Simonmed Imaging
Reviews and Complaints

Needing an MRI my doctor referred their preferred vendor SimonMed Imaging (SMI) and although I prefer to use another vendor I opted to go with their recommendation; however what a nightmare!

Although I had out-of-town plans during their first available appointment the following week I opted to change my familys plans so I can accommodate getting this done; however SMI called me just one hour before Im heading out the door for the aforementioned scheduled appointment to say they need to reschedule because insurance hasnt approved the authorization yet. And although this is RIDICULOUS since they could, and should, have called me well before Im just getting ready to head out the door for an appointment that was scheduled last week, my insurance (Blue Shield) has never hesitated to approve what I need done; however there has been times vendors have been remiss (AKA LAZY!) in following up on getting said approval!

To make things much worse, I called SMI in hopes to get someone on the phone to discuss this and all I got what their remote call center that, after I asked to speak with their supervisor or anyone at SMI other than their call center I was placed on hold TWENTY FOUR MINUTES before this highly inconsiderate person got back on the phone to insult my intelligence and say, Ive been trying this entire time to get a supervisor on the line but no one is available.

I again asked to speak with one of the two people and he just transferred me back to the queue so I could start all over again (and that was after being on the phone for a half hour thus far!).

In the end SMI I SO SCREWED UP that I ended up just showing up for the MRI and everything went fine! This, however, was only after I called my doctors office who called someone in MRIs back office (Brook?) who confirmed Im still on the schedule (which is why I opted to just show up!).

Sadly, my doctors office said this is not the first time this happened.

Note: After my MRI I asked the receptionist at SMI if I may please have their locations number and she said they have used a call service for the past two months and theres no way to reach someone.

For whatever its worth, the imaging company I have used for years is Carlsbad Imaging and THEY ROCK! Additionally, when you call the nice people there are ready, willing, and able to both answer their phone (unlike MRI where theres a recording!) and youre not treated like a number!

My appointments have been reschedule 5 times in the last 3 months. Yesterday, I got a text that my appointmentwas rescheduledby 5 minutes.

Today I got a text and email I was rescheduled again for 2 hours later. No phone call. There was a REASON I chose today's date and time. Of course, rescheduled in a different office that was literally next door to the appointment I just completed.

Needed a CT and x-rays. X-rays are walk-ins. So, I decided to get those while I was there. Was told by one front desk girl it was just a 20-minute wait.

45 minutes later, nothing. I went back up to the desk to see what was happening. Absolutely lazy young female, who spoke too softly, with her hands in her hoodie pockets said that the "machine was broken." I had sat there in front of her, less than 10 feet from her vision and wasn't notified the "machine was broken."

My complaints are exactly what everyone else has stated. Rescheduling nonsense.

"The machine is broken," nonsense. "The tech isn't here," nonsense. Online scheduling is absolutely user unfriendly. Calling to reschedule is absolutely infuriating, as it's a call center; don't think you can get the actual location on the phone to get around the call center.

AND radiologists MISSING problems on imaging and not dictating them in their reports.

Seems the new owners have turned this place into a typical less-than-mediocre establishment corporation only wanting your money.

I recommend going elsewhere. I'd like to, but any drive from where I live is at least an hour.

I don't know how this place stays in business.

Maybe someone should call Medicare and complain in order to start an investigation. Maybe then their "corporate office" will take note with the threat of not receiving payment Go elsewhere if you can.because Medicare won't reimburse due to these complaints.

As with other complaints, their handling of patients is abysmal and downright stupid.

Horrible I have referral for ultrasound of breast from doctor I have PPO and am willing to pay because I refuse to have radiation shot thru my breast and they refused me service unless I first do the mammogram and then they would do ultrasound this is disgusting it's my body I should be able to have a less invasive option just another way for them to suck more money out of people and insurance companies

Also straight from BBB website:

Pattern of Complaints

BBB files indicate that this business has a pattern of complaints, specifically 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-pays 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. On February 28th, 2023, BBB submitted a written request to the business encouraging them to address the pattern of complaints.

1) 9/19/2024. MRI for abdomen at 7304 E Deer Valley Rd, Thomson Peak Scottsdale location.

I was waiting 1 hour to get to the operating room. The bed linen and pillow looked like 2-3 people had slept there. The technician became unkind when I asked to change the linen. It got worse: when we started the process, the microphone and speaker didn't work, but for the abdominal scan, I had to follow the technician's commands.

We had to stop the scan. I had to leave with nothing. (Maybe the stereo line stopped working just for me?). In any case, I had to leave.

The front desk representative tried to reschedule my scan, but was not able. Later, from home, I managed to make an appointment for the next day, at the McKellips, Mesa location. (A 1-hour drive from home).

2) The next day - I am in Mesa. Guess what, - the receptionist told me that they cannot do an abdominal scan because of some problem with the 3T machine, !!!

On my question about why did they make an appointment for an abdominal scan (?) - I did not get any answer.

3) Only in 2 days, at 2502 E Camelback Rd location, I finally got this scan done. I will never make any more appointments of any kind with SimonMed.

Subject: Urgent Attention Required: Unacceptable Handling of MRI Appointment by Simon Med

I am writing to express my extreme frustration and disappointment with the handling of my MRI appointment at Simon Med. I have been experiencing pain in my left breast since early October and was advised by my doctor to undergo an MRI due to my high risk of breast cancer.

Since October, I have been tirelessly trying to schedule my MRI appointment, only to be met with multiple conflicts and cancellations. After finally managing to secure an appointment for November 6th, I was disheartened to receive a phone call and text informing me that my appointment was not approved by my insurance provider, UMR. This communication came after several hours spent on the phone trying to navigate the complexities of scheduling with Simon Med.

Following further rescheduling efforts, I was notified on the day prior to my appointment, November 15th, that the MRI machine at Simon Med was not functioning, resulting in the cancellation of my appointment. This last-minute cancellation has not only caused me undue stress and anxiety but has also required me to rearrange my work schedule twice in the past two Fridays.

I would like to emphasize that this level of incompetence and negligence is completely unacceptable. I urgently request a call or email from you to discuss how this matter can be rectified promptly.

Furthermore, I trust that you will take immediate action to address this issue and ensure that such oversights do not occur in the future. I look forward to hearing from you at your earliest convenience.

Thank you for your attention to this matter.

Horrible! Had 6:45 am appointment today.

Front desk person was late. Ignored me when I walked in. Finally, front desk person says, "What's your name?" Not good morning. Not may I help you.

Front desk person then says, "We don't do that test here." WHAT?? SimonMed scheduled the appointment with the doctor's order in hand explaining the testing procedures in detail. Front desk person again says, "We don't do that test here." No apology. No offer to reschedule at another location.

Horrible, horrible customer service along with extreme incompetency.

Again, appointment time was 6:45 AM. Wasted over an hour of my time.

Abhorrent and Atrocious customer service. I wouldn't even give it 1 star!!!

I scheduled my first appt at this location and the day before the appt they call to tell me they have no techs, ok fine. I reschedule a week later, that's all they had available. The day of the second appt, 2 hrs before the appt they call me again, no techs available and the only open location is across town in Mesa or Peoria. I asked for a manager to call me...nobody did.

The day of the 3rd appt, 30min prior as I'm literally in my car driving, the alleged manager calls me and tells me the machine is down and we have to reschedule. At this point I'm livid, the manager as she called herself was rude, condescending, and didn't even offer to send me elsewhere until I demanded it. The manager then hung up on me...HUNG UP ON ME as if I am the problem. I will never, never ever use Simon Med again.

Look at the BBB reviews, you will see hundreds of similar complaints of machines being down and techs not coming in and reps or employees doing the same rude behavior...no matter what site you visit. Trust me, go anywhere but here!!

I visited the Baywood location a few weeks ago. Roman greeted me immediately upon entering the facility.

After a few mins. Jada called me to her desk to get some info. and my copay. She was very polite, professional and has a good sense of humor which I like.

Margherita heard me talking and asked was I Ms. Fountain, she remembered my voice from calling to remind me of my appt. Very nice and professional. Then Justin a tech in training informed me that he would take me back.

Lastly, there was Jared the MRI tech. He and Justin tried to find a vein for contrast but to no avail. They explained everything that they were going to do.

I'm in a wheelchair and they both assisted me with all my needs. This staff was so professional, nice and considerate .

I was greeted by Roman immediately after entering the premises. Then after only a few mins.

Jada called me to get my info. And collect my co-pay. She was very nice and professional with a sense of humor which I love. Margherita heard me talking and asked was I Ms.

Fountain because she recognized my voice from when she called me about the appt. Very nice lady. A few mins. Later Justin came and told me that he'll be taking me back.

Very professional, nice, and considerate. Lastly, Jared was my MRI tech. Very friendly, professional, and caring. He and Justin explained everything to me.

Because I'm in a wheelchair they assisted me in all my needs. I give this staff ten stars in customer service and professionalism.

I'll always go to this location. Thank you!

I am unable to set up a patient portal account. It says someone else has an account with my email and phone number.

When we first moved to AZ, my husband needed an MRI, so I used my email and phone number to set up an account. I have had no success trying to get IT support to help with this problem. The virtual chat does not allow you to ask questions regarding this. There is not anyone for you to connect with when you call the Simon Med phone number.

There is no one at a Simon Med site to help you. Simon Med, if you use a patient portal to schedule, check into the appointment, you need someone to help with portal issues. I am an RN with 35+ years of experience.

I have a degree and excellent computer skills. If I can't navigate this site, how can you possibly think the elderly population can?