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:01/06/2025

  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.

  Bottom line up front: I didn’t receive the medical services I went to this business to obtain.
  
  Woman with the short hair plastered to her head was incredibly rude, disrespectful and dismissive. She refused to provide her name so the respondent will need to determine who was working at 9:20am on 1/4/2025 that matches her description.
  
  I came in for a physician-ordered blood draw and arrived within 2-minutes of my scheduled appointment. The waiting room was full but once I checked in at the kiosk I saw my name on the TV screen.
  
  About 15 minutes later my name disappeared from the TV in the waiting room. I gave it another few minutes then attempted to ask an employee what is happening since I hadn’t been called but others with later appointments had.
  
  What a horribly rude woman! She was an absolute disgrace in how she answered my very polite and appropriate question. It only gets worse!
  
  She yelled at me about the stupid sign on the door. She admonished me to go sit in the waiting room and wait. It was so incredibly obvious that the last thing she was going to do was answer my question or provide even the smallest amount of customer service. Just terrible!
  
  When I finally was called back, it was with another person instead of alone. The staffer directed her to a different room and she told me to follow her. Based on her conduct this far the absolute last thing she was going to do was stick me with a needle. I requested a different tech and she refused.
  
  No way in hell was I going to let her stick me after all of that. I left and am now pursuing every avenue I can identify to get her license revoked.
  
  Based on the uniformly bad BBB ratings for all of their other locations in the area (terrible on Yelp and Google too) I believe the state needs to revoke their license and will be working hard to make that happen. I was referred by a doctor with Mercy and will be reaching out to their contract supervisor to file a written complaint about this provider as well.

  Business Response

  Date: 01/08/2025

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

  Thank you for contacting Quest
  Diagnostics regarding your experience during your January 4, 2025 visit to the
  Chesterfield patient service center.
  

  As a follow up to the investigation I would like to extend my
  sincere apologies for your experience. Your visit did not meet Quest
  Diagnostics’ Everyday Excellence service level. We stress customer care, and I
  apologize that you did not receive the quality of care that should be expected.
  

  On January 6, 2025 the manager of the Chesterfield location,
  Stephanie contacted you to address your concerns. The Patient Service Center
  Leadership has addressed your concerns with their team and has been retrained
  on customer service.
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  Stephanie
  Sr.
  Quest Experience Support Liaison

  Customer Answer

  Date: 01/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I want the name of the employee who acted so shamefully towards me so I can file a complaint against her license with the state. Failing that, I will be complaining about this location as an overall entity. 
  

  Your employee’s behavior was too disgraceful for a simple apology to suffice. 
  
  
  
  Regards,
  
  
  
  ******** *******

  Business Response

  Date: 01/13/2025

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

  Thank
  you for contacting Quest Diagnostics regarding your recent visit.
  

  Please
  know your concerns are being addressed by senior management of the Chesterfield
  patient service center. The management team is working closely to continue to
  thoroughly investigate your concerns and follow through with any re-education
  an/or corrective action if warranted. To protect their confidentiality, we will
  not be releasing the names of the phlebotomists involved.
  

  Quest
  Diagnostics considers this matter closed.
  

  Sincerely,
  Stephanie 

• Initial Complaint

  Date:01/02/2025

  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.

  11/6/2024 ***** ******* was charged twice for a lab visit of $7.62. I called and the agent told me it would **** *-7 weeks for a refund. On 12/30/24 I called to see why the $7.62 had not been refunded and I was told it could take up to 3 months and if I have not received it by then, call back. I was told that I was given the wrong amount of time by the first ****** It should not take 3 months to refund my money. At least it is only $7.62 and not hundreds. It is the point of not refunding my money and the time I waste waiting on hold. Today was a 39 min phone call.

  Business Response

  Date: 01/08/2025

  Dear *** *******,

  Thank you for contacting Quest Diagnostics regarding ******* refund.

  If you would kindly provide me with ******* date of birth and date of service for further investigation.

  Sincerely,
  *********
  Sr. Quest Experience Support Liaison 

  
  

• Initial Complaint

  Date:12/30/2024

  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.

  Quest is charging me for multiple visits but was only seen ONCE I have called billing I have contact corporate and no one seems to call me back! Spoke to a billing specialist by the name of *** P and she refuse to give me the number to someone hire and kept telling me to call my doctors office!

  Business Response

  Date: 01/22/2025

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

  Thank you for contacting Quest Diagnostics regarding your recent dates of service. I apologize for any inconvenience and frustrations you may have experienced regarding your invoice. 
  

  We are showing on August 21, 2024 you visited the ******* Quest Diagnostics patient service center. For the August 26, 2024 date of service, we are showing the **************** of ******* sent your testing to Quest Diagnostics to be performed.
  

  A phone call was left for the office to confirm our findings today January 22, 2025 at 3:52p EST. Please follow up with your doctors office regarding your concerns. Your invoice numbers ********** and ********** have been placed on a hold to allow time for the ordering physicians to provide confirmation.
  

  Sincerely,
  *********
  Sr. Quest Experience Support Liaison 

• Initial Complaint

  Date:12/30/2024

  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.

  october 22nd 2024. I accidentally sent a check for $150.00 to Quest the billiing location is Po box ****** Cinncinnatti Oh *****. They cashed the check anyways after I told them it was a mistake sending it and I did not owe them $150.00. I have been given two false names and emails addresses . *** Lattarull billing specialist whos number is ************. I have Left several messages and tried sending an email that was given to me from Quest diagnostic . No return calls or return the funds, also the emails is fake. I have been told several times that the check would be refunded. But It is going on Jan 2025 and still nothing.

  Business Response

  Date: 01/03/2025

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

  Thank you for contacting Quest Diagnostics regarding your check payment of $150.00. I apologize for any inconvenience and frustrations you may have experienced.
  

  Please know that as of January 3, 2025 your refund in the amount of $150.00 has been approved. Please allow 2-3 weeks for you to receive your check in the mail.
  

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

  Sincerely,
  *********
  ************************************* Support Liaison

• Initial Complaint

  Date:12/30/2024

  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.

  My healthcare provider sent samples in more than a week ago for testing and quest still has not tested them. I have tried to call them and they dont answer. Their services are horrible and they still have billed me

  Business Response

  Date: 01/03/2025

  Dear ***** ***,
  

  Thank you for contacting Quest Diagnostics regarding your recent date of service.
  

  If you would kindly provide the following information for further investigation:
  

  Patient date of birth
  Date of service
  Ordering physician name
  

  Sincerely,
  *********
  ************************************* Support Liaison

• Initial Complaint

  Date:12/30/2024

  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.

  12/30/24

  Business Response

  Date: 01/03/2025

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

  Thank you for contacting Quest Diagnostics regarding your recent visit. 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.
  

  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 corrective action when an area is identified as needing improvement or an employee in need of re-education or re-training. 
  

  If you would kindly provide the exact address of the patient service center visited and dates of service for further investigation.
  

  Sincerely,
  *********
  ************************************* Support Liaison
  

  
  

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 went to Quest Diagnostics on ******* in *********, ** on 12/17/24 and checked in after 4:00PM. The Medical Assistant who came out to call on a patient stated that it doesn't matter IF MY NAME IS ON THE BOARD, they stop at 4:00 PM for a Drug *********, I went back the following day on 12/18/24 before 4:00 PM and the system gave me an appointment for 4:20PM so I took it.The MA who came out to call someone and I mentioned that I was back for the drug screen and then that same MA said, as long as your name is on the board we can see you!I said then I could have been seen the day before and she ignored the fact that she lied to me and then went back into the office.I WASTED GAS AND TIME ALL BECAUSE SHE DIDN'T WANT TO WORK!I called customer ********************** and then got that Medical Assistants name and reported her without being seen and I am not going back.Her supervisor called me with only excuses and continuously interrupted so she was disconnected because all members of management should know better to not interrupt if they want to resolve an issue.I scheduled an appointment and my appointment was for 12/20/24 to go to another location and due to working, I missed that appointment and tried to do on a WALK IN at the ************* location.Someone came out and said, we do not take walk in' so I left.I called Quest Diagnostic customer ********************** for another location that I can schedule for the same day and she found Eastern in ********* at 3:40 PM.I got there and the location wasn't visible so I called customer ****************************** person I spoke to around 3:30 PM was rude, interrupted, ignored me and was so bad that I needed to put in a complaint.She stated that I did not have an appointment so she didn't help.I called several times for help and it was SHAMEFUL the way I was treated! I asked for a supervisor and spoke to ***** who pushed back!I called again and spoke to ***, I was running out of time and needed help, SHE LAUGHED SO I PUT IN A GRIEVANCE WAS FILED!

  Business Response

  Date: 01/06/2025

  Dear ******** *******,

  Thank you for contacting Quest Diagnostics regarding your December 17, 2024 visit. I am very sorry for any inconvenience or frustration this may have caused you.

  If you would kindly provide me with the exact address of the location visited for further investigation.

  I appreciate the opportunity to respond to your concerns. 

  Sincerely,
  *********
  Sr.Quest Experience Support Liaison

  Customer Answer

  Date: 01/07/2025

  
  Complaint: 22742075
  
  I am rejecting this response because:
  
  I need for all of my complaints addressed not just the ******* location.  *****************************************************
  *********, NV 89119... 12/17/2024 and 12/18/2024

  If you are not interested in assisting with all of my complaints then unfortunately, you're not helping me.

  12/20/2024, As I mentioned that I scheduled an appointment for the ************* location and missed that appointment and since they do not allow walk in's I left.

  That address is what I do not have and it can be found on my account since I had an appointment.

  While sitting in my car I called customer ********************** and received an appointment at 3:40 PM 12/20/2024 at the eastern location in *********************. ******************************************************************************* 

  My complaint is against ALL OF THE AGENTS AND THE SUPERVISOR *****, who gave me push back when I asked for help FINDING THIS QUEST DIAGNOSTIC LOCATION.  GPS got me there only the facility is hidden!

  EVERYONE DECIDED TO BE SARCASTIC, ARGUMENTATIVE AND INTERRUPT, AND TELL ME THAT I DO NOT HAVE AN APPOINTMENT.  When that was never up for discussion!

  All of them were terrible and that includes *****, the supervisor who also stated, you do not have an appointment!

  I stated, I did and WHO CARES!

  If all I asked for was help FINDING THIS QUEST THEN SHE FAILED because she decided to sit on the phone quest!  SOME SUPERVISOR!

  It had gotten so bad, I had to remind her that QUEST DIAGNOSTIC is a public location and the address is on ****** so needing help locating them shouldn't be like PULLING TEETH!!!

  After being scheduled on 12/20/2024 for the 3:40 PM in *********, **, EVERYONE else who I spoke to for help, DID EVERYTHING THEY COULD to make me MISS my appointment and that will never be okay!  That will never be accepted or excused!  

  *** was the last agent I spoke to on that day before complaining to her LEAD.

  *** on 12/20/2024 at 3:40 PM PST, didn't realize what her role is as an agent!  Quest Diagnostics DID NOT hire her to LAUGH at patients when they call.  I informed her that I was running out of time and I needed help finding the location.  She preferred to tell me why I do not have an appointment and she preferred to direct me to my text to prove an appointment wasn't scheduled.

  And I preferred for her to LISTEN to my request and assist! 

  SHE FAILED!  In that call she preferred to sit there and SNICKER like something was extremely funny!  And I think she was looking for my reaction.  My reaction is usually in COMPLAINTS!

  After trying for days to get in and to finally be at a location to get what I needed, I wasted A LOT OF GAS AND TIME to get to that moment.  I called too many times in the same day for help! 

  I even dealt with excessive hold times when I was told the hold time would be less!

  I was sweating, *******, and it all came to an end the second she laughed!

  I was willing to miss my appointment telling her about her self. I AM STILL NOT HAPPEN ABOUT THAT AT ALL.

  I asked her maybe 5 times to tell me WHAT'S FUNNY?  I told her that she was unprofessional and I am reporting her.  I asked for her supervisor and then SHE THOUGHT we were going to remain on the phone to talk about HER PROBLEM!

  So when she realized I was ANGRY AND MEANT EVERY WORD, THAT I AM FILING A COMPLAINT AGAINST HER, that is when she started trying to make it MY ISSUE by saying, "YOU'RE BEING RUDE, YOU'RE BEING RUDE."  That was a very childish stunt that failed.  Since I was not being rude, I WAS BEING IGNORED AND LAUGHED AT!!!

  Any adults answering a business line should know that performance is everything.  And if you are ignoring a simple request that you can handle, then that is a call she made personal.  It matters how I am being treated!!!

  She then said, you called angry!

  WELL SHOULD I BE HAPPY THAT I WAS TREATED HORRIBLY BY EVERYONE? 

  Of course, I called angry and she made it worse by thinking it would okay to sit on that RECORDED CALL AND LAUGH LIKE this was grade school.

  AGAIN, THAT JUST PROVES SHE WASN'T PROFESSIONAL AND SHOULD NOT TREAT BUSINESS CALLS LIKE THEY ARE PERSONAL.

  I had to explain to her that I did not call FOR HER, why did I have to do that?

  I also needed to inform her that my tone will not change, not my wording or attitude!  It was fine during the beginning of the call but now that she was told to be more professional, SHE TRIED TO DEFLECT!  When people realize that their lousy work is being addressed, they usually try and find a problem with that person.  That doesn't work on everyone but it will turn into a complaint.

  I am sure her attempts to get a reaction from me was to downplay her unprofessionalism.  I wasn't given her the satisfaction!  *** IS 80% THE REASON I DECIDED TO FILE A COMPLAINT WITH THE *************************  And everyone who failed to assist me in locating the QUEST DIAGNOSTICS are the reasons for my BBB and Trust Pilot complaint.  I feel like you are not going to handle my full complaint since you only wanted the address to a location.  Correct me, if I am wrong!

  So I fully intend on continuing with all of my reports against Quest Diagnostics.

  After *** realized she couldn't turn the conversation around, the long wait time holding, ENDED!  Then I was transferred to ****** since I needed *** off the phone.

  This lead took my full complaint and called me on 12/21/2024 after listening to the calls and they were EXACTLY as I described.

  There is something wrong with an Organization who hires or allows their agents and supervisors to play on the phone. 

  They all should know how to find an appointment that was already scheduled and give less excuses.  While on the phone with *** giggling, I had to park, GET OUT and go into a hospital and ask where Quest Diagnostics was.

  That is how terrible *** was!  Why have her answering calls if she's not willing to assist UNLESS SHE FEELS LIKE IT?  

  Fortunately, the hospital shared that Quest is in the Pharmacy on the 3rd floor.  QUEST DIAGNOSTICS IS HIDDEN AND I FOUND THEM!

  THAT IS HOW QUICK THE QUEST AGENTS AND ***** COULD HAVE ASSISTED ME AND CHOSE TO PUSH BACK INSTEAD.

  So now while waiting, *** transferred me to ****** and on the phone with her she heard my name being called.

  IF I DIDN'T HAVE AN APPOINTMENT AS THEY STATED, THEN HOW DID THEY GET MY NAME!

  Just unprofessional for no reason at all!  I DESERVED BETTER AND I WILL GET BETTER BY GOING TO ******** GOING FORWARD!

  I cannot deal with unprofessional adults, trying to make a person miss appointments.  Who does that?  And every appointment we miss, is less money for the company.  I guess they think their employment will remain stable WITHOUT PATIENTS!  It benefits THEM to help me!

  AND ****** FOUND MY APPOINTMENT SHE CONFIRMED THAT ON THE FOLLOWING DAY.  YOU NEED AGENTS WHO KNOWS HOW TO DO THEIR JOB!

  At this location, I presented the referral in the exam room and it wasn't accepted since my medical office did not add all of the ICD-9 CODES. 

  SO ********* told me to come back when the code is added instead of her contacting them for a correction.  THAT WAS MY LAST QUEST VISIT.

   

   

   

   

  
  Regards,
  
  ******** *******

  Business Response

  Date: 01/15/2025

  Dear ******** *******,
  

  Thank you for providing the additional details of your concerns. 

  I also would like to check into why customer ********************** was not able to assist with your questions and appointment.Would you also please let me know the number you contacted and range of the date you contacted customer ********************** for investigation. 

  Sincerely,
  *********
  Sr. Quest Experience Support Liaison

  Customer Answer

  Date: 01/17/2025

  
  Complaint: 22742075
  
  I am rejecting this response because:
  
  I called ************, I am not joking, I really would like to file a complaint against all of the agents at fault who I spoke to that day.

  After being scheduled and given the date 12/20/2024, time 3:40 PM and address to the eastern location in *********, ** the 1st ****** I spoke to for help around 3:30 PM PST was a female, that call won't be missed.  There was so many agents who were also unhelpful and then there was ***** the supervisor who was surprisingly unhelpful and stated that I did not have and appointment that day.  The last one was *** at 3:40 PM PST.  I need for all of these calls to be heard because there is something wrong when your entire call center is providing poor customer ********************** and not trained to see where an appointment is.  Since I asked for a supervisor, *** transferred me to ******.  She found my appointment and couldn't understand why I had such a HARD TIME trying to get simple things.  After she heard the calls she called me back on 12/21/2024 from ************.

  As for the ******* Location in ********* **, I need for my complaint to taken seriously about that as well since I had tried twice to be seen. 12/17 and 12/18/2024.

  At the eastern location on 12/20/2024, I had to get out of my car while on the phone with a nasty agent named *** at 3:40 PM since she wasn't helping, I went into Dignity Health and asked where the Quest was and they immediately shared that it is inside the Pharmacy next door on the 3rd floor hidden in the corner.

  For these to say, I didn't have an appointment and choose to not help get the location on this Quest, then how come I was on the phone complaining to ****** about the call center staff when someone came out and called my name?

  That is because I had an appointment the entire time and knew what I was talking about!

  While in the exam room ********* was checking the referral I gave her and she ended up not being able to help me AFETR ALL THAT TIME AND THINGS I HAD TO GO THROUGH, I couldn't get any help at the end since the medical office at ******************************** did not properly complete that referral so it was rejected.  I am extremely tired of people wasting my time for fun or simply because they are incompetent. 

  
  Regards,
  
  ******** *******

  Business Response

  Date: 01/28/2025

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

  Thank you for providing me with this information for investigation, please know the calls you had with customer ********************** are being pulled and reviewed for retraining purposes. 

  In regards to this part of your concern, "At the eastern location on 12/20/2024, I had to get out of my car while on the phone with a nasty agent named *** at 3:40 PM since she wasn't helping, I went into Dignity Health and asked where the Quest was and they immediately shared that it is inside the Pharmacy next do" would you please tell me the exact address of this location visited for investigation with the location?

  Sincerely, 

  Stephanie 

• Initial Complaint

  Date:12/27/2024

  Type:Billing 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.

  03/01/24
  Had yearly physical labs drawn
  Insurance sent a EOP stating I owed Quest $68.04 which I paid on 09/13/24.
  Total bill was $488.38 and rest of bill taken care of by my insurance since it is an in-network agreement.
  I have made numerous calls and keep getting billed for the full amount. They are now planning ro submit it to a collections agency. Need to have this resolved as I have paid what I owe.

  Business Response

  Date: 01/03/2025

  Dear ***** *****,

  Thank you for contacting Quest Diagnostics regarding your March 1, 2024 date of service. I apologize for any
  inconvenience and frustrations you may have experienced regarding your invoice.

  Thank you for providing the explanation of benefits. With this information, I have updated invoice number ********** to reflect a zero balance and have requested a $25.00 refund check for your overpayment. Please allow 2-3 weeks for you to receive this in the mail. 

  I appreciate the opportunity to respond to your concerns. 

  Sincerely,
  Stephanie
  Sr. Quest Experience Support Liaison

  
  

  Customer Answer

  Date: 01/04/2025

  [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:12/20/2024

  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 was sent to quest diagnostics several times for lab work. Every time I went I asked several times if I had to pay any type of ** payment or anything after insurance. I told them I am currently unemployed and unable to take on any debt nor did I have the money to pay any fees. I was told Everytime that I was **mpletely **vered by insurance and there was no ** payment. Now I am receiving bills for ** payments. I was lied to by their staff in order to use their service. This is clearly illegal. Had I known I was actually being charged I would have not used their service. To my knowledge I was charged for many tests. One for $33.02, one for $7.19, one for $14.04. I am unaware of their are more bills that that they are charging me for service. Every single time I took tests I explicitly asked if there was a CO charge or ** payment. They didn't even bother to check they just said no charges will be billed to me. Again they lied in order for me to use their services.

  Business Response

  Date: 12/27/2024

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

  Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your invoices. 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. 
  

  Patients can contact their insurance carrier prior to services to be advised whether the testing being ordered will be covered by their insurance plan. 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.
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  *********
  Sr.Quest Experience Support Liaison

  
  

  Customer Answer

  Date: 12/27/2024

  
  Complaint: 22715900
  
  I am rejecting this response because:

  Your company offers a service. And in order to serve people you must tell them the cost of the service. I find it hard to believe that you have no idea if there is a surcharge since you are the ones sending me a bill for it. I asked if there was a surcharge or CO payment and I was told no. If I had known I would not have used your service. So your company lied to me about my co-payment in order to get my business. There is no resolution to this matter unless the money you claim I owe is voided. I have to assume you do not want to so I guess I'll have to contact the government and health department and discuss getting your certifications revoked for lying to patients. I will await your answer. 
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 01/03/2025

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

  Quest Diagnostics does not know how the insurance is going to process the claim, we also dont know individual plan benefits so we are not able to speak to what the co-insurance/deductible will be for each patient. All patient insurance plans vary. It is dependent on how your insurance company processes your claim based off the benefits you have.
  

  I confirmed with your insurance company they applied the out-of-pocket expense to your *********************** because you have not met your out of pocket for the year.
  

  Sincerely,
  *********
  ************************************* Support Liaison

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service 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.

  I went to the lab on November 21st. Since that time my results are Transfer on Hold. I called customer ********************** every week and was told not to worry the test just takes time. I started getting supervisors involved since Thursday. I was told by one that this is not a quest issue it but a 3rd party matter, this is really not my problem . I have been promised phone calls back from *** a supervisor and I received none. Now when I call, I am told that the supervisors are busy but still no phone calls back. I need this these results because I cannot be diagnosed without them. I think a month is ridicules and the lack of response from your customer ********************** department is beyond aggravating. Can some one please call me back to help get my results

  Business Response

  Date: 12/20/2024

  Thank you for contacting Quest Diagnostics regarding ******* *****.  I apologize for any inconvenience they have experienced. 
  
  It is the policy of Quest Diagnostics to thoroughly investigate each complaint and to implement any appropriate corrective action when an area is identified as needing improvement or an employee in need of re-education or re-training. 
  
  After review of the patients concerns, he had already reached out to our Quest ********************* regarding his results.  His results were sent to his physician on 12/6/2024.  On 12/17/2024 his results were resent to his physician electronically and a copy was emailed directly to the patient.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please feel free to contact me directly.
  
  

  Customer Answer

  Date: 12/20/2024

  [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,
  
  ******* *****