan 1, 2023 and Feb they did same thing. Then I find out they our me $183 and it will be sent out in **** days. Ive called for on this and all I get is they left another department know and I should see this in **** days. I was on phone to supervisor and 4 other people today for over two hours and still get same run around. Billing department only can e-mail someone else. And cant talk to them or say they have no number for them and I cant get my money returned.after all these months today they changed about and said it was &158, not the $ 183 I have been told for months. I just want our money back no more **** days excuse. This is a very bad company to deal with and its all oversees. Main office in ********** is not corporate like it has it listed. Please help! ***************************** patient!

  Business Response

  Date: 08/17/2023

  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:08/02/2023

  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 late March 2023 I went to a SimonMed facility for a scan ordered by my doctor. When I made the appointment, I was told that my share of cost was estimated at $1,063 based on the preauthorization they did with my insurance company, and I would need to pay at the time of service. I was told that once insurance settled, SimonMed would issue me a refund to my cc if insurance paid more or I would be billed if I owed more which was understandable. Fast forward 30+ days and my insurance company paid 100%. According to my insurance company, they never inquired about my share of cost and just estimated it. I contacted SimonMed ******* Services when I received my EOB and they told me on May 10th supposedly my refund of $1,063 was submitted to the department which handles refunds. I was told it can take ***** days. On a different call, it changed to ***** business days. It is well beyond 45 business days and I have called numerous times to check the status. The only people you get is "******* Services" which seems to be only a call center in *************** which starts off each time tell me that the number of days is not up. I then ask them to do some math because it is well past 45 business days. I have also been told several times it has been escalated, to where I do not know because they can only tell me they send these types of issues off every Tuesday. I was previously told every Friday so they cannot even keep the lies consistent. I've been an Accountant for numerous years and would never treat my customers like this and hold money that does not belong to the business. Based on the BBB complaints, this is a common issue with this company.

  Business Response

  Date: 08/09/2023

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

• Initial Complaint

  Date:08/01/2023

  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.

  The date of the transaction was Feb 14th and it occurred at Simon Med in Naples. I needed an image done, I have Florida Blue and after arriving I was told my insurance **mpany hadn't agreed to **ver the **st as of yet so I would have to pay for the image and when the insurance **vered it they would reimburse me. The ac**unt number ******, I paid and it's now July 31 and they never send a check or refund the money. They owe me ****** less my ** pay of ****** which is ******. Every time I call I am routed to a call center in ***** where I'm told it's been approved and I will receive payment, first they said 3 weeks, then 30 days, last time I called now it's 45 day. They never pay me, I read on line where they do this to people all the time. People on line said the only way to get your money back is file it with the BBB. Here we are, can you intervene and help me or do you suggest I file a **mplaint with the ******************?

  Business Response

  Date: 09/11/2023

  CID ******** is resolved, I got confirmation that patient was refunded & contacted directly.

• 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.