Avoid using this TouchStone Imaging of Plano!! My 83-year-old father was transferred to this imaging center from a Nursing/Rehabilitation facility for a Brain MRI in February 2021 because the facility did not have the capacity to do MRIs. They had both his Medicare and Supplemental Medicare insurance information. TouchStone Imaging incorrectly filed with Medicare and billed my father directly for $2107. After multiple attempts (weekly and monthly) talking to the imaging centers office manager, billing and even the collection to whom they assured me the billing would not be sent, they still have not resolved the incorrect billing and have allowed it to go to credit reporting. Each time I talked to someone they assured me it was resolved. Nothing but lies!! Beyond incompetent on all levels!! read more

Attention!!!! DO NOT PAY ANYTHING MORE THAN YOUR COPAY A THE TIME OF SERVICE. These people will try to get you to pay way more than your copay saying that your insurance "might not cover". This is total BS. They made me pay $450 and gave me that story. Turns out my insurance did cover it in full less the copay and now Touchstone is holding my due refund of $410 for over a month. My insurance has paid them 3 weeks ago and has proof of the payment received. This place does a fine MRI but the shady billing practices really suck and should stop. Pay your copay and let them bill you for the remainder of the charges. read more

The waiting room was filthy and the front office receptionists were rude. This facility is supposed meant to serve patients with medical problems in a vulnerable state, and the staff showed no compassion. It was like waiting at the DMV. I'm disgusted. read more

Staff is rude and more concerned about people wearing mask than actually doing their job

I was in there for about 15 minutes filled out paperwork I went right in my MRI and I was right App Store it only took about an hour place was nice the people were very pleasantI see a lot of people gave it one star unfortunately I feel bad for them I had a great experience there read more

Touchstone Imaging Plano - locker - Diagnostic Imaging Near Me - Plano, Texas

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Worst experience ever. I went for a pelvic xray, A novice who himself mentioned he was new and just taking photos as trained. For a 15 mins job he took nearly an hour, 1. because the machine stopped working in between and 2. the novice was taking xray photos multiple times since he couldn't get it right. After 5 months they billed nearly $500. read more

Worst possible service ever!!! First they couldn't get me in for a week .Then they never called back to give me co payment information as promised. I called twice to get information and was placed on hold for over 10 minutes. I finally got thru after a 12 minute wait on the day before my appointment and the girl tells me she doesn't know what happened!!!!! She says the computer didn't save my appointment, but she sees it in her notes. I have a spinal cord issue and am in pain I can't tolerate incompetence. Use Invision imaging or preferred imaging they get you in and out before you know it.. read more

I made an appointment to have three tests performed at this facility on Monday, 6-14-21. I live 200 miles away. The facility scheduler contacted me on Friday and advised me that the facility was refusing do my MRI on Monday. It was too late to reschedule with another facility so I asked the scheduler to ask the facility to reconsider. She contacted them and they refused to reconsider. So I now have to take another day off work and make another 400 mile trip because of the personnel at Touchstone. Potential patients beware. read more

I have used Touchstone Imaging for many years - always reliable, friendly staff, billing was never an issue UNTIL their partnership with US Radiology in Dec 2018. Billing since then was a very big issue starting in January 2019. All because Touchstone's insurance/billing dept did not code my procedure correctly (they kept coding this as elective testing!). I had to contact their billing dept after each procedure since their new partnership (January, 2020, June 2020 and January 2021) to ask them to correct their coding errors as they kept sending me invoices of amounts owed. I was able to have these billing issues resolved with one phone call until my cat scans in June 2021. June 8, 2021 - My cat scan appt based on orders from my oncologist, post cancer surgery (Dec 2015). I had these done twice a year for five years (2016-2021) - these are not elective tests. When I checked in, I was told I would need to pay the portion insurance (AETNA) wouldn't be paying. I questioned this as my coverage with AETNA covers these tests at 100% - again they are not elective!). The woman at front desk said if I didn't pay my portion I would need to reschedule after settling billing issue with my insurance company. (!) I explained I had been having these cat scans done twice a year for 4 years at Touchstone and my insurance covered this at 100%. She told me that was not their problem but problem with my insurance coverage - which made no sense. My insurance coverage hasn't changed in 10+ years. I ended up paying $276.45 in order to have cat scans done that day. Jul 7, 2021 - I spoke with Anna in billing. I told her I had contacted AETNA and confirmed they would pay for cat scans at 100% and the claim they were sent by Touchstone was incorrectly coded. Anna said they would contact AETNA, correct the coding error, reprocess my claim and reimburse me as she saw that with corrected code AETNA coverage would pay this claim at 100%. July 27, 2021 - As I did not receive my refund yet, I spoke with Miguel in Touchstone billing who reviewed notes of my conversation with Anna and said based on my records, they owe me $84.75. I explained to him Touchstone owed me $276.45. He said he would speak with his manager and one of them would call me back. My credit card was credited on July 30th for $84.65 and no one called me back to discuss the remainder of refund due ($191.70). July 28, 2021 - I spoke with AETNA representative (Ella) who works in-house at my Husband's employer. We discussed the refund issue I had with Touchstone and she suggested we have a 3-way call with a billing CS rep at Touchstone which we did. We connected with Karen with Touchstone billing and had a lengthy (55 minute) call discussing the billing and refund issue. After much discussion, Karen asked for a document from Ella in order to correct their records and be able to process the remainder of my refund. We stayed on the phone while Ella faxed Karen paperwork requested and Karen acknowledged she received it. She confirmed Touchstone owed me a refund of $191.70 and said refund could take up to a week to process. August 26, 2021 - having not received remainder of refund ($191.70), I called Touchstone billing and spoke with Phillip. We had a lengthy discussion as he needed to read through notes of all the prior conversations I have had with Touchstone billing. He agreed that a refund of $191.70 was owed me and he would be sending both their refund dept and Karen a message to process this refund asap. We agreed I would call back in two weeks if I did not receive refund. September 15, 2021 - I called Touchstone billing as I had not received my refund and spoke with Fred. Again, lengthy conversation as he had to read and review notes in my chart and had to follow a script of questions he is supposed to ask all patients calling into billing dept. I patiently let him follow his script then asked what he would be doing to resolve this billing issue. As I waited on the phone while he drafted a message to his supervisor, he said he was requesting a 24-hour call back to me from his supervisor to handle resolution of refund. I confirmed he had my correct cell# and email. I did not receive a call back or email. November 11, 2021 - I decided to give this refund issue one more try (6th time). I called Touchstone billing and got Fred again. When Fred starting going off his script, I reminded him of our conversation on September 15th and told him we did not have to have a repeat conversation and I was at the end of trying to get my refund. I was giving Touchstone one final time to correct their error and asked what he was going to do to make this happen. He assured me he would send a message to his supervisor requesting a 24-hour call back which I never received. Former patients on several sites have had billing issues with Touchstone. I won't be using Touchstone in the future nor recommending them. read more

This is the very worst example of customer service. I made an appointment and I am still waiting. 30 minutes later. I asked the front desk and they said we only take walk ins. So why did they make an appointment for me. The Yelp app says appointment only. They are very disorganized. I will have to find another imaging center to use in the future. This was disgraceful! read more

No problem scheduling my procedure. Fast service. I waited only about 10 minutes before getting in. MRI tech Steven was super nice, friendly and professional. He explained the procedure very well. Made me really comfortable and provided headphones so I could listen to music while the machine was going. And! They have gourmet cookies! read more

Worst customer experience. They charged me upfront and also got the payment from my insurance. They never notified me nor did they return the money. I called up the billing department but then no proper response. I had to reach out to my insurance and open a ticket regarding this. Only then touchstone refunded my payment. Also I found that their price is 5 times more when compared to the other labs nearby. Avoid going to this place read more

This place is a total sham. I have two of their addresses in my addresses listed in my "Contacts" but I can't delete either despite me REALLY WANTING TO. WTF? I tried calling them but no answer. I suggest you stay away. read more

Buyer Beware! I was quoted one price for a procedure which was paid and then with no additional items added and a few months later they send a bill about 3 times the amount as an additional fee. read more

I had an appointment for an ultrasound. Obviously one goes to front desk to check in, so when I did the receptionist was rude and said she would be right with me. So I stood there and she yells I said I'd be right with you and to have a seat. Well hello, that's not how it usually works and all you had to say is please have a seat we will be with you shortly. Some people are coming in here to get tests they are terrified to get and to have your first impression that shitty is ridiculous. The only reason I'm giving it 2 stars is because the sonographer was patient and nice when I went back. I get with Covid it can be stressful but, looking at reviews they've always been like this. Maybe they should find a new line of work. read more

They told me to arrive at 6:45am to complete paperwork before my 7:00am appointment. When I arrive promptly at 6:45, the place is locked up like Fort Knox with not a soul in sight. Once the doors finally do open at 7:00am, the receptionist is rude and said 'we tell you to arrive 15 minutes early so that you aren't late for your appointment'. That is bullshit. She was running late and lied about it. My 15 minutes is valuable! Just tell the truth and I would have been more forgiving. If you are at all a little bit nervous about having an MRI done do not come to this facility, especially for an early morning appointment. The technicians are walking zombies looking disheveled like they just rolled out of bed with an 'Uuggghhh I hate my job attitude'. On top of ALL of that... they never bothered to tell me they were not in network for my insurance so I had a nice hefty bill! Just have your doctor schedule you at another facility and save yourself the hassle. I left a message for the manager... NO RETURN CALL. These people could care less about you! read more

Highly unorganized. I was rescheduled three times before I went to a different location. The first two times they didn't send my insurance authorization and blamed it on a "glitch in the system" and no one followed up until I called the insurance company. On the third try they doubled booked me with another patient and had me be the one to leave and blamed it on "a glitch in the system"... again..? Really.. three times ? read more

Came in to do an MRI of my foot. Waited about 20 minutes before being seen; they were busy and didn't think anything of it. Turns out, they only did the MRI of PART of my foot, they didn't even scan the heel which is why my surgeon sent me to get an MRI in the first place. I had to come in again for a redo, they told me they had an opening at 1:00. I got there at 12:45p, and by 2:15 I still wasn't seen. Ended up leaving due to a work conflict and rescheduling AGAIN. I've never had so many issues with an MRI place before and after this 3rd visit (assuming they do it right this time), I will be requesting that my surgeon send me to any other MRI place but this one. read more

Very unorganized. Even when they are not busy you have to wait. I've been there 3 times in the last 2 month and everytime it's the same experience. I left a message for the manager(lopez) never got a call from her. read more

They called me to come in 45 minutes early and now I've been waiting over an hour... Poor time management!

First time, I waited over an hour and a half for my appointment. But of course, they require you to get there early to fill out paperwork. I needed another MRI and so now, two weeks later, I'm back and again, have to complete all the new patient paperwork. But today, they apparently couldn't get me in at all and couldn't call me ahead of time to reschedule. So, I've asked my provider to send me someplace else. Do yourself a favor and use anyone else except these guys. They are terrible. read more

I have been here for countless sonograms and MRIs since this location opened. Prior to 2020, I would have given 5* all the way. I don't have any problem with the front desk people, getting an appointment usually is pretty easy and the techs who do the procedures are phenomenal. Since Jan, (pre-Covid), my doctors have not received any results from the scans in a prompt manner! Every single time this year, whether it has been for my husband or myself, either my doctors have needed to call Touchstone for results, or I have called my doctor for results they haven't yet received. I've called Touchstone, myself, to remind them to send off test results. With this latest incident, my husband had a CT scan a week ago, and his doctor still has not received them. I'm hoping someone in management reads this reviews, because while this facility is good and handy, there are plenty of other places to go who will give results promptly. read more

Made me pay up front for the service but almost 3 months later haven't posted the payment to my account. I still haven't resolved after numerous calls and statements. read more

My story... i went for a ultra sound and a MRI... they took the entire payment at the window totaling $951. $40 for ultra sound and $911 for the MRI. when ultra sound was completed, i was told they could not do an MRI as my records were not up to date. and they will void the $911... Week later i called asking why it was not voided.... lots of research taking two weeks I got a call from the head office in TN saying a check for $911 was "expedited to me.............that was 4 weeks ago. we are now in the 5th week... should i go to Plano and make a scene for these thieves who steel from patients? my calls are sent to voicemail. My doctor tells me to avoid aggravation... Thanks to Touchstone Plano... what a crock of.... read more

My wait wasn't very long and the front office staff is pleasant and very professional. The waiting area is very nice with comfortable seats, cookies, and coffe/tea. The only issue I had was with the guy who did my x-rays. He knew I had foot pain, but was bothered by the pain he was causing me as he placed my feet for the x-rays. Every time I winced in pain, he was unapologetic and if I had to move to readjust my body in order to hold the position, he seemed annoyed. I don't know if he was having a bad morning, but it gives a very bad impression for the rest of the facility that would have received a 5-star rating from me otherwise. read more

I arrived about 15 mins ahead of appointment time to fill out paperwork. Their computer wasn't cooperating to print the forms. However the lady assisting me was very courteous and explained the slight delay. After I got the paperwork - I was called back before I even finished. The CT technician was very polite and accommodating. The CT only took a couple of minutes. I left before my appointment time which was great. I wanted a copy of my report and the receptionist said that I would need to call back in a day or two, as they are not told when the reports are complete. However when I did call back they were very courteous and I had the report securely emailed to me in a matter of minutes. The reason for the 5 star is the people treated me kindly, with dignity and respect. The chairs and atmosphere needs some work, but when I go to get medical treatment or tests, the most important thing to me is the way people treat me. I started to walk out and the receptionist ran following me, I had left my DL and insurance card. She went the extra mile. I wish I could include names but I can't remember! Both the technician and receptionist deserve accolades! read more

This location is clean, friendly and helpful. I had only one test scheduled but had paperwork for another, that was not scheduled, they got me in right away for both. I like the full shirt you put on for an X-ray and the cookies are a nice touch. read more

This place sucks for MRIs. My doctor agreed. They overcharged me by $1,174 over other places and the girls that worked there were too lazy and ready to leave on a Saturday visit to do an open MRI when requested due to me not wanting to be in the MRI tunnel. My doctor hates them- I just wish I knew this before I picked the place since it was close to home. read more

They asked me to come 15mins prior to my appointment which was at 4:30 to fill out the paperwork for my MRI. I was done with all the paperwork in 5 mins. Had to wait for 40mins for my turn! Why the hell did I take the appointment if I had to wait that long for my MRI. It wouldn't have bothered me much if i wouldn't be having my 2 month old baby with me. Poor time management. read more

So unprofessional ..staffing so rude .. had me helping the employee with the Xrays for my mother holding a board to take the Xray SMH

The woman who I guess works as their receptionist needs to find a new line of work. I've had so many issues with this bitch and her piss poor attitude and this is probably the second or third time my family and I have had to deal with her negligence. Her attitude is absolutely horrible and she is a complete liar. My mother had to call Friday to make an appointment for me on Monday and this horrid receptionist woman apparently didn't even make our appointment. I'm glad I called these clowns back this morning before my appointment to verify, because guess what?! That incompetent so called receptionist said she didn't have me down for an appointment and she had the audacity to say she didn't know who or what I was talking about. I told her that I heard my mom make the appointment and she kept lying through her teeth to cover her ass saying that we didn't understand. No bitch, you just don't know how to do the simplest of tasks. Don't take your incompetence out on other people. I told her I'd call my mom and tell her that she didn't actually schedule the appointment like she was suppose to and hung up to call my mom. The office then called my home phone literally seconds later and it was her on the other line saying "oh maybe I do remember talking to her" but still kept insinuating that we didn't know what was going on (not very professional if you ask me since she clearly was the one that didn't know what was going on). I was talking to my mom telling her what she said and how she didn't make the appointment after we did in fact set it Friday (because we were given a time already) and the receptionist kept trying to blame us for her not doing her job. My mother and I are pissed and outraged by the fact that this woman didn't set up our appointment after she said she did, lied about it, pretended not to know what I was talking about, and her incompetence to take down a date time and name for an appointment. She should not be around people and she sure as hell should stay off the phones with clients if she's going to be rude and lie straight to us. Unfortunately I do have an appointment because I need one and can't go anywhere else in such a short amount of time, so I will be forced to encounter the worlds worst receptionist. read more

If you like grossly overpaying for basic imaging services feel free to go here. $900 for an MRI cash or $1200 through insurance for the same procedure which would come out of my pocket since I have a high deductible. I called 4 other imaging centers within a 3 mile radius of Touchstone and the most expensive was $450 with the cheapest being $400. Shop around and even if your insurance fully covers or you have met your deductible, this place grossly over charges. read more

Had repeated messages to arrive 15 minutes before 11 am appointment. Arrived at 10:43, no one at front desk. Another woman came in after me, stood at the window and suddenly someone appears and checks her in before me. Then she goes in before me and I am sitting in the empty waiting area until after 11:15. If you are going to tell people to arrive at a specific time, then have staff present to check them in. I drove from Irving to Plano and got there ahead of time. I plan to ask my doctor to find another place for any future imaging. read more

It was really easy to make an appointment and they were able to get me in on the same day I called. They didn't even mind that I had to bring my kids with me. They're open late, they're open on weekends, they have free cookies and coffee in the waiting area, and I didn't wait more than 5 minutes before being brought to the room. Also, every staff member I dealt with was nice, friendly, and caring. What's not to like? read more

I was very pleased with the service I received. The front desk personnel were very friendly and the imaging tech was fantastic.

Do Not go here if you are overweight. Their new "linen policy" provides a very small and very tight t-shirt like thing. If you can get it on, you will barely be able to breathe, and then you have to be cut out of it to get if off. All while the technician rolls their eyes and laughs, and makes fun of you to other staff. Most Horrible Imaging experience of my long life (and I have had many). When asked why they could not provide the open long gowns as in the past, was told by the manager that it was their "new linen policy". So apparently their "new policy" is to only provide services for skinny people with full mobility in their arms and shoulders and absolutely no chest whatsoever. I rarely write a review, but need to warn anyone even moderately overweight to avoid the humiliation, stress, and just all-around misery. Just find a place where they care about all patients - not just the skinny people with full mobility. I would hate to be a patient with a broken or fractured arm that needed an x-ray. There would be No Way to get into that straight-jacket of a top - even if you were extremely skinny. I thought healthcare providers were required to accomodate all patients. Apparently Touchstone does not follow that practice. I am still trying to get over the trauma from just getting a simple chest x-ray. This should not happen. read more

I have been at this facility 3 times and have had excellent service. All it cost me was my deductible. The staff there has always been very nice and helpful. I have been going there since 2009 and recommend it to anyone. I researched other places that wanted $1,800 for the same MRI. read more