Business Profile

Medical Lab and Testing

Quest Diagnostics

Headquarters

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Complaints

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

Customer Complaints Summary

1,340 total complaints in the last 3 years.
398 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/03/2024
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 visited Quest for a blood draw for labs as requested by my physician. Some time after my appointment where they collected the blood samples I got a call from Quest stating that they had an issue with the sample and I would need to return and redo the process. The nearest Quest is approximately 4-5hrs drive from where I was living at the time. Quest Diagnostics still billed my insurance and is billing me for the lab draw. There are no results for this lab draw in my account and the doctor that requested them has not received anything from Quest.I would like the bill canceled for me and for my insurance since the stated services were not provided.
Business Response
Date: 06/05/2024
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.
After further investigation of your results and invoice number **********, the co-insurance/deductible of $19.62 is for test Cobalt,Serum/Plasma, which was able to be performed from your February 2, 2024 date of service. The results of this test has been sent to the ordering physician on February 6, 2024. You are not being billed for the remainder of your testing that was not able to be performed or for the venipuncture. Please let me know if you do not see these results in your MyQuest patient portal.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 06/12/2024

Complaint: 21797634
Thanks for the follow up.
I am rejecting this response because: I still do not see the results from my blood draw in February 2024 (I do see results from 2015, 2016 and 2019) and the physicians office has not received my 2024 results from Quest.
It's extra frustrating that when we tried to fix this on the phone Quest staff insisted that I had to call my physician and have their office report to Quest that they have not received the results. This all has required a lot of work and time trying to fix this issue. I expect that I will have to complete the blood work again, and that will be an additional amount of time spent for the travel, appointment and then explaining the situation to my insurance company.

Regards,

*****************************
Business Response
Date: 06/14/2024
Dear *****************************,
Please know that the report from your February 2, 2024 date of service was delivered successfully to the physicians account on February 6, 2024. Today, June 14, 2024 I had the results sent again to their office.
In December 2023 we are showing you made changes to your My********************** account and there was not a re-verification of your identity. Because of this, you were not able to see your results on your My********************** patient portal for the February 2nd date of service. I have connected with our My********************** team who advised they will be having your report delivered to your account, please allow ***** hours for you to see this change.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. ********************** Experience Support Liaison
Initial Complaint
Date:06/01/2024
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 am filing a complaint as a previous employee of Quest Diagnostics. I have been trying to obtain information from the Quest Diagnostics benefits department for a long time. I have faxed in the request document and I will not call back only to be told the fax wasn't received or to be hung up on. I have a right to know where my 401k money went and it has been years since I was an employee at Quest. I have already contacted the financial company used by Quest for this, and they are stumped as to what happened with the money I paid into it for years. It is unacceptable to keep this information from former employees and to deal with rude representatives who hang up on me.
Business Response
Date: 06/06/2024
Dear *********************************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced.
Please know that someone from HR will be contacting you shortly regarding your concerns.
I appreciate the opportunity to respond to your concerns.
Sincerely,
**************;
Sr. Quest Experience Support Liaison

Customer Answer
Date: 06/06/2024
[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:05/31/2024
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 is not billing properly. I have insurance that will cover the costs. The issue has been explained to me as they need to resubmit the claim. I've helped them get in touch with my doctors office for a form update as requested and they continue to send me statements requesting payment for the full amount. Despite numerous calls to both Quest and my doctor this issue is still unresolved. My insurance company never received the claim to pay. Quest has all my insurance information. This is an issue with Quest based on everyone I have spoken to including Quest.
Business Response
Date: 05/31/2024
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.
The June 3, 2023 date of service was processed with your insurance company, Quest Diagnostics received a response on June 22, 2023 with claim number H100001062872359. Five of your tests were denied stating non-covered services per the diagnosis and one was denied due to policy maximum & coverage limit met.
Please know only the physician that treats the patient can provide the diagnostic coding for the testing as the diagnostic codes provide the reason the testing needs to be performed. Attempts were made to contact the physicians office to verify the diagnostic codes on Mr. ******** order however we have not been provided with any additional information.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:05/30/2024
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.
In 2023, I underwent several blood tests at Quest. The first visit went smoothly, with an estimated bill of approximately $366, which matched the final charge and which I paid in full.The representative who **** my blood was excellent.However, during my second visit on 10/16/23, the experience was extremely poor. The system showed several duplicate tests due to overlaps. I asked the technician to cancel the duplicate tests, but he refused, assuring me that I wouldnt be charged extra and even encouraged me to take a photo of the screen. Additionally, one of the tests, for C1 esterase inhibitor, was not on my paperwork and was unnecessary. Despite my objections and explaining the irrelevance of this test, the technician insisted on including it.The technicians incompetence extended to the blood draw itself, which required multiple attempts and caused unnecessary discomfort. He assured me that my final bill would be around $100, which I agreed to pay.On 12/19/23, I had another blood draw at Quest. This time, the representative was professional and competent. At that point, I had not yet received a bill for the 10/16/23 visit. The computer system again estimated the cost to be around $100 for this visit, which seemed reasonable. However, I soon started receiving multiple bills for both the October and December collections, totaling hundreds of dollars. The technicians actions on 10/16/23, were unacceptable and led to these billing issues. I was misinformed about the costs and subjected to unnecessary and duplicate tests. I had reached my deductible by the second collection I am not in a position to pay these inflated bills, and I do not want to be sent to collections for an error that should never have occurred.I seek a resolution to correct these charges and ensure the technician from October 16, 2023, is appropriately coached. This situation must be rectified to prevent further stress and financial burden.Thank you for your attention to this matter.
Business Response
Date: 06/11/2024
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 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.

Thank you for your continued patience, you will be contacted with a follow up, following the investigation.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 06/24/2024

Complaint: ********

I am rejecting this response because:

Reopen case ******** Quest responded that I will be contacted, but it has been 10 days since their response and no further contact has been made

Regards,

*************************
Business Response
Date: 07/05/2024
Dear *************************,

I apologize for the delay in response, I have sent correspondence to the management team of the patient service center you visited to have them follow up with you.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 07/09/2024

Complaint: 21777839

I am rejecting this response because:

Not only have I not received any communication or resolution.
My bills from the visits I mentioned have been sent to collections
Business Response
Date: 07/11/2024
Dear *************************,
The patient service center management team contacted you on 7/9/24 & 7/10/24 leaving a voice message to speak with you regarding your concerns. Within the voicemail, you were provided with a call back number for the patient service center.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 07/24/2024

Complaint: 21777839

I am rejecting this response because:

Not only has no one reached out to me, my bills are now in collections with no resolution whatsoever.
Business Response
Date: 07/24/2024
Dear *************************,
The patient service center management team contacted you on 7/9/24 & 7/10/24 leaving a voice message to speak with you regarding your concerns. Within the voicemail, you were provided with a call back number for the patient service center.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:05/24/2024
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 am writing to file a formal complaint against Quest Diagnostics regarding their handling of billing and insurance information. As a long-time customer of Labcare, I had never encountered issues with billing and insurance processing. However, since switching to Quest Labs, after their takeover of Labcare, have faced persistent problems.Despite numerous attempts to rectify the situation through phone calls to Quest Labs and even a three-way call with my insurance company, the issue remains unresolved. Quest Labs continues to collect insurance information incorrectly, causing undue stress and inconvenience on my part.As a disabled individual, the added burden of dealing with these billing discrepancies exacerbates my already challenging circumstances. I rely on accurate and timely processing of insurance information to access necessary medical services, and Quest Labs' failure to address this simple issue is unacceptable.I request that the Better Business Bureau intervene and investigate this matter thoroughly. It is crucial that Quest Diagnostics takes appropriate measures to rectify their billing and insurance processing procedures to ensure that other customers do not face similar challenges in the future.Thank you for your attention to this matter.
Business Response
Date: 05/30/2024
Dear ********* D'Raib,
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.
If you would kindly provide the patients invoice number and your insurance information for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
Date:05/24/2024
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 my blood drawn today, Friday, May 24, 2024, at Quest Diagnostics at ***********************************************The employee there (did not give me her name) complained that I had too many orders from different doctors, and that it would take a half an hour and take time away for the people waiting. She was very rude and unpolite. There were about 15 vials taken and it was done in less than 10 minutes, so it did not take time away from any other patients. After she finished, I told her that there more than 10 vials which she previously mentioned that there were not that many. When I said that, she stopped putting a band aid on my arm and I had to remind her that I was bleeding. She was very rough while putting on the band aid.As I was leaving, I asked to speak to the person in charge and she stated that there was no one in charge. Another employee came in and I asked to speak to someone in charge or the office manager and that employee stated that there was no office manager and no one in charge.I would like to find out the person in charge of the lab so that I can make a formal complaint and receive an apology for the rude and harsh treatment, which created a lot of stress for me.
Business Response
Date: 06/04/2024
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 sincere apologies for your experience. Your visit did not meet Quest Diagnostics Everyday Excellence service level. The Patient Service Center Leadership has addressed your concerns with their team and a voicemail has been left for you on Monday June 3, 2024 from ******, Senior Leadership for the ************ location
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:05/22/2024
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.
On May 17, I went to Quest on ********************* for a blood test regarding CMT/HNPP. The technician had NO idea what to do; she said she required further information from my doctor, who had already faxed the information twice earlier in the same day. It appeared she was simply trying to get rid of me. I was able to immediately reach my doctor's ****** to request additional info be faxed to her; they said they would fax this info immediately more info. I quickly reached my doctor's ****** and they agreed to immediately fax additional info. Then the technician, who simply wanted to me to go away, said it takes a minimum of 30 minutes for her to receive a fax. She asked me to wait in the hallway even though I had an appointment. 90 minutes later she said she received the fax, and then took a blood draw. She had me confirm my name on the label applied to the vial and informed me the blood draw would be sent to a special lab in ********, **. After hearing nothing for five days, I looked up my test results at Quest.com. There was no record of the blood draw having taken place. I then called Quest's customer ********************** line and they said there was no record of any blood draw having taken place and that they require more information from my doctor - the same thing the technician had said before his ****** sent a third fax to the facility that took my blood draw. Because of the incompetence of Quest, I have made no progress in advancing this blood test which is incredibly important to my treatment plan for advanced prostate cancer.
Business Response
Date: 05/31/2024
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.
As a follow up to the investigation the Patient Service Center Leadership of the ********** location has contacted you regarding your concerns.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 05/31/2024

Complaint: 21747238

I am rejecting this response because:

Today, May 31, more than a week after my phone call to Quest-Diagnostics when they informed me they had no record of my blood draw on May 17, I received a voice message from Quest saying that my blood sample has been sent to *********** in ***********. Starting on the day Quest informed me they had no record of my blood draw, I did a lot of research on my own and was able to locate my blood sample at *********** in *********** - I did this completely on my own with no help from Quest. At this point, the matter is resolved due to significant effort on my part with no help from Quest. While I still do not know if Quest has a record of my blood draw, which was performed at their facility on May 17 (they said they had no record of it in my call to them more than a week ago), it doesnt matter at this point because I was able to locate my blood sample at the testing facility on my own with NO help from Quest. I believe that, if I had not filed a complaint with the Better Business Bureau, I would never have heard back from Quest. And their voice message, which they left today, occurred more than a week after my call to questAnd several days after I filed a complaint with the Better Business Bureau.

Regards,

*********************
Initial Complaint
Date:05/21/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was looking to take an allergy test and saw quest saying they had multiple labs and openings. Prior to purchasing they had multiple time slots available weekends and were close. It then made me purchase the test and then when I went to book an appointment all of those time slots and labs magically disappeared. I purchased based off the convenience they advertised, and that all went away after making the actual purchase. I feel this is very bait and switch, I contacted customer ********************** and they told me I had to contact a different team and provided a number, I called the number waited on hold for over ************************************************************************************************************* to another hold line that was over an hour. I just want my purchase refunded 100% and they are giving me a run around.
Business Response
Date: 05/23/2024
Dear *********************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding quest health. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
If you would kindly provide me with your order number so I can further investigate and have your purchase refunded.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:05/17/2024
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.
I have a primary insurance and a secondary indsurance(********). Whatever my primary insurance doesnt cover, my secondary covers in full. I have routine labs drawn very frequently, and have been receiving bills from Quest. I was under the impression that my secondary was billed but didnt cover everything, until a quest employee drawing my blood told me I shouldnt have a balance because I have ********* Upon further investigation, I learned this was true. I called quest and explained the situation and was told they would re-bill it. I then continued to get bills in the mail and spoke to ******** and they told me that Quest is not billing it correctly to them, and that they need to bill it correctly. I contacted Quest again and explained the situation, told them what ******** said, and they re-billed it again. Now, two months later, I am still receiving bills that Quest is refusing to bill correctly.
Business Response
Date: 05/21/2024
Dear ************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experience regarding your invoices. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Please know our billing system does not store secondary insurance information. A secondary carrier will not be billed automatically.After the primary carrier processes the claim and determines patient responsibility you would receive an invoice and then contact the billing team at Quest on the number on your invoice for us to submit a claim.
Please disregard the invoices you have received as the claims are being billed to your secondary insurance, ********* All invoices have been placed on a hold to allow time for processing.
If the consumer has any further questions or concerns, they can reach our customer ********************** department at 866-MYQUEST *************) or billing department at ************. They can also visit our website www.Questdiagnostics.com.
I apologize for the time you have spent on having your concerns resolved and I appreciate the opportunity to respond.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:05/17/2024
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.
i work temp jobs and have to take drug screening often. Every time they send me to quest i have to do the drug test over again. i drink one bottle of water and results come back could read it water in it. This has happened numerous times. I am 57 years old and since i moved to this area this has been happening. I have to take a uber to facility ever time it is inconvenient and down right incompetency. Please re train the staff i never had this issue in other states!!!!! i normally go to ******* and ********!!!! im losing out on jobs because of this!!!!!!!!!!!
Business Response
Date: 05/21/2024
Dear *************************,
Thank you for contacting Quest Diagnostics regarding your results. 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 please provide me with the following additional information so I can further investigate:

Exact address of Quest Location visited
Date(s)of service

I appreciate the opportunity to respond to your concerns.

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

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