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January 2024 by Geoff B.
I do not recommend Touchstone Imaging. I showed up to my appointment and they sent me away since they had me down as self pay and told me it would take 3 days to clear insurance. This was after spending a significant time on the phone determining my insurance rate and telling them I wanted to go through insurance when scheduling my appointment. I also filled out their form pre-appointment forms and checked the box I would use insurance. Big waste of my time!
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December 2023 by Evan P.
Coming off a frustrating experience where they screwed up my time and wouldn't perform my service until a time that didn't work for me. Walked in and was asked if I pre checked already. Asked where those papers are and was told they text to me. Went through messages, there was no text from them. At my appointment time the tech went to the front office and I could very clearly hear him say he won't take me because I was late. I got turned away and asked to reschedule all the while feeling they had screwed it up but getting blamed by them. I called their customer service to find out that indeed they screwed up the time. Customer service was helpful but it solves none of my problems. Will they find a sitter for my kids for the rescheduled appointment? Will they compensate my wasted time and resources to make the appointment? Nope, it doesn't matter to them. Besides this appointment, in the past I've spent many appointments sitting in the waiting room well after my appointment times. Overall, my time wasted is higher with this facility than I have with most medical providers. They don't make much effort to make it a positive interaction. The receptionists almost always seem annoyed and the office is outdated. Don't want to spend another minute with this place.
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September 2023 by Kathy S.
Busy place but very good customer service. Very helpful and professional. They returned my calls promptly and courteously.
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March 2023 by Brett H.
Touchstone's billing department is the biggest bunch of incompetent fools collected in one place since Chernobyl. On three separate ocassions over four years I have had to battle for months to get them to recognize payments made to my account. I think they are working with a 1985 IBM 8086 Personal Computer running on Microsoft DOS 3.0 and a Lotus 123 spreadsheet. Ask your doctor to send you Health Images instead of Touchstone. It's so bad at Touchstone, they have some poor fool whose job it is to sit and write responses to Google and Yelp! reviews. Hey, I've got an idea, Touchstone! Hire someone to fix your screwed up biking system. The IRS does a better job!
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October 2022 by Lance L.
This particular location is hard to find with plenty of pre paperwork to fill out for check in, so give yourself about an extra 20-30 minutes to navigate both of these. You check in, in one area, then go to another suite to wait for your procedure. You won't know this unless you read the signs. Building 52 looks exactly like all the others so Google maps will bring to about five different buildings which are not clearly marked. Once you navigate finding the place and all the paperwork, the procedures are standard. I had the first or maybe second appointment that day. Room 180 is where you check in and room 150 is where you sit to be called. The reception lights are off so you're not really sure what's up. I opened the door and a few ladies were down the hall chatting. They were shocked that I opened the door. "Sir, are you checked in"? Yes, I said, myself and another man are here and ready. "Oh, nobody brought us the paperwork". Once I rattled the cage a bit, we were on our way for our procedures. After that it was pretty smooth sailing. So, like I say, give yourself extra time on this place or you will be waiting or possibly late for arrival.
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March 2022 by Mai F.
If you have insurance, please read: They're not honoring in-network copays with the insurance companies they contract with. I am leaving reviews for the 3 Touchstone facilities I know for certain are engaging in this practice. Their staff is very confused regarding copays vs deductibles. For me, it's the difference between paying $150 and $500. I not only lost a few hours on the phone reporting them to my insurance company, but I also lost 4 days attempting to call Touchstone regarding insurance and scheduling, with them failing to follow up. Every time I spoke to someone, I was told they were setting a "task" flag to follow-up with my insurance company. Four days later I learned 3 different people had set tasks but never followed up regarding benefits. Everyone was friendly enough, but it's definitely a wall when you try and explain. Save yourself the time and simply go elsewhere. I called a different in-network imaging place and was scheduled with the correct co-pay within a few hours.
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January 2022 by L V.
If I could give zero stars I would. I got an MRI done on 1/10/22 and it is now 1/18/2022 and my PCP still has not received the images. I went to the office physically to get a copy for my records and the receptionist ensured me they sent over the report. Still nothing from my PCP. When I spoke to the office manager she said they have been trying to fax it but it is just sitting in the que. Not one single person thought that they should probably do something about that since many people are waiting for the images to get the treatment they need. They just thought- oh well, not going through. No initiative on their part to MAKE SURE they get sent. I have a brain injury from a nasty fall, I had a STAT MRI done and 8 days later my PCP still has no images or a report. Turns out I have findings in my MRI and need to see a neurologist. For the past 8 days I have had insane migraines, vomiting, blurry vision and I have been waiting for my PCP to refer me so I can get the care I need. The care I am paying for. Complete lack of common sense to actually do something when reports or images do not go through. Absolutely ridiculous. Malpractice law suite waiting to happen.
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June 2020 by Jodie F.
Covid is still happening people!!! The VERY tiny room where everyone had to check in had 7 people in it that were waiting to give back the paperwork that ONE woman was dealing with. This makes the "distancing" pointless. And paperwork?? Really? There's something called the internet. They weren't even making up for the outdated check-in process by wiping off the clipboards or pens between patients. The suite they send you to for the actual procedure is bigger but they keep the door shut so you have no choice but to touch the doorknob. GROSS!!! You should be keeping it open right now! Not only for the doorknob issue but also also to let the air flow throughout the building. And just a side note- fix your TV connection! It keeps cutting in and out. Get a mitt and get in the game, Touchstone! **Only reason I gave 3 stars was because staff are all very nice and the techs are always amazing. They make up for a good portion of your company's downfalls.
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January 2020 by Patrice S.
I'm sitting in the waiting room right now. I had an 11:30am appointment for an MRI and it is now 12:10pm and still have not been called. I have never been to this location and will never come back. If they can't manage their appointment times I will not return. I never had this problem at Health Images!
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May 2019 by Aran G.
While they may not have the newest or shiniest MRI machines (1.0T and 1.5T for other neuro/tech nerds like myself), what they lack in technology, they more than make up for in customer service and availability. My MRI initially was declined by my insurance company, so my doctor decided to try and submit through Resilience Imaging down in Englewood. It was also denied. Then after approval once the peer-to-peer was completed, the approval was given for the MRIs to happen at Resilience. Well, a week ago, at 6pm, I got a call from one of the helpful people at Touchstone saying they were keeping up with checking my file and saw that my MRI had been approved but with another facility. She gave me very specific instructions to follow to switch the approval to Touchstone, which sounds like a nightmare, but with her help took less than two minutes, not even kidding. Then she told me if I could get it done quickly and call her right back, she could potentially get me scheduled that evening. When I called right back it was after 6:30pm and she picked right up and said she would try and have a scheduler call me that night since she knew I was in a lot of pain. I told her it was so late, it was fine to call in the morning. Nevertheless, just before 7pm, I got a call to schedule my MRI for the following Saturday, about 36 hours wait. When I went in for my appointment, everyone from both the front and back of the office was amazing and very efficient. I was in and out quickly, and was very comfortable during my stay in the MRI tube. Funny thing- I just got a call from the other imaging center, the ones who were given proper notice of my approval, to schedule my MRIs tonight, an entire week after Touchstone contacted me. Unfortunately, Resilience Imaging isn't on Yelp yet for me to write a review since they are so "new and shiny." I would've been an entire week behind, and I've already been sitting here with significant spinal pain for over six weeks. I wish I knew the names of the individuals at Touchstone who were so efficient and did such a great job, so I could compliment them individually, but I was just so happy to be finally scheduling my MRIs I forgot in all my excitement. So, thank you to everyone there for caring about your patients. It's hard to find that now in human medicine. (The only reason I didn't give five stars is because I'm a neuro tech nerd and noticed the outdated equipment- I'm a vet tech and worked in neurology, running MRIs on furry patients for years, so I'm familiar with the technology. Otherwise, I would have given them a full five stars!)
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April 2019 by Erin N.
Touchstone Imaging in Lakewood has a lovely waiting room with coffee, tea, and snacks while you wait which is very nice. The techs that have helped me there are courteous, friendly, and professional. The only downside are the people that are at reception who are brusque and talk over you when you call or visit. They also failed to send my recent MRI to my orthopaedist after my visit. I had to call them a week later to see if they had done so (they hadn't) which held up my other appointment with my orthopaedist.
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August 2018 by Mark P.
This is an amazingly efficient company. Have had to use their services for x-ray and MRI a number of time in the past few years. They get you in and out so fast & treat you so well that I just had to offer this praise.
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July 2018 by Neitsee G.
Buyer Beware--Those with Great Credit will Lose their credit standing if they choose Touchstone Imaging as their health services choice. Even with paying Touchstone Imaging each month for services provided--customers will find themselves subject to the following: Collections Lawyer threat letters Reported to credit bureaus as a Collection Again--this is when the bill is being PAID every month--not one missed month of providing money towards the balance owed. The services provided by the actual site are Great--it is when the services are finished and the questionable fee system is implemented that customers should be very Cautious when choosing Touchstone Imaging.
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December 2017 by Peter P.
Walked in and 10 minutes later x-ray. Very friendly and efficient staff. Aspen at the front desk and Anna as the x-ray technician we're very efficient. I'd like to say hopefully we never meet again but if I must I'd choose this location. Thank you.
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June 2017 by Jenny C.
I had to go here for an MRI. I was able to get in and out in a decent amount of time. The tech who helped me was very nice. My only complaint was that my IV was painful, but I didn't want her to redo it (I just wanted to get it over with!). They had cookies in their office and they smelled great since I had to do my MRI while fasting. Their billing office has been mostly pleasant to work with, and they are letting me pay my bill in installments.
