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:11/07/2022

  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 was referred to SimonMed by my Urologist for a Pet Scan. When I called to schedule the procedure I was told my co-pay would be $304. This seemed high based on previous scans, but after talking to my wife we agreed I should go ahead with the test. On the day of the test, I checked in and told to pay the $304, which I did. Several weeks later, I receive a bill for an additional $1086. WHAT??? I was shocked since I wouldn't have gotten the test had I known it would be $304 + $1086 or a total of $1390! So, I called them and said I was contesting the bill. I talked to several people in customer service and a billing supervisor agreed to file a review on my case. She told me it takes 7 to 10 days to complete the review. She asked me to call back if I hadn't heard from them. So, today after 2 weeks I called back and was told that sometimes it takes 4 to 6 weeks. Really? How does it go from 10 days to 6 weeks? My case is extremely simple and straight forward. They quoted me my co-pay responsibility twice and after the test was completed wanted a total of almost 5 times the quote. How is it not a 5 minute discussion with the review team. You either honor your quote or you don't. If you aren't going to, just go ahead and tell me so I can move forward with other legal options. I'm asking for a quick resolution to this issue. They have already received $5528 from Medicare and $304 from me. I'm asking them to remove the extra charges above the quote to me, so I can move on.

  Business Response

  Date: 11/09/2022

  Hello, 
  
  
  Thank you for allowing us time to further investigate this matter. Upon further review of the patients' chart at time of service payment is an estimate of the amount due. The final amount is determined by the insurance company. The estimate may change over time due to deductible changes and other services rendered. According to the EOBs the total patient responsibility is $1390.83. The patient states his estimate and TOS payment was $304.58. The total balance due on the account is $1086.25. We apologize for any inconveniences this may have caused. 

   

  Thank you,

  Breanna O.

  Customer Answer

  Date: 11/09/2022

  This is NOT what happened. I was told at the time of scheduling the test that my co-pay would be $304. They did NOT say it was an estimate. In fact, if they recorded the call they will hear that the scheduler left the call for 5 mins or so she could investigate my co-pay. When she returned to the call, I was told my amount would be $304. As stated in my complaint, this information was used to make the decision to go ahead with the test. As also stated, I wavered on getting the test for $304 because it was a lot higher than any scan I had previously received. My wife said, go ahead, so I decided to get it done. Obviously, if I was a bit reluctant to get the test at $304, I would NOT have gotten it at $1400. This can't be legal. I know the law changed earlier this year to protect the consumer. Also, I read that they could NOT send a bill to collections until it was 6 months past the date of service. They have already sent another bill of $23.08 to collections. As stated in my complaint directly to Simon Imaging which they never responded to, they have received $5528.85 from Medicare and $304.58 from me for a total of $5832.85.

  I will now contact Medicare and explain what happened and find out if this falls under a "bait and switch" where they quote a low amount to get you to take a test and then come back after the test with additional billings. They have paid out the large sum of $5528.85 for a test that I wouldn't have agreed to had I been given the actual billing amount. As far as not knowing my Medicare deductible, that is ridiculous. I have medical businesses that look that up in minutes, because they tell me when I check out if I have met my deductible. I assumed that the scheduler checked this when she put me on hold. At the very least this is deceiving, since it gives the perception that she was actually checking my actual costs. She didn't tell me it was an estimate, so I wasn't given the chance to make an informed decision on the test.

  Business Response

  Date: 11/17/2022

  Hello,

  I apologize if there was any miscommunication however, at time of service each patient is given a consent to treat with our payment policy. I will attach it to this BBB, I highlighted the paragraph that refers to this policy. 

  Thank you,

  Breanna O.

  Customer Answer

  Date: 11/17/2022

   NO verbal warning was given on both occasions that the amount I was told was my co-pay was only an estimate, but it was referred to in the very fine print on the day of the test at the bottom of the form. That is a shady practice at the very least. Even if it is legal, the estimate can NOT be 5 times the quote and over $1000 more. Since it is clear you are NOT taking my complaint seriously, I will proceed to other avenues of complaint. I will be filing a fraud complaint with Medicare. I will be filing honest reviews on all websites that deal with your business. I will file a complaint with the Arizona state insurance commissioner. If those all fail, then I will be taking you to Small Claims court. Common sense will prevail on at least one of these since this clearly qualifies as predatory behavior on patient's rights. There needs to be a limit on the possible upcharge like 10%. So, of you billed me an extra $5000 I would have to pay or how about $10,000 more...RIDICULOUS!

• Initial Complaint

  Date:10/27/2022

  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 scheduled an appointment 2 weeks prior to going to my appointment on 10/25/2022. When I arrived to my appointment with a health care packet from nursing home but forgot to bring my insurance card, the receptionist threw her hands in the air and said well if you get a bill, you are responsible to pay it in a very rude tone! Then she made me fill out patient information forms only to have the CT technician come out 25 minutes later to tell me that they don't perform CT abdomen/pelvis/with contrast and with rectal contrast there at ************************************************************************************. And that I will have to go somewhere else! So I asked the CT technician where can I go and he told me a hospital or something. On the way out, I noticed the receptionist greeting a woman patient and was very nice to hear, unlike when I came in. When I came in, I said hello how are you doing today? And she said in a rude tone, do you have an appointment? Going to this appointment was a complete waste of time and gas! They should have told me before I decided to go to my appointment that they didn't perform those type of CT scans and also the receptionist didn't bother to look at my medical history and labs that she instructed that I bring with me!

  Business Response

  Date: 12/01/2022

  Hello,

   

  Thank you for allowing us further time to investigate. This has been addressed to all staff involved. Disciplinary action has been taken. However we are not able to discuss the corrective action. We apologize for any inconvenience this has caused.

   

  Thank you,

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

• Initial Complaint

  Date:10/24/2022

  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.

  On 3/2/2022, I received an MRI from SimonMed, *************, where the "charges" were $1240. Before my appointment, I gave them my ******** and ********** information where they stated that they need to in order to confirm that this procedure is fully covered. At no time before or at the day of the appointment did they state that I would be liable for any costs.7 months later, on 10/24/2022, I receive a Final Notice which states that I owe $1149.40. I see a "details of services" where both ******** and ********** did pay a portion of the charges. Given that they had my insurance information beforehand, did not communicate that I would have to pay out of pocket, and that both insurances paid for part of this procedure - this final notice, which is threatening to go to a collections agency, is invalid and unjust.Account Number: *************.

  Business Response

  Date: 10/26/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. Upon review of the patients account we did see there was an error. Medicare made two payments on the charge, which caused an error on the allowed amount for that charge line. We have corrected the proper adjustments and the patient now has a zero balance with us. We apologize for any inconveniences this may have caused. 

   

  Thank you,

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

  Customer Answer

  Date: 10/26/2022

  
  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:10/24/2022

  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 went into Simon med for a CAT Scan 9/1. I was told by the front desk I needed to pay the full amount up front. I did not have and then they proceeded to set me up for a payment plan. This information was wrong since my health insurance paid my cost and I am not responsible for any amount due. I called Simon med 3 times and they told me I was due for a refund and they should have never taken my money. Each time I called they said they would send my refund. I am now almost 2 months in still waiting for my refund and they are still taking my money.

  Business Response

  Date: 10/27/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. After further review of the patients account we do see the patient is due a refund in the amount of $100.00. We have refunded 2 payments of $50.00 to the credit card and ensured there is no recurring payment plan. We apologize for any inconveniences this may have caused.

   

  Thank you,

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

• Initial Complaint

  Date:10/22/2022

  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 went to SimonMed at ************ for my yearly diagnostic mammogram and an ultrasound of both b****** on 9/23/22. When I got there, I asked what the cash price was for the services vs. what I would owe if I ran it through insurance. They told me the cash price was $300 and my out of pocket if I used my insurance was over $100 more. Therefore, I elected the cash price and paid in full before my scans. I got a receipt, and the charge went through on my HSA Credit Card on 9/26. For the record, this is not the first time that I have paid the cash price for services there. Then on 10/8/22, I received a text from SimonMed saying that I had a bill available online (account number ********. When I clicked on the link it said that I owed more than $100 MORE because they ran it through my insurance. When I look at the bill, it appears that I paid the cash price AND MY INSURANCE PAID AS WELL. First I called the main billing department for SimonMed. I explained the situation, and they said that they would look into it. About 2 weeks later, I called the actual SimonMed that I went to, and they told me there was nothing that they could do because they already ran it through my insurance and I was responsible for the bill (even though it was 100% THEIR FAULT). I was then transferred to the main billing department, and I explained the situation again. Again, they said that they would look into it. I paid for the services I received in cash and I do not owe a ***** more. The fact that they still ran it through my insurance was their error. This is completely unacceptable and unethical business practices, and if the double billing is intentional, then it is fraud.

  Business Response

  Date: 11/08/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. Upon review of the account, we have made all corrections. The account has been adjusted and now reflects a zero balance. We apologize for any inconveniences this may have caused. 

   

  Thank you,

  ****************** 

  Customer Answer

  Date: 11/08/2022

  Thank you very much for your response. Since a couple weeks had passed since I contacted your billing department and filed a complaint with the BBB, I went ahead and paid the $105.02 outstanding balance (even though I wholeheartedly disagreed with the charge). I paid the cash price of $300 in full on my date of service. Then *** made the mistake of billing my insurance anyway, which caused me to owe the additional money. Based on your response to my complaint, I can assume that you researched the issue and agree that I did not owe the extra money. Therefore, I will close my complaint when the $105.02 is refunded. Thank you. 

  Business Response

  Date: 11/17/2022

  Hello,

   

  I have requested for the $105.02 to be refunded, I have expedited this request. Once it is processed it may take a couple of days for it to reflect back to the card used. 

  I apologize again for he inconvenience. 

   

  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:10/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a back and neck MRI October 2021. Cash price quoted $300 each. So, $600. I paid that and about 10 months later I received a bill for $691.36. I called multiple times and basically got the run around. They told me it is because my insurance wouldn't pay (which is why I paid cash). I explained it was cash pay, but they said once the insurance company is billed there is nothing they can do. I never told them to bill my insurance!! Then I got another bill for $27.93. I sent in a request for a description on the latest bill. What they sent didn't clarify anything. A month later a get a FINAL notice on the $27.93, which was actually only my second notice. Then I receive an invoice with an adjustment for the $691.36 bill and it is now $98.34. Not great, but better than $691.36. Two weeks later I get FINAL notice on the $691.36. Called and asked what I really owe and got attitude because it was FINAL notice. I typically get one MRI a year (3 in 2021). I always pay cash. The facility does a great job, but the billing will keep me from going back there. I have now paid the $27.93 and $98.34, because I was just so frustrated with the whole thing.

  Business Response

  Date: 10/24/2022

  Hello,

  
  Thank you for allowing us time to further investigate this matter. We have removed charges from agency and adjusted the balance. We cannot locate any additional payments. Please advise if patient paid agency directly? If so please provide us with proof of payment or receipts. 

  
  
  Thank you,
  
  ****************** 

• Initial Complaint

  Date:10/14/2022

  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.

  On 8-30-21 I went to the Simon Med Location at ******************************************************* for a CT scan. This appointment was booked over the phone with Simon Med and this location was chosen due to the close proximity to my home. During the phone call to book the appointment nor when arriving at the location for the procedure was I advised that this location and/or the actual provider were not in network with my insurance. I was charged for the portion for an in network process before having the procedure completed. I was not provided with any costs of the procedure for either my insurance or me personally other than the ***** they asked me to pay at the time of the service. Unknown to me (until August 2022), they did not have correct information for my mailing address or that they were not in network at the Laveen location. Had I know this, I would have chosen a different location that was in network for the procedure. In August 2022, I received a call from them advising that I owed them an additional ****** and at that time asked that they mail me a bill with a breakdown. I did not know that they were not in network until I contacted my own insurance company. I have made multiple attempts by phone to resolve this concern, asking that they waive the balance due based on their employees lack of disclosure about the out of network issue. Each time being advised that they are looking into it and call back in another 2 weeks. Many weeks have now passed and again I have made several attempts to contact their billing offices only to be hung up on or placed on terminal holds because they have no interest in resolving the issue. They continue to mention the balance has been sent to collections even though I make attempts to resolve.

  Business Response

  Date: 10/27/2022

  Hello,
  
  Thank you for allowing us time to further investigate this matter. Upon review the  balance has been removed from self pay unit status. We have adjusted the balance of $696.16. 
  We apologize for any inconveniences this may have caused.
  
  Thank you,
  ******************

• Initial Complaint

  Date:10/12/2022

  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.

  I had scheduled a mammogram and ultrasound on July 20th. They insisted I put a card on file in order to have my appointment. I was assured that I would be notified before being billed any remaining balance that *** be due after my insurance was billed. Instead, I have been continuously billed even after my account was paid in full, and double or quadruple billed each time. I called on September 16th and was told that they would open a dispute and refund the overage of $244.59 that was showing on my account. Instead, I have received no refund and was again charged twice on October 10th for $63.01. Called again and was again told they would escalate and issue a refund. My total owed to them was $81.53. Since July I have been charged:July 20th - $15.00 July 20th - $15.00 July 25th - $66.53 July 25th - $66.53 July 31st - $129.75 July 31st - $129.75 Sept. 12 - $81.53 Sept. 12 - $81.53 Sept. 12 - $81.53 Sept. 12 - $81.53 Oct. 10 - $63.01 Oct. 10 - $63.01 That is an overage of $793.17. And I have requested repeatedly for them to remove my credit card from my account and was told there is no way to do that. These are unauthorized charges, I have revoked my authorization several times. DO NOT PUT YOUR CARD ON FILE HERE!!!!!

  Business Response

  Date: 10/25/2022

  Hello,
  
  Thank you for allowing us time to further investigate this matter Upon review we do see that the patient was due a refund. We have refunded the patients credit card on 10.17.22 $81.53 + 11.18.  We also verified that the account is no longer set up on a auto payments. We apologize for any inconveniences this may have caused.

  
  
  Thank you, 

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

• Initial Complaint

  Date:10/11/2022

  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.

  Due to some medical issues over the past couple of months between me and my 2 kids, I unfortunately had to visit 3 different Simonmed offices about 8 times. The staff at the offices are usually nice, which is surprising considering the equipment they use. At the ***************** over the course of 5 visits, the front staff complain about the computers not working, the printer is broken or out of ink, the internet causing issues with their portal with insurance companies etc. The radiologist complained about the **Ray machine being outdated and broken. The problem got so bad that at my orthopedic doctor ******* they were thankful that I remembered to bring a hard copy of my images from Simonmed since there were issues with the Simonmed portal again.There are also a number of issues with scheduling. On 9/30 in the evening, I scheduled a CT to happen on 10/1. The person I spoke to said it was authorized by insurance and my balance would be *****. The next morning, I received a voicemail from another scheduling rep stating that there is no authorization and my balance would be 300. I called back, and complained to a manager about this confusion. The manager stated that the rep from the evening gave me a promotion price, but the imaging was not authorized by insurance. This manager told me his name was ******, and his phone extension was x2634. He explained to me that I can still go to office and get exam for my son for *****. When I got to the ******* they explained to me that they have no idea who ****** is, and that the cash price for a CT is 150. I tried calling ****** back at scheduling, but then I was told there is no manager called ******, and the extension I have is no good. I was then told to call Compliance at ********** and talked to *****. He said he is not the right person for what I was complaining about. He forwarded me to somebody named ******* I think, who just ended my call by hanging up on me.

  Business Response

  Date: 10/25/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We apologize for any miscommunication in regards to the billing portion of the complaint. However, for this exam as a cash pay patient it is $150.00. If authorization was approved for this exam then payment would have been $50.34. We have reviewed all phone calls between the patient and the scheduling staff. This has been addressed with all staff involved and have offered additional training in regards to this incident. If you would like to proceed with getting this exam done feel free to reach me at ************. Again we apologize for the less than satisfactory experience. 

   

  Thank you,

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