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: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,
  **************** 
  
  

• Initial Complaint

  Date:07/18/2023

  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 charged $50 for an *** that my insurance paid in full. I am owed a refund. I have called several times to process the refund and they keep telling me to keep waiting. It took seconds for them to take my money. It should not take months to refund it. The last call I made on 7/18/2023 I asked ******* to hang up so I can take the survey and she instead placed me on hold for an extended amount of time. This needs to be escalated and the refund processed. I should have never been charged to begin with. If they called my insurance before the procedure, they would have known that it would be paid in full. They demanded a payment in order to have the *** done. Give me my refund.

  Business Response

  Date: 07/19/2023

  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. Please note that this may take 3-5 days to reflect in the account. Any other details of the resolution can be communicated to the patient directly by calling ************ using reference #*****.
  
   
  
  Thank you,
  **************** 
  
  

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SimonMed overcharged my CC by nearly ***** and has not returned to me.

  Business Response

  Date: 07/20/2023

  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 is due. The refund is complete, please note that it can take business 3-5 days to show depending on your bank. Any details of the resolution can be communicated to the patient directly by calling ************ using reference #*****. 
   
  
  Thank you, 
  **************** 

   

  
  

  Customer Answer

  Date: 07/20/2023

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

• Initial Complaint

  Date:07/17/2023

  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.

  This is the worst imaging center in **. Dr ordered a CTA and they couldnt perform the procedure, tried it 3 times and 2 different locations but they couldnt perform the test. I paid $233 co pay. The receptionist couldnt refund the money the third time they couldnt do the test and asked me to call billing and theyll process the refund. Ive been trying to get the refund since 12/2022, called Simon med every week and all I get is a runaround. Theyll either say give us a week to process or a supervisor will reach out and this is going on for over 6 months now. When you ask for a supervisor, all they say is that theyre at a meeting and unable to take any calls but they did elevate it and someone will reach out to you. Not sure why its this complicated to get a refund for procedure that they couldnt do.

  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 owed. Any details of the resolution can be communicated to the patient directly by calling ************ using reference #*****. 
  
   
  
  Thank you,
  **************** 

  Customer Answer

  Date: 07/30/2023

  
  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:07/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SimonMed owes me $212. They made me pay up front before running my insurance. They charged me $265. for my sons CT scan On March 3rd of 2023. My insurance covered all of it but $53. I have called billing several times which is very frustrating. They told me that they processed the refund on May 1st and it would take 45 days to be refined to my card. It is now July 15th and still nothing. I called and asked to speak to a supervisor because the person on the phone couldn't even say my Childs name back to me correctly after saying it and spelling it out over 10 times. They told me no supervisor can be talked to and that they would escalate this and I should have it in my account with in 7 to 10 days.. that was on July 3rd and it is now July 15th and nothing. This place is a joke! The people working the phones are horrible and why can you not speak to someone in charge???? I demand my money back that I am owed! I will never use SimonMed ever again nor recommend this place to anyone!!!!

  Business Response

  Date: 07/24/2023

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

• Initial Complaint

  Date:07/13/2023

  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.

  Attempting to make a payment on their web portal, the portal showed that the payment required was $99.39 the payment taken from my cc was $198.78. I immediately attempted to contact them regarding the wire fraud that they had just committed. The only people that you can speak to work in a call center that as I have been told on multiple occasions that they have no manager/supervisors on site. I have asked since that date on 2/27/23 to unsuccessfully reach anyone that can help me to resolve this issue. Today i received my final notice bill that still does not include the $198.78 payment. Their billing department is a mess to say the least. And the fact that my doctor wrote another script and they will not stop texting/calling to schedule another appointment shows what they value.

  Business Response

  Date: 07/21/2023

  Hello, we were able to come to a resolution with the patient directly.  Any other questions or concerns can be communicated to the patient directly by calling ************ using reference #*****.

• Initial Complaint

  Date:07/13/2023

  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.

  In order to receive services from the imaging provider, upfront payment was requested and fulfilled. Upon review of my insurance documents I discovered I was overcharged by Simonmed. I contacted their billing department who agreed and said I would receive a check for the difference within ***** days. I contacted the company 2 months later and was notified the item was still pending approval but exceeded the ***** days so it would be escalated but she could see the discrepancy. Had I been delinquent in my payment the business would have continuously asked for payment and potentially pursued collection by a third party. I still have no idea when I will receive my money back and at this point only know that I will NEVER utilize their services again.

  Business Response

  Date: 07/21/2023

  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 process normally takes 3-5 business days to be completed. Any other questions or concerns can be communicated to the patient directly by calling ************ using reference #*****. 
  

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/29/22 I had 2 procedures @ SMI Imaging, at that time I paid $275.00 per their request. On 1/13/23 I received a bill for $109.61 from them. I checked with United Healthcare my insurance provider and was told my total responsibility for the work done was $109.61. Since then I've called each month and spoke to a Billing agent who told me to call back in 30 days because it takes that long to process a refund. On May 5th I spoke to ***** who told me a supervisor would call me back within 24 hours. After calling back 2 more times ******** (Supervisor) called me and told me to have my insurance company call her to straighten everything out. Her # is **************. Since that time UHC has called and left her messages numerous times as have I without ever getting a callback from ********. I continue to get invoices from SMI. I should be receiving a refund of $165.39 but I don't even get the courtesy of a callback from their so called supervisor. My SMI account # is ****** and the incident # for UHC is S617359574. Seven months is a ridiculous amount of time spent on this with still no solution. I think I've been very patient during all this. Any help you can give me is greatly appreciated.

  Business Response

  Date: 07/17/2023

  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 process normally takes 3-5 business days to be completed. Any other questions or concerns can be communicated to the patient directly by calling ************ using reference #*****. 
  
  
  
   
  
  Thank you,
  
  Tianna Z  
  
  

  Customer Answer

  Date: 07/18/2023

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