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Business Profile

Medical Lab and Testing

Quest Diagnostics

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Lab and Testing.

Complaints

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

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Quest Diagnostics has 268 locations, listed below.

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    Customer Complaints Summary

    • 1,307 total complaints in the last 3 years.
    • 387 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:09/22/2025

      Type:Billing 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.
      I have continued to have issues with Quest Diagnostics billing my secondary Insurance. This issue has been going on for years and the only way I was able to resolve previous bills is by submitting a complaint through the BBB. I get bloodwork every 3-6 months. I provide both my primary and secondary insurance multiple times and without fail, I continue to be billing instead of my secondary insurance being billed. My secondary insurance is ******* and they have not received the claims even though Quest Diagnostics is saying they are submitted to them. My previous bills have even been sent to collections by Quest Diagnostics. This is balance billing and illegal. Please figure out how to prevent this from continuing to happen. As of right now I have 1 bill that has not been addressed properly. Bill number is ********** lab code is TAM. DOS is 4/18/2025.

      Business Response

      Date: 09/23/2025

      Dear ***** *****,

      Thank you for contacting Quest Diagnostics regarding your secondary billing concerns.

      Please know our billing system does not store secondary insurance information. A secondary carrier will not be billed automatically. After the primary carrier processes the claim and determines patient responsibility you will receive an invoice and then contact the billing team at Quest on the number on your invoice for us to submit a claim.

      The Quest Diagnostics billing team has submitted a secondary claim to ******* for each of your claims. Quest Diagnostics has not received a response. I have placed the invoice on a hold and resubmitted the claim to CHAMPVA for processing.

      I appreciate the opportunity to respond.

      Sincerely,
      *********


    • Initial Complaint

      Date:09/20/2025

      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 did a routine blood test with them in November 19, 2024. Quest coded it wrong and billed me as if the test was not covered by insurance. I called them and its customer ********************** told me they could not do anything after I told them that I did the same test in ******* and I have the same insurance. I later called my doctor's office. The office staff told me that he would message the Quest representative who works with the office. After multiple conversations, my doctor's office staff told me that Quest representative doesn't want to do too much. I called Quest three times. I think at this point Quest knows there is an error somewhere in the system. It just refuses to correct it. It may intentionally use the error creates more revenue.Actually, Quest input a physician with the same name in ********** while my doctor is in ***********. Quest can know this if they compare the my ******* test. It just keeps sending the wrong bill.

      Business Response

      Date: 09/22/2025

      Dear **** ****,

      Thank you for contacting Quest Diagnostics regarding your November 19, 2024, date of service.

      Please know after reviewing the invoice, the insurance processed the claim with a co-insurance/deductible as patient responsibility. Quest Diagnostics billed the claim along with the information provided by the ordering physician. Should the ordering physicians office have any additional information to provide to resubmit the claim, they may contact our billing department or send it to fax number ************.

      I appreciate the opportunity to respond.

      Sincerely,
      Stephanie 

      Customer Answer

      Date: 09/22/2025


      Complaint: 23911251

      I am rejecting this response because:


      You did not even read my message carefully. You people input the wrong physician in the system and sent to the insurance company. The physician was not my physician and not in my insurance network. The physicians have similar names! I will report Quest to the regulators if you keep sending the wrong bill to me. I have contacted the companies 5 times and no one cares including you. :)

      Regards,

      **** ****

    • Initial Complaint

      Date:09/19/2025

      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.
      Bloodwork done by Quest on ******************************************* on June 5, 2025. I was told by the tech the bloodwork would be covered by insurance. All of my claims for bloodwork at this address that were UNDER $100 were filed correctly and paid by Anthem BCBS. For the June 5, 2025 bloodwork, I continue to be billed $2,845.36 after being told it needs to be filed with the Primary insurer. I only have ONE insurance. I have spent at least 12 hours on the phone between Quest and **** trying to get the claim filed correctly. **** has not yet seen the claim, which means Quest has NOT filed it correctly. Emails to Quest Customer ********************** are answered weeks later and do not have current info. There are very long hold times to reach a live person. This is harassment! Why can Quest file small claims correctly, but not the large one which they are insisting that I, the consumer and the insured, pay within 5 days? Quest filed once with wrong insurance info. They filed a second time with wrong insurance info again, which I caught and changed online but it had already been submitted with the incorrect insurance information. Why are claims under $100 easily processed through insurance but this large once doesn't make it to the right insurer? Instead, they choose to cause me emotional distress.

      Business Response

      Date: 09/22/2025

      Dear ***** *******,

      Thank you for contacting Quest Diagnostics regarding invoice number **********.

      To ensure Quest Diagnostics is submitting the June 5, 2025, claim to the correct insurance, would you kindly provide a front and back copy of your insurance card. If you cannot provide a photo, please provide the insurance name, member id, group number and the claims address on the back of the insurance card.

      I appreciate the opportunity to respond.

      Sincerely,

      Stephanie 

      Customer Answer

      Date: 09/22/2025


      Complaint: 23908983

      I am rejecting this response because: It was unclear how to provide the insurance info (which I've tried to attach here and received a message that the photo of my insurance card is too large) and which Quest already has since the other charges under $100 were correctly submitted to BCBS.  For clarification, the second submission of the June 5, 2025 claim was submitted with the wrong info, but it will likely show the correct insurance info in Quest's records because I went in and added the information. The correct information was confirmed with Quest in a phone call (after holding for almost an hour) in which both BCBS and I participated.  I am confounded as to why Quest and BCBS cannot work this out, but BCBS cannot do anything for a claim they have not received and they are my ONLY insurance. In addition, I spoke to Quest last Friday 9/19/25 regarding this matter and was told I'd receive a call today. NOTHING.   I trust my insurance information will not be disclosed online once I'm advised how to provide that to Quest.



      Regards,

      ***** *******

      Business Response

      Date: 09/25/2025

      Dear ***** *******, 

      Please know on September 23, 2025, your insurance contacted the Quest Diagnostics billing department. Invoice number ********** was updated by the Quest Diagnostics billing department to reflect the correct insurance information.

      I am sorry for the time and effort you have spent on having your concerns resolved. You may disregard the invoice you received to allow time for the insurance to process the claim.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:09/17/2025

      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.
      Obtained labs as usual at my local branch, 3 weeks later, here I sit with one lab still stuck on "pending" and other labs from physician requisition completely missing. I have submitted multiple online requests which have gone unanswered(other then the confirmation of receipt that advises they will contact me "if necessary" I have attempted to call the provided customer ********************** line and been disconnected. I have submitted two chats with "Daisy" and "Immar" both of whom were not able to assist and told me to either call (*****)which resulted in being disconnected. And Immar routed me to the message system that was already met with no answers. When I asked to transfer to a supervisor/name of supervisor, Immar just stopped interacting at all and left me sitting. He would not provide a functioning email for corporate office at all. I have now had to put off treatment and cannot even get treatment coordinated due to their complete lack of response. It is blatantly clear some of my blood was lost. The *** my doctor requested doesn't even show as pending, My ********* just sits in pending ( I know this one is a little more elaborate than a *** but this is still way outside of specs) I was also advised this has become an ongoing recent issue with multiple patients as of late with Quest. These labs were completed on 8/28/2025, per quest site specimen viability, even frozen is rapidly approaching and to need to resubmit I will have to stop taking supplements/meds which will cause health issues again that are unnecessary. It really should not come to someone having to come to BBB to even hope for the simple opportunity to have a discussion. I haven't had one opportunity to even voice my concern to get an ETA or find out what happened with the lost *** my ** submitted for. (aside from these messages on their page that went unanswered)I have chat transcripts, screenshots, whatever may be needed.*cannot put amount disputed-??-they haven't even submitted to insurance

      Business Response

      Date: 09/22/2025

      Dear ******* ******,

      Thank you for contacting Quest Diagnostics regarding your August 28, 2025, results.

      Please know the patients results have been completed and reported to the patients MyQuest patient portal.

      I appreciate the opportunity to respond, and I am sorry for the time and effort you have spent on having your concerns resolved. 

      Sincerely,
      Stephanie 

    • Initial Complaint

      Date:09/16/2025

      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.
      On 8/28/2025, I went to Quest for my NIPT test, which tests for genetic abnormalities with a fetus and the *** of the fetus. Two weeks later on 9/11/2025, I received the results with the fetal *** reflected as opted out. I confirmed that I had not opted out and my doctors orders did not specify excluding this information. Quest admitted this was an error on their end. We have been told everyday that results would get updated daily, with today- 9/16/2025 being told it would be an additional 3 days. The call center has been unwilling to file complaints, often hanging up on me when I request a complaint be filed.

      Business Response

      Date: 09/18/2025

      Dear ****** ******,

      Thank you for contacting Quest Diagnostics regarding the results of your August 28, 2025, date of service.

      Please know the fetal gender is now reflected on the report as of September 16, 2025.

      I am sorry for the time and effort you have spent in having your concerns resolved.

      Sincerely,
      Stephanie 

    • Initial Complaint

      Date:09/12/2025

      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.
      Today 8-19-25 I took my mother for blood work, and checked in around 9:45 AM for stand by and the kiosk said the wait would be ***** minutes. Several times, the waiting room was completely empty, and yet she still was not taken back for her bloodwork - which at best takes 5 minutes for one vial of blood. We sat there for OVER TWO HOURS!!! And STILL did not get taken back. When she spoke with someone, she was told they were "completely booked today and you'll need to come back with an appointment". Which based on the status of the waiting room, with several empty chairs and many times completely empty, seemed hard to believe. I went on the website in the parking lot and found SEVERAL times available in the afternoon. This location just does not want to accept walk ins, and will refuse to take those people back even when they have plenty of time available to them. The kiosk said that there was a time available at 11:10 AM but because that was ******************************************************************* quicker because it said a ***** min wait. 11:10AM came and went - we waited another 40 minutes before we gave up. After reviewing available appointments I booked one for 1pm TODAY. So the tech she spoke to lied and said there was NO availability, when there was PLENTY of availability. They just do not take stand by/walk ins at all despite what your website states and what the kiosk stated at check in. This location is extremely poorly managed - I stopped coming to Quest Diagnostics for my own care. If it weren't for my mothers insurance we would be going back to labcorp.Absolutely ridiculous, and the entire team at this location should be fired for not doing their jobs. Making an 83 year old woman wait over TWO HOURS? STILL did not take her back when she requested assistance.

      Business Response

      Date: 09/16/2025

      Dear ******* ******,

      Thank you for contacting Quest Diagnostics regarding your mothers August 15, 2025, visit to our Patient Service Center.

      I am sorry to hear about you and your mothers experience. Please be assured that we take patient contacts very seriously. It is the policy of Quest Diagnostics to thoroughly investigate each complaint and to implement any appropriate or corrective action when an area is identified as needing improvement or an employee in need of counsel,coaching, re-education, or re-training. 

      If you would kindly provide me with the exact address of the Patient Service Center visited along with your mothers name for investigation.

      I appreciate the opportunity to respond.

      Sincerely,
      Stephanie 

    • Initial Complaint

      Date:09/12/2025

      Type:Billing 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.
      The test happened 2/14/2025.They are billing me $419.33 for lab work that should have been covered by my insurance.I was unaware that I would be receiving an additional charge, as the clinic did not inform me of this prior. They are threatening to send the charge to collections.There has been no resolution as of yet. I would like to see an itemized billing as well to see what I am expected to pay for.

      Business Response

      Date: 09/16/2025

      Dear ***** ******,

      Thank you for contacting Quest Diagnostics regarding the invoice you received for your February 14, 2025, date of service.

      Please know the insurance processed the claim leaving a patient responsibility of $419.33 for the co-insurance/deductible based on the patients insurance plan.

      If you feel as though your insurance processed the claim incorrectly, please contact your insurance carrier. If your insurance carrier provides you with an updated explanation of benefits, you can provide it to me for review.

      I appreciate the opportunity to respond.

      Sincerely,
      Stephanie 

    • Initial Complaint

      Date:09/11/2025

      Type:Billing 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.
      I tried to pay my bill, and they refused to take my Care Credit credit card with **************, which is used to pay for healthcare and veterinary services.

      Business Response

      Date: 09/12/2025

      Dear **** *******,

      Thank you for contacting Quest Diagnostics regarding making payment to your invoice.

      Please know Quest Diagnostics does not accept Care Credit as payment, I am sorry for this inconvenience.

      Sincerely,

      Stephanie 


    • Initial Complaint

      Date:09/02/2025

      Type:Billing 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.
      Quest Diagnostics is charging me for blood work that should not be charged to me but rather to the insurance. They make an error in regards to the gender of the patient and also the date of birth. If this was fixed, ********** Blue Shield would pay them, but they are unwilling to do this. I have been working with them since November 20 24 and still have not found resolution. They have now placed this account in collections due to their errors.

      Business Response

      Date: 09/04/2025

      Dear ****** Jankicevic,

      Thank you for contacting Quest Diagnostics regarding your invoice.

      If you would kindly provide your invoice number for further review. If you would also provide your insurance name, member id number and group number that was active for the date of service.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:09/02/2025

      Type:Sales and Advertising 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.
      9/2/25- *********************************************************************** Sat and waited 2 hours for a walk in pre-employment drug screening. In that time multiple older patients walked in, were confused by the lack of staff and tablet check in process. Several of them had to ask fellow patients for help, breaking their own privacy in the process. Staff would come out into the waiting room to check to ensure walk-ins were present and then scold them for not having appointments. This location needs to have a resource at check-in to help patients so that patients arent helping patients. This location also needs customer ********************** training to ensure the staff are communicating with customers in a healthy and appropriate fashion.

      Business Response

      Date: 09/05/2025

      Dear ****** De ********,

      Thank you for contacting Quest Diagnostics regarding your recent visit at our Longwood Patient Service Center.

      We recognize that your time is valuable and what you experienced is not consistent with our goal of delivering excellence each day to every customer.
      I have forwarded your concerns to the Manager who oversees the site for review.

      I appreciate you taking the time to let us know about this issue, as it is very important that we know what our patients are experiencing.

      Sincerely,
      *********

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