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.

close

Find a Location

SMI Imaging LLC has 147 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/14/2022

  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 a CT scan at Simon Med Imaging at **********************************************************************, on August 8, 2022. *** at their front desk demanded money from me despite my telling them that my insurance benefits were up to 100% after a recent surgery. I had to pay them their money or I would have been refused my CT scan. My insurance covered the bill, and I have been waiting for a refund on my overpayment of around $10. I have made multiple phone calls and the refund has never been sent to me. Their billing office can offer no explanation. I would like them to issue my refund immediately.

  Business Response

  Date: 01/06/2023

  Hello,

   

  A check was mailed out to the patient 12/22/2022. Our records show this check has not been cashed as of today. Please allow some time in case there is any delays due to the holidays. 

   

  Thank you, 

  ****************** 

• Initial Complaint

  Date:12/07/2022

  Type:Sales and Advertising 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 on Dec. 6,2022 for a diagnostic mammogram plus ultrasound. My insurance has always paid for this before. But as soon as I arrived- the clerk told me that I would have to pay $635.50 before my procedure. I paid it because I had to have it done before the year is up-I called my insurance when I got home and they said since it is a preventative procedure- I shouldn't of had to pay anything. I have went to other clinics before and have never had to pay anything upfront. I would like a refund asap.

  Business Response

  Date: 12/09/2022

  Hello,

   

  Thank you for allowing us time for further review. Our billing department spoke with United health one, the deductible does apply to these exams. Ref #JulieP ********. The estimate of $635.50 stands as they have not met deductible. We apologize for any inconveniences caused by this.

   

  Thank you,

   

  ****************** 

• Initial Complaint

  Date:12/04/2022

  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.

  Resolve the issue as I have left multiple messages and still receive the same statement with no information

  Business Response

  Date: 12/23/2022

  Hello,

   

  We apologize for the delay. We are still working on this issue. Please allow us more time to further investigate. 

   

  Thank you,

  ****************** 

• Initial Complaint

  Date:12/03/2022

  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 CT Images done by SMI Imaging on September 1, 2022. I provided my ******** Information and ******************* at the time of the appointment. I received an Explanation of Benefits from ******** indicating that SMI billed ******** $ ****, it was processed showing that ******** Approved $156.12. ******** paid SMI Imaging $124.51 and my secondary insurance paid $31.22. The ******** Statement indicates that SMI is covered under ******** Acceptance and I should owe no additional money. I received a bill from SMI Imaging indicating they are trying to collect the amount ******** and my secondary insurance did not pay. Dated 11-23-2022. I contact SMI Imaging mydocbill.com Case Number ******** and they wanted copies of the **** s . I provided them the copies indicating I do not owe them any money. There response said I should take it up with the insurance companies. The documents I provided show that I owe no additional money but they still sending Bills for the additional amount.

  Business Response

  Date: 12/05/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter, upon review of the patients account we did find an error. The account has been adjusted accordingly and account balance is $0.00. We apologize for any inconveniences this may have caused. 

   

  Thank you,

  ****************** 

  Customer Answer

  Date: 12/05/2022

  
  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:11/28/2022

  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.

  Went to SimonMed for a prostate MRI on October 6, 2022. At time of checking in I was told that my insurance company required partial payment of my deductible for the **** The amount was $745.82. While I thought it odd that I had to pay that much, I did not know my exact coverage amounts, so I paid it via credit card (receipt attached). I called my health insurance company the very next day, Friday, October 7th at spoke at great length about my coverage for this procedure. I spoke to two representatives that confirmed SimonMed is in my network and my MRI is fully covered with my deductible completely WAIVED. I should have paid nothing out-of-pocket. My insurance company paid the amount due, minus $21.58 for the contrast dye injection that was not covered, on October 27, 2022. I have called SimonMed twice now inquiring about a refund; once on November 16, 2022, and also on November 28, 2022 (today). Both times I was told it is in process, and most recently as of today's call that it is delayed due to the Thanksgiving Day Holiday and that I should check back in another two weeks!!! It should not take this long for a refund, period. After reading all of the other billing complaints and issues with this company on this site (and others) I am not sitting back any longer and just waiting for my refund to be "processed". I am paying interest on my credit card for amounts that I should not have been charged for in the first place.I do not have a tracking or account number. When I call the billing department they access my account via my name and date of birth (which I can provide if needed). I request a refund be processed IMMEDIATELY.

  Business Response

  Date: 12/01/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. Upon review of the account we did find the patient was due a refund in the amount of $724.24. That refund was process on 11/29/2022 back to the card used at time of service. We apologize for any inconveniences this may have caused. 

   

  Thank you,

  ****************** 

  Customer Answer

  Date: 12/01/2022

  
  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:11/28/2022

  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 9/22/2022 my son needed an ultrasound performed. We went to Simonmed Imaging ******* LLC at *******************. I gave my insurance information to the front who stated that they would confirm the procedure was covered. I did not allow my son to go in for the ultrasound until I was told by the person at the front desk that the procedure was covered by my insurance. At that point I also asked how much it would cost if it wasn't covered, and was told "about four hundred dollars." A month later I received a bill for $1,396.00. The bill has two items on it. The first is the ultrasound with a cost of $538. The second is for a vascular study at $858.00. Now the fact that my insurance did not cover any part of the procedure I find frustrating given I was told that they had confirmed it would be paid for before I let my son get the ultrasound. And the fact that the cost of the ultrasound was more than what I was told on the day is also somewhat frustrating, however, I was prepared to pay for it as it was in regard to my son's health and I was more concerned with speed than cost at the time. What I find totally unacceptable is the additional charge of a vascular study which wasn't asked for, wasn't discussed and given that my son was in and out, wasn't performed. I went to the location to try to resolve this issue. The person there that day told me that there was no one I could speak to but, as this had happened with other people before, she sent an email to billing explaining the situation. She then told me that I should be contacted by billing within the week. She also said if I wasn't contacted to call billing directly at the end of the week. I waited for more than a week as Thanksgiving fell in the middle and I didn't expect anyone would be working. When I contacted the billing department the person, I spoke with said there was no email in the file, and he would open a ticket for an investigation. I want the vascular study removed from the bill.

  Business Response

  Date: 12/01/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. Upon review we do show that the account is being appealed through insurance and it was just sent on 11.23.22.  Please allow time for processing. I did put in a request to have the account on hold while we wait. Any further questions on the appeal process can be done by calling ***** at ************. 

   

  Thank you,

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

  Customer Answer

  Date: 12/03/2022

  They have stated that they are appealing through the insurance company.  The majority of this complaint is that we have been billed for a procedure that we did not ask for, were not told was going to be performed and it appears was never actually performed.  I was told at the time that the ultrasound that we were there for (and only the ultrasound) would cost approximately $400.  It appears at this time that they are trying to bill the insurance company for a procedure that was not done, and once the insurance company declined to pay for anything, they are trying to bill us for it.  As I stated previously, I am fine with paying for the ultrasound despite the fact that it cost more than I was told at the time.  But I am not going to pay for a vascular study that we did not ask for and was never discussed.  Again, given that my son was in and out of the examination area and has stated that only one procedure was performed I also am at a loss as to how this item has appeared on our bill and why it hasn't already been eliminated now that we've brought this to their attention.

  Business Response

  Date: 12/15/2022

  Hello,

   

  Per our billing department, the claim was filed to insurance and it was denied as non covered. You're able to reach out to them directly to get more information as to why they denied the claim.

   

  Thank you,

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

   

  Customer Answer

  Date: 12/15/2022

  Again, we have been charged for a procedure that was not asked for, and not performed.  This is not at all addressed in your response.  My son needed an ultrasound.  The ultrasound was done but then an additional procedure, a vascular study, which was not asked for, and was not stated was going to be performed, appeared on our bill.  At the time of the service I was told the ultrasound would cost around $400.  We were billed for $500+.  That's fine.  We were never told anything else was going to be done and we did not ask for anything else to be done.  I understand the insurance did not cover this.  That is not the problem.  We did not ask for a vascular study and, unless it was done under the guise of the ultrasound, it was never performed.  That is the crux of the problem and has not been at all addressed.  I understand that we will pay for the cost of the ultrasound.  That's fine, but the vascular study should be removed from the bill.

• Initial Complaint

  Date:11/26/2022

  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.

  Had a PET scan in August 2022..day of scab they collected $354. I was then billed another $1000 (this number isn't exact but close) I then setup payment plan with simonmed which was $173. per month for 6 months. I have since made 1 payment which they take automatically each month around the 24th. This last week I received a new bill for same scan for $20,836 and they are asking for new payment plan to be setup. They already accepted the first payment plan. This is an outrageous cost. I have contacted them and was sent email saying they will open a case. Still I want to file a complaint just because of the undue stress this kind of nonsense puts on a 70 year old man!Thanks!

  Business Response

  Date: 11/30/2022

  Hello,

   

  Thank you for allowing us time to further investigate. It looks like insurance reprocessed the claim and paid a lower amount. We have corrected the account. The total balance that patient owes is $700.03. I did not set this back up on the payment plan as we are unable to set up automatically payments. Patient can set up payment plan up at mydocbilling.com and can set up automatic payments like he was originally set up with. We apologize for any inconveniences this may have caused. 

   

  Thank you, 

  ****************** 

• Initial Complaint

  Date:11/14/2022

  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 an appointment to get an MRI of my lower back at 9:00 on 11/14/2022. Got notice on Friday, Nov. 11 in the morning that Simon Med hadnt gotten the Prior Authorization approval notice and my appointment would need to be rescheduled. I called United Healthcare and the advocate gave me the approval number and while on a 3 way call she called Simon Med and gave the the approval numbers and I was told my appointment would not be canceled or rescheduled. I went to my appointment only when I checked in I was told my appointment was cancelled and I had to reschedule. I was told they hadnt received my Prior Authorization approval until this morning. I wanted to scream at the receptionist that she was a liar. But refrained. Came home and found out I had a text while I was at the counter telling me I had to reschedule my MRI appointment. ****** off isnt even the word for how I felt. I put in the effort to make sure I can keep my appointment only to find out Simon Med doesnt care that I cant take a pain pill for my back because Im driving. They dont care that I wasted a gallon of gas, my time or effort. Because it doesnt matter to them how much a patient goes through to get what my doctor needs to operate on my back. Im so sick of going through the motions to get everything done so I can feel better and function and places like Simon Med just c*** on your efforts and fail 100% at their job. I took the time and effort to make sure I kept my appointment but somehow after they received all the information needed someone went ahead and failed to do their ************** and do their job and who does it hurt? Me! Yet their actions tell me it didnt matter that Im in pain or that they wasted my time and money. They. Just Dont ***** Now Im going to complain to anyone and everyone about the sloppy way Simon Med does business.

  Business Response

  Date: 12/01/2022

  Hello,

  Thank you for allowing us time to further investigate this matter. First off we'd like to apologize for any inconveniences caused to you by this error. Upon review we did not show that ****************** authorization was initiated by ***, therefore the chart was not noted correctly. The physician support coordinators and their

  manager were emailed on 3 occasions to check the status on the authorization as the ordering providers auths/scheduling are handled separately by that team. Before this could be confirmed, the site called the patient and left a message advising that authorization was not in. The patient then called in and a scheduler notated the chart with the approval information, however, did not confirm the status of the exam/auth and left the patient in a rescheduled status.
  
  In resolution, the auth department has taken on handling authorizations for *************** of AZ in an attempt to streamline the authorization process and ensure
  the patients receive the care they need.

   

  Thank you,

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

• Initial Complaint

  Date:11/14/2022

  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 have been trying to have my imaging records uploaded to ambra. Ambra had my imaging but for some reason it was removed. I told simonmed they said to contact ambra and ***** said they only house the images. I need to contact simonmed, only to be told theres nothing they can do and they will let someone know

  Business Response

  Date: 11/17/2022

  Hello,

   

  Thank you for allowing us the time to further investigate this matter. We have looked into this issue and verified that all studies in Ambra are there and can be viewed. Please make sure you are using the below link to access your records. If there are any issues you can contact me directly at ************. 

  Link for Ambra Health https://simonmed-accessmyimaging.ambrahealth.com/access 

  Thank you,

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

  Customer Answer

  Date: 11/17/2022

  
  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:11/09/2022

  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 to SimonMed for a breast ultrasound on 8/23/2022. I made at that time of visit, I made a payment of $142.56 (receipt attached). SimonMed filed an insurance claim with Cigna (attached) for $285.12 under the Vendor Name Med Solutions. This claim did not reflect the payment I made that day and the charge amount is different from the total represented in the bill to me.They are billing me $544 (attached) with no reference of the payment I made on 8/23 or the payment my insurance made. I called Cigna on October 24th and they advised that I should not be responsible for anything more than the $142 that I paid on 8/23 and they called SimonMed to confirm that with me on the line. I was told the $544 charge would be dropped in 7 business days. It still has not been dropped after I called SimonMed 2 times since. I want to ensure this is dropped and this is not going to become a collections issue.

  Business Response

  Date: 11/14/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We see that the patient is being billed for the ** and LT ******************** total charge amount for each was $544.00. These are billed out as separate charges due to each side being imaged. The patient did pay for the LT side, but that payment was posted to the ** side in error. We have reallocated this. The ** side denied for benefit *** reached. The denial has to be addressed with the insurance, we would not write this off arbitrarily.  It seems the patient called in on October 25th and advised ***** would be faxing over an EOB but I see no updated EOB from Cigna, only EOBs received with the original processing/denial. We called *******, claim was sent back for reprocessing. Please allow 90 days for processing. 
  
  
  Thank you,

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