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:03/13/2023

  Type:Billing 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 a Machine Breast Ultra Sound done on 11/7/2022 and an additional Hand Held Breast Ultra sound on 12/8/2022 I used my company FSA card on 12/8/2022 to pay what I was told was due at the time of service and was charged $389.04 but had not received any bills at that point in the mail. Once I received an EOB from my insurance company showing amount owed for services on 11/7/22 of $195.21 and $107.18 for the 12/8/*********** it came to my attention that I had been overcharged by $86.65 for the services provided. I attempted to resolve this at the end of December 2022, when I called them again in January 2023 I was told it didn't get sent to their back office billing and was notified it would take another ***** days to resolve this issue, I again called on 2/24/2023 and 3/13/2023 to no avail I am now being told it will take 2 more weeks after waiting already for 3 months for them to correct this they still have not issued back the credit owed and their system is stilling showing I owe a balance of $107.18 which is incorrect because that was paid on 12/8/2022. I have explained multiply times that their inability to refund me what is owed for 3 months has locked down my usable funds on my FSA card until I have been reimbursed for their overcharge and they would not provide me a direct line to their billing department/back office.

  Business Response

  Date: 04/17/2023

  Thank you for allowing us to investigate this matter. Upon further review we show the patient has been issued a refund of $86.65. We apologize for any inconveniences this may have caused.
  

  
  

  
  

  Thank you

  Customer Answer

  Date: 04/17/2023

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

• Initial Complaint

  Date:03/12/2023

  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.

  Made appointment for back to back MRI one with contrast and one without. Told the procedure take 15 minutes each they charged me $400 copay went back the guy was rude I mentioned I was scared and cold he said he will get me a blanket and put music I would like to distract neither happened. Not checking on me etc After over 30 minutes on one test and freezing and having to go to the bathroom had to push the emergency button he came on and ask what I wanted rudely I said Im done I was in tears dont know if the first test was completed and didnt receive the second test and never heard from them after calling several times. I didnt get a refund but received additional billing for both test I didnt receive. Please help. I went to there facility in west ********

  Business Response

  Date: 04/06/2023

  thank you for allowing us to further investigate. Upon further review we have reached out to the regional manager who in return reached out to the technician  in question about their behavior.  Our compliance team also reached out on serval occasions to the patient and left several  voicemails to the patient. The patient did receive both procedures but not with contrast so the billing is correct. 

• Initial Complaint

  Date:03/11/2023

  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.

  On October 10, 2022 I went to Simon Med to get an MRI of my right foot and ankle. I was told that I needed to set up a payment plan in order to receive the **** I paid an initial amount of $185.00 in the office, automatic withdrawals of $185.91 for the next 4 months, and a final 91 cent automatic withdrawal yesterday for a total of $929.55.Upon a recent inspection of my ********** and Blue Shield of Arizona account, my insurance paid a total of $744.85 and I owed nothing to Simonmed as this was an in-network procedure. ********** contacted ******* at Simonmed and was told that I would need to wait 4 weeks for service fees that should not have collected initially. Simonmed has been collecting from me since October even though the procedure was paid through insurance thus being paid twice for the procedure.

  Business Response

  Date: 04/06/2023

  Thank you for allowing us to investigate this matter. Upon further review as of 4/6/2023 we have refunded the patient in two transactions. We apologize for any inconveniences this may have caused. 

  Customer Answer

  Date: 04/07/2023

  I was only reimbursed 2 payments.  There were a total of five, each at $185.91.  I am still owed $557.73.

  Business Response

  Date: 04/12/2023

  Hello, 
  
  
  
  Thank you for allowing us to investigate this matter. Upon further review as of 4/7/2023 we have refunded the patient in multiple transactions. We apologize for any inconvenience this may have caused.

   

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

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had MRIs done on both knees on 12/31/2022. I got prior authorization from my insurance company and was fully approved for the imaging through my insurance. At time of service I was charged $133.96.Claim from my insurance stated negotiated amount was to be $76.72. Insurance send over explanation of benefits and claim amount on 1/16/2023.I have now called 3 times with them giving me excuses and telling me they have to send my information to a supervisor for review. Was told that process takes ***** days, which is absolutely ridiculous.Then they had the audacity to send me a bill asking for more money!! When I called regarding that bill the representative said it was incorrect and to disregard. I asked her to look into my overpayment and she said she would pass my information to another department and I should have an answer within a week. That was 3 weeks ago.

  Business Response

  Date: 04/06/2023

  Thank you for allowing us to investigate this matter. Upon further review as of 3/29/2023 the patient was credited $26.35. We apologize for any inconvenience this may have caused.
  

  
  

• Initial Complaint

  Date:03/10/2023

  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 November 2022, I was referred by my GYN for 2 scans at Simon Med Imaging in ********. I was told by the receptionist that my insurance was in-network. I paid the $85 co-pay. Later, I received a bill and my insurance had denied the claim. The bill was for over $2500. This is for 2 ultrasounds and a vascular study which I did not order. When I called to see how much an ultrasound cost out of pocket, it turns out to be a small fraction of what I was charged. It's unethical for a medical facility to give you the impression that the service is in network and overcharge without concession. When I called Simon Med- they have given me the run around, and when I ask to speak to a supervisor there is never one available. I would not recommend this business.

  Business Response

  Date: 03/28/2023

  Thank you for allowing us to investigate this matter. Upon further review as of 3/27/2023 the charges have been placed on hold to further review. The insurance has denied the claim stating services not covered. The coding team is looking into this matter as well. We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to simonmed in December. I was overcharged and should've only been billed 20% of the service. I called on January 22nd and have been waiting for my refund since. They have a 3rd party oversees billing department that always says a manager will call me back and no one ever does. I've called 10 times already. I was in a car accident and my back was hurt and needed an xray. I need my money, even though it's a little, it is my ***** to pay for my rehab while I can't work full time.

  Business Response

  Date: 03/22/2023

  Hello,

   

  Thank you for allowing us time to investigate this matter. Upon further review of the patient's account we did find that the patient was owed a refund. As of 3/21/2023 the patient has been refunded $46.93 back to the card that was used at time of service. Please allow 3-5 business days for this transaction to reflect to the patient's account. We apologize for any inconvenience's this may have caused.

   

  Thank you,

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

• Initial Complaint

  Date:03/10/2023

  Type:Billing 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 would like to file a formal complaint again SimonMed Imaging and its billing processes for two separate incidences: 1)My husband was charged $46.40 for a procedure on 1/09/23 when we had already met our deductible. He was not allowed to have the procedure until we paid the money upfront, despite a phone conversation with ***** on the line at the office saying there should be no charge. 2)I have a claim for myself from 2/15/23 where I was charged $379.72 for a procedure that should have cost $95.83. It is now beginning the same process as Event #1.I have called and/or emailed SimonMeds billing department on the following dates (results are noted).1/25/23 Called. Told to call back in one week because the insurance claim had not processed for Event #1.2/07/23 Called. Told the claim for Event #1 still wasnt there (despite my *** saying it was received by ***** on 1/18/23 and processed on 1/19/23).2/07/23 Emailed a copy of my *** No response.2/14/23 Emailed again No response.2/17/23 Called. Rep said the *** was received/sent to Accounts Receivable on 2/09/23. Give them 30 days from 2/09/23 to refund. 3/10/23 Called. Told there was a $46.40 credit showing. Give them another 30 days.3/10/23 Same call. Told them I now had another billing issue (Event #2). Told the insurance claim had not processed yet and to call back in 1 week. This despite the claim being almost a month old and my Aetna *** showing payment of $277.57 was sent on 2/28/23. From this list of interactions, I am sure you can understand the frustration I am currently experiencing with SimonMed Imaging. I would appreciate help resolving this issue quickly. Thank you.

  Business Response

  Date: 03/28/2023

  Hello,
  

  
  

  Thank you for allowing us time to further investigate this matter. Upon review as of 3/24/2023 ************** was issued a credit of $46.40  and ****************** received a credit of ******. We apologize for any inconvenience's this may have caused.
  

  Customer Answer

  Date: 03/28/2023

  
  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:03/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to simon Med Imaging for a HIDA scan, they advised that my insurance had said it would cost ******, which I paid. When I checked my EOB it was ******. I spoke with an advocate, and they advised that they wouldn't be able to help, but I can log in through my portal. I cannot access the portal, it says no such email, and when I try to recreate my account, it says I am already registered. I really just want my money back. Discounts between insurance companies and medical practitioners are pretty much set in stone, and I have never had this issue before with anyone.

  Business Response

  Date: 04/06/2023

  Thank you for allowing us to investigate this matter. Upon further review the patient was owed $74.89 for services done on 02/18/2023. Patient paid $738.51 at time of service but patient responsibility was $663.62 so  a refund of is owed $74.89. We apologize for any inconvenience this may have caused.
  

  
  

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a CTA scan done by SimonMed Imaging in Carnegie Hill, ** on 11/11/22. The day I had the procedure I was told I needed to pay in full ($984) out of my own pocket, which I did. The claim was sent to my insurance company, ******************* On 11/22/22 they paid SimonMed Imaging the negotiated rate for the procedure I had undergone.I have been calling SimonMed since the insurance paid, at least 15 times trying to get my money refunded back to me since my insurance company paid the claim. I have been told it is still being reviewed. I have included ****************** on the phone when speaking with SimonMed and they continue to tell me their back office is reviewing it. I have requested to speak with a supervisor on numerous occasions, and am told that a supervisor will call me back. No one has ever called me back. I have asked to speak with the back office who is reviewing the claim, and am told that calls cannot be transferred to them. At one point when speaking with SimonMed, with a ****************** representative on the phone, SimonMed requested ****************** send an Explanation of Benefits (***) and proof of payment. This would be a HIPAA violation for the insurance company to send so they could not. I was provided with the information regarding the cancelled check payment that was made to SimonMed and I had to email SimonMed with the *** and electronic check number (TZ37501514). On 1/31/23 I provided the draft number for the check which was paid to SimonMed and *** via email, as requested. I received no response. I have called many times since then and am told the same thing - that the back office is looking into it. They have had my money now for almost four months.

  Business Response

  Date: 03/23/2023

  Hello,

   

  Thank you for allowing us time to further investigate this matter. Upon review we do see that the patient was due a refund, this refund was issued 3/21/2023. We apologize for any inconvenience this may have caused.

  Thank you 

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

  Customer Answer

  Date: 03/24/2023

  
  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:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 10, 2023 I went to Simon Med Imaging in ******* for a CT. They charged me $186.81 even though I told them my insurance co-pay was only $50. I have been trying ever since to have them reimburse me the over charge amount and have even had my insurance (United Heathcare) advocate on the phone with me. They acknowledge they made a mistake but each time I call them (over 7 times now) they give me excuses as to why it has not been reimbursed. All I want is to be reimbursed the amount they overcharged but I cannot get them to do this. I am a senior citizen on a fixed income and need your help. Thanks.

  Business Response

  Date: 04/06/2023

  Our records indicate the insurance processed Mr. ******* account, SMI83-170254, date of service 11/28/22 and paid in full, with no patient responsibility. The Imagine system does show a credit of $185.00 for this date of service. There are, however, three service dates still pending insurance response, so there is no credit balance showing on the account in total. There is no credit balance on the account yet due to the other dates of service still with insurance.
  

  We apologize for any inconveniences this may have caused.