ComplaintsforTouchstone Imaging

• Initial Complaint

  10/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had two visits for two separate procedures at Touchstone Imaging and paid the amounts that both my insurance provider and Touchstone agreed that I owed at the time that the services were rendered. The first visit was on 3/18/22 and the second was on 4/8/22 both paid with a credit card. Luckily I kept those receipts for my records. I got a text from them on 4/22/22 saying that I owed the amount of the first payment. I called and was told that they just had to "apply the payment". A month later (on 5/21/22) I received a bill from Touchstone showing that I still owed the amount that I paid on the first visit. I called them and pointed out that I had already paid my balance in full at the time of services and that this was my second call. They acknowledged their error, although there seemed to be a $9.46 difference between the statement and what I paid. I sent an email detailing their errors (and attached my receipts with copies of their bills which I am attaching to this complaint) and followed up again with a phone call on 7/18/22 since I didn't hear anything. I was told that it was being "escalated" and that "I didn't owe anything at that time". On Friday 9/30/22 I received another text telling me that I owed Touchstone money. I called today on 10/3/22 to inquire what that was about and was told this time that i still owe $96.65 which the clerk that I spoke to could not substantiate. I reminded them of the federal "No Surprises" law regarding medical bills and was told that it "didn't apply to me since I had agreed to pay any amounts due". Apparently these folks feel that they can make up unsubstantiated amounts due and keep asking for more. I would like to warn any consumer that considers using their services that they don't seem to have accurate billing practices and not to trust what they claim to be your "final bill". I have made a formal complaint to my insurance company and hope that they stop dealing with these folks also. Patients BEWARE!

  Business response

  01/27/2023

  Business Response /* (1000, 10, 2022/11/09) */ Touchstone Medical Imaging is committed to our patients' privacy and to complying with all applicable law pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. As it relates to any of our patients, we work very hard and utilize all available tools to estimate the portion of the exam cost that will be the responsibility of the patient (as opposed to what the patient's insurance company will pay). Further, we attempt to make it very clear to patients that the amount we calculate to be the patient's responsibility at the time of service is only an estimate, and that we will not know the actual amount until the patient's insurance company processes the claim and provides us with what is known as Remittance Advice. This is the case for any healthcare company. It is a difficult and complicated process to estimate a patient payment due to the complexity of the healthcare revenue cycle. Touchstone Medical Imaging believes; however, that it is in our patients' best interests to understand what their out-of-pocket cost will be before they purchase our services. Regrettably, sometimes the amount we estimate as the patient's responsibility is incorrect. In the event that we underestimate the amount of the exam cost that is the patient's responsibility, we are required by insurance companies to collect the outstanding amount through a normal patient billing process. Not collecting from patients would be a violation of the obligations we have to the patient's insurance company.

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