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Business Profile

Medical Lab and Testing

Quest Diagnostics

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 267 locations, listed below.

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    Customer Complaints Summary

    • 1,406 total complaints in the last 3 years.
    • 391 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:07/12/2025

      Type:Customer Service 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.
      My name is **** *******. I am an elderly and disabled man. In 2016, the *************** placed me on SSDI benefits for various medical conditions from which I suffer from.I have been receiving continued harassing medical bills from Quest for tests that have always been covered by my insurance plan. Furthermore, my doctor has contacted Quest to provide them with whatever diagnosis codes necessary to make sure this test continues to be paid for by them. I have repeatedly told this information to Quest, yet they continue harassing me which has caused some of my medical conditions to be exacerbated. My doctors will testify to this if necessary. Because of this, I have consulted with legal counsel. My attorney advised me to try and resolve this matter by contacting the BBB. However, if that does not work, please understand that we will utilize all legal remedies to resolve this matter, which will include but not be limited to contacting all applicable social and news media outlets, government agencies, and filing a lawsuit for costs plus damages.

      Business Response

      Date: 07/14/2025

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

      Thank you for contacting Quest Diagnostics regarding the invoices you have received.

      If you would kindly provide an invoice number for further investigation into your concerns.

      Sincerely,

      Stephanie 

      Customer Answer

      Date: 07/14/2025


      Complaint: 23592252

      I am rejecting this response because: I forwarded your response to my attorney. He instructed me to provide you with the following information - Bill number **********. We are willing to give you one week to permanently delete this fraudulent bill from my records. Failure to comply will leave us no choice but to proceed with the steps outlined in my initial complaint



      Regards,

      **** *******

      Business Response

      Date: 07/17/2025

      Dear **** *******,

      Invoice number ********** is at a zero balance no patient responsibility.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:07/10/2025

      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 is committing fraud and tryingto collect payment for services they claim is with an insurance company that i never used. i sent an email in March as well as one of their techs added an email to their system stating that i do not have ***** insurance; never have.

      on july 3rd, i spent my time and gas to get a draw and was told that i need to pay a bill before i can get services and that the bill had been paid by insurance. It's just a quirk that their system shows ***** instead of blue shield. this is quest's system and you can't fraudulently add an insurance provider i know nothing of and claim that i owe money to your company and that the mistake is a quirk. that's called fraud. all other bills have been sent to the correct insurance company before and after this 2024 date. the bill is **********. if i am sent to collections for this i will sue quest as i have worked very hard on my credit rating. all other bills have been paid. this is entirely quest's fault and issue.

      Business Response

      Date: 07/11/2025

      Dear ****** *********

      Thank you for contacting Quest Diagnostics.

      If you would please provide me with your insurance name, member ID number and group number of the active insurance you had for your November 25, 2024, date of service.

      I appreciate the opportunity to respond.

      Sincerely,

      Stephanie 

      Customer Answer

      Date: 07/12/2025



      Complaint: ********



      I am rejecting this response because:


      The business can contact me via my email address as they should have. I am not comfortable providing my personal information via third party systems.  Further they already have the information since they have been billing the proper insurance. 

      ************************* 

      Regards,



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

    • Initial Complaint

      Date:07/08/2025

      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 diagnostic says I owe a bill of $10 sent the bill to a collection agency and continue to bill me after. I dont owe them $10.

      Business Response

      Date: 07/09/2025

      Dear Dammonica White,

      The invoice number you provided has no balance.

      Stephanie 

    • Initial Complaint

      Date:07/08/2025

      Type:Customer Service 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 am being billed incorrectly, left 3 messages with my contact, and no return calls. I need my bill to be fixed, I am being charged for diag instead of preventative

      Business Response

      Date: 07/11/2025

      Dear ***** ********,

      Thank you for contacting Quest Diagnostics, if you would kindly provide your invoice number for review.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:07/08/2025

      Type:Product 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 made a billing code error which resulted in my card being charged ****** back in Nov 2024.They did not reach out to my physician's office for clarification instead my physician's admin ended up contacting them in Dec 2024. I contacted Quest and they advised that they would rectify (Dec 4).Jan 8, 2025 - my insurance company contacted Quest and informed them that I was owed a refund as the charges were covered. I contacted Quest Jan 24, Feb 6, Apr 14, May 22, last date being June 13 (representative ********).I was told by each representative that I would receive payment within 3 to 5 weeks after calling, which NEVER happened.I would appreciate the BBB's assistance as this has dragged on for far too long.Thank you-

      Business Response

      Date: 07/09/2025

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

      T**** you for contacting Quest Diagnostics regarding your refund.

      I am sorry that the billing department has failed to get you your refund. Please know that I have requested a rushed check refund in the amount of $100.00. The check will take approximately 2-3 weeks to be received.

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

      Sincerely,
      Stephanie 

      Customer Answer

      Date: 07/09/2025


      Complaint: 23570151

      I am rejecting this response because:

      This is the exact same response that i have received for months on end. Please explain why issuing a check takes the better part of a month and why expediting seems to be so difficult in this case.

      Regards,

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

      Business Response

      Date: 07/09/2025

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

      I do not work in the billing department and cannot tell you what their delay is, however, I personally submitted the refund myself this morning and it has been approved. Your refund when requested with the billing department never got approved. 

      Sincerely,
      Stephanie 

    • Initial Complaint

      Date:07/07/2025

      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.
      On April 17, 2025, I was denied medically necessary service and escorted out of the Quest Diagnostics lab facility by the lab technician after providing all necessary documentation including an active insurance card and a lab requisition. The technician did this because I did not provide a credit card and asked to be billed once my insurance was charged.

      Business Response

      Date: 07/07/2025

      Dear ******** *******,

      Thank you for contacting Quest Diagnostics regarding your April 17, 2025 visit. 

      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 please provide the exact address of the Quest Diagnostics Patient Service Center visited for investigation.

      Sincerely,

      Stephanie 

      Customer Answer

      Date: 07/07/2025


      Complaint: 23564405

      I am rejecting this response because:

      The response from the organization asks for the address of the location so I am providing more details. The location where this happened was: **********************************************************************. The employee was ******** Z, and she was simply following the procedure.

      I would like confirmation that this procedure will either change or that this is not the procedure. Patients should not be denied medically necessary care when they have provided active insurance cards. I did not provide a credit card because the estimate that was provided to me was wrong. I have no copays for lab work but the estimate stated $25. I asked to be billed as needed after insurance had been charged and instead I was denied care and escorted out of the office.



      Regards,

      Jonathan 

      Business Response

      Date: 07/17/2025

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

      Thank you for contacting Quest Diagnostics regarding your April 17, 2025 date of service and for your patience while we investigated your concerns.

      After reviewing your experience from your visit, the Supervisor of the ******** location investigated your concerns.Please know the employee that serviced the patient on April 17, 2025 is no longer with the organization. However, the team of the location has been further coached.

      Patients are not denied service if they do not provide payment at the time of service for our Easy Pay program. If a patient has an overdue balance, it may impact a patients ability to proceed.

      I appreciate the opportunity to respond.

      Sincerely,
      Stephanie 

    • Initial Complaint

      Date:07/01/2025

      Type:Billing 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.
      Re: Claim #**********, Date of Service: 3/17/2025 This claim was initially denied by my insurance as non-covered, and part of the associated charges were billed to my credit card by Quest. However, the claim has since been reprocessed and fully paid by my insurance provider on 6/6/2025, with zero patient responsibility.Despite multiple attempts to inform Quest via the online contact form, the updated insurance payment has not been reflected in your system. My responsibility has not been adjusted, nor have I received a refund for the amount charged to my credit card. I keep getting bills from Quest for this DOS.For privacy reasons, I am not attaching the *** or other documents containing PHI, but I can provide them upon request through a secure method.

      Business Response

      Date: 07/09/2025

      Dear ****** **************,

      Thank you for contacting Quest Diagnostics, please know your refund of $40 has been processed.

      Sincerely,

      Stephanie 

      Customer Answer

      Date: 07/09/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

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

    • Initial Complaint

      Date:06/30/2025

      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.
      July 17, 2024 when my son had labs drawn at a Quest diagnostics here in *******. I've used my work insurance with Cigna Allegiance. All lab results came back and when the first bill came, I've seen that there is a lab named "UNLISTED SPECIAL SERV/REPORT - CPT code *****" amounting to $89.04 that my *************** did not pay because the reason was "UNLISTED", it has no particular name/procedure on the explanation of benefits of the lab work. Somebody from that lab, she cannot find the specific name of the lab order on their lists, so she entered it as "UNLISTED". So my insurance is not paying this since & Quest has the audacity to charged it to me. I've complained to my *************** **** we did a 3 way phone call involving me, quest diagnostics *** for lab bill and Cigna advisor. The Quest *** said that they will look at the charges, no need to pay on my part and will bill later when they have the answer on why it was entered as "UNLISTED special Service/***ort". Cigna Explanation of Benefits reference code I2289 - please submit with office notes. This is for quest to submit to them what is needed. Then this May 21, 2025, I received the same bill with the UNLISTED special serv/***ort for $89.04, still not resolved and still charge on me. I have called Cigna advisors so they can call Quest on my behalf about how to resolve this today or this year. I'm sure my *************** will cover this particular lab in question had Quest only entered the lab name properly. I'm a Nurse working in a hospital, and I know if you cannot find a particular lab name or procedure name, there is a way to enter it properly. So I need help on this Quest bogus billing of lab work that needs to be straightened out so my *************** can pay them properly.

      Business Response

      Date: 07/11/2025

      Dear ****** ***** *****,

      Thank you for contacting Quest Diagnostics regarding your son's invoice.

      Please know after reviewing invoice number **********, the invoice has been amended to reflect a zero-balance no patient responsibility. If you would kindly allow ***** hours for the invoice to reflect.

      I am sorry for the time and effort you have spent on having your concern resolved.

      Sincerely,

      Stephanie 


      Customer Answer

      Date: 07/11/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it

       
      Better Business Bureau:

      Good Afternoon.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I hope this is the last bill that Quest will send me for the account number and date involved.  Thank you so much BBB for the help.  God bless you guys.

      Regards,

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

    • Initial Complaint

      Date:06/30/2025

      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.
      They continue to send me bills for the incorrect amount requesting I pay an amount that has not been reduced by insurance coverage. Ive had to call multiple times and they tell me to talk to my insurance and then insurance tells me to talk to Quest Diagnostic because insurance approved the claims. Quest keeps sending me bills for amounts higher than what is actually owed.

      Business Response

      Date: 07/01/2025

      Dear ***** *****,

      Thank you for contacting Quest Diagnostics, would you please provide me with an invoice number so I can further review.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:06/27/2025

      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 went to ******* and now I am receiving collections notices from quest. Quest is trying to get money from me that I dont owe them. My insurance covers this charge and I called and told them.

      Business Response

      Date: 07/01/2025

      Dear ******* ***********,

      Thank you for contacting Quest Diagnostics.

      If you would please provide me with your invoice number and insurance information for review.

      Sincerely,

      Stephanie 

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