SimonMed Imaging - Kissimmee — Local services in Kissimmee

I’ve visited both the Heritage and Oak locations, and unfortunately, my experience with the front desk staff at both has been extremely disappointing.

At the Heritage location, the front desk mistakenly created two separate accounts under my name. I was initially told I owed $100 for my testing, then suddenly $380, and was informed I couldn’t be seen unless I paid upfront. The staff ran my credit card, claimed the payment didn’t process, and tried to charge it again. Thankfully, I checked with my credit card company and confirmed the payment had already gone through.

Once I was called in, I explained to the mammogram technician that I had a prior mammogram done there. That’s when she realized the duplicate account error and informed the front desk, who said they would contact IT to correct it. Unfortunately, instead of updating my original account with my new insurance information, they billed my outdated insurance from 2020.

As a result, I received a text stating I owed $1,500 because my insurance was listed as inactive—entirely due to their administrative mistake. I had to call billing multiple times and finally request to speak with the billing supervisor before the claim was properly resubmitted and paid under the correct insurance ID. Now, I’m still waiting for my $380 refund to be processed.

At the Oak location yesterday, I faced similar issues. When I arrived for a chest X-ray, I explained my previous experience and was again told I owed $45 before being seen. After calling Florida Blue, the representative confirmed the service was covered 100% under my plan, and I owed nothing.

It’s deeply concerning that such errors continue to occur at multiple locations. I’m in the medical field and understand billing procedures, but I can only imagine how confusing and stressful this must be for seniors or patients unfamiliar with insurance processes.

The front desk staff at both locations need additional training—particularly in reviewing patient responsibility and verifying insurance information accurately. These errors are unacceptable, especially from such a large healthcare organization. The front desk is the first impression of the facility, and this level of incompetence does not reflect well on the company as a whole. Hopefully management gets this information and truly looks into its front...

My appointment time was moved to a later time than I originally scheduled it for. Unknown reason why.

On day of appointment, I arrived 30 minutes early to fill out paperwork. My appointment for my scan was at 9pm.

There was a gentleman that showed up around the same time as me. He was in the back having tests done for over 2 hours.

The tech came out to the waiting room and got me just before 10pm. This office is scheduled to close at 10pm.

The tech had me change and wait another 10-15 minutes before the gentleman finished his scans.

The tech took me inside. I had to ask for a sheet or blanket to be placed on the machine before I layed down. There was no disposable tissue paper, sheet, or blanket. My gown was open in the back and I knew I was going to be cold. The tech used a crumpled blanket that was sitting on top of a hamper in the room. Unknown if it was dirty and/or previously used on another person and/or if it was clean.

Do not know the reason for the headphones the tech places on you before they start the MRI machine. It blasts music and the volume is too loud.

Aside from the tech giving initial instruction of, "Stay very still, try not to move." The tech did not give me any further feedback while using the MRI machine at any other time.

I did not leave the facility until after 11pm. When I did, I found out from my driver that the tech advised the staff at the Check In desk that I was moving and this caused a delay with my scan.

I feel this is a lie. She never gave me any feedback about this. I've been to other locations recently and had to use an MRI machine. The techs at the other locations would advise when you can breathe, when you need to hold your breath. When you can move, or you need to stay still.

This particular tech did none of this. She was 2 hours behind with my appointment and took longer than the 20 minutes I was advised this scan should have taken.The tech covered how slow she is by stating that a patient is moving and she can't get the necessary scans. I...

Worst customer service ever. The staff doesn't even look at you while talking treating you like a number. Especially the Spanish older lady with glasses who sits up front middle desk. I hope she doesn't treat her family the way she treated me and my daughter. They have my daughter drink a solution for her c. T scan and told her she could wait 20 minutes to get the test done. We did that. We were called. was right outside the door took 1 minute for us to come in and they called someone else. When I asked the front the front desk lady. She looked like she had a attitude.She did not want to look at me at all. She told me she did not know how long it was gonna take for her to be called.Meanwhile, this is a solution that needs to be tested right away.Also she need to get the c t done with additional contrast in her iv. We waited a little while more, as I see more people getting called back to the area to do their imaging. I kept asking the lady how long would it be, she had an attitude, she did not want to reply to me, really, she kind of seemed like she hated her job and we decided after a while to leave. And when I told them that we were leaving, because we cannot wait anymore, they could not care any less. The ladies still did not look at me or try to apologize for anything. I feel like this person should not be working in the front desk as a medical professional. As a medical professional myself, I never treated any of my patients like this and I refuse to let my child to keep coming back here getting treated like this.We will be going to adventhealth from now on. I've tried to call the office to speak to our manager, but that's kind of impossible.Hopefully , someone will help get this person out of that office or retrain them on good customer...