Sonora Quest Laboratories

[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.]

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,

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

December 22, 2014 Revdex.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 Mr. [redacted]’s inquiry.  We have reviewed Mr. [redacted]’s accounts for date of service 04/02/2014.  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. [redacted]’s insurance information was not lost, but the order was submit by the physician’s office with the incorrect insurance information.  Mr. [redacted] was sent several statements, but never reached out to us on the bill he believes he does not owe, until December of 2014.  This unresponsiveness left us with no opportunity to bill his insurance.Contractually we only have 180 days to bill [redacted] Insurance.  Since the correct insurance was not provided within the 180 days, [redacted] will no longer consider our claim for payment.  We have explained this to Mr. [redacted].  We can send Mr. [redacted] 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. [redacted]’s concerns.   Sincerely[redacted]Customer Service SupervisorSonora Quest Laboratories

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]- [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,

Customer Service Supervisor

Sonora Quest Laboratories

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.

It is shameful for any business to refuse needed services to ANY customer because of a bill two years old that they knew nothing about. This is regarding the health and welfare of human beings! This is outright disgusting!

My doctors have requested I go to Sonora Quest Laboratories. My address and telephone number have not changed in over 12 years. Sonora Quest could have very easily contacted me, if they took the time search public records. Sonora 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 abilities. I refuse to be punished for Sonora Quest's delinquency in contacting me!

I have never been sent an explanation of benefits from [redacted], but I never have been sent lab bills from [redacted]. All lab work under [redacted] was supposed to be covered, so I would not have expected to have any charges/bills. Both Sonora Quest and United Health Care had two years to send me this bill. Neither, Sonora Quest or [redacted] 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 me. I pay my bills on time when I get them, or I take care of a problem when it occurs. If this bill had been brought to my attention just six months ago, or even a year ago, I would be more understanding. Being 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 bills. Please notifying customers of unpaid services as soon as possible, two years later is deplorable. This 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 accounts. There is no excuse for making people fix something, or pay for something from two years ago, especially when they knew nothing about it. Fix 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 letter. Just want to make you aware that you are still having problems getting my personal information straight.

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 complaints. As soon as I complained with the Revdex.com, the fire lit under them and they proceeded to respond. I got a call from Micahla [redacted] yesterday touting the same nonsense. I 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 complaint. And the blaming of my carrier is a complete lie. I have [redacted] Healthcare which is headquarted in Arizona and happens to be the largest provider in the state. Sonora Quest either sends 1000s of wrong bills to them, or knows better. They made a mistake. Plain and Simple. Then they gave me the run around for what I think is a very easy issue. I should be compensated for doing their job. I did not call once or twice. I called over a dozen times to the same 3-4 people at Sonora or the Dr's office. Ultimately the Revdex.com's excellent reputation forced them to comply. I want $200 for the stress and hassle and the labor. Let it be a lesson next time in customer service.

Regards,

I have an appointment at 10AM, for my blood draw, 45 minutes later , my name wasn't called yet, so I went to the window and asked , the lady said " do you have an appointment?" I told her yes , so she looked in her file and said, "Oh I'm sorry I forgot to put it aside " I was fasting since last night 7PM and it was almost 11AM already, she then apologize to me. Bad customer service!!!!!

[redacted]  [redacted]

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,

December 31st, 2015Revdex.com 4428 N. 12th StreetPhoenix, AZ 85014RE: Complaint ID #[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

I went to Sonora labs to make a appointment for a fasting blood test at 10:30 A.M. There was one person in front of me. When they were done I walked up to the counter and told the girl I wanted to make an appointment. She told me they were to busy and gave me a phone number and told me to call at 1:00 P.M. There was one person waiting behind me when I left. At 1:00 P.M. I called and was told they were to busy too

make an appointment and hung up. They close at 2:30 P.M.

August 10, 2016    

Cambria, serif;">Revdex.com 4428 N. 12th Street Phoenix, AZ 85014   RE: Complaint ID #[redacted]   Dear Dispute Resolution Specialist:   Review of patient [redacted]’s account for date of service July 8, 2016, it appears that Mr. [redacted]’s physician ordered testing that requires additional components. This 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 Dr. Alzona would be willing to discuss the testing in further detail and explain why this is standard procedure with Mr. [redacted]’s ordering physician. We apologize Mr. [redacted] was misquoted and if Mr. [redacted]’s physician would like to discuss this with our pathology department they may contact our Client Services team at 602-685-5888 and request Dr. Alzona in Pathology.   On August 4, 2016 Sonora Quest attempted to resolve this matter with Mr. [redacted] offering a 20% discount. Mr. [redacted] subsequently refused this offer however, in hope of resolving this matter we will offer 25% discount in addition to payment plan for 5 months to allow sufficient time for Mr. [redacted] to resolve the debt and prevent any further collection activity. If Mr.  [redacted] accepts this discount and payment plan option please contact one of my representatives at 6[redacted] M-F 7am-5pm.   Sincerely,     Anthony G[redacted], Billing Customer Services Supervisor Sonora Quest Laboratories

We apologize our initial response dated 3/18/2015 was not satisfactory to Mr. [redacted]. Mr. [redacted] provided a copy of his [redacted] insurance card at the time of service for 01/07/2014.  [redacted] paid the claim on 01/27/2014.  We do not show any communication with Mr. [redacted] in February 2014 and if he had called in February 2014 we would not have an outstanding account in our system.  Mr. [redacted] insurance did not recoup their payment on this claim until February 10, 2015.   We sent a claim to [redacted] in an attempt to appeal but have not received a response.  Mr. [redacted] has made several payments on this account and we are willing to accept what he has paid as payment in full adjusting the remaining $224.45.  In regards to Mr. [redacted] recent date of service listed as 1/26/2015, the physician ordered 4 tests on this day.  We contacted the physician’s office as we show the results were available on 1/27/2015 via their electronic ordering system ([redacted]).  The physician’s office stated they were only able to access results on 2 of the 4 tests ordered on 1/26/2015.  We will not charge Mr. [redacted] for the 2 tests his physician could not access results.   The bill for the 2 tests where results were confirmed as available to the physician is currently being billed to Mr. [redacted] insurance.       We hope this satisfies Mr. [redacted] concern.  Sue Porter Billing Customer Service Supervisor

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

Thank you for your correspondence and for providing us an opportunity to investigate and respond to Ms [redacted] inquiry.We have reviewed Ms. [redacted] account for date of service 10/01/2013.  [redacted] processed this claim on 10/13/2013 leaving $58.73 as patient...

responsibility.  Ms. [redacted] was billed according her insurance’s adjudication of the claim.  Ms. [redacted] physician did submit a new diagnosis code to be added to the claim however [redacted] requires a formal appeal letter with chart notes from the physician to reconsider a claim.  We requested chart notes from the physician on 11/17/2013.  Chart notes were received on 12/20/2013 and have been submitted to [redacted].Sonora Quest Laboratories is an ancillary provider and performs testing requested by the ordering physician.  As the ancillary provider Sonora Quest Laboratories cannot alter or change any diagnosis coding unless specifically requested by the ordering physician’s office. Sonora Quest Laboratories did not submit incorrect coding to the insurance as we submitted the diagnosis codes provided on the laboratory requisition. Ms. [redacted] is not being bill while the claim is being reconsidered by [redacted].  Once the insurance adjudicates the claim Ms. [redacted] will billed if her insurance states she has a patient responsibility on the claim.We hope this clarifies Ms. [redacted] concerns.Sincerely[redacted]

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 agencies. At 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 maintain. This is common for Sonora Quest to do this at a short notice, even if it was a simple $6.00 bill. Unfortunately 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 have. I do not have the $600.00 to pay my insurance and then wait the 3 months for re-imbursement for that amount. I do not have the $600.00 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 it. My 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 re-do their test. They 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 2 laboratories to choose from in the state of Arizona, I will monitor my future laboratories that are assigned to my insurance company. If 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 consumers. I 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 mistakes. Who 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 company. There 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,

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.

This answer resolves nothing. It just stated what I already knew in my complaint. I was able to pay half my balance however 1400 is not something that I had laying around. I thank god the collections people have helped me with a payment plan that is affordable on the remaining balance.

Regards,

[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.]

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,

Thank you for your correspondence and for providing us an opportunity to investigate and respond to Ms.[redacted] inquiry.

Sonora Quest does not accept a post-dated check in person or through our bank, Ms. [redacted] should have contacted us directly before sending a post-dated check and she would...

have been informed that we do not accept post-dated checks.

All payments sent to Sonora Quest’s P.O. Box go directly to our bank.  This is the method that Ms. [redacted] used to pay her invoice.  All payments are deposited by the bank and sent to us electronically.  There is no manually intervention when a payment is received.   

We will waive our $25.00 NSF fee that our bank charged to us for Ms. [redacted] check but we are not responsible for any charges she has incurred from her own bank.

We hope this clarifies Ms. [redacted] concerns

Sincerely [redacted] Billing Customer Service Supervisor

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.
 
Provide details of why you are not satisfied with this resolution.]

Regards,

 

 The response received states that I should have called Sonora before sending a post-dated check. That overlooks 2 things:
1. There is no indication in the material or invoice I received that a post-dated check was not acceptable, or that Sonora should be contacted.
2. I sent a letter outlining the fact of the post-dated check to the address Sonora requested. The reason was that Sonora's material indicates very clearly, "Mail Correspondence only to: and then provides the PO Box 52880. In other words, I did exactly as Sonora requested, and as it turned out, the letter was apparently not read or acted upon. In fact, my letter was ignored even though I followed the procedure Sonora specifically required, in writing.
3. As a result of following the required procedure, my bank charged me for a NSF check and I have been put to a lot of trouble.

This response continues the condescending mindset that I have encountered with this company in the past and sidesteps the point of my complaint. Again 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[redacted] begins by reiterating why the proper type of appointment needs to be made. I don't contend that that is not true. I 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 appointment. As a result I drove 40 minutes (one way) twice only to be told I was at fault. This pervasive "blame the customer" mentality is a cop out.Mrs D[redacted] then proceeds to explain how to make the correct type of appointment. Again this is not helpful as it requires me to be able to communicate this information to myself in the past!? I cant. I also don't use their web site frequently so expecting me to remember which small drop down menu to make a selection from is useless. Doing this may seem simple to those who use it daily.Mrs D[redacted] then points out that I was able to make the correct type of appointment in the past (12/1/15 and 9/9/15).  I made those appointments (correctly) after being informed of  the same error after my second trip to the facility. At that point I had already complained once to the front desk staff about how I had been inconvenienced (with the two 40 minute drives) and how the phone numbers I'd called for help had failed. Only after the most recent experience was I able to voice my displeasure to someone other than the person sitting behind the front desk. [redacted] MT ([redacted]), Technical Supervisor was fairly polite but continued to reiterate that the error was mine. The customer (despite asking for help and reaching out in the past) is wrong in this mindset. She did however tell me that I was not the only customer who had made this error. So 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 customers. I 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 body. that is why I suggest the x-1

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 appointment. Evidence that this issue has inconvenienced me not once, but twice and supports my claim that their web site appointment making process is inadequate. I'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 40 minutes (one way) out of my way for the fun of it. The error is in their system but they continue to blame the customer. Lastly 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 manner. They were not when I needed help. That is the truth and speaks to inadequate customer service. I also continue to believe that it would be easy to make changes to the scheduling web site that would prevent this issue in the future. For 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. -[redacted]