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Business Profile

Medical Lab and Testing

Sonora Quest Laboratories of Tucson
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Sonora Quest Laboratories of Tucson's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sonora Quest Laboratories of Tucson has 8 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 was referred to this company by my PHP for a lab appointment on 14 May 2025. I arrived at the appointment and provided my full insurance provider and benefits account number prior to the lab tests. The labs were completed and I received the results. On 11 June 2025, I received a full bill from Sonora Quest Laboratories for $1097.85. I consulted my insurance provider and they told me that Sonora Quest never contacted them or filed a claim with them. I called the Sonora Quest billing phone number. The recording said the wait was over 200 minutes. It said 'press 1' for a callback or 2 to leave a message. Neither of those options worked. I cannot reach anyone to resolve this issue. This company needs to contact my insurance company and file the claim appropriately. In the meantime I will inform my PHP of this issue so other people don't have to go through this.

      Business Response

      Date: 06/19/2025

      Please find our attached response.

      Customer Answer

      Date: 06/20/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** ****

       

    • Initial Complaint

      Date:12/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 had services performed on 4-27-2024
      Reference # NL100014767
      Paid Sonora Quest with a check on 6-9-2024. For the full amount owed. On 8-30-2024 Sonora Quest sent me a check for over billed services. On 12-4-2024 Sonora Quest sent me to collections for the above mentioned reference number. I have contacted them for duplicate billing 4 times. Sonora quest tells me to wait and it will clear itself.?

      Business Response

      Date: 12/23/2024

      V

      Customer Answer

      Date: 12/26/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22682702, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.



      Regards,



      Kevin Isaacs



       

    • Initial Complaint

      Date:07/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 been continuously getting emails about a past due bill that I thought had been resolved last month. There was allegedly an error in their billing system and they were supposed to be refunding me for $19.36 which is what I paid when I had been billed the first time.
      Now I’m getting the same emails about a past due bill being sent to collections and the extremely frustrating part is that the new emails are stating that the amount my insurance paid is what I had originally paid.
      I’ve tried to call and I have submitted my receipts several times. I’m growing increasingly frustrated by this issue and I want the misleading threats about sending me to collections and these harassing emails to stop once and for all.
      Fix your systems and stop harassing people!

      Business Response

      Date: 07/22/2024

      Please see attached

    • Initial Complaint

      Date:07/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 MISTAKEN ordered a Women's health test for myself, I'm a male.Immeduatly after I payed they sent me a confirmation email, I noticed the mistake. I called and talked with them , they said they would issue a refund, it could take up to 14 days, after 14 days I called again, wad told there was never a refund request submitted, buy they would do that then, same thing up to 14 days. After the next 14 days, nothing happened again.
      I have been calling pretty much every 2 weeks since March 21, everything they say they will refund the money but nothing ever happens.One lady told me that when the order expires, June 20, and they see the order was never filled, they would refund, they never did again.
      I called again, same story, I would get my refund in 14 days.
      Nothing ever happens, it's been since March 21, and now it's July 09.
      I can not even get a Women's health test,I want a refund of the whole amount 110.00.

      Business Response

      Date: 07/22/2024

      Please see attached

    • Initial Complaint

      Date:02/15/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a veteran and use the department of veteran’s affairs services. There is a program called Community Care where if we as patients cannot be seen in a timely manner, we get referred out into the community with a vendor that is covered under the VA. I was sent out to see a dermatologist who requires yearly lab work which there has been an authorization for every single time. The front receptionists at Sonora Quest always ask me for my insurance card and in those cases, I use my VA identification card. It seems like they never bill TRIWEST which would clearly state to do so if they’ve ever contacted my insurance. I should never have to pay for these services. I’ve contacted them multiple times over the years regarding this and it has yet to be taken cared of and now is in collections.

      Business Response

      Date: 02/22/2024

      Please see attached.

      Customer Answer

      Date: 02/22/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 21297118, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      My provider’s office usually includes the authorization number on the lab orders and apparently they never did. Thank you for clearing up this matter and I will be aware of information needed for next time. 




      Regards,



      Naomi Quitugua



       


    • Initial Complaint

      Date:02/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      - January 4, 2024
      - $106
      - Blood draw and testing
      - I paid in full and they outsourced the testing to another lab who further charged me and submitted to my insurance.
      - Business has not responded
      - No advertising

      Business Response

      Date: 02/15/2024

      *-Please see attachment-*

    Sonora Quest Laboratories of Tucson is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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