SMI Imaging
Reviews and Complaints

2023, new referral because of suspicious spot in the brain. the Computer System does not work, and I was asked to pay $500 co-pay even though there should be zero co-pay according to my policy. I was assured that they will check after and I get a refund.

Now I have been trying to get my $500 refund since February. Today is October ! 9 Months!

I have been following up on SimonMeds many times. Every time they ask me to wait 30 days.

I've called and sent emails to Billings and Compliance Departments multiple times: and still was not able to receive an update. It looks like they hope that I give up, so they can keep my money.

I checked out Better Business Bureau and found out that I was not alone who was scammed.

You can find current alerts from Better Business Bureau here: https://www.bbb.org/us/az/scottsdale/profile/medical-imaging/smi-imaging-llc-1126-80000425/complaints

BBB files indicate that this business has a pattern of complaints concerning how consumers allege the business has failed to respond to billing and refund inquiries. The business has failed to obtain pre-authorization from insurance providers before requesting payment from consumers; failed to forward insurance claims accordingly and in a timely manner; failed to report patient co-pay’s to insurance providers, which caused the business to be overpaid. The business has failed to provide refunds as promised; failed to inform consumers of pricing before service; failed to send invoices to consumers in a timely manner; and billed consumers inaccurately.

Minus 1 On 5/13/22 I had a two week previously set apt for 12:50 pm. I got there place was over crowded, some not wearing masks. I waited for about 10 minutes as I was ordered to have 4 CT'S. THE WOMAN ASKS ME TO GO TO THE *** SHE asks my name BDay and I told her I had to use the restroom. I also asked if she my ID. She said no. I have been to a different location at a different time so I thought she has all my data. I came out of the restroom and asked permission to sit in the inner reception area. 1:30 still o one called .e and I was livid. Is what the hold up was and the woman who originally asked my name BDay comes into the area where I was waiting and tells me the do not have the proper information and has to call the DR for more instructions. I said you already stated CT of spine is neck tailbone and one additional item. I said you had this apt for two weeks you couldn't call the Dr *** if there were questions for clarification you had to wait until I come in wait for o er 1and a half hours and then tell me to wait till you get a hold of the Dr ***. How long do you expect that to be. Her response was she didn't know and then asks me what Dr name was.I said I did it know my insurance *** made the apt call them. No we have to call the Dr *** we can reschedule you if you don't want to. I am 78 years old,had to take a Lyft waited an hour between waiting for pick up and delivery in addition to the hour wait and then given forms to fill out. I left and can assure the this place could. Care less about clients. This place in my opinion should be sankshioned. The place overbooks, unmasked are allowed and you are on top of one another like sardines in a can. Then I opted out got home called my insurance and requested they send the paper work to me and was told I had to come in and physically get the paperwork they were not required to send it. Why is this place not condemmend.?

On Wednesday morning, I scheduled an *** for my child who was diagnosed with a suspected stress fracture by calling as the online system was not working properly. An X-ray was inconclusive so an *** was required. I provided the order info and insurance info as requested. The appointment was scheduled for Friday at 4pm. On Thursday morning, I received a call from SimonMed indicating that they needed to reschedule my sons *** because insurance needed the clinical notes to pre-authorize the *** This did not make any sense to me (as an RN I am familiar with pre authorization requirements). It was still over 24 hours before the procedure so why did it need canceled - that was plenty of time for them to get notes and authorization. Even though they did not really need notes. I asked if I could look into this with insurance and was told by the representative that they would just leave the appointment for now. I called insurance and was told that the preauthorization was complete, but while I was on the phone I was told that the procedure had just been canceled. Then, i received a call from SimonMed this time saying that the urgent care doctor canceled the procedure and I should go back to urgent care. This again did not make sense as the urgent care did not have any part of scheduling the *** and didnt even know where I had made the appointment. I confirmed this with urgent care in person. My strong suspicion is that SimonMed of Sun Lakes was trying to clear their schedule for Friday afternoon. I went by the location and spoke to a manager who agreed this was unacceptable and blamed this on a third party scheduling company. However, I cant see how a third party cares to clear a locations Friday afternoon. I have booked an *** with another provider as I will not utilize a company that is so unethical in their practice. I fee this was possibly a fraudulent act as well as being unethical. I will be watching my EOBs closely to make certain I am not billed for the appointment they canceled.

I am urging my doctor's office to use a different radiology service than SimonMed. Since my doctor referred me to SimonMed to get a esophagram last week, here is how my experience went. I tried calling SimonMed to get information on my referral to see where i should I go and if I should make an appointment. Since my procedure requires an X-Ray, I was told those were walk-in only and to go to the closest office to my home I went to your location at 6320 W Union Hills in Glendale, AZ, after waiting for 10 minutes for the front desk person to become available, she explained that X-Rays are walk-in, but the X-Ray person was not there. This was at 330pm Thursday, 9/3. She also was not able to find my referral, even though I have received multiple automated calls from SimonMed saying they have my referral. On Friday, 9/4, I called my doctor and explained that SimonMed is not able to assist nor can they find my record. She said I would need to call because this X-Ray is not normal, and it requires an appointment. I explained to her that Simonmed does not seem to know what it means nor are they willing to help. She gave me a different number to call. I tried to setup my appointmnet online, on the SimonMed site, but my procedure is not listed. On Tuesday, 9/8, I tried calling the office, but call would drop or not go through due to busy signal it sounded like. I tried calling the regular number, after being on hold for 10 minutes, someone named Jessica found my order, and then transferred me without any other info. I was then on hold for over 45 minutes, when an unnamed lady came on the phone, and said she found my order, but there were no details in the order nor who the order came from. She did say that SimonMed transferred to a new system and they were getting used to it. I asked her if she was willing to do a conference call with my doctor, and she put me hold, then disconnected my call. I called my doctor office back, and due to these issues, she made arrangements to get my exam done at another company, and to not use SimonMed.

I scheduled an appointment online for screening mammogram for this morning at the *** location. Since I scheduled the appointment I got numerous reminder calls and text messages reminding me of the appointment, fill out the patent forms, check-in etc. I spent almost couple hours to fill out all the information, scan my insurance card, scan the order provided by my doctor, patient medical information etc. as they kept on sending me all these reminder text messages. When I reached there this morning, I was bluntly told we have to cancel or reschedule your appointment as the Technician quit few days back and we do not have anyone to do your mammogram. So, 1) why did they schedule the appointment in the first place 2) why they did not call me to let me know. I got an appointment reminder call and text message today morning too! 3) Why did they make me fill out all my personal and medical history information when they knew that they were not able to keep the appointment. 4) the front desk person had an attitude; she delivered the news without any apology, empathy, or remorse. I took time off from work and spent my precious morning to go there to hear that appointment is canceled; had to hail a ride to go there as I do not have a car. After coming home, I called SimonMed to schedule an appointment with other location that has a technician and also speak to the Site Manager for the *** location. I told the scheduler what happened. After that she told me that we do not have technicians available for screening mammogram. So I should go elsewhere. I requested the name of the site manager as I would like to provide her/him constructive feedback so that other patients do not have to go through this ordeal. I was only given the first name; was told it is our policy to not give last name as that is personally identifiable information. Refused to give me the site manager's email address as well. Gave me a phone number that no one is answering. If the policy is to not share their manager's name and contact information, then why did you collect all these personal and medical information about me when they very well knew that the appointment is not going to happen. This company is totally unprofessional, lacks integrity and does not care about their customers.

I went to SimonMed for an ultrasound. While at the clinic, the entire staff seemed incredibly nonchalant about their jobs, a clear indicator they're not happy employees. After being quoted ~$36 and later receiving a bill for the same amount, I assumed I had paid in full. It took three requests to finally have them send the test results to my physician. That said, they didn't include where the fibroids were located, key to diagnosing and treatment. They also didn't include the actual film so that my doctor could see where they were. I later received a bill for another $65 that didn't even indicate my previous payment. And after multiple emails that went unanswered, I phoned billing and after on hold for some time, was told that I actually didn't owe this with no further explanation offered. When phoning the San Francisco clinic where I was seen, I spent an hour and was unsuccessful at reaching them, even though I spoke with 7 (!) different associates about how to do that. I also left a message for Medical Records and never received a call back. So I spent 2.5 hours and the cost of a rental car to go get the film. When I complained to the manager about how impossible it is to reach anyone or secure one's medical records, she said 'its just best to physically come here'. Not only that, the images are saved on a CD. Since I don't have a disk drive anymore, I have to mail them to my doctor who must send them to radiology to download AND ONLY THEN she can review them. Not only that, but I went to great lengths to print out your medical record request form (according to the website, necessary even when gathering records in-person) and the manager who gave me the CD rom didn't even look at it and just asked me for my ID. Questions: What about patients who no longer live in the area? What about patients, like myself, that have time sensitive imaging being done? What about patients who don't have access to a fax, the only way individual clinics seem to communicate with the outside world? What is your company doing for patients to make it easier for them to access both their clinic and their medical records? How is this adequate healthcare? You get what you pay for and I highly urge anyone reading this to go with another option. It's simply not worth interacting with a healthcare provider still stuck in 1997.

I made an appointment for MRI online. The front desk clerk Desiree in the San Tan Valley office told me that she didn't have any appointments set up for me and she set an appointment for the 28th of April my appointment was April 16th at 4:40 pm. She was very short and very rude about the appointment because I pushed back saying I do have an appointment I do have confirmation email from you guys saying the appointment is scheduled for today and on my online account. She said that doesn't matter they don't have it in their records. So I showed her my phone the text message and the online scheduling showing that I was scheduled for today. She said that doesn't matter. I asked for a supervisor she said that's my supervisor over there sitting behind her and that was Elizabeth the site manager and she was rude telling me to stand back and she'll be with me. In the meantime the guy called me back for the x-rays on my knees and I spoke with the MRI people in the back and they said they do see my appointment it is there the problem is the doctor didn't get the pre-authorization completed he apologized for it Eric is this guy and he said he would go ahead and personally put a request in to expedite my account. Then Here Comes Elizabeth the site manager back there and she gets in my face and say can I help you and I tell her no and once they get in my face she come right to me asking me between myself and Eric. I told her no and that Eric help me and told me what the situation was. And I spoke with her and told her that she is empowering her employees to be rude to the customers and without your customers they don't need you guys and she said what she wasn't rude with you and I told you she was rude with me and the two people before me she was rude with them also one lady said give her a money back and she'll go somewhere else and she said no that didn't happen so I was very upset and Elizabeth wasn't listening to coach her employees or to see that I am pissed off and she's telling me that there's no problem and I'm looking at your ratings of 1 and that is a reflection on your leadership team that your leadership team is not taking the lead and training your managers your site managers your front desk people and no one is taking charge to help improve your customer satisfaction and that is absolute shame that you guys have a one rating and steal your leadership team is still being rude and your front desk people are being rude I don't get it I don't understand why that's okay with you guys

SimonMed deserves no stars at all. In year 2017 my husband had a procedure done and he insurance EOB show that one of the procedures they billed was inclusive to another procedure, and that my husband had no copay as he was using an HMO in network provider. After many calls and attempts to correct the billing with no response from them, I submitted my husbands payment, minus the amount they were not supposed to charge him as per provider/insurance agreement. I never heard from SimonMed, nor received a statement for the balance. In year 2020, I had no choice but to take my husband back to SimonMed for a new procedure. They billed him for $130.01. That was $116.01 for his current procedure, plus the balance for the 2017 procedure they overcharged. On April 23 I wrote to *** a detailed letter explaining the balance issue, including insurance EOBs, documentation regarding all phone calls and efforts to clarify the 2017 balance issue, and a check for $116.01 to pay my husband's current correct balance. On May 23 my bank has not yet received the check, therefore, to avoid being sent to collection and ruin my credit, I made a $130.01 credit card payment to pay off the account IN FULL, and placed a stop payment for the check that was on a limbo status. On July 20th they posted the $116.01 check that I sent in April leaving the account with a $116.01 credit. There were no open insurance claims and they were not expecting any additional insurance payments, therefore, they created an insurance overwrite for $116.01 charge (debit), to leave my account in zero balance instead of showing the $116.01 credit. Since I had placed a stop payment in May for the check that was on a limbo status, they were not able to cash the check, and had to reverse the check transaction. SimonMed sent my husband a statement for $116.01 for the charges they created to hide the credit he had when they initially posted the $116.01 on July 20th. BEWARE of SimonMed for their DISHONEST BILLING PRACTICES. Yesterday I called them, and after a long wait on the phone, a conversation with a representative that was trying to play games with her words, and a conversation with a supervisor put me on hold and who, after a long wait, told me to disregard the $116.01 statement because the account balance has been corrected to zero. I requested evidence in writing of the zero balance, which she said it will take 7 to 10 business days. This is not a simple matter to disregard. Creating a $116.01 charges to an account, to hide a $116.01 credit is FRAUD, and fraud is a crime punishable by law. BEWARE OF SimonMed.

WARNING DO NOT LEAVE YOUR CARD ON FILE! IF I COULD GIVE NO STARS AND HAVE IT REGISTERED I WOULD HAVE. This is a bad company for as communication. I went out to SimonMed in Gilbert because my doctor is out their. I had x-rays done of my knees. I did not have any money. So the lady told me that she would put my card on file and in 4 weeks they will come and get the payment after the insurance pays their part. The balance was estimated at $73.66. They stated this is what the insurance said it would be. I said, "Alright". We did not speak of a payment plan. I signed no papers to this effect nor did I give a verbal permission to put me on a payment plan. I found out my insurance paid everything except the balance of $117.30. I called Simonmed, thinking that billing would have my card information so that I could tell them to go ahead and take the money out of my account. They told me they have no card on file for me. So I tried calling Gilbert could not get through. I called cooperate office by way of prompt for Dr.s Office and Hospital and finally got someone to talk with. She told me that she would patch me through, Gilbert picked up the phone, I said hello hello, and they hung up on me. So [protected] I went out there to talk with them, I told the lady that billing has no record of my card. She told me she did not understand that because they all have the same system. She stated in 4 to 5 weeks they would come and get the money. I stated it has been 5 weeks already. I told her I did not want this to go 30, 60, or 90 days and mess up my credit. I then talked with her about the phone calls that I made. She then told me that they do not answer their phone. They have no direct line because they are so busy they don't have time to talk on the phone to clients and handle the volume of cliental they have coming into the office. I then came back home and called billing again. The young lady told me that she saw no documentation in my file that I signed a payment plan or gave consent for one. She also stated that there was no card on file. She then put me through to a supervisor. The lady I talked with was name Gale. She stated she was from escalation. So I told her my story and she told me that if I paid my bill I would not get another bill or my account would not be hit by Gilbert now or on a monthly bases because there was no documentation in my file that stated that I had asked for a payment plan. So I paid my bill of $117.30 in full. THEY HAVE BAD CUSTOMER SERVICE. YOU GET MULTIPLE PEOPLE ON THE PHONE AND THE LEFT HAND DO NOT KNOW WHAT THE RIGHT HAND IS DOING. IT IS A LOT OF BAD INFORMATION THAT IS VERY FRUSTRATING. This was a horrible experience for me. I just hope I do not have to wind up getting a lawyer to discuss this bill.

I have never had a worse experience with a business. I should have known better after it took be 2 hours to get an appointment scheduled. I waited on hold, got passed around 4 times to different people and all of that took 2 hours to make a simple appointment and the only location they could get me in for was an hour away from my home even though there are SEVERAL Simonmed's near my home as I live in a urban area. Fast forward to the day before my appointment, less than 24 hours I might add, and I receive a call while I am at work from Simonmed. I was working so I could not answer but they left a very RUSHED voicemail that I could barely understand that they needed some more information before my appointment and to call back the number they provided in the voicemail. I waited 45 minutes to get someone on the phone to ask what further information was being requested. I was told I would need to provide my previous report from an ultrasound I got back in October. I told them I have the report but not the images. I clarified 3 times that it was okay for me to not have the images and just the report for my appointment. I arrived at my appointment the next day, early. I was told I was in the wrong line, no signage indicated that, and when I finally got to speak with someone I was told " We tried to call you yesterday" I responded that I returned that call with the number they provided me. She reported that "we need the images from your ultrasound, the write up is not enough". I asked "why was that not told to me when I scheduled my appointment and I even clarified this yesterday. She responded " that is the call center, they do not know what they are talking about." I let her know that if they are such a problem, why did she ask that I call that number back and not this office directly, to that she had no response. She asked if I could go get the images right then on a disc and bring it back, that was impossible as my doctor was an hour away. I left the clinic with another appointment for 3 days later and almost in tears from anger at the utter lack of organization, preparedness, or professionalism. The lady I dealt with was nice enough but still did not seemed to be bothered by the lack of communication and follow-through on her end. I am a person that is always on-time and prepared for appointments with all documentation ready and everything I need to make the doctors and nurses lives easier. Needless to say, on my way to my doctor's office I passed another imaging center and called them instead, they were fast, friendly and understanding. I decided to wait on hold for another 45 mins with Simonmed to cancel my appointment with them, the representative I spoke with was very friendly but I refuse to use this facility ever again after seeing how a really professional imaging center deals with their patients.

I had an appointment on Saturday October 23rd at for an *** of my left foot and ankle. I arrived to the SimonMed location on *** in ***, *** 15 minutes before my appointment. As I walked through the door, I was greeted with an a very unfriendly "What do you want?". I replied with, "I have an appointment at ... for an ***" and gave my name from there. There was no acknowledgement that I indeed had an appointment and had to ask the person sitting in the front desk chair if I was at the correct location. I received no reply to my question, but instead got a quick reply that I needed to pay $466.14 with "I already called your insurance company and that is what you have to pay". As I looked for my card, she rudely added, that I needed to complete the following paperwork (a clipboard was pushed my way, hard - it almost fell - I caught it - no sorry from her). Once my payment was processed and I returned my papers and clipboard to her. She took me back right away, showed me where to place my belongings and returned to her desk upfront. One of the two technicians working walked up to her side window and proceeded to have a conversation with her about being polite and treating the patients with honor and respect. This conversation went on for about *** minutes while I waited for the *** tech to complete her work for my exam. The words that stood out to me were " I hate all these patients. They are all [censored]." She said many negative words and comments before and after that statement. However, I was extremely offended by this. I was not rude to her; before or after this statement. I understand she has a difficult job and people are rude. However, we are all individuals. We should be treated as such. I feel sorry for this young lady that the world has done her wrong that she feels the need to take her anger and bitterness out on everyone, even those that are kind and respectful to her. Once the *** tech was ready, she too was rude. I am unsure if SimonMed is really a bad place to work, but the employees are giving off that vibe. Anyways, she told me to take out my nose ring after I told her that I couldn't. I went to the bathroom and tried to remove it. I was in there for two minutes, maybe three and knocked on the door like a debt collector wanting their money now. She ran into the room and told me to hurry. She spoke to me like I was a piece of trash. I explained to her that I was nervous and that I do not do well in small spaces. Her reply, "I don't care. You'll be fine. You are not even going all the way in." The exam lasted 9 minutes and cried the whole time. The interactions I had with your employees/co-workers on this day threw my anxiety over the edge. The young man that helped me up after my test, was so sweet and caring. I wish all of your employees were the same way. If they don't like their jobs, they should leave. Working in the medical field can be very challenging and full of rough spots, but if you can't handle that, you should leave. People need compassion with their care.

I've had problems with Simon Med for years, but my doctors keep sending me to them. If they are not messing up my balance, they are giving me misinformation or losing requests from my doctor. After reading all the complaints on this site, I am convinced that they have some very serious unethical business practices that must be addressed by someone who has the authority to force them to comply with ethical business practices. Today, I had a 8:00am MRI appointment . I made the appointment a week ago. Upon my arrival, I was told that my insurance company had yet to authorized my procedure, so I would need to be rescheduled. I was not happy, since I had been up since 6:30am, in order to make it to my appointment on time. When I asked the receptionist what happened, she told me that 2 days ago, a request had been faxed to my doctor's office in order to obtain notes from my appointments and my doctor's office did not respond. So, I sat down and immediately called my doctor's office and they faxed them right over. When I asked the receptionist if she had received the notes, she informed me that it take hours for faxes to show up in their system and she would have to reschedule my appointment. She suggested that I also obtain a print out of the doctor's notes, just in case they don't appear in Simon Med's records. I was not happy with her response, but I did drive over to my doctor's office and picked up a copy of the notes. The office manager at my doctor's office informed me that they had no record of receiving a request for the notes from Simon Med. She even looked through the que, going back many days. I then drove back to Simon Med and hand delivered the notes to the same receptionist. She informed me that ;she would call me back later to confirm my authorization and she had rescheduled my appointment for tomorrow in the morning. After a few hours, when I had not received a call, I called the main phone number for Simon Med and explained the mix up I experienced that day. The woman I spoke to informed me that she could see my appointment for the next day, but that it's for a CT Scan, not an MRI. Apparently, when the receptionist rescheduled me, she scheduled me for the wrong procedure. The lady on the phone transferred me to the office Manager, Bianca. Bianca told me that she would have to cancel my next day appointment for the morning and reschedule for the evening when there was an available appointment for an MRI procedure. She also promised to call me back by the end of the day to follow up on the authorization. By 4pm, I had not received a single phone call. So, again I called the main number of Simon Med. Mind you, every time I called Simon Med, I was on hold no less than 15-20 minutes before anyone picked up the call. The woman that finally answered my call told me that there was no authorization for my procedure and that the notes indicated that my insurance was inactive. So, I immediately hung up and contacted my insurance company because I knew that couldn't be the case. My insurance company, Bright Health, answered the phone right away and informed me that my policy was active and that they had no record of receiving any calls from Simon Med. So, I called Simon Med again, sat on hold for another 15 minutes. The woman who answered had a very heavy Hispanic accent and I could hardly understand her, but she said to me something like, "Yes, you have received authorization for your MRI". So, then, I decided that I needed to go back to the Simon Med location where my appointment was scheduled to confirm the authorization because I was receiving mixed messages. When I arrived, I was told that my appointment for the next day and been changed to "self pay" and authorization was still being processed. I absolutely lost it at that point. I was in pain and exhausted. I insisted that I speak to office manager, Bianca. I was told that she was a few offices over from where I was and I could just walk on over there. I told the receptionist, who was different than the one that was there in the morning, "no way". So, she called over to Bianca (who had never called me back from earlier in the day) but she was told that Bianca had left for the day. I told the receptionist to get someone else on the phone who had some authority. I forgot the name of the woman I spoke to, but I explained everything I had experience that day to her. She didn't seem to care at all. She told me she would call me back on my cell phone and a few minutes later she did. But then, she proceeded to tell me that someone named Mike would be working on getting my authorization processed and he would call me back. That was around 4:30pm. Around 5pm, Mike calls me and tells me that my insurance office is closed until Monday and so he would have to talk to them on Monday, He also told me that once he received from them what he needs, it could also take another few days to process my authorization. I then informed Mike that I was thoroughly disgusted with Simon Med and that I made the appointment a week ago. My doctor ordered a spinal MRI because I had been through 4 weeks of pain and complete numbness of my right hand since my second COVID shot. X-rays previously ordered by my doctor, and done by Simon Med, showed compression in the spinal area. I've been on pain medication for 3 weeks and under my doctor's care. Simon Med never contacted my doctors office or my insurance company to obtain my insurance status and they lied to me about both. Their receptionist rescheduled me for the wrong procedure and their office manager who promised to take care of things and call me back, never did. When someone else was put "in charge", he tried to contact my insurance company after 4:30pm on a Friday and told me that I would have to wait many more days for an MRI. How this company is allowed to continue these horrible business practices is beyond me. All anyone has to do, is read all the other complaints on this site to see they lie to their patients and do not call them back when they promise to. I think I may have to report them to the Arizona Medical Board.

I've been calling for months for refund, they took payment on 2/9/23 of 935.19, again 5/3/23 of 364.34, 7/5/23 I was forced to a payment plan other side refusal of service so 50 first payment 60.76 every month till November after. On 6/20/23 I asked for a refund was told I had to wait 30-45 days for a refund of 1299.53 ref number [protected]. I called back on 07/25 due to no refund was told 604.35 was approved I should see it within 7 days, which was not the case. I've called 8/2/23 and 9/5/23 still being told it had to be 30-45 days twice to get a refund. Was told I would receive a letter In mail explaining my refunds that as well I haven't received. Anytime I asked to speak to a supervisor. I am told no one is available or they put me on hold then they hang up on me. I've had insurance call with me as well. The amount they owe me is going up every time I call at this point with no end point of a resolution, while my insurance covered all costs so no money was needed from me.

I have had no problems... at all.. with the x-ray technicians nor with the staff at the front desks at SimonMed Imaging. I have been to the SimonMed on Watson Road and the one on McDowell. However, trying to get a CAT scan scheduled has been a MAJOR disater After speaking with a representative I have been transferred to someone else to do the "actual" schedulding. NO ONE Ever picks up the phone. And that is after trying three times yesterday and today!

I even tried to do the on-line scheduling which was recommended with my first phone call. After filling in the on the required spaces and then finally being notified.."schedule your exam"... I had the this hysterical comment pop up..."Unable to schedule your requested exam. Please call our scheduling off!"

Talk about chasing your tail.

I had major back surgery on 6/2/23. I contacted Simonmed Scheduling to set an appointment for a cervical spine MRI w/o contrast the week of August 7, 2023.  I spoke with a representative, who I advised of the stimulator implant, and she requested the model number (SC-1232) and stated she would confer with her manager about the process and viable locations. She returned to the line and stated she was advised by her manager that I must go to a location capable of a 1.5 setting and the locations would be Kissimmee, Longwood, or Sanford; I live in Sanford and opted to make an appointment for 8/14/23, 3:30 pm EST, which was changed the day of, to 3:15 pm (text alert from Simonmed) at that location.

I arrived at the Sanford location around 2:30, provided the order for the MRI and an X-Ray, checked in, had the X-Ray, and was asked for my electro stimulator make and model cards, which I provided my original implant card (2015) as well as the new revision card (6/2023). I was advised the safety department needed copies of my cards and an email to ensure my implant was eligible. After, waiting in pain for an hour and fifteen minutes beyond my appointment time, I was informed I could not have my MRI done at the Sanford location due to a second MRI machine setting that was only available in Kissimmee. Then I was scheduled for 8/31 which falls after my scheduled MRI follow-up with my doctor.

I called and requested to speak with a supervisor or manager a total of five (5) times on 8/14; I was told I would be called back in 1/2 hour once, given the regular scheduling number when I asked for a telephone number for safety and compliance and a number for customer complaints, and left on hold three times until the call resulted in a busy signal; blatant disregard and simply poor business practice.

Further, in preparation of the MRI, I removed a bone stimulator device that I am to wear all the time, therefore missing valuable hours of therapy due to this erroneous appointment and sat there in pain until this was sorted out.  Had it not been for the diligence of office representative Jullisa, the office manager, and the safety division my device could have been ripped from my body and I could have been hospitalized or dead if the MRI had been performed at the Sanford location. This is not merely a harmless knowledge gap that could have caused mild inconvenience; it is gross negligence that could have ended in physical harm and/or death. If managers are not knowledgeable they need to be educated as a matter of safety and compliance or the representatives who schedule appointments should be directed to confer with the safety officers to ensure patient safety, like those who helped to keep me safe today.

Although I was annoyed with the length of time it took, the alternative would have been far worse. Nevertheless, this is unacceptable and should never ever happen again.

On 11/23/2022, I went to have an X-Ray done at Simonmed. I had to pay $54.11. My insurance also paid for this service. Here it is July of 2023 and I still haven't gotten a refund. This should be considered fraud since the service has been paid for twice. 5 phone calls and I have gotten no where. I was told a check was mailed May 4, 2023 but I never received the check. They have my correct mailing address. I can never talk to a supervisor. I was told a supervisor would e-mail or call me with information but I never received an e-mail or phone call. All they tell me is that it has been escalated. Whatever that means. And to think I went and got an X-ray there again last month and had to pay. My husband had X-rays done there in Feb. we paid $121 and the insurance also paid. I guess I will be calling for the next year or so. I didn't want to pay last month when I went I was told if I didn't pay they wouldn't do the X-ray. I now know I can go other places for X-rays. So thank goodness for that.

I paid almost $1000 dollars to SimonMed and they are still asking for another thousand dollars for MRI done in October 12, 2022 (7 months ago!). I've talked to my insurance and SimonMed about this bill for over six months. According to my insurance, SimonMed owes me money. Yet, they have the audacity to charge me another $1000 on a bill I received today. All this while my bill is affecting my FICO credit score and they can't get it together. Customer service said it will take another 30-45 days to review and make necessary adjustments. So another month and half of ruining my FICO score. I am helpless and handicapped by SimonMed regarding credit score

I had an MRI done on 2/24/23 at the Simon Med located at 1110 Missouri Ave in Phoenix. I was told I needed to pay $357 so I did. On 4/10/23 I checked my insurance app and was only suppose to pay $50. Also on 4/10 I called Simon Med billing at [protected] and spoke to Angel S who processed my refund of $307 and told me my money will go back on my debut card and refunds can take up to 30-45 days.

I called again 4/21/23 to follow up on my refund and spoke to Megan G and she told me Simon Meds internal process has changed from the last time I called. Now my refund will be a physical check, sent US mail, 20 days from today's date from their central billing department.

This entire refund process takes way to long and Simon Med needs to be held accountable! They are quick to take peoples money and slow to give it back.

I went into Simonmed to get my son two different MRIs for a brain scan. When I called to make the appointment I was told it would be less expensive to self-pay, this is why I chose Simonmed to began with as every other imaging place was very expensive for this type of test. When I checking in for the appointment I asked the front desk associate to ensure she deleted all of the insurance information provided as I wanted to self pay because my deductible only insurance plan is very expensive out of pocket, and she said she did and I continued to pay upfront for self-pay. I then asked again (because I was concerned they would also *** insurance) are you sure you will not *** my insurance since I am using self-pay today, she said no and giggled and said not to worry at all. I even said please make sure you remove all my insurance information because it will cost me thousands of dollars to go through insurance and self-pay is $600. Sure enough, a few days later I get a claim through my insurance for over $3,615 and that I owe. I called Simonmed and after being on hold for 45 minutes I spoke with an agent who said she saw it went through my insurance what was the problem and I had to explain several times that it should of never ever went through insurance and I paid at the time of the visit for self pay and went on a payment plan for the remainder $500, (the self pay option was $300 a MRI test and I paid $100 at the time of the visit) she said there is nothing she can do and that it already went through insurance unfortunatly so im stuck with their mistake and have to pay that amount billed. I then called back on hold for another 45 minutes to speak with a supervisor (who was rude) and she said said they will investigate and see if they can reverse it to self pay but no guartentee and to call back to see what I owe in *** days. Unbelievalbe!

On December 02 my mother (***) had a preventive CT Colonography screening with the provider in dispute. We received the invoice on January 24, 2022 but it reflected an incorrect service labeled as a Diagnostic screening. I (***) contacted *** to know why the procedure was not being covered and they informed me that the claim was incorrect and that the test needs to be medically necessary. I contacted Simon Med to make the correction. We received the new invoice with the correct procedure on March 21, 2022 although *** denied the claim once again even with the new corrections. I contacted *** once again and they informed me that they were not going to cover the service because the claim needed to be corrected. I informed Simon Med of the problem and I was informed that the claim was correct. I contacted *** and they informed me that I had to pay for the service. The invoice was paid on July 16, 2022. I would like my mother to receive a refund from Simon Med for the amount of $782. My mother was charged the same inflated amount that *** is charged, knowing that *** was not paying for the service. We received the invoice for the amount due of $1,694 which is the same amount that was charged to ***.I was unaware at the time of payment that companies charge more to *** than to people without insurance. I contacted Simon Med to see how much they would charge an uninsured person for the same service my mother received and according to a representative self pay for CT virtual colonoscopy screening in *** at the time of service is $912. Knowing that *** had declined the payment several times, Simon Med should had adjusted the invoice for the amount of $912; after all *** was not the one who was going to pay.Account No.

My OB/GYN referred me to SimonMed for a fibroid embolization. His referral to SimonMed was created because SimonMed is in-network for my BCBSAZ insurance. At the time of scheduling the consultation appointment, I confirmed that the procedure would be in-network with BCBS. I was never contacted to discuss billing for the procedure. Online, it states that SimonMed receives preauthorization for all procedures. I have had multiple surgeries and I have always been called to discuss the billing prior to the procedure. At the time of check in, I was asked to sign some papers about billing. Once again, I asked if this procedure was in-network because I had met my deductible and out-of-pocket *** The person at the counter said it was in-network and that this is paperwork everyone signs. I was not given a paper in front of me, it was an electronic signature. If I was told or shown at any time it was out-of-network, I would have not gotten the procedure done there.BCBSAZ denied my claim stating it was not medically necessary because they do not consider fibroid embolization medically necessary and SimonMed placed an appeal on my behalf. After discussing it with BCBSAZ on 12/7, they stated that the procedure was done by a non-preferred provider, so even if they approve it, they will not approve the full amount. Had SimonMed requested preauthorization, I would have been able to know my options. I was provided inaccurate information about the cost and out-of-network status of the provider at all stages of the scheduling, consultation, and procedure. This was a manipulation of the information process that should have been provided to me by SimonMed, which was requested by me on several occasions.I was purposely misled by SimonMed and the provider was fraudulently represented as being in-network which has resulted in a $70,000 *** that I should not be required to pay.

I was seen on a referral from my primary doctor at the *** location. My insurance had not yet responded with the st for the *** and I was advised that there was a $300 out of pocket option which I was happy to pay. When I arrived I asked again about my insurance and still no response but this is time sensitive since I am now on disability. I nfirmed with the front fest that the fee was $300 I was told it would take an hour so I had no issues making my next appointment. It took 2 1/2 hours and I was unable to mplete imaging due to time frame. A little while after leaving I checked my acunt and I was charged $600. I called immediately and they spoke with front desk employee and I was told there was nfusion on what was to be done and I would receive a call that afternoon and will be refunded $300. I never received a call so I called the next day and I was told it was pending and to call back Monday if I have not received my refund. When I called back Monday they took my insurance again and I guess submitted it? After going back and forth she spoke with a supervisor and then told me it had been submitted to insurance and being so I will not be able to be refunded unless my insurance pays more than the difference and it will take *** days to find out. I hung *** in mplete rage trying to hold back my anger. Then I called again and spoke with a supervisor. She gave me the same story telling me that I had gotten two *** and they are $300 a piece. Why would the front desk tell me it was $300 then charge me $600. I have no idea what was ordered or how billing works. I simply was told the price then handed over my card. After being told I was going to receive a refund I was at ease since I have bills to pay. Seems they just needed time to get their story straight before pulling the rug out from under me. Please let me know if y'all can help in any way.

I want to complain about the scheduling and customer service. I made an appointment for some imaging scans. When I arrived, they said the insurance hadn't approved it. They should have called me to tell me this. Ok, so I made another appointment for a week later. Beforehand, I contacted my doctor (not Simon Med) to have them verify that the insurance approved it. They said it was approved so I thought I was good for my Simon Med appt. But when I get there for the second time, they again said it wasn't approved. They were so rude the whole time. Finally they figured it out and said I had to pay $1000. They never called me in advance to tell me anything. I called my insurance company while I was at the desk to verify this and they said that this was the correct amount. That was a lot so I asked if I could pay half and set up a payment plan. The lady was so rude and just said "no". I needed to get these scans because of pain, so I just paid it. After I got home, I called a customer service number for Simon Med and the lady there said, yes they can always offer a payment plan. She sent a message to the location to contact me. When the manager (Elea) from the Simon Med location called me, she said no, if it was over $800 they don't do a payment plan. That isn't logical. The more you have to pay, you have to pay the whole thing? So if it was just $200 I could have done a payment plan? It was ridiculous. She didn't care either. I had to interact with numerous employees there over the course of the 2 visits and phone call and they were all rude and condescending. They didn't care about me. The manager just said, yes usually we call in advance so you know how much to pay. How does that help me? Usually? Well it didn't happen for me, so how do I know what is your "usual"? They couldn't care less how they made me feel and the inconvenience I had to experience through their own fault.

On 7/23 I had a foot *** done by SimonMed (Daiy City, CA location). Upon arrival, I was told that I would have to pay for the *** in full ($653.22) even though I knew that a portion of it would be covered by my insurance. The choice was to leave and delay this much-needed *** or continue with the procedure and pay in full. Because my need for the *** was time-sensitive, I had no choice but to do the latter. I was given the option of setting up a payment plan and was told that I would be charged monthly (July-Dec) until my insurance approved the ***. After this, they would stop charging me immediately and I would be refunded any overcharged amount. This has not happened:That day, on 7/23, I paid my first installment of $109.On 7/31 I received confirmation from my insurance company that they approved my ***. The explanation of benefits (EOB) document indicated that SimonMed billed $1,689, of which only $367.48 was my responsibility.On 8/23 I was charged my second automatic installment of $109.I called SimonMed on 9/6 and was told that my account balance was $0. I assumed that meant I would no longer be charged.Yet, on 9/23 I was charged a third installment of $109.On 10/23 I was charged a fourth installment of $109, bringing my total paid to $109x4 = $436.00.At this point, I have already exceeded the amount I was supposed to owe.I have not been able to get a hold of the SimonMed billing *** since. Their phone line has a message that says they are short-staffed due to pandemic and that billing questions can be answered using the patient portal. Every time I try to sign up for the portal, I am told that a PIN has been emailed to me, but no such PIN has arrived in my inbox (yes, I have checked spam). At this point I have already paid more than I was supposed to and I have no way of stopping SimonMed from charging me their planned Oct, Nov, and Dec installments.

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.

I visited SimonMed Maricopa location imaging on about 1/28 and after not being informed by front office that my insurance was considered out of network I paid out of pocket at the appointment $713.80. She had said that was all that was owed. A few months later I received two bills from SimonMed. After reaching out by phone and not getting in touch with anyone I reached out via email on or about 10/13. Requesting an explanation when I already paid so much and expressing my frustration. I received an automated response back stating someone would follow up with me and was assigned to a specialist with a case tracking ID. No one ever followed up with me and when I called yesterday and spoke with someone he said that he was not able to make administrative adjustments but would send me via mail a copy of the itemized statements. He said for an administrative adjustment I would have to call the main business line for SimonMed and provided me the number. I was confused but said okay. After speaking with him it seems that SimonMed does not actually do the billing? I am frustrated that after paying all that money without being told prior to my appointment that SimonMed still wants to *** for additional monies when they could just as easily do an adjustment. I tried calling the main business line and had to enter my account number. The automated system stated I owed $0. So again confused and tried to figure out how I could speak with an actual human but couldnt get to anyone. So I planned on emailing today. In search of an email I found my account had been sent to collections. The man I spoke with yesterday made no mention of it. I also had issues with scheduling and part of the issue was getting insurance approval. My appointment had to be rescheduled because of it. You would think at that time when I spoke with them as well they would have let me know. I think business practices need to be greatly improved.

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!

I have a left wrist injury that requires an *** arthrogram. I visited my surgeon on October 1st, *** Hand to Shoulder surgery to check out my left wrist and right elbow. Simon med was immediately able to complete an *** on my right elbow, but have yet to to complete an *** on my left wrist. I have had five appointments scheduled. Four have been cancelled and one scheduled two weeks from now. The first was cancelled because authorization was not received from AETNA. After the authorization had been provided, the *** arthrogram was rescheduled four additional times. Two of those times, it was cancelled because the Simon med customer service scheduled the services at the wrong location. The last time it was scheduled at the wrong location, I received a call from a medical assistant named *** Evenjalista, on Saturday October 31st. She advised that it was scheduled at the wrong location, and rescheduled for Monday November 1st. On that date I received a voicemail from *** that it was cancelled. She left a note to NOT reschedule the appointment, to speak with her directly. She left no extension and no direct phone number. No one at simon med or myself were able to contact her, for 72 hours after she left that voicemail. In the voicemail she left the phone number ***. Which is a simon med automated system. Per the notes left by multiple agents, that location doesn't do left wrist extremities. Finally on Wednesday November 3rd, she called back, EXTREMELY angry, and extremely hostile, and acted like it was my fault that the appointment that previous Monday had been cancelled. NOW the 5th appointment, is scheduled two weeks from now on November 12th. I've been trying to get this *** since October 1st. My wrist is in extreme pain to the point I can't even lift a grocery bag. My surgeon can confirm this. IF i need surgery, it HAS to be completed in 2021, or my insurance is reset and this will cost me at least 300 dollars.

On 05/19/2022 I attended my appointment at SimonMed in ***, *** on ***. Upon arrival, I was ordered to pay an "estimated amount due" of $126.78 in order to be seen (bank statement attached). I found this odd considering I have excellent insurance, but I paid it. I just checked my Explanation of Benefits from Aetna (attached) where it shows I owe exactly ZERO DOLLARS, just as I had expected. In fact, Aetna has already issued SimonMed a payment for the amount of $126.79, which is 100% of the allowed member rate. In other words, SimonMed made me pay 100% of the portion they KNEW my insurance was estimated to cover and will now also be collecting the same amount (a *** difference) directly from Aetna. To be very clear, they KNEW the amount they were collecting from me was not for a deductible, copay, or coinsurance, but the amount they knew Aetna was estimated to pay them directly. It turns out that I am far from the only one who has been a victim of this. For reference are two articles from ABC15. SimonMed patients covered by insurance but told to pay - dated Sep 2021:https://www.abc15.com/news/let-***-know/simonmed-patients-covered-by-insurance-but-told-to-pay Former SimonMed employee speaks out about billing practices - dated Oct 2021:https://www.abc15.com/news/let-***-know/former-simonmed-employee-speaks-out-about-billing-practices Others have obviously felt helpless since SimonMed has refused to stop their deceptive billing practices, but I used to work for a major insurance provider - I know how the contracts work between insurance companies and in-network health care facilities. SimonMed is in breach of contract. I am demanding an IMMEDIATE refund of $126.78 to be received electronically or through check by mail within 14 business days. I will also be providing this report to Aetna so they can open an investigation into SimonMed and pursue this to the fullest extent. If necessary, I will consider a class action lawsuit.

On 9/22/2022 my son needed an ultrasound performed. We went to Simonmed Imaging *** LLC at ***. I gave my insurance information to the front who stated that they would confirm the procedure was covered. I did not allow my son to go in for the ultrasound until I was told by the person at the front desk that the procedure was covered by my insurance. At that point I also asked how much it would cost if it wasn't covered, and was told "about four hundred dollars." A month later I received a bill for $1,396.00. The bill has two items on it. The first is the ultrasound with a cost of $538. The second is for a vascular study at $858.00. Now the fact that my insurance did not cover any part of the procedure I find frustrating given I was told that they had confirmed it would be paid for before I let my son get the ultrasound. And the fact that the cost of the ultrasound was more than what I was told on the day is also somewhat frustrating, however, I was prepared to pay for it as it was in regard to my son's health and I was more concerned with speed than cost at the time. What I find totally unacceptable is the additional charge of a vascular study which wasn't asked for, wasn't discussed and given that my son was in and out, wasn't performed. I went to the location to try to resolve this issue. The person there that day told me that there was no one I could speak to but, as this had happened with other people before, she sent an email to billing explaining the situation. She then told me that I should be contacted by billing within the week. She also said if I wasn't contacted to call billing directly at the end of the week. I waited for more than a week as Thanksgiving fell in the middle and I didn't expect anyone would be working. When I contacted the billing department the person, I spoke with said there was no email in the file, and he would open a ticket for an investigation. I want the vascular study removed from the bill.

I took my wife to get an MRI at Simonmed on 12/28. Due to the pandemic, I waited in the car while my wife went inside. My wife calls me asking how much we had left on our HSA and that we needed to pay Simonmed $200 for a MRI she got done on 11/5 and $400 for that day's MRI. Knowing my plan benefits, I knew MRIs under our plan are free. I proceeded to call *** (our plan benefits provider) to see what's going on. They tell me for the services on 11/5 that *** paid Simonmed on 12/15 and we have no out of pocket responsibilities for that MRI and or any MRI since that's the contract deal Dignity Health has with Simonmed. Not only that how is Simonmed charging $400 for a MRI they havent even performed/billed for yet? I tell my wife that the lady at front desk is wrong and have her call *** to settle this matter. The lady refuses to call, so I ask for a number that *** can call her at. She proceeds to give me a general Simonmed billing inquiries phone number and not a direct number. *** tried calling and after being on hold for a long time, they were only able to help with 11/5 matter, which Simonmed was wrong about, and since *** wasnt dealing with someone onsite but someone at some call center, they couldnt do anything about yesterdays situation. After an hour arguing about billing, I reluctantly gave them a credit card so that my wife can get her MRI done. I have heard from colleagues at work that Simonmed does this. Even the *** rep said they always have issues with Simonmed when it comes to Dignity employees. Funny thing, while my wife and i were dealing with this, my wife told me there was another patient in their having the same issue and calling her insurance. This also happened to one of my friends for $20. Just for some basic math $20 x *** claims = $20k if patients didnt follow up or Simonmed didnt refund you without prompting. Try the math for $600 cause that's what they were trying to get from me. This is almost borderline insurance fraud.

I had a CT scan done on 02/25. When I walked in, the girl at the front desk charged me for an X ray. I told her that can't be right. Then the girl came out to take me for the X ray and she said this is not right. You just had an X ray a week ago. I told her I was there for a CT scan. We all went back to the front desk and the girl pulled up my order for the CT scan. They wanted me to reschedule and I told them no, because I scheduled it for a CT scan and I would wait. The technician told me I would have to wait about an hour. I did. When he finally came out and got me for the CT scan, he kept apologizing and told me everything he was going to look for. When I laid on the table, he even put a warm blanket on me and told me, "I want to treat you good, so when you put in your complaint about us, at least you can say I treated you good." I thought that was odd. I had the scan done on 02/25 and a couple days later, my doctor received the report. I went and looked at it myself and I told her that is the wrong report. I told her the report says I don't have any stones in my gallbladder and one small kidney stone. I said I had my gallbladder taken out in 2006 and I have three kidney stones in the right kidney. She asked Simon Med to resend the correct report and told them what was wrong with it. They sent her a new "amended report" and all they did was add a line on the top of the report that said, "Gallbladder surgically absent." I said that is still not right. I tried speaking with a manager about this and no one was available. I left three different messages for a supervisor and never got a call back. I then got a bill that was wrong. I then fought with the billing department to have them correct that. I told them everything that happened and that I don't feel I should pay for this and he told me it would go to collections and ruin my credit score. I have not been able to get a hold of anyone, (even at corporate.) I paid the balance of $220. I want my money bac