Complaints
This profile includes complaints for Sonora Quest Laboratories LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 77 total complaints in the last 3 years.
- 42 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4/25 i arrived at the Gilbert location to do labs per Dr. request. The front desk told me I had a past due bill in the amount of $38.42. I agreed to pay the past due bill and the front desk had issues with their credit card machine and charged my card 5 times. So instead of the $38.42 payment, you all have taken $192.10. I complained right away in the office because i checked my account right then. The front desk had an issue refunding this and the next day all 5 charges went through my account. I had a procedure planned for Monday the 28th that required payment up front and I was short because of your companies oversight. I have been trying all week to get my money back and you have yet to refund me. The amount you need to refund is $153.68. Its not okay that you can take money from someone and not give it back right away. As of today 4/30 I still do not have the money that you stole.Initial Complaint
Date:04/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a payment plan with Sonora Quest and have paid 3 payments thus far. I learn that they recently sent my bill to collections even though I was in a payment plan. They had my email on file and I had gotten confirmation emails prior, and had a card on file for automatic payments. If there was a reason why a payment had not gone through I should have received an email since there has been one on file and I am then able to correct anything that is on my end. There is NO reason why a payment plan should be sent to collections
Business Response
Date: 04/24/2025
We have identified the root cause of this issue, but request additional time to review so that we may find a long-term solution.Initial Complaint
Date:03/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sonora quest is billing for test that were already paid by the insurance. Sonora quest mess up on filing claim & now they are not following the contracts they agreed to with Bruce cross blue shield of AZ The 1 st claim is not an issue The 2nd claim for 23.00 Test code 2498 CREATININE, URINE, RANDOM. CPT Code 82570 Billed Amount (S) 23.00 Expect. 3.94 Amount (S) Payor Name $ BCBS CORP HLTH PLANS 3rd claim 02482 PROTEIN, URINE, RANDOM. NORMALIZED. Billed 23.00 012482. This is not the correct test code - I called Sonora quest and ask what test code was Correct- this is the same test code as the 2 nd claim that was charges 23.00 - PROTEIN, URINE, random CPT 84156. Billed 9.53 except 2.79 BCBS CORP HLTH PLANS 02498 - CREATININE, URINE, CPT 82570- all ready billed insurance company on the 2nd claim for 23.00 Billed 13.47 expect 3.94 BCBS CORP HLTH PLANS 2 nd claim they put both test under one test Code & CPT code . Then sent 3 rd claim Test code 02482 23.00 BCBS CORP HLTH PLANS 012482 Test code don’t exist different CPT code 84156 billed 9.53 except 2.79 BCBS CORP HLTH PLANS. Insurance paid due to Cpt code not test code 02498 Test code CREATININE, URINE, already billed with 2nd claim Cpt code 82570 already sent to insurance on the 2nd claim This is the message from insurance company when I out reach to them Message Code/Description DUPLICATE CHARGES.THESE CHARGES WERE PREVIOUSLY PROCESSED/CONSIDERED. PLEASE INDICATE IF THIS IS A CORRECTED CLAIM. 3rd claim Dates of Procedure Descrica or 07/01-07/01/2024 82570 LAB 07/01-07/01/2024 84156 LAB Column Totals Enrollee: ***** * ******* Provider: SONORA QUEST LABORATORIES LLC $13.47. $9.53 $23.00 CCS Message Code/Description DUPLICATE CHARGES.THESE CHARGES WERE PREVIOUSLY PROCESSED/CONSIDERED. PLEASE INDICATE IF THIS IS A CORRECTED CLAIM. I have called Sonora quest 2/21/2025 on hold over 2 hrs spoke to Brain , very rude told me they are not going to contact insurance . Called to nopeBusiness Response
Date: 04/02/2025
Hi please see our response attached.Customer Answer
Date: 04/02/2025
This is the response I received from BC/BS . With my plan 100% is paid for by the insurance company.
I have called your billing dept multiple times. Wait time is over 2 hrs. The Dr office and insurance company has also tried to call and can’t sit on hold for that amount of time . Your representative are rude .2 nd claim was 23.00 with one CPT code sent to insurance. 3 rd claim sent with two CPT one is duplicate from the 2 nd claim - that’s why insurance will not pay.the test codes are also were added to 2nd claim total 23.00
the 3rd claim the 1st test code is correct
the 2nd test code is incorrect test code (same as the 1st code) and that the one saying I’m charged 9.53
the 3rd CPT code is the same one from the 2 nd claim .
how can u charge twice for the exact same test code & for CPT code ?
the turn around and charge for a test code that don’t exist.
someone needs to look at the error on the billing to insurance company ,Business Response
Date: 05/12/2025
Please see our attached response.Initial Complaint
Date:01/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a formal complaint against Sonora Quest Laboratories for mishandling my laboratory specimen and engaging in fraudulent billing practices. On December 4, 2024, I was tested for COVID-19 at High Desert Urgent Care in Sierra Vista, AZ, and my sample was sent to Sonora Quest the same day. I was informed results would take 3–5 days. By December 10, 2024, I had received no results, so I contacted High Desert Urgent Care. After investigating, they confirmed that Sonora Quest had lost my test, as documented in their records. On January 28, 2025, I received a bill (dated January 19, 2025) from Sonora Quest for $100 for this missing test. When I called Sonora Quest at 1-800-853-4288, their representative Khulod stated that my lab request was allegedly received on December 11, 2024, and the results were faxed to High Desert on December 12, 2024, at 1:24 PM. This raises serious concerns: 1. If the sample was lost, how were results later produced? 2. A test collected on December 4, 2024, would not be biologically valid if processed on or after December 11, 2024. 3. High Desert Urgent Care’s records confirm the test was lost, contradicting Sonora Quest’s claims. Sonora Quest is attempting to collect payment for a test that was either never performed or falsely documented, which constitutes potential medical fraud. I demand the immediate cancellation of this charge and a thorough review of Sonora Quest’s billing and lab handling procedures.Business Response
Date: 02/04/2025
We kindly ask for an additional time to research and respond as we need to investigate the timeline of this sample.Customer Answer
Date: 02/04/2025
I only had two options for a response. The proceeding pre-drafted response would close out this complain which is not appropriate. I have no problems extending the business time to investigate the timeline of the sample in question.Business Response
Date: 02/14/2025
Please see our attached response.Customer Answer
Date: 02/25/2025
The sample was taken on December 4, 2024. The Urgent care facility confirmed the sample went out on December 4, 2024. By December 10, 2024 both Sonora and the Urgent Care facility confirmed no longer having receipt of the sample and concluded the same was lost. Bottom line, I did not receive any timely results due to the sample either being mishandled or misplaced. Is there proof of chain of custody for when the sample was picked up?Initial Complaint
Date:01/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sonora Quest has begun sending bills directly to collections agents rather than to me, the patient. When I called Customer Support I was told that these were address-corrected bills that were sent to an address in a completely different part of town. (Were these even bills for me, or for someone else?) Instead of re-sending they just went to Collections. Their support told me I could get a full listing of all transactions for the last year, but only if I paid a fee first, and that she would email me an invoice for same. Now, several days later, there has not even been that. I am not certain whether this company's ********************* is practicing fraud, or simply completely incompetent. Pity, their phlebotomists are first-class.Business Response
Date: 01/31/2025
We are requesting an extension to provide a response.
We are actively reviewing and researching this issue and require some additional time to ensure we provide the best possible solution.
Thank You**** ********
Supervisor, Billing Customer Service
**********************Initial Complaint
Date:10/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sonora Quest took to blood lab tests which were ordered by my treating physicians. All orders were reviewed in detail with the Sonora Quest Technician before taking the labs in extreme detail with clear bilateral communications and understanding. All lab orders ordered by two physicians were displayed on a large colored monitor in examination room in clear site by both technician and myself. Often times physicians get billing codes incorrect were Medicare Insurance will not pay for the labs were they would normally pay if the correct billing codes were used in the order. I always have the chance to sign a waiver to continue with the a particular lab order if it is not showing approved by Medicare. As usual, some of the labs had the incorrect billing codes which clearly showed it was then not approved to be paid by Medicare. This showed clearly on the large new colored monitor in the examination room in which the technician and myself reviewed clearly before the labs were taken. Many of the orders had the wrong billing codes and a clearly stated no labs that are not approved by Medicare are not to be taken. She acknowledged this and only took the labs approved by Medicare. I did not sign any waivers to take any non-approved Medicare labs. I got a bill from them for approximately $298.58 for labs which are always approved by Medicare (over 15 years) for medically necessary lab tests. I called Medicare and the representative said I signed a Waiver to take the exams with the wrong billing codes. This is unequivocally incorrect. I never signed any such waiver and no waiver digital or manual exists with my expressed permission to take unapproved tests. Medicare did refused to pay for the labs even though the labs I did say Verbally to proceed with based on there clear communication that is was approved by Medicare. These test have also always been approved by Medicare. I was charged for all the lab tests although the technician expressly said the were approved.Business Response
Date: 12/19/2024
We appreciate Mr. ***** for sharing his concerns and dissatisfaction with his experience at
Sonora Quest Laboratories (SQL). At SQL, we are committed to upholding our values of
accountability and quality.
After receiving Mr. *****'s complaint, we thoroughly investigated the matter. During his visit on
August 9, 2024, Mr. ***** signed an Advance Beneficiary Notice of Noncoverage (ABN). A copy
of the signed ABN has been mailed to Mr. *****. ABNs are issued when SQL anticipates that
Medicare may not cover certain tests based on the test type and diagnosis codes. The ABN
outlines three options for patients:
1. SQL will bill Medicare, but if Medicare denies the claim, the patient will be billed, but
may appeal to Medicare.
2. The patient pays for the test upfront and forfeits the right to appeal to Medicare.
3. The patient refuses the test, assumes no payment responsibility, and cannot appeal to
Medicare.
In Mr. *****'s case, Option 1 was chosen. Testing requiring an ABN is not processed until one of
these options is selected.
We hope this clarifies any confusion or misunderstanding regarding this matter.
If you have any further questions, you may contact us directly, our department can be reached
at (800) 853-4288 (M-F 7am-5pm, closed 12pm-1pm).Customer Answer
Date: 12/21/2024
Dear BBB,
I cannot accept this response due to its falsity. I have never signed an Advance Beneficiary Notice of Noncoverage (ABN). I have not received one by mail, and it does not exist.
Senora Quest not only demonstrates negligence in their business practices but also misrepresents the truth. There is no waiver, and I have not received the so-called "Advance Beneficiary Notice of Noncoverage," as I never signed one electronically or by hand.
Please request Senora Quest to provide this "so-called signed document" directly to BBB through this portal as an attachment to prove its existence. Unless Senora Quest can prove to the BBB, Medicare, and myself that I personally reviewed and signed this document, the matter remains unresolved.Additionally, Senora Quest has surpassed the 30-day response requirement, which is unacceptable and warrants penalty.
I look forward to the next response, which should include a copy of the "apparently signed" Advance Beneficiary Notice of Noncoverage on which they are basing their argument.
Respects,
**** ** *****
Phone: ************
Business Response
Date: 12/23/2024
Please see our original response along with a copy of the signed ABNCustomer Answer
Date: 12/31/2024
Refusal to Consumer's Response
This document is fraudulent. The checkbox appears digitally altered, with bright blue on a typically black-and-white form where patients normally hand-check and sign.
I have 39 years of experience in this profession. I've had past issues with Sonora Quest on similar matters. After mistakenly signing such a document before, I've since learned to double-check everything prior to any blood draw.
It’s evident from the PDF that the checkbox is electronically marked in color on a black-and-white document intended for hand-checking and signing. Sonora Quest must provide the original document to prove its authenticity. I can also obtain proof from the offices where these documents are typically hand-checked and signed.
I never expected Sonora Quest to resort to fraud rather than admit a mistake and correct it like a respectable company.
This case now rests on moral principles. I'm willing to take Sonora Quest to Maricopa County Small Claims Court. They will need to send an attorney or management representative, costing them more than the value of this case, instead of simply admitting their error and dropping the false charges. If they don't appear, I will win by default judgment plus expenses.
Look at the PDF. Does it look genuine? A large colored checkbox on a black-and-white document is not how these documents are presented to patients. Patients hand-check this box and sign it.
The BBB needs to respond within thirty days to continue resolving this matter, as I believe it's their responsibility.
If the charges are not dismissed, I will serve Sonora Quest with a summons and complaint as a plaintiff within Maricopa County Courts.
I look forward to hearing from you soon to determine how to proceed.
Respectfully,**** * ****** **
Initial Complaint
Date:06/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
told labs and appointments were valid but were fraud decieting the customer. Lost labs should be done away from their disabled lab and they should pay for the negligence cause for 4 unneccesary trips to their office costing over $5000 in travel and time off of work.Business Response
Date: 06/20/2024
Good afternoon,
Please see attached.
Thank you!
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