Complaints

This profile includes complaints for Touchstone Imaging's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Touchstone Imaging has 3 locations, listed below.

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  Touchstone Imaging

  3055 S Parker Rd Ste 103 Bldg A Aurora, CO 80014-2902

• 

  Touchstone Imaging

  12021 Pennsylvania St Ste 106 Thornton, CO 80241-3151

• 

  Touchstone Imaging

  1739 Spring Creek Rd Billings, MT 59102-6747

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.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I received an MRI from Touchstone Imaging on 9/12/24 and was told I had to pay $775 out of pocket when I arrived for my appointment which I did. When I received my Explanation of Benefits a few weeks later, the amount I owed showed $518.07 (an overpayment of $256.93). I contacted the billing department on 12/10/24 with the issue and was told to expect the refund back to my card in 7-10 days. When I expressed concern that I had already been waiting a length of time, I was told it was usually the next day but they have to tell customers 7-10 business days. When I inquired about why I wasn't already refunded, or contacted wasn't initiated by Touchstone, the representative told me that this is a problem that he has seen many times. I would like help in getting my overpayment refunded to me, and also would hope something can be done to prevent this from happening to other customers (not everyone is diligent and I would imagine they have kept a great deal of overpayments from other customers). I have contacted their office again but cannot reach a live person. I have left a message but have not been called back.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I had an appointment scheduled October 7th for a MRI of a tumor in my neck. Prior authorization and referral sent by my insurance, and Cigna informed me with my benefits, I was only to pay $******. Approval #A71295682. When I went to the ******* location the front desk lady was **** and informed me to go back and have my imaging, I was to pay $539 up front because they claimed my insurance deductible wasnt met and that my coverage reset at of August 1 (which was untrue as its calendar year Jan 1st as explained by Cigna.). Obviously unable to come up with $539 when I brought $******, I was forced to leave and not get the imaging needed. I called my insurance who again confirmed that I was only to pay $****** and even gave me a reference number for Touchstone Imaging to use when contacting my insurance. **** called me back at 1pm to let me know that she called my insurance and that I was wrong and was to pay $539 at the time of service. October 9th, I had to take a small personal loan out to pay the $539 and had service in the ******** location. Come to find out, my insurance sent them payment for $431.20 and thus, I was only to have paid ******. November 4th I called on a three way call with my insurance to find out they new about the overpayment October 22nd and when I asked why they didnt let me know, ***** from Cust. Service told me we have 90 days to submit a refund. Being frustrated I demanded to know why they didnt even give me, the overpaying customer, a simple notice of refund. Yada yada yada she told me she would process a refund to the card I used on file and would be back to me 7-10 business days. Called today to check on the status, and was told it was mailed via check nov 5th. When I asked for a tracking number, I was told to use the name *** when calling back. As a customer, this corporation makes you feel in the wrong, theyre rude, lack any compassion or communication but they want MY money even though they **** at doing their job

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 complaint is filed with Touchstone Imaging in *****************. On February, 12 2024 I received an imaging procedure of my neck and thyroid area. The procedure went very well and follow up information was very prompt. My pointed complaint is with billing and an overcharge. When I was checked in I was told my copayment was $180 which I questioned but was told if it was wrong they would refund my copayment. I double checked if they were in network with Cigna and they were. So I paid the $180 and received the imaging. I waited ********************************************************** full no out of pocket incurred. So I contacted Cigna to see what my actual copay should have been. ****** rep stated I should not have had a copay and we had a conference call with Touchstone billing department. Touchstones representative said she would look into it. Since then I have contacted Touchstone two more times and have received the runaround being promised I would see a refund back on my card in a week to 10 days. This call was on June 4 and still no refund.

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Ive been to this location a few years back and dont recall the experience being as bad as it was today. Today I walked in to your establishment on time for my scheduled appointment. There were 3 receptionists at their desks. The one on the far right (when facing the reception area) looked at me and kept working. The one in the middle never looked up at all to even acknowledge my presence. It wasnt until the person on the end was about to get up from her desk that she just happened to notice I was standing there and proceeded to check me in. She wasnt friendly by any means but at least she noticed me. Did I mention there were NO other patients in the office?!? Once checked in, I sat down and waited to be called to the back. Another patient walked in, and was immediately greeted. They even went as far as immediately greeting the next person that walked in and told them theyd be right with them. The only difference between myself and the others that walked in shortly after me was the color of my skin. It was an extremely uncomfortable and unwelcoming experience. Soon after I left the facility, I realized Id left my water bottle. I walked back in there and still no one acknowledged me. I was able to walk straight to the back and retrieve my water bottle unnoticed and never acknowledged. Im sure thats a security breach for a medical provider. My doctor referred me to this facility and Ill be letting her know about this experience and request that she provide an alternate imaging center because Ill never set foot in this racist establishment. It doesnt cost a dime to be kind. The fact that all 3 of these women were hired as receptionists and are the first impression a patient experiences when entering this establishment is more than unfortunate. I dont know if its a lack of social intelligence, policies not being consistently enforced, or an overall bias when it comes to who they deem worthy to greet but its unacceptable and unkind.

• Initial Complaint

  Date:01/10/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I had a CT scan done at this facility 6 months prior, I asked about the price and they informed me it was $500 self-pay. I had another CT Scan appointment and I called and they informed me $500 self-pay, went into my appointment and when I handed my credit card to the receptionist she told me it would be $500 but if I had insurance it could be less, I told her I had a discount plan but I wanted to do self-pay, she said that if she submitted my discount plan I could pay less than $500 but if the discount plan didn't go through I would get a bill for $500. I got a bill for $1,761.87 which is outrageous. I would have never agreed to this amount, I was talked out of paying $500 and now I'm stuck with this bill and when I call nobody can help me. I will be paying $500 which is what I paid before and I was told at the front desk. I need my bill adjusted to reflect that, account number *********** and Bill ID ************** needs to be adjusted.