Medical Imaging
SMI Imaging LLCThis business is NOT BBB Accredited.
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Complaints
Current Alerts For This Business
On February 21st, 2024, the business responded to BBB's letter outlining the pattern of complaints with their plans to eliminate the pattern by transitioning to a new billing company. There have been processes implemented to help with billing issues and oversight from multiple departments to ensure a smooth and effective refund process. BBB continues to closely monitor the complaints concerning this business and their effort to improve and reduce future customer complaints.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/22/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
They have been harassing me with 6 texts and 7 calls in the last two weeks. I called them to stop it only to have another call 10 minutes later. I asked for a supervisor and told they were connecting now and have only been put on hold for over 15 minutesBusiness response
01/23/2025
Hello,
Thank you for bringing this to our attention, we have made sure to stop the texts and calls. This was reviewed and completed by a supervisor. We apologize for the less than satisfactory experience.
Thank you,
******* *.
Initial Complaint
01/17/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Surprise location- I had an extremely unprofessional experience with this office and I believe this location is Dishonest. After being rescheduled an hour before my appointment multiple times. Each time Im told the tech has called out, which is absolutely ridiculous after multiple times in such a small timeframe. If the tech called out for the day, why am I being told an hour before my appointment. Ive had to reschedule with my ** that ordered the scan multiple times, rearrange work schedule and childcare, this is extremely frustrating. It is impossible to get ahold of a person in office or the manager. I dont believe this location is being honest, and Im really getting the impression this tech likes to take a lot of half days. The girl I spoke to on the phone did not give me her name, had an attitude, had no regard or consideration for the inconvenience, no explanation of why this tech is never available, and pushed me off to another location. Not sure whose more unprofessional, the tech who keeps calling out, or the scheduler that has 0 regard for other peoples time or health concerns. Calling the main line is pointless. They hand out numbers for the manager either out of service or right back to the call center. I made it very clear and specific I requested the name of the scheduler I spoke to and the managers number. She just kept repeating 1.) my rescheduled appointment day and time. 2.) repeating the name of another location I have never been too. Pointless. Unprofessional. Dishonest. Wouldnt have left a review to the BBB if someone professional from this company actually cared.Business response
02/03/2025
Hello,Thank you for bringing this to our attention. We have addressed this directly with the site and staff involved. If you would still like to complete your exam you can contact us at ************. We apologize for the less than satisfactory experience.Initial Complaint
01/16/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
3/7/2024, I was given the estimate of $1200 when I arrived at the facility for my appointment their credit card machine was down. I paid $500 cash as that was all I had on me. When I received my *** I realized that the insurance company had paid all but $17. I have reached out to this company multiple times for the 6 months and still no refund. I have been told that the cash payment I gave was not applied to my account and they were waiting for the location to confirm the payment. It has been 2 months since I have gotten any sort of update and I have asked for an update 3 separate times. I went in and spoke to the office manager, she stated that she had not got any correspondence from the accounts receivables regarding my account and asked that I give her a few days to look into and she would call me back by Jan 6th 2025. I have still heard nothing and attempts to reach anyone fail.Business response
02/03/2025
In reference to this case, we have requested for our billing team to reach out directly for resolution. We have initiated the adjustment and we are currently waiting on billing to advise on a refund status.Initial Complaint
01/15/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
SimonMed imaging billing has made multiple mistakes on billing from two MRA procedures on 2/1/2024 and is now billing me again for services that were already paid for 9 months ago. Initial claim for services was paid by ************************** on 3/11/2024, and patient had also paid $800 at time of procedure as the "deposit". Fast forward to December of 2024 and I get a notification that they have sent another claim to ****************, and when I call to see what it is (can't see on UHC system) I am told they "forgot" to bill $150 for the dye used during the procedure and so they resubmitted the whole claim again to UnitedHealthcare. When I talk to UHC they tell me that SimonMed hasn't submitted correctly, used the wrong codes, and that they can see they already paid the bulk of the bill. They had them resubmit with correct codes in order for them to collect the $150 still owed. *** processed claim on December 28, 2024 and closed. Then today, Jan 15th I receive a text saying I have a new bill from SimonMed, when I open I see a series of re-charges for the same bill already paid, and reversals, and then a final amount due of $4,213.90 for the same procedure. The amount already paid. Called SimonMed and get some very confused billing customer service that has no idea what is going on, and they say they will "escalate" and for me not to pay. This is the most unprofessional medical company I have ever encountered and I am filing this complaint as I do not trust that they will resolve a bill that should even exist without me constantly hounding them. *** said they will also try to call their back office as they show I should not owe anything. Side note, they also had my mailing address wrong on bill, did not send an email, but I got a text notification of a new bill. Had I not received the text, I would have never know this erroneous bill even existed. This is absolutely terrible billing and customer service for a health care company billing thousands of dollars.Initial Complaint
01/03/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My mother ****** ****** a 3:30pm appointment on 1/3/2024. The tech from Simon Med asked if I could come at 3pm instead I said fine. I ended up not being able to get there due a bad accident causing traffic delays. I contacted customer support who rescheduled it to ****** the same day. We got to the location ****************** Sol where the front desk staff laughed in my face. It was very unprofessional and rude of your staff. I wouldnt recommend this establishment to anyone. This establishment doesnt seem to care about others time, gas and money being wasted.Business response
01/12/2025
Hello,
We apologize for the less than satisfactory experience. We have requested for the site manager to reach out to you directly to go over your concerns.
Thank you,
******* *.
Initial Complaint
01/02/2025
- Complaint Type:
- Order Issues
- Status:
- Answered
I was referred to Simon Med Imaging by my doctor for an ultrasound to make sure a lump was benign. I checked with Simon Med multiple times to ensure that this was covered by my insurance, because I knew I couldn't afford it without coverage. I was told by the Simon Med employee responsible for verifying my insurance eligibility that I was covered. However, Simon Med failed to inform me that the doctor *** read the ultrasound was out of network. This led to me getting a surprise medical bill for over $2,000 almost six months after my appointment. Simon Med refuses to correct their error and expects me to pay this bill in full, which I have refused to do. Simon Meds actions are illegal under the federal No Surprise Billing Act, as well as Arizona Revised Statutes ************. In order for Simon Med to assign me an out of network physician, they were required to have me sign paperwork stating I, the consumer, understand that the doctor is out of network. Not only was this not done, but I was told explicitly over-and over again that I was covered. During the appointment I was with an ultrasound technician, not the doctor, then weeks later my results were read over the phone via a secretary. I never once met, spoke with, or heard the doctor's name that is on my bill. The facts of this case clearly show that Simon Med is engaging in illegal business practices, which is why I do not intend to pay this medical bill. I have told Simon Med that I will pay the bill if they bill it properly through my insurance, however, they never called me back and have continued to send me bills. Simon Med clearly thinks they can get away with defrauding the public for possibly life-saving healthcare just so they can make a few extra dollars at the expense of the consumer. Simon Med's actions have been both unethical and illegal, which is the reason I am making a report to your offices today.Business response
01/19/2025
Hello,We have made direct contact with the patient, he agreed to a self pay rate and asked for a statement in the mail to pay it. This has been resolved on our end.Initial Complaint
12/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
My OB/GYN doctor ordered Pelvic Ultrasound. It was an open order and I chose SimonMed Imaging. Prior to the procedure, I got CPT code for the doctor's order from *************** and I checked with my health Insurance for the estimated cost. It was $199.28 for CPT code ***** using SimonMed as a provider after ************ the visit on 5/24/2024, I was required to pay $393.23. I noticed it was more than the estimate I got from insurance, but I thought I'll get refund after they submit to Insurance. So I paid the amount. At the beginning of Jun, I received a bill in the amount of $187.14 from SimonMed. I checked my Insurance online and found that SimonMed submitted a claim for 3 different CPT codes (*****, *****, *****). On 6/12/2024, I called SimonMed on the phone number listed on the invoice and asked why they claimed for 3 CPT codes. Representative told me those 3 codes are bundled package. Since I did not agree with the answer, I called SimonMed again on 6/14/2024 and told them doctor's order was only 1 CPT code and asked them to review. Representative told me it would take ***** days and hold the bill at that moment.I did not hear from them and received another bill in middled of August with the same amount. On 8/28/2024, I called SimonMed and explain the same thing again. Representative told me they will escalate the complaint. Again, I was told it would take ***** days and hold the bill.I did not hear anything again and received another bill with the same amount on 12/21/2024.I do not agree with SimonMed provide the services not required on doctor's order and patient needs to pay more than they need as a result.Initial Complaint
12/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On October 28, 2024 I had an *** of my brain performed at the SimonMed Imaging facility in *********, ***The receptionist demanded a co-pay of $210.92. I was surprised at the amount, knowing that I had met my insurance deductible for the year.I asked how much the test costs, and she said $498. I did some quick math and told her that I should only be paying around $150 (i.e. 30% of $500). She said that if I had overpaid, they would issue me a refund.After not receiving anything from them for nearly two months(!!!) I contacted ********** Blue Shield, and they confirmed that my contribution should have been only $149.47.I then contacted SimonMeds customer service, and spoke with a guy named ****** who had what sounded like a Filipino accent. He confirmed that I had been over-charged, and that no refund had been issued.I asked him, So, if I had forgotten to contact you, you were just going to keep my money? He said that this was the way their company operated: They always waited until the customer requested a refund.I have a family history of dementia, and am showing early signs myself which was the reason I was having the *** on my brain. It seems that SimonMed assumed there was a good chance Id simply forget, which is why they didnt issue a refund.Can they tell me why I shouldnt file a fraud complaint against them?I think they should refund my $61.45 and then award me an additional $100 for trying to defraud me.Business response
12/30/2024
Hello,
Thank you for allowing us time to further investigate this matter, we do see the patient is owed a refund and will issue that back to the patient.
Thank you,
******* *.
Initial Complaint
12/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I HAVE BEEN TRYING TO GET AN MRI SINCE NOVEMBER. SIMON MED KEEPS CANCELLNIG APPOINTMENTS FOR NO REAL REASONS, INCLUDING "GOING ON VACATION" I EXPRESSED MY SEVERE PAIN AND TIGHT SCHEDULE DUE TO NEW JOB AND NEW HIRE PROBATION. THEY ARE RUDE, THEY KEEP HANGING UP ON ME, TALKING OVER ME, AND WHEN THEY FINALLY SCHEDULED THE APPOINTMENTS ITS TIMES AND DAYS I CANNOT ATTEND. MY INSURANCE APPROVAL EXPIRES 1/2/25 AND THEY ARE NOW TRYING TO SCHEUDLE ME WAY PAST JULY,THIS HAS TURNED INTO AN ABSOLUTE NIGHTMARE. MEANWHILE I CAN BARELY WALK MOST DAYS.Business response
12/19/2024
Hello,
Thank you for bringing this to our attention. We apologize for the less than satisfactory experience. We do see that you are on the schedule now for 12/26/2024. There is a note in the chart that states do not reschedule. If you do receive a call to rescheduled your appointment, please call me to our compliance department ************ Ref # 53839 so I may further assist.
Thank you,
******* *.
Initial Complaint
12/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Simonmed repeatedly lied about talking to my insurance Anthem, and has 9 times deliberately misled Anthem and myself over 5 months, when we tried to obtain a refund for Simonmed's breach of provider contract. As of last week, they continue to lie and do not have an understanding of the case we've repeatedly documented with them.On April 2024 I received a Simonmed ***. I had to pay $1250 out of pocket since they said my insurance (******************) denied my coverage claim.After the *** was done, I asked Anthem why coverage was denied. Anthem said that Simonmed never contacted them with any claim; if they had, the claim would have been Approved.For 5 months, I've been working with IncludedHealth representatives of Anthem. The 9 Simonmed **** that IncludedHealth and I spoke, all promised case escalation, and that i'll receive resolution / refund in a few weeks. None ever respond; when we check back there is no evidence of any documentation of our call or actually escalating, until last week. Anthem and I have full documentation of all calls, including names.Even last week they had a fundamental lapse in understanding, and did not accept that they lied about contacting my insurance so that they would get paid in cash. They instead claim that I paid the remainder balance after insurance already paid, which is patently false and shows complete disregard for any information we've been desperately trying to convey for 5 months.The last contact was with a manager, who promised (yet again) a resolution in a few weeks. At this point their promises are hollow.I require a full $1250 refund before the end of the year. If the refund is given after EOY, I require an additional 33% on top of that ($1660) , since I charged the 1250 to my FSA card. So if I do not get a refund by EOY, I loose the 33% i could otherwise charge to the card for other eligible FSA expenses. I have mentioned this to Simonmed, and they still have not taken action to get me a refund by EOY.Business response
12/30/2024
Hello,
Thank you for allowing us time to further investigate. We are still working on processing your refund. I have requested this to be expedited.
Thank you,
******* *.
Customer response
12/30/2024
This is an unacceptable delay -- at the beginning of December you've already asked me (for the 9th time) for a few additional weeks of delay before getting the refund. This time has now elapsed, and I do not accept the proposal to give more time.
In addition, each time I was told it'd be expedited -- and that never occurred.
Please immediately refund my payment, which you requested from me under breach of contract conditions and false pretenses. After I'm given my refund, you can take however long you want for you yourselves to be reimbursed, but your incredibly slow (and misleading) process is not my responsibility and I should not be penalized for it.
At this point, the refund needs to be the $1662 due to the *** penalty I mentioned in my complaint.
I've been delayed and misled for 6 months with repeated falsehoods and promises of "just a few more weeks, we will expedite it", and Simonmed is completely unprofessional in this matter, and any further delay is unacceptable.
Business response
01/01/2025
Hello,
Our billing department attempted to reach you on 12/31/2024 to confirm the credit card info. Please call back the number left in the voicemail.
Thank you,
******* *.
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Contact Information
16220 N Scottsdale Rd Ste 600
Scottsdale, AZ 85254-1804
Customer Complaints Summary
663 total complaints in the last 3 years.
222 complaints closed in the last 12 months.
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