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,

A driver of a white Scion nearly hit my car as I was getting onto the freeway. Clearly marked as a car for Sonora Medical, they sped up to pass me while merging on the on ramp. I honked at th to alert them, but they continued and seemed very irate.

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

September 17, 2014

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85015-4585

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,

Customer Service Supervisor

Sonora Quest Laboratories

August 17, 2016     Revdex.com 4428 N. 12th Street Phoenix, AZ 85014   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

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 3 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,

Revdex.com4428 N 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. [redacted]’s inquiry.It was discovered that Mr. [redacted] had contacted our Tucson lab at 520-886-8101.  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 concerns. As 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 [redacted]’s insurance feels differently. We have reached out to Mr. [redacted]’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. [redacted]’s claim.   We hope this address Mr. [redacted]’s concerns to his satisfaction. Sincerely[redacted] Johnson Client Billing /LTC 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. QUEST STATEMENT:In our research of this issue, we understand that both [redacted] and our local Release of Information Department have corresponded with you directly via email to attempt and resolve this issue. MY RESPONSE:Sure, QUEST REPEATEDLY  "contacts" me, and provides the SAME USELESS INSTRUCTIONS. There are NO LAB RESULTS on my "MyQuest" account and/or the "Quest360" account. Clicking on "LAB RESULTS" in my Quest account, merely prompts me to REQUEST lab results. I have done the "REQUEST" numerous times, EACH request is met with an acknowledgment of my request, but NEVER have I received the ACTUAL LAB RESULTS or an effective method of accessing those labs.Even more frustrating, I receive emails from QUEST stating my lab results are available by simply clicking on "...". However, clicking on the suggested line, simply directs me to REQUESTING MY LAB RESULTS AGAIN!QUEST, Reapeatedly stating they have "contacted" me does not equate to a resolution of the issue at hand. Insanity: doing the same thing over and over again and expecting different results (Albert Einstein). I am now convinced QUEST simply is NOT CAPABLE of or is UNWILLING to provide MY lab results.It seems the Revdex.com is satisfied with QUEST's empty claims of "contacting" me? Absent any evidence that I have actually received or been granted access to MY LAB RESULTS vs the dead end loop of REQUESTING lab results, these "alleged contacts" are a moot point.Contacting QUEST via phone is not an acceptable option. As I explained to them repeatedly, I have a permanently paralyzed vocal cord which makes communication via telephone difficult.I suppose my only recourse is to simply ban QUEST from future lab orders by my physicians.Please note that your Arizona [redacted] account should be used to access lab results performed in Arizona. You can reach us locally by email at  [redacted] for further assistance.

Regards,[redacted]

Dear Dispute resolution consultant:We apologize Mr. [redacted] 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 account. Mr. [redacted] account has been removed from collections, the additional diagnosis and chart notes were submitted to insurance for review.  Mr. [redacted] 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. [redacted] a 15% discount to reduce his patient responsibility, making the balance owed $59.13.  Should Mr. [redacted] want to take advantage of this offer he may contact our office at ###-###-#### M-F 8am-4pm.

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.

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

After reviewing Mrs. [redacted] account and the original order we found that we were provided [redacted] insurance, which we billed but came back as patient...

ineligible. The original order also had the patient’s address as; [redacted]. The phone number that we were provided in the order was ###-###-####.  

Once the denial from [redacted] was received two statements were mailed to the address we were provided. Since no answer was received the account was transferred to our precollections department for further communications. This department had the account from 02/22/2013 until 06/27/2013. On 06/28/2013 the account was transferred to [redacted] for collections process. Both precollections and [redacted] made multiple attempts to contact the patient but were unsuccessful due to the information we were provided. 

Given the fact that the address and phone number received were incorrect, the patient did not have the opportunity to provide us with correct insurance information.  As a courtesy to the patient we will adjust the balance on this account. 

We hope this addresses Mr. [redacted] concerns.  If he has any questions, he can contact me directly.

Sincerely,[redacted]

Patient Billing Inquiry Supervisor

Sonora Quest Laboratories

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this infomation is different that what I was told by both [redacted] and the Sonora Quest rep I spoke with last week. [redacted] has attempted twice to get the bill from Sonora Quest, Sonora Quest has not submitted a bill to [redacted]. I am only asking that Sonora Quest give me a bill or communicate with [redacted].

 

Regards,

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.

Thank you for your correspondence and for providing us an opportunity to investigate and respond to Mr. [redacted] complaint.An investigation into Mr. [redacted] accounts has determined that SQL performed laboratory testing on Mr. [redacted] on 3/14/2014 and 6/6/2014 appropriately and as requested...

by the ordering healthcare providers. On 4/2/2015, SQL Risk Management Director contacted [redacted], the patient’s healthcare provider and spoke to an employee who verified that Mr. [redacted] was seen in the [redacted] office on 3/14/2014 and 6/6/2014 with laboratory testing being ordered, drawn and performed for both dates of service.The bill Mr. [redacted] is receiving is a valid invoice for services performed at Sonora Quest Laboratories. We hope this addresses Mr. [redacted] concern. Sincerely,[redacted]Billing Customer Service Supervisor

April 19, 2016Revdex.com 4428 N. 12th StreetPhoenix, AZ 85014RE: Complaint ID #[redacted]- [redacted]Dear Dispute Resolution Specialist: The test requested for Mr. [redacted] by his physician is a time sensitive test and because of...

this, the number that can be performed daily is limited in the laboratory. The 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 2 weeks. If 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. [redacted]’ 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 box. For the appointment needed on 4/15/2016, Mr. [redacted] neglected to make this selection; however, on two previous occasions (9/9/2015 and 12/1/2015) he had scheduled the correct appointment type over the Internet. These two appointments were not scheduled by an SQL staff member. No changes have been made to our website or scheduling system in the time elapsed between the prior appointments and 4/15/2016. Mr. [redacted] 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. [redacted] 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 laboratory. Again, the test is time sensitive and must be tested within a certain time frame from collection. It is not possible to perform two of these at the same time.Finally, Mr. [redacted] notes that he was unable to reach someone for help via phone. Our 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 forward. 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,Barbara D[redacted], Patient Services DirectorSonora Quest Laboratories

Review: Sonora Quest has failed to properly process a claim to my insurance provider, [redacted]). My husband and I have called them numerous times but they have failed to correct the matter for months now. They have also failed to properly communicate with and appropriately respond to my doctor's billing department at the [redacted]r about this matter. [redacted] has notified us that many, if not all, of the laboratory services Sonora Quest is incorrectly billing me for are covered for free as preventive services under my [redacted] plan. Moreover, Sonora Quest is guilty of consumer abuse by continuing to send us numerous letters threatening us with a collection agency and a delinquent payment notification to the credit companies all the while they are refusing to correct this matter after being notified by my husband and I numerous times. Furthermore, the office manager at the [redacted]r has also tried unsuccessfully to correct this matter with the recalcitrant Sonora Quest.Desired Settlement: For the Revdex.com to forward this complaint to Sonora Quest and hopefully finally get them to correct this matter and end their consumer harassment.

Business

Response:

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]

Consumer

Response:

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 Unfortunately you are not aware of the improper business practices your company engages in. You claim I am not being billed while the resubmitted claim is being processed by [redacted] AZ; you state your company received this information from my doctor’s office on 12/20/2013.However, a few days ago I received another threatening letter your company sent me; the letter was dated 01/07/2014. As proof, I have attached a copy of the letter to the email to the Revdex.com—as you can see it is crumbled—crumbled because my husband and I were angry over your business’ improper practices and continued harrassment. This was not the first letter either—your company has sent me at least two or three such threatening letters now. Moreover, my doctor’s office states that they sent your company the chart notes a total of four times now in an attempt to resolve this issue. And furthermore, your company neglected to properly follow-up to resolve this matter after my husband and I called your company about four times. And finally, when no one at your company answered the phone a few days ago, it provided an opportunity to leave a message to receive a return call. Your company never called me back. That was the final straw and as a result, I filed the complaint with the Revdex.com.My husband and I wonder how many customers you overcharge through your improper business practices. Customers that do not know better given the complicated healthcare industry we have. But your business should know better and act accordingly.My husband and I are hereby asking the Revdex.com, if possible, to record this complaint as part of a record for your company. I am adamant about my complaint for the recalcitrance of your company to resolve this matter by: 1) failing to communicate and coordinate with my doctor’s office, 2) failure to properly take corrective action when alerted by customers, especially when a customer calls repeated times, and 3) an attempt, intentional or by incompetence, to overcharge customers for your services especially when your company has been alerted numerous times by the customer that there is legitimate problem with an invoice you are attempting to continuously force the customer to pay.I hope your company gets its act together and ends its harassment and abuse of your customers. We hope the Revdex.com keeps this complaint on record for your company until your company can assure the Revdex.com that you are taking corrective measures to end your customer abuse and attempted overcharging.I do not consider this issue resolved at all at the present time and my hope is to continue to work with the Revdex.com until it is. As far as I know, based on our experience with your company, your company will continue to try to overcharge me unless I receive: 1) a revised and correct statement, and/or 2) I receive an apology letter that this matter has been resolved.My husband and I no longer trust using your company for our medical lab services.Sincerely,[redacted] Zarnoch

Business

Response:

We apologize that Ms. [redacted] is not satisfied with our response. As we have explained previously, her insurance processed her claim leaving her patient responsibility of $58.73. We are not over charging but billing for what her insurance states is her patient responsibility. As a courtesy we sent an appeal to her insurance when the physician provided all the necessary information to do the appeal.As a result our courtesy appeal, Ms. [redacted] insurance reprocessed her claim and paid the balance on 01/30/2014, leaving no patient responsibility. Ms. [redacted] account balance is now zero. Sincerely,[redacted]

Review: Keep getting billed for Physician service that has been paid by [redacted] my primary ins. and [redacted] my secondary ins. This has been going on for 5 months. Every time I call this dept. when I receive a bill, I keep getting told the wrong info. or misinformation or different excuses why it hasn't been taken care of on their end. The latest today was supposedly the my first name was billed under [redacted] instead of [redacted]. When I told the rep. if that is the case then how can I be looking at the E.O.B.s from both insurances saying it was paid. I have sent the E.O.B.s to their dept. and hand carried them down to a Sonoran Quest Laboratories in [redacted]. I asked to speak to a supervisor and they were conveniently busy. I left a voice mail one and a half hr. ago for a return call from a supervisor and no response.It must be nice to have a job where their is no consequences for not doing your job. That seems to be the norm for the civilian community!Desired Settlement: Send me a receipt saying this issue has been resolved and disciplinary action for the people not doing their jobs!

Review: I have been sending proof of payment to Sonora Quest Lab for 3 years each time I have sent the proof when asking for payment, then I do not hear from them and I will get another request for payment this is a never ending circle, and then I finally called only to transferred repeatedly, then find out that they have applied my payment to someone else account, and will not provide any written notification of this, and why it was when my name was on the payment. I am only responsible for my own bills not someone else.

Thank you.Desired Settlement: The desired outcome is that I would like my account corrected.

Thank you.

Consumer

Response:

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, however will the negative information that the collection agency has been reporting about me be removed from my credit report and repaired. Thank you again for your assistance in this matter.

Regards,

Review: I went in for a routine physical on 12/9/2014. My doctor is Dr. [redacted] and the practice is located at [redacted], Tucson AZ (###-###-####). The blood work, from Sonora Quest, associated with the visit should have been coded as preventative care so my insurance, [redacted], could pay it as such. Instead I receive the full bill for the blood work. The Dr's visit was coded correctly using the preventative codes but the blood work was not. I talked to [redacted] at Dr. [redacted] office (###-###-####) on 1/2/2015 and faxed in the incorrect bill from sonora quest as she asked. I later followed up with the doctor's office on 1/8/2015 and spoke to [redacted] who told me [redacted] had hand delivered the correction to sonora quest's billing representative [redacted] (###-###-####, menu #*, then menu #[redacted], then menu #*). I have left Mrs. [redacted] over 5 messages and have called about 14 times and left her voicemail's simply asking what the status of this when (just to make sure she was handling it). She has yet to return any of my phone calls. I have called Sonora Quest directly and they have no updates for the correction and keep redirecting me back to the referring doctor. I also have about 12 correspondences with my heath insurance provider ([redacted]) who has not made any progress on this case.Desired Settlement: Either the Doctor's office or sonora quest has created this billing error. Given the fact the doctor coded the bill correctly and they are the only ones being responsive, I am blaming Sonora Quest. Mrs. [redacted] simply needed to call me back and tell me she has taken care of this issue. But she could not even do that. Recode the bill under preventative care as ordered by the referring doctor. The amount they are incorrectly billing me for is $67.90. I also want an apology letter from Mrs. [redacted] about not returning a single phone call. In addition, I have made about 20 phone calls, 1 fax, and 12 emails. This amounts to $200 of my time I want reimbursed.

Business

Response:

Revdex.com4428 N 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. [redacted]’s inquiry.It was discovered that Mr. [redacted] had contacted our Tucson lab at 520-886-8101. 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 concerns. As 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 [redacted]’s insurance feels differently. We have reached out to Mr. [redacted]’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. [redacted]’s claim. We hope this address Mr. [redacted]’s concerns to his satisfaction. Sincerely[redacted] Johnson Client Billing /LTC Supervisor

Review: I have several laboratory claims from Sonora Quest Laboratories on 1/19/2012, 1/10/13, and 1/11/13 which have not been paid in entirety (some of the labs were paid some were not) by my [redacted] insurance due to the fact that my insurance went abruptly bankrupt as of the end of March 2013. (I was notified at 3pm Friday afternoon that my insurance would be ending the following Sunday at midnight the last day of March 2013). I have tried to discuss this with several people at Sonora Quest Laboratories. I have gotten numerous bills from Sonora Quest Laboratories varying from $500+ over the past year. I have called asking them to resubmit the bills to [redacted]. Recently I have been getting “robocalls” that I owe Quest money. I called Sonora Quest Laboratories and discussed the situation and got passed around to several people. I insisted that the “robocalling” STOP!! The third person I talked to was [redacted]) who asked me to submit via fax a copy of my insurance plan and card which stated I only had a copy of $10 for laboratory work. I did as she requested. She was unaware that [redacted] had gone Bankrupt even though my information had been passed to her for “followup” for unusual situations. I suggested that Sonora Quest Laboratories instead of charging me for their “inflated prices” (NOT THE PRICES THAT UNIVERSAL WOULD PAY) that they follow bankruptcy procedure and get their money from [redacted] Insurance through the courts. I ended the call Monday June 3, 2013 in which she said she would have her supervisor give me a call. On Monday June 10th, 2013 I was contacted by [redacted] at [redacted], COLLECTIONS, [redacted], who states that she is contacting me for the bill of 1/19/2012 for a total of $75.14. [redacted] states that if I don’t pay the bill in 60 days this will show up as a negative up on credit!! [redacted] did not have the information on the other dates of concern I have listed above 1/10/13 and 1/11/13.

I NEVER GOT A CALL FROM THE SUPERVISOR AT SENORA QUEST LABORATORIES. OBVIOUSLY THEY WANT TO COERCE ME INTO PAYING THIS BILL BY THREATENING ME WITH BAD CREDIT.

Sonora Quest Laboratories did have a contract with my [redacted] Any, Any, Any Plan as their labs shows up as one of their covered laboratories. Sonora Quest Laboratories took a copy of my insurance card before each of my blood draws. They clearly should know my copay and they SHOULD make all efforts to recoup their money from their contract with [redacted].

I believe that SONORA QUEST LABORATORIES should not be sending a bill to a patient whose insurance clearly states that they have a $10 copay. This should be taken up between the [redacted] and Sonora Quest Laboratories. Clearly something is not fair in our system when “overcharges” are routinely sent to the patient who is expected to pay them without question. (I actually think this is patient abuse). Especially since NOW there is NO ONE at [redacted] answering the phones to mediate. I should not be STUCK WITH THE BILL. Everyone I talked to at Sonora Quest Laboratories did NOT want to discuss this issue at any length and simply wanted to push it off to the next person. As far as they were concerned, it didn’t matter the circumstances, (and they were very argumentative with little compassion). This is their policy and the BILL WAS MINE!!!

Sincerely, [redacted]Desired Settlement: I would like complete cessation of billing for any and all lab work for the above dates 1/19/2012, 1/10/13, and 1/11/13 (go to bankruptcy court and get it from Universal) and any attempt at collections to STOP IMMEDIATELY. If there any credit issues show up on my credit. I will submit another complaint to the Revdex.com and will also send a letter to Senator [redacted] who is my representative.

Business

Response:

June 10, 2013

Revdex.com

4428 N 12th Street

Phoenix, AZ 85015-4585

Attn: [redacted]

RE: Complain ID #[redacted]

Dear [redacted]:

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

Our patient AR supervisor had been researching [redacted]’s accounts. Sonora Quest Laboratories is a contracted provided with [redacted]’s insurance company. If her insurance had processed and paid these claims correctly, the patient responsibility would have been $55.00 for all dates of service. Since the insurance company is bankrupt and there are no appeal rights for [redacted] we are willing to honor [redacted]’s plan benefits. The patient AR supervisor has spoke with [redacted] and let her know her new patient responsibility is $55.00 which she found agreeable.

We hope this addresses [redacted]’s concerns and apologize for any inconvenience this may caused.

Sincerely

Billing Customer Service Supervisor

Sonora Quest Laboratories