Sonora Quest Laboratories

September 17, Revdex.com N12th Street Phoenix, AZ 85015- Attn: Britnee Glass RE: Complain ID # [redacted] Dear Britnee Glass: It is regrettable that Ms [redacted] is not satisfied with our response Ms***- [redacted] had past due balances with us It is our policy to collect at least half of any outstanding balances before new services can be obtained We are pleased Ms***- [redacted] has worked out affordable payment arrangements with the collection agency and because she did pay half of her past due balances she can obtain new services We offered her the payment options that we have available It is unfortunate Ms***- [redacted] did not feel that our response was adequate Sincerely, [redacted] Customer Service Supervisor Sonora 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 paid for both blood tests from those datesThe fact that Sonora called my doctor, doesnt mean that Sonora performed my blood testsThe test in March, YESThe test in June, NOThat was completed by blood test company in [redacted] Sonora double billed meAnd, I spoke to Sonora Quest in October and they said it would be closedI am not paying twice for the same blood test, and this is an ongoing problem for Sonora Quest with Collection/Billing complaintsMy company has Revdex.com complaints, so their investigation is supposed to be supreme when they have proven in the past to have a consistent billing problem? Regards, [redacted]

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 work for a company that recently had a major breach of their data for employees, they gave us a year with credit reporting fraud like [redacted] ***Not a few days after we starting talking about my account and to see what can be done they sent it into the credit reporting agenciesAt this time in my life credit is irrelevant to me for I learned that you cannot live on credit alone, but is a necessity in life to maintainThis is common for Sonora Quest to do this at a short notice, even if it was a simple $billUnfortunately with me not receiving their mysterious letters to me and me not having a clue what they need, what they need is I do not haveI do not have the $to pay my insurance and then wait the months for re-imbursement for that amountI do not have the $that Sonora mistake has created, but do I need this bullying, discredit on my credit report effecting my life as if I was to need itMy Doctor says they dump this line of blame to everyone when it appears to happen to, the lab tech who draws blood also says they are constantly breaking samples and patients constantly need to come back to their testThey will write out an statement when I will be needing it and also copies of those test sent to them stating no mistake on insurance coverage.Its unfortunate we only have laboratories to choose from in the state of Arizona, I will monitor my future laboratories that are assigned to my insurance companyIf any doubt I will do all my lab work at the Hospital where I usually go when needing major medical.I sent copies of my credit report where Sonora sent to them, please note the dates when submitted and they sent another one in as will that is not in dispute and I did not know of either.Thank you for allowing me to file with the Revdex.com and help resolve the unjust out there that is hidden with the average consumersI feel it is difficult to accept responsibility especially if jobs are on the line, but this does not mean for customer or patience who really need this type of medical to maintain a good healthy life, to be responsible for their mistakesWho is to pay for this mistake, I will only pay my co-pay and told them that, they want the whole amount they are suppose to submit to my insurance companyThere form of billing is not my concern on how they send and receive payment from my insurance, but I only pay a small amount but I pay a lot out of my paycheck weekly for this accommodations Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is mostly, but not completely, satisfactorywould be satisfactory to me It does not address the fact that we were not the ones responsible for providing information here - it would appear to be open as to how the business received wrong informationI would like them to state something along the lines of that the patient was not responsible for the information in this instanceI would actually like the business to recognize its error here since it is clear prior and subsequent years had correct information, this allowing them to correlate with their own dataFurthermore, it does not address my request related to credit reportingA collections agency is mentionedWhile it is mentioned that the debt is written off as a courtesy (which is in fact incorrect because they cannot bill the patient for services the patient has already paid forIt's not a courtesy, it's a requirement)In any case, with respect to the write-off I would appreciate affirmative confirmation that the collections agency has been informed there is no delinquency for collection (which is not explicitly mentioned and cannot be implied from the responseFurther, I request affirmative confirmation that no reporting to a credit ratings agency of a delinquency has been made, or in the case that it has been made, that they have followed up to info the agency that any prior delinquency was reported in errorWhile the service provider may, in its own records, remove the wrongful sum, I want to ensure that this has been taken care of elsewhere such that we are not prejudiced due to any reporting elsewhere Regards, [redacted] ***

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 Sonora quest deliberately ignored all my complaintsAs soon as I complained with the Revdex.com, the fire lit under them and they proceeded to respondI got a call from Micahla [redacted] yesterday touting the same nonsenseI got a call the day before from the doctor's billing person, [redacted] , who agreed to submit the bill to sonora quest with the correction which I asked her to do the day before filing this complaintAnd the blaming of my carrier is a complete lieI have [redacted] Healthcare which is headquarted in Arizona and happens to be the largest provider in the stateSonora Quest either sends 1000s of wrong bills to them, or knows betterThey made a mistakePlain and SimpleThen they gave me the run around for what I think is a very easy issueI should be compensated for doing their jobI did not call once or twiceI called over a dozen times to the same 3-people at Sonora or the Dr's officeUltimately the Revdex.com's excellent reputation forced them to complyI want $for the stress and hassle and the laborLet it be a lesson next time in customer service Regards, [redacted] ***

Revdex.comN 12th StreetPhoenix, AZ 85015-4585Attn: Dispute Resolution ConsultantRE: Complaint ID # [redacted] ***Dear: Dispute Resolution ConsultantThank you for your correspondence and for providing us an opportunity to investigate and respond to Mr***’s inquiry.It was discovered that Mr [redacted] had contacted our Tucson lab at 520-886- Then through the directory Mr [redacted] was able to locate an extension for Michaela [redacted] which she no longer has We apologize for this inconvenience and have made sure that the expired extension has been disconnected Mr [redacted] has been directed to call our toll free number that appears on our invoice should he have any future concernsAs an ancillary provider, Sonora Quest Laboratories performs testing requested by the ordering physician Sonora Quest Laboratories billed with the diagnosis codes from the physician’s original requisition in the sequence they were provided on the order Although both diagnosis codes provided are considered routine per the AMA coding guidelines, Mr ***’s insurance feels differentlyWe have reached out to Mr***’s insurance company for clarification on how the claim was processed Per the insurance they do not consider the primary diagnosis submitted as a routine diagnosis code They do consider the second code as routine and are going to reprocess Mr***’s claim We hope this address Mr***’s concerns to his satisfactionSincerely [redacted] Johnson Client Billing /LTC Supervisor

Dear Dispute resolution consultant:Thank you for your correspondence and for providing us an opportunity to investigate and respond to Mr [redacted] complaint.Upon review of Mr [redacted] account, for the date of service 1/07/Mr [redacted] provided a copy of his [redacted] insurance card at the time of service [redacted] was billed and processed the claim on 01/28/ Per ***’s explanation of benefits, the patient responsibility for this claim was $which Mr [redacted] paid on 02/25/ Although Mr [redacted] indicates he spoke to our Customer Service Department we cannot locate any communication with Mr [redacted] in February or April regarding 1/07/date of serviceMr [redacted] insurance did not recoup their payment on this claim until February 10, Sonora Quest Laboratories is past timely filing for his current insurance plan due to the delayed recoupment by *** We will attempt an appeal of his claim with the insurance company; ***.In regards to Mr [redacted] recent date of service listed as 1/26/we have confirmed with our Client Services department that the report for the services being billed was available to his physician’s office on 1/27/via their electronic ordering system (***).We hope this addresses Mr [redacted] concern [redacted] Billing Customer Service Assistant Supervisor

August 28, 2014 RevDex.com 4428 N. 12th Street Phoenix, AZ 85015-4585 Attn: Britnee Glass RE: Complain ID # [redacted] Dear Britnee Glass: Thank you for your correspondence and for providing us an opportunity to investigate and respond to ***... [redacted] inquiry. Upon reviewing Ms. [redacted] accounts we found the accounts were forwarded to our collections agency for returned mail. The address provided to us on the requisition did not contain a deliverable address. Every service is independent from another. Changes made to one invoice do not affect other accounts. Ms. [redacted] concern about not being made aware of her outstanding invoices on a previous visit was due to the hyphenated name and a search performed only under [redacted] , the staff was not aware of the hyphenated name. On her next visit, 08/20/2014, the biller was made aware of the two last names and she proceeded to look her up and found these four outstanding accounts. It was explained to Ms. [redacted] that insurance had recouped their payment because she was not active member at the time the services were rendered. Ms. [redacted] was provided a copy of all four statements and copies of the explanations of benefits. She was advised to contact her insurance if she had additional questions on the recoupment. Patient was advised that if she was to pay half of her balance she could have new services that day. Ms. [redacted] chose not to make a payment and because of this, she was turned away for new services per our policy. We do apologize if Ms. ***- [redacted] felt the Customer Service rep was not helpful and did not call her back in a timely manner. We have addressed her concerns with the representative. She was offered a 5 month payment plan to help with here financial issues. A 5 month payment plan is the longest plan we have available. It is regrettable that Ms [redacted] did not feel that this was adequate. We hope this clarifies Ms. [redacted] ’s concerns. If she has any questions, she can contact me directly. Sincerely, [redacted] Customer Service Supervisor Sonora Quest Laboratories

Thank you for your correspondence and for providing us an opportunity to investigate and respond to Mr*** complaint.An investigation into Mr*** accounts has determined that SQL performed laboratory testing on Mr*** on 3/14/and 6/6/appropriately and as requested by the
ordering healthcare providersOn 4/2/2015, SQL Risk Management Director contacted *** *** ***, the patient’s healthcare provider and spoke to an employee who verified that Mr*** was seen in the *** *** *** office on 3/14/and 6/6/with laboratory testing being ordered, drawn and performed for both dates of service.The bill Mr*** is receiving is a valid invoice for services performed at Sonora Quest LaboratoriesWe hope this addresses Mr*** concern. Sincerely,*** ***Billing Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This answer resolves nothingIt just stated what I already knew in my complaintI was able to pay half my balance however is not something that I had laying aroundI thank god the collections people have helped me with a payment plan that is affordable on the remaining balance
Regards,
*** ***

January 12, 2015Revdex.comN 12th StreetPhoenix, AZ 85015-4585Attn: Maria GarciaRE: Complaint ID #***- *** ***Dear: Maria GarciaIt is unfortunate Mr*** did not find our first response satisfactory We can only reiterate our position on Mr***’s inquiry Sonora Quest Laboratories as an ancillary provider relies on the information provided by the ordering physician and the patient Our billing system is not centric and each visit is a separate account and previous information does not carry over Mr***’s insurance information was not lost, but the order was submit by the physician’s office with the incorrect insurance information Mr*** was sent several statements, but never reached out to us on the bill he believes he does not owe, until December of This unresponsiveness left us with no opportunity to bill his insurance.We sent Mr*** a total of letters and none were returned to us as a bad address RSI Collections also sent letters for this date of service along with letters on the other accounts of ours for Mr*** that are in collections for non-payment None of the letters were returned to the collection agency Contractually we only have days to bill *** Insurance Since the correct insurance was not provided within the days, *** will no longer consider our claim for payment We have explained this to Mr*** Again we can send Mr*** a claim form that he can attach to his invoice and submit to his correct insurance for this date of service His insurance will accept a claim for him as there is not a timely filing limit of days for the patient to self -submit to his own insurance company Sincerely*** *** ***Customer Service SupervisorSonora Quest Laboratories

We apologize our response dated 4/6/did not satisfy Mr*** dispute Unfortunately we cannot locate any contact with Mr*** in October Our research has confirmed Mr*** physicians’ office order testing for June to be performed by Sonora Quest Laboratories The testing was rendered by Sonora Quest Laboratories and no part of the testing was sent out to any outside laboratory The office manager ***, at *** *** *** stated they do use an *** laboratory for certain testing but she confirmed the testing for 6-6-was only sent to Sonora Quest for testing We maintain our original conclusion that Mr*** has not received duplicate billing by Sonora Quest Laboratories and the charges are validIf Mr*** has any additional questions regarding any invoices he is receiving for another laboratory he will need to contact his physician office We hope this resolves this matter.Sincerely, *** ***Billing ustomer Service Supervisor

We apologize our initial response dated 3/18/was not satisfactory to Mr***. Mr*** provided a copy of his *** insurance card at the time of service for 01/07/ *** paid the claim on 01/27/ We do not show any communication with Mr*** in February and if he had called in February we would not have an outstanding account in our system Mr*** *** insurance did not recoup their payment on this claim until February 10, We sent a claim to *** in an attempt to appeal but have not received a response Mr*** has made several payments on this account and we are willing to accept what he has paid as payment in full adjusting the remaining $ In regards to Mr*** recent date of service listed as 1/26/2015, the physician ordered tests on this day We contacted the physician’s office as we show the results were available on 1/27/via their electronic ordering system (***) The physician’s office stated they were only able to access results on of the tests ordered on 1/26/ We will not charge Mr*** for the tests his physician could not access results The bill for the tests where results were confirmed as available to the physician is currently being billed to Mr*** insurance We hope this satisfies Mr*** concern Sue Porter Billing Customer Service Supervisor

December 22, Revdex.comN 12th StreetPhoenix, AZ 85015-4585Attn: Dispute Resolution ConsultantRE: Complaint ID #***- *** ***Dear: Dispute Resolution ConsultantThank you for your correspondence and for providing us an opportunity to investigate and respond to Mr***’s inquiry We have reviewed Mr***’s accounts for date of service 04/02/ Sonora Quest Laboratories as an ancillary provider relies on the information provided by the ordering physician and the patient Our billing system is not centric and each visit is a separate account and previous information does not carry over Mr***’s insurance information was not lost, but the order was submit by the physician’s office with the incorrect insurance information Mr*** was sent several statements, but never reached out to us on the bill he believes he does not owe, until December of This unresponsiveness left us with no opportunity to bill his insurance.Contractually we only have days to bill *** Insurance Since the correct insurance was not provided within the days, *** will no longer consider our claim for payment We have explained this to Mr*** We can send Mr*** a claim form that he can attach to his invoice and submit to his correct insurance for this date of service We hope this clarifies Mr***’s concerns Sincerely*** *** ***Customer Service SupervisorSonora Quest Laboratories

December 22, Revdex.comN 12th StreetPhoenix, AZ 85015-4585Attn: Dispute Resolution ConsultantRE: Complaint ID #***- *** ***Dear: Dispute Resolution ConsultantThank you for your correspondence and for providing us an opportunity to investigate and respond to Mr
***’s inquiry We have reviewed Mr***’s accounts for date of service 04/02/ Sonora Quest Laboratories as an ancillary provider relies on the information provided by the ordering physician and the patient Our billing system is not centric and each visit is a separate account and previous information does not carry over Mr***’s insurance information was not lost, but the order was submit by the physician’s office with the incorrect insurance information Mr*** was sent several statements, but never reached out to us on the bill he believes he does not owe, until December of This unresponsiveness left us with no opportunity to bill his insurance.Contractually we only have days to bill *** Insurance Since the correct insurance was not provided within the days, *** will no longer consider our claim for payment We have explained this to Mr*** We can send Mr*** a claim form that he can attach to his invoice and submit to his correct insurance for this date of service We hope this clarifies Mr***’s concerns Sincerely*** *** ***Customer Service SupervisorSonora Quest Laboratories

March 9, 2015Revdex.comN12th StreetPhoenix, AZ 85015-4585Attn: Dispute Resolution ConsultantRE: Complain ID #*** *** ** ***Dear Dispute Resolution Consultant:It is unfortunate that our response was not satisfactory As we have explained previously, Ms** *** insurance processed her claim leaving her patient responsibility of $ The statement Ms** *** received shows the amount that was written of our system to the collection agency When an account is sent to collections, it is no longer in our system The amount on the statements with a COL write off is patient responsibilityWe have sent another statement showing the balance. We will offer Ms** *** a discount of 20% making her patient responsibility $ She may contact our customer service department at ###-###-#### to make the payment for account ***.Sincerely*** *** Billing Customer Service Supervisor

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
It is shameful for any business to refuse needed services to ANY customer because of a bill two years old that they knew nothing aboutThis is regarding the health and welfare of human beings! This is outright disgusting!
My doctors have requested I go to Sonora Quest LaboratoriesMy address and telephone number have not changed in over years. Sonora Quest could have very easily contacted me, if they took the time search public recordsSonora Quest’s data entry staff put my information into their system incorrectly, my mail was returned, and I was never notified. There is no excuse for Sonora Quest not being able to get my returned mail to me, except plain laziness, irresponsibility, and staff with inept data-entry abilitiesI refuse to be punished for Sonora Quest's delinquency in contacting me!
I have never been sent an explanation of benefits from *** *** ***, but I never have been sent lab bills from *** *** ***All lab work under *** *** *** was supposed to be covered, so I would not have expected to have any charges/billsBoth Sonora Quest and United Health Care had two years to send me this billNeither, Sonora Quest or *** *** *** had the common courtesy to send me a bill; However, they had the gull to surprised me, and refuse me needed services because of an unknown delinquent bill
I would not do business with this company, but this is where my doctors are sending meI pay my bills on time when I get them, or I take care of a problem when it occursIf this bill had been brought to my attention just six months ago, or even a year ago, I would be more understandingBeing inform of an outstanding bill from two years ago is very poor business practice, and it is unacceptable! Sonora Quest, please quit denying patients needed services because of your delinquency, and negligence in sending out billsPlease notifying customers of unpaid services as soon as possible, two years later is deplorableThis is wrong!
Also, I asked Sonora Quest to send me an itemized bill, and I received a bill showing amount due as $0.00. What type of people do you have in your accounting office? How can my account be delinquent when it shows I owe $0.00?
Sonora Quest, quit denying needed services to patients! You need to stay on top of your account receivables and payable accountsThere is no excuse for making people fix something, or pay for something from two years ago, especially when they knew nothing about itFix your accounting department NOW! DO NOT PUNISH YOUR PATIENTS' FOR YOUR INADEQUACIES!
By the way, you misspelled my name not once, but twice on your response letterJust want to make you aware that you are still having problems getting my personal information straight
*** *** ***

February 18, 2015Revdex.comN12th StreetPhoenix, AZ 85015-4585Attn: Dispute Resolution ConsultantRE: Complain ID #*** *** ** ***Dear Dispute Resolution Consultant:Thank you for your correspondence and for providing us an opportunity to investigate and respond to Ms
*** *** inquiry.Upon reviewing Ms*** *** account we found the account was forwarded to our collections agency for returned mail, not due to non-payment The amount due was not reported to any credit bureauSonora Quest Laboratories as an ancillary provider relies on the information provided to us on the requisition Every service is independent from another Any changes made to one invoice do not affect other accounts. Sonora Quest Laboratories has policy of collecting past due balances when patients present for new laboratory services The Tucson area has just recently started this practice, so Ms*** *** could have been in prior to this month and not asked for payment on this invoice Ms*** *** insurance was billed for this date of service and processed the claim leaving $as patient responsibility Ms*** *** would have also received an explanation of benefits from her insurance company with this information Even though Ms*** *** no longer has United Healthcare as her insurance, they would still have her claim on file and could verify this amount was her responsibility. To address Ms*** *** concern about being refused services, we are not the exclusive provider of laboratory services with Ms*** *** current insurance She is able to seek laboratory services at any other laboratory We hope this clarifies Ms*** *** concerns. Sincerely*** *** Billing Customer Service Supervisor

We are sorry to hear that you are still having an issue reviewing your laboratory results through MyQuest. Sonora Quest Laboratories has attempted to contact you via phone and email and we have not received a response As stated in our previous response, the *** by *** mobile application was developed, managed and is supported by our parent company, *** ***Today we again contacted *** *** to ask them for assistance in resolving your issue *** *** sent you an email today outlining the steps on how to access your laboratory results As explained in the *** *** email, you have created several *** accounts for more than one state Although your laboratory testing was performed by Sonora Quest Laboratories in Arizona, you have not logged in to use the *** account you created for your Arizona laboratory resultsYou continue to log into the *** accounts you have created for testing performed in another stateThis is why you cannot view your Arizona laboratory resultsTo view your results in MyQuest, you must use a *** account for the state your testing was performed in. If you will log into your *** account that you have created for Arizona, your laboratory reports are availableYou must use your login name that you created for the Arizona *** account When you click on lab results, you will see a tab that says view resultHere you will be able to view them If you do not remember your username or your password for your Arizona account, please click on the “forgot username?” or “forgot password?” links, which will allow you to create a new username and/or password so that you can login. We recommend that you use your Arizona account name going forward so that you will be able to view your lab results that were performed by Sonora Quest Laboratories in Arizona. If you have any further questions or concerns with the *** product, please contact *** through *** *** directlyYou can email them at ***.If you prefer to receive your laboratory results that were performed at Sonora Quest Laboratories by mail, email or fax, please request an authorization form by emailing us at ***Sincerely, *** ***HIPAA Privacy/Release of Information Director ***

My husband is a diabetic and has cancer. He arrived at Sonoran Laboratories on January 8, 2019 for his scheduled appointment after his appointment at MD Anderson next door. He unexpectedly was having low blood sugar and asked the extremely RUDE receptionist if she had anything that he could eat for his low blood pressure (a piece of candy, cracker, juice anything) she RUDELY told him no and asked his name and if he had an appointment. He luckily had his phone and called me! I had to rush to him to bring him something. He would have gladly given her money to get his something at a vending machine or anything but she didn’t even take a second look at him. If he had collapsed I am not sure if she would have helped him?!? I did not even waste my time complaining when I arrived there because a manager was not onsite. I also checked online and it looks as though Sonoran does not care about patient care as I see so many complaints! I guess all we can do is not use them as a lab! Please complain and tell your doctor you want a different lab to go to!