Sonora Quest Laboratories
Reviews and Complaints

In violation of the intended purposes of the social security number, there is no way to access test results online without giving a social security number when there are other ways to identify a patient. It is also extremely difficult to obtain COVID19 test results of a minor without calling during normal business hours during the week which means unnecessary quarantinig for negative test results.

I've been going to Sonora Quest labs for years. Today, was the first time I've experienced a very rude phlebotomist. V.G.'s actions were unprofessional! Her interactions and behavior today was deplorable! If I can give a Zero rating, I would. When working with the public you Must Have Training for Quality Customer service skills! This incident happened today at the Merrill Ranch location, Hunt highway.

Horrible service. Their systems are failing me. We paid in full up front, but then they keep sending us bills saying we didn't pay. Then for another day of service, we try to pay our dues online and the system won't take our payment. We call customer service and they said they can't accept our payment over the phone. They tell us to call the Sonora health center but they don't provide us with the number for the health center. What on earth!

After attempting several times to get the blood work done as ordered by my doctor I went to this office at a little before 12 PM to be told that the office was closed for lunch. When I explained that the paper I had said the office was closed from 12:30 to 1:30 I was told that it was wrong and that it was my problem. I called my doctor's office and asked them to please order the work for a different company. Some one needs to tell the employees they have jobs because of patients. They man I interacted was beyond rude.

After over a year of having lab work done, I was sent into collections for $10.98 without ever receiving a letter previously. The collection agency was rude and nasty when I called to pay the big $10.98. When I called Sonora Quest to discuss their procedure with me, their representative was just as rude. I am appalled they are allowed to do such a thing. Never request payment and get sent into collections for $10.98. Great customer service my foot. Will NEVER use you again. EVER.

SOOO RUDE need serious CUSTOMER SERVICE TRAINING...this is the second time i called 1800.(todays date Aug 10,2021 at 3:28 PM time). I asked for result of my TEST which i paid out of my pocket ...and after two weeks still they didn't send me my result. She asked for my house since i travelled a lot i don't know which one i put but i have the INVOICE number and I told her my date of birth , my full name last name. I don't usually make complain but this one i won't pass since happened twice already. Please train your staff to be more nice...thank you

At my doctors office, I had a great experience with Sonora Quest Laboratories. Your bloodwork is done on sight by Sonora Quest which is very convenient. The phlebotomist who works at Sonora Quest Laboratories is absolutely TOP NOTCH! Her name is [Phlebotomist's Name] and I want everyone else to know just what a wonderfully amazing person & phlebotomist she is! She cares about her work & goes out of her way to make you feel important. [Phlebotomist's Name] is simply an outstanding human being & we hope she will continue to stay at Sonora Quest Laboratories on [Location] in [City]! Thank You!

Westgate location, customer service lacking. Like many other reviews this place marches to their own beat. I specifically signed up for carside test. The individuals providing service to carside feel they are qualified to make medical decisions for myself. After refusing to provide me a test that I signed up for (not symptomatic however have been exposed) they also advised me to go to the Emergency Room. WOW if you can avoid using this business please do! There are many other places to get testing done. You do not need this business and the carside team seem to really not care about getting or keeping business. Good luck (Westgate location) you will need it.

My name is [Name]. Today I had an appointment with Sonora Quest Laboratories in [location] for routine blood work. I had all the paperwork they require so after a wait in the lobby they informed me I did not give them the doctors orders, nor did the doctor send them those orders. I called the doctors office and was told they have proof of sending that information to that lab, because they have lost their paperwork so often the doctor [Doctor's Name] has to keep proof of sending the documents. Sonora Quest has done this very thing to three times before, they are extremely incompetent. Let me make that clear...Sonora Quest Laboratories in [location] is incompetent and I strongly advise you not to trust them with anything, especially your health.

Company obviously run by inexperienced individuals! They used to open at 8am, but now they don't open until 9am and require appointments. This change was poorly executed and resulted in many people not receiving the necessary services within a reasonable timeframe. It took me 4.5 hours to get my blood drawn at Sonora Quest because they scheduled too many appointments and I kept getting pushed to the back of the line. It's clear that they don't pay attention to their competitors. They failed to notify customers about these changes, which is unacceptable. I'm tired of wasting my time with their incompetence. Surprisingly, the location I visited was extremely poorly managed. The person in charge doesn't arrive for work until 2 minutes before opening and takes an additional 5-10 minutes to get things started. One day, I witnessed employees already present at the location, but unable to access the office.

Every time I have gone to Sonora Quest in ***, the front desk people are EXTREMELY UNPLEASANT! The first time I went, the lady that took my insurance card practically YELLED at me for taking too long to find my insurance card in my wallet- All I did was take a few seconds to see which pocket it was in. Today I did a walk in, not knowing I needed to make an appointment - I waited for 2 hours, only to be called up to the front desk. The woman was very condescending and rude- Told me We will take you this time but next time you have to have an appointment- in a very rude tone of voice. They could have called me up to the desk 2 hours earlier and told me- I would have been glad to make an appointment- Instead of waiting until closing time, and treating me like a naughty little child. We are CUSTOMERS, and without CUSTOMERS, YOU DONT HAVE A JOB. Treat people with respect. UGGHHH.

I spent 23 minutes on the phone, on hold, waiting to get a scheduler so I could set up an appointment as per the directive on my lab order. When I arrived early on the day of the appointment, there was one other person waiting for the building to be opened. We both waited about 3 more minutes before someone unlocked the door. Then we waited inside before the other individual, who had an appt., was called. Meanwhile, as we waited inside, another patient walked in and took a number because he did not have an appt. When the first patient was finished at 7:11, the man with the number was called next and did not leave until after my scheduled appt time of 7:15. So I was called in at 7:20. I feel that since I took the time to call and wait to schedule an appt I should have been called in before the walk in since it would have only been 4 minutes early--rather than calling me in 5 minutes later than I scheduled. This is essentially 'rewarding' people for just walking in. This is an exhibition of very poor judgement and rude behavior on the part of the phlebotomist. They were pleasant enough and did a good job with the blood draw, but I still felt disrespected for my efforts to follow the designated rules.

I made an appointment a couple of months ago to get my blood tests done at their Ironwood office in Scottsdale. I received an email reminder from them on Monday and I called yesterday to confirm that they had the order from my doctor. I got voicemail so I left a message asking them to call me to confirm. Nobody called. I showed up at their office this morning only to find a note on their door saying this location is closed this week from Monday to Friday. So even though they knew they were closed, they still emailed me a reminder to make sure I would show up. There were many other patients there at the time. I estimate they will have over a thousand customers show up for blood tests this week only to discover this location is closed. I need to have my bloodwork done this week for an appointment next week. I'm depending on Senora Quest for my health. What a mistake that is! I can't believe that they just closed this office without having the common courtesy to notify the patients who have appointments to help them reschedule. When I tried to reschedule online there was nothing available within the next week. I can't move my appointment with my cardiologist back a week or two as I have to schedule months in advance with this doctor. I tried calling Sonora Quest for assistance with making a new appointment. After being on hold about 20 minutes I was given an option to leave a message so I could have a call back. I chose that option but it didn't work and I was disconnected. It should be illegal for a company who provides important health services to provide this kind of sub-standard service to their customers.

On 8/25 my husband and I had our blood and urine work done that was ordered by our doctor for our annual health check up. We also have Blue shield as the supplement. We have never had to pay out of pocket for this kind of lab work over the past several years. In October, I looked at my insurance statement and it said they denied all the lab work and I would then be responsible. I called my doctors billing office. They said they could not correct the codes until we received a bill from Sonora Quest. Sonora Quest and the insurance company said the same thing. I went online to find the bill and nothing had been generated. I tried chatting but it only allows automated responses. There is no phone number on the online website to call and speak to a person. And with Covid-19 there is a large header that states representatives now work remotely. And everything is automated. So...we waited for the billing. We left for vacation at the end of JULY for a month. A bill was mailed at the end of July. When we arrived home August 24th,2021 and opened our mail, there was the first bill and then a second for August. I called the doctors office with the information. Because the service was now over one year old it can't be resubmitted! She told me she talked to the Sonora Quest rep and accounts receivable had lost our paperwork. When they found it and sent the bill out, we had two weeks to correct the issue and if we didn't take care of it at that time we were then responsible for $800+ in lab work. We were not home in that two week time frame! This is absolutely wrong! At minimum we should have been given a lesser rate for their miss-management! We paid the bill because they said they would send it to collections within the month. This company does not work with the customer in a timely manner and then has the ability to take action when it is convenient for them. The doctors billing office and Doctor were appalled at how poorly this transpired. I think small claims court is the next action I will need to take. Someone has to hold them accountable for their poor business practices.

My wife went to Sonora Quest Laboratories on 08/18 and gave blood and urine for RPR and MOLECULAR tests based on my doctor's suggestions for my medical examination for immigration purposes. I expected to receive the results within 2 to 3 working days, as per the doctor's experience.

After 3 days, I called my doctor's office to inquire about the reports, but they informed me that they had not received them yet. Since then, I have been continuously calling Sonora Quest Laboratories for updates on the results, but they have consistently stated that they have not received them. On 08/24, I decided to visit the Sonora location in person and asked about the results at the front desk. They provided me with the main lab number and instructed me to call that number. However, I encountered great difficulty in reaching a customer agent to speak with and eventually gave up after an hour of trying. Frustrated, I went to the Sonora Quest Laboratories directly.

At the front desk of Sonora Quest Laboratories, I requested that they call the lab and inquire about my results. They contacted the lab through client services and received a response stating that our urine had been collected in the wrong container name. They asked us to come back and provide a new urine sample.

Sonora Quest Laboratories has already taken 7 working days without providing any results or informing my doctor's office or myself about the cause of the delay until we reached out to them. They simply stated that the delay was due to the urine being collected under the wrong name. This situation is extremely detrimental to my immigration status, as I am required to submit these results to USCIS before 08/27. I am now at risk of losing my immigration status and being forced to leave the country due to Sonora Quest's delay and irresponsibility.

I am deeply disappointed and frustrated with this experience, but unfortunately, I do not have any alternative options. Yesterday (08/25), we visited the same Sonora Quest location around 11 am MST to provide a new urine sample and I explained the entire situation to the front desk. They acknowledged their mistake and called the manager to address the issue. The location manager apologized and took the urine sample, promising to deliver the results within an hour. However, no results were sent, and my doctor's office confirmed that they had not received them from Sonora Quest as promised by the manager. Additionally, I have not received the results via email as the manager had assured.

Today (08/26), I went to the Sonora Quest location again around 11 am and inquired about the reason for the delay. They provided me with the lab number and instructed me to call and find the results. Unfortunately, the manager was not present at that time, and they advised me to come back tomorrow before 9:30 am if I wanted to speak with the manager.

My situation has worsened, and there is currently no way for me to obtain my results from Sonora Quest today. As a result, I immediately went to Labcorp and provided them with the necessary blood and urine samples. However, I am unsure of how long Labcorp will take to process the tests. The damage has already been done, and I am uncertain about the impact this will have on my immigration status. I am now considering filing a case against Sonora Quest and would appreciate any guidance on how to proceed with this incident.

Rambarki

BILLING ISSUE I have already called Sonora Quest Laboratories and nothing has been done. I came in on 03/10. They BILLED the wrong info and need to rebill with corrections. THIS WAS NOT DONE OUT OF STATE. NOR WAS IS DONE BY AN OUT OF STATE DR. PLEASE REBILL WITH THE CURRENT INFORMATION.

I went into Sonora Quest Laboratories to have my Valley Fever test done. I have had it done many times and have always been charged $43.00. It is a panel and this time they charged me $183.00. They itemized everything that was in the panel and charged me separately for each. I contacted them to get a refund and they refused. I talked with my doctor and he had his office contact them and they still refused to refund. I wrote a letter to 2 different corporate offices and did not get a response back from either. It was done on January 27th with the invoice number #***-126749. I received only what is in the panel and should not have been charged for what is already included in the test. I need a refund of $143.00.

My name is [Your Name], I'm [Your Relationship to the Patient]'s husband, we are complaining we went to Sonora Quest to do some tests required, as my wife has [Medical Condition] and we are doing all our best to get her the cure, the day could make difference to her treatment, however we went last Friday September 3rd to Sonora Quest Lab, & since then we didn't get any results, I have tried several times to call them on different phone numbers but couldn't get anyone on phone. I called my doctor in Honor [Doctor's Name] was the shock that my tests were cancelled without informing me & without any valid reason. I wanna know why my tests were cancelled, & they are delaying my [Wife's Name]'s health is in danger.

I have Blue Shield through my employer. I see a physician (via Telemedicine) in Arizona since COVID. I have weekly lab work drawn at Sonora Quest Laboratories for my medical condition. I have been having lab work drawn at Sonora Quest for 2 years. My employer changed from United to BCBS on Jan 1st, 2021. I had my weekly blood drawn for 6 months, and then began receiving bills in July that claims were denied, and then billed out of network, even though labs are covered 100% by my insurance and Sonora Quest is in network with BCBS. I believe that Sonora Quest is billing improperly and thus BCBS is denying full coverage. And Sonora Quest is sending surprise medical bills to balance me for my blood tests. I can supply all the bills from Sonora Quest and the EOBs from BCBS, but there are approximately 100 pages.

I went to Sonora Quest Laboratories on April 9. I did the blood test which my doctor ordered for me. They had sent the offer to lab before I came in. Those blood tests were about valley fever blood test, and liver blood test. The results of those tests are exactly what my doctor would be talking with me in the next appointment (April 16), and decide whether to continue or stop the medicine. But on the appointment day (April 16), my doctor told me that your lab did not do the blood tests that he ordered, instead, you did six other blood tests that had nothing to do with this appointment. So my doctor has to order the tests again! I don't have insurance, all the items are self-paid. It is because of the mistakes of your staff that I have to go back to the lab to do the blood test again! That wastes my money and time. And adds to the risk of putting me, a 70-year-old lady, in a public place again during this pandemic!

Date of the transaction: Sep 03,2020 Issues: Fraudulent Billing I received an incorrect billing statement from Sonora Quest back in Nov 2020, realized there were something wrong with the billing amount, I contacted both my insurance company and my doctor's office, and my doctor's office billing staff Sara called Sonora Quest on Jan 11, 2021 to provide new diagnosis code in order to process it correctly. Never heard anything back from Sonora Quest until mid March, they sent me the exact same wrong billing statement and said it was way past due and it will go to collection. When I tried to make more than 10 phone calls back to Sonora Quest based on the numbers listed on the letter, which were [protected] or [protected] or [protected], either I was told they didn't know why new diagnosis code was not accepted, or after long hold I just got disconnected when an agent finally picked up the phone. I wasted a couple of hours and could not find any live person to resolve the issue.

On 12/23 I had an appointment at Tri-State Neurology. Their new doctor, Dr. Sherri Johnson seen me. She sent me for blood tests. Since Sonora Quest Laboratories was around the block, I walked over there to get it done. A month later I got a notice that I was billed as out-of-state. My insurance would only cover $67 and I would be responsible for almost $500. I called Sonora Quest Laboratories immediately. They said the problem was the physicians ID number. I called the Dr.'s office and they said she had an updated AZ ID number but the wrong one was accidentally put on there. They assured me they would fax the information right away. I called both places every month for a year. Every time I called Sonora Quest Laboratories they said they hadn't gotten anything from my doctor. Tri-State Neurology showed me the fax copies they sent. In Dec. of 2020 a manager told me to mail my insurance form, the copy of the bill, and the check from the insurance that I did not cash. I called Sonora Quest Laboratories in Jan 2021 and they said it was taken care of. Now it's in collections.

Getting angry with Sonora quest, they don't my shared info when I go to my local lab, They use whatever system they use for all customers, and because of that Aetna bounces their claim and then that is that then I get a headache after headache from Sonora Quest, this happens over and over again. This is getting old and frustrating as you can imagine. Please make this stop.First here and then it goes to the secondary insurance. Here are those.(1) My free insurance from work - Aetna - CoreCivic ID [asterisks] AFBP OPEN CHOICE PPO [asterisks] PAYOR NUMBER [asterisks] [asterisks] CLAIMS P O BOX [asterisks], [asterisks] Then BCBS steps in. (2) MERITAIN - USING [asterisks] [asterisks] ID [asterisks] PPO MEDICAL GROUP #MCC001 DIVISION COR.[asterisks] -CLAIMS Meritain Health [asterisks] My wife's insurance of which is the main payer, don't go directly to them, please share this info with your billing department - I do want to see any more bills from Son

Sonora Quest has a habit of recording only partial insurance info at the time of service despite being given all insurance cards. This is the fourth time they have done this to me. After being peppered with robo calls to call Sonora Quest back regarding a bill (note- nobody was on the line when they called me... they wanted me to hang up & call into a different number), I was able to provide my GAP / secondary info. I was told to disregard the bill. They apologized for the situation & when I asked why they do not keep a record of this rather than forcing me to go though this everytime a provider uses Sonora Quest, I was told their "systems don't work like that". Sonora Quest then sent the account they told me not to worry about to RSI Enterprises who have placed a derogatory claim on my credit everyday for the last five days.. yes, everyday for the last FIVE days. This feels like harassment over a bill I do not owe. I have a medical condition that worsens with stress and Sonora Quest, along with RSI, are making the condition worse. ALL of my insurance information was provided to Sonora Quest at the time of service. It was again provided when they said they had no record of the secondary / GAP insurance I have given them 4 times in the last 15 months. I do my very best to avoid Sonora Quest at all costs as their billing practices are incredibly shady.

Greetings, I get INR Pro-time tests regularly. For most of 14 years I went to Labcorp. When they stopped offering the finger stick test last spring I started going to Sonora Quest, mainly in Phoenix, Arizona. They recently started using kiosks to sign in. Perhaps they had them before Covid. But they are just now being utilized again. The 2 kiosks are beside each of 2 reception windows. With this setup, I witnessed 4 patients in less than a 10' space on the lobby side and 2 employees on the front office side of the check in counter. All at the same time. No one comes to wipe down the touchscreens between patients. The only sanitizer they offer are squirt bottles that have to be picked up to use. They are anything but touch free. I have reported this to our health department with photos. I find kiosks to be very poor procedures for numerous reasons. They smack of age & disability discrimination and they are one more place for patients' private personal information to be hacked. Labcorp implemented them as well. Every time I have been in an office that uses kiosks I witness patients who are not able to use them. They are usually embarrassed at their lack of familiarity and necessity to ask for help. With Covid, however, kiosks are especially inadequate. The front office has been checking me in for months without the kiosks. Last week when I arrived for my blood test I was told I had to use it. Even when I requested to not use the kiosk. I am very angry about this. Whatever procedural problem Sonora Quest is trying to resolve is at the expense of convenience and safety to the customers they serve. Please remove the kiosks. Thank you for your assistance.

I wish I had researched and read the article in AZ Central of your investigation of Sonora Quest Laboratories for fraud prior to paying for having my COVID-19 testing done at one of their locations!

I had planned to travel to attend my nephew's wedding this weekend, leaving [location] on Wednesday, 12/09. One of the states I was traveling to requires the COVID-19 test done within 72 hours prior to travel. I called Sonora Quest on Friday November 27th and explained the situation, they assured me that if I went on Monday, 12/07, I should have the results in 24 hours so I could travel.

Called Sonora Quest this morning and they said the results should be posted by Noon. Waited until 1:30 pm and no results! Spent at least 2 hours on the phone, being transferred from one agent to another and got the same response: the test takes 48 to 72 hours to get the results! I asked them why the representative promised the results in 24 hours? I told them that if the representative had been honest, I would have paid a different lab, although a higher price, to have the results on time! All I did was to get a round-a-round of excuses and apologies. I requested a full refund for the test and got all kinds of excuses and finally was transferred to the customer service department to be told they have to review the issue and then they will make a decision!

Not only will I miss my nephew's wedding, now I have airline tickets that will not be refunded and only a voucher will be issued! In addition, I will also lose the money for the airport parking paid in advance too.

In a nutshell, Sonora Quest Laboratories' practices, fraud, and deceit continue!

Sincerely, [Your Name]