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

1,343 total complaints in the last 3 years.
398 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:12/15/2024
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 had done bloodwork on November 19th, 2024 with Quest. Today is December 15th, and Im still missing a portion of my blood work. These results are extremely important for me to have so I can proceed with treatment from my physician. Within the last week and a half, Ive called customer ********************** 5 times, and I keep getting told a new turn around time. I was even told that a note got attached to my results to be received within a given time (the same week) & still nothing. Waiting a month for results & still not receiving the full panel is ridiculous. Its caused me extreme stress to my mental ************ delaying me from getting proper care accordingly.
Business Response
Date: 12/23/2024
Dear ******** ******,
Thank you for contacting Quest Diagnostics regarding your November 19, 2024 date of service. I apologize for any inconvenience and frustrations you may have experienced.
Please know that most tests are performed within a few days,while some complex testing can take longer to complete. The final report of the results has been sent to the ordering physician on December 16, 2024 successfully.
Again, I apologize for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond.
As a valued patient, we hope you will continue to use Quest Diagnostics in the future.
Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:12/12/2024
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.
Yes I went in here to take drug screen for employer and I was racially profile she accused me of have something in my pants when I open my pants she didnt even look she called me liar and I had nothing in my pockets I had no pockets she talk to me very rude not professional. I can tell she didnt even want to serve me cause the color of my skin because of this I will never use quest again or services I never felt racism to today and then told me something was wrong with my screen which was not I need to take another one in 30 min they I felt leaving out of their I thought I committed a crime and I never been to jail But to feel that some one that evil and still think we in 1960 it was the worst experience I ever had I will be calling the news
Business Response
Date: 12/23/2024
Dear Chavanette *****,
I am writing to acknowledge the receipt of your formal grievance against Quest Diagnostics sent on 12/12/2024.
I have considered your complaint carefully and concluded that it should be addressed through the formal discrimination grievance process.
As part of the process, you may be contacted by a Quest Representative if the team has additional questions.
It is our policy to send you a written decision within 30 days of receiving your grievance.
Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:12/11/2024
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.
I am seeking clarification re billing practices by Quest Diagnostics.The Quest lab in ***************************** has begun REQUIRING patients to provide a credit card in order to access these necessary healthcare services.Earlier in the year, patients were given the option of providing a credit card OR being billed once the insurance payments were done. In recent months, phlebotomists have been strongly REQUIRING that all patients provide a credit card in order to receive service. In one instance, I pointedly asked the phlebotomist if I would be denied service if I did not provide a credit card. I was told YES.When I contacted Quest's billing department on 12/11/24 regarding my concerns, I was told that there is no such mandate for patients to provide a credit card at the time of service. It is optional. Unfortunately, that clarity has not filtered down to the ******* location. While I was advised to speak to a supervisor in the future, this can be unnecessarily time consuming since most of the supervisors are not onsite. It also doesn't address the issue systematically with other patients who are being coerced to provide credit cards before they can obtain this important healthcare service. Two things that concern me: First, everyone does not have a credit card. Denial of necessary healthcare because someone does not have a credit card is deeply troubling. Second, removing the option to allow patients to pay their bill after insurance has been reconciled is problematic. There is no reason for Quest to mandate that they hold on to credit cards "just in case." It opens patients to unnecessary cybersecurity risk and forces them to use a method of payment that may not be their choice. For instance, once I get the final bill after insurance has paid, I pay through my checking account so that I don't run the risk of occurring interest through a traditional credit card.I am asking for a clear answer from Quest regarding this new req.
Business Response
Date: 12/23/2024
Dear ******** ****,
Thank you for contacting Quest Diagnostics regarding our Easy Pay Program and your recent visits to ************************************ service center.

I apologize for any inconvenience this issue may have caused you. What you are referring to is Quest Diagnostics Easy Pay Program. 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 charged. At no time are funds held.

Your feedback was sent to the Danbury patient service center management team to further investigate your concerns. I appreciate your patience while this is further reviewed.

Sincerely,
*********
Sr.Quest Experience Support Liaison
Customer Answer
Date: 12/23/2024

Complaint: 22672857

I am rejecting this response because:
It does not answer the basic question I asked. Is this needed healthcare service refused by Quest if customers do not provide a credit card?
Please directly answer the question that's being asked.

Regards,

******** ****
Business Response
Date: 12/27/2024
Dear ******** ****,
I apologize I am not understanding your question, "It does not answer the basic question I asked. Is this needed healthcare service refused by Quest if customers do not provide a credit card?" would you please clarify your question?
Sincerely,
*********
Sr.Quest Experience Support Liaison

Customer Answer
Date: 01/02/2025

Complaint: 22672857

I am rejecting this response because it is not responsive to the compliant. While I appreciate the extra information, it does not answer the basic question/complaint: Are credit cards REQUIRED of Quest customers at the time of ********************** in order to receive blood work?
Hope this clarity helps because it's pretty straightforward.

Regards,

******** ****
Business Response
Date: 01/07/2025
Dear ******** ****,
If a patient has an outstanding invoice, they will be required to pay before additional testing is performed. If the patient has an estimated patient responsibility at the time of service, credit cards are not mandatory as you can be billed once the insurance processes the claim.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:12/10/2024
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.
I am a kidney transplant recipient, and I had a test to monitor my kidney transplant function. The name of the test is Donor Specific Antibodies, and Quest Diagnostics lost my test. They have done nothing to investigate the situation.
Business Response
Date: 12/11/2024
Dear ***** ******,
Thank you for contacting Quest Diagnostics.
If you would kindly provide me with the patient date of birth, the date of service and exact address of the Quest Diagnostics location visited for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:12/09/2024
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.
I had completed a thyroid and hormone test panel. The results are not explained to you. I met with my primary care doctor and found out the results Quest provided are actually incorrect. I paid $183 for this service and was given incorrect health information. This is extremely concerning and I want a refund. Test - ZD438028Y)
Business Response
Date: 12/12/2024
Dear **** ******,
Thank you for contacting Quest Diagnostics regarding your July 24, 2024, date of service.
If you would kindly advise what your physician found incorrect with your July 24, 2024, results.
Please know that if your doctor feels as though there is a discrepancy in the results, they have the option to contact Quest Diagnostics for a medical consult.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Initial Complaint
Date:12/09/2024
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.
Patient name: ******* ********* Bill number: ********** Lab code: WHC Date of service: 01/15/2024 Amount billed: $3,615.16 My Quest bill was submitted to my primary insurance with Cigna and for services rendered in January 2024 I was billed in August of 2024. After paying the bill in full after going to my primary insurance, I was made aware that the bill was never submitted to my secondary insurance with anthem *********** I contacted quest several times and they assured they would send the *** to my secondary insurance. They still have not done so and it has been over 3 months. I spoke to anthem **** and they did not receive anything at all. I am not able to submit the *** to Anthem BCBS, it must come from Quest directly.I paid a total of $328.93 to Quest and I am requesting they submit the *** to my secondary insurance and refund me money that I paid that my secondary insurance would be covering. It is unethical to withhold a bill from my insurance that I am paying for and expect more from quest. Its nearly impossible to speak to anybody from their billing department which makes it even more difficult to resolve. I spent countless hours trying to fix this issue and is time I cannot get back. I am hoping BBB will help resolve this for me as a last attempt.
Business Response
Date: 12/11/2024
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.
Please know for invoice number ********** a claim has been submitted to your secondary insurance on three separate occasions, Quest Diagnostics has not received a response. I have sent another secondary claim to your insurance on December 11, 2024 along with the ticket number provided. A contact will be made to the insurance to ensure they received the claim for processing.
Thank you for your patience.
Sincerely,
*********
Sr. Quest Experience Support Liaison

Customer Answer
Date: 12/11/2024

Complaint: 22661741

I am rejecting this response because:

I was already informed that the claim was sent to my secondary insurance twice and now three times. The first attempt was not made based on a representative I spoke to at Quest because it was marked not to send. The second attempt was made and I contacted my secondary insurance to confirm a week later and they said nothing had been received. I am not confident this third time will be successful. I confirmed each time that my member number was correct. I also have not experienced any problems like this with my MPI Anthem BCBS coverage whatsoever and they are very prompt when claims are sent.

Regards,

******* *********
Business Response
Date: 12/13/2024
Dear ******* *********,
I am sorry for the time and effort you have spent on having your concern resolved. I have requested a paper claim with the primary response be mailed to your secondary insurance.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:12/06/2024
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.
I had lab work done at quest. I paid while in office. Then got billed an additional amount months later. I paid that by phone. The a few weeks later they started deducting my account with no billing or authorization. I believe this to be illegal. I want this looked into. I believe they are scamming people out of money they don't have.
Business Response
Date: 12/09/2024
Dear **** *****,

Thank you for contacting Quest Diagnostics regarding your invoice concern. I apologize for any inconvenience and frustrations you may have experienced regarding making payment.

I was not able to locate a charge in the amount of $246.20 that was the disputed charge, would you kindly provide me with the exact charge amount and date the amount was deducted for further investigation.

I appreciate the opportunity to respond to your concerns.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 12/19/2024

Complaint: 22652698

I am rejecting this response because:

The last transaction was 12/7/2024 for $79.

Regards,

**** *****
Business Response
Date: 12/26/2024
Dear **** *****,

Thank you for providing me with this information.
The $79 charge you are seeing is for your May 7, 2024 date of service. At the time of service on May 5, 2024 you provided your card for our Easy Pay program.
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 charged. At no time are funds held.
For the May 7, 2024 date of service, Quest Diagnostics did not receive a response to the claim we sent to them for processing. Due to Quest Diagnostics not receiving a response, your card was charge for the $79. If you have new insurance information to provide for this date of service, please provide me with the member id,group number and insurance name so I can have a claim resubmitted for your date of service.

Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:12/06/2024
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 was charged twice for the same service in August. I still have not received a refund and customer ********************** can give me no timeline except to say that refunds can take ***** days. I have never heard of such a thing! If they charged me twice I should be able to get my money back earlier than two months!
Business Response
Date: 12/09/2024
Dear ******** *******,
Thank you for contacting Quest Diagnostics, I am sorry for any frustrations or inconvenience you may have experienced regarding your concerns.
If you would kindly provide me with the date of service the refund is pertaining to, and if possible, the invoice number for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:12/02/2024
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.
On July 31, 2024, Quest charged my credit card $125.90 instead of billing my insurance company. On 8/5/24 my insurance company and I spoke to ******** at quest and asked them to bill the insurance. ******** stated Quest would reimburse me $125.90 within 6-8 weeks. Quest was paid by the insurance company but have failed to reimburse me although every time I call, they tell me they will reimburse me. I have spoken to a quest customer ********************** *** on the dates below and each have told me that the reimbursement has been requested and will be processed in 3-7 days and still I have not been reimbursed. I would like a billing manager to call me and process the refund with me on the phone or mail me a check. Calls to Quest Customer ************************/5/**- Per ********, the billing department does not have a call# nor can I speak with a manager. ******** emailed the billing department to request reimbursement. Reimbursement to be processed and received 6-8 weeks. 9/16/24- Per *******, she spoke to a supervisor and put in the request for reimbursement again. 11/5/24-Per ***, she spoke to another supervisor and said she was processing the refund. She read me back my credit card # and said it will be processed within 3-5 days. 11/22/24-Per *******-she said there was not a live person I can speak to in the billing department, nor could a manager call me back. She stated the last person I spoke to did not process the refund. She spoke to a supervisor again and requested the billing department again to process my refund. She stated she couldn't speak to anyone in the billing department because all communication is done through email, and she also did not have a phone number to give me to call the billing department directly. She said to give it another 3 days to see the refund in my credit card statement.12/2/24-Per *****- they are processing the refund. It should take 3-5 business days. I explained that's the same thing they told me on 11/22 and it's now been a week.
Business Response
Date: 12/04/2024
Dear ****** ****,
Thank you for contacting Quest Diagnostics regarding your payment.I apologize for any inconvenience and frustrations you may have experienced.
Please know a refund in the amount of $125.90 has been processed for invoice number ********** on December 2, 2024. Please allow 2-3 days for you to see this refund reflect your account.
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
Date:11/30/2024
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.
Regarding billing: my secondary insurance was approved in January 2024. I updated Quest with this information, and they advised me all *** from effective date 11/6/22-2023 I could submit on my own for reimbursement which I did. The issue is all *** from 2024 are not being billed properly. EVERY SINGLE TIME I go in for a Quest appointment I scan both cards, BCBS primary & CAMP VA secondary & they try to collect an estimated amount which does not apply because CHAMP VA covers the remaining balance that ***** does not. The ladies tell me they wont charge my card unless you owe, which is a lie because my credit card was charged this last visit. This has been an ongoing issue this entire year. I have been in contact with billing since February regarding all the *** this year and yet every time I have a visit, I have to call Quest to remind them to **** ***** VA and I should not have to do that! There is no reason why each visit continues to get missed & secondary insurance is not being billed. I want a refund for the most recent charge to my card dated 11/13/2024 for $16.78 and I want quest to start billing my secondary without me havent to ask each time I go (every 3 months). I spoke with billing in October and there are 4 *** they said they submitted electronically but did not hear back so they submitted paper claims, but I am still receiving bills for them.Another issue is me being forced to pay an estimated amount that my second insurance covers and if I dont the ladies at the location refuse service. This is a disservice to your customers that know their insurance policies. Not to mention billing stated they placed a hold on my account, but the location claims to not see this.
Business Response
Date: 12/04/2024
Dear ******** ***,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experience regarding your secondary insurance. 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.
At the time of service if the patient has an open invoice that is in past due status, payment is required before the patient can be serviced. You may decline Easy Pay at the time of service due to the patient having a secondary insurance.
Several invoices for your 2024 dates of service have been placed on hold while Quest Diagnostics sends a paper claim to your secondary insurance Champ VA.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 12/04/2024

Complaint: 22621009

I am rejecting this response because: Then why at every visit does Quest have me scan both Primary & Secondary insurances if you all dont automatically bill the secondary insurance nor store the information? That does not make sense and is a valid question. I also want a refund for my most recent payment because as you stated all my 2024 dates of services have been submitted via paper claim and yet your *** at Quest made me pay or was refusing to attend to me. Can the facility ***s see the hold on my account?
As you stated I can decline the estimated payment "easy pay" due to having a secondary insurance. Is staff aware of this? I do not want to continue having issues.

Regards,

******** ***
Business Response
Date: 12/13/2024
Dear ******** ***,
At the time of service, it is the patients option whether they want to provide their secondary insurance information. Patients will still need to contact our billing department to provide their insurance information to be billed if there is a balance with the primary insurance.
I have shared with the Tampa location management team the feedback you have provided. I can assure you that it is used to improve the customer experience at the collections site.
Would you please let me know your most recent payment and date of service for further investigation? The patient service center does not have access to Quest Diagnostics billing system.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 12/31/2024

Complaint: 22621009

I am rejecting this response because:

Hi I did not see the response because it went to my spam folder but if I can provide the date of service as asked I would like to. Date was 11/13/2024 I paid $16.78. All dates in 2024 were submitted to my 2nd insurance and Quest is waiting a response.

Regards,

******** ***
Business Response
Date: 01/08/2025
Dear ******** ***,
invoice number ********** has been submitted to your secondary insurance on December 9, 2024. Quest Diagnostics has not received a response from your secondary insurance. If your insurance processes the claim making payment, any overpayment will be refunded to the patient.
Sincerely,
*********
Sr. Quest Experience Support Liaison

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