Touchstone Imaging

My husband went to the touchstone on Pennsylvania Ave for a copy of his CD and report. They were packed so he left and went to the touchstone on Rosedale in ft worth. They refused to give it to him because he got the scan at Pennsylvania av location. Because of our health issues my husband and I have had multiple scans a year for many years at both locations. It wasn't an issue of access,she just didn't want to do it. My husband, who you remember has multiple health issues, had to go back to Pennsylvania avenue in ft Worth tx for his CD and report. He said they were wonderful to him even though they were obviously extremely busy. So I guess customer service is dependent on location.

Our estimate was over $1000 off for my son. Fort Worth, Rosedale location. Our insurance had approved 4 days prior to our visit. Our insurance company was shocked regarding how off the estimate was. If you're in this area try Envsion off Bryant Irvin. They were spot on for our amount. No problems and results were available days earlier than Touchstone.

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 forumAs 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 In any case, if a patient calls us directly and is due a refund, we are able to refund the patient in several days

December 27, 2016VIA FACSIMILE TRANSMISSION ONLY***-***-***Revdex.com Corporate Office [redacted] *** [redacted] ***Dear Revdex.com Corporate Office,Touchstone Medical Imaging received a complaint dated December 25, The complaint identification number is [redacted] .When an Individual comes to Touchstone Medical Imaging to obtain services, we provide an estimate of financial responsibility at the time of service based upon Information that is provided to Touchstone by that individual's insurance companyThe financial responsibility due at the time of service is noted in writing as being only an estimate, and the amount actually owed after processing the claim sometimes results in a refund due to the individual because of factors beyond Touchstone's control, such as other claims for the individual currently in process or a deductible not yet met.In this situation, the individual had multiple dates of service and paid estimated charges at those times of serviceAfter all claims were processed through the individual's insurance company, it was discovered that the individual was due a refundThis refund was processed and sent to the individual on or about December 1, We apologize for the inconvenience or any misunderstanding regarding our billing process

Complaint: [redacted] I am rejecting this response because: I have sent more information in to be looked overI will wait to hear back from thatKnow one should be told they qualify until the have been totally qualifiedI made my appointment with the knowledge of being covered 100%Being told I owe $more than they charge at $is very wrongEspecially to tell the customer that after they were told they qualify and have the service rendered Regards, [redacted]

Good Afternoon,I apologize for my late response as I have been out of the officeI received your notice in regards to case#*** and when we "qualified" her for our assistance program we did not have her supporting documentation (pay stubs, bank statements etc) and based off of the income amount
the patient supplied us up front she qualifiedHowever, when she submitted her financial documents and we reprocessed her assistance application the total income amount increase by about $which then disqualified her for her assistance programWhen we process these on the front end we do not have documentation at time of service and when they are submitted we send them to our billing department to reprocess their application and they will then send notification to the patients about their statusPlease let me know if you need anything else.Thank You,*** ***Assistant Manager - BurlesonTouchstone Medical ImagingTel: ***-***-***Cell: ***-***-***Fax: ***-***-***

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.  In any case, if a patient calls us directly and is due a refund, we are able to refund the patient in several days.

December 27, 2016VIA FACSIMILE TRANSMISSION ONLY[redacted]Revdex.com Corporate Office [redacted] 
[redacted]Dear Revdex.com Corporate Office,Touchstone Medical Imaging received a complaint dated December 25, 2016. The complaint identification number is [redacted].When an Individual...

comes to Touchstone Medical Imaging to obtain services, we provide an estimate of financial responsibility at the time of service based upon Information that is provided to Touchstone by that individual's insurance company. The financial responsibility due at the time of service is noted in writing as being only an estimate, and the amount actually owed after processing the claim sometimes results in a refund due to the individual because of factors beyond Touchstone's control, such as other claims for the individual currently in process or a deductible not yet met.In this situation, the individual had multiple dates of service and paid estimated charges at those times of service. After all claims were processed through the individual's insurance company, it was discovered that the individual was due a refund. This refund was processed and sent to the individual on or about December 1, 2016. We apologize for the inconvenience or any misunderstanding regarding our billing process.

Complaint: [redacted]
I am rejecting this response because:
I have sent more information in to be looked over. I will wait to hear back from that. Know one should be told they qualify until the have been totally qualified. I made my appointment with the knowledge of being covered 100%. Being told I owe $400 more than they charge at $525 is very wrong. Especially to tell the customer that after they were told they qualify and have the service rendered. 
Regards,
[redacted]