Business Profile

Medical Imaging

SMI Imaging LLC

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This business has 1 alert

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

675 total complaints in the last 3 years.
176 complaints closed in the last 12 months.

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Submit a Complaint

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:09/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May 23, 2023 SimonMed Imaging insisted I pay $625 for a knee MRI, despite having all of my insurance information. Insurance claim processed ***************** - I contacted SimonMed regarding refund for difference owed after receiving my EOB from insurance. I was told they processed my transaction on 6-20-23 and would be refunding me in ***** days back to my credit card.7-19 - checked back, still in process...Again in August. 9-5-23 - refund of ***** should be sent to credit card possibly by the 18th of September. As of today, no refund.
Business Response
Date: 09/25/2023
Hello,

Thank you for reaching out. We take all concerns very seriously and review them individually. This concern is currently under review and any details of the resolution can be communicated to the patient directly by calling ************ using reference #*****.

Thank you,

*****************
Initial Complaint
Date:09/14/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
01.26.2023 I was asked to pay $500 co-pay even there should be zero co-pay according to my policy. I was assured that they will check after and I get a refund. Now I have been trying to get my $500 refund since February. Today is September! 8 Months!I have been following up on SimonMeds many times. Every time they ask me to wait 30 days. I've called and sent emails to ******** and ********************** multiple times: 02/24; 03/20; 04/19; 05/09; 05/31; 09/06 and 09/08 and still was not able to receive an update. It looks like they hope that I give up, so they can keep my money.
Business Response
Date: 09/26/2023
Hello,

Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into, and the resolution of this issue has been communicated directly with the patient. Any other details of the resolution can be communicated to the patient directly by calling ************ using reference #*****.

Thank you,

**************
Customer Answer
Date: 09/29/2023
9/29/23
RE: Complaint ID # ********
Dear ********************************:
Thank you so much for your support and response.
We had received a call **************** saying that SimonMeds resubmitted the request to our health insurance, which is the same message that SimonMeds had given us several times before.
We have not received any email messages from SimonMeds after contacting BBB.
We repeatedly called SimonMeds compliance Department and talked to ****** asking her to send us the status of the case via email; we have not received it.
We dont feel that there is any progress or attempts to solve our issue.

Thank you again,
************************
Customer Answer
Date: 10/15/2023
No, the refund has not been issued. As always the business reached out to me and again and again they promised to pay later (maybe on Friday). No, the refund has not been issued.
Thanks,
************************

Business Response
Date: 11/03/2023
Hello,
We had this information verified and records show that the check was delivered and was cashed on October 27th. This matter has been completed.
Thank you,
****************
Customer Answer
Date: 11/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Please consider this complaint resolved.

Regards,

************************
Initial Complaint
Date:09/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
2/1/23 - service provided and paid amount at office of service, but when EOB arrived it was determined that I was overcharged $177.52.3/14/23 - called SimonMed and was told "back end team" would review and would send response in 30 days. Response never received.5/16/23 - Representative confirmed refund of $177.52 was due. To date (9/13/23) I have still not received a refund in spite of follow-up calls placed on 6/12/23, 7/17/23, 7/25/23, 7/31/23, 8/23/23 and 9/13/23. Responses to my calls included things such as "wait ***** business days", "you aren't due the refund", "I see you're due the refund but back end team has not processed it and I will push it to priority status". When I asked to speak to a supervisor on 7/17/23 the representative said the supervisor was busy but he/she would call me back in 3-4 business days. No call was received. This has been an extremely frustrating process where I feel I not only am due my refund, but the time value of money on it and compensation of my time on follow-**** It is to the point that if my physician refers me to a SimonMed office I will ask for a referral to a different provider.
Business Response
Date: 09/15/2023
Hello,

Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into, and the resolution of this issue has been completed. A message was left for the patient with a reference number. Any other details of the resolution can be communicated to the patient directly by calling ************ using reference #*****.

Thank you,

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

Customer Answer
Date: 09/16/2023
I appreciate that the refund was finally received, however after over 6 months from the date of the first communication (3/14/23 inquiry to 9/15/23 refund) and nine attempted follow-**** I don't find the response completely acceptable.
It seems as if I should be paid not only the amount of the initial over-billing, but also the time value of money on the charge and some consideration of my time. Had I not contacted the BBB after months of frustration, who knows how long it would have been until I received the refund? The delay tactics experienced while following-up on my refund was exasperating and certainly not an acceptable business practice.
Business Response
Date: 09/29/2023
Hello,

Thank you for reaching out & bringing this to our attention. We apologize for any inconvenience this may have caused you, at this time the adjustment is complete. The balance on the account is zero and no additional payment is due.
Thank you,

****************
Initial Complaint
Date:09/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Was forced to pay $280.97 when doctor sent me for MRI on 6/26/2023. I was told, "it must be deductible." I told them all I should have to pay was copay but they wouldn't provide service unless I paid. When I saw the claim had been processed by my insurance they were paid $302.84 and, as I suspected, all I owed was $40 copay. I called SimonMed on 7/7/23 and was told they had not receive payment or EOB yet and I should call back after that is received. I received the attached bill dated 7/10/2023, which clearly had an entry "error," showing that I owed them an additional $19.03 because they entered patient payment as $20.97, rather than $280.97, missing the "8." I called on 7/20/2023 and was told that it would take ***** days for the back office to investigate. I asked to speak to supervisor, was told none available and they would call me within 48 hours. No one called. I called again 9/11/2023 and was told the account is still on hold pending investigation. Again, no supervisor available and was told someone will get back to me. A few years ago I had a similar issue with this company and eventually did receive a reimbursement after many calls. Clearly this company is running a racket!!! I see many others have complained about similar practices. I would like a refund due to me of $240.97 and this company to be investigated for ripping off often ill people who don't have the fortitude to fight them.
Business Response
Date: 10/02/2023
I did speak with the patient, and she is aware that we are waiting for processing to finish up so we can proceed with next steps. This is still currently being worked.
Initial Complaint
Date:09/11/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had multiple appointments which resulted in transactions done. April 26, 2023 I paid $425.90 by card, May 25, 2023 I paid $1,350.42 by card, and June 26, 2023 I paid $250.62 by cash. I have a over payment of $768.80 and was told in June I would receive a refund and I sent a email. I called again July 13, 2023 and was told I would receive the refund and that it would be escalated. I called a few more times since then only to find out today, Sept. 11th no escalation shows for anyone and my refund still has not been received. I asked for some other means to contact someone to try and resolve this, and was told no supervisor available, but a email address given which is what I used the first time. It has been a ridiculously amount of time waiting for my refund and I would like this issue resolved. I paid when services were rendered, but can't seem to get what is due to me back. I need help on getting my money due back to me processed.
Business Response
Date: 09/13/2023
Hello,

Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into, and the resolution of this issue has been communicated directly with the patient. Any other details of the resolution can be communicated to the patient directly by calling ************ using reference # *****.

Thank you,

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

Customer Answer
Date: 09/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*********************
Initial Complaint
Date:09/10/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/26/23, I went into SimonMed for 2 Ultrasounds/procedures. At the front desk, the receptionist insisted that I pay $494.90 claiming that was the deductible I was responsible for.I received 2 ***s for the procedures that SMI claimed to my insurance company.1st *** was dated 5/5/2023, Claim Number: ***********. SMI billed $631 and my deductible was $117.17 2nd *** was dated 6/15/2023, Claim Number: ***********, SMI billed $1,239 and my deductible was $171.73.After deducting the 2 deductibles ($117.17 + $171.73) from my pre-payment ($494.90), SMI should have sent me a REFUND of $206 for overcharging me.Instead of sending me my refund, SMI has now sent me a statement TWICE with a balance payable of $171.73.After receiving the 1st Statement dated 6/18/23, I called SMI on 6/19/23 and spoke with **** who claimed that they didnt have the *** but she would send a notice to their BACK OFFICE to inquire on missing *** and said that within 30 to 45 days, SMI should send my refund. Today, I received another statement dated 9/8/23 with the same balance due of $171.73.Additionally, I went in for 2 Ultrasounds/Procedures. The ***s indicate that SMI billed my insurance company for 3 procedures.
Business Response
Date: 09/13/2023
Hello,

Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into, and the resolution of this issue has been communicated directly with the patient. Any other details of the resolution can be communicated to the patient directly by calling ************ using reference #*****.

Thank you,

****************
Customer Answer
Date: 09/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
Finally, only after the BBB intervened, SMI responded and said they would refund the amounts they owed for overcharging. 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:09/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 09/30/2022, I had an MRI of the right lower extremity performed at the *************** location of Simon Medical Imaging located at ************************************************************************************. I was required to pay $438.12 up front before services were rendered toward my deductible which I paid through my HSA **** account ending in **** and a receipt was issued to me with account #***********. Receipt from facility is attached. My insurance was United Healthcare ID# ***********, Group# AZONEX and they were billed $1193.00 claim was processed on 10/26/2022 where the allowed amount was $308.14, a contractual adjustment of $884.86 to be taken by the facility, a payment of $208.14 issued to Simon Medical imaging with my responsibility to be $100.00 copay. I paid $438.12 up front minus my actual responsibility being $100.00 which makes a $338.12 refund due back onto my HSA account per Federal Law. I have called Simon Medical Imaging on several occasions requesting this refund but have been met with resistance, denial that my account exists, constant transfers from one department to another and refusal to speak to a supervisor. I finally got UHC involved and called them on 09/08/2023 Friday and spoke to *** who actually called UHC herself and was given the same run-around...we spent 2 hours on the phone with UHC as a conference call with no resolution as Simon Medical claims they cannot find the account with my name, SSN or DOB but $438.12 was collected from me and I did have the test done. The reference # for this call is SR12404460. A supervisor was supposed to call me back between 5&6 PM on 09/08/2023 and that never happened. I worked as a medical billing manager for 38 years and have never experienced such a situation as this where a facility is overbilling patients and fraudulently collecting from their contracted carriers as well. This is a breach of contract between facility and insurance carrier and needs to be investigated.
Business Response
Date: 09/29/2023
CID# ********* has been completed refund check went out 09/22
Initial Complaint
Date:09/08/2023
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 made an appointment with SimonMed Imaging in ***********, **. The appointment was on or around 8/25. The day before or the day of I received a call from them saying they had to cancel my appointment because they did not have my previous imaging results. When I talked to the representative she informed me that she needed to re schedule my appointment for 2 weeks so she could request my previous images and re scheduled me for 9/8. I had taken time off of work for the 1st appointment and could not cancel that time off since they did not give me any advance notice that they needed to re schedule. I received a confirmation via text for my appointment on 9/8 and filled out the paperwork. I went to the appointment on 9/8 and when I got there I was told they could not do the ultrasound because they did not have my previous images. Again I took time off of work for this appointment. When I tried to call and file a complaint every time I talked to someone they cut off and it went to an automated response. I called 5 times to try to get this resolved. This is a medical facility and this ultrasound was due in August. So, I have not been able to get my needed ultrasound and I had to take time off of work.
Business Response
Date: 10/02/2023
CID #******** has been completed; priors were received & patient was called and a message was left.
Customer Answer
Date: 10/02/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***************************
Initial Complaint
Date:09/06/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid $22.81 for a chest x-ray taken on May 2, 2023 as soon as I received SimonMed Imaging statement dated 7-5-2023. My Chase account cleared and paid $22.81 on 7-18-2023. On 7-20-2023 SimonMed Image sent me a new statement for the exact same x-ray that I paid for but now they say I owe them $10.77. I called SimonMed Imaging's billing department and spoke with their employee *****. She told me to disregard this new $10.77 bill because it takes awhile for SimonMed Imaging accounts department to record payment in a timely manner.On 8-19-2023 SimonMed Imaging sent me another statement for the same x-ray wanting $10.77 but not showing that I already paid and they cashed my $22.81 payment.PLEASE make SimonMed Imaging STOP THEIR FRAUDULANT BILLING PRACTICES.
Business Response
Date: 09/11/2023

Hello,

Thank you for reaching out. We take all concerns very seriously and review them individually. This concern was looked into, and the resolution of this issue has been communicated directly with the patient. Any other details of the resolution can be communicated to the patient directly by calling ************ using reference #*****.

Thank you,

****************
Initial Complaint
Date:09/05/2023
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.
This place is still passing themselves off as accredited when they are no longer. They even have the BBB sticker on the front door.
Business Response
Date: 09/12/2023
Hello,

Thank you for reaching out and bringing this to our attention, we are accredited and are working on getting this issue fixed.

Thank you,

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

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This business has 1 alert

Complaints

Customer Complaints Summary

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SMI Imaging LLC is NOT a BBB Accredited Business.