Reviews

Review Details

• Review fromVictoria P

  Date: 06/07/2024

  1 star

  Victoria P

  Date: 06/07/2024

  I tried paying prior to entering for my x-rays. I was told no, you have insurance, use it. X-rays without insurance is $75. I had 2 x-rays done. I received my bill for $82.80. I started receiving additional notices stating I didn't pay. I called in to inquire why I'm receiving these notices. I was told that I was paid in full and that sometimes the system is slow to recognize payment. I started receiving past due notices, called in. I was not able to get a clear answer from the person who was trying to help. She insisted that I owed $82.80 and received an original statement for $165.60, which is NOT correct. I received a statement for $82.80, which is what I paid for 2 x-rays. A manager was supposed to call me back and clarify. I'm not sure if they called me or not, I have several random numbers call me a day. I had no voicemails from "Amy" the manager. I received voicemails from other individuals during this time. I call back after not having a voicemail from "Amy" inquiring as to what happened. I'm informed that my insurance doesn't cover the full x-ray. Sure - but if the cost is $75 each for an x-ray, why am I paying $82.80 for an x-ray? I'm told that I should've called my insurance and the facility prior to having the x-ray procedure done. I tried to do that before even scheduling and was told that it'd be $75 or less. The principle of the matter here - this is an entirely horrible way to conduct business and time and time again with every interaction. Inconsistent messaging, inconsistent expectations. Horrible customer service. Own up to what was stated to begin with. Why set inappropriate expectations every step of the way? I tried validating insurance early and was told not to worry. I tried paying before services were provided and was told no. And then I'm going to get charged more than the minimum/worse case scenario of "$75" ??

  Touchstone Imaging Pensacola

  Date: 06/13/2024

  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.