Complaints

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

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  Quest Diagnostics

  500 Plaza Dr Secaucus, NJ 07094-3619

• 

  Quest Diagnostics, Inc.

  10101 Renner Blvd Lenexa, KS 66219

• 

  Quest Diagnostics

  3825 Eubank NE Ste H Albuquerque, NM 87111

• 

  Quest Diagnostics, Inc.

  7510 Montgomery Blvd NE Albuquerque, NM 87109

• 

  Quest Diagnostics

  1305 Wonder World Dr San Marcos, TX 78666

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:

  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.

  Hi,I revised a bill from quest diagnostics saying a test that my doctor requested would be 2900 dollars. I called and questioned about the test as well as why my Insurance would not cover this. I got a call some weeks later asking for approval of the test which I declined as I did not have nor have 2900 to spend on one blood test. The representative said okay and said she would close it out wince denied this test. Fast forward and not quest is saying the performed the test and that I owe them for said test. I do not agree with the bill at all since I was verbally told it was not being performed by someone from quest. However, against my better judgement I would be willing to pay a reduced amount to settle the charges that are very extortionate.

  Business Response

  Date: 08/29/2025

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

  Thank you for contacting Quest Diagnostics regarding your August 23, 2024, date of service.
  

  Please know Quest Diagnostics does not question the physician orders, we perform the testing that the physician orders for their patients. Should the patient have any questions regarding the testing that was ordered, please contact the ordering physicians office.
  

  Quest Diagnostics does not process patient claims, therefore we are not able to determine if the ordered test 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 billing department placed the invoice on a hold to allow time for the patient to contact their insurance.
  

  I appreciate the oppurtunity to respond.

  Sincerely,
  Stephanie 

  Customer Answer

  Date: 09/01/2025

  
  Complaint: 23797411
  
  I am rejecting this response because:
  

  This once again does not address the call that I got from Quest in August of 2024 asking if I wanted the test performed. No one seems to address this or have an answer as to why quest went ahead and ordered/performed the test when I expressed I did not want it performed due to the costs. Also, quest has failed in providing me an answer as to which physician along with providing me their info, requested this test. 
  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 09/02/2025

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

  Please let me know if you would a copy of the invoice which reflects the testing performed and the ordering physician that ordered the testing.
  

  If you would please provide the phone number that contacted you so that the call can be pulled and reviewed regarding the August testing. 
  

  Sincerely,
  Stephanie 

• Initial Complaint

  Date:08/25/2025

  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 have ******** (Assignment accepted) and a ******** Supplemental policy with ********** (BC). ******** and ********** have both adjudicated the claim from Quest Diagnostics (Quest) and I owe ZERO. Explanation of Benefits (EOBs) were sent to Quest, but they have balance due billed me three times with past due notices for date of service 3/17-4/16/25, in the amount of $13.20 - the exact amount BC allowed. I spoke to BC on 7/21/25 and held on the line while BC advised Quest that there is no balance due and Quest agreed. I spoke again to BC a few days ago and was told BC had overpaid Quest on (some other claim-not mine) therefore they did not release any monies to Quest but I owe ZERO to Quest and Quest owes BC. I have attempted to contact Quest by phone to no avail. Ten minutes waiting time. After the first balance due statement I received from Quest I sent them copies of the ***** I don't know what else to do at this point. I feel they are preying on older folks like me (82). They should be held accoutable. This is at the very least unethical and might even be ********/medical billing fraud. Most older folks would just pay this. It is ONLY $13.20 but this provider is double billing and going after older folks on *********I am asking that something be done about this practice.

  Business Response

  Date: 08/28/2025

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

  Thank you for contacting Quest Diagnostics regarding your March 17, 2025, date of service.
  

  Please know after reviewing the notations from the Quest Diagnostics billing department, a claim was submitted to your secondary insurance company for processing. Invoice number ********** has been placed on hold to allow time for the secondary insurance company to respond to our claim.
  

  I appreciate the opportunity to respond.
  

  Sincerely,
  Stephanie 

• 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:08/24/2025

  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.

  Subject: Concern Regarding Unprofessional Experience at Quest Diagnostics **************************************************************************************** Management,On August 7, 2025, at 10:00 a.m., I was scheduled for an appointment at your Quest Diagnostics location at *******************************. I arrived early, as my doctor had requested labs the day before to help expedite my kidney transplant listing. To facilitate this, I sought assistance in changing my scheduled appointment to a walk-in.When I asked one of the phlebotomists (female, Hispanic, glasses, heavy build) for help, she responded by rolling her eyes after I expressed confusion about her directions. I kindly asked her to clarify, but my request was met with dismissive and unhelpful behavior. I then spoke with another phlebotomist who provided clear instructions and helped me place myself on the walk-in waitlist.After waiting in the lobby for more than an hour, and as the lobby began to clear, I noticed that there was no movement on the waitlist, despite being third in line. At that point, I decided to leave and schedule an appointment at another Quest Diagnostics location.I am writing this letter to bring to your attention the unprofessional behavior I experienced with the first ************* Her conduct was unnecessary and discourteous, and I believe it should be addressed to ensure that patients are treated with professionalism and respect.I fully understand that wait times for walk-in patients can be longer, and at no time did I expect to be moved ahead of others. My concern lies solely with the unprofessional interaction I experienced.Thank you for your attention to this matter.Sincerely,***** ****** ************

  Business Response

  Date: 08/28/2025

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

  Thank you for contacting Quest Diagnostics regarding your August 7, 2025 visit to our Wilshire Patient Service Center. I apologize for any inconvenience you experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing. 
  

  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. 
  

  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.
  
  Sincerely,
  Stephanie 

• Initial Complaint

  Date:08/22/2025

  Type:Sales and Advertising 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.

  All of my labs have been sent to an email address that was not authorized starting in January of 2025 up until August 2025. After trying to contact the company and not getting anywhere idk what else to do. I screen recorded the phone conversation and asked that my account not be deleted or that email not be deleted so that I can provide proof to seek counsel and or police report and the guy deleted my account and email from there so now I have no records of it even happening

  Business Response

  Date: 08/29/2025

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

  Please know ******* ******* concern has been previously investigated and resolved for the patient. The incorrect email address has been removed and cancelled with the MyQuest team. Your MyQuest account will continue to be monitored.
  

  I appreciate the opportunity to respond.
  

  Sincerely,
  Stephanie 

• Initial Complaint

  Date:08/21/2025

  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.

  Being billed for lab testing despite having insurance that covers it

  Business Response

  Date: 08/26/2025

  Dear **** ********,

  Thank you for contacting Quest Diagnostics regarding your invoice. If you would please provide me with your invoice number for further review.

  Sincerely,

  Stephanie 

  Customer Answer

  Date: 08/29/2025

  
  Complaint: 23781577
  
  Thanks for getting back to me. The two bills are:
  
  8833193432

  8833196942
  
  
  
  Regards,
  
  **** ********

  Business Response

  Date: 09/02/2025

  Dear **** ********,
  

  Thanks so much for providing the invoice number, I was able to locate your two invoices. If you would kindly provide your insurance information that was active for your May 1, 2025 date of service so that I may submit a claim to them. I will need the insurance name, member id number and group number. 

  Sincerely,
  Stephanie 

• Initial Complaint

  Date:08/21/2025

  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.

  On 08/21/2025 I had an appointment for an employer drug screen at Quest diagnostics homestead ** location. I was not able to provide a sufficient urine sample and was given water to drink and told to sit for a while until I needed to use the bathroom. About 30 minutes later I spoke to one of the technicians to let them know I was ready to provide the sample and really needed to use the bathroom. This technician let me know that the person who had assisted me earlier was now on lunch break and would be gone for an hour. I waited for over an hour in pain needing to use the bathroom and all they told me was that the person is not here so no one else can assist me. There I was in agony needing to use the bathroom and no one cared enough to assist me. I kept asking for help telling the staff that I needed to use the bathroom and they just said the person on lunch is the one who has to assist me and if I left the company who required the drug screen would have to reschedule the test. I have never been treated in such an inhumane way. If this is the policy then it needs to change to reflect the situation. I could have easily been assisted by someone else to collect and label the sample and the tech could have finished the process when she came back from lunch. There was no empathy shown for someone in distress from a situation that could have easily been resolved.

  Business Response

  Date: 09/09/2025

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

  Thank you for contacting Quest Diagnostics regarding your August 21, 2025, visit to the ****************************************************************.
  

  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. 
  

  Your concerns have been escalated to the leadership team of the Homestead Patient Service Center to address your concerns.
  

  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.

  I appreciate the opportunity to respond.
  

  Sincerely,
  *********

  Customer Answer

  Date: 09/09/2025

  [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:08/18/2025

  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 had blood tests done by Quest Labs on 1/10/2025. They asked for my charge/debit card, although I have *************** and never had an issue, I thought nothing of it. Unbeknownst to me the claims were denied by *****. With no warning on April ******* Quest withdrew $949.62 from my bank account. Through appeals the claims were covered by ***** and ***** paid quest in June. I was told since I canceled my card they would mail me a check. I still have not received my money from them. Each time I call I get a different answer, The check was approved on 7/18, the check went out on 7/23. No it was approved on 7/23 and was mailed out on 8/6 (Aetna was on the phone with me and can witness that) I called today and was told it was sent again July 23rd. spoke with a supervisor ******* who said she would have to check to see if it was cashed and would call me back, received no call back.I am not getting a straight answer and I do not have my money. instead they sent me past due notice for $2.42 when they have my $949.00 dollars! I don't know what to do

  Business Response

  Date: 08/29/2025

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

  Thank you for your patience, while Quest Diagnostics further investigates your refund concerns. If you would kindly allow more time for investigation.

  Sincerely,

  Stephanie 

  Customer Answer

  Date: 09/02/2025

  
  Complaint: 23764973
  
  I am rejecting this response because: This issue has been going on for MONTHS.  I want my money, money that belongs to me.  Instead I get late notice invoices for $2.42 cents.  Enough.
  
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 09/10/2025

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

  Thank you for your patience. I know you have not received the check that was sent to you. Would you please let me know if the card that you used for payment is still active. If still active I can process a rush credit card refund to you.

  Sincerely,

  Stephanie 

  Customer Answer

  Date: 09/10/2025

  
  Complaint: 23764973
  
  I am rejecting this response because:  Quest was notified NUMEROUS TIMES that I shut that card down when they without warning took my money out.  That is the reason WHY THEY WERE TO SEND A CHECK.  They clearly know this.  I do not trust this company in giving them another card number.  They can overnight a new check, VERY SIMPLE.  Enough with the games.
  
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 09/12/2025

  Dear ****** ******,

  I am not with the Quest Diagnostics billing department, I was unaware of the card being inactive. Thank you for your response.

  The original check has been voided and a new check in the amount of $949.62 has been requested.

  Sincerely,

  Stephanie 

  
  

• Initial Complaint

  Date:08/18/2025

  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 cannot access my results on the patient portal. I have spent an inordinate amount of time on hold on the chat line and on the customer support phone line. I even sent an email/message via the link on the site. When I was able to reach someone, they told me they could not help and transferred me elsewhere. All I want is access to my lab results via the portal.

  Business Response

  Date: 08/26/2025

  Dear ******** *********,

  Thank you for contacting Quest Diagnostics, I am sorry for the inconvenience you are having accessing your results.

  If you would kindly provide me with the error message or reason provided when trying to access your account.

  Sincerely,

  *********

• 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