Business Profile

Medical Lab and Testing

Quest Diagnostics

Headquarters

This business is NOT BBB Accredited.

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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.
395 complaints closed in the last 12 months.

If you've experienced an issue

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:08/14/2025
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.
Despite my repeated attempts to resolve a billing discrepancy, I have been ignored and received extremely rude service when I connect to the company. They continue to send me threatening letters and threaten to send me to collections, despite my attempts to send proof of payment of my bill to them. They have been zero help and refuse to assist me. I ask that they help me to resolve any perceived issue or stop contacting me entirely.
Business Response
Date: 08/15/2025
Dear ******* *****,
Would you please provide your invoice number for further investigation?
Sincerely,
Stephanie
Initial Complaint
Date:08/13/2025
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.
QUEST BILLED WRONG INSURANCE COMPANY.I CALLED 3 TIMES, SPOKE TO 2 PEOPLE, WROTE 2 E-MAILS.TWO PEOPLE STATED THEY WOULD ENSURE THE PROPER INSURANCE COMPANY WOULD BE BILLED. OVER A MONTH LATER I AM STILL RECEIVING NOTICE OF DELINQUENT ACCOUNT OVERDUE NOTICE.
Business Response
Date: 08/14/2025
Dear ******** ********,
Thank you for contacting Quest Diagnostics regarding your March 19, 2025 date of service.
Would you kindly provide the name, member id, group number and mailing address for your primary insurance.
Sincerely,
Stephanie
Customer Answer
Date: 08/26/2025

Complaint: 23742109

I am rejecting this response because:

My Military DOD Beneficiary ID **********
******** M ********, DOB **********
Benefits No: 004723696-04
Sponsor: ******** A ******** DOD ID No: **********
Quest was instructed to credit Tricare For Life
Referral was processed for to ****** ******** per instruction by Tricare West Region
Reference No **********. Valid from 3-3-25 to 7-28-26
NPI **********
Rebill Tricare West 1-888-TRIWEST. ************************
Please call me with any additional questions ************.

Regards,

******** ********
Business Response
Date: 08/26/2025
Dear ******** ********,
Thank you for providing me with the insurance information.
Please know invoice number ********** has been processed with the insurance information you provided. The claim was processed with a test denied as "non covered services" leaving the denied test as patient responsibility.
Sincerely,
Stephanie
Initial Complaint
Date:08/08/2025
Type:Delivery 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 son ***** ****** ,who is 16 year old , had a blood work done at Quest in ********, ** on July 12, 2025. His labs were ordered by dr. **** **********. His results arent posted in his chart. I called Quest several times and they promised to post the results but they havent done it. My insurance ***** paid for the labs.Please reach out to Quest and order them to post the results in my sons chart so he can have record of the results. Thank you ***** ******, Kevins mother
Business Response
Date: 08/11/2025
Dear ***** ******,
Please provide the email address associated with the patient's MyQuest account.
Sincerely,
Stephanie
Customer Answer
Date: 08/13/2025

Complaint: 23718890

I am rejecting this response because:

Please forward my message to Quest Diagnostic:
The email address associated with the patient ***** Wacker account is: ********************************************************************************************************************************************************************

***** ******, Kevins mother

Regards,

***** ******
Business Response
Date: 08/18/2025
Dear ***** ******,
Thank you for your patience as I worked with the MyQuest team regarding your request.
Please know the MyQuest team advised due to the type of testing, you will need to contact the ordering physician to view and discuss the results. I am sorry for this inconvenience.
Sincerely,
Stephanie
Initial Complaint
Date:08/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Quest Diagnostic continues to send me emails regarding my health information. I have told Quest to stop sending me emails about my health information 2-3 months ago. I used their services on August 6, 2025 and was asked for my email and told Quest ,again, I do not want emails sent to me. On August 7, 2025, I received another email regarding a test I complete. I wish for Quest Diagnostic to stop sending me emails immediately. Do not send me SMS either. My only form of commination is done by US mail or phone call.
Business Response
Date: 08/26/2025
Dear ****** ******,
Thank you for contacting Quest Diagnostics regarding your concerns.
Please know that you have been opted out of receiving emails from Quest Diagnostics, including survey emails. You have also been removed from receiving billing emails, should you have an invoice, Quest Diagnostics will send you a bill via mail.
Sincerely,
Stephanie
Initial Complaint
Date:08/06/2025
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.
7/24/25 i took a drug test at *********** in *********** IL, paid $70 for the test that was eventually sent to ***** diagnostics for testing. I somehow tested positive for thc, not the amphetamines i tested positive for at the lab due to my medication. 7/28/25 i retake the drug test, paid another almost $70, i called ideticheck today (8/6/25) to find out i was negative across the board. On 7/28 i called quest diagnostics to which their representative claimed tests are done one at a time so they were sure how my test was found to be positive for another substance than i was positive for at the lab. The medical review officer ********** was also very rude to me and upset me causing me great distress because i feared being penalized by my school for incorrect results. I couldve gotten kicked out of my program and i felt nor remorse nor intent to investigate how this possibly happened with my test specifically.
Business Response
Date: 08/14/2025
Dear ******* ****-*****,

Thank you for contacting Quest Diagnostics regarding your July 24, 2025 collection.

Please know you will need to contact Identicheck and have them consult the Medical Review Officer regarding your testing concerns.

I appreciate the opportunity to respond.

Sincerely,
*********
Initial Complaint
Date:08/05/2025
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.
When you go to quest they put in your lab orders and then have you sign a little pad 2 times. I have asked what it is for and do I get paper. I have been told that I am giving them permission for them to draw blood and that I am who I say I am. Well it is a form that says I will pay if my insurance does not pay. So they are billing me now for 2 items. I spoke with Quest and all I get is you signed saying you will pay. Well I guess they have no procedures. I have been going to quest for many years and they us to let the customer know. Now they do not. This has happened several times and I have been told that the doctor didn't put the right code and it was not deemed medically necessary. Not that I signed something stating I will pay ****** to test my Vit. D leverls or GGT for a liver test. They are blaming the doctors. So I am supposed to get a statement from my doctor which is not working, I have offered to pay what I would have paid if it was not filed under insurance and I get a "no". I would not be having this conversation if the location did their job and told me what I was signing. I have asked but trusted Quest since I have been going there for years. For everyday bloodwork there has been no issue but now that some of the bloodwork it out of the normal the light has finally been turned on. I should not be responsible to pay this because the techs are not doing their job. It is get them in and out. Spoke with 3 people today and quest. I am told I see your signature there is nothing I can do about it. Well if I had know I was paying $****** for one test it would not have been done. Why cant you pay as if you ordered it yourself? Why do they not tell the customer ******** does not cover this. Instead I signed and was told something different and then quest gets $334.57 when in fact ******** would not be sending that much and they do not charge that much when ordered. I get nothing we can do from quest.
Business Response
Date: 08/06/2025
Dear ******** ****,
Thank you for contacting Quest Diagnostics regarding your March 6, 2025 date of service.
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. I have submitted your concerns to the Rockport Patient Service ***************** team.
On August 5, 2025, a Quest Diagnostics billing representative sent a letter to the ordering physicians office to review the information provided. The letter also includes an area for the ordering physician to provide additional information regarding the medical necessity for the denied test.
Invoice number ********** was placed on a hold to allow time for the ordering physician to respond to our request.
Sincerely,
Stephanie
Customer Answer
Date: 08/06/2025

Complaint: 23705655

I am rejecting this response because: the lab techs are just having the customer sign 2 times and I was told at each time it is for permission to draw blood and who I am. At no time do they say I am signing that I will be responsible for the amount that already shows that ******** will not cover vit D. Then I am denied because they are saying the doctor put the wrong code. Then I am bill for what they billed ******** and ******** would not pay that amount to beging with. I have been told by quest there is nothing they can do and I will have to pay the full amount and that I was told about it when the blood was drawn which is not true. I never get a paper or have been told that. Why would I pay over ****** to check my vit. D went I could have ordered it myself. So Quest gets the full amount. I am also applying this with ******** for this reason. I will have to do blood again and when I am told that I am going to ask for the document that I am suppose to sign. I have yet to get one. You go in the the ******** ***** location. They put the lab orders in and say sign and sign. Again when I ask do I get something and what am I singing I am told they need permission so I sign. I have been going to that location for years and in the past prior to the pad you sign you were told and they even asked if you wanted it done. Nothing is asked. I don't know if other locations are like that but it should be a standard procedure to let the customer know. Why should ********************** get ****** because of their mistake. I didn't mention the other. GGT for ***** which is a total of 334.57. Check with the location. Even the manager was in there and he did my blood work and did ask. Just says sign and sign,.

Regards,

******** ****
Business Response
Date: 08/12/2025
Dear ******** ****,

Your concerns have been addressed with the Rockport staff by the Senior leadership team.
Hearing from our customers helps us to ensure that we provide excellent customer ********************** as ********************* are the center of everything we do. Thank you for your feedback, I can assure you that it was used to improve customer experience at the collections site.

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

Sincerely,
Stephanie
Initial Complaint
Date:08/05/2025
Type:Delivery 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.
My health provider (Welspan) is informing me they have not received my lab results from Quest Diagnostics... NO one at Quest has assisted me with this problem.
Business Response
Date: 08/06/2025
Dear ******* *******,
Thank you for contacting Quest Diagnostics regarding your results.
If you would kindly provide me with the exact date of service, ordering physician and the address of the Quest Diagnostics Patient Service Center visited.
Sincerely,
Stephanie
Customer Answer
Date: 08/06/2025

Complaint: 23703319

I am rejecting this response because:

The only way to reply is to not accept Quests reply? ***.. my phone is ************
I am not asking for much but have had it with customer hang *** and not providing me with the info requested.
My Quest appt was around November 20. 2024 in the zipcode 19605
Why hasnt Wellspan in *******, ** receive a copy of the results of blood work?

Regards,

******* *******
Initial Complaint
Date:07/31/2025
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.
Quest is billing me $169.86 for a procedure that has already been paid by the insurance company. I have provided them proof of this but they continue to bill me. I have verified with ****************** that this procedure has been paid to Quest. It is impossible to talk to a live person at Quest.
Business Response
Date: 08/04/2025
Dear ******** *****,
Thank you for contacting Quest Diagnostics regarding invoice number 8117172851.
I do not work with Quest Diagnostics billing team and unfortunately do not have access to their documents. Would you please provide me with the explanation of benefits as well as the payment information from Highmark containing the payment amount, payment date, when the payment cleared and address the payment was sent to.
Sincerely,
Stephanie
Initial Complaint
Date:07/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have attempted to call and have Quest Diagnostic refill and amend a claim they have submitted to my insurance 6 times with no luck getting it sorted. I have been hung up on 2 separate times by an employee then by a supervisor after she told me she would not. Quest has submitted two claims and refuses to amend they will just submit another claim. Then when you try and get insurance on the phone with them to sort the issues Quest will hang up on you and never call you back.
Business Response
Date: 07/30/2025
Dear ****** *******,
Thank you for contacting Quest Diagnostics regarding your invoice. Would you please provide your invoice number for review?
Sincerely,
Stephanie
Initial Complaint
Date:07/21/2025
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 gave my credit card to a tech to pay a balance of $66.45.The tech took the liberty of enrolling me into an auto pay plan called Easy Pay.The Easy Pay plan was not discussed with me before, during, or after the tech used my credit card to enroll **** was not shown the computer screen to see what I was signing for (I assumed it was to reflect that I had completed the lab procedure).I was not informed that my card would be used in that manner.I did not knowingly consent to enrollment into the program.After being lied to by someone named ***** at corporate who stated that the disenrollment would have had to have been done within 15 minutes of the transaction, I was ultimately told that MAYBE Quest would be able to disenroll me from the program in a few days by a supervisor named *****. This is a deceptive practice.
Business Response
Date: 07/25/2025
Dear ****** ********,

Thank you for contacting Quest Diagnostics regarding your recent visit.

I am very sorry that the phlebotomist at the ****************** processed a Quest Diagnostics Easy Pay without your knowledge.

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 card will not be kept on file for future dates of service, it was only applied to your recent date of service.

Please know that the time to remove the Easy Pay pre-authorization has passed. However, if your card is charged, I will process a rush refund back to your card and send you an invoice for the amount owed.

Sincerely,
*********

Customer Answer
Date: 07/26/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ********

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Quest Diagnostics is NOT a BBB Accredited Business.