Complaints

This profile includes complaints for Quest Diagnostics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Quest Diagnostics

  500 Plaza Dr Secaucus, NJ 07094-3619

• 

  Quest Diagnostics

  3980 Sheridan Drive Williamsville, NY 14221

• 

  Quest Diagnostics Incorporated

  875 Greentree Rd 4 Parkway Center Pittsburgh, PA 15220

• 

  Quest Diagnostics

  5400 Gibson Blvd SE Albuquerque, NM 87108

• 

  Quest Diagnostics

  4225 E Fowler Ave Tampa, FL 33617-2026

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:08/20/2024

  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.

  THIS IS FOR QUEST DIAGNOSTICS IN **************** FL I went to my rheumatologist a few weeks ago and he sent in a lab order for Lyme disease to quest. Waited for it to show up in my quest account wasnt showing twice contacted the doctor and he said he definitely sent it over its in his notes. Called quest says they cant say what order is sent in. Went in locally they told me that they dont see it. After weeks I said forget it Ill buy it on my own. Bought it through walk in labs for the same test. Went in yesterday to **************** location and the *** told me oh you already have this test for Lyme disease in your account. Told them I had to buy one on my own because I was told it wasnt in the account. She said she would use the one through the doctor. Had the blood work done. Contacted walk in **** today for a refund on the one I ordered and they tell me that that order was used for the specimen so they cant refund me for it. Unreal. So I contacted quest by phone and got the run around. So for weeks I was told false information and then when I go in I was told that I was going to have the doctor order used so I can request refund from third party and they used my order I bought so now Im out the money. I want my money refunded as this is on the quest ***s.

  Business Response

  Date: 08/22/2024

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

  Thank you for contacting Quest Diagnostics regarding your concerns from your August 19, ********************************************** inconvenience this may have caused. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  

  The order that was used for your August 19, ******************************************************** Labs. The order from your Rheumatologist is still on hold in Quest Diagnostics system and has not been used for a date of service.
  

  Your testing from August 19, 2024 has not yet resulted, once it has been reported you will receive the results directly.
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  *********
  ************************************* Support Liaison

• Initial Complaint

  Date:08/19/2024

  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.

  On 8/17/23 my wife ****** had blood work done through Quest Diagnostics, since then we have fought with them for over a year to get this bill correctly put in for my insurance to cover it. We have now lapsed past a year of this, and my insurance tells me I will need to do an appeal in this. Quest Diagnostics should be ashamed that this is the level of care they have shown toward this. Every time we have gotten this bill, I have gotten on the phone with my insurance and had them facilitate a three-way call with Quest to tell them step by step what they need to do to get this properly sent in and covered by the insurance. If the BBB can help me get this taken care of so I am not paying $4,565.90 out of pocket because a company is so **** lazy and incompetent they can't get their job done inside a year. My insurance for my wife is ***** VA they have records of my calls and all the times the claim was rejected because Quest refuses to listen and do their **** jobs.

  Business Response

  Date: 08/22/2024

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

  Thank you for contacting Quest Diagnostics regarding your wifes billing concerns. I am sorry for any frustrations or inconvenience this may have caused. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  

  If you would please provide me with the patients invoice number, if you do not have the patients invoice number, please provide me with the patient's full name and date of birth for further investigation.
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  *********
  ************************************* Support Liaison

  
  

  Customer Answer

  Date: 08/23/2024

  
  Complaint: 22166445
  
  I am rejecting this response because: I dont have a way to get ahold of you unless I go through the BBB. As for the information you requested her bill number is **********. Her name is ************************* Birthday is July 8th 1989. please let me know what else you need so we can get this resolved
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 08/27/2024

  Dear *******************,
  
  Thank you for providing me with ******'s invoice number. On July 31, 2024, a billing representative resubmitted a claim to your insurance, the claim was mailed. Please allow 4-6 weeks for your insurance to review the claim and respond to Quest Diagnostics. Invoice number ********** has been placed on hold to allow time for the insurance to respond. 
  
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison

• Initial Complaint

  Date:08/17/2024

  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.

  Discriminatory practices, possible HIPAA violations, terrible customer **********************. Not allowed to refuse any kind of legal tender to take payment on a debt. Tried multiple times to pay down a balance and they told us that they werent gonna take it. They were just going to leave it there until they can send it to collections. This is a financial threat to seek legal representation to mediate the issue.

  Business Response

  Date: 08/22/2024

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

  Thank you for contacting Quest Diagnostics regarding your concerns. I am sorry for any frustrations or inconvenience this may have caused. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing. 
  

  If you would kindly provide me with more information for your concerns to be further investigated. Would you please provide the invoice number that you are needing to make payment to as well.
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  *********
  ************************************* Support Liaison

• Initial Complaint

  Date:08/14/2024

  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 went to the location at ************************************************ for routine blood work on 8/14/2024. I have been to this location many times. I have always observed rude staff, staff verbally arguing with patients, a dirty waiting room and an overcrowded waiting room. My experience has generally been tolerable until today. The staff was rude to me and they cancelled my appointment. I was nothing but polite with everyone and there was no reason for them to be so rude. It had all the indicators for overworked, understaffed and under trained employees. I get it that people can get to the end of their tolerance in conditions like this and I blame the company more than the employees. I called my *********** and told them I would not ever set foot in another Quest again. Ever. Understanding the staff were clearly frustrated and impatient I tied to compensate by being as nice as I could. I quietly said thank and walked out. There is no other place I can get my blood work which leaves me with no options, particularly since I have been chronically ill. I am looking into my options for taking my complaint to the state. It was like a third world country in there.

  Business Response

  Date: 08/16/2024

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

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

  As a follow up to the investigation I would like to extend my apologies for your experience. I see that you checked in at 8:18am for an 8:20am appointment and you were called back at 8:23am. Unfortunately, due to no lab order, you were not able to be serviced. The Patient Service Center Leadership has addressed your concerns with their team and has been reminded to always provide excellent customer **********************.
  

  While we understand you may not want to schedule again at the ************ site because of your experience, we have another location on ************* that has less volume.
  

  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:08/14/2024

  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.

  Date of Service for Lab Work: 2/29/2024 for *********** ***** (patient)
  Amount of Money Paid: $94.61
  Quest Diagnostics : Lab services
  Dispute: Paid full amount due on bill #********** for amount of $94.61 on 5/1/2024 electronically via bank bill pay service. This amount cleared and posted to my checking account. Quest has been paid in full. I called 3 times to discuss, sent proof of payment via email to: ***************************** on 7/22/2024 and I continue to receive notices that payment has not been received. Quest diagnostics is now threatening to send this to collections and put the past due on my sons' credit. They keep telling me to send a cancelled check. There is no cancelled check, this was and electronic payment sent to their electronic bank deposit that was electroncally posted in their bank. I want them to acknowledge payment was received immediately and stop sending bills that I owe them.

  Business Response

  Date: 08/15/2024

  Dear **** ******
  

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

  If you would kindly provide a copy of the front and back of
  the electronic check for further investigation. Invoice number ********** has been placed on a hold to allow time for us time to receive a copy of the cancelled check.
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  Stephanie
  Sr. Quest Experience Support Liaison

  Customer Answer

  Date: 08/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have called Quest 3 x and provided this information that you are now asking me for for the Exception of copy of the check because as I have mentioned to your company multiple times, their is no image of a cancelled check as verified by my bank Credit Union of Georgia.  I took my own personal time to go the bank branch and asked for the image of the check and the teller advised there is no check image because its an electronic payment.  You are asking for something I cannot provide.  You have my money and I am doing all the work here!!!

  Address EFT sent:  **** *** ******* ********** **** (i was told twice by your company this is an old payment lockbox nevertheless you have received the money)

  Date EFT sent:  5/1/2024

  Date EFT Posted in my Bank:  5/1/2024.

  EFT #:  ***********

  Amount Paid:  $94.61

  You will not get another payment from us. You have our money so reconcile this on your end.  Quest cannot send us to collections due to the fact you have been paid.

  I consider this case closed.

  Regards,
  

  
  
  
  **** *****

  Business Response

  Date: 08/27/2024

  Dear **** ******
  
  Thank you for taking the time to provide me with the payment information for invoice number **********. With this information, I have processed your payment of $94.61, please allow 24 hours for the payment to reflect on the invoice. 

  Again, I am very sorry for the time you have spent on having your payment concern resolved, and I appreciate the opportunity to respond.
  
  Sincerely,
  Stephanie
  Sr. Quest Experience Support Liaison

• Initial Complaint

  Date:08/13/2024

  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.

  On Aug 13, i went to *********************** to have my blood test. I entered the building on the 2nd floor as i always have. I pressed the elevator waited for it to come up. I pressed the elevator again and again. All though i could see and hear the elevator moving, the door never opened. I have copd but i looked where might i find stairs. I found them. I went down registered and git told by machine. Youre 10 min late. Appt rescheduled fir noon . In talking to the lab attendant there have been people stuck in this elevator recently . They were told nothing wrong with elevator. I am looking for someone to make sure this elevator is fixed. I am also looking for Quest to do something about this 10 min policy. I was 3 min late .. and my appt time made and my confirmation time with quest was 10 minutes different. Perhaps quest should mive their medical office

  Business Response

  Date: 08/27/2024

  Dear ***********************,
  
  Thank you for contacting Quest Diagnostics, we received your concerns through the Better Business Bureau. I apologize for any inconvenience you experienced during your August 13, 2024 visit. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  
  After review of your experience, the patient services management team further investigated and advised that the elevator is currently being worked on to get it up and running again for patients. In the meantime, there is a back parking lot entrance that enters on the first floor where the Quest office is located that patients can utilize.
  
  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.
  
  Again, I am sorry for any inconvenience you experienced. As a valued customer, we hope you will continue to use Quest Diagnostics in the future.
  
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison 

  Customer Answer

  Date: 08/27/2024

  
  Complaint: 22133895
  
  I am rejecting this response because:

  The elevator had been repaired before. The lab didnt even have a number to call to get the elevator repaired. And you say nothing about your 10 minute time slot that jumps you to whenever.  You dont say you have talked to the building owner on what happened. Is there a contingency plan going forward for he next time this elevator breaks like a sign that says how to get to the stairs from where you are? Anything. I already was told by the lab asistents there was a lower parking lot. As far as I am concerned you didnt ask the 5 whys this happened and put a plan in place for knowledge to the lab asistance on a compalint procedure, or a sign that explained what your clients who are there for health reasons to do next. Just not far enough and you dont even mentiuon that your 10 minute register and changing people time for apointment doesnt help the people who are waiting to get their lab work done. It would be very easy to put in your program a question as why someone is late so you could analize it. So you could correct each time and really get 100% customer satisfaction.  You could change that to 15 minutes. I am only one person and this is my 2nd experience on this happening because by the time I got to the registeratrion I was a few minutes late. I called your corporate office last time. That time because an old man didnt know how to operate it and we were helping. Since you switch to this register yourself , where is the person who can help someone who is not computer literate?

  You really dont seem interested at all in correcting the problem. 
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/12/2024

  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.

  Today I had to cancel my plans as I had to spend five hours on the phone with Qwest for nonproductive calls after calling an executive that didnt return my call. These calls are exhausting because the agents are rude and are not trained in basic. The issue is my already over inflated **** creeped up another $550 without reason.I am being charged over $2000 for labs that if I wouldve paid outright for wouldve cost me about 300.The first agent, I spoke to had no idea where it was coming from and transferred me in to another agent that simply hung up on me. They try to scam the system so that they wont get a bad review. Am disabled so these these calls are extremely hard on me. This has been brought to the attention of an executive, but still, my calls are not returned. The other issue is I qualify for financial aid but have tried all weekend and today to get my papers both online and on the phone but can not get my papers.What I need for resolution is a person that will return my calls who also has authority to resolve issues and my appropriate papers for financial aid and also an explanation of why $550 was added to bill without explanation. I also need an explanation as to why I am being charged substantially more than the advertise price, especially considering that my only income is a tiny Social Security check Please call me do not text back-and-forth

  Business Response

  Date: 08/13/2024

  Dear *******************,
  Please know that when Quest Diagnostics receives additional information from the physicians office, Quest Diagnostics needs to resubmit the entire claim for processing with the insurance company. The original billed amount for the services is $2,049.89. The invoice has been placed on a 60 day hold to allow time for the insurance to reprocess the claim with the information your ordering physician provided on July 24, 2024.
  Once your insurance processes the claim and responds to Quest Diagnostics, we can process your financial assistance paperwork. Please attach the financial assistance documentation to this response.
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison

  Customer Answer

  Date: 08/13/2024

  [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:
  Thank you very much for responding.

  Yesterday I had to spend many exhausting hours on the phone trying to get the answers but customer ********************** didnt have any and I was hung up on and transferred Mid sentence only to be disconnected, These non-productive calls are extremely hard on my health. I was forced to make them because I couldnt get a return call.

  I will say that this morning I talked to an amazing rep named **********, Hes an exceptional employee that answered all my questions and was very polite and respectful. I could tell that he cares and hes sending me my financial aid forms and even told me an estimate on what I would be approved for. He put my mind at ease and I feel very much better.

  The bill is over $2000 with 14 different labs drawn and the doctors office only submitted for three of them. Its been an extremely exhaustive ordeal but I try to do all the work so they dont have to. I do appreciate your being available to take the diagnostic codes and submit them to the insurance. That made it so much easier for them so I appreciate that. 
  I want nothing more than for my insurance to cover the Qwest  bill so that I can move on.

  Appreciate your time and hope you have a nice day.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Quest diagnostics has mistakenly collected a boost from me because they are billing under the incorrect. Billing codes with my insurance carrier. I have called them and they have told me on 3 separate occasions that they have corrected this and that the billing will show up in ***** days. I started contesting this in January. 7 months later and they still havent fixed the issue. I have called them multiple times. I have emailed them and called their corporate department and they are just ignoring my request. They are incompetent scammers.

  Business Response

  Date: 08/14/2024

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

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

  Please know a Quest Diagnostics billing specialist contacted your insurance company and was advised that the claim was denied in error,and they have sent the corrected claim back for review. We were provided with a call reference number ************. Please allow time for your insurance to reprocess the claim, once they are finished processing, they will provide Quest Diagnostics with a response.
  
  Your payment of $50 has been processed as a refund, please allow 2-3 weeks for you to receive your refund.
  
  I apologize for the time and effort you have spent having your concerns resolved and I appreciate the opportunity to respond.
  
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison

• Initial Complaint

  Date:08/12/2024

  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.

  8/30/23 I had a blood test taken by my ***. In past years it was always covered. Last year they said I owed $74.25. My insurance company United Health and I had two phone meetings with Quest. On 1/30/24 with my rep **** and theirs Fallon. They were told this was covered by the *** and to stop billing me. On 3/26/24 my rep ***** and theirs ***** both agreed the bill should not be coming to me. I appear to be stuck in their billing system and UH is adamant that I ignore them and not pay this bill.

  Business Response

  Date: 08/12/2024

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

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

  If you would kindly provide me with the explanation of benefits from your insurance showing the denied test is not billable to the member for your August 30, 2023 date of service. Invoice number ********** has been placed on a hold to allow time to receive your explanation of benefits.
  

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

• Initial Complaint

  Date:08/09/2024

  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 recently visited quest to have blood drawn, via my doctors orders. I recently had a heart attack and I do not need added stress. They drew my blood and after one hour, there is a big red spot on my arm, like he missed the vein completely. Also they had the nerve to call me demanding money for the visit. I do have insurance so what is the problem!!!!!!

  Business Response

  Date: 08/13/2024

  Dear *****************************,
  
  Thank you for contacting Quest Diagnostics regarding your most recent visit. I am sorry to hear about your experience.
  
  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.  
  
  If you would kindly provide me with the exact address of the Quest Diagnostics patient service center you visited and date of service for further investigation.
  
  I appreciate the opportunity to respond to your concerns. 
  
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison