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:02/13/2023

  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.

  I received a call from the *************** SimonMed office on February 13th 2023, at 3:52 p.m. The caller said she was phoning to confirm my appointment at 3:00 PM on Tuesday, February 14th. I clarified for the caller that I had a 3:30 PM appointment and that the timing was inaccurate because I had already gotten a confirmation in the morning confirming my 3:30 pm appointment. The woman on the phone stated I was mistaken and that my appointment was at 3:00 pm. I mentioned that I had made the appointment for February 14 at 3:30 pm in person at the *************** SimonMed facility at **************** three weeks earlier as a result of a head injury and received multiple confirmations via email and text. I was repeatedly told by the woman on the phone that I was mistaken, that my appointment was for 3:00, and that I would need to reschedule if I couldn't make it. I mentioned that I was unable to arrive early since I had specific arrangements with my employer and other commitments beforehand. I was once more informed that this was my only choice and that I could reschedule. I informed her that my emails had already confirmed my 3:30 appointment, therefore rescheduling was unacceptable. I was briefly placed on hold so she could speak with her supervisor. When she returned to the phone, she informed me that I did not have a 3:30 appointment and that I could come in early or reschedule. She was convinced that I had erred and was augmentative. I then requested to speak with her supervisor. When **** answered the phone, she reiterated what the receptionist had already stated and informed me once again that I could reschedule for March 3rd, since I schedule incorrectly. I told ********** had a head injury and had already waited three weeks; another three weeks was unacceptable. When I questioned **** about whether the office had double-booked the appointment, she again stated I was incorrect in my recollection and the appointment was scheduled for 3:00 pm. **** made me feel like I was at fault for the scheduling issue rather than offering an apology or just being truthful about the situation. Since I had already waited three weeks and was in an emotional state, I ended the conversation and contacted your corporate headquarters. I was advised by your live chat that there was a "system glitch," and I was then informed via telephone by a scheduler that a NEW appointment was booked today, Monday, February 13th (@ 12pm) by a different patient for my Tuesday 3:30 pm appointment. There appears to be no glitch; rather, the office double-booked the appointment and blamed me. The patient's right to be treated with "dignity, respect, and consideration" is one of the rights and responsibilities outlined in the Patient Bill of Rights and Responsibilities that SimonMed does not uphold. Have you considered your patients' needs in terms of time and health? Or do you simply promote them? It is pretty unsettling that your office doesn't appear to be concerned with head injuries. The lack of respect and compassion displayed by your *************** office is appalling. I can assure you that every unfavorable online review contains some element of truth, therefore you should read them all. Your business is adversely affecting people's lives. Perhaps you should reexamine your leadership, or at the very least, provide more instruction. Nobody should be treated like this, particularly after waiting three weeks to find out that you double-booked an appointment. In addition, please provide your staff guidance on how to handle scheduling conflicts without placing the blame on the patient, particularly when the patient has emails and texts that confirm their accuracy.

  Business Response

  Date: 02/17/2023

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We have spoke with the site manager in regards to this situation. The patient was in fact correct and she did have a 3:30PM appt for 2/14. There were scheduling issues earlier in the day that led to appts being moved around. Normally when this is done the pts are contacted to informed of the move if it will affect their appt time in a negative manner. Unfortunately this patient was not called and her appt was moved up by 30 minutes. When confirmations were done this is where the confusion started. The *** confirming saw the new appt time and quoted that time. When the patient called in more research should have been done in regards to the situation. If that research would have been done it would have been identified as a site error and corrected. The site manager and team has been coached on this going forward. We sincerely apologize for this error and hope in the future your visit with us will be satisfactory. 

   

  Thank you,

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

• Initial Complaint

  Date:02/13/2023

  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.

  On October 17th of 2022 I had an MRI done at SimonMed in Ahwatukee. I gave my BCBS insurance card and was charged $746.78 , SimonMed submitted claim to BCBS and it was denied due to not having exact documentation from SimonMed. Month later, I called SimonMed and asked why they do not submit claim, because I know it should not cost me $746.78 after BCBS processed my claim. They promissed they will do that. Another month later, I involved BCBS and was on three way phone call where SimonMed swear to submit claim. As of today, 02/13/2023 I still did not get any bill from them nor submitted claim. Ob 02/02/2023 I did Xray and as of today there is no claim for this Servies either. I called so many times and spoke with billing department and all they say we are submitting now. At this point, I know they overcharged me without going through insurance. I need my money back.

  Business Response

  Date: 03/22/2023

  Hello,
  

  
  

  The account below has been updated, and now reflects a credit balance of $479.93.
  

   
  

  This amount is $318.00 less than the expected refund, as currently, there is a charge for $318.00 pending with insurance.
  

   
  

  If you need any further information, please let me know.

• 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,

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