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 74 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
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.Review fromBrian R
Date: 06/11/2025
1 starI was referred here by my PHP. I provided my insurance information prior to the appointment. 3 weeks later I was fully billed by Sonora Quest for the entire lab visit. I called my insurance company and they told me that Sonora Quest never even submitted a claim for the lab work. I tried to call Sonora Quest billing department and was told it was over a 200 minute wait to speak to someone. Message says to 'press 1' for a callback but that does not work... Apparently many others with the same complaint, but this company continues to operate in this manner. I will be filing a full complaint with the BBB.Review fromJames W
Date: 06/09/2025
1 starVery poor reservation system. I waited an hour with one. Dont have an appointment system if you cant live up to the appointment time. This has been my third time in two years where this has happened.Review fromDeborah D
Date: 06/04/2025
1 starPhlebotomists are excellent. Billing is horrible. I was forced to pay upfront for my latest lab work and was told I would be credited back the amount paid ($399.00) when ******** processed the claim. ******** processed the claim and showed my portion as 0.00. This was seven weeks ago; I have not received payment. I have tried calling. The first call was a two hour wait and when I finally received a call back, we were immediately disconnected. I tried again but had to wait because it was the lunch hour. After that I was in the queue for 90 minutes but had to take a family member to an appointment. I tried calling again and was put on an indefinite hold - 150 minutes on hold and no-one answered. My husband then called on my behalf and after a nearly two-hour hold time, the agent didn't seem to understand their billing system. They told my husband they would email to us, a copy of the bill that was submitted to ********. No email received. This seems a highly dishonest way to do business. Forcing prepayment when I have both ******** and a secondary policy that pays the allowable amount on all charges that ******** doesn't cover is highly suspicious. I'm floating Sonora Quest a loan and then have to battle to get my money returned.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.