ComplaintsforQuest Diagnostics

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Initial Complaint
04/12/2024
Complaint Type:
Billing Issues
Status:
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.
The collection site staff applied undue duress and coercion to extort my credit card information, despite my explicitly denying consent to do so. No means no. I only consented to have my insurance billed and copay/deductible amount manually paid once I receive the bill from Quest. Please remove my credit card information from your system. I will manually pay the bill once I receive it. If you automatically charge my card without my explicit consent to payment, I will simply dispute the charge due to your employee and business's collective illegal and predatory conduct, period. Please note that I currently intend to file a complaint with the Attorney General's/Department of Health's office if this mode of resolution does not elicit a sufficient response from your business.
Business response
04/16/2024
Dear ********* *******
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your visit and invoice. Our goal is to differentiate ourselves with unsurpassed customer service and unparalleled laboratory testing.
Quest Diagnostics Easy-Pay makes it simpler for our patients to pay for your laboratory services. With one easy step they can approve a potential charge to be applied to any balance that remains after your insurance company processes the claim. No funds are held while the claim is being processed and no credit card information is stored. No amount is charged at the time of service. The Easy Pay program is not mandatory however you will be asked at each visit if you would like to participate. Quest Diagnostics only requires payment at the time of service if there is a past due balance on a previous invoice. The amount told to you is a pre-authorization amount. If the amount is more than the preauthorization then you will receive an invoice for the amount over the amount you preauthorized. If the amount your insurance company states you are responsible for is less, only the amount your carrier states you are responsible for would be charged.
Your pre-authorization for your March 1, 2024 date of service has been removed. Your card information is not stored. If there is a patient responsibility you will receive an invoice with the amount. Your card will not be charged unless provided for future services.
I apologize for the time and effort you have spent on having your concerns resolved.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Customer response
04/16/2024

Complaint: ********

I am rejecting this response because your staff need to be seriously retrained if it is not mandatory per your claim "The Easy Pay program is not mandatory however you will be asked at each visit if you would like to participate." I pushed back, and your staff forcefully coerced me with great duress to give them a card.
Initial Complaint
04/10/2024
Complaint Type:
Product Issues
Status:
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.
I am a disabled person and I was mentally abused by your staff on April 10 after 1 PM. The first ones name was ****** and the second agent ******* the call in the middle of a sentence and just left me with hold music. Your company is aware Im disabled and these calls are extremely distressing and do me great harm to me I should be eligible for financial aid it was not applied. I was sent a bill for $81 and the agent yesterday sent something to my doctor to get it covered. She was nice but today April 10 both agents did nothing to help and I was sent an additional bill for $1400. They would not send something to the doctor like they did yesterday and kept giving me the runaround and were extremely rude. Please contact me on my house phone if I am not contacted on my house phone than this will be considered noncompliance but your company and you will not be paid by myself or the doctor. ******* to contact me on my husband with resolution is agreeing that you will except no payment whatsoever.As customers we will not accept bullying and substandard customer ********************** from your company
Business response
04/16/2024
Dear *******************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Invoice number ********** for your December 18, 2023 date of service was processed by ********,******** denied the claim stating the testing was non-covered services. If the ordering physician has additional information to provide for your date of service, they can provide the additional information to Quest Diagnostics and we will resubmit the claim to ******** for reprocessing.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. ********************** Experience Support Liaison
Customer response
04/16/2024

Complaint: 21557308
There are still two problems. The first one is your customer ********************** is downright dismissive and abusive. Secondly the lab test that I had drawn one week ago has never been finalized. I have no results despite quest charging ********* That is fraud. That is medical negligence
Lastly the doctors office is requesting that you contact them so they can know what exactly you need. This has been explained to you and your rude customer ********************** numerous times. I am left with $100 bill and also a $1500 bill while living on Social Security so I need for you to contact the doctor and explain what is needed. If Im given the runaround and theres no contact between you and my doctor then I will be forced to file an additional complaint. As far as the bill is concerned quest is not to contact me regarding this they are to cease-and-desist regarding the bill and the collection thereof since I do not awake and I live on Social Security. Your company has done significant damage to my health by the countless ineffective phone calls. Once again you are to contact my doctor with me on the line to help explain what you need. ******** will not reject the item if it sent to them correctly. The problem is quest has failed to put forth the appropriate effort. I also explain to you that I need you to call me on my house phone because Im disabled but unfortunately quest does not abide by the federal laws that states that as a disabled person I am supposed to have reasonable accommodations. It was clearly explain that for a reasonable accommodations I need a phone call to my house alone. The complaint was read by you and received by you where it clearly says I need a phone call
I am rejecting this response because:

Regards,

*******************
Business response
04/16/2024
Dear *******************,
I left a message for you at 4:06pm EST. A call was also made to ****************,and a message was left with the nurse to please review patient records for your December 18, 2023 date of service.
Please know Quest Diagnostics performs the testing the physician requests and provides results to use in patient care. Only the physician that treats the patient can provide the diagnostic coding for the testing as the diagnostic codes provide the reason the testing needs to be performed. We cannot ask the physician for additional diagnostic codes as this is considered solicitation and against compliance regulations.
Sincerely,
*********
Sr. ********************** Experience Support Liaison
Customer response
04/19/2024

Complaint: 21557308
Thank you for leaving the voice mail for the doctor. I am still left clueless as to what is needed to get my insurance to pay Qwest. Qwest has been inconsistent with their answers. So-called answers seemingly are pulled out of the sky. I was very specific in the numerous voicemails that I wanted to be on the phone so I can play my keys and get them to submit the diagnostic codes. The diagnostic codes can be provided to the insurance company by the staff.
I am left with a 100 and nearly $1500 bill because of the madness and confusion. I have been abused and mistreated by the neglectful staff and nothing has been done about it. I have left two thorough voicemails with you and waited for a return phone call but none was never received. I even went through cancer treatment holding the phone in my hand waiting for your call but I was never respected enough to get a call back from you. The issues have not been addressed. I am not sure why Qwest would fight me on getting the bill paid. Im getting to the point where I dont feel that theyre worthy to be paid because of their neglectful service and abuse coming from the so-called customer **********************.
I am rejecting this response because:
I will call again today which is Friday May 19, 2024 if my call is not returned once again and the proper bill submission is not done then Qwest will be responsible for the alleged debt.
Aside from contacting me today May 19, ************* their affiliates is to CEASE and DESIST all communication with me regarding any alleged debt regardless of the date of service. Qwest has failed to properly assist in getting the billing properly submitted to the insurance company and therefore Qwest is not to be neglectful of my medical needs.

Regards,

*******************
Business response
04/19/2024
Dear *******************,
I just finished leaving you a voicemail returning you calls, I was out of office. ******** is denying your testing stating, "routine services not covered". I have contacted your physician's office on two separate occasions with no return phone call. Only the physician that treats the patient can provide the diagnostic coding for the testing as the diagnostic codes provide the reason the testing needs to be performed. We cannot ask the physician for additional diagnostic codes as this is considered solicitation and against compliance regulations.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am the administrator for my late father's estate. Recently, I submitted a request for laboratory result records to Quest. However, this request was returned to me claiming to be insufficiently completed. I provided Quest with a copy of the probate estate paperwork. I do not have the order clinician names and dates of services (if that's what they are looking for). I would appreciate it if Quest can assistance me in gathering my father's records, as I have furnished the necessary papers to receive his records. For privacy reasons, I am not enclosing a copy of the probate nor death certificate in this inquiry. I can resubmit this documentation if needed once in contact with Quest.
Business response
04/11/2024
Dear ***********************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your fathers results. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Your request for results has been escalated to be further investigated.Please allow time for the investigation, a member will be contacting you as well.

I appreciate the opportunity to respond.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer response
04/12/2024

Complaint: 21549367

I am rejecting this response because:

Quest doesn't say approximately when a member may reach out to me directly. If they can please let me know.

Regards,

***********************
Business response
04/19/2024
Dear ***********************,
Following up to advise the Better Business Bureau that ****************** was contacted to perform authentication to fulfill his request for results. ****************** will be receiving the information requested via mail.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This is in regards to bill ********** Patient ************************* Every year quest diagnostics processes routine preventative lab work that is covered at 100% by my insurance as diagnostic lab work and continuously sends bills while refusing to apply the correct codes. I have escalated this matter multiple times and I am still getting the same response that "it applies towards the deductible". Preventative lab work is supposed to be free and quest has charged me every year. Please resolve this issue I have been going back and forth for over 1 year on this. This is unacceptable and I should not be responsible for the incompetence of quest diagnostics dealing with ********** my insurance provider.
Business response
04/16/2024
Dear *************************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding ****** invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Please know Quest Diagnostics performs the testing the physician requests and provides results to use in patient care. Only the physician that treats the patient can provide the diagnostic coding for the testing as the diagnostic codes provide the reason the testing needs to be performed.
A corrected claim was submitted to the insurance provider with additional information that was provided by the physicians office. If you have an updated explanation of benefits from your insurance reflecting a different responsibility, please attach so it can be reviewed.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. ********************** Experience Support Liaison
Customer response
04/16/2024

Complaint: 21548574

I am rejecting this response because:
I have spoken to the insurance and the doctor and all tests that were performed were preventative which is covered 100% regardless of deductible. Every year quest processes it incorrectly and I am forced to pay. Please correspond with the ordering physician and BCBS of Massachusetts if you need further clarification. I will not be paying this bill as quest refuses to process it correctly

Regards,

*************************
Business response
04/16/2024
Dear *************************,
Quest Diagnostics does not process patient claims, therefore we are not able to determine if the testing will be covered.The insurance processes the claim according to the patients plan benefits and advises Quest Diagnostics what to bill the patient. Quest Diagnostics does not question the physician orders, we perform the testing that the physician orders for their patients.
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.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
04/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Your employee, ******************************, approached me on ******** to ask what drugs I was on and that I Better change it. Honestly this is completely unprofessional behavior on behalf of a medical worker in your employ.
Business response
04/10/2024
Dear ***************************,
Thank you for contacting Quest Diagnostics. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
If you would please provide me with the exact address of the patient service center this person works at I was not able to locate them in our company contact list.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison

Customer response
04/12/2024

Complaint: 21540697

I cannot provide the correct address. Here is his LinkedIn profile:
**************************************************
If he is an employee of Quest Diagnostics I would appreciate an apology from him. His remarks shouldn't have come from any professional in the medical industry.

Regards,

***************************
Initial Complaint
04/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
They call every day over two times a day When I answer they hang up, I have repeatedly asked them to take me off of their caller list and yet the horrible phone calls still continue. Im not elderly I dont need my finger pricked or I dont need a wheelchair. Im healthy. I dont want any part of your health insurance.
Business response
04/08/2024
Dear *********************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
If you would please provide me with the phone number that continues to call you.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
03/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
To Whom It May ******** Re: Location: Quest Diagnostic ***************************************************************** On Friday, March 29, 2024 at 12PM I had an appointment to have my blood taken (17 vials) that my ************************************************************************* I had told the woman prior to my entering into the room that I have a portal since I don't have any veins; she said no problem. However, upon entering the room for her to take my blood, I again informed her that I have a portal. She said on your left side; no I told her on my right side. She then called someone to find out if they do portals. The response was "no we do not do portals." I told her I didn't know. She was very arrogant and responded, "so now you know."!!! I said to her I had informed you prior to my entering this room that I had a portal. I told her that I waited 1 hr and 45 minutes; her response to me was so what that's not my problem!!!! I asked her for her name; she wouldn't give it to me. I told her that she was disgusting. I would like to report as being extremely arrogant and that she should be working in a prison not for "Guest." She is a poor representation of your company!!!!Sorry ***************************
Business response
04/04/2024
Dear ***************************,
Thank you for contacting Quest Diagnostics regarding your recent visit to our Hollywood Site. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
As a follow up to the investigation, *******, the site Supervisor of the Hollywood site contacted you to advise that Quest does not collect from portals,however we can collect from the patients vein. And the Patient Service Center Leadership has addressed your concerns with their team.
Hearing from our customers helps us to ensure that we provide excellent customer ********************** as ********************* are the center of everything we do. Thank you for your feedback, I can assure you that it was used to improve the customer experience at the collections site.
As a valued customer, we hope you will continue to use Quest Diagnostics in the future.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
03/31/2024
Complaint Type:
Billing Issues
Status:
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.
This incident is repeated over and over again any time that I have lab work done that requires Quest Diagnostic. I am currently on ******** and I also have ******** as my secondary insurance. Quest does not store or process my secondary insurance with the balance due that ******** may not cover. They also do not send me a bill and what ends up happening is that I end up getting a letter from a collection agency and have to go through this ridiculous process of getting this fixed.
Business response
04/03/2024
Dear *****************************,
Thank you for contacting Quest Diagnostics regarding your invoice. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
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 would receive an invoice and then contact the billing team at Quest on the number on your invoice for us to submit a claim.
Please disregard the invoices you have received as your claims are being billed to your secondary insurance.
If the consumer has any further questions or concerns, they can reach our customer ********************** department at 866-MYQUEST *************) or billing department at ************. They can also visit our website www.Questdiagnostics.com.
Again, I apologize for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond.

Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
03/28/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I just started my job 2/27/23 and was not able to set up my benefits until the end of march. I had my miscarriage before I started my employer health policy therefore the bills for my miscarriage should be covered by ********* Yet you keep billing me.
Business response
04/03/2024
Dear ****** ******
Thank you for contacting Quest Diagnostics regarding your invoice. Our goal is to differentiate ourselves with unsurpassed customer service and unparalleled laboratory testing.
Would you please provide your ******** number for your March 23, 2023 and April 6, 2023 dates of service?
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Customer response
04/08/2024

Complaint: 21502561

I am rejecting this response because: I have waited for almost a full year for this reprocessing and you guys keep billing me. This is the 6th bill I’ve received and it’s not the only one. There are 2

Regards,

****** *****
Business response
04/09/2024
Dear ****** ******
Yes, dates of service March 23, 2023 and April 6, 2023 were both updated to reflect the ******** number you provided to me. At this time the invoices have been placed on a 60 day hold to allow time for ******** to reply to our claim.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Quest Diagnostics advertises that patients can drop off specimens. The video plays in the waiting room. The employees ignore specimen drop off customers, skip over specimen drop off and don't wait on customers dropping off specimens. This happens regularly at the ******** location.
Business response
04/03/2024
Dear ***************************************,
Thank you for contacting Quest Diagnostics regarding your experience. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
I am sorry for the less than excellent customer ********************** you experienced and the frustration this has caused. We stress customer care and I apologize that you did not receive the quality of care that should be expected.
Would you please provide me with the exact address of the location visited and the date of service you were at the site?
I appreciate the opportunity to respond to your concerns.
Sincerely,
**************;
Sr. Quest Experience Support Liaison

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