SimonMed Imaging, Inc.

Upon review, it was determined that the refund was processed to the patient on 02/10/2015.  The patient was advised at that time that the refund process can take 3-7 business days, depending on their banking institution.  We have attempted to ensure the patient has received this, but have...

not received a response back.  A message was left for the patient, informing them of this, and asking to contact us if they had not yet received the refund.  We have not yet received a response.  I believe our system to provide accurate information, and that the refund was issued, and that because we cannot reach the patient, this matter will be considered “resolved” until they contact us telling us otherwise.

I've been working with Simon Med since 3-22-16. I have had my appointment cancelled and reschedule twice. A reschedule attempt resulted in a "we have no record of your appointment", another reschedule was cancelled due to the machine being broken (still). I wasn't offered any other resolution or to go to another facility. When I reached out for the 5th time to call, someone came on the line and asked "what can I help you with?" I told them I was trying to reschedule again, and they put my on hold for 10 minutes then I was hung up on. I'm working under extreme pain of my lower back and I can't do anything about treatment until I get this diagnostic test completed. This is this one time- the other time they have had ultra sound techs call out and keep people waiting for hours past their schedule appointment since they have no continuity plans in place for these situations.

Do not use this business. They are a disgrace to medical diagnostic imagining.

I understand your concerns regarding your billing experience, and have thoroughly investigated your concerns.  It appears as though your address was entered incorrectly into the billing system, and although we sent a billing statement on 12/15/14, you obviously did not receive the first...

notice.  We have since corrected the address in our system, and do not anticipate any future issues regarding billing statements.  Secondly, we received the letter you sent as well as payment in full.  This was received on 05/07/2015.  We will apply the payment to your account to reflect a zero (0) balance.  Should you receive another bill before the payment is posted, please disregard as it can take a few weeks to reflect payment in full to your account.  If you have any questions in the meantime, you can contact me at ###-###-####.Thank you for bringing your concerns to our attention.  Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business...

in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This Medical Imaging company has several locations. My complaint is regarding the location at [redacted] [redacted], #[redacted] Phoenix, AZ [redacted]. I was told by my doctor I needed an x-ray. I was given a list of SimonMed Locations. I called the above location to make an appointment and was told that I didn't need to make an appointment that it would only take 15min and I should just come in. When I arrived, I was told that there would be a 45 min wait. I said fine and waited. After four people who had arrived after me had been service and I had waited more than an hour, I asked if I had been skipped. They said no but I had to wait for all the appointments. I would need to wait another twenty minutes. I wait another hour and more appointment show up and another person who come in after me is called in. I then ask to speak to a manager and ask for my paperwork back because I have now had to take a two hour plus lunch and still have not gotten my x-ray. The girl tells me the manager would be right up however, I left after waiting another ten minute and the manager still had not shown up. This is the worst patient procedure I have ever seen. The companied motto is See Tomorrow Today. This is because if you don't have an appointment that they will not give you, you will be there until tomorrow.

Revdex.com Serving...

Central                                    �...⇄ August 29, 2016 [redacted]
[redacted]
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[redacted] | [redacted] | [redacted]
[redacted]
 
RE: Complaint ID#: [redacted]
 
Dear Sir or Madam:
 
We sincerely apologize for the error in billing surrounding the time of service payment for [redacted] at SimonMed Imaging. We wish every patient to have a pleasant experience with our company and we strive to attain that with every visit.
 
We have reviewed and investigated the complaint and have confirmed that the credit card used at time of service has been refunded $294.91 as of 8/29/16; please allow 3-5 business days for the amount to reflect on your card. Additionally, $4.54 of the $355.02 paid at time of service was applied to a previous balance from 2015.
 
Using state-of-the-art information systems, we can estimate what is due and collect appropriately at time of service. The amount can only be an estimate since the deductible changes with every new service provided to a patient. Typically, our systems provide an extremely accurate amount due.
 
Again, we apologize for the confusion surrounding the time of service payment for [redacted]’s recent visit with SimonMed Imaging. We hope [redacted] is pleased with this outcome and considers SimonMed for future imaging services.
 
 
Sincerely,
 
 
 
 
Carley O[redacted]
Compliance Specialist
[redacted]
[redacted]
Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to...

perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for the clarification.  I was able to retrieve the estimate that we provided to the patient at the time of service.  I do understand the frustration, receiving a bill after you were estimated to have a zero responsibility.  In light of this information, I will adjust the bill by %50, making the patient responsibility $518.47.  I apologize for the confusion and incorrect information that was provided during the time of services.  I would like to assure you that our billing team has made great strides in correcting this issue not only in this situation, but for every patient.  We would also like to remind our patients that the estimate that we provide our patients, in simply that, an estimate and may not reflect the most up to date information from your insurance company.  Thank you for allowing me to resolve this matter to your satisfaction, and again, I do apologize for your frustrations.  Sincerely,[redacted]Privacy OfficerSimonMed Imaging

I will accept this but I do not see this refund on my credit card as being posted. Charges are usually shown with in a day. 
 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Mr. [redacted],I apologize for your experience with our billing department and the frustration you've encountered.  To remedy your complaint, your balance has been adjusted to zero.  We have notified your insurance company, as this may affect recent bills that have been...

applied to your deductible.  Should you have further questions, please contact our billing team at ###-###-####.Sincerely,Amy Z[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]

Unfortunately, I am unable to locate this patient in our EMR.  I would like to request additional information (ie., alias, date of birth, or other indentifiers) to be able to assist in resolving this matter.  Thank you,[redacted]Privacy Officer

First of all, if I could give 0 stars I would. My Dr. faxed in a STAT MRI order of the thoracic spine yesterday. I called today to set up an appointment as I have been bedridden for days with a painful back. I was told by Brianna(the scheduler) that I had to wait 5-7 days for an auth from my insurance company. Then she put me on hold for 28 minutes to ask her supervisor if she gave me the correct information. The supervisor, Maria Marron got on the phone and gave me two different answers. She then put me on hold for 19 minutes and connected me with an authorization representative named Sara. The representative said that because I had a STAT order I could come in tomorrow for my MRI. Low and behold another representative, Rachel from Simon Med called an hour later telling me that I absolutely cannot come tomorrow and have to wait for 5-7 days for an auth. I asked her to look up Marias's notes, she said Maria didn't have any notes. She said that she would get all of this figured out and call me before Simon Med closes at 6:00. I waited until 5:55 and called, Rachel was gone. She never did phone me back. I then called at 5:55 and asked for Maria. I was on hold for 15 minutes. I first asked Maria why she didn't take notes of our lengthy conversation. Her reply was that she transferred me to Sarah and that Sarah said I hung up on her. I didn't hang up. Sarah had already confirmed my appointment, she then asked if I knew where the Desert Ridge office was I responded yes then ended the call. What does Sara have to do with Maria taking notes of our conversation? I asked Maria that and her response was that Sara should have gotten back with her. I have spent 3 hours of my time today speaking with incompetent employees of Simon Med who don't notate calls. Simon Med is the most unorganized, disrespectful company that I have ever dealt with. They need to be more patient centric and respectful.

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Just spoke to patient.  This has been refunded and resolved.  Please let the Revdex.com know. Thank you,   [redacted] SimonMed Imaging Privacy Officer & Compliance Assistant

This Medical Imaging company has several locations. My complaint is regarding the location at [redacted], #[redacted] Phoenix, AZ [redacted]. I was told by my doctor I needed an x-ray. I was given a list of SimonMed Locations. I called the above location to make an appointment and was told that I didn't need to make an appointment that it would only take 15min and I should just come in. When I arrived, I was told that there would be a 45 min wait. I said fine and waited. After four people who had arrived after me had been service and I had waited more than an hour, I asked if I had been skipped. They said no but I had to wait for all the appointments. I would need to wait another twenty minutes. I wait another hour and more appointment show up and another person who come in after me is called in. I then ask to speak to a manager and ask for my paperwork back because I have now had to take a two hour plus lunch and still have not gotten my x-ray. The girl tells me the manager would be right up however, I left after waiting another ten minute and the manager still had not shown up. This is the worst patient procedure I have ever seen. The companied motto is See Tomorrow Today. This is because if you don't have an appointment that they will not give you, you will be there until tomorrow.

Mrs.

[redacted],
I

apologize if I was not clear during our conversation yesterday.  I

did apologize for your perception of the treatment you

received.  I have forwarded your concerns to the modality director for

any/all corrective action.  At this...

point, this becomes a matter for

HR, and I cannot provide any details of the handling of your complaint, but can

assure you this has been addressed.  I apologize if this is unsatisfactory

to you, but this is company policy.  You have stated several times that

the treatment was received because your sister has a disability; this is

simply not the case.  What the technologist attempted to informed you

at the time of services is correct in regards to the measurement(s) as well as

the printer.  We

never want a patient or patient’s relatives to feel they received sub-standard

customer service, which is why I offered for you to come back at no charge for

another ultrasound.  I then informed you that you would need to

bring another order from your physician approving the exam.  This is standard

protocol, as we cannot perform an exam (even a repeat exam) without your physician’s

approval first.  When I explained this to you yesterday, you stated that I

was useless and declined this resolution, stating you would rather contact your

insurance company and abruptly ended the call. 
As I attempted to inform

you yesterday during our conversation, this is a standing offer and if/when you

decide to obtain an order from your physician, I would be more than happy to

assist you with a resolution. 
Sincerely,
 

Dear Valued Customer,
 
I apologize for the confusion regarding your recent bill.  The current balance is not for the diagnostic mammo, as we do not bill for exams not provided.  This balance was resubmitted to your insurance due to requested updated information. ...

The current balance on your account is pending until we receive an update from your insurance company, which typically takes 30 business days.  Please reach out to our billing department after the 30 window should you have additional questions.  They can be reached at (480) 809-4350.   
Sincerely,
 
 
Amy Z.

This problem is now being resolved by Simon Med so I will withdraw my complaint. Thank you.

Regards,

 
On Mon, Dec 21, 2015 at 9:25 AM, Cherie [redacted] <c[redacted][email protected]> wrote:This problem is now being resolved by Simon Med so I will withdraw my complaint. Thank you.

I am so angry with SimonMed Imaging, Inc. I would not recommend using their services. Not only did it take me over a month to contact a scheduler, the day of my appointment (after taking medication prescribed for my MRI with contrast) I receive a call telling me that my appointment time has been moved and basically screwing me and forcing the change of ALL OF MY DOCTOR APPOINTMENTS. This place sucks [redacted] and I hope nobody else has to deal with this in their time of medical need.