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:10/04/2024
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
Initial Complaint
Date:10/02/2024
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.
Transaction Date 10/1. Service Date: 10/2 Reason Given: We are short staffed.Stepped outside to take a phone call after waiting for 50 minutes for my scheduled appointment at 9:10. Got a text to come back in, the worker called my name and by the time I had entered (within 30 seconds) she said I had been kicked out of the system and had to rejoin the queue. Told me to call the ***** number to get a refund. After calling billing, they put me on hold and then asked for a survey and hung up. Spent 3 hours dealing with Quest with no result. Expecting full refund and credit for time. Totally unprofessional workplace and improper business practices that should be investigated
Business Response
Date: 10/09/2024
Dear Nathan Kagan,
Thank you for
contacting Quest Diagnostics regarding your October 2, 2024 date of service. Our
goal is to differentiate ourselves with unsurpassed customer service and
unparalleled laboratory testing.
I am sorry for the less than excellent customer service you
experienced and the frustration this has caused. We
stress customer care, and I apologize that you did not receive the quality of
care that should be expected.
Please be assured
that we take patient contacts very seriously. It is the policy of Quest
Diagnostics to thoroughly investigate each complaint and to implement any
appropriate or corrective action when an area is identified as needing
improvement or an employee in need of counsel, coaching, re-education, or
re-training.
If you would kindly
provide me with the exact address of the location you visited, and if you would
please tell me if you would like to reschedule your appointment.
I appreciate the
opportunity to respond to your concerns.
Sincerely,
Stephanie
Sr. Quest
Experience Support Liaison
Initial Complaint
Date:09/27/2024
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.
Today (September 27) I had an appointment. I checked in early. There are clearly posted signs which state that appointments are given priority. Nevertheless, I had to wait HOURS while people who walked in after me were seen. This is clearly false advertising!
Business Response
Date: 10/04/2024
Dear Joshua Stern,

Thank you for contacting Quest Diagnostics regarding your September 27, 2024 visit to our
patient service center. I am sorry to hear about your experience. Our goal is
to differentiate ourselves with unsurpassed customer service and unparalleled
laboratory testing.

Please be assured that we take patient contacts very seriously. It is
the policy of Quest Diagnostics to thoroughly investigate each complaint and to
implement any appropriate or corrective action when an area is identified as
needing improvement or an employee in need of counsel, coaching, re-education,
or re-training.

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

I appreciate the opportunity to respond to your concerns.

Sincerely,
Stephanie
Sr. Quest Experience
Support Liaison
Initial Complaint
Date:09/26/2024
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 September 24, 2024, I purchased a test from Quest identified by the order number provided. I scheduled an appointment for the same day to have the test done. When I arrived and talked to the technician, I was told that Quest would not do the test I purchased (and would not do any future tests ordered by my doctors) until I paid an amount Quest claimed to be due for a prior unrelated test that should have been covered by original ********, whose denial I have appealed. Interestingly, the amount Quest claims exceeds $160.00 for a bill that ******** will allow less than $10.00 when the appeal is completed and which I could have purchased through Quest for less than $65.00. Quest should do the test I purchased or refund the money I paid for the test.
Business Response
Date: 10/01/2024
Dear Kenneth
Apgar,
Thank you for contacting Quest Diagnostics. 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.
If you would kindly provide me with the
exact address of the Quest Diagnostics location you visited and the date of service
for further investigation.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Customer Answer
Date: 10/02/2024

Complaint: 22343177

I am rejecting this response because: You requested additional information. The facility address is 14831 North Dale Mabry Hwy, Tampa, FL 33618, the appointment date was September 24, 2024, at 8:40am. Also, Medicare has now determined that I do not owe the disputed charge.

Regards,

Kenneth Apgar
Business Response
Date: 10/02/2024
Dear Kenneth Apgar,
If you would kindly provide me with the documentation from Medicare stating the testing is not billable to the member.

Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Customer Answer
Date: 10/07/2024

Complaint: 22343177

I am rejecting this response because:

You have requested a copy of the Medicare Appeals Decision dated September 26, 2024. The decision says it has been provided to Quest. However in the event Quest did not receive it, I will send Quest a copy directly. Please provide me with Quest's mailing address.

Regards,

Kenneth Apgar
Business Response
Date: 10/15/2024
Dear Kenneth Apgar,

You may mail the correspondence to Quest Diagnostics PO BOX 740781 Cincinnati, OH 45274-0781. Or you can attach the document to your response through the better business bureau.

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 22343177, and find that this resolution is satisfactory to me.

I have now been able to obtain the test I purchased, albeit, it a month after I paid for it.

Regards,

Kenneth Apgar
Initial Complaint
Date:09/23/2024
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.
This company has repeatedly treated me like I am stupid, cut me off, interrupted, refused to help, and collected $90+ on an order that they did not provide and are not helping me reschedule. This is absolutely terrible customer **********************. I called the customer ********************** number after being treated humiliatingly in front of others when I was in the seat to have blood drawn, called for help and left a detailed voice mail requesting follow up and help rescheduling, and never heard back-went to their help section on the companys website today for further help and explained all of this, just to be completely shut down. This company is slimy and does not care about people as humans, just as numbers. As long as they get money, they clearly dont care what you have to say or need. Do NOT use Quest Diagnostics, they are trashy and you can be treated better elsewhere. This page wont allow me to upload the screen shots I have of the entire conversation with the live agent today, but Im happy to email them to anyone who would like to see the disrespect and incompetency on THEIR end.
Business Response
Date: 09/25/2024
Dear **** *******,

Thank you for contacting Quest Diagnostics regarding your concerns. 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 additional information regarding your concerns, and how I may further assist.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:09/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had blood drawn at a Concentra location and Quest Diagnostics is who does the lab testing and they picked up and delivered my blood work but at the lab they lost my blood samples preventing of getting results. This is a huge concern because what if my health is at risk due to not knowing my results?!My specimen #WX829816Y
Business Response
Date: 09/26/2024
Dear ******* ********,

Thank you for contacting Quest Diagnostics regarding your recent date of service. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

We do apologize for this happening, your physician that ordered the testing was notified that the testing was not able to be done. All the tests were cancelled, and you were not charged. Please know this is not our standard quality of care.

It is in the best interest of the patient to speak with their ordering physician. The ordering physician can make the medical determination on if you need to return to perform the testing.

Should your physician want the testing done again, they will need to provide a new order. We encourage you to make an appointment if you are going to return.

I appreciate the opportunity to respond to your concerns.

Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
Date:09/19/2024
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 to do bloodwork for my doctor for upcoming surgery I was told by ********* I can go to Quest Diagnostic in ************* I went online made appointment for 9/13/2024 9:30 AM ,, comments online say be early they will make you wait if your not on time they have attitudes at location about being on time I arrived early checked in when I received text I can check in then went inside I came into location with a worker talking about how to check in to everyone in waiting area he was talking at us not with any customer ********************** someone trying to check in could not the machines or kiosk screen was dirty and no one could type there info he went to back cleaned screen with wipes this is the same person who also draws blood when I was called at 10 AM ******************************************************************************************************** I have to pay my balance first to get blood drawn I signed into quest checked everywhere to see if I had a balance and there was no balance on my account of course she was rude and nasty to me she used a big needle on me I asked her is theres a reason your not using butterfly to take my blood she then said we dont have any here and its only if customer ************************ it I said when were you going to tell me that she then rolled her eyes at me WHY IS A PHLEBOTOMIST TAKING MY BLOOD AND ASKING ABOUT BILLS AND CLEANING THE WAITING ROOM I DONT WANT SOMEONE TO TAKE MY BLOOD WHO IS ASKING FOR MONEY AND WHY DO I HAVE TO KNOW THIS PERSON HAS A ATTITUDE THERE WAS NOT ONE PROFESSIONAL WORKER IM MAKING A COMPLIANT WITH BOARD OF HEALTH AND **** I CONTACTED QUEST AND STILL HAVE NOT HEARD FROM THEM
Business Response
Date: 10/01/2024
Dear ****** *******,
Thank you for contacting Quest Diagnostics regarding your September 13, 2024, visit to our ******************************* service center. I apologize for any inconvenience you experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

Please be assured that we take patient contacts very seriously. It is the policy of Quest Diagnostics to thoroughly investigate each complaint and to implement any appropriate or corrective action when an area is identified as needing improvement or an employee in need of counsel, coaching, re-education, or re-training.
Please also know that at the time of service, the phlebotomists must verify demographics as well as insurance information before performing the draw. At the time of service, if a due balance populates from a previous date of service, we try to collect the payment. At times, there may be an estimated patient responsibility for the testing being performed that day, and the phlebotomist will ask the patient for a card for the pre-authorization.

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 the customer experience at the collections site.

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

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:09/18/2024
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.
On 09-18-2024 I had to sit at quest diagnostics in ********* ********** for hours for a 2 minute blood draw. I told them that my doctor had scheduled a standing order for a blood draw because timing for me is an issue as I have to drive 35 minutes to get to ********* Quest Diagnostics. They advertise that walk-ins are welcome but I was informed after I arrived that scheduled appointments have priority and I would be seen if they could fit me in well, if their appointments are booked all day, when the h*** do I get in? Wait for 8 hours for a 2 minute blood draw? This is the most poorly ran business I have ever encountered. End result: I left without my required blood draw which was needed as I was hospitalized when I was out of the country. The sad part- I got better care and a blood draw in a third world country within 10 minutes of arriving at their medical center but I cant get a needed blood draw from Quest Diagnostics even though they advertise walk-ins are welcome. I rate this business -3 stars! I will not be getting my blood draw from here any longer. I advise all people to go somewhere else for a blood draw.
Initial Complaint
Date:09/16/2024
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 a bone marrow transplant patient at ******************************* Hospital last summer. QUEST LABS required me to pay two lab bills done in January/ February 2024, stating that my insurance wouldn't pay it. The Stanford Director of Transplant Services contacted my ******* *** sent Quest the corrected code. I was told by Quest, about 2 weeks ago, that the code was accepted, and I would receive my reimbursement in 10 - 12 business days. However, when I called them today to doublecheck on it, (as I still haven't received it), Quest now told me that it will take 30 - 60 calendar days to receive it! Meanwhile, Quest sits with my money, which should be sent to me in a timely manner. In today's world of technology, they most likely just have to push a button. Instead they are holding my money for no reason. Thank you for your time!
Business Response
Date: 09/24/2024
Thank you for contacting Quest Diagnostics regarding ***** **********. I apologize for any inconvenience they have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing. It is the policy of Quest Diagnostics to thoroughly investigate each complaint and to implement any appropriate corrective action when an area is identified as needing improvement.

After review of Ms. *********** billing concerns, I confirmed a refund was issued to her credit card on 9/20/2024 for invoices ********** and 6900035765. Once a refund is requested it can take 4-6 weeks for a patient to receive it.

Thank you for bringing this matter to our attention. If you have any questions, please feel free to contact me directly.

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