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.

close

Find a Location

SMI Imaging LLC has 147 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  SMI Imaging LLC

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

• 

  SMI Imaging LLC

  9201 E Mountain View Rd Ste 100 Scottsdale, AZ 85258-5140

• 

  SMI Imaging LLC

  6900 E Camelback Rd Ste 700 Scottsdale, AZ 85254

• 

  SMI Imaging LLC

  2620 N 3rd St Ste 101 # 102 Phoenix, AZ 85004-1153

• 

  SMI Imaging LLC

  6707 N 19th Ave Ste 108 Phoenix, AZ 85015-1105

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:10/14/2022

  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 8-30-21 I went to the Simon Med Location at ******************************************************* for a CT scan. This appointment was booked over the phone with Simon Med and this location was chosen due to the close proximity to my home. During the phone call to book the appointment nor when arriving at the location for the procedure was I advised that this location and/or the actual provider were not in network with my insurance. I was charged for the portion for an in network process before having the procedure completed. I was not provided with any costs of the procedure for either my insurance or me personally other than the ***** they asked me to pay at the time of the service. Unknown to me (until August 2022), they did not have correct information for my mailing address or that they were not in network at the Laveen location. Had I know this, I would have chosen a different location that was in network for the procedure. In August 2022, I received a call from them advising that I owed them an additional ****** and at that time asked that they mail me a bill with a breakdown. I did not know that they were not in network until I contacted my own insurance company. I have made multiple attempts by phone to resolve this concern, asking that they waive the balance due based on their employees lack of disclosure about the out of network issue. Each time being advised that they are looking into it and call back in another 2 weeks. Many weeks have now passed and again I have made several attempts to contact their billing offices only to be hung up on or placed on terminal holds because they have no interest in resolving the issue. They continue to mention the balance has been sent to collections even though I make attempts to resolve.

  Business Response

  Date: 10/27/2022

  Hello,
  
  Thank you for allowing us time to further investigate this matter. Upon review the  balance has been removed from self pay unit status. We have adjusted the balance of $696.16. 
  We apologize for any inconveniences this may have caused.
  
  Thank you,
  ******************

• Initial Complaint

  Date:10/12/2022

  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 scheduled a mammogram and ultrasound on July 20th. They insisted I put a card on file in order to have my appointment. I was assured that I would be notified before being billed any remaining balance that *** be due after my insurance was billed. Instead, I have been continuously billed even after my account was paid in full, and double or quadruple billed each time. I called on September 16th and was told that they would open a dispute and refund the overage of $244.59 that was showing on my account. Instead, I have received no refund and was again charged twice on October 10th for $63.01. Called again and was again told they would escalate and issue a refund. My total owed to them was $81.53. Since July I have been charged:July 20th - $15.00 July 20th - $15.00 July 25th - $66.53 July 25th - $66.53 July 31st - $129.75 July 31st - $129.75 Sept. 12 - $81.53 Sept. 12 - $81.53 Sept. 12 - $81.53 Sept. 12 - $81.53 Oct. 10 - $63.01 Oct. 10 - $63.01 That is an overage of $793.17. And I have requested repeatedly for them to remove my credit card from my account and was told there is no way to do that. These are unauthorized charges, I have revoked my authorization several times. DO NOT PUT YOUR CARD ON FILE HERE!!!!!

  Business Response

  Date: 10/25/2022

  Hello,
  
  Thank you for allowing us time to further investigate this matter Upon review we do see that the patient was due a refund. We have refunded the patients credit card on 10.17.22 $81.53 + 11.18.  We also verified that the account is no longer set up on a auto payments. We apologize for any inconveniences this may have caused.

  
  
  Thank you, 

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

• Initial Complaint

  Date:10/11/2022

  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.

  Due to some medical issues over the past couple of months between me and my 2 kids, I unfortunately had to visit 3 different Simonmed offices about 8 times. The staff at the offices are usually nice, which is surprising considering the equipment they use. At the ***************** over the course of 5 visits, the front staff complain about the computers not working, the printer is broken or out of ink, the internet causing issues with their portal with insurance companies etc. The radiologist complained about the **Ray machine being outdated and broken. The problem got so bad that at my orthopedic doctor ******* they were thankful that I remembered to bring a hard copy of my images from Simonmed since there were issues with the Simonmed portal again.There are also a number of issues with scheduling. On 9/30 in the evening, I scheduled a CT to happen on 10/1. The person I spoke to said it was authorized by insurance and my balance would be *****. The next morning, I received a voicemail from another scheduling rep stating that there is no authorization and my balance would be 300. I called back, and complained to a manager about this confusion. The manager stated that the rep from the evening gave me a promotion price, but the imaging was not authorized by insurance. This manager told me his name was ******, and his phone extension was x2634. He explained to me that I can still go to office and get exam for my son for *****. When I got to the ******* they explained to me that they have no idea who ****** is, and that the cash price for a CT is 150. I tried calling ****** back at scheduling, but then I was told there is no manager called ******, and the extension I have is no good. I was then told to call Compliance at ********** and talked to *****. He said he is not the right person for what I was complaining about. He forwarded me to somebody named ******* I think, who just ended my call by hanging up on me.

  Business Response

  Date: 10/25/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We apologize for any miscommunication in regards to the billing portion of the complaint. However, for this exam as a cash pay patient it is $150.00. If authorization was approved for this exam then payment would have been $50.34. We have reviewed all phone calls between the patient and the scheduling staff. This has been addressed with all staff involved and have offered additional training in regards to this incident. If you would like to proceed with getting this exam done feel free to reach me at ************. Again we apologize for the less than satisfactory experience. 

   

  Thank you,

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

• Initial Complaint

  Date:09/28/2022

  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 keep getting collection bills for services I already paid cash for. Simon Med is also trying to bill my insurance after cash payment was collected. This is fraud. Below is an email from the site manager where I had my services rendered stating the bill was an error. I have attempted to reach Simon Med multiple time with lack of response.From: ********************* <**********************************************> Sent: Tuesday, April 12, 2022 11:42 AM To: ************************* <***********************>Subject: Re: Patient concern- ************************* - URGENT ISSUE *****, Please disregard the bill, I reached out to billing department and had the account has been adjusted. There is a zero balance. I apologize for the inconvenience. ********************* Site Manager- Fashion Square Phone:********************* Fax:************

  Business Response

  Date: 10/03/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. upon review of the account, the balance of $345.00 was adjusted on 9/30/22. There is no balance due on account. We apologize for any inconveniences this has caused. 

   

  Thank you,

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

• Initial Complaint

  Date:09/24/2022

  Type:Billing 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 07/01/22, I paid $63.84 to SimonMed, via my **************** card (see attached), for imaging services received. However, SimonMed continues to bill me for the amount. I have spoken several times to SimonMed representatives who have promised to resolve the matter, but I continue to be be billed. The last conversation I had was with a supervisor, who apologized and assured me she would remedy the situation. Unfortunately, it has not been corrected, and I continue to be billed.

  Business Response

  Date: 09/27/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. After review of the account the proper adjustments have now been made to the account and the account balance is $0.00. We apologize for any inconveniences this may have caused. 

  Thank you, 

  **************** 

  Customer Answer

  Date: 09/27/2022

  
  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:09/02/2022

  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.

  in march of 2022 I went to SimonMed at **** and Tbird for abdominal ultrasound. I had verified with my ins that the **pay was $45. I signed in and handed the clerk a $50 bill and she threw it back at me and demanded I pay $150 or give a credit card. I reiterated that the **pay is only $45. She said it is their policy to charge $150 and they would refund after insurance paid. I said no, I know what the ** pay is. She said that I **uld not have the procedure unless I paid the higher amount. I went to the parking lot, called Humana, they verified that it was indeed a $45 ** pay. Humana called SimonMed and was told the same thing that they would overcharge and refund at their **nvenience. I left, went to work and told my boss who owns a Medical Billing **mpany what happened. She called SimonMed and the lady she talked to said the clerk was wrong and that she would reach out to me. She did. She called, apologized and said that due to the in**nvenience and misinformation that she would schedule the procedure at another location and I would NOT be charged. Against my better judgement I went had it done, was not asked for a **pay. Then the bills came. They supposedly cannot find anyone to "verify my version" of my story and they are sending me to **llections. They do not know deny that they overcharge on purpose. They are referring me to **llections because they say my insurance says I owe it. My insurance is not the one that said I would not be charged. Reading many **mplaints about SimonMed I am seeing this is not an isolated incident.

  Business Response

  Date: 09/08/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We have went ahead and adjusted the patients account due to the inconvenience. The patients balance as of now is $0.00. Please disregard any previous bills in regards to this claim.

   

  Thank you,

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

  Customer Answer

  Date: 09/08/2022

  
  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:09/02/2022

  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.

  CT Scan taken by Simonmed Imaging 6/7/2022 Location: SMI Imaging Ahwatukee ****************************************************************************************************** I went to this location for a CT scan and was told I needed to pay $367.94 the day of my visit. I paid it with my bank card that day. My insurance covered the majority of the bill a few weeks later. My portion of the bill was $33.91, so I waited for a refund but nothing came so I called Simonmed billing and they said I am due a refund of $334.03 and that it was approved on 7/22/2022 and that the refund amount would be applied back to my account within 3 to 5 business days. I have yet to receive my refund and I have called several times and they just tell me to wait. It's been over a month and they are not refunding me. They are giving me the run around. I have my original receipt and also the withdrawal from my bank account and the proof that my insurance covered the bill. I want Simonmed to refund the $334.03 *********************** Simonmed account number ************

  Business Response

  Date: 09/08/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We do see that the patient in due a refund in the amount of $334.03 will be refunded via check for date of service 6.7.22 . We are expediting check to be mailed out to the patients address. We apologize for any inconveniences caused by this. 

   

  Thank you,

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

  Customer Answer

  Date: 09/13/2022

  I havent received the payment yet. If they say they are expediting the payment then I should of received it by now. In fact that is something they have continued to say. I dont believe they do what they say. I will give them 3 calendar days to send my money, if I dont receive it by then I will contact the *********************** and file a complaint with them also.

  Business Response

  Date: 09/15/2022

  Hello,

   

  I was just advised that the refund was released and issued on 9/13/22. 

   

  Thank you,

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

• Initial Complaint

  Date:09/02/2022

  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.

  In late May ***************************************************************** test saying it would likely not be covered by insurance but cost $100.She gave me the business card for a scheduler for SimonMed. I called to inquire about the price and was told it was $89. I agreed and scheduled the appointment for June 2. 2022 at their ***** office. Upon arrival and check in at the 6/2 appointment, I confirmed the price of $89 with the young girl at the check in desk. She confirmed the price but asked for my insurance card, which I gave her. She stepped away and came back and said , and I quote oh your insurance is one of the few that will pay for this test so you only owe a $30 copay. Oh ok I said and I paid the copy. In August 2022 I received a text message with a bill from Simonmed for this procedure charging $534.44 and not the $89 I was quoted when I scheduled the appointment and when I checked in. I called I was told it was because I decided to put it through my insurance and so the rate went up. I explained I did not request they use my insurance, but rather THEY did it and asked for my copy. I was never once told a cost different than $89 and most certainly not $534. I would not have done the procedure nor made the appointment if it were going to cost that much. This feels very much like a self dealing bait and switch scam. I complained to a supervisor who said they would investigate it, but I received the same $500+ bill today on 9/1/2022. This is unethical in the very least, and feels possibly illegal. I told the supervisor I was more than willing to pay the $89 I was quoted but could not pay the $500. She did offer me a discount on the phone but I said it was not fair to charge so much more than was quoted to me when her own employee is the one who changed the billing procedure to my insurance instead of my agreed upon self pay without advising me that doing so could increase my cost by $445 or a 600% increase!

  Business Response

  Date: 09/09/2022

  Hello,
  
  
  
  Thank you for allowing us time to further investigate this matter. Upon review we do find that we did have authorization on file for this claim and should not have received a denial on this. We have sent a corrective claim to Humana to review and correct this issue. This process will take 15 business days to complete. We will have someone from our billing department reach out to the patient directly to follow up. We apologize for any inconveniences caused by this error. 
  
  
  
  Thank you,
  
  ****************** 

  Customer Answer

  Date: 09/13/2022

  The business has not resolved this issue but asked for more time.  Please do not close this claim until it is fully resolved.  Thank you

  Business Response

  Date: 09/15/2022

  Hello,
  
  
  
  The claim should not have received a denial on this. We have sent a corrective claim to Humana to review and correct this issue. This process will take 15 business days to complete. We will have someone from our billing department reach out to the patient directly to follow up. We apologize for any inconveniences caused by this error. 
  
  
  
  Thank you,
  
  ****************** 

• Initial Complaint

  Date:08/29/2022

  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 scheduled a MRI appointment on 8/29/22 for a neck injury. I called on 8/26/22 to verify my insurance went through. They said it was still pending and that Monday I will be good to go. They never called or cancelled my appointment for Monday 8/29/22. When I showed up they told me my insurance never approved it. I called my insurance and they have no record of Simon Med ever calling. On my insurance card it gives the exact directions which clearly they are not following. I attempted to call Simon Med to see what is going on 10 times. They could not help me and kept transferring me to claims department but then the phone would hang up. I have an appointment Wednesday but they still dont think my insurance will be approved but when I called my insurance they said it would only take 24 hrs if they called the correct number. I took time off work and money spent on gas to drive to an appointment that they should have cancelled. I would like to be reimbursed for my work and gas. I also need a manager to call me back so they can have my appointment approved before 8/31/22. This appointment is an emergency as I cant move my neck and this imaging company does not take their test seriously.

  Business Response

  Date: 09/01/2022

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We'd like to apologize for the inconveniences this may have caused. After researching the logs in the patients' chart, we did find that the referring physician was notified of the authorization issue on 08/29/2022. On 08/30/2022 the patient was notified that the insurance plan was out of network. Cash option was offered to the patient, however, the patient declined and stated she would get an order from her PCP a go to a different radiology company. Authorization was initiated through the portal that is used when submitted to the insurance. This was verified with ***** at Cigna p.************ ref#wendyc0830221124am. 

  Again we apologize for any inconveniences this may have caused.

   

  Thank you,

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

• Initial Complaint

  Date:08/24/2022

  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 showed up for my scheduled scan today early. I am being seen on a lien, but the woman was trying to get my insurance information. Then she wanted me to fill out paperwork I had already filled out a month ago about the lien because she said there was no record of it. Which means that they probably sent the scan I had last month to my insurance, or they're double dipping and charging both the lien and my insurance.So I wait for a bit until I'm called back. Once I'm back in the scan room, I'm informed that the type of scan for which I was scheduled wasn't performed at the facility at which the scheduler scheduled me. So not only did I not get my scan, but SimonMed cost me $40+ in rideshares to get to and from the facility. When I asked for reimbursement for the rideshares, I was told they don't do that even though THEY WERE THE **** WHO SCHEDULED ME AT THE INCORRECT LOCATION!!!If you have any choice besides SimonMed for scans, go elsewhere. This wasn't the first time their incompetency screwed me over, but it'll be the last. Unfortunately every doctor near me only wants to send patients to SimonMed, so I have no idea what I can do.Horrible company.

  Business Response

  Date: 09/22/2022

  Hello,

   

  I apologize for the lapse in response. A gift card in the amount of ***** is being mailed out to the patient this can take ******** days to reach her. We apologize for any inconveniences this may have caused.

  Thank you,

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