Business Profile

Medical Lab and Testing

Quest Diagnostics

Headquarters

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Complaints

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

Customer Complaints Summary

1,355 total complaints in the last 3 years.
396 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:08/25/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Hello. So here is the issue. Quest diagnostics took money for a bill without my authorization. Simply took money without me paying a bill. They have this system called Quest Diagnostics Easy PayTM. I was never told I signed up for this. They took my debit card information from a previous bill I had paid. Kept it on file. And then charged me money for another bill without ever telling me anything.
Business Response
Date: 08/26/2025
Dear **** *********,

Thank you for contacting Quest Diagnostics regarding your August 5, 2025, date of service.

I apologize for any inconvenience this issue may have caused you. With one step, at the time of service, you authorize a charge which will only be used to pay any balance that remains after your insurance company processes your claim. If your insurance provider indicates that you do not have a balance due/owed, your credit card will not be ********** no time are funds held.

A patients card is not held on file, a card would need to be provided for each individual date of service to be used. For your August 5, 2025, date of service, a card was provided for Quests Easy Pay at the time of service. Your insurance processed the claim leaving a patient responsibility of $36.66. Your card was authorized for $18.03, and the remaining balance invoice was emailed to you on August 26, 2025.

For your future dates of service, you do not need to provide a card, you may say that you would like an invoice to be mailed or emailed to you so you can make payment.

Sincerely,
Stephanie
Customer Answer
Date: 08/26/2025
[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:08/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 received a bill from Quest in April (second notice) after it appeared my insurance would not cover the costs. I paid the bill on April 11, 2025. Later that month my insurance confirmed they would cover the costs and Quest received the funds in early May.I have called Quest 3 times to ask about when I will receive the refund and was told it could take up to 90 days. The last time my file was allegedly flagged to be reviewed by a manager so that it would be addressed ********** has now been over 90 and I have not received the refund to my credit card nor my FSA debit card. If I waited 90 days to pay you would submit the claim to a collection agency so I think it absurd you have taken so long to refund the overpayment.What can I do to receive my refund? Do I need to take legal action against a company with bad business practices?
Business Response
Date: 08/15/2025
Dear ***** ******,
Thank you for contacting Quest Diagnostics regarding your refund.
I am very sorry that the Quest Diagnostics billing department failed to process your refund. Please know I have requested two refunds back to the original form of payment. The first one being $125.18 and the second for $150.00. You will see these refunds separately one on your card.
You have been waiting since May for your refund, and again I apologize for the time it took. Would you please allow time for the refunds I processed for you to reflect.
I appreciate the opportunity to respond, and I am sorry for the time and effort you have spent.
Sincerely,
Stephanie
Initial Complaint
Date:08/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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've been asked by my Doctor to do labs for him. I've been doing this with Quest for years, without an appointment I was always a walk in.I was not asked for ID or insurance card. I was never I formed I had to after years of your services. On the 12th of Aug 2025 I was again a walk in, and I was the only one in the waiting area. I was told if I didn't have an appointment I couldn't be seen. Me being the only one there,Why was I not seen? It's never taken more than 5 minutes to be seen in every instance previously. I was told I needed to make an appointment, so I left. Today I made and appointment by phone for 2:00 pm,I was 10 minutes early as requested.I waited till nearly 2:30 before I asked why I had fallen through the cracks, that I had an appointment at 2 ******** I was told I wasn't. Why?I am a client and have been for years, and I know I'm in your data system. Yet again I was denied a Doctor requested blood draw and given a number to make a complaint. Location is ***********Springfield Or. There was no need to send me away again when it takes less than 5 minutes after waiting 40 minutes to be seen!Not to mention the price of gas twice now for nothing. Maybe you would like to explain this to my Doctor, Dr. ****** ******* in ****** Or. And yes there was disrespect and lack of concern by your workers! A serious lack of professionalism on their part...Please allow me to do what my physician has requested.Thank you
Business Response
Date: 08/15/2025
Dear ***** *****,
Thank you for contacting Quest Diagnostics regarding your recent visit, I am sorry to hear about your experience.
If you would kindly confirm the location address and provide your confirmation number for your 2:00pm appointment for further investigation.
Please know walk-ins are always welcome at most of our Patient Service Centers. However, we do strongly encourage appointments at all sites as standby patients are not guaranteed service.
Sincerely,
Stephanie
Initial Complaint
Date:08/14/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
Despite my repeated attempts to resolve a billing discrepancy, I have been ignored and received extremely rude service when I connect to the company. They continue to send me threatening letters and threaten to send me to collections, despite my attempts to send proof of payment of my bill to them. They have been zero help and refuse to assist me. I ask that they help me to resolve any perceived issue or stop contacting me entirely.
Business Response
Date: 08/15/2025
Dear ******* *****,
Would you please provide your invoice number for further investigation?
Sincerely,
Stephanie
Initial Complaint
Date:08/13/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 BILLED WRONG INSURANCE COMPANY.I CALLED 3 TIMES, SPOKE TO 2 PEOPLE, WROTE 2 E-MAILS.TWO PEOPLE STATED THEY WOULD ENSURE THE PROPER INSURANCE COMPANY WOULD BE BILLED. OVER A MONTH LATER I AM STILL RECEIVING NOTICE OF DELINQUENT ACCOUNT OVERDUE NOTICE.
Business Response
Date: 08/14/2025
Dear ******** ********,
Thank you for contacting Quest Diagnostics regarding your March 19, 2025 date of service.
Would you kindly provide the name, member id, group number and mailing address for your primary insurance.
Sincerely,
Stephanie
Customer Answer
Date: 08/26/2025

Complaint: 23742109

I am rejecting this response because:

My Military DOD Beneficiary ID **********
******** M ********, DOB **********
Benefits No: 004723696-04
Sponsor: ******** A ******** DOD ID No: **********
Quest was instructed to credit Tricare For Life
Referral was processed for to ****** ******** per instruction by Tricare West Region
Reference No **********. Valid from 3-3-25 to 7-28-26
NPI **********
Rebill Tricare West 1-888-TRIWEST. ************************
Please call me with any additional questions ************.

Regards,

******** ********
Business Response
Date: 08/26/2025
Dear ******** ********,
Thank you for providing me with the insurance information.
Please know invoice number ********** has been processed with the insurance information you provided. The claim was processed with a test denied as "non covered services" leaving the denied test as patient responsibility.
Sincerely,
Stephanie
Initial Complaint
Date:08/08/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 son ***** ****** ,who is 16 year old , had a blood work done at Quest in ********, ** on July 12, 2025. His labs were ordered by dr. **** **********. His results arent posted in his chart. I called Quest several times and they promised to post the results but they havent done it. My insurance ***** paid for the labs.Please reach out to Quest and order them to post the results in my sons chart so he can have record of the results. Thank you ***** ******, Kevins mother
Business Response
Date: 08/11/2025
Dear ***** ******,
Please provide the email address associated with the patient's MyQuest account.
Sincerely,
Stephanie
Customer Answer
Date: 08/13/2025

Complaint: 23718890

I am rejecting this response because:

Please forward my message to Quest Diagnostic:
The email address associated with the patient ***** Wacker account is: ********************************************************************************************************************************************************************

***** ******, Kevins mother

Regards,

***** ******
Business Response
Date: 08/18/2025
Dear ***** ******,
Thank you for your patience as I worked with the MyQuest team regarding your request.
Please know the MyQuest team advised due to the type of testing, you will need to contact the ordering physician to view and discuss the results. I am sorry for this inconvenience.
Sincerely,
Stephanie
Initial Complaint
Date:08/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
7/24/25 i took a drug test at *********** in *********** IL, paid $70 for the test that was eventually sent to ***** diagnostics for testing. I somehow tested positive for thc, not the amphetamines i tested positive for at the lab due to my medication. 7/28/25 i retake the drug test, paid another almost $70, i called ideticheck today (8/6/25) to find out i was negative across the board. On 7/28 i called quest diagnostics to which their representative claimed tests are done one at a time so they were sure how my test was found to be positive for another substance than i was positive for at the lab. The medical review officer ********** was also very rude to me and upset me causing me great distress because i feared being penalized by my school for incorrect results. I couldve gotten kicked out of my program and i felt nor remorse nor intent to investigate how this possibly happened with my test specifically.
Business Response
Date: 08/14/2025
Dear ******* ****-*****,

Thank you for contacting Quest Diagnostics regarding your July 24, 2025 collection.

Please know you will need to contact Identicheck and have them consult the Medical Review Officer regarding your testing concerns.

I appreciate the opportunity to respond.

Sincerely,
*********
Initial Complaint
Date:08/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
When you go to quest they put in your lab orders and then have you sign a little pad 2 times. I have asked what it is for and do I get paper. I have been told that I am giving them permission for them to draw blood and that I am who I say I am. Well it is a form that says I will pay if my insurance does not pay. So they are billing me now for 2 items. I spoke with Quest and all I get is you signed saying you will pay. Well I guess they have no procedures. I have been going to quest for many years and they us to let the customer know. Now they do not. This has happened several times and I have been told that the doctor didn't put the right code and it was not deemed medically necessary. Not that I signed something stating I will pay ****** to test my Vit. D leverls or GGT for a liver test. They are blaming the doctors. So I am supposed to get a statement from my doctor which is not working, I have offered to pay what I would have paid if it was not filed under insurance and I get a "no". I would not be having this conversation if the location did their job and told me what I was signing. I have asked but trusted Quest since I have been going there for years. For everyday bloodwork there has been no issue but now that some of the bloodwork it out of the normal the light has finally been turned on. I should not be responsible to pay this because the techs are not doing their job. It is get them in and out. Spoke with 3 people today and quest. I am told I see your signature there is nothing I can do about it. Well if I had know I was paying $****** for one test it would not have been done. Why cant you pay as if you ordered it yourself? Why do they not tell the customer ******** does not cover this. Instead I signed and was told something different and then quest gets $334.57 when in fact ******** would not be sending that much and they do not charge that much when ordered. I get nothing we can do from quest.
Business Response
Date: 08/06/2025
Dear ******** ****,
Thank you for contacting Quest Diagnostics regarding your March 6, 2025 date of service.
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. I have submitted your concerns to the Rockport Patient Service ***************** team.
On August 5, 2025, a Quest Diagnostics billing representative sent a letter to the ordering physicians office to review the information provided. The letter also includes an area for the ordering physician to provide additional information regarding the medical necessity for the denied test.
Invoice number ********** was placed on a hold to allow time for the ordering physician to respond to our request.
Sincerely,
Stephanie
Customer Answer
Date: 08/06/2025

Complaint: 23705655

I am rejecting this response because: the lab techs are just having the customer sign 2 times and I was told at each time it is for permission to draw blood and who I am. At no time do they say I am signing that I will be responsible for the amount that already shows that ******** will not cover vit D. Then I am denied because they are saying the doctor put the wrong code. Then I am bill for what they billed ******** and ******** would not pay that amount to beging with. I have been told by quest there is nothing they can do and I will have to pay the full amount and that I was told about it when the blood was drawn which is not true. I never get a paper or have been told that. Why would I pay over ****** to check my vit. D went I could have ordered it myself. So Quest gets the full amount. I am also applying this with ******** for this reason. I will have to do blood again and when I am told that I am going to ask for the document that I am suppose to sign. I have yet to get one. You go in the the ******** ***** location. They put the lab orders in and say sign and sign. Again when I ask do I get something and what am I singing I am told they need permission so I sign. I have been going to that location for years and in the past prior to the pad you sign you were told and they even asked if you wanted it done. Nothing is asked. I don't know if other locations are like that but it should be a standard procedure to let the customer know. Why should ********************** get ****** because of their mistake. I didn't mention the other. GGT for ***** which is a total of 334.57. Check with the location. Even the manager was in there and he did my blood work and did ask. Just says sign and sign,.

Regards,

******** ****
Business Response
Date: 08/12/2025
Dear ******** ****,

Your concerns have been addressed with the Rockport staff by the Senior leadership 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 customer experience at the collections site.

As a valued customer, we hope you will continue to use Quest Diagnostics in the future.

Sincerely,
Stephanie
Initial Complaint
Date:08/05/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 health provider (Welspan) is informing me they have not received my lab results from Quest Diagnostics... NO one at Quest has assisted me with this problem.
Business Response
Date: 08/06/2025
Dear ******* *******,
Thank you for contacting Quest Diagnostics regarding your results.
If you would kindly provide me with the exact date of service, ordering physician and the address of the Quest Diagnostics Patient Service Center visited.
Sincerely,
Stephanie
Customer Answer
Date: 08/06/2025

Complaint: 23703319

I am rejecting this response because:

The only way to reply is to not accept Quests reply? ***.. my phone is ************
I am not asking for much but have had it with customer hang *** and not providing me with the info requested.
My Quest appt was around November 20. 2024 in the zipcode 19605
Why hasnt Wellspan in *******, ** receive a copy of the results of blood work?

Regards,

******* *******
Initial Complaint
Date:07/31/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 billing me $169.86 for a procedure that has already been paid by the insurance company. I have provided them proof of this but they continue to bill me. I have verified with ****************** that this procedure has been paid to Quest. It is impossible to talk to a live person at Quest.
Business Response
Date: 08/04/2025
Dear ******** *****,
Thank you for contacting Quest Diagnostics regarding invoice number 8117172851.
I do not work with Quest Diagnostics billing team and unfortunately do not have access to their documents. Would you please provide me with the explanation of benefits as well as the payment information from Highmark containing the payment amount, payment date, when the payment cleared and address the payment was sent to.
Sincerely,
Stephanie

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Quest Diagnostics is NOT a BBB Accredited Business.