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August 17, Revdex.com N12th Street Phoenix, AZ RE: Complaint ID # [redacted] J [redacted] Dear Dispute Resolution Specialist: When patients reach out to our Customer Service team; our intent is always to assist our customer with resolving their concern the first time we are given the opportunity to do so I apologize that in this case we were unable to achieve that objective After careful consideration and in an effort to help resolve this issue for Mr [redacted] , the decision has been made to honor the quote that Mr [redacted] ’s provider originally gave him, as a one-time courtesy It’s important to note that the quote that was originally provided to Mr [redacted] did not fully encapsulate the testing that was ordered on his behalf Our Customer Service representative reached out to Mr [redacted] by telephone on Wednesday August 17th to share our proposed resolution, and during our communication with Mr [redacted] it was explained that going forward, if there are questions regarding the potential out-of-pocket cost for testing that is proposed by his provider, he can contact our customer service team at [redacted] and one of our representatives will be more than happy to provide assistance I appreciate that you took the time to contact us regarding this matter affording our superior customer service team the ability to work with Mr [redacted] to fully resolve his concern If there are any additional questions regarding this matter or if there are any other aspects of Mr [redacted] ’s concern that you feel were not addressed, please do not hesitate to contact me directly Regards, Sincerely, Anthony G [redacted] , Billing Customer Services Supervisor Sonora Quest Laboratories

April 24, 2017Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID # [redacted] - [redacted] ( Behalf of [redacted] )Dear Dispute Resolution Specialist: We thank you for the opportunity to review this matter and provide Mrs [redacted] with an update on her insurance designated patient financial responsibility as described on her explanation of benefitsSonora Quest Laboratories submitted Mrs [redacted] claim to her insurance for processing on February 14, The insurance provider denied one charge listing patient responsibility as $on February 24, Shortly thereafter, Mrs [redacted] should have received a copy of the explanation of benefits for this claim directly from her insurance provider, outlining the reason for the denial and informing her of the amount owed as patient responsibility The testing was denied by Mrs [redacted] insurance as they stated it was not a covered benefitPatients are responsible for confirming with their insurance provider in advance, whether the testing their provider ordered is covered under their insurance policy To assist our patients with navigating the billing process our customer service team has prepared answers to many of the commonly asked questions regarding the billing process, our Sonora Quest invoice, or our patients’ EOB’s, on our website at www.SonoraQuest.com .In the hopes of resolving this matter, Sonora Quest Laboratories will agree to accept the patient’s previous payment which represents the “contractually discounted” rate that we negotiated with her insurance plan for covered services It is important that Mrs [redacted] understands that this concession is being offered as a one-time courtesy as her testing was not a covered service and therefore, was not entitled to receive the contractually discounted pricing Furthermore, our customer service team we will remove the debt from collections and remove any impact to the responsible party’s creditWe highly recommend Mrs [redacted] contact her insurance provider prior to any future visits if she has any questions or concerns regarding testing that may be excluded for coverage under her insurance policy Sincerely,Anthony G [redacted] , Billing Customer Services SupervisorSonora Quest Laboratories

February 8, 2016Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID # [redacted] - [redacted] Dear Dispute Resolution Specialist: We thank you for the opportunity to review this matterWe are currently working with patient’s insurance to resolve this complaint Regrettably, Mrs [redacted] insurance provider provided patient and Sonora Quest conflicting information which we are working to resolveMrs [redacted] account has been removed from collections as we continue our efforts to have her claim reprocessedWe apologize for the inconvenience this matter has caused and have reached out to Mrs [redacted] to inform her of the status of her accountShould Mrs [redacted] have any additional questions or concerns please feel free to contact me directly at [redacted] @sonoraquest.comSincerely,Anthony G [redacted] , Billing Customer Services SupervisorSonora Quest Laboratories

Dear Dispute Resolution Consultant, I have attempted to work with Sonora Quest in good faith and to simplify matters, and did, as MrG [redacted] stated, attempt to get my insurance to negotiate the cost of the test, as suggested by Sonora QuestAs all three attempts were denied, the only solution I have for Sonora Quest is to either lower the price of the test to a standard "allowed" insurance amount, which I will possibly consider paying to help them cover their costs, or remove the charges completelyAs MrG [redacted] stated in his reply, Sonora Quest has a signed letter of attestation from my provider that informed consent would be obtained, not a letter or signed consent from meI was never consented by my provider, was not notified of the test by my provider, nor was I consented or notified by Sonora QuestIf Sonora Quest has a letter from my provider, then they need to approach them to recover costs, not myselfMy provider does not financially speak for me and has no legal power to commit me to any financial agreementIf Sonora Quest failed to notify me to assure that I was in agreement with all tests and associated costs before testing was completed, that is not my fault and indicates that a change is needed in their patient cheprocedure to ensure that this oversight is not repeatedAssuming that any written order is a consent to perform and charge for labs is an very questionable business practice given that incorrect orders (such as this) can easily be written, or that they can be written on the wrong patientHolding the patient financially responsible for your agreement with the writing providers is highly unethical and not legally binding in any wayIf your written agreement is with the provider, you need to hold them financially responsible for their mistakes, not the patient Sincerely, [redacted] ***

May 27, 2016Revdex.com of Southern ArizonaEBroadway Blvd #100Tucson, AZ 85711Attn: Valerie Ramos RE: Complaint ID # [redacted] - [redacted] ***Dear Dispute Resolution Consultant:Thank you for your correspondence and for providing us an opportunity to investigate and respond to Ms*** We apologize our initial response did not satisfy Mrs***’s concern.Mrs [redacted] communicated in her response that her provider has no legal power to commit her to any financial agreementSonora Quest has received from her provider’s office the financial agreement that she signed on 06/17/acknowledging that Mrs [redacted] is financially responsible for services render by Banner Health or providers affiliated with Banner HealthSonora Quest Laboratories has met the established guidelines and is a Banner Health affiliateWe have reached out to the physician’s office to discuss resolution in an attempt to help and address Mrs***’s concernAs a one time courtesy and goodwill effort to assist Mrs [redacted] with resolving her account balance, her ordering physician’s office has agreed to pay Mrs***’s balance in fullSonora Quest Laboratories now considers Mrs***’s matter resolved.We hope this addresses Mrs***’s concernsPlease contact me directly with any additional questions.Sincerely,Andrew D***Andrew D***Billing Customer Service Assistant SupervisorSonora Quest Laboratories

December 31st, 2015Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID # [redacted] - [redacted] Dear: Dispute Resolution SpecialistUpon review of Ms [redacted] account, Sonora Quest Laboratories originally billed the claim with the information that was provided to us by the ordering physician Ms [redacted] insurance then processed the claim, denying the charges as non-covered Sonora Quest billed the full amount as patient responsibility in May The patient’s physician notified Sonora Quest Laboratories on 12/2/that they wanted to add an additional diagnosis code; however, at the time this update was requested the claim was already past the insurance company’s timely filing guidelines As a courtesy, Sonora Quest did resubmit the claim on 12/8/and unfortunately, the claim was denied again on 12/23/ As a result of the insurance company’s most recent redetermination and in accordance with the patient’s EOB, the outstanding balance will remain the patient’s responsibility and will not be removed from collectionsThank you for your correspondence and for providing us with an opportunity to investigate and respond to Ms [redacted] inquiry.Sincerely,Sue P***Sue P***Billing Customer Service SupervisorSonora Quest Laboratories

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I spoke with the Doctors office and they told me that they supplied the information that was requested of them originally They did not receive any other requests for additional information I am relying on what the Doctor's office is telling me on this, but I am inclined to believe them because I myself was never made aware that there was still an issue I can guarantee that I did not receive another billing, nor did I receive a single telephone call from Sonora Quest informing that there was still an issue Sonora Quest told me that they would of called me at least times, but they didn't If they would like to tell me when they did call, I would be very happy to pull phone records to verify it The first I knew that there was a problem was when the collections agency contacted me This is still a big issue that lies on Sonora Quest's Shoulder I do not like how they try to pass the blame when they are truly at fault This should never have gone to collections and Sonora Quest needs to dig into this deeper and come up with a better response.Once I was made aware I immediately worked on getting it resolved, however trying to deal with Sonora Quest was a night mare even getting them to return phone calls I have now had a call back from Sonora Quest informing me that they have received the additional information they needed from [redacted] I am under the belief that this call back from Sonora Quest was in response to this complaint I will be calling [redacted] , the collection company on Monday August 24th to verify if Sonora Quest has contacted them to drop their collections as stated I will inform you of the results Regards, [redacted] ***

RE: Complain ID # [redacted] - [redacted] ***Dear Dispute resolution consultant:Upon review of Mr. [redacted] account, his insurance adjudicated the claim and left a balance as patient responsibility for his deductible. Sonora Quest Laboratories is an ancillary provider and bills with the information... provided by the physician on the original order. Mr. [redacted] physician’s office provided additional diagnosis information in March, however Mr. [redacted] insurance requires diagnosis to be listed on physician office letterhead with patient chart notes. Sonora Quest has attempted 3 times to obtain the required information and never received a response from the ordering provider’s office and Mr. [redacted] account continued through the billing cycle. Based on the original adjudication of the claim, Mr. [redacted] is responsible for $69.51. Mr. [redacted] account will be pulled from collections upon receipt of missing documents. We apologize the representative Mr. [redacted] was dealing with did not keep him informed while she was attempting to get the information needed to submit an appeal. We hope this explanation provides insight on why this claim was not yet resubmitted to insurance. . Unfortunately as an ancillary provider, Sonora Quest must rely on the ordering physician’s office to provide all necessary information to resubmit the claim. Sincerely, [redacted] Billing Customer Service Assistant Supervisor

May 19, 2016Revdex.com of Southern ArizonaEBroadway Blvd #100Tucson, AZ 85711Attn: Valerie Ramos RE: Complaint ID # [redacted] - [redacted] ***Dear Dispute Resolution Consultant:Thank you for your correspondence and for providing us an opportunity to investigate and respond to Ms*** Ms [redacted] communicated in her dispute letter that genetic testing she did not specifically request was performed as a result of her visit to our patient service center on February 1, 2016; however, our records indicate that Ms***’s provider signed a letter of attestation indicating that they take responsibility for obtaining informed consent prior to her testing being ordered As an ancillary provider, Sonora Quest Laboratories proceeded with performing the testing that was specifically requested by Ms***’s provider.The claim for the testing ordered by Ms***’s provider was submitted to her insurance plan Blue Cross Blue Shield on 02/12/and on 03/03/2016, Ms***’s insurance provider denied the testing, stating the service is not covered under Ms***’s benefit plan The Sonora Quest Laboratories billing team takes every measure possible to assist our patients with coordinating their insurance coverage for all ordered services, in fact, our call records confirm that two separate members of the Sonora Quest Laboratories customer service team communicated with Ms [redacted] on 03/24/and 04/04/and provided Ms [redacted] guidance on the information that would be required for our reimbursements team to file an appeal to Ms***’s insurance provider Updated diagnosis codes were provided by Ms***’s provider on 04/14/and an appeal was filed on Ms***’s behalf on 04/30/2016; unfortunately, Blue Cross denied the appeal request on 05/17/2016, reaffirming their original determination that the patient’s health plan does not cover this test As a courtesy and to assist Ms [redacted] with resolving her account balance, we can extend a 30% discount to Ms [redacted] and we can also offer her a five payment plan to help mitigate the financial impact of this unforeseen outcome To take advantage of this offer, please contact our customer service department at ###-###-#### between the hours of 7am and 5pm, Monday through Friday.Sincerely,Anthony G [redacted] Anthony G [redacted] Billing Customer Service SupervisorSonora Quest Laboratories

January 5, 2016Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID [redacted] - [redacted] Dear: Dispute Resolution SpecialistTo assist with bringing resolution to Ms [redacted] concerns, a member of our billing team contacted Ms [redacted] insurance company by phone on 01/04/to confirm that the claim which was denied on 12/23/had been properly adjudicated Per the representative that our billing team member spoke with, the diagnosis code provided was not a supportive code for the specific test ordered by Ms [redacted] provider and as a result, the recent determination on 12/23/accurately reflects Ms [redacted] patient responsibility In addition, a member of our staff contacted the ordering provider to confirm that Sonora Quest has the correct diagnosis codes on file; a representative from the physician’s office did confirm the diagnosis information we show on record is correct and as a result, their office will not provide us with any further updates or revisions to the diagnosis codes for this order It is always the intent of our billing department to thoroughly resolve concerns on behalf of our patients The insurance company’s claim determination does validate that Sonora Quest Laboratories billed Ms [redacted] appropriately; however, I recognize that this outcome does not meet the expectations of our patient For that reason and as a gesture of goodwill, I have authorized the full adjustment of Ms [redacted] account Going forward, it is imperative that if Ms [redacted] has any questions regarding what tests will be covered by her health plan, that she reach out to her insurance company to discuss any potential patient responsibility in advance Thank you for your correspondence and for providing us with an opportunity to investigate this dispute I sincerely hope that the proposed resolution addresses Ms [redacted] concerns.Sincerely,Nichole K***Billing ManagerSonora Quest Laboratories

November 24, 2015Revdex.comN 12th StreetPhoenix, AZ 85015-4585Attn: Dispute Resolution ConsultantRE: Complaint ID # [redacted] - [redacted] ***Dear: Dispute Resolution ConsultantThank you for your correspondence and for providing us an opportunity to investigate and respond to Ms [redacted] inquiry We have reviewed Ms [redacted] accounts for date of service 07/08/and have confirmed that the updated diagnosis codes and chart notes that were submitted to Sonora Quest Laboratories on 9/08/have been appropriately updated on Ms [redacted] account; however, as a result of an internal administrative error, the corrected claim that reflected the requested updates was not submitted to Ms [redacted] insurance company until 11/20/ We apologize for any inconvenience this may have caused; we have placed the account on hold and are not currently billing Ms [redacted] until [redacted] has had the opportunity to reprocess the claim.We hope this resolves Ms [redacted] concerns Sincerely,Sue P***Sue P***Customer Service SupervisorSonora Quest Laboratories

This response does not address any of my listed concerns Neither I nor my doctor authorized these extra tests or charges I did not accept financial responsibility for these extra testsI was never notified there would be additional charges over the price I was quoted.Sonoran Quest seems to be saying that by going to them for testing you are handing them a blank check to charge you anything they want

Dear Dispute resolution consultant:We apologize Ms [redacted] attempts to reach our Customer Service department were unsuccessful; however, several efforts were made to return Ms [redacted] calls but unfortunately we were unable to successfully reach Ms [redacted] at the phone number she provided After further review the payment made by Ms [redacted] to RSI Enterprises on 07/02/has settled the balance in fullWe have stopped Ms [redacted] account from being reported to the credit bureau so there is no derogatory reporting made on her credit reportWe take every opportunity to notify our patients of outstanding balances and allow ample time for payment to be madeSonora Quest laboratories has requested RSI send a letter stating that the debt has been satisfied with no negative impact on Ms [redacted] credit report We hope this alleviates Ms [redacted] concerns pertaining to her account being reported to the credit bureau

To whom this may concern: My name is *** ***, I filed an complaint with the Revdex.com Arizona, against a company name Sonora Quest LaboratoryAbout a week into the investigation I was given a call from the company Sonora Quest Laboratories stating that they received my complaint and it was a mistakeThey will be working on the issue and will be giveing me call back when she has it correctedI have not been contacted with any updates as of 8/11/

July 20, 2017Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID #***- *** ***Dear Dispute Resolution Specialist: We thank you for the opportunity to review this matter and research Mrs*** concern regarding the out of network processing of
her claimAs indicated in Mrs*** statement it appears the lab testing was incorrectly routed to Sonora Quest Laboratories causing this claim to be processed out of network.In hope of resolving this matter for Mrs***, Sonora Quest Laboratories is actively working with her insurance provider and/or physician’s office to get her claim processedIn the event that we are unsuccessful SQL is prepared to offer Mrs*** a 1x concessionDetails of the concession will be discussed directly with Mrs***We apologize for the inconvenience this matter has caused if Mrs*** would like to discuss this further please feel free to contact our office at ###-###-#### M-F 7am-5pm. Sincerely,Anthony G***, Billing Customer Services SupervisorSonora Quest Laboratories

September 21, 2016Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID #***- *** ** ***Dear Dispute Resolution Specialist: The date listed for this service is 11/17/2015, according to statement history Mr*** was sent several statementsUnfortunately,
due to non-payment Mr***’s account was sent to RSI Enterprises (collections) on 5/20/RSI Enterprises reports debts after days of non-paymentMr*** contacted our billing customer service center on 8/18/2016, Mr*** was advised his debt would show “paid” but would not be removed from creditMr***’s payment posted on 9/03/2016, as of 9/16/the credit agencies have not had sufficient time to remove the negative impact from his credit profile as this process usually takes 30-days to complete.To assist Mr***, Sonora Quest Laboratories has requested removal of this negative impact to his creditWe ask that Mr*** allow sufficient time for this request to be completed, credit revisions generally take 30-days to concludeIf Mr*** has any additional questions or concerns please contact one our billing customer service representatives at ###-###-#### or ###-###-#### M-F 7am-5pm. Sincerely,Anthony G***, Billing Customer Services SupervisorSonora Quest Laboratories

Dear Dispute resolution consultant:We apologize Mr*** feels our original response is passing blame to his physician’s office, this is not our intention, Sonora Quest Laboratories is only providing documented activity from his accountMr*** account has been removed from collections, the additional diagnosis and chart notes were submitted to insurance for review Mr*** insurance reprocessed the claim but still left his patient responsibility as $69.51, which he is currently being billed.In hopes of resolving this matter we will be willing to offer Mr*** a 15% discount to reduce his patient responsibility, making the balance owed $ Should Mr*** want to take advantage of this offer he may contact our office at ###-###-#### M-F 8am-4pm

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I do not accept this responsesI personally talked to an *** claim rep with Melissa from the doctor's office on the phone*** said they would process the claim with the corrected code of TMelissa called Sonora Quest on 11/and spoke to someone that said they would resubmit the claim with the corrected codeWhen I called to inquire about the claim on 12/28, I was told by Sonora Quest that there was no documentation that the claim was resubmitted to *** That is when I filed this complaint.A*** has stated that there is no time limit for filing a corrected claimSonora Quest claim that the time limit ran out is incorrectThey are lying about reprocessing this claim

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***