Business Profile

Medical Imaging

SMI Imaging LLC

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Pattern of Complaints

Complaints

This profile includes complaints for SMI Imaging LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

678 total complaints in the last 3 years.
135 complaints closed in the last 12 months.

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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:12/23/2024
Type:Delivery 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.
My OB/GYN doctor ordered Pelvic Ultrasound. It was an open order and I chose SimonMed Imaging. Prior to the procedure, I got CPT code for the doctor's order from *************** and I checked with my health Insurance for the estimated cost. It was $199.28 for CPT code ***** using SimonMed as a provider after ************ the visit on 5/24/2024, I was required to pay $393.23. I noticed it was more than the estimate I got from insurance, but I thought I'll get refund after they submit to Insurance. So I paid the amount. At the beginning of Jun, I received a bill in the amount of $187.14 from SimonMed. I checked my Insurance online and found that SimonMed submitted a claim for 3 different CPT codes (*****, *****, *****). On 6/12/2024, I called SimonMed on the phone number listed on the invoice and asked why they claimed for 3 CPT codes. Representative told me those 3 codes are bundled package. Since I did not agree with the answer, I called SimonMed again on 6/14/2024 and told them doctor's order was only 1 CPT code and asked them to review. Representative told me it would take ***** days and hold the bill at that moment.I did not hear from them and received another bill in middled of August with the same amount. On 8/28/2024, I called SimonMed and explain the same thing again. Representative told me they will escalate the complaint. Again, I was told it would take ***** days and hold the bill.I did not hear anything again and received another bill with the same amount on 12/21/2024.I do not agree with SimonMed provide the services not required on doctor's order and patient needs to pay more than they need as a result.
Initial Complaint
Date:12/20/2024
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 October 28, 2024 I had an *** of my brain performed at the SimonMed Imaging facility in *********, ***The receptionist demanded a co-pay of $210.92. I was surprised at the amount, knowing that I had met my insurance deductible for the year.I asked how much the test costs, and she said $498. I did some quick math and told her that I should only be paying around $150 (i.e. 30% of $500). She said that if I had overpaid, they would issue me a refund.After not receiving anything from them for nearly two months(!!!) I contacted ********** Blue Shield, and they confirmed that my contribution should have been only $149.47.I then contacted SimonMeds customer service, and spoke with a guy named ****** who had what sounded like a Filipino accent. He confirmed that I had been over-charged, and that no refund had been issued.I asked him, So, if I had forgotten to contact you, you were just going to keep my money? He said that this was the way their company operated: They always waited until the customer requested a refund.I have a family history of dementia, and am showing early signs myself which was the reason I was having the *** on my brain. It seems that SimonMed assumed there was a good chance Id simply forget, which is why they didnt issue a refund.Can they tell me why I shouldnt file a fraud complaint against them?I think they should refund my $61.45 and then award me an additional $100 for trying to defraud me.
Business Response
Date: 12/30/2024
Hello,

Thank you for allowing us time to further investigate this matter, we do see the patient is owed a refund and will issue that back to the patient.
Thank you,
******* *.
Initial Complaint
Date:12/18/2024
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 HAVE BEEN TRYING TO GET AN MRI SINCE NOVEMBER. SIMON MED KEEPS CANCELLNIG APPOINTMENTS FOR NO REAL REASONS, INCLUDING "GOING ON VACATION" I EXPRESSED MY SEVERE PAIN AND TIGHT SCHEDULE DUE TO NEW JOB AND NEW HIRE PROBATION. THEY ARE RUDE, THEY KEEP HANGING UP ON ME, TALKING OVER ME, AND WHEN THEY FINALLY SCHEDULED THE APPOINTMENTS ITS TIMES AND DAYS I CANNOT ATTEND. MY INSURANCE APPROVAL EXPIRES 1/2/25 AND THEY ARE NOW TRYING TO SCHEUDLE ME WAY PAST JULY,THIS HAS TURNED INTO AN ABSOLUTE NIGHTMARE. MEANWHILE I CAN BARELY WALK MOST DAYS.
Business Response
Date: 12/19/2024
Hello,

Thank you for bringing this to our attention. We apologize for the less than satisfactory experience. We do see that you are on the schedule now for 12/26/2024. There is a note in the chart that states do not reschedule. If you do receive a call to rescheduled your appointment, please call me to our compliance department ************ Ref # 53839 so I may further assist.

Thank you,
******* *.
Initial Complaint
Date:12/17/2024
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 repeatedly lied about talking to my insurance Anthem, and has 9 times deliberately misled Anthem and myself over 5 months, when we tried to obtain a refund for Simonmed's breach of provider contract. As of last week, they continue to lie and do not have an understanding of the case we've repeatedly documented with them.On April 2024 I received a Simonmed ***. I had to pay $1250 out of pocket since they said my insurance (******************) denied my coverage claim.After the *** was done, I asked Anthem why coverage was denied. Anthem said that Simonmed never contacted them with any claim; if they had, the claim would have been Approved.For 5 months, I've been working with IncludedHealth representatives of Anthem. The 9 Simonmed **** that IncludedHealth and I spoke, all promised case escalation, and that i'll receive resolution / refund in a few weeks. None ever respond; when we check back there is no evidence of any documentation of our call or actually escalating, until last week. Anthem and I have full documentation of all calls, including names.Even last week they had a fundamental lapse in understanding, and did not accept that they lied about contacting my insurance so that they would get paid in cash. They instead claim that I paid the remainder balance after insurance already paid, which is patently false and shows complete disregard for any information we've been desperately trying to convey for 5 months.The last contact was with a manager, who promised (yet again) a resolution in a few weeks. At this point their promises are hollow.I require a full $1250 refund before the end of the year. If the refund is given after EOY, I require an additional 33% on top of that ($1660) , since I charged the 1250 to my FSA card. So if I do not get a refund by EOY, I loose the 33% i could otherwise charge to the card for other eligible FSA expenses. I have mentioned this to Simonmed, and they still have not taken action to get me a refund by EOY.
Business Response
Date: 12/30/2024
Hello,

Thank you for allowing us time to further investigate. We are still working on processing your refund. I have requested this to be expedited.
Thank you,
******* *.
Customer Answer
Date: 12/30/2024
This is an unacceptable delay -- at the beginning of December you've already asked me (for the 9th time) for a few additional weeks of delay before getting the refund. This time has now elapsed, and I do not accept the proposal to give more time.
In addition, each time I was told it'd be expedited -- and that never occurred.
Please immediately refund my payment, which you requested from me under breach of contract conditions and false pretenses. After I'm given my refund, you can take however long you want for you yourselves to be reimbursed, but your incredibly slow (and misleading) process is not my responsibility and I should not be penalized for it.
At this point, the refund needs to be the $1662 due to the *** penalty I mentioned in my complaint.
I've been delayed and misled for 6 months with repeated falsehoods and promises of "just a few more weeks, we will expedite it", and Simonmed is completely unprofessional in this matter, and any further delay is unacceptable.
Business Response
Date: 01/01/2025
Hello,

Our billing department attempted to reach you on 12/31/2024 to confirm the credit card info. Please call back the number left in the voicemail.

Thank you,
******* *.
Initial Complaint
Date:12/16/2024
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.
Unjust Charges and Poor Treatment at SimonMed Imaging - *****, ** On November 15th, 2024, I visited the SimonMed Imaging office in *****, **, for follow-up imaging after a previous mammogram. Upon check-in, I confirmed with my insurance that my fee would be $150, which I paid at the front desk.While waiting in the back, disrobed and wearing a robe, a staff memberwho was not the person who originally checked me inapproached me. This individual, a young woman with red dreadlocks, informed me that the procedure had been changed and that I would need to pay an additional amount immediately. I explained that I did not have the extra funds on hand, but she insisted and mentioned I could be placed on a payment plan. I was forced to retrieve my card from the locker where my belongings were stored, and she charged the additional amount without providing a breakdown or clarity on how the payment plan would work. At no point did I sign or authorize any terms for a payment plan.This distressing interaction caused me severe emotional distress, leading to a panic attack. The ultrasound technician had to provide me with water to help me calm ******* make matters worse, my card was charged again without my consent or prior notification. No email or documentation was provided regarding this payment. After contacting my insurance provider, I was informed that I should not have been charged anything beyond the initial $150.The unprofessional behavior and lack of compassion displayed by your staff were appalling. This experience not only reflects poor customer service but also potential unethical billing practices. I request an immediate investigation into this matter and a refund for the unauthorized charges. Furthermore, I urge SimonMed Imaging to implement proper training for staff to ensure patients are treated with respect and clarity regarding procedures and payments.
Business Response
Date: 12/23/2024
Hello,

Thank you for allowing us time to further investigate this matter. We are currently addressing these concerns with the site and will handle accordingly. We have reached out to our billing department to confirm charges, if there is a refund due we will be reaching out to you.
Thank you,
******* *.
Business Response
Date: 01/02/2025
Hello,

We do see that in reference to this BBB complaint the patient was only responsible for paying a total of $150.00. We have requested for the remaining to be refunded to the patient.
We apologize for the less than satisfactory experience.
Initial Complaint
Date:12/12/2024
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 had **** performed at SimonMed in ************ on 7/1/2024. Prior to scheduling, I specifically contacted the facility to verify insurance coverage for the procedures. I received confirmation that my insurance would cover the ***** On the morning of the appointment, I double-checked with the facility again and received renewed assurance that the procedures were covered by my insurance.Several months later, I received an unexpected bill for $3,120. This came as a complete shock given the multiple confirmations of coverage I had received. Upon attempting to resolve this issue, I discovered that:The facility's on-site staff who provided the initial coverage confirmations are not accessible for billing disputes. All billing matters are handled by what appears to be an outsourced, overseas billing department who have not been helpful. My attempts to discuss the pre-procedure coverage confirmations have been dismissed. The billing department has been unresponsive to my legitimate concerns about the discrepancy between their initial coverage confirmations and the subsequent bill.I believe this constitutes a deceptive business practice, as I made a good faith effort to verify coverage multiple times and made my decision to proceed with the **** based on their explicit confirmations of coverage. The facility's current stance contradicts their earlier assurances, and they have failed to provide any meaningful way to resolve this dispute.
Business Response
Date: 12/19/2024
Hello,

Thank you for bringing this to our attention. We are currently auditing your account and will have an update soon. We will have a member from our billing department make direct contact with you to the phone number we have on file.
Thank you,
******* *.
Initial Complaint
Date:12/10/2024
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.
This facility canceled my apt in November for an ultra sound and mamogram because (a) it was too early according to my insurance...why didn't they look that up upon making apt? (B) recommended I have an mri which was not not originally scheduled. About 5 minutes before the rescheduled apt, I was notified that the facility could not do the mri imaging orderd because they started renovations unexpectedly. They would not get me in for the original ultra sound in place of the mri either. I needed to get these tests done before YE as I do not have the money to pay out of pocket in the following year. I just had a baby in 2024 so my max out of pocket has been met before this apt. I cannot keep rearranging my schedule either for a facility that cannot honor their own appointments. Unfortunatly I can only go to this facility because it is the only one that accepts my insurance, therefore I am stuck with an unreliable place of care. How can they do this to people? And not only once, but twice, they have turned me away for reasons of their own errors. They didn't even try to accomidate me for anything! I have a long history of breast cancer in my family so it is imperative that I get these tests done every year. Now I will have to go a year without the ultra sound and mri because of their scheduling issues. I would appreciate it if someone high up in this facility would call me with a resolution that will not require me having to pay out of pocket in 2025 and 100% guarantee the next apt will not be canceled. Because it is so close to YE, I cannot come back to this facility until 2025.
Business Response
Date: 12/30/2024
Hello,

Thank you for bringing this to our attention. We have conducted a full investigation and have handled this internally with the staff involved. We have placed an alert in your chart to ensure that the site does not reschedule your exam again.
We hope that your next experience with us is meets all your expectations.

Thank you,
******* *.
Customer Answer
Date: 12/30/2024
The response from SimonMed stated the situation was handled internally and my account had been noted to not have any further cancelations of my appointments however on 12/27/24 another one of my appointments was canceled. I received a phone call on 12/24/24 to confirm this appointment, in which I did confirm. When I arrived to the appointment on the 27th they could not find my appointment. After researching for 20 minutes, they said someone called me on 12/26/24 to cancel it. I never received this phone call nor the opportunity to reschedule at a different facility. The staff were able to get me into a later appointment at another facility however this was not an easy feat. I have children at home that I was not expecting to be away from for that long, including an infant I am currently nursing. Not to mention this is the 4th time this business has canceled my appointment in one calendar year. The appointment is for diagnostic screening so the importance if getting this completed is pretty high. Delays to receiving the imaging can have significant outcomes to my health. I cant believe a place of business for medical imaging has such a lack of competence. I am disgusted that this is how they practice business and how it is allowed to continue. I would go somewhere else if my Insurance would cover it but unfortunately I have no other options. I hope this complaint will allow other individuals with more options choose a more competent place of business for their imaging needs.
Business Response
Date: 01/12/2025
Hello,
We are actively working on addressing this internally and sincerely regret that your experience did not meet your expectations. I understand how frustrating that can be, we truly value your feedback and are committed to making improvements.
Thank you,
******* *.
Customer Answer
Date: 01/13/2025

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:12/07/2024
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 did an MRI on Oct 18, 2024, and was asked to pay $****** out of $2303 dollars. Later on, I discovered through my insurance company, ****** website, that they only claimed $1250, with $0 patient responsibility. So not only did they falsely claim a total amount to me, but they should return the ****** that I paid. I called their customer service, and they claimed to have refunded me and sent a refund invoice through email, but I have not received either, so Im escalating to the BBB.
Business Response
Date: 12/15/2024
Hello,

Thank you for allowing us time to further investigate this matter. Upon review we do see that the refund that is owed has been released back to the patients card that was used at time of service. We made an attempt to reach the patient, but we were not successful. A voicemail was left and a refund receipt has been emailed to the patient. We apologize for the less than satisfactory experience.
Thank you,
******* *.
Initial Complaint
Date:11/30/2024
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.
They refused to make me an appointment. I called for 2 weeks 8 hrs a day. ****** sent me to ****** Med and they refused 2000 times.
Business Response
Date: 12/09/2024
Hello,

Thank you for allowing us time to further investigate this matter. Upon review of the recorded calls we do apologize for any inconveniences caused. We do see that after speaking with a supervisor to address concerns and get scheduled, all was resolved per the call. Again, we apologize for the less than satisfactory experience.
Thank you,
******* *.
Customer Answer
Date: 12/09/2024
I had to start a complaint on my computer In order for your schedulers to make me an appointment. Also I had to do a three way phone call with *********************** to get an appointment. It took 3 months to make a simple appointment of 8 hours a day. I will be suing for punative damages and the stress you put me through. I do not accept your apology. This was uncalled for. Narsatistic, word salads, gaslighting. Enough is enough.
Business Response
Date: 12/10/2024
Hello,

We understand the impact it had on you, and I deeply regret that it caused any inconvenience or frustration. Weve taken the time to carefully address the concerns you raised and have worked to make the necessary improvements. Please know that we are committed to ensuring this doesnt happen again in the future. We appreciate your feedback which helped us to make positive changes.
Thank you,
******* *.
Initial Complaint
Date:11/23/2024
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.
On 2/8/2024 I went to SimonMed located at 2121 S Orange Ave Orlando, Fl to have mammogram and ultrasound. I paid $270.41 same day with my Care Credit Card. Later on February I received a bill from SimonMed of $315.30. The bill hasn’t show the payment that I made on the date of service. On 2/29/2024 I called SimonMed billing department 888-987-2091 and I explained to the agent Bella that I paid $270.41 on the date of service and I received the bill for $315.30. Bella checked my account and the payment wasn’t there so she told me she will be putting my account balance on hold for investigation and I will be receiving a call back by 3/30/24. She said the balance due is $44.89. That’s the difference between billing amount $315.30 and what I paid $270.41.
The call back never came, and today 11/23/24 I received the bill again in the same amount $315.30.
This is the second year in a row that happened the same. Last year 2023 same thing happened. I paid at the moment of service and then I received a bill for the full amount. Back in 2023 I had to call several times to billing department to resolve the issue.
Business Response
Date: 12/09/2024
Hello,

Upon reviewing the patient account detailed below, it has come to our attention that services rendered on the specified date were billed to BCBS, and the claim is presently being allocated to the coinsurance and deductible. The patient's financial obligation for these services totals $315.30. The patient account indicates an outstanding balance of $315.30 that is still owed by the patient. For additional information, please refer to the snippet provided below. Thank you.

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This business has 1 alert

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SMI Imaging LLC is NOT a BBB Accredited Business.