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, Inc.

  1169 Eastern Parkway #2343 Louisville, KY 40217

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:11/11/2024

  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.

  On 12/29/2023, I had lab work done at the Quest Diagnostics located in *********************** on ****************** in *******. Quest waited to bill my insurance provider and did not bill the provider on record at the time. Quest continues to send me bills rather than bill the insurance company. Now, they are putting the amount in collections.

  Business Response

  Date: 11/13/2024

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

  Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experience regarding your invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  

  Please know that we billed your primary insurance and received a response stating the patient was not covered on the December 29, 2023 date of service.
  

  If your insurance was different on December 29, 2023, please provide your updated insurance information including the member ID and group number. However, if you were covered by your insurance carrier on this date of service,please speak with your insurance regarding their denial response.
  

  I appreciate the opportunity to respond to your concerns.
  

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

• Initial Complaint

  Date:11/11/2024

  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 very sick and went to my G.I. doctor, and they wanted some stool studies done to be able to prescribe the correct medicine. I went to Question on Nov 6th and wanted to take the stool study that day, the nurse at quest told me that i would have to bring it back the next day on the 7th.. I completed the stool study, brought back my specimen on the 7th right when it opened.. My doctors office said we should have the results on the 8th (Friday) or 11 (Monday) the latest.. I was ok with that. I called my doctors office today Monday Nov 11th and they still did not have any results.. I finally got a hold of someone at Quest that told me it takes 9-12 days to get results.. I was shocked by this, as I am very sick and if i would have known this i would have just had this done at the hospital, as they would have had the results in 24hrs.. Why would it take so long to be completed. My doctors office is baffled. I don't even want this to be completed anymore and if I find out that my insurance was billed I will hire a lawyer and bring Quest to small claims court.. This is absolutely ridicules and uncalled for..I did call Quest and filed a complaint also.. I am extremely disppointed with Quest.. They should have told me from day 1, that this could take up to 14 days. I would have went somewhere else.

  Business Response

  Date: 11/20/2024

  Dear ********* *********,
  
  Thank you for contacting Quest Diagnostics regarding your results. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  
  If you would please provide me with the following additional information so I can further investigate:
  
  Patient date of birth
  Exact address of Quest Location visited
  Ordering Physicians name
  
  I appreciate the opportunity to respond to your concerns.
  
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison
  

• Initial Complaint

  Date:11/06/2024

  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.

  Initially contacted by company (approx 10/25/24) to setup appointment for lab testing. Requested in-home visit on that day w/ days of week and times that would be available communicated; 5+ calls back from scheduling asking for those specific days and times of availability to be re-communicated and failure to establish appointment until approx 11/2/24. On 11/2/24, received confirmation via text of set appointment for in-home lab testing for 11/5/24 @ my address for 6:30pm EST. , email, and call back from diagnostic HQ for said times. No one showed up for the appointment, no one called in regards to the appointment that was "No-showed" by employee. Called service phone number on 11/6/24 to follow up w/ diagnostic HQ; customer ********************** associate was unable to reach technician responsible for home visit, ***** *****. Customer ********************** associate was unable to reschedule lab testing necessary to finalize life insurance policy in waiting from **********************.

  Business Response

  Date: 11/15/2024

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

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

  Please know that your concern is being thoroughly investigated, you will be contacted with a follow up.

  I appreciate the opportunity to respond to your concerns.

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

• Initial Complaint

  Date:11/02/2024

  Type:Product 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 8/7/2023 i visited a quest lab on ***************. The person who put in my lab order completely messed up the requisition and this resulted in a denial of the claim. Amount due was over $3,500. After my doctor reached out, the claim was resubmitted and was paid in full by my insurance. The claim was finally processes on 05/02/2024. While waiting for the claim to be reprocessed, Quest charged my CC $100 because they thought the insurance will not pay. I have been trying to get that money back from them since June 26. I had a health advocate reach out to them numerous times and their response was " we will issue a check". A check was supposedly issued at one point but it did not have an apartment number on the address so they voided it. I also reached out to Quest and asked where my refund was. I received 3 answers but none of those answers have a date of when it will be issued. My advocate informed me a check was reissued on 9/20 and she said i should wait 30 days. Today is November 2nd and there is no check. I am flabbergasted by the lack of accountability these people have. First they messed up my requisition, came after me for the $3,500 and charged my card automatically. It is absolutely ridiculous that ***** has reached out to me to reimburse me the money they wrongfully took from me. This has been going on for 1 year and 3 months. Due to a mistake one of your employees made. I demand to know when you will issue my reimbursement check. I will not be submitting any documentation. You must be able to find my records

  Business Response

  Date: 11/08/2024

  Dear ******* Ciocarlie,
  

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

  Your check refund of $100 for invoice number ********** was issued on November 1, 2024.
  

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

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

  Customer Answer

  Date: 11/09/2024

  [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 after 1 year and 3 months and numerous outreaches to Quest, they finally issued a refund on November 1. I want to note that this issue was resolved only after I filed a complaint with the BBB. 
  
  Regards,
  
  ******* Ciocarlie

• Initial Complaint

  Date:10/25/2024

  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 have a serious infection. My ** began CRP checked each week. Beginning 4 weeks ago, the lab at southern **************************** Center in ******************** nj **ew ****** Quest tested it for cardiac CRP although cardiac wasnt written on the *** Results came back rather fast. Next week the ** wrote the same rx and emphasized NOT CARDIAC The Phlebotomist said the test is not covered by ********. I signed a form agreeing self pay. A few days passed and and my account stated the sample was received. 7 days passed (An unreasonable time for someone who needs to know if they have to continue IV antibiotics or change the antibiotic) the lab made the same mistake -cardiac CRP results were posted. WHY????The doc is frustrated and angry. When did Quest become the incompetent lab? It is impossible to contact Quest customer **********************. One more try- Last friday- I brought the same rx to the lab. Not CARDIAC CRP. Written on script. The phlebotomist confirmed it Today- 7 days have passed. There is nothing showing up in my quest online account. It doesnt say sample received. there is just nothing there- I called the customer ********************** number, And once I got through all the prompts, it said the wait time was 10 to 20 minutes.This is reckless I want an explanation. I want the results.

  Business Response

  Date: 11/01/2024

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

  Thank you for contacting Quest Diagnostics. If you would kindly provide me with all of your dates of service, and the ordering physician name for further investigation.

  Sincerely,

  Stephanie 

• Initial Complaint

  Date:10/24/2024

  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 was overcharged for a routine blood test. I filed agrievance, but during that time Quest sent me to collections and hurt my credit. I received a "validation" from Quest that was the original bill with no explanations about my questions on the vague billing. I agreed to pay for the items that I understood, but was rejected. I want explanations for their bill or I will not pay it.

  Business Response

  Date: 10/25/2024

  Dear ***** ****,
  

  Thank you for contacting Quest Diagnostics. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  

  Quest Diagnostics is billing for the testing ordered by Regional Medical Center at ******Please let me know any additional questions you may have.
  

  I appreciate the opportunity to respond to your concerns.
  

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

  Customer Answer

  Date: 10/27/2024

  
  Complaint: 22468456
  
  I am rejecting this response because:
  
  I want explanations of the charges on the bill. A routine blood test does NOT cost over $1000. This is my third attempt at getting these answers and have n only re ieved the same billing over and over with no explanations. I will gladly pay for the items I understand, which are labeled. There are nearly $600 in fees called "Labratory testing," that mean nothing to me. If you cannot provide information on these charges I will not pay them. By the way, your "unsurpassed" customer ********************** is easily surpassed.
  
  Regards,
  
  **** ****

  Business Response

  Date: 10/30/2024

  Dear ***** ****,

  Laboratory testing is generic terminology listed in order to not list sensitive testing on the bill. Patients should be verifying with their ordering physician on the testing that was ordered by them.  

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

• Initial Complaint

  Date:10/22/2024

  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 Diagnostics is balance billing. I have only gotten completely covered blood work done through them. They demand Explanation of benefits to move forward. Problem is that these tests go back years and when I contact the insurance companies they need to know the exact plan. I no longer have access to some of these plans. They bill years later then hold you hostage for the amounts they bill. The reason they can do this is they are the only blood taking provider for *******************. You either pay or you can't get treatment done. They are fraudulently billing then holding medical care hostage for the amount.

  Business Response

  Date: 10/24/2024

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

  Thank you for contacting Quest Diagnostics regarding your invoices. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  
  Below I have broken down the invoices and patient responsibility for your August ******* and January 20, 2023 dates of service. Your insurance provider processed each claim with its own co-insurance/deductible.
  
  3886809103 - Billed amount $416.93. Patient responsibility $39.48
  3886809115 - Billed amount $130.49. Patient responsibility $12.66
  3886809120 - Billed amount $88.07. Patient responsibility $7.95
  5620563082 Billed amount $371.21. Patient responsibility $32.43
  ********** - Billed amount $490.75. Patient responsibility $48.46
  
  On October 17, 2024, you requested a copy of your invoices, these were emailed to you on October 18, 2024. Please let me know if these were not received.
  

  I appreciate the opportunity to respond to your concerns.
  

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

• Initial Complaint

  Date:10/20/2024

  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.

  Dear Quest Billing Team,I am writing regarding several bills for blood work ordered by my doctor on 9/27/2024. On 10/20/2024, I paid $60.41 and $58.53. However, I have received additional charges that I did not expect, nor did I consent to these amounts. These balances seem to be in excess of what I anticipated based on my in-network deductible and cost-sharing responsibilities.According to the No Surprises Act, patients are protected from being charged more than the standard in-network deductible and copayment for certain medical services when they are not provided with clear cost estimates beforehand. In this case, I was not informed of these additional charges, and I believe this constitutes surprise billing, which the law aims to prevent.The No Surprises Act ensures that consumers are only required to pay what their in-network deductible or coinsurance dictates for services they have consented to, and they should not be subject to higher or unexpected charges after receiving care. Since I did not receive a proper notice or consent for these excess charges, I respectfully request that the remaining balances for the services on 9/27/2024 be adjusted to zero, in compliance with these billing protections.Please review my account in light of these legal protections, and adjust the outstanding balances accordingly.Thank you for your prompt attention to this matter. I look forward to your response and resolution.Sincerely,******** ******** - DOB: *********

  Business Response

  Date: 10/24/2024

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

  Thank you for contacting Quest Diagnostics regarding your September 27, 2024 date of service. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  
  For your September 27, 2024 date of service, Premium Healthcare sent Quest Diagnostics multiple different orders. Each claim was processed by *****************, and the balances are the co-insurance/deductible after United Healthcare processed the claims per line item. Below I have broken down each claim.
  
  7834334685 - Billed amount $1,633.64. Patient responsibility $187.95
  7834334673 - Billed amount $$1,301.43. Patient responsibility $76.05
  ********** - Billed amount $322.41. Patient responsibility $58.53
  ********** Billed amount $1,119.79. Patient responsibility $60.41
  

  I appreciate the opportunity to respond to your concerns.
  

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

• Initial Complaint

  Date:10/17/2024

  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 had bloodwork done on Saturday, October 12, 2024. Before taking the blood the tech advised me that I had an open balance. I told her that I thought I paid that balance in August and I would check with my bank when I got home. She persisted and asked me to pay. She assured me that if I found I had already paid, I could contact their billing department to get my payment refunded. Upon returning home, I confirmed that I had paid the balance in early August so I contacted the billing department through email, provided details and asked that my money be refunded and confirm. I got an automated email indicating that I would get a reply in 3-5 days. I have since sent two emails asking for status. I also tried to call and indicated billing issue through the voice activated prompts. Was put on hold and then disconnected. This happened three times. I would like assistance getting my money back. The amount is not huge ($83.92) but I shouldn't have to go through this to get refunded. Thank you in advance for your assistance.

  Business Response

  Date: 10/25/2024

  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.
  

  I located invoice number ********** for your June 24, 2024 date of service. The payment you made on October 12, 2024 in the amount of $83.92 has posted to the invoice. We are not showing your original credit card payment.

  If you would kindly provide the proof of payment for your first payment of $83.92.
  

  I appreciate the opportunity to respond to your concerns.
  

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

• Initial Complaint

  Date:10/16/2024

  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 an appointment on Oct 9th 2024 at their *******, ************* location for blood draw to test cortisol hormone and ****. My docs had said to make sure the draw is done before 9am. My appointment was for 8:40am. By 8:50, the technician was in no hurry to service me. Upon complaining, she finally took me in at 8:55 and proceeded to argue with me when I asked her to please hurry and meet the 9am deadline. She kept insisting I didnt need to have the draw completed by 9am. I showed her a hard copy of the order in addition to my UCSF online order and asked if she was clear on the order. She said she was. My docs had ordered these tests purposefully while I was on a certain medication and it was important for me to have had the draw then. When the results came out, my docs noticed these two tests were not done and the technician had done the wrong tests. I am no longer on the medication and my docs are unable to determine whether my side effects were due to the medication or whether the medication was causing my cortisol hormone and **** levels to increase. This would have helped them determine a course of action for my condition, all because of the carelessness and arrogance of Quests lab technician. I placed my trust in that health service to my detriment. I had an appointment with the same location for a different set of blood work about a month prior to the above tests and that time, I was kept waiting for over an hour due to their WiFi being down. I finally left. The entire time I was there, the technician kept saying it will be fixed any minute. I was late to work and had to make alternate plans for my blood draw. Needless to say, I will not be going back to that location. I think they need to be investigated. This is not right, people who go there, like me, are generally sick and deserve better treatment.

  Business Response

  Date: 11/04/2024

  Dear ****** Imam,

  Thank you for contact Quest Diagnostics regarding your visit. If you would kindly provide me with the exact address of the location visit for further investigation. 

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