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Business Profile

Medical Imaging

Touchstone Imaging Plano

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Imaging.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/14/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Touchstone is playing bait and switch with MRI copay, I had the same problem in 2022, and now again in 2024. I paid my copay prior to MRI then 6 weeks later Touchstone bills me for more than my copay. Touchstone is confused and/or predatory business practices which the surprise billing act should prevent because of the law states no surprise billing after copay is paid. Blatant disregard for the rules, since this has happened twice now proves a pattern of unethical business practices. I spent countless hours solving the 2022 MRI over charge, but I'm not going to waste precious time this go around.

    Business Response

    Date: 01/21/2025

    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 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.

  • Initial Complaint

    Date:04/22/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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.

Touchstone Imaging Plano is NOT a BBB Accredited Business.

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