ComplaintsforTouchstone Imaging Plano

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband is needing to have a ** of his pancreas due to heightened medical issues. He is disabled and requires transportation to and from medical appointments. 3 times he has been scheduled to have the ** performed and 3 times the machines have been broken, non of the times has he been informed prior to the appointment that the appointment cannot be completed. My husband and his transportation assistant has explained this all 3 times. I have left messages for complianc or office manager to contact me but they have not. on the last occasion of trying to speak to someone I was denied by the representative because I would not give personal information first.

  Business response

  04/30/2024

  Touchstone Medical Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern is addressed directly with the patient.  Patients are also encouraged to call the center manager at the location they received services.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They refused to hand me my card back after I requested for her to hand it back to me when she was trying to charge me for services that I didn't receive nor request. When I reached and asked for my card back, she pulled the hand she held my card in toward her and away from me to prevent me from putting it back in my possession. Additionally, I was charged for services I explicitly declined. My radiologist requested images only- I did not need their radiologist to read the images as MY radiologist was requesting images for the purposes of reading.

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/05/13) */ 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. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor. In the alternative, patients may request to speak to the center manager at the location they received services. Consumer Response /* (3000, 7, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact that the clerk refused to give me back my card isn't a HIPPA concern in the least. Business Response /* (4000, 9, 2022/05/23) */ As previously stated, Touchstone Medical Imaging is unable to specifically address the Complaint in this public forum due to HIPAA laws. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Consumer Response /* (4200, 11, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did speak to their manager and nothing changed.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Services were rendered on 12.16.21, at the time of service I made a payment of $100. Received a statement dated 1.11.22 balance $608.80. Made a payment of $108.80 on 1.20.22. Called billing office on 2.17,22 to make a payment and setup payment plan. Made a payment of $100.00 & representative would not take my credit card information to setup payment plan stating my card was expired! I explained to the representative my credit card does not expire until the end of the month and when my bank issue my new card I will call back & update the expiration year the card number would remain the same. The representative hung up in my face! I called back and spoke with another representative and asked for a supervisor and was told one would have to call me back! Gave Representative my contact information after explaining what happened with the other representative for a supervisor call back! I never received a supervisor callback & I continued making payments on 3.16.22 $100.00! On 4.16.22 tried to make a payment online & automated system and would not allow me. Spoke to a representative & supervisor on 4.18.22, both refused my payment & said my account was in collection & my balance was now $485.15 which is incorrect my records show $300.00. Not sure how a paying customer goes to collections & balance increase! I would like for my account pulled out of collections & balance corrected and allowed to finish making payments until my balance is paid in full based off my true balance of $300.00.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/02) */ 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. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor. Consumer Response /* (3000, 7, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has nothing to do with HIPAA, this has to do with the fraudulent billing practice at TouchStone Imaging and the unprofessional staff! Asking for a supervisor that can only return calls, but never get a call back! Their is no medical information nor treatment rendered to me to be disclosed! I ******** ****** give touchstone imaging permission to discuss my healthcare & billing information in a public forum in order for this complaint to be responded to with a real answer and not some excuse on why the issue can't be addressed! Business Response /* (4000, 9, 2022/05/05) */ As previously indicated, Touchstone Medical Imaging is unable to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient.

• Initial Complaint

  02/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Account# ****** - My account with Touchstone Imaging, since partnering with ************ (Dec 2018), has continually had billing issues, specifically coding my procedure as elective. Post cancer surgery Dec 2015, I had to have cat scans done every 6 months for 5 years. Orders were sent to Touchstone from my Oncologist for each of these visits. After every cat scan they performed since their partnership, I have had to contact billing to correct their coding errors (Jan 2019, June 2019, Jan, 2020, June 2020 & Jan 2021) & resubmit to my insurance co (*****), which they covered at 100%. I was told when checking in for cat scans on June 8, 2021 that I would need to pay the portion ***** was not paying. I explained ***** covers these at 100%. She said this was an issue I would need to settle with ***** and unless I paid my portion I would need to reschedule my appt. I ended up paying in order to have scans done that day. I called ***** after my appt and they confirmed they would be paying 100% once they received claim from Touchstone. I made six phone calls to Touchstone's billing dept during 2021 (July 7th - spoke with Anna; July 27th - spoke with Miguel; July 28th - 3-way call with Ella at ***** and Karen with Touchstone; Aug 26th - spoke with Phillip; Sept 15th - spoke with Fred; Nov 11th - spoke with Fred. On the phone call with both ***** and Touchstone, Karen confirmed Touchstone owed me refund but I never received it. In every call billing rep acknowledged procedure code was initially incorrect, it was corrected and resubmitted to *****. Touchstone was paid by ***** at 100%. I never received calls back from managers/supervisors as promised by several of these billing reps and I never received my refund ($191.70).

  Business response

  02/27/2022

  Business Response /* (1000, 5, 2022/02/16) */ 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. Regrettably, sometimes the amount we, and all health care providers, estimate as the patient's responsibility is incorrect. In the event we collect too much from a patient, it is our policy to refund the patient as quickly as possible. In most cases, we are able to automatically refund a patient in two to four weeks after we are notified of how much the patient is actually responsible for by the insurance company. However, in some cases when multiple insurance companies are involved this process can take longer. If patients have questions specific to their account, we request they contact the billing department to discuss.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 83-year-old father was transferred to TouchStone Imaging of Plano on 2/24/21 from a Nursing/Rehabilitation facility for a Brain MRI in because the rehab facility did not have the capacity to do MRIs. TouchStone received both his Medicare and Supplemental Medicare insurance information at check in. TouchStone Imaging filed the claim incorrectly with Medicare and as a result of Medicare declining my father was directly for $2107. After 7 plus calls (weekly and monthly over 5 months) talking to the billing office reps/supervisors, imaging centers office manager and even the collection agency to whom TouchStone assured me the billing would not be sent, they still have not resolved the incorrect billing and have allowed it to go to credit reporting. Each time I talked to someone TouchStone they assured me it would be resolved, which never happened!! I want them to rectify/reverse the credit reporting as they promised would never happen had they billed the insurance correctly.

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/10/23) */ 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 only attempt to collect payments from patients for which we are specifically authorized to do so by the patient's insurance company. We make numerous attempts to collected the owed amount from patients, primarily through mailing statements to patients, over a 90+ day period prior to turning over accounts to a third-party. Consumer Response /* (3000, 7, 2021/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) As previously stated I have attempted multiple times to resolve this issue with phone calls to the billing office, imaging office and supervisors without resolution. They have claimed each time that it was their errorand would resolve the incorrect billing to my father. In all cases following the calls they have failed to do so. They should have file this as a referral from a skilled nursing facility, but refuse to correct. My next step is to file a complaint with Texas Health and Human Services.

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