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

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.
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.

Initial Complaint
Date:03/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to SimonMed Imaging on 1/25/23 for an ultrasound. I provided them with my insurance card and was told I owed $323.51. The amount sounded incorrect as I have very good insurance, but I paid it anyway. A few weeks later I received an Explanation of Benefits (EOB) from my insurer saying I should have only paid $95.83. I called SimonMed's billing department, and they said it would be 30 days to get a refund. I called again today and was told it would be another ***** days. I get the sense this is a very disreputable company and I'll never get my money back.
Business Response
Date: 03/28/2023
Thank you for allowing us to investigate this matter. Upon further review as of 3/27/2023 the patient was credited $227.68. We apologize for any inconvenience's this may have caused.

Customer Answer
Date: 03/31/2023
Their response was not attached within the BBB's email. Without knowing what they said, I can say I accept their response.
Business Response
Date: 04/03/2023
Hello,

Thank you for allowing us to investigate this matter. Upon further review as of 3/27/2023 the patient was credited $227.68. We apologize for any inconvenience's this may have caused.
****************
Initial Complaint
Date:03/04/2023
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 several tests done on my son the dates of service are 9/13, 9/20, 9/21. We traveled all across the valley for these tests, as they were urgent. I was forced to pay in order to be seen. I later learned that the claims were never submitted through my insurance company. I called the get itemized receipts to file for reimbursement directly with my insurance company. I was told that they would do it for me - made it sound like they were doing me a favor.... they charged the insurance company way more than what they charged me, kept the money I paid, kept the money the insurance money paid, and are giving me the run around in trying to collect what is due back to me. A total of $491.99. I was once told that they can't reimburse me due to a payment due for a service rendered in late October. I will not pay this until my issue has been resolved. The balance due is like $10. Feel free to deduct the balance owed to you, from what is owed to me. The billing department keeps telling me that it has been escalated, but no one ever calls me back. When I call them back, coveniently enough.... no one has any record of my request for reimbursement on file. OR they suddenly can't locate my son's account. I have been trying to collect since November 2022. 9/13/2022 I was forced to pay $222.52. Insurance was billed $782.00. Ins paid $685.35. My obligation should have been $96.66 I am owed $125.86 9/20 I was forced to pay $342.90. Ins was billed $1041.20. Ins paid $981.20. My obligation should have been $60. I am owed $282.90 9/21/22 I was forced to pay $132.54. Ins was billed$246.53. Ins paid $197.22. My obligation should have been $49.31. I am owed $83.23 I did not include any personal information in this message for security purposes, as my son is a minor. Please feel free to contact me for account number, my son's DOB or any other information needed to assist. Thank you!
Business Response
Date: 12/01/2023
Hello!

CID ******** is complete, everything has finished processing thru, and final refund check is being sent out today. I have called ***********************, and she is aware of the resolution. Can we get this resolved?

Thank you!
Initial Complaint
Date:03/01/2023
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.
At my 10/6/22 x-ray appointment in ************, **, I was asked to pay $68.36 despite ***** saying I would owe nothing for the x-ray. The claim was submitted to Cigna for $78.56, processed 10/22/22, and paid to ****************** Over the course of five months, I called six times to speak with billing staff and was made promise after promise of reimbursement (in 5-7 days, **** days, 4-6 weeks), and that my payment was approved and on the way. Nothing was received. I continued calling back and was told my case would be escalated and that Id get a call from a supervisor. No call was received. I posted on their ******** page three times and was asked to email the details so that my issue would be escalated. I sent two emails requesting assistance. Today I am filing a complaint as I have yet to be reimbursed.
Initial Complaint
Date:03/01/2023
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.
I had a CT scan done 8/29/2022 at Simon Med (**************** Phoenix). Although they are considered in-network for my insurance, I was required to pay upfront. I signed an agreement to pay $50 a month. My insurance paid the claim, and my balance was $53.08. I called in December and requested they stop billing me each month because at this point I had paid them $200 and they owed me a refund. I was told they were working on the refund and I would receive it shortly. I have never received it. I have called multiple times since January, and each time I am told they cannot find me in the system as they are doing a system "upgrade", and that my claim would be escalated and I would receive a call back in 1-2 weeks. I have never received a call back. I stopped into the imaging center, but they could not help me either and was told I need to call billing. Since they "cannot find me" in the system, I volunteered to send in my documentation, but was told it was not necessary. This is a 6 month old claim. I paid, and my insurance paid. They are refusing a refund hiding behind a "system issue" excuse. This is medical billing fraud.
Business Response
Date: 09/06/2023
This has been resolved on 03/14/2023 directly with the patient. Please close out on your end and revise. Please let me know when that is completed. Thank you.
Initial Complaint
Date:03/01/2023
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.
Simon med refuses to refund my money. I got services done between April and June of 2022 and have yet to resolve anything. My insurance covered 100% of the services and yet they took several payments from me ( one of which was processed without my consent since the woman at the office ran my card twice). A refund of ****** was supposed to be submitted back on mid December of 2020 and has not been received yet. They are absolutely horrible at communicating with the insurance and both the people in office and on the phone are incompetent. They dont even know how to pull up anything in their system.
Business Response
Date: 03/23/2023
Our billing department has made contact with the patient to inform her that she will be receiving a check in the mail in the amount of $212.00 as a refund for date of service of 4/22/2022. We apologize for any inconvenience this may have caused.
Initial Complaint
Date:02/28/2023
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.
On 10/25/2022 I had imagining done at Simon Medical Imaging (SMI) located at ******************************************************. I was notified at the front desk that would have to make a payment of $****** prior to getting the exam done. I told them that it is supposed to be only a ****** dollar charge. They replied that to do the imaging I would have to pay the ****** now. I paid it with my debit card because the results from this imaging were time sensitive for my health. The 275. was paid by my bank on 10/26/2022.On 12/16/2022 my insurance carrier completed processing my claim. UHC showed my cost as being ******, leaving a difference of ****** owed to me. *** made no effort to contact me, or repay what I am owed.On 2/14/2023 contact was made with SMI billing department in reference to this improper claim. The operator said it would take an additional ***** days to research the claim.On 2/27/2023 contact was made with SMI again. It was reported that because I had an Xray done on 12/14/2022 they could not release my money until that claim finished processing. That claim finished processing on 1/19/2023. *** said that as long as there were ANY claims processing, the money could not be refunded. I had a xray done on 12/14/2022 which was processed by UHC on1/19/2022 and was fully settled. It was payment made by me on my debit card for *****. The open claim policy extends indefinitely. Their failure to advise about overpayment in conjunction with their open ended refusal to release these monies until there were no other claims filed by me seem like almost criminal business policies.
Business Response
Date: 03/22/2023
In reference to this BBB complaint, we have reviewed the patients account and have refunded the patient in the amount of $147.60 on 03/07/2023. This refund transaction was successful and went back to the card that was used at time of service. We apologize for any inconveniences this may have caused.
Customer Answer
Date: 03/24/2023
None of the company policies that allowed this problem to happen have been corrected.
Business Response
Date: 03/27/2023
Hello,

We are using this example as a topic of discussion for changes in our billing policy. We appreciate your feedback on this matter and apologize for inconveniences this may have caused.

Thank you
****************
Customer Answer
Date: 03/29/2023
THERE IS NO PROVISION TO KEEP THIS FROM HAPPENING AGAIN AND AGAIN. Business practices need to be changed to alleviate this issue.
Initial Complaint
Date:02/27/2023
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 have had several imaging test performed and used my FSA credit card. SimonMed will not provide me as required by law a detailed bill or EOB. They even said they couldn't due to a merger on my last of a dozen calls. I am at my **** end! I paid and deserve this detailed billing data. I plan on escalating this to the Arizona State medical board if I receive no relief to this matter.
Business Response
Date: 09/15/2023
This complaint was resolved directly with the patient. Our billing department also sent the patient an itemized statement as requested.
Initial Complaint
Date:02/27/2023
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.
February 8, 2022 I had a biopsy and was told I had to pay $1356.66 to meet my deductible. I informed them I only needed $997 to meet the deductible but they didn't care and said they would refund me if that was the case. I have been calling and calling, faxed my receipt and EOB and they assure me they'll send the refund but never do. I last spoke to a supervisor, *****, on 10-24-2022 and she assured me my refund would be sent expeditiously. I have called no less than 10 times and they all say they don't see where I paid the $1356.66. I have the receipt and faxed it! Now I am back to square one and they're giving me the runaround again. I have had services with them about 5 times since and no problems but I will never go there again, nobody should have to wait for a refund of $359.28 for more than a year.
Business Response
Date: 09/29/2023
CID #******** is complete, patient was contacted directly and is aware of refund & completed.
Initial Complaint
Date:02/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Feb. 1st, 2023 I had a ** Scan to my right knee prior to my scheduled knee replacement surgery at Simon Med, ************************************************************. The written order from my doctor's ****** was to have Simon Med Imaging send the results directly to them. I found out yesterday morning that Simon Med Imaging never sent the results to my doctor's ****** putting my upcoming surgery date in peril. I called Simon Med Imaging website phone number ************. I went through the automated voice menu, but there is no option given to speak to a representative directly. I back called again and hit #5 for medical records on the automated system menu which directed me to leave a voicemail. I have left two voicemails and had yet to receive a return call. Last night I went on the chat line for Simon Med and was assured by ****** that he would send the results to my doctor's ******. I asked for a confirmation via email or text, and he told me he would send me one. I never received it. My ** Scan results need to be in my doctor's **** immediately or I cannot get my surgery. I cannot get a response from Simon Med, they have not followed up on the original order to send the ** Scan results to them and they will not return my phone messages nor did Khushi do as he promised (which I have in writing). Simon Med's poor customer service practices is putting my care at risk. I have had to wait over two months to get this surgery date and in dire need of this surgery.
Business Response
Date: 09/15/2023
This complaint has been resolved. This patients' report was sent to her referring same day after hours on 02/01/2023.
Customer Answer
Date: 09/16/2023
If the business looked back at my complaint, it was about the poor customer service and the amount of energy and time I spent trying to get my report sent to my doctor. Just because it was sent to my doctor does not mean it did not take several inquiries and phones and not to mention stress worrying about this business following through so I could get my surgery as scheduled. No one ever called me back when I left messages. I had to go through my doctor to get this business to send the report because they never followed up with me on any of my requests for the report. Also, interesting to note the business took 6 months to finally respond to this BBB complaint. Another example of poor customer service and lack on responsiveness which proves my point. The business should have responded what they were going to do to correct their customer service issues going forward.
Business Response
Date: 10/02/2023
Thia was looked into and handled internally patient follow up call made.
Customer Answer
Date: 10/06/2023
Business still has not satisfactory addressed why it took so long to respond to this original complaint in a timely manner and why they did not get the report to my doctor without stressing me out for my surgery. Caller from business claimed my doctor did not have an updated fax or phone number which is not true as I had this same surgery on other knee 4 months before and contact info has not changed since for my doctor. In addition, if this was the issue, the doctor's website is readily available with all the needed information.
I do not want any more contact from this business, as their business practices are questionable at best. Example amount of time it took to respond to this BBB complaint when originally filed just like not responding to my doctor's ****** or me to get CT scan to my surgeon timely manner before my surgery. Phone calls I made to Simon Med myself to get this report were never returned.
I am now going to SMIL going forward. Simon Med has lost my business and will never recommend them to my network of professional and personal contacts.
Initial Complaint
Date:02/24/2023
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 9/20/2022 I was asked to pay $46.34 at SimonMed Paradaise Valley location. My explanation of benefits show that insurance reimbursed as well and my responsibility is only $9.43. I am owed a balance of $36.91. I have called the billing department 3 times over a span of two months and was told that refund has been initiated, but I have not received it. I emailed ************************** on 2/11/2023 with details but no response. Latest call on 2/24/2022 I was told some system conversion is preventing them from even looking up the account using account number or patient name and DOB and they couldn't give any timeline for resolution. Account#: ************, Patient Name: *********************** I had similar issue with SimonMed in 2021 with $600 owed to me which took many months to resolve. They employ shady accounting/billing practices at the time of service and subsequently that does not promptly refund the customer.
Business Response
Date: 09/29/2023
CID #******** has been completed; I just spoke with the patient's father & they are aware of refund.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

SMI Imaging LLC is NOT a BBB Accredited Business.