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Business Profile

Medical Imaging

SMI Imaging LLC

This business is NOT BBB Accredited.

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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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    Customer Complaints Summary

    • 679 total complaints in the last 3 years.
    • 151 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:03/21/2023

      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.

      MY OFFICE VISIT CO-PAY IS $300!!! MY HOSPITAL CO-PAY IS $600!!!! PLEASE READ THE *** YHAT WAS SENT TO YOU!!!

      I CONFIRMED THIS IS ACCURATE FROM UHC FOR THE 4TH TIME!!!!

      Thanks

      th the BBB. I also found an article from *** 15 on your side from a former employee who quit her job after a year and a half of being asked to collect fraudulent copays. I will seek out another facility for any future medical services. It wont be SimonMed!

      Business Response

      Date: 03/29/2023

      Hello,

       

      Thank you for allowing us to investigate this matter. Upon further review we are still waiting for a response from the insurance company from date of service 3/15/2023. At this time, we do not show a credit balance unfortunately we cannot issue a refund until insurance has paid this date of service. In reference to your wife's account, we have sent this off for review and will be in contact with her directly about a refund statis. We do apologize for the unsatisfactory experience, and for any inconveniences this may have caused.

      Business Response

      Date: 04/13/2023

      We apologize for the lapse in response. For the husbands account we have refunded him $150.00 back to the credit card used at time of service. His copay with insurance was verified $600.00 therefore leaving him with that credit of $150.00 that was refunded. 
      As far as the wife's account, we do not have any *** insurance on file for that time of service. The insurance cards provided to us at check in was BCBS. There are no records found of the *** benefits. If the patient would like to provide that information to our billing department she can do so at Simonmedcustomerservice@changehealthcare.com. As of right now there are no refunds due for her date of service. We apologize for any inconveniences this may have caused.

      Business Response

      Date: 04/27/2023

      Thank you for reaching out. We take all concerns very seriously and review them individually. This concern has been addressed, all details of the resolution can be communicated to the patient directly by calling ************



      Thank you

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



    • Initial Complaint

      Date:03/20/2023

      Type:Billing 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.

      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,

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

       
      5 credit due and said that she had input for a refund of $115. She further eplained that the credit could take 30 - 45 days to be received. On March 13, 2023 my wife again called the SimonMed billing questions number and spoke to a female named *****. This rep told her that she had no record of my account, even after my wife had provided her with my name, ***, Date of Svc & the acct no. from their invoice. My wife was put on hold many times during the conversation and was eventually told "There was a discrepancy on this account but now I can process the refund". My wife asked her what the discrepancy was and she was immediately put back on hold again. My wife next asked when the credit would be issued and was told that it would be an additional 30 - 45 days. My wife told her that was unacceptable and that we would be filing a complaint with the BBB, our credit card company, and a local TV station. When "***** didn't respond, my wife hung up on her.

      Business Response

      Date: 04/06/2023

      Thank you for allowing us the time to investigate this matter. Upon further review as of 4/5/2023 a refund of $115.00 has been issued to the patient.  We apologize for any inconvenience this may have caused. 

    • Initial Complaint

      Date:03/20/2023

      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 did my ultrasound exam on Dec. 16, 2022, with charged amounts $595.00 at SimonMed Imaging Company in *************, **. I have paid $420.70 for the organization in advance on the service day. Several days later, my insurance company told me I only need pay $165.55 by myself. So, I called SimonMed to refund me for the recharged payment. The company's billing service department replied me it would spend ***** business days to deal with the payment after the application of the payments' receipt the company received (the company set the application on 1/17/2023). However, I still not receive my payment ($255.15) even though I called the billing department several times. Different employees have different replies, but with one operation - delay the payment or do not want to refund me at all. I have already paid $255.15 for my credit card, or so it will influence my credit grade. Now, it is the end of March of 2023, I hope SimonMed will refund me asap after this complaint.

      Business Response

      Date: 04/10/2023

      Thank  you for allowing us to further investigate this matter. Upon further review as of 03/29/2023 this patient has been issued a refund. We apologize for any inconveniences this may have caused.

    • Initial Complaint

      Date:03/20/2023

      Type:Order 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.
      DOS 09/01/2022-09/02/2022 Diagnostic Imaging Simon Med required I pay up front even though my insurance didn't require as much. my copay was only $20 but they required I pay $203 which I did and the day after they required, I pay $58 after all was said and done the insurance said i only owed $20 copay and that the additional $240 was not my responsibility. After many phone calls to Simon Med I still have not received my refund. It's always the same excuse not in the system, upgrading, my account has been escalated etc. It has been 6 months and still no refund. This is really ridiculous and should have been resolved months ago. I should not have to go through this to get my money back! I cannot understand how a medical facility can get away with this kind of injustice to its patients. If I cannot get a satisfactory and timely resolution with the BBB my next complaint is to the *********************.

      Business Response

      Date: 04/03/2023

      Hello,

      Thank you for allowing us to investigate this matter. Upon further review as of 3/30/2023 the patient was issued a refund. We apologize for any inconvenience this may have caused.



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

    • Initial Complaint

      Date:03/20/2023

      Type:Order 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.
      Yearly mammogram was charged $971, said insurance only covers $164.29. Wants $806.71 out of pocket when this is covered in yearly preventive care. No issues were found with my health.

      Business Response

      Date: 04/06/2023

      Thank you for allowing us time to further investigate this matter. As of 04/04/2023 This patients account is at a zero balance. We apologize for any inconveniences this may  have caused.

    • Initial Complaint

      Date:03/15/2023

      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.
      This is regarding a service date from 12/2021. I had an exam done that I knew I would owe money for as I hadn't reached my deductible yet. Over the course of the next few months January 2022 to April 2022 I sent multiple emails requesting my bill be sent. I had set up a payment plan on my date of service but knew there would be additional bills. Again, my insurance advised me I would be responsible for a large amount. During the course of these emails, I received correspondence but nothing of assistance for what I was requesting. Fast forward to January of 2023 I received 3 bills, it's been over a year. The lack of timely billing is not my responsibility. Per my insurance at the time, this claim was processed back in 2021 when the service was done. Why am I receiving a bill this late after services were rendered when I did my part in requesting bills? I have spoken to multiple people in their billing department, who have all advised me that they didn't receive my account until December of 2022. Where did the whole year go in between my service date and bill date? I would also like to add, after my first bill with no due date they have now sent a second statement March 2023 stating they are sending me to collections if there is no payment made. At the date of service my parents were still financially responsible for me, had this been billed in a timely manner they would have covered this bill. At this time I am requesting a discount on all 3 statements received for my date of service in 12/2021. Attached below are the email communications I made, statement from January 2023, itemized statements I requested and statements from March 2023.

      Business Response

      Date: 05/03/2023

      Thank you for reaching out. We take all concerns very seriously and review them individually. This concern has been addressed and any details of the resolution can be communicated to the patient directly by calling ************


      Thank you

    • Initial Complaint

      Date:03/15/2023

      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.
      In early October my son required services from Simon Med and insurance information was provided and my portion patient responsibilities was paid promptly upon being billed. In fact, we also mistakenly double paid after receiving the second invoice. For the past 4 months now we continue to receive bills and inquiries to the billing department is sent off shore/outsourced to ***** and we can not understand the customer service tech. For what we could understand he rudely advised there was nothing he could do. We have received letters threatening collections and all we are asking for is a refund to the personal credit card we used. I have provided proof of payments from both the insurance company and personal credit card to their customer service email last month and have yet to receive a response. Simon Med should be embarrassed with the level of customer service they provide. All we are asking for is a refund to our personal credit card.

      Business Response

      Date: 05/02/2023

      Thank you for reaching out. We take all concerns very seriously and review them individually. This concern has been addressed and any details of the resolution can be communicated to the patient directly by calling ************

    • Initial Complaint

      Date:03/14/2023

      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 went to Simon ******************** in **************** on 7/27/22 and was told I needed to pay for my MRI upfront, and would then be reimbursed once they received payment from insurance. I paid $844.87 upfront. My insurance then paid once they received the bill from them. I contacted their billing department via phone several times, and each time my account was not accessible due to "system integration." These calls were over a span of 6 weeks. I also emailed them my receipt of payment and a summary of what I needed, no reply to anything. I am still waiting on a refund of $844.87, and all I keep getting told is "Call back in a week or two when the system should be back up."

      Business Response

      Date: 03/24/2023

      Thank you for allowing us time to further investigate this matter. Upon further review we have issued a refund check as of today 3/23/2023 to the patients address on file. Our billing department has made contact with the patient directly to inform her of the check that was mailed out.

       

      Thank you 

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

    • Initial Complaint

      Date:03/14/2023

      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 July 18th, 2022 I went to SimonMed Imaging for two cancer follow-up exams including an ultrasound and chest x-ray. I paid a $40 co-pay and was told that the exams were pre-authorized by my insurance. Months later I received a bill including a test (Vascular Study) that I did not order at a cost of $426.58. I called SimonMed's customer service line in September 2022 and spoke to a representative and explained that the test they were charging me for was not mine and had absolutely nothing to do with why I even went in the first place. The agent at the time told me the charge would be remove. A month later I received another bill and the charge remained. I called back on October 28th, 2022 and spoke to another agent named *******. ******* explained that the issue was with their *************************** and that they'd get back to me. They never did. Now, it is March 2023 and I'm being sent final notice billing which will be sent to a third party credit agency if I don't pay. I did not order or authorize this test and SimonMed doesn't care. This seems like a payment scam to me and its likely they do it with multiple people and just hope they'll pay. I don't know my legal options and refuse to pay out of principal for a test I never wanted or needed. Please note the attached document showing what tests I did require. Nowhere is there mentioned a 'Vascular Study', which has nothing to do with cancer follow-up treatment.

      Business Response

      Date: 04/06/2023

      Thank you for allowing us to investigate this matter. Upon further review and our findings, the patient owes the remining balance of ******. We have attached a copy of the procedure that was done on 7/18/2022.  Per the order the patient needed a ultra sound with Doppler. The ultra sound is one CPT code and the Doppler(Vascular) is an additional CPT code which is why they bill separately. The $****** is the patient responsibility   for the Doppler portion.

      We apologize for any confusion this may have caused.

    SMI Imaging LLC is NOT a BBB Accredited Business.

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