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:02/24/2023

  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.

  On 9/20/2022 I was asked to pay $46.34 at SimonMed Paradaise Valley location. My explanation of benefits show that insurance reimbursed as well and my responsibility is only $9.43. I am owed a balance of $36.91. I have called the billing department 3 times over a span of two months and was told that refund has been initiated, but I have not received it. I emailed ************************** on 2/11/2023 with details but no response. Latest call on 2/24/2022 I was told some system conversion is preventing them from even looking up the account using account number or patient name and DOB and they couldn't give any timeline for resolution. Account#: ************, Patient Name: *********************** I had similar issue with SimonMed in 2021 with $600 owed to me which took many months to resolve. They employ shady accounting/billing practices at the time of service and subsequently that does not promptly refund the customer.

  Business Response

  Date: 09/29/2023

  CID #******** has been completed; I just spoke with the patient's father & they are aware of refund. 

• Initial Complaint

  Date:02/24/2023

  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 had an MRI on 10/28/2022, at that time I was told at the desk I had to pay my $350 deductible, which I did with a credit card. My insurance processed the claim and on 11/15/2022 send and *** to myself and Simonmed indicating that nothing was due from me. On 11/23/2023 I contacted the company inquiring on getting my refund. I told since the *** was just received to give about a week and then a refund would issue in about 3 days by means of a credit back to my card. on 12/28/2022 I contacted the company again since I hadn't received anything and was told they would "start" the refund process now, which confused me because I didn't understand why they didn't "start" the process when they received the information from my insurance company. on 2/7/2023 and on 2/14/2023 I called AGAIN because I still hadn't received anything and was NOW told it would take 30 to 45 business days!! I asked to speak to a supervisor both time and was told one was not available but they would pass on my name and number and have one call me, as of this date I have never received a call. it is NOW almost 40 business days from the date the refund was "started" and I still have nothing. I have send 2 emails to the company with no response. I don't understand why it is taking so long because I know it is a simple procedure to credit back my credit card. I need to have a medical procedure done but I need my $350 in order to do it so I need MY money NOW! WORST EXPERIENCE EVER!

  Business Response

  Date: 10/16/2023

  We have resolved this complaint directly on 04/11/2023. The patient was refunded.

• Initial Complaint

  Date:02/24/2023

  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.

  Transaction date 10/21/2022, visited SimonMed for Xrays of lower back for lower back pain and thoracic back pain. Very rude front staff. Supplied medical insurance card and ID from my provider and was told of $30.00 copay which I paid in cash. (Receipt attached)Completed Xrays and left. I received a bill for the copay in early January 2023. I then called SimonMed to inquire why I was billed, they looked at my account and saw it was paid in cash and told me that the money was not credited to my account and call back in three weeks. I called again and still had not been credited. Again very rude. I asked to speak to a Supervisor but was refused. I called a Third time and was told they could see the payment but still not credited to account. Asked to speak to Supervisor but again refused.On 2/17/2023 received text stating I had an outstanding $30.00 fee for the service. I called again for the fourth time to inquire why this cannot be resolved, and met with very rude staff person on the phone. They told me it will be resolved so just wait. I feel this is just getting worse and they dont seem to want to correct the billing.

  Business Response

  Date: 09/15/2023

  This complaint was resolved directly with the patient. This patient has a zero balance, this was applied on 03/09/2023.

  Customer Answer

  Date: 09/16/2023

  
  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:02/23/2023

  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 two different services at Simonmed. One on October 27, 2022 and one on November 17, 2022. I paid a copay of $40 for the October 27th service and never received any form of statement or bill after this service. I then went back for another service on November 17th and was told I needed to pay $750 for the service I was receiving on November 17th. I then received a bill for $400 from simonmed 2 months later and was told my insurance didnt cover it all. So I called simonmed and they told me that was incorrect and that I was actually owed a refund because the amount I paid plus what my insurance covered was greater then the amount that I owed. A month went by and I never received a refund so I called simonmed back and they then told me I was misinformed and that I actually owed $133.12. Their billing department is all over the place. Every time I call im told different information. It feels like they keep pulling random numbers out of nowhere to confuse me in hopes that ill just pay it. I asked to speak to a supervisor and apparently none were available. This whole experience is fraudulent. They billed me as the patient in the office, then they bill my insurance, and then send me another bill without ever disclosing any of this or sending me any form of a statement, receipt, ect. I would never come back to Simonmed. This has been by far the worst experience I have ever had with a business. All of their billing staff barely speak english and no one has been able to assist me. Simonmed is FRAUDULENT

  Business Response

  Date: 09/29/2023

  CID# ******** has been completed; an email was sent to the patient for a follow up

• Initial Complaint

  Date:02/20/2023

  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 was a patient at the ***************** SimonMed Imaging facility on 01/16/23 at which time I paid $550.00 before services were rendered. As of today, this payment has not been reported to my insurance company as having been collected by SimonMed Imaging. This is the amount of my deductible, therefore every provider and pharmacy visit following that date has also been collecting payments from me. After spending several hours on the phone with Simonmed Imaging billing department I was told that there was no way for them to report the payment to my insurance company, that obligation falls upon the ******** SimonMed Imaging Facility. ******** SimonMed Imaging refuses to answer their phone or allow faxes to go through. The failure to report this payment has also led to Simonmed Imaging *********** to want to collect money from me for services needed tomorrow. I am requesting that this matter be resolved by your SimonMed Imaging ********, ******* facility reporting to my insurance company the $550.00 payment that I made on 01/16/23 without further delay. For your convenience I have provided a copy of the receipt sent to me as well as a copy of my insurance card so that you can expedite the remedy of this problem that has been created. I have been patiently waiting for the resolution to this matter for over a month, but my patience and money have been exhausted at this point.

  Business Response

  Date: 03/02/2023

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We have made contact with the patients insurance on 2/23/23. The claims at that time were resubmitted, per insurance they did not receive the claims billed to them on 1/27/23. At this time we cannot issue a refund until the claims have been processed through insurance. We apologize for any inconveniences this may have caused. 

  Thank you,

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

  Customer Answer

  Date: 03/02/2023

  SimonMed Imaging has still never sent over the $550.00 payment information to my health insurance.  The only thing that SimonMed Imaging has done to date has been to send a duplicate bill to my insurance comany to collect additional funds from the my health insurance company.  I do not understand the cognitive problems that SimonMed Imaging has in a request to sending over the amount of the payment that I made to you on 01/16/2023 of $550.00 to my health insurance company.  Yes, SimonMed Imaging overcharged me per their signed contract with my health insurance company.  Yes, SimonMed Imaging to date has refused to acknowledge to my health insurance company that they collected $550.00 from me on 01/16/23.  This complain is not closed and I hope that BBB does not allow this complaint to fall by the wayside.  This is happening to far too many patients.

  Business Response

  Date: 03/29/2024

  Hello,
  
  In reference to this BBB # ********. This was resolved on 04/03/2023.Our billing supervisor reached out to the patient to advise of the refund that was released back to the patient. 
  
  Can we get this resolved?

• Initial Complaint

  Date:02/17/2023

  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.

  My physician ordered 2 MRI's which were both scheduled with SimonMed for February 20, 2023. At the time of scheduling, the phone rep confirmed they had everything they needed to proceed. Today, February 17, 2023 "*****" left a voicemail stating that my insurance had not yet sent the authorization and that my appointments would need to be rescheduled. She left no phone number in her message ( I have included the transcript). I checked with my insurance and they have sent the necessary approvals. I looked up the phone number for the Prescott location, and was rerouted to an overseas call center. The first representative confirmed that they saw "one" approval. But couldn't see anything else. She said that my appointments had been released to other people. I shared that my insurance company had sent what was needed. I shared that I had blocked out my day to make these appointments and if the insurance company had messed it up...I'd understand. But they hadn't and I would like to proceed with the appointments as scheduled. She apologized and escalated me to a manager line...which dropped the call. I called back, transferred, dropped call. I called back again, transferred, dropped call. I called back again, transferred, and got a manager in *******. She was super nice and professional...and...because she's in *******, there isn't much she can do...though she did try. I called back again, transferred, dropped call. At this point I've sent a fax to the Prescott location. All in an attempt to talk to ***** to share that as per my insurance we are good to go...and even if that's not the case, I'll simply pay cash and then work with the reimbursement process of my insurance. I have a demanding schedule and am responsible for my own organization, employees and clients. Taking the day to do these two MRI's are costing me money and time. I would like SimonMed to honor the appointments we've had scheduled for 3+ weeks or offer an alternative that is reasonable.

  Business Response

  Date: 03/02/2023

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We have reviewed the calls and have addressed all issues and concerns that have been brought to our attention. We have took corrective action with the representatives that were involved and have offered additional training so this can be avoided in the future. We apologize for the inconveniences this caused to you.

   

  Thank you,

  ****************** 

  Customer Answer

  Date: 03/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ******* and ****** worked together to address my concerns. They were able to create a compromised solution for one of the appointments, and honored the second appointment. I appreciate their attention to creating a solution. 
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:02/16/2023

  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.

  SimonMed dba SMI Imaging are scammers. They outsource their billing and billing is entirely unhelpful and takes no accountability. Instead the Billing team blamed me for overpaying on a claim when the facility is the one who informed me that no MRI services would be provided if i don't pay the amount upfront. The Billing team then proceeds to tell me they have nothing to do with the facility. How does a company's own billing team tell the customer, they don't have anything to do with the company? I called Billing two weeks ago and was told, i would need to call back in a week or two in order to request refund and that the *** was missing. Despite the claim having posted and despite my insurance company having provided ***'s the billing department, today on 2/16, told me to call them back in a week or two in order to request a refund. They now had the *** and showed I was owed a refund but told me it needs to go through processing before they provide a refund. I was then told that I would need to call back to request a refund and that they do not automatically process the refund.What entity overcharges a customer, knows they over charged the customer, and then follows up with telling the customer that they would need to request the refund and that it isn't their responsibility to issue it?What type of dystopian nightmare am I living in and what type of healthcare system has this become? How is this company still in the healthcare business with a C- rating?

  Business Response

  Date: 02/20/2023

  Hello,

   

  Thank you for allowing us time to further review. The patient had services on 01/18/23. The patient called on 01/30/23 indicating she received her statement from insurance and requesting a refund.  We did not have the insurance statement on file, as there is a delay  between when the patient receives their statement from insurance, and Simon Med receives their statement, and it is processed in the system.  There are two charges for this patient. One eob was updated in the system on 02/02/23, the second on 02/08/23. There is currently still an open payment batch that has yet to be processed into the system. Also, the patient would have been told that the customer service/billing department does not know the protocols at the office of how the prepayments are determined at the time the services were rendered.
  
  Once the insurance is processed into the system, it does appear the patient will have a $290.68 credit. The patient paid $1398.70, and the insurance benefit statements indicate a patient responsibility of $1108.02.
  If you need any further information, please let me know.

   

  Thank you,

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

• Initial Complaint

  Date:02/16/2023

  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 in for an abdominal ultrasound as requested by my physician on 11/8/2022. I was instructed to make a payment of $125.48 at the time of my ultrasound and was told I had to pay before I will be seen. After speaking with my insurance company, I was informed that my out of pocket cost should have been $0 because this was a preventative screening and fully covered by insurance. I called Simon Med Imaging on 12/28/22, 1/11/23, 1/17/23, 1/30/23, 2/15/23 for my refund and each time they have given me the runaround telling me to call back again in 2 to 4 weeks. I even called my insurance company and they reached out to Simon Med imaging and my insurance provider even confirmed that they processed the payment to SimonMed in Nov 2022 which Simon Med is claiming they did not receive.

  Business Response

  Date: 02/27/2023

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We have refunded the patient $125.48 on 02/23/2023. We apologize for any conveniences this may have caused. 

   

  Thank you,

  ****************** 

  Customer Answer

  Date: 02/28/2023

  
  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,
  
  Qi Nong Ma
  
   
  

• Initial Complaint

  Date:02/15/2023

  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.

  1 date of transaction 01/04/2023 2 l paid ****** and l owed ***** after **************************** paid,what was due them and l owed 50..0. l got a hold of their billing **** and they said yes l deserved a refund of ****** dollars and l have not received my refund of 125. yet. they said l would receive it in 5 to 7 business days'3. received a ct scan on 1/04/2023.4 1.service ct scan chest,billing code ***** owe ***** 2, service ct scan of abdomen and pelvis billing code ***** owe ***** l paid them ****** at the office before l had service done, so l am due a refund of ******

  Business Response

  Date: 02/27/2023

  Hello,

   

  Thank you for allowing us time to further investigate. Upon review our records indicate the patients account, SMI83-283068, is still currently pending insurance response. No refund will be issued until the insurance processing is received, and the credit balance shows on the account. We apologize for any inconveniences. 

   

  Thank you,

  ****************** 

   

   

  Customer Answer

  Date: 02/27/2023

   my insurance has paid what they owed, if they didnt pay how would l know what l owed. l went online and looked at my billing statement from my insurance and they paid what they owed and said on the statement that l owed *****, so they owe me ****** because l paid them 175.oo at time of service. they have done this in past statements, they just drag their feet in paying u back what ur owed thanks

  Business Response

  Date: 07/31/2023

  Patient was refunded on 07/11/2023 back to card used at time of service, issue resolved.

• Initial Complaint

  Date:02/14/2023

  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.

  On 12/12/2022 my husband went to get a Cat Scan and they charged up front on my ***** Card $208.80, When they processed the claim thru my health insurance, my cost should have been only $43.20. I been trying to get reimburse from SimonMed Imaging for weeks now and they keep ignoring my request to refund me the difference of $165.60. They don't even put my claim in their computer system that I been calling. Every time, I called about my refund status there's nothing noted on my account! Chard ****** thinks I got a refund check from SimonMed Imaging, and I haven't received nothing from them at all. Chard ****** has put my account on hold until I pay them back the money. It's frustrating, I can't even use my ***** card for prescriptions and pay doctor ****** ***pays or bills. Can someone please help me get my refund back.Thank you,***************************** ************ ****************

  Business Response

  Date: 02/17/2023

  Hello,

   

  Can you please provide us with the patients information? We cannot perform a throughout investigation without that information.

  Thank you,

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