Do It All JW Handyman

April 29, 2016Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID #***- *** * *** - RebuttalDear Dispute Resolution Specialist: We have taken Mr*** comments under advisement in regards to our website appointment schedulingIt will take time to determine the best solution and make changes if they are acceptedI assure you we will evaluate this part of our appointment scheduling process as well as options available for different testing typesI have already reached out to the laboratory to work on a solution to make this particular test type more available which should benefit not only Mr***, but other patients. My apologies for any rudeness or condescending manner that Mr*** felt he received and too, my apologies for any inconvenience in regards to his phone calls or the scheduling issueWe make every effort to provide our customers with the best service we can and I am sorry if we fell short in meeting his needs and expectations. Sincerely,Barbara D***, Patient Services DirectorSonora Quest Laboratories

May 5, 2017Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID #***Dear Dispute Resolution Specialist: Sonora Quest Laboratories has conducted an internal investigation of this matter and while the results of the investigation were inconclusive, in an act of
good will, our customer service department will contact the patient to inform them that Sonora Quest Laboratories will accept financial responsibility for the *** bill If you have further questions please feel free to contact me Thank you for the opportunity to address this patient concern. Sincerely,David SG***, D.C.Director- Patient Services IOPSonora Quest Laboratories

April 24, 2017Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID #***- *** *** ( Behalf of *** *** ***)Dear Dispute Resolution Specialist: We thank you for the opportunity to review this matter and provide Mrs*** with an update on her
insurance designated patient financial responsibility as described on her explanation of benefits. Sonora Quest Laboratories submitted Mrs*** 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*** 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*** 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*** 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*** 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***, Billing Customer Services SupervisorSonora Quest Laboratories

August 10, Revdex.com N12th Street Phoenix, AZ RE: Complaint ID #*** *** ** *** Dear Dispute Resolution Specialist: Review of patient *** ***’s account for date of service July 8, 2016, it appears that Mr***’s
physician ordered testing that requires additional componentsThis has been reviewed by our Pathology department and the Pathologist on staff concurred with the original findings that the additional components were absolutely necessary and are standard protocol with specimen provided Our pathologist DrAlzona would be willing to discuss the testing in further detail and explain why this is standard procedure with Mr***’s ordering physicianWe apologize Mr*** was misquoted and if Mr***’s physician would like to discuss this with our pathology department they may contact our Client Services team at 602-685-and request DrAlzona in Pathology On August 4, Sonora Quest attempted to resolve this matter with Mr*** offering a 20% discountMr*** subsequently refused this offer however, in hope of resolving this matter we will offer 25% discount in addition to payment plan for months to allow sufficient time for Mr*** to resolve the debt and prevent any further collection activityIf Mr *** accepts this discount and payment plan option please contact one of my representatives at 6*** M-F 7am-5pm Sincerely, Anthony G***, Billing Customer Services Supervisor Sonora 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*** 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*** 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,
*** ***

April 19, 2016Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID #***- *** * ***Dear Dispute Resolution Specialist: The test requested for Mr*** by his physician is a time sensitive test and because of this, the number that can be performed daily is
limited in the laboratoryThe test is offered by appointment only and can only be collected at the specified facility in the Phoenix metropolitan area The current lead time for this type of appointment is approximately weeksIf a patient arrives for the test type without an appointment or having scheduled the incorrect appointment type, we will do what we can to accommodate the patient, however, on the date of Mr***’ visit the maximum number of appointments was prescheduled and we were unable to add him. When making an appointment for this test type, or any test, the patient must select the appointment type needed from a drop-down boxFor the appointment needed on 4/15/2016, Mr*** neglected to make this selection; however, on two previous occasions (9/9/and 12/1/2015) he had scheduled the correct appointment type over the InternetThese two appointments were not scheduled by an SQL staff memberNo changes have been made to our website or scheduling system in the time elapsed between the prior appointments and 4/15/2016. Mr*** suggested that we make changes to our website so that this type of error does not occur I have asked our web developer to place an additional comment on our appointment confirmations notifying patients that if they schedule a different appointment type than that actually needed, they may be rescheduled and asked to return for service on another day. Mr*** suggests that we always leave one of these appointments open for people who cannot or do not schedule correctly, but doing so would be impossible because we would be unable to predict what time that patient might present at the laboratoryAgain, the test is time sensitive and must be tested within a certain time frame from collectionIt is not possible to perform two of these at the same time.Finally, Mr*** notes that he was unable to reach someone for help via phoneOur website offers a published phone number for Website Help (###-###-####) as well as published phone number for the collection facility and our main laboratory facility We also offer multiple email contacts. I appreciate that you took the time to contact us regarding this matter, affording our team the opportunity to correct and recognize areas of our process that need to be improved We are reviewing the process to determine if any changes can be made going forwardIf you have any additional questions regarding this matter or if we can provide any additional assistance, please do not hesitate to contact me directly. Sincerely,Barbara D***, Patient Services DirectorSonora Quest Laboratories

This response continues the condescending mindset that I have encountered with this company in the past and sidesteps the point of my complaintAgain Sonora Quest seems to be unable to apologize or address the issue, for which they are responsible.In her response to my complaint Mrs D*** begins by reiterating why the proper type of appointment needs to be madeI don't contend that that is not trueI contend that their website and customer service is inadequate and as a result I have made this error multiple times while trying to schedule the correct type of appointmentAs a result I drove minutes (one way) twice only to be told I was at faultThis pervasive "blame the customer" mentality is a cop out.Mrs D*** then proceeds to explain how to make the correct type of appointmentAgain this is not helpful as it requires me to be able to communicate this information to myself in the past!? I cantI also don't use their web site frequently so expecting me to remember which small drop down menu to make a selection from is uselessDoing this may seem simple to those who use it daily.Mrs D*** then points out that I was able to make the correct type of appointment in the past (12/1/and 9/9/15). I made those appointments (correctly) after being informed of the same error after my second trip to the facilityAt that point I had already complained once to the front desk staff about how I had been inconvenienced (with the two minute drives) and how the phone numbers I'd called for help had failedOnly after the most recent experience was I able to voice my displeasure to someone other than the person sitting behind the front desk*** * *** MT (***), Technical Supervisor was fairly polite but continued to reiterate that the error was mineThe customer (despite asking for help and reaching out in the past) is wrong in this mindsetShe did however tell me that I was not the only customer who had made this errorSo apparently the issue occurs to more people than just me, although Sonora Quest believes that is their fault and not part of the companies responsibility to its customersI was also told on site that the reason they could not fit in my test
(into the appointment time that I had made) was because of some limited
number of tests allowed per day (x)It was implied that this was
limited by some governing bodythat is why I suggest the x-
appointments of this type as a solution to their scheduling problem.Also adding evidence to my argument, since the last correctly scheduled appointment I'd had, (9/9/2015) I apparently forgot the extra steps to making this type of appointmentEvidence that this issue has inconvenienced me not once, but twice and supports my claim that their web site appointment making process is inadequateI'm not in the habit of complaining about services (this is the first time I've ever interacted with the Revdex.com regarding any company), nor am I interested in driving minutes (one way) out of my way for the fun of itThe error is in their system but they continue to blame the customerLastly I would like to point out that having phone numbers (or email addresses) on your web site does not mean that the calls are answered in a timely mannerThey were not when I needed helpThat is the truth and speaks to inadequate customer serviceI also continue to believe that it would be easy to make changes to the scheduling web site that would prevent this issue in the futureFor example selecting what type of test is required on a separate page FIRST (rather than via small drop down selection) before showing available appointment times would make sense and prevent the issue-*** ***

August 17, 2017Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID #***- *** ***Dear Dispute Resolution Specialist: We apologize for the amount of time this matter has taken to resolve, please know that we worked diligently on the patient’s behalf to pursue every option available to arrive at a mutually agreeable solution with Mrs*** Our office has now received a copy of the Explanation-of-Benefits (EOB) for date of service 02/17/ Sonora Quest Laboratories is not contracted with *** *** *** *** of Texas, and we are not obligated to recognize the non-covered payment determination on the remaining procedure codes billed that was made by her health plan However, in the interest of resolving this matter for Mrs***, and as a result of our contractual relationship with the *** *** *** *** of Arizona health plan, we are willing to accept the amount that has currently been adjudicated on the patient’s non-contracted EOB, which is $ However, it is our opinion that based on the diagnosis codes presented by Mrs*** ordering provider, the testing performed, and our contractual relationship with *** ** ***, that the patient’s health plan should have compensated our laboratory for the $3,in testing that we performed for the patient at the request of her ordering provider As a result, it is important that Mrs*** understand that it is our plan to pursue a claim appeal with *** ** *** as we believe that we are owed compensation for the remainder of the services that we performed This means that while the patient will be sent a bill for $at this time, if *** ** ** accepts our appeal and agrees to reprocess the claim; the patient may receive an additional bill for deductible or co-insurance on the previously denied services, at a later date We deeply regret the inconvenience that was caused as result of Mrs*** physician directing her order to an out-of-state laboratory If Mrs*** would like to discuss this matter further or submit payment, she can contact our customer service office at ###-###-#### M-F 7am-5pm. Sincerely,Anthony G***, Billing Customer Services SupervisorSonora Quest Laboratories

August 17, Revdex.com N12th Street Phoenix, AZ RE: Complaint ID #*** *** J*** 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***, the decision has been made to honor the quote that Mr***’s provider originally gave him, as a one-time courtesy. It’s important to note that the quote that was originally provided to Mr*** did not fully encapsulate the testing that was ordered on his behalf. Our Customer Service representative reached out to Mr*** by telephone on Wednesday August 17th to share our proposed resolution, and during our communication with Mr*** 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 *** *** 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*** to fully resolve his concern. If there are any additional questions regarding this matter or if there are any other aspects of Mr***’s concern that you feel were not addressed, please do not hesitate to contact me directly Regards, Sincerely, Anthony G***, Billing Customer Services Supervisor Sonora Quest Laboratories

February 8, 2016Revdex.com N12th StreetPhoenix, AZ 85014RE: Complaint ID #***- *** ** ***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*** insurance provider provided patient and Sonora Quest conflicting information which we are working to resolveMrs*** account has been removed from collections as we continue our efforts to have her claim reprocessed. We apologize for the inconvenience this matter has caused and have reached out to Mrs*** to inform her of the status of her accountShould Mrs*** have any additional questions or concerns please feel free to contact me directly at ***@sonoraquest.com. Sincerely,Anthony G***, Billing Customer Services SupervisorSonora Quest Laboratories

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Revdex.com:Please know that Anthony's direct report "[redacted]" was instrumental to achieving success and should be recognized for her efforts.  Her and Anthony worked together to resolve our issue when previous contacts with Sonora Quest fell through the cracks.  [redacted] was...

very customer oriented and displayed great customer service and communication skills.  People like [redacted] are what make companies Great.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

May 27, 2016Revdex.com of Southern Arizona5151 E. Broadway 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. [redacted].  We apologize our initial response did not satisfy Mrs. [redacted]’s concern.Mrs. [redacted] communicated in her response that her provider has no legal power to commit her to any financial agreement. Sonora Quest has received from her provider’s office the financial agreement that she signed on 06/17/2015 acknowledging that Mrs. [redacted] is financially responsible for services render by Banner Health or providers affiliated with Banner Health. Sonora Quest Laboratories has met the established guidelines and is a Banner Health affiliate. We have reached out to the physician’s office to discuss resolution in an attempt to help and address Mrs. [redacted]’s concern. As 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. [redacted]’s balance in full. Sonora Quest Laboratories now considers Mrs. [redacted]’s matter resolved.We hope this addresses Mrs. [redacted]’s concerns. Please contact me directly with any additional questions.Sincerely,Andrew D[redacted]Andrew D[redacted]Billing Customer Service Assistant SupervisorSonora Quest Laboratories

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 07/02/2015 has settled the balance in full. We have stopped Ms. [redacted] account from being reported to the credit bureau so there is no derogatory reporting made on her credit report. We take every opportunity to notify our patients of outstanding balances and allow ample time for payment to be made. Sonora 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.

December 31st, 2015Revdex.com 4428 N. 12th 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 2015.  The patient’s physician notified Sonora Quest Laboratories on 12/2/15 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 12/8/15 and unfortunately, the claim was denied again on 12/23/15.  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 collections. Thank you for your correspondence and for providing us with an opportunity to investigate and respond to Ms. [redacted] inquiry.Sincerely,Sue P[redacted]Sue P[redacted]Billing 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 tests. I 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.

Re: Complaint ID: [redacted]Investigation of the complaint indicating that testing requested as STAT was not performed as STAT (Note:  STAT testing is defined as specific laboratory testing that may be ordered and performed within four (4) hours of the time that the laboratory is notified by the...

collection location).1. Findings for the patient visit on 7/6/15 are listed below. a. All testing ordered on the requisition was ordered by the physician to be performed “ASAP”.b. Testing was performed within the expected time period for a routine/ASAP order.2. Findings for the patient visit on 7/8/15 are listed below. a. While multiple tests were requested, only one test was ordered as STAT.b. The test requested STAT was performed and reported electronically within expected time period for a STAT order. 3. Findings for the patient visit on 7/10/15 are listed below. a. Testing was ordered and performed STAT per physician’s ordersb. Testing was performed within the expected time period for a STAT order.Resolution requested by the patient1. All results for the involved patient should be flagged by the laboratory as stat.• We cannot honor this request because the laboratory may not legally or ethically change a physician’s orders (including changing an order received as routine to STAT). 2. Treat all visits as if an appointment had been made.• While we understand and empathize with the family’s desire to expedite the frequent blood draws needed for their child, we must treat all of our patients equally.  Advancing a walk-in patient ahead of patients with appointments or those who arrived previously would violate our Ethical Behavior of fairness.• We would like to suggest the following course of action to help expedite specimen collection at our draw sites: o The family should work with our Client Services group (###-###-####) to select a Patient Service Center (PSC).  Once selected, we will provide a phone number and the name of an employee to act as a point of contact for the family. o The family would then be able to call ahead to the PSC and speak to the point of contact. That person will assist in expediting the patient’s collection. This may include scheduling an appointment for the patient if possible, and assisting with prompt and efficient registration. • Alternatively, we do provide same day appointments; however, these must be scheduled at least two hours in advance.  Appointments may be scheduled on-line or by telephone (###-###-####).

November 24, 2015Revdex.com4428 N 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 07/08/2015 and have confirmed that the updated diagnosis codes and chart notes that were submitted to Sonora Quest Laboratories on 9/08/2015 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 11/20/2015.  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[redacted]Sue P[redacted]Customer Service SupervisorSonora Quest Laboratories

May 10, 2016Revdex.com 4428 N. 12th StreetPhoenix, AZ 85014RE: Complaint ID #[redacted]Dear Dispute Resolution Specialist: Upon review of patient [redacted] account for date of service January 14, 2014, it appears the name listed on original lab order was...

spelled incorrectly, and the patient address was not provided.  According to our records, the physician’s office did submit the missing information to our billing department in February 2014, which included both the correct spelling of the patient name as well as the missing address information.  Unfortunately this update did not get transferred to the claim, which caused a delay in billing and ultimately, a denial from the insurance company. On February 29, 2016 Mrs. [redacted] visited one of our patient service centers; on that date, Mrs. [redacted] discussed the details of this issue with PBI Supervisor, Vienna C[redacted].  As a result of the patient’s inquiry, our customer service team requested that this account be pulled from collections and the remaining balance on the account be adjusted in full.   This request was completed on April 27, 2016; the statement Mrs. [redacted] received crossed in the mail as this account is now zero and is no longer in collections. Our Customer Service team will mail a zero balance statement as confirmation that the debt is resolved.I appreciate that you took the time to contact us regarding this matter, affording our team the opportunity to correct and recognize areas of our process that need to be improved.  If you have any additional questions regarding this matter or if we can provide any additional assistance, please do not hesitate to contact me directly. Sincerely,Anthony G[redacted], Billing Customer Services SupervisorSonora Quest Laboratories