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.
396 complaints closed in the last 12 months.

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Submit a Complaint

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:10/15/2024
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 or about July 5, 2024 a sample was taken and provided to Quest diagnostics. They didn't perform the tests and notified the Doctor on the order. Then, Quest diagnostics billed the insurance carrier for work that hadn't been performed. The insurance company paid and sent an Explanation of Benefits to the patient for approximately 27 dollars and some change. Quest billed the patient for over 88 dollars. When contacted, a follow up from quest was never made. Another contact got through to the supervisor who advised calling the Doctor instead of caring for the matter.
Business Response
Date: 10/17/2024
Dear ********* ****,
Thank you for contacting Quest
Diagnostics regarding your July 5, 2024, visit. I apologize for any
inconvenience and frustrations you may have experienced. Our goal is to
differentiate ourselves with unsurpassed customer service and unparalleled
laboratory testing.
Please know the
testing that was completed and resulted was delivered successfully to the
ordering physician. Quest Diagnostics did not bill your insurance for the test
that was not able to be performed. The $27.69 that is being billed to you is
for the coinsurance/deductible of the testing was that resulted.

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

Sincerely,
Stephanie
Sr. Quest
Experience Support Liaison

Customer Answer
Date: 10/21/2024

Complaint: ********

I am rejecting this response because:
Quest diagnostic says in their response that my portion is $27 and some change but they keep billing me for $88 and some change so clearly the person that responded never even looked at my complaint. Secondly, Quest Diagnostics contacted my doctor and informed her that the testing of the sample wasn't completed. My Dr's office then contacted me. So, this person never even looked into my complaint before they responded.

Regards,

********* ****
Business Response
Date: 10/24/2024
Dear ********* ****,

I did thoroughly review your complaint, Quest Diagnostics is billing you $27.69, no longer $88.32. A new invoice was billed to you on October 16, 2024 for the amount of $27.69

As previously stated, there was some testing that was not able to be performed, that testing was not billed to your insurance. The invoice you are receiving is for the testing that Quest Diagnostics was able to perform.

Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Initial Complaint
Date:10/15/2024
Type:Customer Service 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.
10/08/2024 lab results are showing the exact levels as the prior test, 07/31/2024...out to two decimal places, which is not possible. This is a hormone level, so it's like saying I have the exact same number of hairs on my head as I did a couple months ago. It's absurd. There is clearly an error but when I contact Quest customer ********************** via email, a method I chose specifically because I am hearing impaired, I am referred to the same level of customer ********************** but for the phone.When I complained about that, I was ignored from that point on.Any other company would try to address a problem with their product, especially one so clearly obvious, but I have found that Quest has a history of simply refusing to reply to pretty much anything. Since the labs in question are a basic indicator of a possible recurrence of cancer, I find this instance to be particularly offensive to everyone involved.
Business Response
Date: 10/18/2024
Dear **** *****,

Thank you so much for providing me with this information. Please allow me additional time to further investigate the possible delay in your September 25, 2024 results.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 10/18/2024

Complaint: 22424108

I am rejecting this response because:
It does not address the actual issue, which has nothing to do with a delay but with the duplicate results. The numbers are exactly the same on 10/08 as they were on 7/31, which would be virtually impossible even if my medicine dose hadn't been increased. In over 20 yrs of having this test done, the results have never before been exactly the same over the span of 20 yrs, much less twice in a row, even when my dose was the same.

Regards,

**** ********
Business Response
Date: 10/18/2024
Dear **** ********,
Please accept my apologies for the incorrect response sent to you for your Better Business Bureau concern. Please know that your concern is currently under investigation, and I will follow up with you as soon as I receive more information.
Sincerely,
Stephanie
Customer Answer
Date: 10/22/2024

Complaint: 22424108

I am rejecting this response because: it has not had a reply from the business

Regards,

**** ********
Business Response
Date: 10/24/2024
Dear **** ********,
If you would kindly provide me with the copies of your prior email correspondence with our customer ********************** department for investigation purposes.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison

Customer Answer
Date: 10/30/2024

Complaint: 22424108

I am rejecting this response because: I hope you aren't serious. Your email department does nothing but provide a referral to the customer ********************** phone number, I don't know how you aren't aware of that. All I need you to do is look at the test results from the two different days to see that they are exactly the same, which is as unlikely as finding someone with the same dna as myself. Alternatively, you can see that it took no time at all, something like a day, to get the "results", which is out of character for the normal time frame of a week to 10 days. Someone just filled in the data from the previous test. I don't know how to explain it any better. I can't even believe that there's no way to address this directly with Quest, either. I mean, this is ridiculous.

Regards,

**** ********
Business Response
Date: 10/30/2024
Dear **** ********,
I consulted with our Medical Director to review your results concerns for your July 31, 2024 and October 8, 2024 dates of service.
Please be assured that our Medical Director advised that there is not a discrepancy with your results after reviewing further. It is just chance that the two tests results for the test in question look the same. Both results round to the exact same number.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
Date:10/14/2024
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 got bloodwork done but my insurance did not cover it completely so I set up automatic payments to pay the rest of it off. The out of pocket total was about $270/$240 I paid $70 to set automatic up. I was done paying as of August, however have been charged for September and October. I have tried calling them multiple times and clicking on the billing line but keep getting our office is not available at the moment during their operating hours. I have emailed them as well. I cant find my original receipt but am waiting for one to come in the mail to provide more evidence for my claim. When I last spoke to them in August they told me I was done paying my balance. I have the confirmation number which I will provide below. I am interested in having this business investigated to see how many other people they are scamming. If I have to seek legal assistance to put an end to this and to seek my refund I will. This is a waste of my time chasing them around for money however it is also a waste of money to be over paying them. I have a busy like as a government employee and find this very unjust. The charges are also affecting my credit score when I am trying to raise it for a house which is another reason for my desire to sue the company for malpractice and fraud. I would like for someone from their company to reach out to me and confirm that the automatic payments will stop and that I receive a refund for $140. If I owe penies then they should be calling me to pay just the penies and not for the $70 a month automatic payments.
Business Response
Date: 10/16/2024
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.
If you would please provide me with the invoice number and the patient date of birth for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:10/13/2024
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 an annual physical check with Premise Health and the tests were conducted by Quest Diagnostics. Bill ****** is 7367964770.There is one item called immunoassay, infectious agent, code *****, charging $11.61 in the bill. That test was arranged due to a mistake of the provider, premise health. I have contacted premise health, and they said they have requested quest diagostics to charge that bill on Premise health. So quest diagostics should no longer charge the bill on me. However Quest Diagostics is still keep charging the bill on me. They are actually double charging on both the provider and the patient.I have contacted quest diagnostic more than 5 times but they have not solved the issue at your side yet. And I did not hear back from them at all.
Business Response
Date: 10/16/2024
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 have not received correspondence from the client, Premise Health. If you would kindly contact the ordering physician regarding your concerns. At this time invoice number ********** has been placed on a hold with Quest Diagnostics to allow time for your physician to contact Quest Diagnostics.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 10/25/2024

Complaint: 22418081

I am rejecting this response because:
The premise health manager says they have contacted you quest lab multiple times to charge the bill on premise health instead of charging it on me. Please provide a reliable communication channel they can contact you to solve the issue.
Business Response
Date: 11/05/2024
Dear ******* ****,

I apologize for the difficulty the client is having; the ordering providers office will need to contact their Quest Diagnostics sales representative to have the request for billing change submitted.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:10/12/2024
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 9/25/2024 I had a blood draw at my provider's office that was sent to quest. My provider received the results on 10/7/2024. I have opened several tickets with **************************** to have the results given to me through the portal but I am being told as of today 10/12/24 that the results cannot be given to me because they are still being worked on and are not complete. This is untrue since the results were already sent and confirmed received by my provider 5 days ago. Quest is voluntarily withholding my results from me in a clear violation of HIPAA.
Business Response
Date: 10/18/2024
Dear Anthony Montero,
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 service and
unparalleled laboratory testing.
Please know that your September 25, 2024 date of service has
been resulted and was delivered to your MyQuest patient portal today October
18, 2024.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Customer Answer
Date: 10/18/2024
[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 22414917, and find that this resolution is satisfactory to me.

Regards,

Anthony Montero
Initial Complaint
Date:10/11/2024
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.
I visited the Quest Diagnostics location at **************************** on Oct. 11th to complete bloodwork that I ordered. The technician made me feel very uncomfortable and was unable to get blood on multiple attempts. The office was dirty and it was not professional. I have never had an issue getting my blood taken and the technician appeared to not know how to locate a vein. I would like a refund as I didn't have any testing completed. I have tried to contact the company for a refund without success. Please help me obtain a fair refund.
Business Response
Date: 10/17/2024
Dear Hilary Gaiser,
Thank you for contacting Quest Diagnostics. Our goal is to
differentiate ourselves with unsurpassed customer service and unparalleled
laboratory testing.
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. The Patient Service Center
Leadership has addressed your concerns with their team and the phlebotomist will
be closely monitored.
Hearing from our customers helps us to ensure that we
provide excellent customer service as patients are the center of everything we
do. Thank you for your feedback, I can assure you that it was used to improve
the customer experience at the collections site.
Please know that your order has been cancelled and fully
refunded, you should be receiving the refund within the next 7-14 business
days.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Customer Answer
Date: 10/18/2024
[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 22412251, and find that this resolution is satisfactory to me.

Regards,

Hilary Gaiser
Initial Complaint
Date:10/08/2024
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 need to have blood drawn and my doctor only ** tracts with Quest diagnostics. I scheduled an appointment as per the request of the business. When I arrived to my appointment after taking time off work and missing out of income, I find the business is closed and the e office is empty. I arrived for my scheduled 4pm appointment at 3:51 to find the office closed. The office hours posted on the door are M-F 7:30-4pm. I called the customer ********************** phone number and was unable to speak to a person before the automated phone system disconnected the call.
Business Response
Date: 10/15/2024
Dear ***** ***,
Thank you for contacting Quest Diagnostics regarding your recent visit. 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 kindly provide me with the exact address of the Quest Diagnostics location visited, your date of service and your confirmation number for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:10/08/2024
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 went for testing on 9/25/24, to which I am expected to pay over $1000 for. I was told my results would be ready in a week- it has been over 2 weeks and I still do not have results. I was given misinformation by several supervisors for Quest Diagnostics, and by the time I receive my results it will be almost 3 weeks- which is 2 weeks past the turn around time. I was supposed to be hosting my gender reveal party, which now has to be cancelled without any refunds due to Quest's continuous misinformation and lack of producing results. I am not only taking an emotional hit but a financial one as well and I want my bill adjusted to reflect this.
Business Response
Date: 10/10/2024
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 exact address of the Quest Diagnostics location visited and the patient date of birth for further investigation.

I appreciate the opportunity to respond to your concerns.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 10/10/2024

Complaint: 22398137
DOB is **********, I had the sample taken at *********************************************

Regards,

**** *****
Business Response
Date: 10/18/2024
Dear **** *****,

Thank you so much for providing me with this information. Please allow me additional time to further investigate the possible delay in your September 25, 2024 results.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:10/04/2024
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.
This business has been paid over a year ago and is now sending a collection agency after me for a bill that was paid. ***** seriously my bank has a clear transaction of payment and they continue to hound me a year later after I already dealt with the last agency. This is BS and ridiculous. Description ACH Debit QUEST DIAGNOSTIC FIRST TECH FCU B - BILL PAYMT Account *** Checking Plus *2902 Posting Date 05/22/2023 Transaction ID ************ Category Uncategorized Amount - $*****
Business Response
Date: 10/09/2024
Dear
Jennifer Cox,

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

If you would kindly provide me with
the invoice number for further investigation.

Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Initial Complaint
Date:10/04/2024
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.
Both myself and the owner of the company I work for paid a very large bill to Quest Diagnostics via credit cards. My company paid the bill without me knowing on the same day I did. I am owed a credit from quest diagnostics. I have repeatedly called them within the last three months and no one is helping me get the credit I am due. Its a substantial amount almost $3000. When I call the customer ********************** number on the bill that I paid, they tell me a supervisor will call me back and they never do. Horrible customer ********************** and no one helping me get a credit due to me. I tried to reverse my payment with my credit card company but they declined due to insufficient records of communication with quest diagnostics. All I can do is call them on their customer ********************** number! With no assistance provided. Please help its a very large amount of money for me. Thank you in advance for any help you can provide. ********* ******
Business Response
Date: 10/09/2024
Dear ********* ******,
Thank you for contacting Quest Diagnostics regarding your October 20, 2023 date of service. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Please know that a refund of $2,974.76 has been processed back to the original form of payment as of October 6, 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: 10/09/2024

Complaint: 22379445

I am rejecting this response because:

I need to know the EXACT form of payment (credit card) that they sent the payment to please. I am not showing any credit on my credit card. Can they please verify where they are sending the money?

Regards,

********* ******
Business Response
Date: 10/10/2024
Dear ********* ******,

The refund was issued in the amount of $2974.76 back to the credit card under ******* ******. The refund was processed back to the second payment to post to the invoice, which was ******* ******. I would advise the patient to speak with their employer to submit a reimbursement request.

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

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Quest Diagnostics is NOT a BBB Accredited Business.