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.
396 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:09/12/2024
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.
9/12/24 TODAY, I CALLED QUEST DIAGNOSTICS AT ************ AND SPOKE TO ***** WHO WAS RUDE, DISCOURTEOUS, NOT HELPFUL AND DIDN'T TRANSFER ME TO A QUEST SUPERVISOR WHEN I REQUESTED. I ALSO HAVE QUEST APPROVED FINANCIAL ASSISTANCE STARTING FROM 4/12/2024 THRU 4/12/2025 AND ALL QUEST BILLS SHOULD BE A ZERO BALANCE ON MY BEHALF AND NOT REPORTED NEGATIVIELY TO THE *************. IN ADDITION, QUEST NEEDS TO ADJUST AND MAKE SURE THERE IS A ZERO BALANCE FOR ALL OUTSTANDING BILLS AND BILL #**********, BILL #**********, AND BILL # **********. I WOULD LIKE A QUEST SUPERVISOR TO GIVE ME A CALL BACK.
Business Response
Date: 09/12/2024
Dear ****** ******,
Thank you for contacting Quest Diagnostics regarding your invoices. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Invoice number ********** is reflecting a zero balance no patient responsibility.
Invoice number ********** has been denied from the insurance stating patient is not covered on the August 6, 2024 date of service, if you would please provide me with any updated insurance information for this date of service.
Quest Diagnostics submitted a form to the ordering physicians office to verify patient information for invoice number **********, the invoice is not currently billing the patient.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 09/26/2024

Complaint: ********

I am rejecting this response because:

Regards,

****** ******
9/26/24

BBB QUEST NEEDS TO look in their records because I HAVE a QUEST APPROVED FINANCIAL ASSISTANCE APPLICATION AND approved QUEST FINANCIAL ASSISTANCE FROM 4/12/24 THRU 4/12/25 TO COVER ALL QUEST DIAGNOSTICS BILLS. SO QUEST EMPLOYEE Stephanie SHOULD MAKE SURE THAT THERE IS A ZERO BALANCE DUE ON Invoice number **********, **********, 7647450471. AND theta Quest makes NO ******************* REPORTING on my behalf... BBB MAKE SURE MY WRITTEN RESPONSE IS REFLECTED ON THIS BBB COMPLAINT #******** regarding QUEST.
Thanks,

SLW
CUSTOMER
Business Response
Date: 10/02/2024
Dear ****** ******,

Your remaining invoices have been amended with your 100% financial assistance, please allow ***** hours for the invoice to reflect a zero balance.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:09/11/2024
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.
Hello,I paid Quest Diagnostics for my son's procedure in June. I did not write it in the check book and it took at least 7 or more days to clear, so forgot, and wrote a second check in the amount of ******** Quest should owe me ***** back as both showed in my bank account as deducts.I have made three phone calls to retrieve the $. I am treated in a roundabout manner and have not received my money back almost two months after the original payment,
Business Response
Date: 09/12/2024
Dear **** ******,
Thank you for contacting Quest Diagnostics regarding making payment to your invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
If you would kindly provide me with the invoice number in question for further research.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 09/27/2024

Complaint: ******** and BILL # ********** (Per *********** request )

I am rejecting this response because:
My payment was collected twice, once due to a check due to a lapse in the company paying, I paid them again because I had not recorded the transaction. It showed up on my online bank account twice. Those dates were in late June and on July 9, 2024.
When calling customer ********************** they stated I would receive a check in ***** days (I spoke with both ****** and *****). Never was I told I would not receive a check. It has been 2 months since the original call and I haven't received it.

Regards,

**** ******
Business Response
Date: 10/01/2024
Dear **** ******,

Thank you so much for providing me with the invoice number. I was able to locate the second payment that was made via check,and have requested a refund in the name **** ******. Please allow 2-3 weeks for you to receive your check in the mail.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:08/29/2024
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 is the letter that I am drafting:

**Subject: Complaint Regarding Quest Diagnostics Billing Practices**

Dear Quest Diagnostics,

I am writing to express my extreme dissatisfaction with your company's billing practices. I have experienced significant frustration and inconvenience due to inaccurate and misleading billing statements.

On May 10, 2024, I received a bill (number *********** for a procedure performed on April 22, 2024. I promptly paid the full amount of $107.79 on May 28, 2024, via financial institution bill payment. The bank check was cleared on June 7, 2024.

Despite this, I received another bill dated June 14, 2024, stating that I owed the May 10th bill. I contacted Quest Diagnostics on June 20th to inquire about this discrepancy. The representative, Desiree, acknowledged that there was a mistake but could not provide a clear explanation.

To my further dismay, I have now received a third and fourth letter (July 14 and August 29) from Quest Diagnostics, threatening to take this matter to a collection agency and negatively impact my credit score. This is completely unacceptable, especially considering my repeated attempts to resolve this issue.

I am deeply troubled by Quest Diagnostics' persistent harassment and improper business practices. This behavior constitutes a form of extortion and is a clear violation of my consumer rights.

I demand that Quest Diagnostics immediately correct this error, cease all harassment, and provide me with a written confirmation that this matter is resolved. If Quest Diagnostics fails to take appropriate action, I will have no choice but to pursue legal remedies, including potential class action litigation.

Thank you for your immediate attention to this urgent matter.

Sincerely,
Frustrated paid customer
Business Response
Date: 08/30/2024
Dear ********** *********
Thank you for
contacting Quest Diagnostics regarding payment to your invoice. 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.
After further investigating
your payment of $107.79, I have applied your payment to invoice number
**********. Please allow 24-48 hours for your payment to reflect. Also, please
let me know if you would like me to provide you with a zero-balance letter once
your payment has posted for your records.
Again, I apologize for the time and effort you have spent on
having your concerns resolved and I appreciate the opportunity to respond.
Sincerely,
Stephanie
Sr.
Quest Experience Support Liaison

Customer Answer
Date: 08/31/2024

Complaint: ********

I am rejecting this response because:

I would like a written response mailed to me showing a zero balance on my account before accepting the response.

Regards,

********** ********
Business Response
Date: 09/04/2024
Dear ********** *********
I have requested a zero-balance letter be mailed to the address you provided to the Better Business Bureau, please allow 1-2 weeks for you to receive it in the mail.

Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Initial Complaint
Date:08/29/2024
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 Progesterone(pdg) bloodwork drawn on 08/14/24 at ************************. I was informed it would be sent to **************************************** lab to be processed and I should get the results in a few days. It is over 2 weeks later and I still do not have the results. My doctor had to send me to have the blood taken again elsewhere and I got those results within 2 hours so over 2 weeks is not acceptable. I called Quest Diagnostics customer ********************** 4 times concerning this! Each time, except the last I was given a different answer as to when I'd get the results. The last representative actually took the time to call the lab it was sent to (in **********-I don't understand why it would have been sent all the way there). She said they told her there was a delay and it would be another few days. So now I'm looking at 3 weeks for results. So needless to say I will be charged twice because I had to get the bloodwork done elsewhere as the result was needed in a timely manner. Quest should have informed their patients if there is that drastic of a delay.
Business Response
Date: 09/11/2024
This case is still being investigated. We will need additional time. Thank you.
Customer Answer
Date: 09/11/2024

Complaint: 22215447

I am rejecting this response because:

There is still no answer as to why this happened or a resolution. Quest is still looking into this per their message.

Regards,

*****************************
Business Response
Date: 09/12/2024
Thank you for contacting Quest Diagnostics regarding patient *****************************. I apologize for any inconvenience they have 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 corrective action when an area is identified as needing improvement or an employee in need of re-education or re-training.

After review of the patients concerns, there was a delay in processing due to the increased testing volume. The patients results were sent to her MyQuest account on 8/31/2024 and 9/1/2024.

I have forwarded the concerns to the call center management to review the calls and provide training opportunities as necessary.

Thank you for bringing this matter to our attention. I appreciate the opportunity to respond to ******* Schiavos concerns and apologize again for their frustration. If you have any questions, please feel free to contact me directly.
Customer Answer
Date: 09/13/2024

Complaint: 22215447

I am rejecting this response because:

I wanted the business to void the money owed for the bloodwork due to the delay and me needing to get it done again. The business contact states I may contact them directly in the message but provides no contact information. Does BBB have this? Thanks
*****************************

Regards,

*****************************
Business Response
Date: 09/16/2024
Please have the patient provide a copy of the invoice she has received so that I can investigate it further.
Sincerely,
Customer Answer
Date: 09/16/2024

Complaint: 22215447

I am rejecting this response because:
There is still no contact information provided. I don't want to upload an invoice to BBB where others can see it.

Regards,

*****************************
Business Response
Date: 09/17/2024
The patient may forward a copy of the invoice to our Quest experienced mailbox directly.
***********************************************************
Please put attention ******* in the subject line.
Initial Complaint
Date:08/28/2024
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.
Today, 8/28/2024, I visited the Quest lab at ************************************************* I am a kidney transplant patient and, as so, I need to have my blood checked regularly (been doing so for 2 1/2 years)* I have encountered the same issues time and time again* The technician can not find the bloodwork order (its usually because of my first name being 2 words), or some system issue with dates or statuses* I brought a paper copy with me this time* I was first told quest couldn't do the order because of the date (date on order was date of my ** ******* I asked for a supervisor* His name is **** and he told the Tech to do the order and then started to show me your system and how the ** was wrong* Each time I have an issue they always blame the *** I said there s/b an order for BK virus, a critical test I need to do* He said it was there but on hold and THEY COULDN'T DO THE TEST* I explained my frustration with the Bureaucracy and he just kept blaming the ** and even told me to "Find another **" * He kept showing me the Quest system and that I need to explain all of this to my *** **** said the ** is the one with the license and certifications and he should do it right* I asked him to understand my position as patient and I just need my tests done* I asked if there was someone who worked with the **'s to resolve these issues yet he kept cutting me off* He was unprofessional, uncaring and should not work with patients* He took zero accountability and offered no solutions* I am tired and frustrated with having to deal with these issues each time I go for tests* It's already an anxious experience for me to have the blood drawn, but to have such uncaring people treat patients in this manner is unacceptable* Someone in your company needs to deal with this "back office" problems and stop relying on the patients to do it for them*
Business Response
Date: 09/10/2024
Dear *****************************,

Thank you for contacting Quest Diagnostics in regard to your experience during your August 28, 2024 date of service. In investigating your complaint through the Better Business Bureau and Quest customer **********************, I have determined your initial complaint was sent to upper management of the site visited.

Please know our process is to escalate patient concerns to management for investigation and outreach to the patient. You spoke with *****, the supervisor of the site you visited, who advised the phlebotomist has been coached I echo her apology regarding your experience and ensure your concerns are getting the proper attention.

We consider this matter closed, however please let me know if there is anything additional I can help you with.

Sincerely,
*********
Customer Answer
Date: 09/11/2024

Complaint: 22207440

I am rejecting this response because:

I believe that there is still an outstanding systemic issue within Quest that Requires further attention. Additionally, I do not believe that **** from the Palm Coast office was held accountable for his actions. Because of **** and how uncomfortable he made me feel, I will no longer be using quest diagnostics.
I do want to thank ********* for calling me from quest corporate. We had a great conversation, and she was the only one from quest that actually listened to what I had to say, and was empathetic. While I have been informed that **** is getting much needed coaching, I dont believe he is being held accountable for his unprofessionalism and insensitivity towards patients. I think it is quite horrific that he talked negatively about me to my doctors office and then stated all dialysis patients are emotional. That is terrible to say about a group of people who are going through a very difficult time in their life. Furthermore, I do not believe it is the patients responsibility to be the middle person between quest and the doctors office. Countless times I was instructed by quest to go back to my doctors office with XYZ information only in turn to be told by the doctors office that they did everything correctly. I think the issue that needs attention is having a liaison from quest that can speak to doctors offices when issues arise and data is not inputted correctly into their system. It should not fall on a patient to have to manage Quests bureaucracy.
Again, I thank ********* for her phone call and conversation.. Unfortunately, due to Joses behavior I will no longer use Quest for my lab needs.

Regards,

*****************************
Initial Complaint
Date:08/28/2024
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 has submitted claims to my insurance company with the incorrect coding so the claims were not paid at 100% under preventative care. I have been trying to resolve this issue since April 2024 with no resolution thus far. I have contacted corporate 3 times. Spoke with *************************** with Quest on 7/16. I was told she re-submitted both claims that day yet again, she said it may take 30 days for insurance to correct. I left a voicemail for ******* on 8/21 to follow up.no response. Called insurance 8/22 to see if issue had been resolved. They had not recd the re-submission supposedly sent on 7/16. I called ******* again to relay this finding, had to leave another VM.no response. I called the corporate office on 8/28.no answer, so I sent a 2nd message to Corporate 8/26 and again today. Still waiting for a response. This is in reference to bill #********** & bill #**********
Business Response
Date: 08/28/2024
Dear Seri Sweet,

Thank you for contacting Quest Diagnostics regarding your billing concerns. I am sorry for the time and effort you have spent on having your concerns resolved.

A claim was submitted for both invoice numbers ********** and **********. I am sorry to hear your insurance has not received these claims. To ensure that these claims are received in a timely manner would you please provide me with the fax number for the claims department of your insurance?
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Customer Answer
Date: 08/28/2024

Complaint: 22207383

I am rejecting this response because:
I have contacted Health Advantage BCBS, my insurance company once again and they confirmed that they did NOT receive a corrected claim on 7/12 or on 7/16 even though **** with Quest billing and *************************** said they both re-submitted these claims. I dont know where the problem is but maybe it would be a good idea to follow up with the insurance company after faxing it to confirm that they have received the resubmitted claim instead of just assuming that it went through. The fax number to the claims department is ************. I am also providing the phone number for my insurance company so that you can confirm receipt of said fax, **************. I would also appreciate a confirmation that this fax has been sent because I will also follow up to make sure they have received it.

Regards,

Seri Sweet
Business Response
Date: 09/05/2024
Dear **********,

Thank you so much for obtaining the claims fax number for your insurance. Please know on Friday, September 6, 2024 the claims are going to be faxed to the number you provided. Please allow time for the insurance to review and respond to the claims.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 09/13/2024

Complaint: 22207383

I am rejecting this response because:

My insurance company has not yet received the resubmission of these 2 claims showing the CORRECT coding. My insurance company cannot process them if they are never re-submitted as promised.

Regards,

Seri Sweet
Business Response
Date: 09/13/2024
Dear Seri Sweet,
On September 11, 2024, you were contacted by ****** who is our billing Manager regarding the resubmission concerns with your insurance. It was explained that Quest Diagnostics is still working on your billing concern to allow us to refile the claim electronically as that is the only form of resubmission allowed under your insurance policy. We mailed the claims twice and faxed them twice, but unfortunately your insurance will only accept electronic resubmission.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:08/23/2024
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 into this establishment to get testing done before 08/26/2024. after getting there and waiting for over an hour and half the tech that took me in he seem lost and not sure of what he was doing. He pulled up my account and told me I had a past due balance and ask me to pay for it so I did. He reviewed my script and seem confused after waiting waiting he told me he was not able to complete all of m bloodwork because they did not have the kits. After calling Scipher Medicine which is the lab that quest was suppose to send the bloodwork to, told me they only work with Quest to test for that specific bloodwork. I called Quest requesting they look for another lab I can go to so I can get my testing. After reaching out 5 times NO ONE CALLED ME BACK. I was never able to get my bloodwork I needed.
Business Response
Date: 08/28/2024
Dear ***********************,
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 ********************** 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 date you visited the patient service center as well as the exact address of the patient service center for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
Date:08/22/2024
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.
This a complain about staff at *** Quest Diagnostic located in **************? ******* CA. In this location their practice based on discrimination and favoritism. Whenever? I have appointments they make me wait for at least 3 hours or more before they do a Blood test. Today on Aug 22? 2024 I came here by Taxi as I am 60 year old with low Blood Iron which cause me to get dizzy. I am fasting and came here between 9am to 9:30am. Right now The Clock shows 1:15pm and I am still here. When I registered my ID while loggin to their electronic system my number was 9? but my number kept increasing instead of decreasing. I talked to their staff 3 times and I got no result. I also got called one time? but when I came to the door this lady (she is an Indian) close the door on me. I talked to another nurse and they said let me find out what happened and after writing for 10 min they came out and say sorry we have a patient setting in the chair. Since? this is a continious discriminatory practice with them. In additin? every time I took a blood ??? they damaged my veins and had to poke me with a needle at least there times in order to take my blood. This has been my experience every time I have made an appointment with Quest Diagnostic in this location. I want to sue *** Quest Diagnostic for these type of discriminatory practices.
Business Response
Date: 08/23/2024
Dear *******************************
I am writing to acknowledge the receipt of your formal grievance against Quest Diagnostics sent on 8/22/2024.
I have considered your complaint carefully and concluded that it should be addressed through the formal discrimination grievance process.
As part of the process, you may be contacted by a Quest Representative if the team has additional questions.
It is our policy to send you a written decision within 30 days of receiving your grievance.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:08/21/2024
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 referred to Quest Diagnostics for free covid testing. I provided them with all my personal information and when it came time to set up an appointment the site required that I enter a code, only the code is never sent, or it's sent at a 10-minute lag time, by then the window has expired. I go to log back in, only now the site doesn't recognize my password. To change my password I'm told I need to provide a code only the code is never sent or sent at such a lagtime that the window has expired. This goes on and on and on. Quest Diagnostics should be the designated free service provider as their system is set up to frustrate and send people away not serve a very basic and much needed function.
Business Response
Date: 08/22/2024
Dear *********************************,
Thank you for contacting Quest Diagnostics regarding your testing 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 with more information so I can have your concerns further investigated:
-Who referred you to Quest Diagnostics for free covid testing?
-Is the code provided from Quest Diagnostics or who referred you to Quest Diagnostics?
-What website are you having difficulty logging into?
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
Date:08/20/2024
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.
Billing Date is July 25, 2024. Quest /Cleveland Heart lab lost the results of my husbands labs. They did not report any results to the physician who requested the tests no us. The billed our insurance and are sticking us with the deductible amount of $424.21. When I called to notify the company of this billing error I was met with a very rude and argumentative representative *********************** who told me that my only option was to pay the bill. I refuse. Additionally there is no other way to dispute charges or anyone else to contact at that really terrible place.
Business Response
Date: 08/22/2024
Dear *************************,
Thank you for contacting Quest Diagnostics regarding your husbandsresults. I am sorry for any frustrations or inconvenience this may have caused you both. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
If you would please provide me with some additional information for further investigation purposes:
-Patient full name
-Patient date of birth
-Date of service
-Physicians name
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
************************************* Support Liaison

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Complaint statuses

Business Response

Complaint statuses

Business Response

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