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, Inc.

  10101 Renner Blvd Lenexa, KS 66219

• 

  Quest Diagnostics

  5400 Gibson Blvd SE Albuquerque, NM 87108

• 

  Quest Diagnostics

  1305 Wonder World Dr San Marcos, TX 78666

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:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today is 08/08/24 and my doctors office ordered a stool sample and told me to go to the lab and pick up the kit in morning. They explained you go home to do the test. My insurance requires me to use Quest who is entirely unreachable. They have no listed number. You can only make appointments online. I made one for first available which wasnt until one pm. I told doctors office this place requires appointments and they said they shouldnt as its an at home kit. I got here at 8am and was told I couldnt jump the line even after explaining I needed to take the kit home and planned to bring back for my one pm appointment. Its now **************************************************** the box. An employee told me to sign in which I did. They finally saw me at 8:23 but they could not find the order. My doctors office opens at nine so now Im driving there to wait until they open. I was off today but this is ridiculous. This business has no number you can contact them their TV says you can make walk in appointments but they discourage this so much they should not say it is possible. This business is completely inaccessible. They also just are poor at everything from drawing blood to slow to return labs. My insurance requires we use them because that is the only thing they do well- they pay the insurance. They do nothing for their patients. *** tried talking to a manager but they just insist on their make appointments online rule and are rude. They should be put out of business.

  Business Response

  Date: 08/27/2024

  Dear *****************************,
  
  Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced during your August 8, 2024 visit. 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 exact address of the Quest Diagnostics location for further investigation.
  

  I appreciate the opportunity to respond to your concerns.
  

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

• Initial Complaint

  Date:08/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Quest Diagnostics My doctor ordered lab tests that were performed by Quest Diagnostics in the ******** ******************* on 8/1/23. I asked if they would be covered by insurance and was told it was a routine panel so it should all be covered. I received a bill in the mail for $403.46 which included a Vit D blood draw that was $241.84. Insurance said Vit D is a non-covered service because it is not medically necessary. I have spoken with my *********** Quest and BCBS KS numerous times to try to find a solution for this unconscionably high bill. I have been told by each entity that they have no authority to change anything about the billing. Between Quest and BCBS, they each claim to have no ability to help and point the finger at the other. Quest claims they cannot negotiate the rate. I have spoken with medical billing specialists and was told if I did not sign an AWN prior to service then I am not responsible for the bill. Quest claims otherwise and that they only need to have me sign that if my insurance requires it. We pay thousands of dollars for health insurance each month and insurance pays nothing out on our family. It is bewildering that they can dictate care and cost regardless of what the doctor recommends. In this case, I will pay the bill regardless because insurance doesn't cover it but they won't allow me to pay the negotiated rate that others pay based on certain health factors. I have an autoimmune disease but BCBS doesn't recognize it as a necessity for Vit D testing. It's difficult to realize that the patient gets screwed by these for-profit businesses who have one goal and one goal only- profit. There is no concern for the patient, the little guy, who is getting squeezed. I am willing to pay a fair rate and would like to get this bill paid. Please HELP!

  Business Response

  Date: 08/07/2024

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

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

  If you would please provide me with the invoice number and patient date of birth for further investigation.

  I appreciate the opportunity to respond to your concerns.

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

  Customer Answer

  Date: 08/12/2024

  
  Complaint: 22100943
  
  I am rejecting this response because: this is my only option from BBB in order to respond to your question.

  The bill #********** and patient date of birth is 2/9/1983.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/13/2024

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

  Thank you for providing me with your invoice number. With this information, I see that your insurance BCBS processed the claim denying one test in the amount of $241.84 stating that it is a non-covered service and patient responsibility. The remainder of the balance is for the patient co-insurance/deductible of $161.62. 

  If you feel as though your insurance processed the claim incorrectly, please contact your insurance carrier. If your insurance carrier provides you with an updated explanation of benefits, you can attach it to your response for review.

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

• Initial Complaint

  Date:08/05/2024

  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.

  Went to Quest with Doctor request for blood tests. They said I needed to make an online appointment. Made the appointment as per their direction but it billed my Credit Card $197.00 and NOT my insurance that I entered. Deceptive online forms that do not thoroughly explain what the correct choices are when completing the appointment request. After attending appointment 3 weeks later there were no results in the online app. - Just " In Progress" I went to Quest Deland and spoke to staff there. They said they couldnt help and only take samples. They gave me a phone number to call in ***** and promised they could help. Called the number. After 45 mins on hold the person who answered said it was the wrong **** and offered to out me through to a different **** that could help. I agreed and after 1hour and 15 mins a lady answered the phone and offered to email me the results of my tests. She said that I had ordered the tests personally so they couldn't share them with my doctor. I complained about the Insurance not being used even though I entered it. She said I paid out of pocket and although it was ordered by a doctor I cant claim it on my Insurance because I "chose" to pay out of pocket. She offered to put me through to a **** with answers on that. I agreed. The phone went dead 3 minutes later. The Quest Website deceptively encourages you to enter information and charges your credit card instead of Insurance. This company has ZERO interest in customer ********************** and treat you like a number. They can care less if you have questions. I will NEVER use Quest diagnostics again and suggest you don't either.

  Business Response

  Date: 08/07/2024

  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. 
  

  For your July 11, 2024 date of service, we are showing that you purchased the testing through Quest Health which is our CIT (consumer ordered testing). Please be advised that CIT differs in several ways. There is no physicians order. Consumer-initiated and physician-directed services differ in several respects, including pricing.
  

  Patients pay for CIT upfront and therefore there is no bad debt, or any associated costs related to insurance submissions, patient billing, billing research or collection efforts. CIT purchases do not involve a health plan and cannot be billed to your insurance after services being performed. These tests must be purchased online before services are performed. Only you, the patient/consumer will get their results.With ordering from CIT platform, you pay on a website, upfront.
  

  Because there is no physicians order, the results are only provided to the patient that ordered them. The patient could share their results with their physician, if they chose.

  For future appointments with Quest Diagnostics, you can utilize our customer ********************** department at 866-MYQUEST *************) or you can also make an appointment online by visiting: ******************************************************

  I hope this information is helpful, I appreciate the opportunity to respond to your concerns.
  

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

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was performed a pap-smear in my Dr ****** on 11/6/23, which was sent to Quest Diagnostic for testing. using a screening Code Z12.4. However, Quest Diagnostic converted the Code to CPT Codes *****, ***** and *****. This a a preventative procedure and should be covered 100%. However, All savers insurance UHC denied the Quest's Codes, and said the Codes dont apply for preventative. I have called the Dr ****** 3 times, All Savers ****************** (UHC) 3 times and Quest 2 times. UHC blamed on the Codes they were received, Quest blamed on the COde from the Dr, however the Z12.4 is clearly a screening Code. After going around for months, I have paid the bill $58.78 but would like to bring this up with BBB for this practice, and get a refund.

  Business Response

  Date: 08/02/2024

  Dear *****************************,
  
  Thank you for contacting Quest Diagnostics regarding your invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  
  If you would please provide the patients date of birth and exact date of service for further investigation.
  
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison

  Customer Answer

  Date: 08/08/2024

  [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:
  
  This is neither an acceptance nor a rejection. I have reviewed the response made by the business in reference to complaint ID ********, and sending more info by their request 

  Instead of birthday which I'm not comfortable to give out publicly, Quest should be able to get the requested info from my personal data from the Bill # ********** - Lab Code TAM Service date 11/6/2023.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/31/2024

  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 Friday 07-26-2024 I collected 2 culture swabs during treatment of a subcutaneous infection. By the time I was done, Quest representatives informed me that I would have drop the specimen off at a local facility as there was no pickup. They provided me with an address and hours of operation. I sent an employee to drop off the specimen. On arrival they were told that the patient had an outstanding balance and that the specimen would not be processed until that balance was paid. I attempted to explain the situation, the technician was extremely rude, believing maybe that I was the patient and stated that there was no need for two cultures. and the technician hung up the phone. The employee called me back and asked if she could pay the patient's bill and I approved it in the interest of the patient care. Upon checking with my employee 30 minutes later, she informed me that the technician refused the second specimen telling her that Quest doesn't do it that way. Regardless of who she may have though I was, that was no way to interact with a physician or patient. She also has no business dictating the number of specimen collected from a single site. I should not have to justify that a second confirmatory swab is necessary for me to validate the results. No one was able to help me that day. I was directed to a number for supposed representative but when I called she turned out to be in charge of a Michigan territory. *****************, ***** directed me back to the general number (not her fault for any of it), but the manner in which this was handled from wasting my time, making me pay for a patient and compromising care through dictation of an infectious work-up is unprofessional and unacceptable.

  Business Response

  Date: 08/06/2024

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

  Please be assured that we take 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 counsel, coaching, re-education,or re-training.  
  

  If you would kindly provide me with the following information for further investigation:
  

  Patient name
  Patient date of birth
  Exact address of Quest Diagnostics location visited
  Quest Diagnostics Client account number
  

  Thank you again for taking the time to bring this to our attention.? 
  

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

• Initial Complaint

  Date:07/30/2024

  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.

  On May 8th of this year, I took a doctor's ***** for lab work to be done at Quest Diagnostics in ****** ********. Afterwards I was billed $852.59 once my insurance denied the claim. I have gone to Quest on numerous occasions and never had any sort of issue. On this occasion, if Quest had confirmed my coverage upon my arrival, I would have not done it or found another avenue to pursue. It is my experience that medical entities in ******** confirm coverage upon arrival, but I have not seen Quest follow this procedure. I am asking for a reasonable adjustment to this billing and that Quest provide confirmation service for patients upon arrival. Thank you. I had not made any payments while filing an appeal to my insurance. There is an initial check for $100 in transit. (I am having trouble with this form saving information).

  Business Response

  Date: 08/02/2024

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

  Thank you for contacting Quest Diagnostics in regard to you May 8, 2024 date of service.
  

  Please know you can obtain a paper copy of the testing being ordered by your physician prior to services.Patients have the opportunity to contact their insurance carrier prior to services to be advised whether or not the testing being ordered will be covered by their insurance plan. Quest Diagnostics does not process patient claims,therefore we are not able to determine if the testing will be covered. The insurance processes the claim according to the patients plan benefits and advises Quest Diagnostics what to bill the patient. Quest Diagnostics does not question the physician orders, we perform the testing that the physician orders for their patients.

  If the patient has any further questions, please have them contact their physician directly.
  
  I appreciate the opportunity to respond to your concerns.
  
  Sincerely,
  *********
  Sr. ********************** Experience Support Liaison

• Initial Complaint

  Date:07/29/2024

  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.

  bld test 4-4-24 $535.61 billing number; ********** DOB 12-30-1952 my primary insurance: ******** 3UG6-UH8-KA64 secondary insurance: the empire plan Quest lab: didn't submit the bld test cost to the ********, submitted to the empire insurance , please change my primary insurance to ******** & please resubmitt the bld test cost to the ********, please fix this problem, thvx.

  Business Response

  Date: 07/30/2024

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

  Thank you for contacting Quest Diagnostics regarding your April 4, 2024 date of service. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  

  Thank you for providing your ******** information. A new claim was submitted to ******** for your April 4, 2024 date of service. Please disregard invoice number ********** and allow 4-6 weeks for the insurance to process the claim.
  

  I appreciate the opportunity to respond to your concerns.
  

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

• Initial Complaint

  Date:07/29/2024

  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.

  service date 4-4-24 blood test, $745.95 DOB 11-22-1947 male primary insurance: ********* 8UEO-N77-XD24 secondary insurance; the empire plan ********* quest lab. didn't submitted the bld test cost to the ********* submitted directly to the empire plan please fix this problems thx.

  Business Response

  Date: 07/30/2024

  Dear *****************,
  
  Thank you for contacting Quest Diagnostics regarding your April 4, 2024 date of service. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  
  Thank you for providing your ******** information. A new claim was submitted to ******** for your April 4, 2024 date of service. Please disregard invoice number ********** and allow 4-6 weeks for the insurance to process the claim.
  
  I appreciate the opportunity to respond to your concerns.
  
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison

• Initial Complaint

  Date:07/22/2024

  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.

  The evening of 7/18/2024 I attempted to purchase labs from *********************************************. I received an an error message stating my transaction could not be completed because of an incorrect zip code entered despite entering the zip code listed for the card. I attempted to re-enter my information to complete the purchase and received the error again. I was double charged, $790 x 2 but received no order confirmation and there is no record of my purchase.

  Business Response

  Date: 07/25/2024

  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.
  

  Due to the incorrect billing zip code being entered, both transactions were unsuccessful.Because the transactions were unsuccessful, the charges that you may be seeing on your card are authorization charges.

  However, the funds from the authorization will be returned to you, but the timing depends on your banks authorization charge policy.
  

  Again, I apologize for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond.
  

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

  Customer Answer

  Date: 07/25/2024

  [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 ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/17/2024

  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.

  In December 2023, my doctor ordered a stool sample. I made an appointment to pick up the sample kit and and one to drop off the sample. When I dropped off the sample on 12/15/2023, the Quest employee did not charge me anything nor tell me there would be a charge. I had already met my deductible, so I did not expect any charges. When I received my Explanation of Benefits from my insurance company, it stated that they did not cover the test but I would be responsible for the charge only if I was advised by Quest before the services were performed that it was not covered. Regardless, I received a bill from Quest Labs. I called the billing department and was told to send in a copy of the EOB. I did and heard nothing. I received another bill a few months later and called again. This time I was told that it was being handled it was just still in processing. I received another “final notice” bill and called again. The initial person I spoke to said she could see in the notes that I was responsible for the bill without explanation is it was contrary to what was stated in the EOB and the facts. I eventually spoke with a supervisor, Chazz. Although he admitted that I couldn’t have been told that the test would not be covered, because Quest did not know at the time I returned the specimen, that I was still responsible for the payment without any coherent explanation. Several months earlier, I had another stool sample analysis that wasn’t covered by insurance and I called Quest and the charge it was immediately removed from my bill, so I assumed this would be handled simply and easily. I called my insurance and they agreed to make a one-time exception to cover the stool sample charge relating to 12/15/23. I unfortunately have another bill outstanding for another stool sample analysis on 5/8/2024 with the same set of facts and I worry calling Quest will lead to the same frustrating and incoherent result.

  Business Response

  Date: 07/30/2024

  Dear ***** ********
  

  Thank you for contacting Quest Diagnostics regarding your May 8,
  2024 date of service. Our goal is to differentiate ourselves with unsurpassed
  customer service and unparalleled laboratory testing.
  

  Thank you for providing the explanation
  of benefits for your May 8, 2024 date of service. With this information, invoice
  number ********** has been amended to reflect a zero-balance no patient
  responsibility. Please allow 24 hours for your invoice to reflect a zero
  balance.
  

  I
  appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  Stephanie
  Sr. Quest Experience Support Liaison

  Customer Answer

  Date: 07/31/2024

  [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 ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** *******