Sonora Quest Laboratories

Review: I had a $35.00 charge above what my insurance paid...I DID NOT receive a bill and it was sent to collections. I paid the $35.00 the next time I went to Sonora but the $35.00 HAS NOT been removed from my credit report and does NOT show paid.Desired Settlement: CORRECT CREDIT REPORT TO SHOW WAS AND ERROR AND PAID

Review: I have had [redacted] insurance for over 4 years and have had Sonora Quest as my labs for more than that. My problem is past due bills not adding up with prior ones that I have had. Each one is different each time I get them done. My intention was to pay past amounts due which I have neglected to pay. I want to get caught up with them before they send to collection and puts a ding on my credit report. They range from $6.00 to $35.00., that is not the problem, the problem is I have every 3 months the same lab work done exactly like the last one each bill is different than the other. A new issue arise with them when they were charging me over $300.00 for 2 of my lab works, I called they responded they lost my insurance information and sent me letters to let me know, I never received them. Now they say this is my problem to pay them or they will send to collection agency and put on my credit report. This happens every year with them, mistakes and them not acknowledging their mistakes in the billing department. They put me on hold to speak with a manager and leave me there for a long time til I realize they played me. My Doctor said to file a formal complaint and he will do the same, he has had many issue with Sonora Quest Laboratories and his patience concerns on their ethical behavior. It is not my problem they can not bill the right insurance companies for their payment.Desired Settlement: To submit right lab work to right insurance company so they get paid, I do not have that kind of funds around to pay. I have [redacted] and always have had them, I do not have [redacted].

Business

Response:

December 22, 2014 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. 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

Business

Response:

December 22, 2014 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. 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

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 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,

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 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,

Business

Response:

January 12, 2015Revdex.com4428 N 12th StreetPhoenix, AZ 85015-4585Attn: Maria GarciaRE: Complaint ID #[redacted]Dear: Maria GarciaIt is unfortunate Mr. [redacted] did not find our first response satisfactory. We can only reiterate our position on Mr. [redacted]’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. [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.We sent Mr. [redacted] a total of 4 letters and none were returned to us as a bad address. RSI Collections also sent 6 letters for this date of service along with letters on the 9 other accounts of ours for Mr. [redacted] that are in collections for non-payment. None of the letters were returned to the collection agency. 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]. Again 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. His insurance will accept a claim for him as there is not a timely filing limit of 180 days for the patient to self -submit to his own insurance company. Sincerely[redacted]Customer Service SupervisorSonora Quest Laboratories

Quite disappointed made an appointment to avoid missing work. I arrived 7 minutes before 7:30 appointment (Carondelet lab) waited 15 minutes asked reception how much longer I would need to wait was told I had only just arrived. I replied that I had arrived approximately 6-7minutes before my appointment as I noted the time at sign-in. Receptionist's reply is that I was told to arrive before appointment. I was given no such instruction and did not expect to wait but reiterated could she give me an approximate time when I would be seen, she responded I would be next. After almost 20 minutes had to leave without getting lab work needed done.

Nightmare - from overcharging for services to incorrect results, this lab is the WORST. Use DIRECT LABS instead - fast, reasonably priced, easy to use and accurate. Sonora Quest cannot even get simple cholesterol tests correct and then coded and submitted claims incorrectly - just happened to submit the lower priced claim to the insurance company and tried to stick me with the higher priced service - took me 10 months to straighten out - harassed me and threatened collections and credit score impact, and then when I proved them wrong, tried to change the invoices. Never apologized, just keep sending threats and incorrect invoices. DO NOT USE this COMPANY.

Review: Sonora Quest Labs made a mistake with my blood test; an employee miscoded the tests that my doctor ordered and I was given a T3 test instead of a testosterone test. I called their office and spoke to [redacted] at their call center and they told me to go back to their office for a recollection of blood, and there would be no charge. The employee at the lab told me I would have to pay for the test. Upon calling today, they told me they wouldn't charge me for the blood draw, but I would have to pay for the test itself. First they made a mistake in my testing, then [redacted] told me there would be no charge for the test, and there *was* a charge. How can they make mistakes like this, causing me inconvenience and expense and not foot any of the bill? They seem to be the only show in town, so they are arrogant and don't feel they have to do anything to take responsibility for their mistakes. They also said they were going to credit Blue Cross for the other test that my doctor didn't order, but I paid for that test myself. I am very unhappy with their service, but they don't care at all.Desired Settlement: Given the mistakes they made, and the fact that I had to lose time at work to go back to their office a second time, I want them to perform the testosterone test for free. It's the least they can do.

Business

Response:

October 22, 2013

Revdex.com

4428 N 12th Street

Phoenix, AZ 85015-4585

Attn: [redacted]

RE: Complaint ID #[redacted]

Dear: Ms. Fellows

Thank 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 account for date of service 6/11/2013 and found that Testosterone total test was entered incorrect by the Patient Service Center as a T3 Free test. Mr. [redacted]’s account has been credited for this test and we are refunding his insurance the amount they paid for this test. Mr. [redacted]’s insurance paid in full for the T3, there was no patient responsibility. There was patient responsibility associated with other testing performed at the same time, which Mr. [redacted] has paid.

Mr. [redacted] was redrawn for the correct test on 10/16/2013. There was no charge for the specimen draw and the correct test has been sent to his insurance for processing. Mr. [redacted] will not be responsible for any out of pocket expense for the redrawn testing.

We hope this address’s Mr. [redacted]’s concerns and do apologize for the inconvenience it may have caused.

Sincerely

Billing Customer Service Supervisor

Sonora Quest Laboratories

Consumer

Response:

[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 November 30, 2013 for the business to perform this action and, if it does, will consider this complaint resolved.

Please note that I have reviewed my Blue Cross account, and they are showing that I will be billed by the provider (Sonora Quest) $20.57 as my cost share of the blood test. After reading the response from Sonora Quest, it sounds like they are not going to bill me for my cost share. If they do indeed not charge me, I would consider the matter resolved. Thank you for your assistance in this matter.

Regards,

Review: Blood tests were performed on routine physical that is covered 100% by insurance. I however received a bill for $69.51 I contacted Sonora quest, [redacted] and Dr's Office ( [redacted]). It was relayed to me that there were coding issues, Instructions on how to correct was given from Sonora Quest to Dr's Office. Dr's Office faxed over information requested by Sonora Quest. Problem Solved, NO! A couple months later I received Collection notice from [redacted]. I contacted Sonora Quest and was informed that Dr's Office did not send all required information. I complained that this was the first I heard there was still an issue. Sonora Quest said that additional billings would have been sent out followed up by at least 2 phone calls. No additional Billings were mailed to me and no phone calls. I spoke to [redacted] at Sonora Quest PH# ###-###-#### and she gave me what information was still missing. I told her I would contact Dr's office and would have them call her at her personal phone number to issue what ever paperwork that was needed. I asked [redacted] to call me back in 2 days if she did not receive the data she needed, she agreed. I contacted Dr's office and they said they would contact [redacted]. A couple days later I had not heard from [redacted] so I called and left her a voice mail to contact me. She did not return my call, I called again and left another voice mail, a couple of days went by still no return call. I have called again and so far no return call. Mean while I am still receiving letters from the collection agency in which I was expecting Sonora Quest to notify that they were working it out with the Dr's Office. Sonora Quest shows no concern in getting this corrected and I am chasing people that don't care. The Account # from [redacted] (Collection Agency) is # [redacted]. The original Accession Number is [redacted]. Meanwhile time is ticking and I am getting absolutely no assistance from Sonora Quest. If you have any questions, please contact me.Desired Settlement: I would like for Sonora Quest to contact me by Phone and Mail to let me know that the billing problem is resolved and that Collections has also been notified issue is resolved. I would like [redacted] (Collection Agency) to send a notice to me that states issue resolved and collection attempts will cease. I would like Sonora Quest to send me an apology letter for there extremely poor service, and let me know that they are re-training employees on correct SOP.

Business

Response:

RE: Complain ID #[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,

Review: I had a large bill from Sonora Quest due to a gap in insurance coverage. I made regular payment on the bill and in the last month made one large payment satisfying 3/4 of the bill and on July 3rd I made the final payment by phone to pay my bill in full. My issue is twofold. The first is that I attempted on several occassions to pay my bill by phone. Four times I was told that I had to leave a message because the call volume was too high, or was prompted to use the call back system to be called back within 24 hours. I attempted to use the callback system 4 times and NEVER recieved a call back, so I just had to keep trying. I finally got through on July 3rd and paid my fill in full. Now I am receiving a letter dated July 10th from a colleciton agency, RSI attempting to collect on this bill. Sonora Quest obviously has issues with their billing department. They are understaffed, disorganized or both. I am a customer who has attempted to pay this bill to the best of my ability, I at no time ignored this obligation or refused to pay it. Now I most likely have to take the time to dispute this through the credit bureau as well. I have blood tests at least quarterly and I will NOT be using Sonora Quest any longer, it isn't worth the hassle.Desired Settlement: I want my credit report cleaned up to not reflect his as a collection item, ever. I want some kind of written contact by Sonora Quest that the bill is paid and my credit report has been cleared.

Business

Response:

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.

Review: On Wednesday August 20, 2014 I went in to get my blood drawn like I have been doing every month for the last year from your location at [redacted] 40th Street, Ste. [redacted] in Phoenix. After waiting 15 minutes the lady working in billing called me up and presented with a bill from 2013 for 2,965.32. I was in shock as I go in every month and this was never brought to my attention. She then proceeds to tell me they will not provide me services until the bill is paid. I look at the address on the bill and it is completely wrong they don’t have my apt. number on it and I had moved. I advised the billing lady that I updated my address online with you back in August of 2013 and she was quite rude and didn’t want to be bothered she pushed me off to your billing dept. I have End Stage Renal Failure and Sonora Quest is the only laboratory on my insurance and every bill this year has been submitted and paid by insurance. Last year my job let me go because I was on LTD because of kidney failure and they advised me my insurance was good until Nov. 2013. I only later found out it was cancelled in August of 2013. On Wednesday when she presented me the bill 2 ascensions were already in collection and 2 were not. I called customer service on Thursday August 21, 2014 and spoke to [redacted] whom when I advised him of my situation, advised me he could make payment arrangements for 5 months which is almost 600.00 in order for me to continue to receive services from Sonora Quest. I get 1,000 once a month from disability. I cannot afford that. [redacted] then promised me he would speak to his supervisor to see what he could do to make the payments affordable and he would call me back. HE NEVER CALLED ME BACK. I call back today and [redacted] answered again, now I am told all the accessions are now in collections and they just rolled over so now I have to go to the lab to pay 50 percent of the balance to receive services from you guys. When I told him had you called me back when you said these would have not also went into collections. His response, “It is what it is” “go to [redacted]” and “how would you have paid it if I called you back” First off [redacted] is the WORST representative I have ever spoke to. I admit I have a bill to pay but Sonora Quest has dropped the ball for the following reasons:

1. You sent the bill to the wrong address even though I updated it with you and its funny RSI has the correct address. All my mail was forwarded also because I received 2 bills from you months ago from the same time frame and they got to me and I paid them.

2. Why was I not informed of this debt when I go in EVERY month for bloodwork? Why was it almost a year later that I am informed?

3. Since [redacted] never called me as promised the other 2 ascensions are now in collections because he dropped the ball and never even apologized.

4. You provide a lifesaving service how can you not may arrangements more affordable for people and deny them services? Hospitals and Doctors all make arrangements.

It is because of Sonora Quests negligence I was not able to address these bills in a timely fashion. I don’t even know the name of the girl who does the billing at location she does not wear a name tag. By the grace of god I was able to pay 50 percent of my bill and make arrangements with RSI to pay the rest and now able to receive services from you guys since you are the only ones on my insurance. I am also sending a copy of this to the [redacted] in regards to your billing practices and the way you treat customers who need your services. I want action taken against [redacted] got the way I was treated on the phone and the fact he never followed up with me.

Accn/Order [redacted]Desired Settlement: First I want to know [redacted] has been reprimanded. I think they should take something off the bill for all the issues I have had and that due to their negligence I was denied services. I also want to be assured that since I have addressed and paid half the bill I will have no problems going foward. Their billing practices are not ethical they should give patients more than 5 months to pay bills that are high

Business

Response:

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,

Customer Service Supervisor

Sonora Quest Laboratories

DON'T BRING CHILDREN TO THE SONORA QUEST ON [redacted], AZ! I brought my very nervous six-year old daughter here. She even told the phlebotomist she was scared, but there were no words of reassurance from the staff. The phlebotomist didn't really say much to us at all except to ask if my daughter would like to sit on my lap, which she said "no." As soon as the needle was inserted, my daughter jerked back, and blood was everywhere. My daughter was hysterically sobbing as I was then reprimanded by phlebotomist for not having her sit on my lap. (I wouldn't have minded doing that, but she made it sound optional rather than critical when she asked earlier. If she had warned me this might happen, I would have gladly sat with her.) Again, there were no words to calm my daughter down or even a "sorry." She asked if we wanted to draw the sample on the other arm since we had collected no blood at this point. Meanwhile, my daughter is so hysterical there was no way I could have her work on the other arm. The phlebotomist made me feel like I was in the way and should get moving out of the office if I wasn't going to do the other arm. My daughter hyperventilated practically the whole 15 minute drive home, crying that she never wants to get blood taken ever again. In my opinion, the staff should be coached and trained on how to handle nervous children or even calm down someone who is upset. I felt like I had no empathy at all, and now I have to worry about my daughter having permanent phobias with needles. I'm never coming here again!

Review: On 2 different occasions I had blood drawn by 2 different doctors at their office locations. The accounts were both submitted to a collection agency. I contacted Sonora Quest to find out why these accounts were ever sent to collections to begin with, I was told I didn't have insurance. This has never been the case, I have always had insurance. In the meantime I had paid the collection accounts. I sent a certified letter to Sonora Quest asking them to request that the collection accounts be removed from my credit report as they should have never gone to collections to begin with. The collection agency is refusing to remove them. I called Sonora Quest to request my written authorization for the services rendered as per the doctor office's request. They are unable to provide this documentation and have told me that basically I am out of luck. I am not asking for reimbursement or for them to process the claim, I simply don't feel that I should be penalized for these accounts when they shouldn't have ever gone to collections to begin with. I feel it is bad business practice on their behalf to allow doctor offices to draw the blood, submit it to the lab with out documenting the patients insurance and when they were unable to get paid by the insurance company why they would not have reached out to the 2 offices that incurred these charges!Desired Settlement: Remove collection accounts from my credit report due to their poor business practices.

Review: I have been going to Sonora Quest many times over the past two years. On February 12, 2015, I went to the Sonora Quest Lab at [redacted] in Tucson, AZ. to have my monthly blood drawn. My Rheumatologist needs my blood test results to make sure my liver and kidneys are not being damaged by the medicine she has prescribed.

On February 12, 2015, I signed in at Sonora Quest, and was in the waiting room for 20 minutes before a staff member told me they could not do my lab work until I paid an outstanding balance of $66.39 from April 1, 2013. I had never received any notification from my insurance company ([redacted]) or from Sonora Quest about any outstanding balance from April 1, 2013. I thought for sure this had to be an error. I have been getting blood work done at Sonora Quest almost every month over the past six months, and had several other lab requests done during the past two years and there was never any mention of a delinquent balance of $66.39. This came as a complete shock, and I was infuriated to learn that for two whole years Sonora Quest has never informed me of a balance on my account. I am no longer with the employer I had my insurance with two years ago, and I no longer have [redacted], so it is impossible for me to contact them regarding this outstanding balance.

Upon calling Sonora Quest's customer service department, I learned they entered my billing information incorrectly into their computerized system, so when they sent me a bill it was undeliverable. I have had the same home (billing) address and the same telephone number for over 12 years. There is no reason, they could not find my correct information, call me, or tell me in person about an outstanding bill prior to February 12, 2015. I am not the type of person to be delinquent with paying my bills, so it is utterly unacceptable that Sonora Quest has turned my account over to a collection agency due to lack of payment on a bill I never received, and knew nothing about. How can Sonora Quest turn me over to a collection agency when they did not even attempt to contact me by mail, phone, or during any of the other times I went in for blood (lab) work? Is not there a statute of limitations saying they must contact the patient before a year? If not, there should be. Without a doubt, Sonora Quest could have contacted me within two years because my information has not changed in over 12 years. Why did not Sonora Quest attempt to contact me before turning me over to a collection agency? Sonora Quest refuses to answer my questions about their billing practices, but they insist I pay on a balance that I knew nothing about.

Sonora Quest obviously cares more about their money, than the life of a human being. If my liver or kidney's fail because they refused to do my blood work due to an unknown balance of $66.39 from two years ago, I will make sure my family sues Sonora Quest. If Sonora Quest thinks this is a funny April fool's joke, IT IS NOT!Desired Settlement: Due to Sonora Quest's delinquency in notifying me of this balance, it needs to be written-off. I have no way of contacting the Insurance Company about a balance from two years ago. I had a Health Savings Account (HSA) with [redacted] in April of 2013. [redacted] (HSA) did not have deductibles for lab work. I no longer have my Health Savings Account (HSA), which covered this lab fee.

I knew nothing about this overdue balance. I only learned about this bill from two years ago by not being able to get my necessary blood work done. Sonora Quest knows this balance is too old for me to rectify, and they need to write this balance off. It is impossible for me to deal with the insurance company due to Sonora Quest's neglect from two years ago. Sonora Quests need to contact patients by mail, phone, or when they go in for appointments before slamming them with a bill two years old, and turning them over to a collections agency. Sonora Quest has not attempted to contact me whatsoever over the past two years while I was using their services. As I mentioned earlier, my address and telephone number has not changed in over 12 years. This is just bad business! There is no excuse for treating and billing patients in this manner. Unfortunately, I need the services of Sonora Quest Laboratories approximately every month, so I need this antiquated balance taken off my account, so I can get the treatment/lab work I need and deserve.

Business

Response:

February 18, 2015Revdex.com4428 N. 12th StreetPhoenix, AZ 85015-4585Attn: Dispute Resolution ConsultantRE: Complain ID #[redacted]Dear Dispute Resolution Consultant:Thank you for your correspondence and for providing us an opportunity to investigate and respond to Ms. [redacted] inquiry.Upon reviewing Ms. [redacted] 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 bureau. Sonora 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. [redacted] could have been in prior to this month and not asked for payment on this invoice. Ms. [redacted] insurance was billed for this date of service and processed the claim leaving $66.39 as patient responsibility. Ms. [redacted] would have also received an explanation of benefits from her insurance company with this information. Even though Ms. [redacted] 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. [redacted] concern about being refused services, we are not the exclusive provider of laboratory services with Ms. [redacted] current insurance. She is able to seek laboratory services at any other laboratory. We hope this clarifies Ms. [redacted] concerns. Sincerely[redacted] Billing Customer Service Supervisor

I have been trying to get my test results for weeks. They keep promising.

No one will answer the phone

Worst customer service ever

I have submitted the authorized form to send the results to my home address and email address along with Doctors name.

Sonora Quest didn't send the results to my home or email address. The results sent to only to Doctor's office.

I am not sure why they have requested the authorization for results to share to me. I went for lab work on 11/21 and I need to submit the results before 11/30th to my office. I have tried many ways to Sonora Quest, the department pick the call doesn't have facility to share the results. The concern depart never picks the call. For reaching 11/30, I spent hours for Dr Appointment and spent hours for lab work, now no use of went thru all these tests, where I couldn't submit the results on time in my office.

Review: Sonora Quest Laboratories, twice in the last three years, has never contacted me by phone or mail, and forwarded two billings to a collection agency. I spoke with SQL who said that once the issue was forwarded to the collection agency they were no longer involved. Subsequently, after realizing the credit impairment,while checking my credit on a lark, I called the collection agency. They fully admitted that they made no attempt to contact me and agreed that forwarding a negative report to the credit agencies usually works. I offered to pay them the full amount if they guaranteed me in writing that once paid they would rescind the negative report. Initially they agreed and I have a confirming email of my request directed to their office. They never honored my request and choose a course of demanding and agitating phone calls. It should be known that I did receive a copy of the first bill, but never the second. I have no way to know the second bill is accurate. Sonora Quest has an old address that they continue to use despite several visits and payments that have corrected same.Desired Settlement: I am willing to pay the first invoice, and the second as well, (once I receive a copy of the second and confirm it is mine) All I ask in return is a written guarantee that my credit report is corrected promptly. Subsequent phone calls from the collection agency have been unpleasant, it is unlikely I can reconcile this with that firm.

Review: SONORA QUEST LABORATORIES advertises several options for clients to receive their lab results. I had labs drawn on 2 occasions, 10/07/14 and 10/24/14. Despite numerous attempts utilizing their online systems as instructed, I have yet to receive these results. After informing them that I would report this issue to the Revdex.com, I received an email stating that my resuslts were not in their system and they had likely been subcontracted out to a different lab. I received copies of my 10/07/14 results from my physician. Those copies clearly indicate the SONORA QUEST LABORATORIES as the processing lab. I also have claims processed and paid through my [redacted] Insurance for both the 10/07/14 and 10/24/14 lab draws. Both claims clearly indicate the SONORA QUEST LABORATORIES as the PROVIDER and the facility that received the insurance payment.Desired Settlement: I would like to receive copies of my lab results as advertised and repeatedly requested for both the 10/07/14 and 10/24/14 service dates. At minimum, I would like lab results from the 10/24/14 date of service as I have yet to receive those results from my physician.

Business

Response:

We understand your frustration regarding access to your lab results. The [redacted] by [redacted] mobile app for lab results is available through one of our parent companies, [redacted], who also supports this product. 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. 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.Thank you for your patience as we work together to resolve this issue.[redacted]HIPAA Privacy/Release of Information Director [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 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]

Business

Response:

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 [redacted] by [redacted] mobile application was developed, managed and is supported by our parent company, [redacted]. Today we again contacted [redacted] to ask them for assistance in resolving your issue. [redacted] sent you an email today outlining the steps on how to access your laboratory results. As explained in the [redacted] email, you have created several [redacted] 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 [redacted] account you created for your Arizona laboratory results. You continue to log into the [redacted] accounts you have created for testing performed in another state. This is why you cannot view your Arizona laboratory results. To view your results in MyQuest, you must use a [redacted] account for the state your testing was performed in. If you will log into your [redacted] account that you have created for Arizona, your laboratory reports are available. You must use your login name that you created for the Arizona [redacted] account. When you click on lab results, you will see a tab that says view result. Here 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 [redacted] product, please contact [redacted] through [redacted] directly. You can email them at [redacted].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 [redacted]Sincerely, [redacted]HIPAA Privacy/Release of Information Director [redacted]

Review: On 01/07/2014 I went to Sonora Quest for blood work order by [redacted]. At the time (January 2014) I was changing medical insurance. During the visit to Sonora Quest I provided the insurance card for the coverage, [redacted], that was active. Subsequent to the visit (the 1st week of February) the [redacted] coverage was termed back to 12/31/2013. New medical coverage was placed in-force with [redacted] with a coverage date of 01/01/2014. At the time (late February 2014) I contacted Sonora Quest about this change to insure that insurance was properly billed. Although I was told that I would receive a confirmation in the mail I never did. Approximately 6 weeks later (early April 2014) I again contacted customer service about the matter and was told that everything was "okay" and "not to worry." Now on January (26th) 2015 I again visited Sonora Quest for blood work ordered by [redacted]. While I was there the receptionist informed me that I had an outstanding balance from the January 2014 visit of $452.42 because [redacted] had denied the claim. This was after I was assured almost 9 months prior that the claim had been resubmitted to [redacted]. The receptionist also said that it was "too bad" because the claim was more than 12 months old and could not be submitted to insurance. Because of Sonora Quest's errors I am now stuck with a bill of over $400.00 with letters threatening collections. The invoice number for the above bill is [redacted].

In addition to the above during the January 26th 2015 visit for blood work (at which I was told it was "too bad" about the January 2014 bill) I provider my current medical ID card showing [redacted]. The phlebotomist seemed to be a new employee and did not seem to really know what she was doing. When I visited the doctor's office (on Feb 20th, 2015) to follow up on the results the doctor said that Sonora Quest had not sent (the January 26th 2015) results. Although the doctor's office has not received the results Sonora Quest is sending me letters about the 01/26/2015 not being covered by "[redacted]" ... I specifically provided my [redacted] MEDICAL COVERAGE CARD DURING THE 01/26/2015 VISIT AND WATCHED THE RECEPTIONIST PHOTO COPY IT. The "accession" number for the 01/26/15 visit is [redacted].Desired Settlement: If Sonora Quest could not correctly resubmit the 01/07/2014 blood work and quietly sit on the problem until it was "too late" I don't see why I should have to pay the entire amount.

If Sonora Quest has lost the 01/26/2015 results I don't see why I should have to pay anything ... or why my insurance carrier ([redacted] ... I've provided copies of the card 3 times) should have to pay for services not rendered.

Business

Response:

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 1/07/2014 Mr. [redacted] provided a copy of his [redacted] insurance card at the time of service. [redacted] was billed and processed the claim on 01/28/2014. Per [redacted]’s explanation of benefits, the patient responsibility for this claim was $207.31 which Mr. [redacted] paid on 02/25/2014. Although Mr. [redacted] indicates he spoke to our Customer Service Department we cannot locate any communication with Mr. [redacted] in February or April 2014 regarding 1/07/2014 date of service. Mr. [redacted] insurance did not recoup their payment on this claim until February 10, 2015. Sonora Quest Laboratories is past timely filing for his current insurance plan due to the delayed recoupment by [redacted]. We will attempt an appeal of his claim with the insurance company; [redacted].In regards to Mr. [redacted] recent date of service listed as 1/26/2015 we have confirmed with our Client Services department that the report for the services being billed was available to his physician’s office on 1/27/2015 via their electronic ordering system ([redacted]).We hope this addresses Mr. [redacted] concern. [redacted]Billing Customer Service Assistant Supervisor

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 offer I reviewed appear below.

No I do not find the business's response concerning the 01/07/14 date of service acceptable. I was told in late March / early April 2014 during my 2nd attempt to get the charges correctly submitted that you couldn't find any record of my initial attempt (February 2014) to get the matter cleared up. So now roughly a year later I am supposed to be (what) - surprised that you can't find any record? I am out at this point over $400.00.No I do not find the business's response concerning the 01/26/15 date of service to be acceptable. I was in the doctor's office at 10:00 AM February 20th (almost a month after the DOS). The doctor showed me the screens at the time. The results were not in their electronic medical records system. He even had his staff contact my regular family physician (while I waited for 45 minutes) to see if the results had been sent there. They had not. Based on the results not being there I had to have the tests redone (at another lab) which will likely end up costing me additional hundreds of dollars.

Regards,

Business

Response:

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

Review: At my regularly scheduled appointment on February 21, I was escorted to a room by a presumed Phlebotomist, who was at least six feet tall. She handed me a bill for $261.61, which I was told I incurred on 9/25/2012. I was told she would take my blood this time, but if my bill was not paid, I could not have any more tests. I never received a bill for that amount, and I have [redacted] and [redacted], so usually I don't get billed for anything. If I do owe this money, I will pay it. I am objecting to the unprofessionality of this incident, as well as the probability that this was against HPPA guidelines. The billing department should handle billing questions. not lab personnel. The fact that she was very tall, led me to believe that she was there to intimidate. Doesn't work on me. I'm a former New York police officer. The bloodwork I require is a Prothrombin Time, which measures the clotting factor in my blood. I have been taking Warfarin since I had a stroke on January 11, 2011. I am considering contacting an attorney, since I am sure that I am not the only person who has been confronted in this manner, and it makes me wonder why they are in such a hurry to collect money that is possibly due them, in such an unethical manner.Desired Settlement: I want the person or persons responsible for this situation disciplined, and taught the dimensions of professional relationships. I also want the intimidation of the elderly to be stopped, and billing to be done in the correct manner.

Business

Response:

Dear: Ms. [redacted] Thank you for your correspondence and for providing us an opportunity to investigate and respond to Ms. [redacted] concerns. Sonora Quest Laboratories does collect past due balances when patients present for new laboratory services. The laboratory staff on site does ask for past due balances. Addressing past due balances is not a HIPAA violation. Ms. [redacted] had laboratory services on 9/25/2012. Both claims were submitted to Medicare. [redacted] denied the claims stating “Care may be covered by another payer”. Several letters and statements were sent to Ms. [redacted] at the same address provided in this complaint. We didn’t receive any returned mail and we didn’t receive any response from Ms. [redacted]. If Ms. [redacted] has questions on these bills she can contact our Customer Service Department to discuss at ###-###-####. We apologize if Ms. [redacted] felt intimidated because of the stature of the employee that provided services to her. We are EEOC compliant and do not discriminate when hiring. We hope this addresses Ms. Seeger’s concerns. Sincerely [redacted]Customer Service SupervisorSonora Quest Laboratories

Consumer

Response:

This is absolutely nonsense. I have never heard from Sonora Quest, and I have been covered by [redacted] and [redacted] for many years. I also am not easily intimidated by anyone. I was NYPD, and lived in Brooklyn, N.Y. most of my life. I will, therefore, be contacting my attorney, and possibly [redacted] news. It is not a matter of $261.61 at this point, it is a matter of principle.

I just had the worst experience with the lab on [redacted]. Having to have a simple walk in blood draw to prepare for a sinus surgery my doctor recommended this lab. After arriving @ 9:30 am and seeing that there were about 20 other people already waiting I checked with the desk clerk and she stated 2 people had called in sick and that it would be about 45 minutes to and hour wait. After 1 hour I checked again and the wait was again was 45 minutes to 1 hour. After waiting a total of almost 3 hours they were still taking in walk ins as well as there pre-scheduled appointments and warning the people coming in that same amount I was told. I had them check one last time and they say I still have 6 people in front of me and that it will possibly be about 30 minutes (yeah right, I'm going to believe that!). I ended up having to leave and go to another location to complete this in a manor of 30 minutes total time after wasting 3/4 of my day. As a small business owner myself I understand the difficulties of being short handed but they had 1 out of three workers for the most time directly helping the customers and even when the other 2 began to help it took at least 20 minutes to draw a patients blood then at least that same amount of time to work on the computer for what reason I could not see. I don't see how anyone put any thought to how to inform the incoming customers let alone how to give any realistic waiting time frame to anyone. Especially when there own web site advertises Six Sigma it is obvious that no one in this office has any idea what that is or how to apply it.

Review: I received a bill with 3 identical charges (the description, customer code, date, charge amount, etc. were identical) when I called to ask why I was charged the same thing 3 times I was told they are 3 different tests and that they could not tell me what the tests were nor the results. I requested an itemized bill with proof the 3 charges are indeed for different items and was denied. I attempted to make arrangements for a payment plan while this matter was addressed and I was informed that my account would still be referred to collections while payments were being made. I advised that does not seem like good practice and refused to make payment if account would be referred to collections no matter what. The representative advised the account would indeed be referred to collections. Since this conversation I have remitted two payments (totaling the amount due) and have continued to receive collection requests. When I again contacted Sonora Quest Laboratories I was advised that the credit card payment had not been received and I would have to send them my credit card statement reflecting proof of payment...I advised that I did not feel comfortable providing my entire statement (account number, other charges, etc) and the representative said "well I don't know what to tell you" we do not have proof of payment and without proof your account will be sent to collections.Desired Settlement: I am seeking proof that the charges are actually 3 charges and not a billing error as I suspect...if they are indeed a billing error I'd like my bill adjusted and a refund for the over payment. Further I'm seeking confirmation that payment was received or return of all funds to which I will remit the correct amount.

Business

Response:

Dear: Ms. [redacted]

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

We have researched Ms. [redacted] account and determined that she was not double billed for any testing ordered by her physician. Her physician ordered a panel test that consists of three tests. Two of the tests within the panel test for different sets of antibodies. According the [redacted]) Coding guidelines,

“when multiple tests are done to detect antibodies to organisms classified more precisely than the specificity allowed by the available [redacted] codes, it is appropriate to code each as a separate service”.

The second test Ms. [redacted] is questioning was a screening test, which includes a confirmation test. Both procedures are billed with the same [redacted] code. If Ms. [redacted] would like to further discuss her tests she can contact her physician or contact me directly to discuss more in depth the testing that was ordered.

Ms. [redacted] states that she was not offered a payment plan. I have reviewed the recorded calls from when Ms. [redacted] has called. In May 2013 Ms. [redacted] was offered a payment plan but stated she wanted a settlement on the account which we do not offer so she disconnected the call. In June 2013 Ms. [redacted] was also offered a 3 or 5 month payment plan but Ms. [redacted] again disconnected the call with the Customer Service Rep before the conversation was finished.

The testing ordered by Ms. [redacted] physician is billed accurately and no adjustment to her account will be made for duplicate testing. We received a payment of $192.88 paid on our website on 9/7/2013. We do not show any additional payments made by Ms. Nava. If Ms. [redacted] has sent in payments we would need proof of the payment to research further. A cancelled check or credit card statement would need to be provided. Ms. [redacted] does not need to show her account number or any other charges on her credit card statement (this information can be blacked out).

Ms. [redacted] can obtain her test results from her physician or by completing the Disclosure of Protected Health Information form on our website. We hope this addresses Ms. [redacted] concerns.

Sincerely

Sonora Quest Laboratories

Billing Customer Service Supervisor

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 offer I reviewed appear below.

The representatives I spoke with in the referenced calls advised that any payment plan would still result in my account being referred to collections. Further although my account is paid in full I am still receiving communications that my account with $0.00 balance will be placed for collections. Lastly I still have not received any refund as I have paid the referenced balance twice and provided proof of payment to Sonora Quest.

Regards,

Business

Response:

Dear [redacted]: We apologize that Ms. [redacted] is not satisfied with our response. Ms. [redacted] first contacted our Customer Service Department and spoke to our representative on 5/21/2013 at which point she was offered a five month payment plan which is the maximum months we allow for a payment plan. Ms. [redacted] response was that she would like to pay over the next 2 years and our representative simply explained this would not be acceptable and the account may end up in collections. Ms. [redacted] ultimately terminated the call before any payment arrangement could be made. Ms. [redacted] sent email correspondence on 9/09/2013 stating her payment has been mailed; the payment was received 9/13/2013 at which point this was communicated to our pre-collections department as paid in full on 9/16/2013. Once the payment is posted, it can take up to 24 hours to remove a phone for the automatic dialer. The balance was updated 9/17/2013 and Ms. [redacted] should have not received any further phone calls or correspondence after 9/17/2013. In response to the refund request, we received email correspondence from Ms. [redacted] stating “proof of payment” is attached. There were no attachments in the email. We immediately responded to Ms. [redacted] explaining no proof of payment was received, and requested a faxed copy of the proof of payment. We have yet to receive this information. Once we receive proof of an additional payment to Ms. [redacted] account we will research and issue a refund if warranted. We hope this clarifies all of Ms. [redacted] concerns. Sincerely [redacted]Sonora Quest Laboratories Billing Customer Service Supervisor

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 offer I reviewed appear below.

Hello,Per the response received directly from Sonora Quest my check was never received and therefore no refund would be issued. Based on the information from the [redacted] Sonora Quest took over one month to receive/locate the check and has not addressed the previous payment sent via credit card. Please note that a letter for collection activity was received dated 09/20/2013. No email was received advising that my email attachment was not received. I was advised by the representative that my account would go to collections regardless of payment plan payments being made. I do not wish to have any further communication from Sonora Quest.

Regards,

Review: My physician ordered lab work that had to be specifically completed around 8AM. Knowing from my previous 4 experiences with Sonora Lab, I signed in at 7:19AM & arrived early expecting a long waiting period. I specifically told to assistant that I had to have my blood drawn around 8AM & she confirmed the test had to be done between 8AM-10AM. All of the patients who signed in before me cleared out of the waiting room by 7:50AM. I know this because Sonora doesn't invest in WIFI services for its "customers" despite being well-aware of their inconvenient wait times; thus, I was forced to stare at faces all morning rather than be productive on my phone. Come 8AM, I expected to be called soon. When 6 patients were seen after the 8AM mark, all of whom signed in after me, I told the same assistant I spoke with earlier that "customers" who signed in after me were being seen while I continued to wait. She acknowledged the error & I expected to be called next. After a 7th person was called in at 8:20AM, I approached the assistant a third time & told her that I was going to come in the next morning since I couldn't wait any longer as I had to be at work at 9AM & had a 30 minute commute. She stated the man had to be seen before me because he also had an 8AM test but signed in before I did. That was a false statement because he sat across from me & asked how long I had been waiting when he first sat down. But let's just say that hypothetically speaking, the assistant wasn't lying & he did sign-in before me. So then 2 people waited for an hour to have their 8AM test done while 5 others were seen before them? That makes it even worse! Rather than apologizing, the assistant unprofessionally dismissed my dissatisfaction & said I "didn't understand how the process works." I'm a Process Improvement Consultant for a home care agency & the problem is, a process doesn't exist. Then another assistant kindly took me in right away as she acknowledged the inconvenience they caused me.Desired Settlement: I don't believe in criticisms without suggestions for improvement. I'm not writing for myself; this is to ensure that patients be treated as patients & not as "customers." I shouldn't have to settle for Sonora's disgustingly pathetic poor quality care services because it's the only lab that accepts my insurance. I'd like Sonora to make process changes & follow-up with me so I know they received my complaints. One suggestion would be to actually honor appointments, which Sonora offers but doesn't implement, thus making it false advertising. Another would be to ensure walk-ins be seen in the order in which they signed in & that a procedure is put in place that prioritizes patients who must have tests performed at specific times over those who don't. Sonora's commitment to "quality" states "The patient comes first in everything we do. Our goal is to provide accurate results, on time, every time for our patients and customers." My experiences did not reflect your commitment statement.

Consumer

Response:

[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,