ComplaintsforSMI Imaging LLC

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account # ****** I went to one of your offices in Phoenix, ** in November 2023 for an ***. I paid my deductible of $150.I suffers of clostrophobia and found out the *** equipment was not an open ***. I was directed to another facility wherew they have open *** equipment. I asked for a refund. The employee refused to credit my credit card.I later went to this location and the *** was performed. The employee knew my deductible had already been collected.I received a bill to pay for the same $150 early this year. I am 81 years old and asked my brother, *******, to call on my behald to solve the problem. He made the call and SimonMed credited this account.A week ago, I again receive an invoice for the same deductible. My brother calloed to day and explained the case. The employee who answered the phone had a heavy accent and trying more to speaqk English rater than understanding the problem. She refused to discuss your mistake claiming my brother was not the patient.Your company's reputation is not that good. Do you need me to file a complaint withj AG's office for elderly harrassment?

  Business response

  11/18/2024

  Hello,

   

  Thank you for allowing us time to further investigate this matter. We have reviewed the account and applied the patient payment of $150.00 to the patient account, the account now reflects a zero balance.

   

  Thank you,

  ******* *. 

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have neck issues that cause a lot of problems in my life I needed to get an X ray and had to go three times before they saw me I would arrive bt 4:15 each time and was told I could not be seen even though their website said if there before 4:30 xrays were walk in only Finally I took off work the third time and arrived when they opened to be seen. Now I'm at the stage of needing a MRI this is a scheduled appointment i got to the day before my appointment and they called and said needed to reschedule and so i did another entire week out. New appointment day I admittedly was 10 minutes late and they literally had an empty office no patient at all they tell me we need to reschedule WHAT SERIOUSLY I'm never going to get resolve. My insurance only allows simonmed. I have left messages with complaint directly but they do not even call back. When my insurance only gives me simonmed as an option it is very disheartening to know they do not care at all thus is a medical situation you would think they might have better treatment of patients we are not coming to them for fun.

  Business response

  11/15/2024

  Hello,

   

  Thank you for bringing this to our attention. We have sent this to the manager at the ********. site. We have requested that the site manager calls you directly to address these concerns. 

  We apologize for the less than satisfactory experience. 

  Thank you,

  ******* *. 

  Customer response

  11/15/2024

  
  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

  10/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 29, ******************************** both b****** at this location. I was charged a co-pay, which I expected. I have very solid insurance coverage via ***** with no lapses in coverage. - I provided my current insurance information at that time, and at the time that I made the appointment via the online portal. - My insurance card was again verified at the appointment as well. - On July 5, 2024 I received a bill stating my insurance had declined the claim due to non-coverage. - After several calls, it was discovered that SimonMed Imaging submitted the claim with a prior Group Number that had expired on April 30th, and with the ** Number that went into effect on May 1, 2024. I was billed $945 as a result. - I have had 8 calls between July 5 and the end of August trying to resolve this SimonMed Billing. Each time I was told it was handled and resubmitted. I was even told to ignore the bill by **** there on August 1. This is still unresolved/improperly billed by SimonMed. In addition teams are often off shored and do not understand.-Ultimately I have pursued with *****, my insurer. No resubmissions were ever done by SimonMed. - I continue to receive text messages from SimonMed claiming I owe them $945 ($544 charged twice less my copay of ******). At this point I am afraid this will go to collections based on SimonMed's incompetence.- On 10/30 I connected with Cigna and they have indicated that they have properly resubmitted the claim to the proper Group Number and ** Number. It remains to be seen whether this will solve the situation. I also learned that SimonMed has submitted a duplicate claim, which is why I am being billed for what appears to be 2 services. - Also, the claim cost to Cigna is essentially HALF the charge that SimonMed is billing me for each service -- Cigna claims of $285.12 versus me $544! Also, per ***** my services should be 100% covered - no CoPay - I would like the bill to be satisfied, a refund, & no more contact

  Business response

  11/15/2024

  Hello,
  
  04/29/2024 CPT: ***** RT, ***** LT found claim billed to Cigna Evicore Upon check in imagine found claim denied for Duplicate as original claim denied. The patient will need to contact our billing department to give us correct insurance information. 
  
  Please contact ************ option #1. 

• Initial Complaint

  10/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  THEY DO NOT ASSIST IN ANY MANNER. Waste your time, refuse to take proper and correct information down. They notate illegal medical information, hang up on you, dont listen, ask you ridiculous questions, lie and say they cant hear you. Patient refusal and negligence. Condescending, unintelligent, I have no clue how this company is in business. I am mentally frustrated, financially stressed, and beyond irritated. Illegal business in every manner. All information on my account is incorrect, not updated nor are they billing my correct insurance. Unethical business and refusal of services.

  Business response

  11/04/2024

  Hello,
  

  
  

  One of our compliance specialist has been in contact with this patient to go over and address this matter directly. 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received two CAT scans at the ************* location on 9/2/24. My insurance benefits dictate a copay of $60 for an office CT scan. The secretary advised me I owe my deductible and will not allow me to proceed with the scan unless I pay half the total bill towards that, despite me showing proof that I had a copay. I paid $349 that day. My insurance has ordered my responsibility $60. I have called multiple times for the refund to be issued. I keep being told it is impossible to do so electronically since I paid via debit card. They say my check was mailed on 9/30/24 for $289. It has yet to come to me. I am filing suit with the ** CORPORATE COMMISSION if this check is not in my mailbox or electronically sent back via ACH by 10/31/24. Absolutely ridiculous and will be using a different imaging center in the future.

  Business response

  10/17/2024

  Hello,

   

  Thank you for allowing us time to further investigate this matter. Upon review we do see the patient is owed a refund in the amount of $289.22, a refund check has been mailed out to the patients home address that we have on file. The check mailed was #*********. We apologize for any inconveniences this may have caused. 

  Thank you, 

  ******* *. 

• Initial Complaint

  09/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Sept 20 2024 I had a right hand X-ray to rule out thumb fracture. I advised the pain and bruising were my thumb only and images needed to concentrate there. They refused to ask the physician to do these images while there. When I contacted physician after, they ordered the additional images and I had to drive all the way back and do the additional images. I was advised the report would be in 2-3 business days though they were aware a fracture was likely. By Sept 26 2024 there was still no report. I contacted Simon Medical and an urgent email was sent for a radiologist to read the images and Id allegedly have a report in 24 hours. I advised it was not good enough and was told my call would be transferred then directly to the site the X-rays were done. I went through this call process 3 times that day and all 3 times the call was disconnected. In addition I contacted Simon Medical compliance number and left a voicemail on Sept 26 2024 at 322PM. My call was never returned. On September 27 2024 at 244 pm I sent a fax to Simon Medical advising of the rule out fracture diagnosis, missing report, failure to connect the calls and failure to respond to an urgent email sent to a radiologist to read the films. Simon Medical did not respond to the fax in ANY way. Today Sept 28 2024 has been 8 straight days with no report whatsoever.

  Business response

  10/03/2024

  Hello,
  
  SimonMed is in receipt of this grievance. After further investigation into this situation SimonMed recognizes that the exam was not read in a timely manner however the order from the referring physician was not ordered as a STAT or ASAP, it was sent as a routine.  Per our guidelines routine exams will be read between 5-7 business days. We deeply apologize and have took correct action and had the exam dictated as soon as we could. The report was faxed over to the referring's office as soon as our radiologist was done dictating it. 

   

  Thank you,

  ******* *.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got an order from my cardiologist for a cardiac calcium score to be done at SimonMed. I called their number and spoke to a person who said they needed to transfer me to another ***** from which I got a busy signal and then disconnected. I called back and got voice mail. I left a message that I was trying to schedule an appt. and told them what test. By the next afternoon no one had called me so I called again and left the same message. The next day none had called me back so I left another message. Not hearing anything during the next week I drove to a SiminMed teting location and stood in line. When I got to the front I was told they didn't do that at that location. They told me to call and get an appt. I told them I had called 3 times the previous week with no response. Relunctantly, she then made me an appt. for the test at a location that did that which I had done a couple of days ago. The lady in line behind me said she had the same problem where they did not return her phone calls for an appt. I would just like you to contact them to register this complaint as I have also left 2 phone messages with their compliance ***** about this and they have not called back either after 8 days. People in their 80's should not have to drive to a location to make an appt. By the way I had to pay the full cost of the test as ******** doesn't cover these heart tests. I don't expect any money back. I just want them to retrun calls for appts. Thank you.

  Business response

  09/27/2024

  Hello,

   

  We thank you for bringing this to our attention. I have forwarded this to the site manager to make direct contact with the patient to address concerns on a personal level. 

  I just received confirmation that the site manager was able to make contact with the patient to resolve the issue. 

  We apologize for any inconveniences this may have caused.

  Thank you,

  ******* *. 

  Customer response

  09/28/2024

  
  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

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  date of service is more than a 1 year ago on July 12, 2023, Account: ******, but this is an ongoing issue SimonMed keeps charging me $971 for a mammography routine that I do every year because upon the *** codes used this procedure the charges exceed allowable for this. they did not request prior authorization for my medical insurance and also said to me that they accepted my insurance HPN HMO. I found out this year on April 11, 2024, by text message from Simon Med that I had a bill from them. I put in a claim with my insurance and they answered me that this provider is out of network and that they can't pay for this bill, I spoke with SimonMed finance billing department many times this year, and all the times had different answers and they put the claim many times with my insurance but is denied, also they said that they first understand that my insurance is ******************* I rectified when I spoke with SimonMed that my insurance is HPN HMO and they charge for this kind of procedure too much and if they can reduce the bill a fair estimate, that I am willing to pay and finish this situation. Today September 25, 2024, I spoke again with the finance department said me that not need to be worried because my balance is $0 so disregard the bill because they charged ******** this bill, I said I do not have ******** Insurance, they keep making mistakes, and not have a professional attitude, looks that they mock on me, and looks they don't have the intention to fix the bill to adjusted and charge me incorrect the owed amount.

  Business response

  10/02/2024

  Hello,

   

  As requested, we have reviewed the account and adjusted patient account as Self Pay Unit. Now there is no open balance in patient account. We apologize for the less than satisfactory experience. 

   

  Thank you,

  ******* *. 

  Customer response

  10/02/2024

  
  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

  09/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an appointment at SimonMed for ultrasound. At the time of appointment I knew that I had orders for transvaginal and trans abdominal ultrasounds. ***** the technician said no. Just trans abdominal. I have been having issues with my uterus. I was sincerely surprised. Anyway the appointment was on Saturday afternoon. She did extremely poor job, just little bit here little bit there. There was no report till this morning. I contacted office manager ****** and voiced my concern. This morning there was a report which stated I had both ultrasounds!!!!! Which is a lie. The results are vague and non conclusive as expected. Contacted ****** no response, contacted Simon Med compliance number no response. They are committed fraud stating I had both tests which I obviously did not.

  Business response

  09/23/2024

  Hello,

  Thank you for bringing this to our attention. We have reviewed the patients account and the order sent from the referring provider. When scheduling this patient is what set as a Transabdominal and Transvaginal, however the technologist was correct when explaining that this is only Transabdominal. We have requested for our Radiologist on 9/20/24 to complete an addendum on this report stating that only exam was completed. We have a process in place to get this resolved. 

  We have also reviewed that the correct exam has been billed to the insurance company so nothing further is needed. We apologize if this raised any alarm or confusion, you will get an alert to your patient portal once that addendum is complete. 

  Thank you,

  ******* *. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My doctor ordered an *** on Thursday, Sept 12, 2024. It was a STAT order. Insurance hadn't authorized it so I just paid for it out of pocket. The *** was completed on 9/12/24 at 4:30. The images still haven't been read, nor a report issued. I tried to call the call center and was told I had to talk to the physical location. The physical location does not answer the phone. I had a chat with Anand online. I was told that "It will take 3-5 business days to upload on portal after the exam has been done..." I asked how long it would take if it wasn't a STAT order and was told it was the same amount of time. I asked for a supervisor to speak to and escalate the issue and was told, "Yes, I have escalated it to the concern team, you will get a call regarding the same shortly." I asked for the transcript of the chat and was told they couldn't do that but I could take screen shots.

*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. ↩