Complaints

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

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SMI Imaging LLC has 147 locations, listed below.

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  SMI Imaging LLC

  16220 N Scottsdale Rd Ste 600 Scottsdale, AZ 85254-1804

• 

  SMI Imaging LLC

  235 S Dobson Rd Bldg L STE1 Chandler, AZ 85224-6229

• 

  SMI Imaging LLC

  15810 S 45th St Ste 110 Phoenix, AZ 85048-7695

• 

  SMI Imaging LLC

  1111 S Dobson Rd Ste 105 Mesa, AZ 85202-3902

• 

  SMI Imaging LLC

  13838 S 46th Pl Ste 200 Phoenix, AZ 85044-7803

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:04/12/2025

  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 a healthcare account that pays insurance claims automatically once the claim is submitted and approved. When I went for my CT scan, Simonmed still made me pay out of pocket. Then of course, they submitted the claim and were paid from my healthcare account. So they were double paid. I want a refund for the amount I paid, because they have received payment for this CT scan from my healthcare account already.

  Business Response

  Date: 04/17/2025

  Hello,

  Thank you for allowing us the opportunity to review. Our billing department confirmed a refund was provided to the patient on 4/12/2025, it is advised to allow 3-5 business days to reflect back on the credit card. The patient was contacted directly on 4/16/2025 and advised of the refund. The patient was emailed a refund receipt. Please let us know if we can be of further assistance on this matter.

  Thank you,

  ********* *.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I overpaid for imaging at SimonMed and a refund was issued. They sent it to the wrong address and by the time I received it, the check had expired and my bank would not accept it. I tried to have the check reissued and sent to the correct address. I’ve called several times and it’s still “processing”.

  Business Response

  Date: 04/17/2025

  Hello,

  Thank you for allowing us the opportunity to review. The billing department made direct contact with the patient on 04/16/2025 and verified the patient's correct address and reissued the refund check. Please advise if we can be of further assistance on this matter.

  Thank you,

  Elizabeth A.

  Customer Answer

  Date: 04/21/2025

  The business did reach out to verify my address but I have not received a replacement check yet. I was told over 3 months ago I would receive one and have yet to receive it. Until I receive the check and have cashed it with my bank I will not accept their responses as I’ve been told for several months that they would send me a refund check. 

  Business Response

  Date: 04/22/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation with the billing department, the team did confirm a check was created for the patient in the billing system on 04/16/25. However, at this time it has not been released and we advise the patient of a 2-3 week timeframe. Our billing team will be in direct contact with the patient once that check has been released. We sincerely apologize for any inconvenience this may caused.

  Thank you,

  Elizabeth A.

  Customer Answer

  Date: 04/25/2025

  I have been told that a check has been reissued for month and to wait 2-3 weeks. It’s ridiculous and not acceptable! Especially when they require payment upfront at appointments and not after the insurance pays. It’s a double standard and poor practice. I will continue to disagree with their statements until I have physically received the check and cashed it with my bank. 

• Initial Complaint

  Date:04/03/2025

  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 called SimonMed for pricing on a MRI with and without contrast, after I received a email from them offering $50 off for the new year. When I spoke with a representative about pricing I was told it would be $225. I set up an appointment and three weeks later the procedure was done on 02/18/25. A week after the procedure I received a bill for $2300.

• Initial Complaint

  Date:04/03/2025

  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 scheduled three imaging tests with SimonMed Imaging; two on February 24, 2025 at the ************************************************************************ location ************ ultrasound/thyroid, Service code #***** and breast ultrasound, Service code #*****) and one on February 25, 2025 (Bone Density/DEXA, Service code #*****) at *******************************************. Prior to scheduling the imaging tests, I contacted my insurance provider, *************, to inquire as to what I should expect to pay out-of-pocket for these three imaging tests. Humana Choice advised that per the terms of my insurance plan, I should only be charged one $45.00 copay for the breast ultrasound. The other two imaging tests required a $0 copay. Unfortunately, when I arrived at SimonMed on February 24, 2025, they insisted that I must pay $401.12 (or almost 10 times what I was quoted by Humana Choice) out-of-pocket expenses for the three tests. When I questioned the amount, I was told that unless I paid this sum, services would not be rendered. As such, I proceeded to pay the $401.12 via my credit card. On March 18, 2025 after reviewing the Humana Choice Explanation of Benefits, I contacted Humana Choice about the overcharge from SimonMed. Humana Choice advised that they had also paid SimonMed for these three images per the terms of their agreement. On March 18, 2025, Humana Choice called SimonMed on my behalf to request a refund for the $356.12 overcharge ($401.12 - $45.00 required copay). SimonMed advised they needed to review documentation on their end. They were sent the Humana Choice Explanation of Benefits on March 9, 2025 reflecting that I should have only been charged one $45.00 copay.On Mar. 29, I sent an email requesting the refund - no response was sent back to me from SimonMed. Today, April 1, 2025, I called SimonMed Billing three times and was disconnected all three times. I then called SimonMed Cust. *** who couldn't help me. To date, no credit has been issued for the $356.12.

  Business Response

  Date: 04/09/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, the patient called into the billing department on 04/03 requesting a refund on overpayment for date of service 02/24. The billing agent confirmed with the patient that a refund will be sent via check and it will be mailed out on 04/11. Please let us know if we can be of further assistance on this matter.

  Thank you,

  ********* *.

  Customer Answer

  Date: 04/10/2025

  
  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:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Timeline of events. I am certain that the point of infection was from Simon Med Imaging as I have been celibate for over 2 years and have not had any sexual contact since. I was tested following the last time and was totally fine since. NEVER experienced anything like this before. 2/4/2025 went to doctor for a checkup. Referred to get a transvaginal ultrasound, and ultrasound for precautionary reasons to check ovaries and uterus due to family history. Feeling fine. 2/10/2024 appointment time 11 Am. Day of infection had Transvaginal Ultrasound at Simon Med Imaging ******************************************* I do not recall being told the name of the employee who performed the ultrasound, however I do remember what she looked like. I Believe the transvaginal probe was not properly sanitized as it was the most likely site of infected equipment. No condom on the wand only a plastic cover. Technician placed the towel I was supposed to clean up with on top of the machine which was also unsanitary. Baby wipes container was also open prior to my use and exposed to the environment. 2/13/2025 went to ************** to get tested for possible infections, Seen for abnormal discharge.2/14/2025 went to ************ ER for abdominal discomfort and abnormal vaginal bleeding and discharge. Burning during urination. By then long fluid strings were coming out of me. Weekend- experienced excruciating abdominal pain all weekend. Symptoms of abnormal bleeding, discharge and burning during urination continued2/17/2025, results came back from **************, results stating I was positive for ureaplasma. Following this I was prescribed a high dose antibiotic for 10 days. (Which the medication has risk of birth defects and burning of the esophagus) During these events I was also out of work for two entire weeks, unable to work due to pain, anxiety and discomfort. Lost me thousands of dollars of income, and hundreds of dollars in late fees for bills due to missing so much work!

  Business Response

  Date: 04/03/2025

  Hello,

  Thank you for bringing this to our attention, we want to assure you that we take this matter very seriously. Our team is actively investigating the situation and we will be in direct contact with the patient to address any and all concerns. 

  Thank you,

  ********* *.

• Initial Complaint

  Date:03/31/2025

  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.

  I had a visit to the SimonMed for Ultrasound on 03/29/2024, made a payment of around $320 at the office. In September 2024, I received their bill saying I have a balance due $882.64. There are two ultrasound services listed on the bill, but I had three during the visit, which proves the bill is faulty. I made calls to SimonMed and chat with my insurance, found out that the faulty bill was because SimonMed only submit two services to the insurance when I received three, and they got denied, so they turned to me, had no questioning to themselves. I pointed out the mistake to SimonMed, they said they'll re-submit. Later I received new updated *** from my insurance claiming that my responsibility is only $48.49 for the visit. But when I call SimonMed for a refund of around $270, they told me I own $100 and more based on the *** they have. The representative said that it was because my insurance withdraw the payment of one of the services. But on my ***, that service charges $559 and the discount amount is $559 as well, the insurance paid $0. They mentioned the total amount of the service I have to pay is over $400, because of my payment of $320 at the visit, there are over $100 left to be paid. However when I contact my insurance, the representative says they have assigned payment of $436.43 to SimonMed.Through the whole experience, SimonMed billing department appears to be a huge mess. They sent me a faulty bill of $882, tells me the payment due in a month, when they were making mistakes TWICE submitting claims to insurance which lead to denials. Now with the claim corrected, the insurance provides new ***, claiming payment has made to them, they are asking more money from me. Every time you call there is a new balance awaiting, and every time you call they're like "go ask your insurance, this is what we got". No, in this case the SimonMed is NOT RELIABLE, UNREASONABLE, UNCLEAR, and GREEDY. I would like them to correct the bill, and make refund.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Simon med charged me $439.46 at the time of my appointment despite them never contacting my insurance or submitting a claim to determine the amount I should actually owe. They force the payment upfront or they will cancel the appointment.

  Business Response

  Date: 04/07/2025

  Hello,
  
  Thank you for allowing us the opportunity to review. After further investigation, the billing department has reviewed the patient's account and the insurance has not processed the claims for date of service as of yet. The patient paid $109.86 at time of service and was placed on a payment plan for the balance of $329.60 to start on 04/20/2025. The patient is scheduled for 5 payments of $65.92. Until the insurance processes the claim, it is unclear if the $109.86 needs to be refunded, or if the patient's anticipated responsibility of $439.46 will be due. The billing department will be in contact with the patient when those claims are processed. Please advise if we can be of further assistance on this matter. Thank you.
  

  
  

• Initial Complaint

  Date:03/20/2025

  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 an MRI of my right hip and bursa. The tech had me removed my Libre 3. I had already. removed my hearing aid and glasses. At no time did the technician to remove my Apple Watch since my hands were up over my head. I had no reason to believe anything else needed tobe removed. Once he started the machine. He stopped and came to have me remove my watch after the procedure I went to pick up my to see that my watch was not working. The tech indicated at that time that it probably would not work. I wrote a comment that was posted indicating what had happened. Shortly after I received a phone call from SimonMed compliance department. I have sent them picture of my wrist. I sent them an invoice on how much I paid for another watch identical to the one owned. A few days later, I followed up to see what was happening at that time they indicated they could not read the invoice. I downloaded another invoice as a document and attached to the email. Once again, I waited a few days emailed SimonMed (*****) to see what the status was. She indicated she ordered on the paperwork and once again I havent heard from them for approximately two weeks . I just want this issue resolved and paid the money that is due to me.

  Business Response

  Date: 03/20/2025

  Hello,
  
  Thank you for allowing us the opportunity to review. This complaint is actively being investigated and we will make direct contact with the patient.

  Thank you,

  ********* *.

• Initial Complaint

  Date:03/20/2025

  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.

  BBB helped me get a refund of ***** but now months later they have begun billing me once again for $42.36 . I haven't paid nor will I pay.

  Business Response

  Date: 03/31/2025

  Hello,

  Thank you for allowing us the opportunity to review. After further investigation, the billing department confirmed that the patient does not owe this balance and it has been adjusted. The statements sent recently are due to the contract adjustment not being taken. This issue is being addressed on the billing back end and software. We apologize for the less than satisfactory experience, please advise if we can be of further assistance on this matter.

  Thank you,

  ********* *.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There seems to be a lot of confusion with all of the different agents working the patient accounts at **********************. Initially I used the online site to chat with an agent and I was scheduled for MRI of my left ankle for an appointment on 3/26/25. I received a call about a week later stating that my prior authorization was denied by my insurance. I then worked with ***************** to get my prior authorization approved and I reached out to SimonMed to let them know my prior auth was now approved. I have now received one call from SimonMed stating that the auth is denied, another call saying the auth is approved and Im all scheduled and would get a call from billing for the amount due at my visit , then today I get another call saying there is a prior authorization issue. When i call back no one knows what they are talking about! I have health insurance, an approved authorization and have been trying to get this appointment for 4 months.

  Business Response

  Date: 04/07/2025

  Thank you for allowing us the opportunity to review. After further investigation, the authorization department revealed the patient was scheduled twice for the same procedure for the same day. Authorization was submitted and the team received denial on 03/06/25. The patient was then scheduled again for 03/26/25, there was a peer to peer review done and the procedure was approved. A representative from our authorizations department will make direct contact with the patient to clarify the confusion. Please advise if we can be of further assistance on this matter. Thank you.