Complaints

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

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Touchstone Medical Imaging has 2 locations, listed below.

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  Touchstone Medical Imaging

  125 Inverness Dr E Ste 140 Englewood, CO 80112-5138

• 

  Touchstone Medical Imaging

  7615 West 38th Avenue, Suite B115 Wheat Ridge, CO 80033

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:12/31/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 mammograms done at Touchstone Medical Imaging, ********************************* on 4/22/2022, 12/03/2019, and 11/28/2018. In 2024, I moved to ********** and had a mammogram on 10/08/2024 at ****************************************, ******************************. I signed a request for Touchstone to release my previous mammogram films to Scripps and they have been attempting to get my records for almost 3 months. Touchstone either doesn't answer the phone, or tells Scripps they are sending the films but don't. I have attempted to contact Touchstone myself and either get no answer or on the one occasion I did get through to someone I was forwarded to another company who did not have my records. The old mammograms from Touchstone are needed for comparison purposes, and if not provided by Touchstone, as I believe they are legally required to, I will be forced to have additional extensive and expensive testing done that may not be necessary if the prior films were forwarded.

  Business Response

  Date: 01/07/2025

  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 is addressed directly with the patient. 

  Customer Answer

  Date: 01/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Touchstone did call me directly and the records I had been requesting have finally been provided.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This company is a joke and I will never use them ever again. I had multiple ultrasounds done for a pregnancy that was not viable. The service was self pay and PRE PAY. As in, they wont provide services until I paid. I was told $190 for each appointment. That was paid each time. Now I am getting bills and threats of collections if I don't pay the outstanding bill of $250. When I call, I am told "oh yes I see here you did pay, I will send these receipts to the billing **** and they will take care of it." But it never gets taken care of. 3 months later and I have been on the phone with them 10 times to handle this and I am told the same thing every time. This is theft at its finest and I refuse to pay for services I a) didnt receive, and b) prepaid for. Crooks.

  Business Response

  Date: 02/01/2024

  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 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:03/04/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Got referred by my Doctor for a MRI. Made an appointment, was told it was covered by insurance. When I got there and checked in was again told it was covered by insurance. Got a bill for $46 month later. I have tried to dispute it with them but they will not excluded it to anyone to resolve it. They will not provide any paperwork showing that I agreed to be billed have threatened if I don't pay to turn it over to collections. Will never email any of the forms I supposedly signed when I have requested several times. I am paying them out of fear of having my credit score damaged.

  Business Response

  Date: 03/11/2023

  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.

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19538103
  
  I am rejecting this response because:
  

  they say to call them, I did this 3 times. They promised to provide me will follow up and documentation related to my bill and provide proof related to the service.  They never did. The billing department would never escalate me to someone who could address my concerns over the phone. I was always told they would bring it up or bring it to the attention of management and be gotten back to.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/04/2023

  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.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19538103
  
  I am rejecting this response because: This is the same reponce as last time, I have now signed HIPPA to allow this to happen. I have called there phone number for support and get nowhere. Get told they would address it and get back to me or escliate it and get back to me but they never did and just kept sending me a bill and could never prove that I agreed to it when I asked for froms I signed etc.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/18/2023

  As previously mentioned, Touchstone Medical Imaging is 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 patients insurance company will pay).  Further, we attempt to make it very clear to patients that the amount we calculate to be the patients responsibility at the time of service is only an estimate, and that we will not know the actual amount until the patients insurance company processes the claim and provides ** with what is known as Remittance Advice.  Regrettably, sometimes the amount we, and all health care providers, estimate as the patients responsibility is incorrect. 

  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.  A patient may also obtain copies of their medical records directly from the facility they received care.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19538103
  
  I am rejecting this response because: They have been reaching out to me dirctly via phone and email now as opposed to in the complaint, I have quested them on this and why they can not provide the infmaiton in this complaint. They have not answered that question. They also have sent me directly in unencrypted commenication information around this complate that shows conflicting story in between the documents. Thirdly, there is a form they claim I recived, I do not ever remember getting this form and only signiature on it is typed and from was added at exactly midnight the day of that appointment this seems very suspect. I have asked for more info on that and it has not been provieded.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/25/2023

  As previously mentioned, Touchstone Medical Imaging is committed to complying with all applicable law pertaining to patient privacy, including HIPAA.  As a result, we are not able to specifically address the complaint in this public forum. 

  As with any of our patients, patients are encouraged to communicate with our teams directly so we can provide information specific to their care or concerns, as we are not able to specifically address complaints in this public forum (in accordance with HIPAA laws).

  Alternatively, patients may contact compliance directly via our hotline at www.usrs-feedback.com or calling ************.

   

  Customer Answer

  Date: 04/30/2023

   
  Complaint: 19538103
  
  I am rejecting this response because: Again I have tried that and it gets no where or when I do get reached out to I do not get answers that address the issue.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/09/2023

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID ********.  

  
  

  Regards,

  Business Response

  Date: 05/11/2023

  As previously mentioned, to comply with all applicable law pertaining to patient privacy, including HIPAA, we are unable to specifically address the complaint in this public forum. 
  
  Alternatively, patients may contact compliance directly via our hotline at www.usrs-feedback.com or calling ************.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19538103
  
  I am rejecting this response because: I have signed the forms to Allow for HIPA bypase and in the 1 time they responeded to me in privite they did not answer any of the issues either. They continue to not provide proof that I agreed to this charge.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/19/2023

  As previously mentioned, due to the heavily regulated healthcare industry, we are not able to specifically address the Complaint in this public forum.  As with any of our patients, we attempt to address patient concerns directly with the patient.  Patients also have the opportunity to communicate with our compliance team through our compliance hotline at www.usrs-feedback.com. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 19538103
  
  I am rejecting this response because: What regulation is stopping you from discussing this? I have signed a HIPPA release from to allow it? Even then the limited contact I have gotten in my personal email has not been respoonded to once I asked questions. So responding in privite has not happened either.
  
  Sincerely,
  
  *****************************