Sonora Quest Laboratories

Was a customer of Sonora Labs for years, until I discover we were being rip off by Sonora Labs overcharging 1000% more than their competition.

Yes you have read right 1000% MORE.

Mt Doctor order a blood test for VITAMIN "D", The test was done, and showed that I had a deficiency on Vitamin "D". [redacted], does not cover the initial test, but does cover subsequent test if you are having a problem.

SONORA LABS, send me a bill for $247.25 for that test not cover by [redacted]. I try to dispute the charges as their competition theranos.com/test-menu SHOWS that they charge only $20.35 for the exact same test, YES a 1000% MORE.

We reside in a capitalist society, but, GREED has taken us to a different place in our lives.

THERANOS LABS, are located at most WALGREENS STORES,

I am not advertising any other LABS, just pointing out the GREED, and like to informe the people of the consequences of extra billings from SONORA QUEST LABS.

I have dealt with this lab for years even before this technology of being capable of paying online. What I am discouraged about as a long standing customer of sonora quest labs that send us to collections for $4.88 we have had the same login in info via computer where I pay all debts but must of missed this one. collections for 4.88 I am pay all bills promptly. I do not see this debt until RSI enterprises sent me a collection notice dated 6-22-15 could sonora quest forget to send me a reminder statement. could they? yes they could. shame on you sonora quest my husband and I who pay insurance and our insurance already paid $305.50 12/14/2014 you sent us to collections without even contacting us.

Do not use this lab they are over priced and the do not send out bills. they wait and send it to collections. they do not call they do not e-mail the send it to collections. had a well-women with labs and $428 dollars later.. I do not have a cervix or uterus. This is the most over priced lab and they do not have any customer service, DO NOT USE THIS LAB

Review: [redacted] I have attemped to resolve incorrect billing for 10 months. Original bill was not submitted to correct billing code. Claim was denied by [redacted] (my insurance). Received correct billing code T86.10 by [redacted] Was told to have Sonora Quest resubmit the bill and they would pay it. My doctor's office spoke to someone at Sonora Quest who said they would resubmit claim to [redacted] Nothing was done. Called again today (12/28) and was told the bill is in collections and I am responsible for the total amount of the bill.

The doctor's office has attempted to correct this, [redacted] has also attempted to correct this. Sonora quest has refused to process the corrected claim.Desired Settlement: Resubmit corrected claim to Aetna to have claim paid.

Business

Response:

December 31st, 2015Revdex.com 4428 N. 12th StreetPhoenix, AZ 85014RE: Complaint ID #[redacted]Dear: Dispute Resolution SpecialistUpon review of Ms. [redacted] account, Sonora Quest Laboratories originally billed the claim with the information that was provided to us by the ordering physician. Ms. [redacted] insurance then processed the claim, denying the charges as non-covered. Sonora Quest billed the full amount as patient responsibility in May 2015. The patient’s physician notified Sonora Quest Laboratories on 12/2/15 that they wanted to add an additional diagnosis code; however, at the time this update was requested the claim was already past the insurance company’s timely filing guidelines. As a courtesy, Sonora Quest did resubmit the claim on 12/8/15 and unfortunately, the claim was denied again on 12/23/15. As a result of the insurance company’s most recent redetermination and in accordance with the patient’s EOB, the outstanding balance will remain the patient’s responsibility and will not be removed from collections. Thank you for your correspondence and for providing us with an opportunity to investigate and respond to Ms. [redacted] inquiry.Sincerely,Sue P[redacted]Sue P[redacted]Billing Customer Service SupervisorSonora Quest Laboratories

Consumer

Response:

I do not accept this responses. I personally talked to an [redacted] claim rep with Melissa from the doctor's office on the phone. [redacted] said they would process the claim with the corrected code of T86.10. Melissa called Sonora Quest on 11/18 and spoke to someone that said they would resubmit the claim with the corrected code. When I called to inquire about the claim on 12/28, I was told by Sonora Quest that there was no documentation that the claim was resubmitted to [redacted] That is when I filed this complaint.A[redacted] has stated that there is no time limit for filing a corrected claim. Sonora Quest claim that the time limit ran out is incorrect. They are lying about reprocessing this claim.

Business

Response:

January 5, 2016Revdex.com 4428 N. 12th StreetPhoenix, AZ 85014RE: Complaint ID [redacted]Dear: Dispute Resolution SpecialistTo assist with bringing resolution to Ms. [redacted] concerns, a member of our billing team contacted Ms. [redacted] insurance company by phone on 01/04/2016 to confirm that the claim which was denied on 12/23/15 had been properly adjudicated. Per the representative that our billing team member spoke with, the diagnosis code provided was not a supportive code for the specific test ordered by Ms. [redacted] provider and as a result, the recent determination on 12/23/15 accurately reflects Ms. [redacted] patient responsibility. In addition, a member of our staff contacted the ordering provider to confirm that Sonora Quest has the correct diagnosis codes on file; a representative from the physician’s office did confirm the diagnosis information we show on record is correct and as a result, their office will not provide us with any further updates or revisions to the diagnosis codes for this order. It is always the intent of our billing department to thoroughly resolve concerns on behalf of our patients. The insurance company’s claim determination does validate that Sonora Quest Laboratories billed Ms. [redacted] appropriately; however, I recognize that this outcome does not meet the expectations of our patient. For that reason and as a gesture of goodwill, I have authorized the full adjustment of Ms. [redacted] account. Going forward, it is imperative that if Ms. [redacted] has any questions regarding what tests will be covered by her health plan, that she reach out to her insurance company to discuss any potential patient responsibility in advance. Thank you for your correspondence and for providing us with an opportunity to investigate this dispute. I sincerely hope that the proposed resolution addresses Ms. [redacted] concerns.Sincerely,Nichole K[redacted]Billing ManagerSonora Quest Laboratories

I was given a referral by a physician to get a blood test at Sonora Quest Labs. When I went to the office on [redacted], the desk clerk quite loudly called my ful name and then proceeded to hand me 4 papers that she stated were "in collection." She spoke quite loudly and the whole waiting room was hearing what she was saying. I sparked her what she was talking about...and she say they were bills that the insurance had "denied" from 2010!!!! I asked for proof that I owed anything and how the amount was figured out and why I have never received anything from them in the past. She kept saying I had to pay to get the service the Doctor ordered. I had no choice but to pay whatever they had or risk not getting the test and having them make a credit bureau bad report. They were rude, in violation of any HIPPA rules and bullied me with only what they said I had to do. So...I paid $216.00 and walked out without the blood test I went there for to begin with. This is a terrible practice and no one should have to be humiliated by people who have poor business practices and have nothing to prove the amount they are asking for.

Review: On December 13th 2012, my wife had her annual exam through her OB GYN. Sonora Quest Labs conducted the testing of the pap smear that was taken at the office. This annual exam is fully covered by our [redacted] policy with [redacted] that I have through my employment. We were unaware that Sonora Quest was the chosen laboratory until today, September 22nd 2014. Sonora Quest REFUSED MEDICAL SERVICE on the basis of a charge that was incurred on December 13th 2012 that they DID NOT BILL US FOR and DID NOT BILL THE INSURANCE COMPANY FOR (I have the appropriate statements regarding what was billed to [redacted] in December 2012. The OB GYN was surprised that the lab would be billing a patient for this charge and also believe it to be an error on Sonora Quest's part. They demanded money for a past charge that we are not responsible for in order to cover an error made by the company in its billing. Their refusal to provide service is based on their error and is held against a patient in error and is prejudicial for obtaining treatment as required by a doctor. My wife NEVER visited Sonora Quest as an individual for service. The lab work was done at a Doctor's office. The company representative made no indication of any error but that this was standard practice. They just wanted money and did not want to solve the problem correctly.Desired Settlement: Sonora Quest must solve the problem correctly, by billing the insurance company for the service provided. They should not bill us for their error in the case where insurance doesn't pay any more because they failed to submit in a timely manner.

Sonora Quest should write a letter of apology to my wife regarding their handling of the matter, and confirm that there is zero balance due by her, as opposed to $115 that they are requesting. In their apology they should explicitly acknowledge that their incorrect assertions have resulted in delays for my wife getting doctor-ordered tests carried out and having to reschedule doctor's appointments based on their wrongful denial of service.

If Sonora Quest reported a delinquency to any agency such as a credit bureau, they should inform them that it is incorrect, with copy to my wife.

If Sonora Quest engaged with any collection agency to request collection, they should let them know there is no money due

Business

Response:

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

Consumer

Response:

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

Regards,

I have never had such a hard time paying a bill as I have had with Sonora Quest. You would think they don't want my money. I set up a payment plan with them last month and made my first payment the day I set up the plan. My next payment is due on a Sunday so on the Monday before I tried calling the automated number to make my payment. However, the statement I have from them provides me only with a "reference number" and not an "account number" as the automated system asks for and when I enter the reference number, the system is unable to locate my invoice. I tried to speak to a customer service agent but after 10 minutes on hold, I gave up. On Wednesday, I tried going online to make my payment. This time, the system recognized my account, but only gave me the option to pay the full balance and not my payment plan amount. Again I called customer service and sat on hold for 10 minutes. When I was once again unable to get through, I tried submitting an online customer service form. It is now Friday before my payment is due, I never received a call or email from my online request form (other than their automated email stating that they "hope" to be contacting me shortly). I have literally spent hours on hold with them today trying to get through. I left a voicemail, I called back at various times throughout the day, nothing seems to work. Clearly this company does not value my time, business, or desire to settle my account with them. Assuming they are closed weekends, my payment will now be late. I'm submitting this complaint now to back up the claim I will have to file against them if they default me from my payment plan. I have never experienced such a complete lack of customer service from an otherwise professional company and will absolutely never take my business here again.

Review: Please note that the "Primary Natue" as noted above is not quite correct, but it is the closest to the actual problem. I will outline the problem in number form since that is the clearest way;

1. I received a bill for $260 from Sonora.

2. On Jan. 23rd, I sent a letter to Sonora indicating that I was enclosing a post-dated check dated Jan. 29th. I also explained the reason why - I ordinarily reside in[redacted], and have 1 check deposited to an account in [redacted] and there would be insufficient funds until the 29th.

3. I looked the bill I received over carefully and there was nothing mentioned about making payment with post-dated checks.

4. Sonora deposited the check and it was received by my bank on January 27th. I was charged $34 by my bank since there was insufficient funds to cover it.

5. I wrote to Sonora on Jan. 28th and outlined what had happened, and stated that I would happily pay the account, but that Sonora would have to deduct the amount of $34 from the account since it had acted contrary to my specific instructions. Also sent a copy of my letter of Jan. 23rd.

6. No reply to my letter of Jan. 28th.

7. Received a bill from Sonora Feb. 10th for the original $260 plus a $25 charge for the returned check. Total $285.

8. Received a further bill from Sonora for $285 in March.

9. The basic problem is that I CLEARLY stated that the check I sent to Sonora was post-dated, there was nothing in their account to indicate that a post-dated check was not acceptable. and my letter was either not read or read and acted on in a manner contrary to my instructions, then I was charged $34 by my bank and $25 by Sonora for Sonora not reading my letter.Desired Settlement: Sonora to deduct both the amount charged to me by my bank for the NSF check ( $34 ) and the amount charged by Sonora for the NSF check ( $25 ). Total deduction of $59, and I will pay the balance, which would be $226.

Business

Response:

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

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

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

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

We hope this clarifies Ms. [redacted] concerns

Sincerely [redacted] Billing Customer Service Supervisor

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

Regards,

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

Review: This complaint involves both product and service issues. On November 7, 2013 I had my blood tested by Sonora Quest Laboratories. A request for my report was made by me on November 15, 2013 and when it was received a few days later, I noticed that it said I had not fasted before the test like I was supposed to. I made it clear at the testing facility that I had indeed fasted. I also noticed the draw time was incorrect and while this may not be a critical error, it is the second mistake on my report. I contacted Sonora Quest's Client Services on November 20, 2013 and [redacted] reviewed some material. He confirmed these were mistakes. I requested he send me a copy of the corrected report and he assured me I would have it by Tuesday, November 26th. He told me I did not need to fill out any paperwork to obtain the revised report. No report was received by that day and on November 26th I again called Sonora Quest's Client Services and spoke to [redacted]again assured me that the corrected report would be mailed to me. As of November 30th no report has been received. One would think that Sonora Quest would make correcting a report with errors in it a priority. With two obvious errors on my report, one has to question whether other mistakes are present. In order for my doctor to make good decisions regarding my health care, he needs accurate, reliable information in a timely manner and Sonora Quest Laboratories actions may result in my not receiving needed medical treatment. I am requesting Sonora Quest Laboratories redo my test at their expense and provide myself and my doctor with a copy of the report as soon as possible.Desired Settlement: Do a new blood diagnosis at the expense of Sonora Quest Laboratories and provide a copy of the report to myself and my doctor.

Business

Response:

ID#: [redacted]

Dear Ms. [redacted]

Thank you for notifying us of Mr. [redacted]rsquo; concern. We have investigated the issue and identified the following information.

Mr. [redacted] four concerns raised in his letter to the Revdex.com include:

The time of collection on his report was incorrect.

The fact that he was fasting was not indicated on the report.

He made a request for a corrected report and to have the corrected report sent to both him and his physician on November 20th, 2013 and the reports were not received.

He made a second request for a corrected report and did not receive it.

The order in question was performed at one of our Patient Service Centers (PSC) November 7th, 2013. Based on the testing requested, Mr. [redacted]’ order was created using a process called “field accessioning”. The field accessioning process applies the time the patient’s lab order is entered into our computer system by our PSC employee as the time of collection for the specimen. There may be a slight delay between the time the patient’s order is entered into the computer and when the patient is actually drawn. We understand Mr. [redacted] concern regarding the differences he noted in the time he had his blood collected and the time of collection included on the report and want to assure him that this difference in time would not affect the results of the tests that were ordered. Some tests may require an exact time of collection and in those circumstances the field accessioning process is not used.

The fact that the patient was fasting was not entered at the PSC. I have provided this information to the PSC leadership to make them aware of the issue.

On November 20th, 2013 Mr. [redacted] contacted our laboratory and spoke with one of our Client Services Representatives (CSR) to request that the fasting status and time of collection information be corrected on his lab report. The CSR did not complete Mr. [redacted] request to send the corrected report to Mr. [redacted] or his physician.

After not receiving the corrected report, Mr. [redacted] called us again on November 26, 2013. Again, the CSR did not complete the task that was requested by Mr. [redacted]

The CSRs involved in this incident were brought to me for counseling on the matter. We reinforced our Company Mission, Vision and Values to each of them.

We sincerely apologize to Mr. [redacted] for not meeting his expectations and for any inconveniences this issue has caused him or his physician.

Mr. [redacted] will be contacted by our Client Services Supervisor to have his blood re-drawn and the testing ordered by his physician to be re-run at no cost to him or his insurance company.

Best regards,

[redacted] | Division Manager Support Operations – Client Services/Logistics/Specimen Management

Sonora Quest Laboratories/Laboratory Sciences of Arizona

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,

Review: We needed to repeat the blood test to find out why sedimentation rate is relatively high in a child. So we came back to the Sonora Quest lab on 27 Ave and 101 on January 21(ordered by Dr.[redacted]. Some lab techinican who did not know how to do the test and how much blood to draw, failed to do the test what we came for. When tests results came to the Dr [redacted], the results were that sedimentation rate test failed because of lack of blood drawn. The repeating blood test is a trauma for veins and for a mental health of a child. And on top of this I got a bill that I have to pay from SonoranQuest Lab for this failed test!!!!!!Our Doctor ordered another blood test that was performed well after I barked over the phone to the receptionist on Jan 30. I do not mind to pay for the test on Jan 30 which was performed well and we got sedimentation rate counted OK.My question Why do I have to pay for somebody's mistake and failed test?Upset MotherDesired Settlement: I do not want to pay for failed blood test invoice [redacted] Date of service January 21, 2014 amt 87.34 Sonora Quest Lab

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,

Review: I have been contacted twice by a collection agency for a payment that is and will be covered by [redacted]. Sonora Quest never submitted the bill to my insurance and the bill is now in collections. My insurance has tried to contact Sonora Quest and the company is not cooperating. [redacted] has stated they will pay the bill as soon as Sonora Quest submits it.Desired Settlement: I want Sonora Quest to submit the bill to [redacted] for payment.

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 11/23/2011.

Sonora Quest Laboratories as an ancillary provider relies on the

information provided by the ordering physician.

Ms. [redacted]’ laboratory order showed incorrect insurance information. Ms. [redacted] was sent several balance due

statements but did not contact us with the correct insurance information until

March of 2014. [redacted] has

contacted us asking that we submit something showing we billed the incorrect

insurance at the time of service. We did

not bill any insurance as she was not eligible for the insurance that was

provided to us on the original requisition.

Contractually we only have

180 days to bill [redacted].

Since the correct insurance was not provided within the 180 days, [redacted]

will no longer consider our claim for payment.

We would be happy to send Ms. [redacted] a claim form that she can submit to

the correct insurance for this date of service.

We hope this clarifies Ms.

[redacted] concerns.

Sincerely

Customer Service Supervisor

Sonora Quest Laboratories

Consumer

Response:

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,

I went to take a drug screening for a new job and when I signed in I had my 1 year old daughter with me. The workers didn't mention that I couldn't have her with me while taking a drug screen. After waiting 20 minutes a not so friendly lady came to get me. As we were walking back she asked if I was by myself and I said yes. She then mentioned that my 1 YEAR OLD would have to wait in the room by herself. She was not friendly at all!I will NEVER return to this Sonora Quest Lab.

PLEASE MAKE SURE YOU ASK HOW MUCH BEFORE HAVING BLOOD DRAWN FOR TESTING!!!

I didn't, and was charged $969.23 for the same exact lab tests I had done at Theranos for $59.95.

When I called to get an explanation, they offered a 20% discount. But only on the remaining balance; since I had paid them a portion, they wouldn't discount that portion. I feel completely used. They took advantage of me and I will NEVER use them again.

And I hope enough people read this to heed my warning.

this company has the WORST customer friendly set up ever.. try to call to make app. and they don't talk to people by phone and try to make app. by computer in witch some of us humans are not to much about computers so you end up with nothing.... back in the good old days we use to talk to people , so much for the good old day's. God forbid you don't have a e-mail or use one !!!!!!!

Had an appt at 945am.sat alone in waiting room for 30 min while employees sat behind the counter chatting. 30 min after appt time one employee got up and called me back..will be the last time I ever use their service.

Review: Twice this week our sons doctor has ordered his labs as stat. Both times we asked the receptionist if the labs are stat, and we're told yes. Once we get with the tech. we're told they're not stat. Both times we called the doctors office who called the lab and had the order amended.

In both cases, the labs were not run as stat. We waited four hours at Phoenix Childrens on Wednesday due to the error.

Today, I called the corporate office and was told that their system didn't show either draw as stat. I explained that we have paper copies of the orders showed stat. [redacted] at the corporate office didn't really seem to understand that in both cases the receptionist at the lab told us the orders were stat, but the tech didn't show the same. Both times, the doctors office had to call.

I asked [redacted] if there was anyting I could have the doctors office do to avoid this in the future, he wasn't able to give me an answer.Desired Settlement: I want my sons account flagged that all orders from Dr [redacted] be stat. I want the lab to initiate the process for doing so.

I want us to come in and be treated as if we have an appointment, whether we do or don't.

My son has a chronic condition and he will need blood draws at least two times a week for the foreseeable future. We cant make an appointment due to the nature of the condition.

Business

Response:

Re: Complaint ID: [redacted]Investigation of the complaint indicating that testing requested as STAT was not performed as STAT (Note: STAT testing is defined as specific laboratory testing that may be ordered and performed within four (4) hours of the time that the laboratory is notified by the collection location).1. Findings for the patient visit on 7/6/15 are listed below. a. All testing ordered on the requisition was ordered by the physician to be performed “ASAP”.b. Testing was performed within the expected time period for a routine/ASAP order.2. Findings for the patient visit on 7/8/15 are listed below. a. While multiple tests were requested, only one test was ordered as STAT.b. The test requested STAT was performed and reported electronically within expected time period for a STAT order. 3. Findings for the patient visit on 7/10/15 are listed below. a. Testing was ordered and performed STAT per physician’s ordersb. Testing was performed within the expected time period for a STAT order.Resolution requested by the patient1. All results for the involved patient should be flagged by the laboratory as stat.• We cannot honor this request because the laboratory may not legally or ethically change a physician’s orders (including changing an order received as routine to STAT). 2. Treat all visits as if an appointment had been made.• While we understand and empathize with the family’s desire to expedite the frequent blood draws needed for their child, we must treat all of our patients equally. Advancing a walk-in patient ahead of patients with appointments or those who arrived previously would violate our Ethical Behavior of fairness.• We would like to suggest the following course of action to help expedite specimen collection at our draw sites: o The family should work with our Client Services group (###-###-####) to select a Patient Service Center (PSC). Once selected, we will provide a phone number and the name of an employee to act as a point of contact for the family. o The family would then be able to call ahead to the PSC and speak to the point of contact. That person will assist in expediting the patient’s collection. This may include scheduling an appointment for the patient if possible, and assisting with prompt and efficient registration. • Alternatively, we do provide same day appointments; however, these must be scheduled at least two hours in advance. Appointments may be scheduled on-line or by telephone (###-###-####).

Review: Sonoran wrongly billed me for blood test. My doctor changed blood test companies, I paid Sonoran in the past, and they billed me again for the same blood test. I called Sonoran to tell them this was a mistake and they said it would be fixed. They then sent me to a collection agency, and my credit is over 760, and the agency is threatening to damange my credit, all for $75.55 bill when I wasnt even at the doctor the date of this bill for a blood test. I paid Sonoran in the past every time prior to my doctor changing companies. Sonoran is impossible to resolve this with, so filing Revdex.com complaint, and will against the collection agency until this is dropped.Desired Settlement: Close the bill because it is not due, and take out of collections as I have already informed collection agency of the dispute.

Business

Response:

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

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 paid for both blood tests from those dates. The fact that Sonora called my doctor, doesnt mean that Sonora performed my blood tests. The test in March, YES. The test in June, NO. That was completed by blood test company in [redacted]. Sonora double billed me. And, I spoke to Sonora Quest in October and they said it would be closed. I am not paying twice for the same blood test, and this is an ongoing problem for Sonora Quest with 25 Collection/Billing complaints. My company has 0 Revdex.com complaints, so their investigation is supposed to be supreme when they have proven in the past to have a consistent billing problem?

Regards,

Business

Response:

We apologize our response dated 4/6/2015 did not satisfy Mr. [redacted] dispute. Unfortunately we cannot locate any contact with Mr. [redacted] in October 2014. Our research has confirmed Mr. [redacted] physicians’ office order testing for June 2014 to be performed by Sonora Quest Laboratories. The testing was rendered by Sonora Quest Laboratories and no part of the testing was sent out to any outside laboratory. The office manager [redacted], at [redacted] stated they do use an [redacted] laboratory for certain testing but she confirmed the testing for 6-6-2014 was only sent to Sonora Quest for testing. We maintain our original conclusion that Mr. [redacted] has not received duplicate billing by Sonora Quest Laboratories and the charges are valid. If Mr. [redacted] has any additional questions regarding any invoices he is receiving for another laboratory he will need to contact his physician office. We hope this resolves this matter.Sincerely, [redacted]

Sonora Question has very bad practices and very unprofessional behavior. Keeps sending me bill when the Insurance covers it. Beware!