Reviews
This profile includes reviews for Sonora Quest Laboratories LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 76 Customer Reviews
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Review fromJanice H
Date: 09/12/2025
1 starI have been sending a billing inquiry to this company's corporate headquarters since April 2025. I was seen for lab work on 3/4/2025. At that time I was required to sign an *** (Advance Beneficiary Notice) and pay $63.00. The *** states: OPTION 1. I want the *** listed above. You may ask to be paid now, but I also want ******** billed for an official decision on payment, which is sent to me on a ******** Summary Notice (MSN). I understand that if ******** doesnt pay, I am responsible for payment, but I can appeal to ******** by following the directions on the **** If ******** does pay, you will refund any payments I made to you, less copays or deductibles. ******** paid the claim and yet here it is 6 months later and I still have not been reimbursed the $63.00 they charged me. I have tried via mail to contact the corporate headquarters for a refund on April 9, 2025 and May 25, 2025. I have had no response from the corporate headquarters at all. I am not sure how this company can be rated A+. They are rude, don't keep appointments on time, and will not respond to billing issues. Perhaps someone needs to audit their billing procedures. They certainly are not following ********'s *** policy and are likely doing the same with other insurance companies.Review fromRobert L
Date: 09/04/2025
1 starI made an appointment at the ******************* stand alone facility for 1:15 PM today 9/4/25. I arrived 10 minutes early to a lobby with 15 or so people in it and knew what would likely happen from there. First time I had used Sonora Quest outside of a doctors office location in almost 10 years. I sat around for almost 25 minutes past my appt and left as blood sugar was going quickly from the overnight fasting. My issue for making such a late appointment in that regard, but as indicated in other negative reviews, SQ needs to address their years long issue with the appointment system. If you cannot be on time why have it?Locations in doctors offices are much different and way better at overall customer interaction. That is the only positive I can spin today as was a wasted effort on my part.Review fromLisa M
Date: 08/28/2025
1 starDue to a chronic condition Ive had numerous labs sent to this company over the last however many years. No matter how many times *** sent them corrected insurance information, they cant get it right. Somehow they get the insurance company wrong, the primary insured, or the policy number wrong. Because of it I get billed and they refuse to bill the correct company. Its at the point where I honestly believe its on purpose, and Im tired of emailing only to not get a response, or spending hours on hold. Its a fight every single time I get labs done. I do not have time for this, and trying to get an answer is a full time job on top of the one Ive already got. You guys need to get it together. Im asking my doctor to find any lab in AZ that isnt these guys since they cant do anything right.Review fromKarlene M.
Date: 08/15/2025
1 starThe people who work here should not have a license to handle health issues. Truly inhumane. I had to do a drug test for a prospective employer; my pee came up about a 1/8" short under the 2-60 line. The girl who did my pee cup said she would time me ******************************************** the lobby. I kept drinking water for over and hour, no one came to check on me or take me to the bathroom. My ****************** started to act up. I had to go to the counter and ask for help, I had to beg to go to the bathroom. I can hear the girls laughing and music playing in the back. The next nurse came to the door I told her please I really have to pee can you get the girl that is helping me. The girl came out and told me straight up, "this is my fault for not being prepared the first time." I stated, "What? I am I supposed to pee in the parking lot?" She said, "there are people before you." I cannot believe this type of person is allowed to work in a clinic. She basically directed me to drink water for 45 minutes, and an hour later basically denied my pee emergency to utilize a restroom. I had to go across the street. My bladder hurt for the next couple hours, and my Raynaud syndrome finally quit acting up when I got back into the warm air. Really bad treatment they shouldn't be in health business.Review fromMartin E
Date: 08/15/2025
1 starThis is the most ridiculous business, on the 13th of July, 2025 I went to the north phoenix office, I got my blood drawn if you can say that, the keep poking me and poking me drawing one tube per poke Ordered 15 tests, paid almost $800, day latter I received 5 test results, 8 tests were missing and canceled, why? Well for blood samples compromised and mishandling specimens and 2 tests missing.I called, talked to customer service, they wont refund the money and they want to poke me again and run the tests again, they said they can refund money for the 8 tests that were compromised ONLY How can I trust the results of the 5 tests? Is my life being compromised.I called 4 times again and I was on hold for 54, 61, 73 and 97 minutes without any luck of speaking with anyone? After those times phone got disconnected and I had to start all over again.Will be filing a lawsuit on Monday.
Sonora Quest Laboratories LLC
Date: 08/19/2025
Thank you for your feedback. We apologize for the inconvenience you experienced during your visit to our ************* location.
We would like the opportunity to review your concerns and work toward a resolution. Please contact our billing customer service team at ************** (MondayFriday, 7:00 AM5:00 PM, closed 12:00 PM1:00 PM) or email us at *************************************************************************** When reaching out, reference BBB Customer Review #******* to help us locate your case.
We appreciate your time and look forward to assisting you.
Review frommarian l
Date: 08/15/2025
1 starMy PCP ordered two cultures- Shiga and C-Diff cultures. Had other test and in appointment was given the wrong container to take home and no instructions. Tried to return the sample. Waited 30 minutes - no one at front desk. Staff calling for patients ignored me. Made another appt for soonest appt- within hour at another distant office. told no problem with container. Wrong! just found out another container and particular method for collecting at home. Tried to have at home pick up. Didn't work. test results for Calprotectin done but no culture results. They had the order. Two elderly women at the second office had waited 30 minutes at the window- could not manage the Kiosks. I helped them sign in. Then too late for their appt! I am done with Sonora quest.sReview fromLinda C
Date: 08/07/2025
1 starWe have been responding to a bill from Sonora Quest since test were done in Feb. of 2025 because the provider and the lab failed to get the proper authorization. We have called and have yet to speak to a person and have sent several written replies telling them that they need to submit a "retro authorization" as instructed by our insurance BCBS but it appears that it is easier to threaten "collections" than it is for them to do their job.If it is not corrected, they can do what they must because we have all of this documented.Review fromJoe M
Date: 08/06/2025
1 starFRCE TO LEAVE ONE STAR RATING, THAT'S HOW SONORA QUEST FEELS ABOUT *********** CONCERN ABOUT RESOLVING BILLING QUESTIONS!!!!Review fromMEGAN H
Date: 07/16/2025
1 starIf I could give zero stars, I would...Worst billing customer service ever!!! I am currently on hold and its been over 120 minutes. My insurance paid the claim yesterday , SQ harassed me every week to pay the claim even though my insurance covers it, but ***** needed more info. They now owe ME money. I had to lock my credit card so they can't dip into my money anymore! This company is awful.Review fromCheryl C
Date: 06/30/2025
1 starworse customer service on the billing side. 3 hour wait time on hold because web site couldn't access bill. said they need more info but didn't tell me what they wanted.
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