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:02/09/2023

  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 Oct 24, 2022 I was erroneously charged $125. for services rendered to my spouse ***********************. Though I told the receptionist it was covered by my insurance, she was adamant about the charge. I paid it. When I got home I called my insurance provider and verified there should NOT have been a charge. I intern called SMI billing and a supv agreed there should not have been a charge but they could not return my money until such time they intern rec'd pymt from my insurance . They have acknowledged they did receive pymt but I am still trying to get my money back. I have had follow-up calls to SMI billing on 11/12/22, 12/15/22, 1/18/23, 2/7/23 and individuals have assured me that the refund was being processed. The most recent was on 2/7 **** by an individual ***** saying it would be another 45 days. To be blunt I was livid and said that was unacceptable. He subsequently said it should be done in two (2) weeks;that remains to be seen. I simply just want my funds returned to me though some financial encumbrance would not be out of line due to the inconvenience and the time I have spent seeking restitution Mr ***** ********************* provided image of receipt, please excuse all the notes

  Business Response

  Date: 02/24/2023

  Hello,

   

  Thank you for allowing us time to further investigate this matter. As of yesterday 02/23/2023 the patient was refunded back to the card used at time of service. Please allow 2-3 business days for that to reflect back to your account. We apologize for the inconveniences caused by this and appreciate your patience. 

   

  Thank you,

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

  Customer Answer

  Date: 02/25/2023

  
  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:01/28/2023

  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.

  Simonmed owes me a $39.71 refund.I went to Simonmed in Phoenix on 7/24/22. Simonmed charged me $250. My insurance paid $210.29.I have called every few weeks and Simonmed tells a different story (system locked, pending, in the mail, etc). If I owed Simonmed for this long, there would be collections after me.7/24 credit card charge for $250 is attached.Insurance benefit payment info attached.Email to Simonmed (same phone conversation several times)

  Business Response

  Date: 02/06/2023

  Hello,

   

  Thank you for allowing us time to further investigate this matter. Per review of the chart it was found that the claim was billed to insurance and has been allowed for amount $210.29. However, patient has paid amount of $250.00 at time of service, the excess amount of $39.71 has already been refunded to patient on 12/06/2022. We apologize for any inconveniences this may have caused.

  Thank you,

  ****************** 

  Customer Answer

  Date: 02/06/2023

  Hello,

  I have NOT received a refund check from Simonmed - which I have told two different Simonmed representatives months ago. 

  I have US postal ******************* ******* which sends a copy of mail being sent to me, and Simonmed mail has not been seen.

  Please have Simonmed provide copy of refund check:

  - if not cashed please send a new refund check

   - if cashed, please send copy of endorsement.  I have not received a check so not sure how there could be an endorsement.

  SOUNDS LIKE MORE STORIES FROM SIMONMED - Please help!

  Thank you,

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

   

  Business Response

  Date: 02/16/2023

  Hello,

   

  Thank you for allowing us time to further investigate. We have issued a check with the refund amount of $39.71. This was mailed to the patient on 02/10/2023. We apologize for any inconveniences. 

   

  Thank you,

  ****************** 

  Customer Answer

  Date: 02/21/2023

  
  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:01/25/2023

  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 went to simon med imaging back in August of ******************************************************************************************************************** to make payments. I stated that i would do payments, starting that day of $50.00 and then $100 every month from there on. i was deducted my first payment in the sept of $100 and soon after i received information that my insurance would cover a large portion. i then called the billing team of simon med and i was able to get the refund of $100 back within 5 business days. i also asked for my card to be taken out of the acct and i was insured that not only would the card be taken off the acct but the acct would be closed as well. the month of November i had noticed that $100 had been taken out of my acct along with the month of oct too. i called the billing **** once again on 11.28.2022 and was told that this would be taken care of. i was even provided a ref number REF#*******. from that call i learned that my card had not been cancelled and this rep would cancel my card and i should be receiving my refund. I called back dec 15 and learned that they actually had attempted to take another payment our of my acct on 12.8.2022 but stopped the process. i was told at this time an escalated call would be placed and to call back. i since then called back on 12.23.2022 the office was closed and i called 1.2.2023 to find out that now they have switched billing companies and it appears that they dont have all the accts. i have since then made several attempts and each time no one knows whats going on. im entitled to MY MONEY which is $200.00

  Business Response

  Date: 09/06/2023

  This has been resolved on 02/03/2023 directly with the patient. Please close out on your end and revise. Please let me know when that is completed. Thank you. 
  

  
  

• Initial Complaint

  Date:01/20/2023

  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.

  Last week I needed an ex-ray & couldn't make an appointment. My time is as valuable as yours. So I'd like to suggest that you schedule times for ex-*********** density appointments daily by alternating Monday, ****************** mornings for ex-***************** for Bone density. ****************** mornings Bone ******************** ex-rays. This way you'd have happy patients and the staff wouldn't get so many complaints & have smiles on their faces ?? Please try this scheduling. You may find it works!Have a great day!***********************************

  Business Response

  Date: 01/27/2023

  Hello,

   

  Thank you for allowing us time to review your advice. We appreciate any feedback we receive from our patients so we may try to implement them to make our patients happy and feel cared for. We understand the frustration with having to wait because X-rays are done on a walk in basis. We have escalated this advice to the management team so that they are aware of the patients recommendation. We do apologize that the visit was less than satisfactory for our patient. If there is anything else we can help with please email us at ***********************************

   

  -************** 
  
  

• Initial Complaint

  Date:01/19/2023

  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.

  Account number ****************. ***********************************08/11/2022 Simon Med Imaging performed a CAT scan service for me. At the time of service I was asked to pay $437.68. After insurance processing it was determined I actually only owed $268.79. I am owed a refund of $168.89. I initially contacted the billing department on 10/18/22 and was told it was being processed and should be received in **** business days. Called back 11/08/2022 and was still being processed and to call again in a few weeks. Called again on 01/17/2023 left message for call back. No response. This process has been unprofessional from the initial contact. From exhorbitant deposit request to lack of concern and refusal to refund overpayment. Please help

  Business Response

  Date: 01/27/2023

  Hello,

  Thank you for allowing us time to research this grievance. We have been advised from our billing department that a refund has been issued and sent in check form via mail in the total amount of $ ******. We apologize for the less than satisfactory experience that our patient has had and we hope that this issue can be resolved. If there are further questions please reach out to us via *****************************************.

   

  -************** 

  Customer Answer

  Date: 01/28/2023

  
  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:01/17/2023

  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.

  Date of service - 9/10/21, I had to pay $410.74 for an MRI even though I asked to wait until the claim was processed by my insurance. My insurance processed the claim and my patient's portion was $409.69. I have the explanation of benefits to show this.I have called on 10/12/21, 1/4/22, and 4/15/22 and was told each time the extra payment I was charged would be refunded. I also sent an email on 11/30/21. I still have not received my refund. I understand it is only $1.05 but I was overcharged and expect my money to be returned. If SMI Imaging collects extra money from every patient and never refunds the patient, even a dollar from each adds up to a lot of money.

  Business Response

  Date: 09/06/2023

  This has been resolved on 01/31/2023 directly with the patient. Please close out on your end and revise. Please let me know when that is completed. Thank you. 
  

  
  

• Initial Complaint

  Date:01/13/2023

  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 is a network provider for my employer's medical plan (Cigna OAP network). I went for my annual mammogram and imaging. The appointment was on 7/14/22 at their Turkey Lake facility. 1st issue is I got a bait and switch. I had been using another imaging center for 4 years and somehow SimonMed got a hold of the fact I had a prescription for my annual mammogram, called me and I made an appointment thinking it was my normal provider and showed up at my normal imaging center and turns out it was another provider, so I drove quickly to SimonMed as I had an appointment. That's not the worst of it. I AM BEING BALANCED BILLED which is illegal. I reached out to Cigna and ***** contacted their billing department and the representative saw the bill was incorrect and said "this will be fixed and we will issue ************ a refund". They required me to pay $197.84 up front for my imaging. After the claim was processed I should have only paid out of pocket $141.99. I am due a refund of $55.85. Well, just got another invoice saying I owe another $197.84. I am a Director of Benefits and know this is illegal and will also raise with *****'s provider relation lead for their ******* market as individuals who don't understand benefits are probably overpaying SimonMed across the U.S. as their billing is centralized. I still have yet to receive my refund of $55.85.

  Business Response

  Date: 09/06/2023

  This has been resolved on 01/30/2023 directly with the patient. Please close out on your end and revise. Please let me know when that is completed. Thank you. 
  

  
  

• Initial Complaint

  Date:01/12/2023

  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.

  I was taken to the SimonMed in ************* for an *** on January 6 from ***** Rehab in ******** with a medical transport. I cannot walk and was in a wheelchair. They told me they would not provide any help getting onto or off the *** table. Results were supposed to be ready by Jan 10. ***** has been checking since then and the past two days they had no proof that I had ever been there at all. Today, Jan 12, they acknowledged I was there but they cannot locate the *** results. They never answer the phone or drop calls after 20 minutes.This was the worst medical center ever with rude front staff and now I have no idea what is wrong with my back and why I cannot walk. Peoples lives are dependent on results and they lost mine.

  Business Response

  Date: 01/13/2023

  Hello,

   

  We apologize for the less than satisfactory experience while visiting our site in ********. We have addressed the unwillingness to assist in the *** room and have offered additional customer service trainings to the staff involved. In regards to the report we do inform patients it will be read between 3 to 5 business days. Being that the 6th was a Friday we would not count the weekend, making the 12th of January 4 days when it was read by a radiologist. We apologize if this information was not provided to you. As of 01/12/2023 the report has been completed and faxed over to the referring provider. Again, we would like to apologize for any inconveniences this may have caused to you. 

   

  Thank you,

  ****************** 

• Initial Complaint

  Date:01/09/2023

  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.

  Went into SimonMed for an xray on October 26th, 2022. I made an appointment for a future *** a week from the 26th. After filling out my paperwork & providing my insurance information- I was asked to pay $77.58. I asked if they were using my ************* was assured that they took my insurance. I didn't question it and paid the money and got my xray. A week later I went it for my ***, and I'm asked to pay $245 for the **** At this point I question these astronomical prices and say to the SimonMed front associate, " I have insurance don't I? How is this so expensive?". I ask the associate to give me a ********** call my insurance and the representative told me that "your insurance plan gives you $5 xrays and $10 ***'s, you should not have had to pay $77 .58 for that xray".At this point I'm so upset that I am being asked to pay for the *** I should be covered for & for paying for the xray that should have been covered under my insurance plan. I walk out because I can't afford this. It's ridiculous. I am still struggling with this same health condition & have not gotten the imaging I need as I type this. This is a terrible privatized business.After learning through my healthcare provider that I'll have to dispute this with SimonMed, I went back to the front desk of the SimonMed (***************************************************************************** *****) & asked why I was charged $77.58. I was told that I was asked to self-pay in order to pay into my deductible. OK. So I call my heath *************** tell me nothing was paid into my deductible. This is SO incredibly shady. It is now January 2023, 3 months later & my deductible had no changes from SimonMed's ******** *** have spent pointless hours trying to get ahold of people, being hung up on & trying to get my money back with this fraudulent, lying " medical establishment". After my repeated calls, I was randomly refunded $34.16 on 1/9/2023. However I am owed a total of $72.58, which is the cost of the xray that I paid for minus $5.

  Business Response

  Date: 02/03/2023

  Hello,
  
  We apologize for the delay in response to this case. The patient paid $77.58 at the time of service, and her benefit statement shows a patient balance of $43.42, so the patient was refunded $34.16.  This is still an ongoing investigation and we will provide more details as soon as possible! 
  
  -**************
  SimonMed Imaging 
  

  
  

• Initial Complaint

  Date:01/09/2023

  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 November 12, 2022 I had 4 MRI's performed. I paid $1,887.41 because they demanded payment in advance before they could be certain that is the amount I would actually own.Once they submitted their claims to my insurance, the total amount I should have paid was determined to be only $258.56. On December 27th, almost a full month after insurance completed adjudication of their claims, SimonMed has only refunded me $76.85. I am still owed an outstanding refund of $1552.00. Repeated calls to their call center are variously met with vague excuses and delays and esoteric "policies" of their own making that do nothing towards refunding the money they owe. Attempts to reach their billing center by the email address they provide go completely ignored. I am looking for the outstanding balance of $1552.00 to be refunded to my credit card account immediately.

  Business Response

  Date: 01/20/2023

  Hello,

   

  thank you for allowing us time to further investigate. After review, there is one charge that has still not been processed by insurance for date of service 11/12/22. It is SimonMed policy that no refund be issued if there are any open charges on the patient account.
  
  I will forward this to the A/R team, and ask that they contact the insurance company for a status on the $1552.00 charge. Then we will follow up on the status of the refund. 

   

  Thank you,

  ****************** 

  Customer Answer

  Date: 01/20/2023

  This response is not satisfactory given the run around I have received for over two months now plus the large amount in dispute. 

  
  I just called my insurer this afternoon and they indicated that your company has no remaining claims open or pending with them. 

  
  This means that either

  
  a) all of your claims have already been submitted and you should therefore issue a refund of the disputed $1552.00 immediately or,

  
  b) SimonMed neglected to send the claims to the insurer in a timely manner.  SimonMed have had 70 days now to bill my insurance for the services that were rendered.  Further delay is completely unacceptable.  The outstanding claim, if any, must be filed immediately.

  
  I have no confidence that your company is acting in good faith to expedite my refund.  Please contact my insurer at ************** if you need further clarification on the claims status, as they say you have no outstanding claims with them.

   

  I require one of the following actions from your company:
  
  a) I need to see a new claim hit my insurer within 14 days.  At that point I will allow your company an additional 30 days to deliver my refund.

  or

  b) If there are no claims, I expect to receive a refund for the full amount of $1552.00 within 30 days.

   

  Failure to resolve this promptly will result in a filing at small claims court.

  
  Sincerely,
  
  *************************
  2911 ***********
  ********, ** 85392
  ************

  
  

  Business Response

  Date: 07/31/2023

  Patient received a full refund from overpayment on 03/02/2023. Issue resolved.

  Customer Answer

  Date: 07/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and confirm this has been resolved. 
  
  Regards,
  
  *************************