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Business Profile

Medical Imaging

SMI Imaging LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Imaging.

This business has 1 alert

Complaints

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

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SMI Imaging LLC has 147 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 got an order from my doctor to get an *** and **** The scheduling staff at this company does not know what they are doing. They dont know what tests are available at what locations, or what any of their tests even are. I called to schedule the first time and told the scheduler I needed an *** of my pelvis to look at my reproductive organs. He scheduled a urogram, which is a CT of the urinary tract. Once I canceled that, I scheduled another appointment, this time I confirmed it was an *** and **** I fasted for it, went to the facility, and was told they could only do the *** because they didnt have the injector needed to do the **** I had the *** and rescheduled the *** at the place they said definitely did them. 2 hours before my appointment that day, after I had already been fasting again, they called and said they didnt have the equipment to do the ***, and I needed to go to a different location, 45 mins away. So third try, I check in, pay for the scan ($700+), then proceed to wait in the waiting room for 1 hour. When Im called back, the tech tells me they cant do an **** The front desk girl scheduled me for another location that was supposed to have the ability to do the ***, but now I have to wait 2 weeks to have it done. And she didnt refund my payment, instead said they would just apply it to my next appointment. There is a sense of urgency for these tests I need and now I have to wait and have had my time wasted. I dont think I can even trust the new location will be able to do the ***, and will not likely use this place for it. With that, I need my money refunded. I called after I was charged and was told they couldnt see a charge so it must have been refunded, however, it was not. I was also transferred to a scheduling person to try to rush my next appointment, and he hung up on me. He wasnt the first to do this.

    • Initial Complaint

      Date:11/13/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Please see attached document that explains the situation. I have tried emailing SimonMed's compliance email, and all I get is the runaround, stating that because services were eventually rendered, there is no money due to me. I am seeking reimbursement for expenses I incurred due to a error their scheduling employee caused.

      Business Response

      Date: 11/22/2024

      Hello,

       

      We have this incident currently being worked by a compliance specialist. We are working on a resolution directly with the patient. 

       

      Thank you,

      ******* *. 

    • Initial Complaint

      Date:11/06/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Account # ****** I went to one of your offices in Phoenix, ** in November 2023 for an ***. I paid my deductible of $150.I suffers of clostrophobia and found out the *** equipment was not an open ***. I was directed to another facility wherew they have open *** equipment. I asked for a refund. The employee refused to credit my credit card.I later went to this location and the *** was performed. The employee knew my deductible had already been collected.I received a bill to pay for the same $150 early this year. I am 81 years old and asked my brother, *******, to call on my behald to solve the problem. He made the call and SimonMed credited this account.A week ago, I again receive an invoice for the same deductible. My brother calloed to day and explained the case. The employee who answered the phone had a heavy accent and trying more to speaqk English rater than understanding the problem. She refused to discuss your mistake claiming my brother was not the patient.Your company's reputation is not that good. Do you need me to file a complaint withj AG's office for elderly harrassment?

      Business Response

      Date: 11/18/2024

      Hello,

       

      Thank you for allowing us time to further investigate this matter. We have reviewed the account and applied the patient payment of $150.00 to the patient account, the account now reflects a zero balance.

       

      Thank you,

      ******* *. 

    • Initial Complaint

      Date:11/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 neck issues that cause a lot of problems in my life I needed to get an X ray and had to go three times before they saw me I would arrive bt 4:15 each time and was told I could not be seen even though their website said if there before 4:30 xrays were walk in only Finally I took off work the third time and arrived when they opened to be seen. Now I'm at the stage of needing a MRI this is a scheduled appointment i got to the day before my appointment and they called and said needed to reschedule and so i did another entire week out. New appointment day I admittedly was 10 minutes late and they literally had an empty office no patient at all they tell me we need to reschedule WHAT SERIOUSLY I'm never going to get resolve. My insurance only allows simonmed. I have left messages with complaint directly but they do not even call back. When my insurance only gives me simonmed as an option it is very disheartening to know they do not care at all thus is a medical situation you would think they might have better treatment of patients we are not coming to them for fun.

      Business Response

      Date: 11/15/2024

      Hello,

       

      Thank you for bringing this to our attention. We have sent this to the manager at the ********. site. We have requested that the site manager calls you directly to address these concerns. 

      We apologize for the less than satisfactory experience. 

      Thank you,

      ******* *. 

      Customer Answer

      Date: 11/15/2024


      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:10/31/2024

      Type:Billing Issues
      Status:
      Answered
      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 April 29, ******************************** both b****** at this location. I was charged a co-pay, which I expected. I have very solid insurance coverage via ***** with no lapses in coverage. - I provided my current insurance information at that time, and at the time that I made the appointment via the online portal. - My insurance card was again verified at the appointment as well. - On July 5, 2024 I received a bill stating my insurance had declined the claim due to non-coverage. - After several calls, it was discovered that SimonMed Imaging submitted the claim with a prior Group Number that had expired on April 30th, and with the ** Number that went into effect on May 1, 2024. I was billed $945 as a result. - I have had 8 calls between July 5 and the end of August trying to resolve this SimonMed Billing. Each time I was told it was handled and resubmitted. I was even told to ignore the bill by **** there on August 1. This is still unresolved/improperly billed by SimonMed. In addition teams are often off shored and do not understand.-Ultimately I have pursued with *****, my insurer. No resubmissions were ever done by SimonMed. - I continue to receive text messages from SimonMed claiming I owe them $945 ($544 charged twice less my copay of ******). At this point I am afraid this will go to collections based on SimonMed's incompetence.- On 10/30 I connected with Cigna and they have indicated that they have properly resubmitted the claim to the proper Group Number and ** Number. It remains to be seen whether this will solve the situation. I also learned that SimonMed has submitted a duplicate claim, which is why I am being billed for what appears to be 2 services. - Also, the claim cost to Cigna is essentially HALF the charge that SimonMed is billing me for each service -- Cigna claims of $285.12 versus me $544! Also, per ***** my services should be 100% covered - no CoPay - I would like the bill to be satisfied, a refund, & no more contact

      Business Response

      Date: 11/15/2024

      Hello,

      04/29/2024 CPT: ***** RT, ***** LT found claim billed to Cigna Evicore Upon check in imagine found claim denied for Duplicate as original claim denied. The patient will need to contact our billing department to give us correct insurance information. 

      Please contact ************ option #1. 

    • Initial Complaint

      Date:10/17/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 DO NOT ASSIST IN ANY MANNER. Waste your time, refuse to take proper and correct information down. They notate illegal medical information, hang up on you, dont listen, ask you ridiculous questions, lie and say they cant hear you. Patient refusal and negligence. Condescending, unintelligent, I have no clue how this company is in business. I am mentally frustrated, financially stressed, and beyond irritated. Illegal business in every manner. All information on my account is incorrect, not updated nor are they billing my correct insurance. Unethical business and refusal of services.

      Business Response

      Date: 11/04/2024

      Hello,

      One of our compliance specialist has been in contact with this patient to go over and address this matter directly. 

    • Initial Complaint

      Date:10/15/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Date of service 12/05/2024 at SimonMed Imaging account # ********* Upon arrival for a CT scan procedure I was told to pay an upfront cost of $990.81 or I would not be allowed to receive the medical procedure. I have excellent medical insurance with ********** Blue Shield Anthem. I knew my deductible had been met and this payment was unnecessary. I was already scheduled for an upcoming major cancer surgery and needed the test so I paid the fee. I have an Explanation of Benefits from my insurance provider that states they paid SimonMed $866.32 to cover my imaging.I have my bank statement showing I paid the $990.81 on the date of service. SimonMed claims there records show I only paid $200.00 SimonMed claims they owe me a refund of $344.32 which is not correct. They owe me $990.81 I have spoken with their call center representatives several times and get the same answer every time. After 11 months of trying to get my refund they tell me my case have gone to a higher level for research and the will resolve it in eight weeks and get in touch with me. Of course nothing ever happens and when I call again I get that same standard answer. I believe SimonMed is fraudulent and practices illegal medical billing. I would greatly appreciate any help you may provide in assisting me with this process.Kind Regards,****** ******

      Business Response

      Date: 11/11/2024

      Hello,


      Our billing department is handling this directly with the patient, we are confirming how the patient will be refunded.  
       

      Customer Answer

      Date: 11/18/2024

      Simon Med has offered me a partial refund I have not received.

      Business Response

      Date: 11/22/2024

      Hello,

       

      I have requested for our billing department to call you to go over the refund process. 

       

      Thank you,

      ******* *. 

    • Initial Complaint

      Date:10/11/2024

      Type:Product Issues
      Status:
      Answered
      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 two CAT scans at the ************* location on 9/2/24. My insurance benefits dictate a copay of $60 for an office CT scan. The secretary advised me I owe my deductible and will not allow me to proceed with the scan unless I pay half the total bill towards that, despite me showing proof that I had a copay. I paid $349 that day. My insurance has ordered my responsibility $60. I have called multiple times for the refund to be issued. I keep being told it is impossible to do so electronically since I paid via debit card. They say my check was mailed on 9/30/24 for $289. It has yet to come to me. I am filing suit with the ** CORPORATE COMMISSION if this check is not in my mailbox or electronically sent back via ACH by 10/31/24. Absolutely ridiculous and will be using a different imaging center in the future.

      Business Response

      Date: 10/17/2024

      Hello,

       

      Thank you for allowing us time to further investigate this matter. Upon review we do see the patient is owed a refund in the amount of $289.22, a refund check has been mailed out to the patients home address that we have on file. The check mailed was #*********. We apologize for any inconveniences this may have caused. 

      Thank you, 

      ******* *. 

    • Initial Complaint

      Date:09/28/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 Sept 20 2024 I had a right hand X-ray to rule out thumb fracture. I advised the pain and bruising were my thumb only and images needed to concentrate there. They refused to ask the physician to do these images while there. When I contacted physician after, they ordered the additional images and I had to drive all the way back and do the additional images. I was advised the report would be in 2-3 business days though they were aware a fracture was likely. By Sept 26 2024 there was still no report. I contacted Simon Medical and an urgent email was sent for a radiologist to read the images and Id allegedly have a report in 24 hours. I advised it was not good enough and was told my call would be transferred then directly to the site the X-rays were done. I went through this call process 3 times that day and all 3 times the call was disconnected. In addition I contacted Simon Medical compliance number and left a voicemail on Sept 26 2024 at 322PM. My call was never returned. On September 27 2024 at 244 pm I sent a fax to Simon Medical advising of the rule out fracture diagnosis, missing report, failure to connect the calls and failure to respond to an urgent email sent to a radiologist to read the films. Simon Medical did not respond to the fax in ANY way. Today Sept 28 2024 has been 8 straight days with no report whatsoever.

      Business Response

      Date: 10/03/2024

      Hello,

      SimonMed is in receipt of this grievance. After further investigation into this situation SimonMed recognizes that the exam was not read in a timely manner however the order from the referring physician was not ordered as a STAT or ASAP, it was sent as a routine.  Per our guidelines routine exams will be read between 5-7 business days. We deeply apologize and have took correct action and had the exam dictated as soon as we could. The report was faxed over to the referring's office as soon as our radiologist was done dictating it. 

       

      Thank you,

      ******* *.

    • Initial Complaint

      Date:09/26/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 got an order from my cardiologist for a cardiac calcium score to be done at SimonMed. I called their number and spoke to a person who said they needed to transfer me to another ***** from which I got a busy signal and then disconnected. I called back and got voice mail. I left a message that I was trying to schedule an appt. and told them what test. By the next afternoon no one had called me so I called again and left the same message. The next day none had called me back so I left another message. Not hearing anything during the next week I drove to a SiminMed teting location and stood in line. When I got to the front I was told they didn't do that at that location. They told me to call and get an appt. I told them I had called 3 times the previous week with no response. Relunctantly, she then made me an appt. for the test at a location that did that which I had done a couple of days ago. The lady in line behind me said she had the same problem where they did not return her phone calls for an appt. I would just like you to contact them to register this complaint as I have also left 2 phone messages with their compliance ***** about this and they have not called back either after 8 days. People in their 80's should not have to drive to a location to make an appt. By the way I had to pay the full cost of the test as ******** doesn't cover these heart tests. I don't expect any money back. I just want them to retrun calls for appts. Thank you.

      Business Response

      Date: 09/27/2024

      Hello,

       

      We thank you for bringing this to our attention. I have forwarded this to the site manager to make direct contact with the patient to address concerns on a personal level. 

      I just received confirmation that the site manager was able to make contact with the patient to resolve the issue. 

      We apologize for any inconveniences this may have caused.

      Thank you,

      ******* *. 

      Customer Answer

      Date: 09/28/2024


      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,

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

       

    SMI Imaging LLC is NOT a BBB Accredited Business.

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