Complaints

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

close

Find a Location

Quest Diagnostics has 268 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/21/2025

  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 gave my credit card to a tech to pay a balance of $66.45.The tech took the liberty of enrolling me into an auto pay plan called Easy Pay.The Easy Pay plan was not discussed with me before, during, or after the tech used my credit card to enroll **** was not shown the computer screen to see what I was signing for (I assumed it was to reflect that I had completed the lab procedure).I was not informed that my card would be used in that manner.I did not knowingly consent to enrollment into the program.After being lied to by someone named ***** at corporate who stated that the disenrollment would have had to have been done within 15 minutes of the transaction, I was ultimately told that MAYBE Quest would be able to disenroll me from the program in a few days by a supervisor named *****. This is a deceptive practice.

  Business Response

  Date: 07/25/2025

  Dear ****** ********,
  
  Thank you for contacting Quest Diagnostics regarding your recent visit.
  
  I am very sorry that the phlebotomist at the ****************** processed a Quest Diagnostics Easy Pay without your knowledge.
  
  If your insurance provider indicates that you do not have a balance due/owed, your credit card will not be charged. At no time are funds held. Your card will not be kept on file for future dates of service, it was only applied to your recent date of service.
  
  Please know that the time to remove the Easy Pay pre-authorization has passed. However, if your card is charged, I will process a rush refund back to your card and send you an invoice for the amount owed.
  
  Sincerely,
  *********
  
  

  Customer Answer

  Date: 07/26/2025

  [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:07/19/2025

  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.

  7/19/2025 - have an appointment at 8:40am door lab work. They sent me text confirmation and check in via text. I arrived early. The building is locked. There were 5 people that had appointments and had to leave. One man said they were closed because they did not have the staff. At least two other people had an appointment. It is a Saturday morning. We had appointments. We received email verifications. And they are locked. The lights came on while I was at the outer door. You cannot reach a human at Quest. There is no recourse. My tests were fasting and no exercise and a urine test. This is unacceptable. We cant speak to anyone on the phone or at a location.

  Business Response

  Date: 07/22/2025

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

  Thank you for contacting Quest Diagnostics regarding your concerns. I am sorry for any frustration or inconvenience this may have caused.
  

  If you would kindly provide me with the exact address of the Quest Diagnostics Patient Service Center visited.
  

  Sincerely,
  Stephanie 

  Customer Answer

  Date: 07/24/2025

  
  Complaint: 23623943
  
  I am rejecting this response because:  They asked me a question and the BBB agent told me that is what I do.  

  The location was in **************, MO the Kingshighway Lab.  There is no way to contact a live agent on a Saturday.   I called Quest ************* on Monday and was told that I would hear from someone, I have not heard from anyone.   

  
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 07/25/2025

  Dear ***** *****,
  
  Thank you for providing me with the Patient Service Center location you visited.
  
  Please know the ***************** team of the ********* location investigated your concerns. The ********* site was short staffed in the morning. There was a miscommunication between the phlebotomists on site and the location closed. The supervisors of the region intervened and came to the ********* location to open and service patients again. The effected patients were not able to be notified within a timely manner. I do apologize for any inconvenience this may have caused.
  
  Miscommunication with the phlebotomists has been addressed by the ***************** team of the ********* location. Please be assured that both phlebotomists involved have been coached to make sure communication is a priority and to allow the patient to make the next step decision.
  
  I appreciate the opportunity to respond
  
  Sincerely,
  Stephanie 

• Initial Complaint

  Date:07/19/2025

  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 never gave Quest permission to charge my credit card as a "stored credit card". I have never given any Quest any permissions to do so, at any time either verbally or written. I was never asked if my credit card information can be stored, if I had been, I would have said absolutely not. However, they did so. I have been using Quest as a lab for many months. At some point I used my credit card to make a copayment. And from that point on, they have been charging it for services, without my consent/approval/permission. I contacted Quest by phone to tell them that I do NOT want them to do this. They did NOT have permission to do so. The representative stated that they do not have a stored card, but I "must have given verbal permission at some point". This is totally false. I never store credit cards due to privacy and security concerns I have regarding data breaches, cyber crimes, etc. There are way too many scams going around, and personal information floating around, and I want no part of that. I do not want my credit card stored by any organization including Quest. They did not have permission to do so. I told the representative I do NOT want my card stored in order to be charged. I want to receive a bill that I can look over and submit my payment when and how I prefer. And yet, they continue to make unauthorized charges for services, rather than send a bill. They are charging my credit card in an unauthorized manner, without my knowledge, consent, or permission. How are they able to charge my credit card for amounts I know nothing about, am not authorizing, and explicitly directed them to never store my card or charge it? I want a bill generated that I can keep for a record, and pay it accordingly without having a credit card stored without my consent. My credit card information must be removed and they must stop charging it at random when they feel I owe a balance. Bill me, and I will submit payment and NOT with a stored card that I did NOT want stored.

  Business Response

  Date: 07/30/2025

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

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

  I apologize for any inconvenience this issue may have caused you. What you are referring to is the Quest Diagnostics Easy Pay Program. With one step, at the time of service, you authorize a charge which will only be used to pay any balance that remains after your insurance company processes your claim. If your insurance provider indicates that you do not have a balance due/owed, your credit card will not be charged. At no time are funds held or is your card held for future dates of service.
  

  Should you not want to participate in our Easy Pay program, you can decline, and we can send you an invoice if there is a patient responsibility remains after the insurance processes the claim.
  

  Sincerely,
  Stephanie 

  Customer Answer

  Date: 07/30/2025

  
  Complaint: 23623825
  
  I am rejecting this response because:
  I was NEVER asked about this program at any time. More importantly I have NEVER authorized using my card or  participating in this program and having my card stored. Never once. Because I would have said absolutely not. I also spoke with a Quest representative when my card was charged a second time without permission and stated what I have stated in my complaints. Quest did NOT have my permission to use my card for billing in any program. I do not authorize quest and want my credit card that Quest clearly stored and has used TWICE now without sending me a bill and without my authorization, removed and deleted immediately. This is fraud. You may NOT use my card at your leisure and I never gave permission to do so. I do NOT authorize this program, and was never asked. How dare you take a card I paid for at the time of service and use it for future charges without my permission?? If I owe a balance BILL ME. And I have contacted quest several times to stop this, yet Quest continues to use this card for payment. Unacceptable. I was never notified of any program, dont want to be enrolled, and want immediate removal of the stored credit information from Quest systems. 
  
  
  Regards,
  
  ****** ****

  Business Response

  Date: 08/01/2025

  Dear ****** ****,
  
  You card is not kept on file for future services. Should you not want to participate in our Easy Pay program, you can decline to provide your card at the time of service, and we can send you an invoice if there is a patient responsibility remains after the insurance processes the claim. 
  
  Sincerely,
  Stephanie 

• Initial Complaint

  Date:07/18/2025

  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 am having an issue with bill **********. My insurance denied a portion of the testing inappropriately. I contacted my physicians office in March and they stated Quest had never sent them the request to provide the diagnoses codes. I spoke with Quest customer ********************** and they confirmed this and indicated (1) they would send the request to my physician to receive the codes and (2) they would hold the bill until my insurance reprocesses the claim with the complete information. I waited several months and followed up with Quest to inquire if they had re-sent the claim to my insurer. Instead of responding, Quest sent me a bill for the full amount my insurance erroneously did not cover due to the missing information. Ive contacted Quest multiple times and received one communication stating: We are unable to process your request for the reason(s) indicated below.?- Additional/Missing/Corrected Diagnosis Codes: Please request your referring physicians' office to submit this information directly to our billing department. I tried to respond but the message was undeliverable and Quest did not respond to my subsequent contacts. Had Quest responded, they would know we had already done this in March and they were to hold the bill until they re-submitted the claim to my insurer and had the claim reprocessed. Additionally, I was not told before testing that I would owe this amount. I should have been told about any amount I would owe over $300.

  Business Response

  Date: 07/22/2025

  Dear *** *****,
  

  Thank you for contacting Quest Diagnostics regarding your January 7, 2025 date of service.
  

  Please know Quest Diagnostics submitted a request to check patient records on March 21, 2025. The invoice was placed on a hold for 45 days, however the reason you received another invoice is because the invoice fell off the 45-day hold.
  

  Quest Diagnostics has not received a response from our inquiry to the ordering physician. If you would like me to send the document again to their office for review, please provide the fax number and name of someone in the office.
  

  Sincerely,
  Stephanie 

  Customer Answer

  Date: 07/22/2025

  
  Complaint: 23621682
  
  Please do contact my physicians office again. You may fax them at ************. Attn: *****. Once you receive that information, please resubmit the claim to my insurer. In the meantime, please confirm you will (1) reinstate the indefinite hold customer ********************** previously indicated would be on this bill pending reprocessing, and (2) inform me if you are still lacking the needed codes rather than send me a bill with no explanation or justification given the previous assurance that the bill would be held pending reprocessing.

  Additionally, you have failed to provide an explanation as to why I was not told of the cost prior to the testing, when I should have been informed of the amount of any charges over $300.

  
  
  
  Regards,
  
  *** *****

  Business Response

  Date: 07/25/2025

  Dear *** *****,
  
  Invoice number ********** has been placed on a hold and another document has been faxed to ***** with the fax number you provided.
  
  The invoice will be on a hold for 45 days, once the invoice falls off the 45 day hold the patient will receive another invoice. Please follow up with ***** at the ordering physicians office regarding the documentation sent on July 25, 2025.
  
  Patients can obtain a paper copy of the testing being ordered by their physician prior to services. Patients can contact their insurance carrier prior to services to be advised whether 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 test 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.
  
  Sincerely,
  Stephanie 

• Initial Complaint

  Date:07/15/2025

  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 can not verify my identification on their dashboard in order to see my results. I have spent an extraordinary amount of time, mainly on hold, trying to resolve the problem. No one wants to help. I do not believe I should be paying for tests I can't access.

  Business Response

  Date: 07/21/2025

  Dear ***** *****,

  Thank you for contacting Quest Diagnostics regarding the difficulty you are having accessing your account.

  If you would please let me know if you are still experiencing issues, so that I can connect you with our MyQuest team.

  Sincerely,

  Stephanie 

• Initial Complaint

  Date:07/14/2025

  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.

  In late October of 2024 I was sent refund checks by Quest which I presumed were due to prior overpayments or discrepancies with insurance payments. I deposited the checks in November and the bank notified me of stop payments on them and subsequently charged me $45 in fees. I messaged Quest in their portal regarding the matter and got no response. I then received letters in the mail with Quest's logo, no return address, no postmark, and no signature. The letters are dated October 4 2024 and state that "On or after October 4" erroneous checks may have been sent. The date on the check is October 24; these letters appear to have fradulently been created well after the fact, and without consideration of what logical dates to use - why would they have written a notice of a check that had been sent in error 20 days before the check was created?I again contacted Quest regarding this matter and they requested I send documentation to ********************************** I did so and heard nothing. I spoke with someone on the phone who told me they saw record of me submitting the documentation and would call me back in a couple of days (they did not). I used the portal multiple times to request info and got told they now wouldn't refund the bank fees, despite initially implying they would. After multiple other messages through their website and phone calls I called again on April 23 and eventually got escalated to a ****** ********. ****** said they had refunded bank fees in the past and that the request would be processed and that getting a refund should be no problem. I received no follow up info and no refund. I have tried emailing ****** multiple times (no response), and called Quest again, at which point I spoke to someone who said they would email ****** ******** for me and ask for follow up. I have heard nothing. I will be avoiding Quest for all future services, as their lack of accountability and lack of customer ********************** has been ridiculous.

  Business Response

  Date: 07/22/2025

  Dear S ****,

  Would you please provide the name and address I can send your $45 check to?

  Sincerely,

  Stephanie 

  Customer Answer

  Date: 07/23/2025

  
  Complaint: 23596480
  
  I am rejecting this response because:
  
  

  Information for refund check:

  ***** ****

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

  Meriden CT

  06450

  
  

  
  
  Regards,
  
  S Dane

  Business Response

  Date: 07/25/2025

  Dear S ****,
  

  Thank you for confirming your address, a check in the amount of $45 has been processed. Please allow 2-4 weeks for you to receive this in the mail

  Sincerely,
  *********

• Initial Complaint

  Date:07/12/2025

  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.

  My name is **** *******. I am an elderly and disabled man. In 2016, the *************** placed me on SSDI benefits for various medical conditions from which I suffer from.I have been receiving continued harassing medical bills from Quest for tests that have always been covered by my insurance plan. Furthermore, my doctor has contacted Quest to provide them with whatever diagnosis codes necessary to make sure this test continues to be paid for by them. I have repeatedly told this information to Quest, yet they continue harassing me which has caused some of my medical conditions to be exacerbated. My doctors will testify to this if necessary. Because of this, I have consulted with legal counsel. My attorney advised me to try and resolve this matter by contacting the BBB. However, if that does not work, please understand that we will utilize all legal remedies to resolve this matter, which will include but not be limited to contacting all applicable social and news media outlets, government agencies, and filing a lawsuit for costs plus damages.

  Business Response

  Date: 07/14/2025

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

  Thank you for contacting Quest Diagnostics regarding the invoices you have received.

  If you would kindly provide an invoice number for further investigation into your concerns.

  Sincerely,

  Stephanie 

  Customer Answer

  Date: 07/14/2025

  
  Complaint: 23592252
  
  I am rejecting this response because: I forwarded your response to my attorney. He instructed me to provide you with the following information - Bill number **********. We are willing to give you one week to permanently delete this fraudulent bill from my records. Failure to comply will leave us no choice but to proceed with the steps outlined in my initial complaint
  
  
  
  Regards,
  
  **** *******

  Business Response

  Date: 07/17/2025

  Dear **** *******,

  Invoice number ********** is at a zero balance no patient responsibility.

  Sincerely,

  Stephanie 

• Initial Complaint

  Date:07/10/2025

  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 is committing fraud and tryingto collect payment for services they claim is with an insurance company that i never used. i sent an email in March as well as one of their techs added an email to their system stating that i do not have ***** insurance; never have.
  
  on july 3rd, i spent my time and gas to get a draw and was told that i need to pay a bill before i can get services and that the bill had been paid by insurance. It's just a quirk that their system shows ***** instead of blue shield. this is quest's system and you can't fraudulently add an insurance provider i know nothing of and claim that i owe money to your company and that the mistake is a quirk. that's called fraud. all other bills have been sent to the correct insurance company before and after this 2024 date. the bill is **********. if i am sent to collections for this i will sue quest as i have worked very hard on my credit rating. all other bills have been paid. this is entirely quest's fault and issue.

  Business Response

  Date: 07/11/2025

  Dear ****** *********

  Thank you for contacting Quest Diagnostics.

  If you would please provide me with your insurance name, member ID number and group number of the active insurance you had for your November 25, 2024, date of service.

  I appreciate the opportunity to respond.

  Sincerely,

  Stephanie 

  Customer Answer

  Date: 07/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The business can contact me via my email address as they should have. I am not comfortable providing my personal information via third party systems.  Further they already have the information since they have been billing the proper insurance. 

  ************************* 
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:07/08/2025

  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 diagnostic says I owe a bill of $10 sent the bill to a collection agency and continue to bill me after. I dont owe them $10.

  Business Response

  Date: 07/09/2025

  Dear Dammonica White,

  The invoice number you provided has no balance.

  Stephanie 

• Initial Complaint

  Date:07/08/2025

  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.

  i am being billed incorrectly, left 3 messages with my contact, and no return calls. I need my bill to be fixed, I am being charged for diag instead of preventative

  Business Response

  Date: 07/11/2025

  Dear ***** ********,

  Thank you for contacting Quest Diagnostics, if you would kindly provide your invoice number for review.

  Sincerely,

  Stephanie