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 has 147 locations, listed below.

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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:02/11/2025

  Type:Sales and Advertising 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 a a chest scan on November 4th. I was planning on paying with a check but then my family member insisted on paying with her card. I had already handed the staffer my check. The staffer was interrupted by another staff member after I told her I now wanted to pay with the credit card and had already handed her the card. In the confusion, the staffer did not hand me the check for $150 back. The check was posted to my checking account on November 8th. And the credit card was charged on November 7th. On November 30th, I emailed ******************************** requesting reimbursement of $150 (I paid a total of $300). I have not received the reimbursement and have provided the same information that you have (attached) to them on two occasions. Front and back of the cashed check and proof of the credit card payment. I would like BBB to process a complaint and help me get the refund I am still owed. It is now February 12th. Thank you in advance. *****

  Business Response

  Date: 03/07/2025

  
  Thank you for allowing us time to further investigate this matter. We have made direct contact with the patient to find a resolution. We were not successful with locating this check to a SimonMed account. We have advised the patient to dispute this transaction with their financial institution. 
  We apologize for any inconveniences this may have caused. 
  
  

  Customer Answer

  Date: 03/11/2025

  
  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,
  
  ***** *****-fish
  
   
  

• Initial Complaint

  Date:02/09/2025

  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 used Simon Med back in 2021 and paid. My bill in full every year they send me the bill to pay again. I have called to clear this issue up. They tell me it wont happen again! Only to send me the same bill again. How many customers are being over charged in the same manner!

  Business Response

  Date: 04/30/2025

  Hello,
  

  
  

  We have adjusted and made contact with the patient. 

• Initial Complaint

  Date:02/05/2025

  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.

  I made an appointment in December 2024, for January 21st, 2025. The appointment was for Calcium scoring via a CT scan. I was told that this test is not covered by insurance and therefore the charge would be $99 out of pocket. I appeared for the appointment, completed the appointment, and was told the charge was $99, which I paid that day. Now, on February 3, 2025, I have received a bill for an additional $26 from SimonMed billing office in *******. I called the office several times and finally talked to someone today. They say "we raised the price this year." I explained that I talked to the people in their office here in *********, who obviously told me that the charge was $99 (as evidenced by the billed price the day of the procedure). The billing office in ******* doesn't care and is saying that I need to pay an additional $26, which at this point appears to be illegal overcharging by changing the price once the procedure had been completed.

  Business Response

  Date: 02/13/2025

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We have escalated this issue to the correct department to review this billing adjustment. I will follow up with a resolution. 

  Thank you,

  ******* *. 

  Customer Answer

  Date: 02/13/2025

  I appreciate this being directed toward the billing department for review, however, I cannot accept the business response until I receive my refund.  Thank you.

  Business Response

  Date: 02/25/2025

  Hello,

   

  The patient now has a zero balance. 

  Thank you,

  ******* *. 

  Customer Answer

  Date: 02/27/2025

  
  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:01/30/2025

  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 scheduled my yearly mammogram with Simon med back on January 8. Knowing my past medical history and prior mammogram have shown I have dense breast tissue. I made sure to schedule both for today January 30. Simon med records will confirm my last mammogram was on January 18 2024 so it has been over one year since my last mammogram. Simon med records will also confirm that the last few times I have been in for a mammogram I also had an ultrasound. After driving to Simon med and having to take time off work today to get this very important cancer screening I was told that I NEVER scheduled the ultrasound. I assured them I scheduled both within 15 minutes of each other one at 1015 and the other at 1030. I was told that I did not do that and neither exam would be happening today. When I called Simon med today I was told my mammogram was in fact cancelled. I assure you I would not have taken two hours off work to drive all the way to ****** if I would have known my mammogram appointment was canceled. As I had already missed the time off work and Simon med did send me a text this morning confirming my appointment you can imagine the frustration and anger I felt knowing it has been over a year since my last mammogram and how important early cancer detection is. Simon med refused to make me an appointment today. Simon med wanted me to believe that I only made the appointment for the mammogram and not the ultrasound. It makes no sense to me why I would do that knowing my past medical history and knowing I would need an ultrasound along with the mammogram. I really hope I do not have breast cancer. If I do I have no way of knowing since Simon med does not understand the importance of yearly breast cancer screening and let me walk out of their office without scheduling me an appointment today. I was not asking for special treatment or to go in front of anyone else. I was simply asking Simon med to give me the screening I signed up for today

  Business Response

  Date: 02/25/2025

  In reference to this complaint we have thoroughly reviewed the reason for this exam needing to be rescheduled to a diagnostic exam. Per breast exam guidelines and the recommendation from the previous exam indicates we can not proceed with the screening mammogram. 
  

  If the patient would like to reschedule a new order would need to be sent in from the referring office, we apologize for the inconveniences this may have caused. 
  

  
  

  Customer Answer

  Date: 02/26/2025

  This is completely unacceptable. I requested the SAME EXACT procedures I had at your facility in 2024. If the order was not correct then why was my appointment allowed to be scheduled not to mention all the calls and texts I get from your facility advising I need to schedule my appointment. It's clear that your company's waste of my time and my effort to drive to your facility is of no concern to you as you are placing the blame back on me not to mention it took almost a month to respond to my complaint. Also when I went to your facility on the 30th I was told that I had only scheduled the ultrasound and not the mammogram which completely contradicts your statement. So just tell me which lie it is that you are going with 1. I scheduled the wrong screening or 2. I only scheduled the ultrasound and not the mammogram. Whichever lie it is still doesn't explain why the appointment was scheduled and why I had to take two hours out of my work day to get absolutely nothing done. My question is how is your company going to make this right with me without putting the blame on me. Or is that even possible?

  Business Response

  Date: 03/17/2025

  Hello,
  

  
  

  We have requested for the site manager to reach out to the patient directly to assist with these concerns and to reschedule as we now have the Diagnostic order on file. 
  

  We sincerely apologize for this inconvenience caused to you. 
  

  
  

  Customer Answer

  Date: 03/18/2025

  I just need to know what the actual difference will be. I set an appointment for BOTH on January 30. The mammogram AND ultrasound. You had BOTH orders at that time. There has not been any new information that your office has received between the day I set the appointment on January 30th to now. To say you NOW have my order is a HUGE lie as I have texts saying you received the order back in December when my doctor ordered it. What is most alarming is that I was able to BOTH at your facility last year and now this year it's a problem. I had already asked after I was REFUSED my imaging on January 30th to speak to a manager. Why does it take almost two months for someone to reach out to me. Or does your facility consider breast cancer screening a low to no priority???

• Initial Complaint

  Date:01/22/2025

  Type:Customer Service 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.

  They have been harassing me with 6 texts and 7 calls in the last two weeks. I called them to stop it only to have another call 10 minutes later. I asked for a supervisor and told they were connecting now and have only been put on hold for over 15 minutes

  Business Response

  Date: 01/23/2025

  Hello,

   

  Thank you for bringing this to our attention, we have made sure to stop the texts and calls. This was reviewed and completed by a supervisor. We apologize for the less than satisfactory experience. 

  Thank you,

  ******* *. 

• Initial Complaint

  Date:01/17/2025

  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.

  Surprise location- I had an extremely unprofessional experience with this office and I believe this location is Dishonest. After being rescheduled an hour before my appointment multiple times. Each time Im told the tech has called out, which is absolutely ridiculous after multiple times in such a small timeframe. If the tech called out for the day, why am I being told an hour before my appointment. Ive had to reschedule with my ** that ordered the scan multiple times, rearrange work schedule and childcare, this is extremely frustrating. It is impossible to get ahold of a person in office or the manager. I dont believe this location is being honest, and Im really getting the impression this tech likes to take a lot of half days. The girl I spoke to on the phone did not give me her name, had an attitude, had no regard or consideration for the inconvenience, no explanation of why this tech is never available, and pushed me off to another location. Not sure whose more unprofessional, the tech who keeps calling out, or the scheduler that has 0 regard for other peoples time or health concerns. Calling the main line is pointless. They hand out numbers for the manager either out of service or right back to the call center. I made it very clear and specific I requested the name of the scheduler I spoke to and the managers number. She just kept repeating 1.) my rescheduled appointment day and time. 2.) repeating the name of another location I have never been too. Pointless. Unprofessional. Dishonest. Wouldnt have left a review to the BBB if someone professional from this company actually cared.

  Business Response

  Date: 02/03/2025

  Hello,
  

  
  

  Thank you for bringing this to our attention. We have addressed this directly with the site and staff involved. If you would still like to complete your exam you can contact us at ************. We apologize for the less than satisfactory experience. 

• Initial Complaint

  Date:01/16/2025

  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.

  3/7/2024, I was given the estimate of $1200 when I arrived at the facility for my appointment their credit card machine was down. I paid $500 cash as that was all I had on me. When I received my *** I realized that the insurance company had paid all but $17. I have reached out to this company multiple times for the 6 months and still no refund. I have been told that the cash payment I gave was not applied to my account and they were waiting for the location to confirm the payment. It has been 2 months since I have gotten any sort of update and I have asked for an update 3 separate times. I went in and spoke to the office manager, she stated that she had not got any correspondence from the accounts receivables regarding my account and asked that I give her a few days to look into and she would call me back by Jan 6th 2025. I have still heard nothing and attempts to reach anyone fail.

  Business Response

  Date: 02/03/2025

  
  In reference to this case, we have requested for our billing team to reach out directly for resolution. We have initiated the adjustment and we are currently waiting on billing to advise on a refund status. 
  

• Initial Complaint

  Date:01/15/2025

  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.

  SimonMed imaging billing has made multiple mistakes on billing from two MRA procedures on 2/1/2024 and is now billing me again for services that were already paid for 9 months ago. Initial claim for services was paid by ************************** on 3/11/2024, and patient had also paid $800 at time of procedure as the "deposit". Fast forward to December of 2024 and I get a notification that they have sent another claim to ****************, and when I call to see what it is (can't see on UHC system) I am told they "forgot" to bill $150 for the dye used during the procedure and so they resubmitted the whole claim again to UnitedHealthcare. When I talk to UHC they tell me that SimonMed hasn't submitted correctly, used the wrong codes, and that they can see they already paid the bulk of the bill. They had them resubmit with correct codes in order for them to collect the $150 still owed. *** processed claim on December 28, 2024 and closed. Then today, Jan 15th I receive a text saying I have a new bill from SimonMed, when I open I see a series of re-charges for the same bill already paid, and reversals, and then a final amount due of $4,213.90 for the same procedure. The amount already paid. Called SimonMed and get some very confused billing customer service that has no idea what is going on, and they say they will "escalate" and for me not to pay. This is the most unprofessional medical company I have ever encountered and I am filing this complaint as I do not trust that they will resolve a bill that should even exist without me constantly hounding them. *** said they will also try to call their back office as they show I should not owe anything. Side note, they also had my mailing address wrong on bill, did not send an email, but I got a text notification of a new bill. Had I not received the text, I would have never know this erroneous bill even existed. This is absolutely terrible billing and customer service for a health care company billing thousands of dollars.

  Business Response

  Date: 02/12/2025

  Hello,
  
  In reference to this complaint, An internal processing error resulted in erroneous balance to patient. Balances will be adjusted accordingly for items already paid and any outstanding procedures will be processed accordingly.
  
  Patient can expect an updated statement in the mail. 
  

  
  

  Customer Answer

  Date: 02/18/2025

  As of 2/18, I can see that the back office/billing sent a fourth claim and was again rejected by ***************** as being incorrectly coded. This is after being escalated 3 times. I have no idea what is wrong with the back office and billing departments of SimonMed, but it is beyond comical how long this has been going on for a claim that was already paid 11 months ago. There have now been 3 incorrect "adjustments" since December of 2024.

  Business Response

  Date: 02/25/2025

  We apologize for the lapse in response. We have reviewed this concern and have made the proper adjustments. A statement was requested to be mailed to the patients address. 

• Initial Complaint

  Date:01/03/2025

  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.

  My mother ****** ****** a 3:30pm appointment on 1/3/2024. The tech from Simon Med asked if I could come at 3pm instead I said fine. I ended up not being able to get there due a bad accident causing traffic delays. I contacted customer support who rescheduled it to ****** the same day. We got to the location ****************** Sol where the front desk staff laughed in my face. It was very unprofessional and rude of your staff. I wouldnt recommend this establishment to anyone. This establishment doesnt seem to care about others time, gas and money being wasted.

  Business Response

  Date: 01/12/2025

  Hello, 

   

  We apologize for the less than satisfactory experience. We have requested for the site manager to reach out to you directly to go over your concerns. 

   

  Thank you, 

  ******* *. 

• Initial Complaint

  Date:01/02/2025

  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 was referred to Simon Med Imaging by my doctor for an ultrasound to make sure a lump was benign. I checked with Simon Med multiple times to ensure that this was covered by my insurance, because I knew I couldn't afford it without coverage. I was told by the Simon Med employee responsible for verifying my insurance eligibility that I was covered. However, Simon Med failed to inform me that the doctor *** read the ultrasound was out of network. This led to me getting a surprise medical bill for over $2,000 almost six months after my appointment. Simon Med refuses to correct their error and expects me to pay this bill in full, which I have refused to do. Simon Meds actions are illegal under the federal No Surprise Billing Act, as well as Arizona Revised Statutes ************. In order for Simon Med to assign me an out of network physician, they were required to have me sign paperwork stating I, the consumer, understand that the doctor is out of network. Not only was this not done, but I was told explicitly over-and over again that I was covered. During the appointment I was with an ultrasound technician, not the doctor, then weeks later my results were read over the phone via a secretary. I never once met, spoke with, or heard the doctor's name that is on my bill. The facts of this case clearly show that Simon Med is engaging in illegal business practices, which is why I do not intend to pay this medical bill. I have told Simon Med that I will pay the bill if they bill it properly through my insurance, however, they never called me back and have continued to send me bills. Simon Med clearly thinks they can get away with defrauding the public for possibly life-saving healthcare just so they can make a few extra dollars at the expense of the consumer. Simon Med's actions have been both unethical and illegal, which is the reason I am making a report to your offices today.

  Business Response

  Date: 01/19/2025

  Hello,

  We have made direct contact with the patient, he agreed to a self pay rate and asked for a statement in the mail to pay it. This has been resolved on our end.