Sonora Quest Laboratories

Coming here is a lot like going to the MVD: You get greeted by the people who are unhappy to be working there, and the people who are unhappy to be waiting. You take a seat and have no idea how long you’re going to have to wait. Eventually you get called up, and they ask for papers you don’t have, or don’t understand, and then you get treated like an idiot.
The people who actually performed the service were competent and efficient, and not all together unfriendly, and I sympathize with them, but in the end, I can’t imagine anyone going here unless they absolutely have to. I will not return unless absolutely necessary.

Sonora Quest-​Ahwatukee was once a great and efficient place to receive quality and quick service. Sonora Quest management should take notice that the wait times are no less then ridiculous at 1 – 2 hours or more. Even appointments run 20 – 40 minutes behind. It takes almost a half hour or more to even drop off a specimen. And to make matters worse there is are excuses and terrible attitude from some of the front desk staff. They are loud and do not protect the privacy of patients. Particularly from Denise Y.
I watched as some staff treated people as if Sonora Quest is doing everybody a favor by having the patients and customers utilize the business. Patients don’t want to hear the sob stories about «how busy» the staff is or what page of patients they are now serving. Or how late they started the night before (Denise) Some staff make it very clear that they care more about feeling sorry for themselves and how busy they are then patient needs and time.
I will research other alternatives in the future. Sonora Quest should maybe invest some money and open another location in the Ahwatukee area.
On a positive note though, the phlebotomists have always been excellent and polite and skillful. And Monique rescued the front desk staff with her kindness and professionalism and respect for privacy.

Wait times are way too long. They need more locations in south phx or more staff in each location

The customer service at this location is impeccable! Although I walked in toward the end of the day, around 4:30ish, they were very polite and thorough. They completed my labs and I was well on my way within 10 minutes of my arrival. I received my results via email within 4 days (and it was a holiday weekend).

First, let me say that the customer service at the Sedona location is very good. The technician more than competent. She gets five stars.
My problem is with billing and the website. As we made payments, we never got a statement reflecting the payments even though my husband asked for corrected invoices. Also wrote two letters… No response. The invoice/​Ascension were only on the site once and then disappeared. The results never showed up when we logged on.
Now we are told it’s going to collection and we’ll have to make payment arrangements with the agency. But they don’t know who the agency is or what their procedures are. Interesting because we’ve called three times and each time been told it’s going to collection «tomorrow».

First let me say that I am sick and do not know what is wrong with me, thus my lab tests. I arrived mid day on a Monday thinking maybe the rush was over.
Not one employee gave me eye contact. The woman that spoke to me at the desk did not look at me, ask me how I was or smile. AT ALL. I waited one hour in an office that looked like a welfare office. No one took the time to straighten up, or clean up. If you want the feeling of spending hundreds of dollars on test and being treated like you are invisible, this is the place for you. When I was taken in for testing, the tech asked how I was and I said I have been waiting for an hour, no one checked in with me no one made eye contact with me etc. She was very kind. she apologized. Listen McDonalds down the street with high school students put more into their job than these folks at the desk. Safeway staff are more aware of customer service. This place is horrible. I did see that you can make an appointment and if this is where my insurance requires me to go I will try that next time. But people come on. You are for the most part dealing with people that dont feel good. Put something into it.

This review is based on their billing practices only and their corp offices on Washington was not listed so I picked where I go for labs. This is a copy of the letter I sent to the BBB in regards to their billing. I am also contacting the AZ attorney general
On Wednesday August 20, 2014 I went in to get my blood drawn like I have been doing every month for the last year from your location at 16 515 S. 40^th Street, Ste. #113 in Phoenix. After waiting 15 minutes the lady working in billing called me up and presented with a bill from 2013 for 2,965.32. I was in shock as I go in every month and this was never brought to my attention. She then proceeds to tell me they will not provide me services until the bill is paid. I look at the address on the bill and it is completely wrong they don’t have my apt. number on it and I had moved. I advised the billing lady that I updated my address online with you back in August of 2013 and she was quite rude and didn’t want to be bothered she pushed me off to your billing dept. I have End Stage Renal Failure and Sonora Quest is the only laboratory on my insurance and every bill this year has been submitted and paid by insurance. Last year my job let me go because I was on LTD because of kidney failure and they advised me my insurance was good until Nov. 2013. I only later found out it was cancelled in August of 2013. On Wednesday when she presented me the bill 2 ascensions were already in collection and 2 were not. I called customer service on Thursday August 21, 2014 and spoke to Kurt whom when I advised him of my situation, advised me he could make payment arrangements for 5 months which is almost 600.00 in order for me to continue to receive services from Sonora Quest. I get 1,000 once a month from disability. I cannot afford that. Kurt then promised me he would speak to his supervisor to see what he could do to make the payments affordable and he would call me back. HE NEVER CALLED ME BACK. I call back today and Kurt answered again, now I am told all the accessions are now in collections and they just rolled over so now I have to go to the lab to pay 50 percent of the balance to receive services from you guys. When I told him had you called me back when you said these would have not also went into collections. His response, «It is what it is» «go to Lab Corp» and «how would you have paid it if I called you back» First off Kurt is the WORST representative I have ever spoke to. I admit I have a bill to pay but Sonora Quest has dropped the ball for the following reasons:
1. You sent the bill to the wrong address even though I updated it with you and its funny RSI has the correct address. All my mail was forwarded also because I received 2 bills from you months ago from the same time frame and they got to me and I paid them.
2. Why was I not informed of this debt when I go in EVERY month for bloodwork? Why was it almost a year later that I am informed?
3. Since KURT never called me as promised the other 2 ascensions are now in collections because he dropped the ball and never even apologized.
4. You provide a lifesaving service how can you not may arrangements more affordable for people and deny them services? Hospitals and Doctors all make arrangements.
It is because of Sonora Quests negligence I was not able to address these bills in a timely fashion. I don’t even know the name of the girl who does the billing at location she does not wear a name tag. By the grace of god I was able to pay 50 percent of my bill and make arrangements with RSI to pay the rest and now able to receive services from you guys since you are the only ones on my insurance. I am also sending a copy of this to the AZ Attorney General in regards to your billing practices and the way you treat customers who need your services. I want action taken against Kurt got the way I was treated on the phone and the fact he never followed with me.

Horrible customer service. We will never return here. As someone who works in the medical field, I am appalled by their behavior, customer service and business practices. Making a child wait 2+ hours for a blood test, while being told every half hour that it would be just 15 more minutes, is awful.

Extremely poor customer service. Their website says the patient can get their test results. Good luck with that! It took 2 months for my husband to get his results. His doctor’s office had moved, so we were stuck dealing with some rude employee, Jackie, who did not bother to investigate why it was taking so long to generate his report. After 2 months, multiple phone calls, and much run around, we FINALLY got his report. Asking for a supervisor did no good. Only after someone in the billing department took pity on us, did we finally get his report.

no appointment needed walk in and you will get treated asap!
I’ve had to get blood work done several occasions for physicals and what not and I will always choose Sonora Quest Laboratories.
Professional, quick and pain free. I had 12 viles drawn once for all types of test and they were done quickly, painless and even had a nice chat with the professional drawing blood.
Always choose Sonora Quest they are the best!

Okay… so no one really likes going to these places, let’s be honest.
I had to bring my 4 year old here for a blood test following a change to some medication. PARENTAL TIP: Bribes do not stop the screaming.
We did not have an appointment because they didn’t have early morning appointments for weeks. Still, I showed up shortly after 7:30 a.m. and since the patient was a fasting kid… they rushed her in within a few minutes.
The staff is completely personable and quick… two very important traits in phlebotomists.
If you have to get your blood drawn, come here. :)

Stopped by this Ahwatukee location for a drug test (yay new job!). Walk-​ins are welcome and the whole process from check in to check out was about 20 minutes. Overall the staff was friendly and efficient. They even had a flat-​screen TV and drinking fountain right in the lobby. :)