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

1,342 total complaints in the last 3 years.
398 complaints closed in the last 12 months.

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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:07/16/2024
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.
Quest issued a bill on 4/4/24 in the amount of $7.86. This bill was paid utilizing my bank utilizing electronic transfer (not an electronic check) and bank records indicated payment confirmation. Quest then sent another bill for the same services. I phoned their customer ********************** and dedicated roughly an hour attempting to resolve the issue of them not being able to locate my payment. I was instructed to send the proof of payment, generated by my bank (Discover), to ************************************ I spent time on the phone with my bank to get the proper document and then, as instructed by Quest, emailed proof of payment with request for confirmation receipt. I then received another bill on 7/15/24 for this same service and the amount of $7.86. I phoned Quest again and spoke with *****. I immediately asked to speak with a supervisor and was told that he would resolve it first before escalating. If that recorded call is tracked, one would hear him telling me that he knows this process is a cop out on the part of Quest diagnostics, as if the runaround with proof of payment. He asked that I resend my document to ************************************ When he received that while I was still on the line, he of course, had to speak with a supervisor. I was then transferred to *******, whose manner was beyond poor. I demanded to speak with someone higher than her and she informed me that no one was. She told me that she would give me the number for patient complaints. I refused as I was not going to be hung up on after investing an hour of my time already. After some time on hold, yet another supervisor answered. His name was ******* E from the DFW ******** at ************************************ Once again, he informed me that my confirmation documents were not adequate and that they would not be resolving my account. Im running out of characters here, but as it stands now, my bank has advised me that this is likely a scam and that quest should be able to verify payment with their bank.
Business Response
Date: 07/17/2024
Dear ***************************,

Thank you for contacting Quest Diagnostics regarding your invoice. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Your payment of $7.86 has not posted to invoice number **********. If you would kindly provide proof of payment from your bank, including the date payment was sent, the date the payment was cashed and the address the payment was sent to.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. ********************** Experience Support Liaison
Customer Answer
Date: 07/17/2024

Complaint: 21995458

I am rejecting this response because:

I have sent proof of payment, provided by ************** multiple times. I have spent hours on the phone in attempts to resolve Quests inability to locate my payment. Discover has even advised me that this appears to be a scam, as they have provided all information (that is not proprietary of Discover that cannot be released) and has informed me that Quest is now responsible for verifying that electronic payment with their bank, Fifth Third. The proof of payment provided by Discover displays the confirmation number of delivery via electronic payment, as well as the date it was delivered, and the last 4 numbers of the account which it came fromthe very same account which successfully paid another Quest bill, for $11.87, utilizing the same method for electronic delivery. I have done everything I was supposed to do in paying my bill on time. Discover Bank has provided everything they legally can, and feel that this should be flagged as a scam (on a recorded call if this evidence is needed). Also on a separate Quest recorded call, one can hear a customer ********************** rep with stated name of *****, tell me that he knows this is a cop out on the part of Quest, and the best way to assure that they dont lose your payment is to pay directly through their site. Patrons should be able to pay however the choose, without fear of payment (and hours of their life) being lost dealing with Quests inadequate processes and resolutions (or lack there of). Quest is in error for misplacing my payment, and is demonstrating horrendous business practices and ethics by not claiming responsibility and rectifying their mistake. They are wasting my time, as well as the time of their employees, over $7. This is reprehensible and I am not satisfied.

Regards,

***************************
Business Response
Date: 07/22/2024
Dear ***************************,

Thank you for your patience while your proof of payment was reviewed by a billing representative. Invoice number ********** for date of service January 12, 2024 is reflecting your payment of $7.86 and is now at a zero balance. *************************** has no further balance with Quest Diagnostics.
I appreciate the opportunity to respond to your concerns.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:07/15/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had blood drawn for lab work on 06/24/2024 and some of the results are still pending. Quest cant tell me when the results will be completed and if they would still be accurate.
Business Response
Date: 07/16/2024
Dear ******************************,
Thank you for contacting Quest Diagnostics regarding your June 24, 2024 date of service. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Please know that your results have been completed, and the final report was delivered to the ordering physician on July 15, 2024.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:07/10/2024
Type:Product 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 had a blood test done on ***** 15th. My insurance processed it and I paid the amount due.In May I noticed on Quest's website that they said I have an outstanding amount due even thought I already paid in *****.Bill # ********* I called in about the bill in May and they said there was an invalid diagnostic code. They sent my doctor something to follow-up on. So they say...In June I called again, same thing, we sent your doctor....This month I called and....wouldn't you know it....same reply. "We sent your doctor"Quest is playing a game with my medical bill. Either follow-up with the doctor to get what you need or BILL ME.They think I'm gonna follow-up on this for eternity but I'm not. Either bill me or cancel it out of the system.For the record, no one ever sent me any communication since ***** 15th that there was an invalid diagnosis code. Nothing in the mail. Nothing in email. They can easily prove if they did. It doesn't matter but their response is going to be that they follow-up with the doctor. I was the one that initiated contact with them to see what was going on. That's fine, but now we're in July. Date of service was ***** 15th.They didn't follow-up on anything.PROCESS THE BILL...they're trying to scam me by keeping it in their system to get more money with collections.
Business Response
Date: 07/10/2024
Dear *********************************,
Thank you for contacting Quest Diagnostics regarding invoice.I apologize for any inconvenience and frustrations you may have experienced.Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Invoice number ********** was placed on a 45 day hold on July 9, 2024 by a billing representative. Your insurance provider denied one of your tests stating, Invalid diagnosis/services not covered per diagnosis. Attempts were made to contact the physicians office to verify the diagnostic codes on Mr.********** ***** however at this time Quest Diagnostics has not received additional information.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 07/10/2024

Complaint: 21968119

I am rejecting this response because:

No attempts were made to my doctor. I verified this with them multiple times. Let's see your proof that you send something to a doctor.

Business Response
Date: 07/10/2024
Dear *********************************,

I am sorry you don't believe that we sent the document to the physician's office. If you would like for me to personally send it again, please provide me with the fax number and contact name of someone in your physician's office so I can ensure it gets to the right person.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 07/15/2024
[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.]
Initial Complaint
Date:07/05/2024
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.
Specific Quest Diagnostics location but not listed on the dropdown - ************************************************************** On November 21, 2023 I was referred to do lab work at Quest Diagnostics for pregnancy related routine testing. I received a bill from Quest Diagnostics in January for $791.81. When speaking to Quest about the bill in March, I was advised that one of the tests was not approved by my insurance and that I would need to pay out of pocket for this testing, the total for this test was $616.21, CPT code *****. I called my insurance, ********** BlueShield of Illinois and spoke to a representative from Accolade to inquire on why the test was not being covered. It was declined because this is not a routine lab test that is ordered for pregnancy. I was advised that the ordering provider would need to provide supporting information as to why this test was needed. Once this information was received, they would review the claim again and make adjustments. In the meantime, Quest Diagnostics was advised by the healthcare advocate that they could not bill me for a testing that was not approved as outlined in the explanation of benefits provided by them. I have continued to receive the same bill from Quest for the same amount multiple times. I am still trying to get this billing issue resolved through my medical provider but Quest should not be sending me a bill for the disputed test and amount. This has caused stress due to medical bills owed that should not fall on me, and lost time due to the many times that I have had to call different businesses to try to get this resolved.
Business Response
Date: 07/08/2024
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.
Invoice number ********** for your November 21, 2023 date of service was processed by your insurance denying one of your tests and leaving a co-insurance/deductible. The denied test is not billable to the member. I have adjusted the invoice to reflect the correct patient responsibility of $175.60, please allow 24 hours for my corrections to reflect your invoice.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:07/02/2024
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.
7/2/24 AT 0900 ASMT APPOINTMENT WAS SCHELDUALED WITH ALL INFO AS ALWAYS INCLUDEING MY HEATH ********* NUMBER CAME IN BEING IN WHEEL CHAIR NOT EASY TO GET TO LOCATIONS GOT CALLED TO BLOOD BOOTH THE *** COAT PERSON SAID MY INSRANCE NUMBER NOT ABLE TO GET I SAID I'VE BEEN COMEING TO SAME LOCATION EVERY 3 MONTHS OR MORE OFTEN SHE SAID I WOULD HAVE TO PAY CASH I SAID NO IT IS HOW I MADE THE APPIONTMENTS AS IT ASK YOU TO MAKE IT FASTER FALSE ADVERTISIMENT THEIR WHY DOES IT ASK IT IF THEY NEED IT AGAIN AT THAT POINT IT WAS A BACK AND FORTH I AM IN A WHEEL CHAIR TO COME BACK AGAIN IS A WASTE OF GAS TIRES MEACHANICAL HUMAN WEAR AND TEAR VERY UNPROFESINAL OTHER TIMES I LET SLIDE THEY ARE NOT UP TO STANDARDS THIS MUST BE LIKE THE ***** VA SYSTEM NOW ***** AND THE **** OF THIS COAT NO PEOPLE SKILLS AND THE OVER BOOKING AT LOCAION MISSION TRAILS ONE WAY TO MUCH SHE WAS BAD NOT A GOOD ONE
Business Response
Date: 07/05/2024
Dear ***********************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced during your visit. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
If you would kindly provide me with the exact address of the patient service center you visited and a copy of your insurance card so I can insure we are billing with the correct information for your July 2, 2024 date of service.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:07/02/2024
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.
Date of service 07/02/2024 Time of service- 11;00-11:30 Community ************************************************** Received- Lab work I tried to reach Quest Diagnostics by phone many times and was unsuccesful The service that I received from the Phlebotomist was questionable and abusive.The Phlebotomost was very rude, unprofessional and when I questioned her about the low level of customer ********************** that I was receiving, she pushed the needle into my vein deeper than it needed to be as retailation. When she was done drawing my blood, she walked away leaving the tourniquet attached to arm and left me sitting there in confusion not knowing whether she was done or not. I asked if she was done and she responded yes. Is the norm for this company? My arm was left in severe pain yesterday because of the Phelebotomist unprofessional actions.
Business Response
Date: 07/16/2024
Dear *****************************,
Thank you for contacting Quest Diagnostics. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
After review of your experience, you were contacted by the Supervisor,******** for the Patient Service Center to discuss your concerns and left a voicemail. ******** advised he spoke with the phlebotomists and reminded them of being respectful to our patients
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:07/01/2024
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 given a specimen kit at my doctors office, I was instructed to fill the specimen container and drop it off. In all of the paperwork I was given I was never notified that I needed an app to drop it off. There was no one to ask any questions as the only form of communication is through the iPads. I was then told to was 40 minutes for someone to take the sample. I thought I could just drop it off, and go to my appointment that was 15 minutes away. The only way to talk to a human was to wait until another patient left and I walked in and was rudely met by 2 employees. Had there been a human i could drop off the specimen it would have been easier, there was nothing on any of the paperwork given to me by my doctor that I needed and appointment to drop it off. The kiosk is absolutely horrendous to use, none of the options were suitable and when that happens there is no one to speak with, I will do my best to never use quest but unfortunately quest has a monopoly on labs.please think about having a person in the waiting room to assist with the kiosks and to answer questions. It would have saved me a whole lot of trouble, frustration and time
Business Response
Date: 07/03/2024
Thank you for contacting Quest Diagnostics regarding ********************* concerns. I apologize for any inconvenience they have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

Quest Diagnostics does not require appointments to drop off a specimen kit. However, it is strongly encouraged and will receive priority. Our patient service centers do not have a receptionist on staff. The kiosk check in allows patients to indicate the reason for their visit. It does have an option for patients to indicate they are there to drop off a specimen. The kiosk also has a help option for when a patient may need assistance.

Thank you for bringing this matter to our attention. I appreciate the opportunity to respond to ********************* concerns and apologize again for their frustration. If you have any questions,please feel free to contact me directly.
Initial Complaint
Date:07/01/2024
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.
I had blood work done at Quest Diagnostics on 7/6/2024, using my ********** Blue Shield insurance. According to the Explanation of Benefits (EOB) from my insurance, the negotiated rate was $48.99, which I paid to cover my bill with Quest Diagnostics. I also forwarded my EOB to Quest Diagnostics as requested. However, Quest Diagnostics never acknowledged my correspondence and continued to send bills stating that I owe an additional $332.84. They are unjustly balance billing me. Today (6/30/2024), I received a collection letter from Credit Control LLC demanding payment of this balance.
Business Response
Date: 07/11/2024
Thank you for contacting Quest Diagnostics regarding your *************************. 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.

After review of the patients billing concerns and explanation of benefits, it indicates that the patient is responsible for the entire balance. Her insurance carrier processed her claim as out of network and followed her plan for out of network benefits. If the patient has any further questions, then she will need to contact her insurance carrier regarding how they processed her claim.

Thank you for bringing this matter to our attention. I appreciate the opportunity to respond to ****************** concerns and apologize again for their frustration. If you have any questions, please feel free to contact me directly.
Customer Answer
Date: 07/11/2024

Complaint: 21923579

I am rejecting this response because: The *** lists the amount Quest diagnostics agreed to accept in full for the services provided. And that is the amount I have already paid. If this thing is not sorted out, I have no option but to go toComplaint: 21923579

I am writing to express my dissatisfaction with the response I received regarding my recent medical bill from Quest Diagnostics.

I have already paid the amount that Quest Diagnostics agreed to accept in full for the services provided, as indicated on the Explanation of Benefits (***). However, I am still being asked to pay additional charges.

I have consulted with an attorney and the ********************************* and they have both advised me that I do not owe any further payments. I have also filed a complaint with ********* and they have confirmed this.

I am requesting that this matter be resolved promptly. If I do not receive a satisfactory response, I will be forced to take legal action against Quest Diagnostics.

Thank you for your attention to this matter.

Sincerely,

************************* court and file charges against quest diagnostics. I have already consulted an attorney and spoke with ******************************** who advised me what I needed to pay. I have also filed with ******** for the same reason and got the same response.

Regards,

*************************
Business Response
Date: 07/22/2024
As a one-time courtesy I have amended invoice 6181110994. There is no additional patient financial responsibility for this invoice.
If you ever have any questions or concerns, you can reach our Customer ********************** Department at 1-866-MYQUEST *************).

As a valued customer, we hope you will continue to use Quest Diagnostics in the future.
Initial Complaint
Date:06/27/2024
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.
Had blood drawn on 5/28/24 for a Stat BMP Blood Test.I have had Quest online account for years and can usually access these test results the same day or next at the latest as they are 'stat' and needed ASAP. It's now been a month and the website still says the test is in progress?I've made several phone calls to Quest customer ********************** with a long wait each time. They tell me the results are done but they are not sure why they are not posting to my online account and they will take care of it. They also state the results have not been sent to my Dr either but not sure why. But the charges for this blood test have been sent to my insurance and will be billed to me. The billing part was done correctly apparently?It's been a month now and my insurance and me will be paying for a blood test that is now useless.
Business Response
Date: 07/09/2024
Thank you for contacting Quest Diagnostics regarding *************************. I apologize for any inconvenience they have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

Please be assured that we take patient contacts very seriously. It is the policy of Quest Diagnostics to thoroughly investigate each complaint.

After review of the patients concerns, based on the way our automation system works,if a single test is marked STAT and is not accompanied by other tests, it will NOT be available in the patients MyQuest account. If a test is marked STAT and IS accompanied by other tests, it will populate to your MyQuest account with the other tests in that grouping. We are always available to email those single test results to the patient when they are completed, upon request. The patient may reach us at **************, option 1, then say MyQuest.

Thank you for bringing this matter to our attention. I appreciate the opportunity to respond to ******************* concerns. If you have any questions, please feel free to contact me directly.
Initial Complaint
Date:06/27/2024
Type:Product 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.
They keep sending me mail/bills for a ********************* who has NEVER lived at my address. I put return to sender does not live here but apparently they cant read or dont care. I want this mail to stop. I call and the call either hangs up or says they are not available. I want it stopped now!
Business Response
Date: 07/09/2024
Thank you for contacting Quest Diagnostics regarding ***************************. I apologize for any inconvenience they have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

Please be assured that we take patient contacts very seriously. It is the policy of Quest Diagnostics to thoroughly investigate each complaint.

After review of the patients privacy concerns, we have removed the incorrect information. There should not be any incorrect invoices being mailed going forward.

Thank you for bringing this matter to our attention. I appreciate the opportunity to respond to ***************************** concerns. If you have any questions, please feel free to contact me directly.
Customer Answer
Date: 07/09/2024
[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,

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

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Quest Diagnostics is NOT a BBB Accredited Business.