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

1,343 total complaints in the last 3 years.
397 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:07/08/2025
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.
Quest Diagnostics made a billing code error which resulted in my card being charged ****** back in Nov 2024.They did not reach out to my physician's office for clarification instead my physician's admin ended up contacting them in Dec 2024. I contacted Quest and they advised that they would rectify (Dec 4).Jan 8, 2025 - my insurance company contacted Quest and informed them that I was owed a refund as the charges were covered. I contacted Quest Jan 24, Feb 6, Apr 14, May 22, last date being June 13 (representative ********).I was told by each representative that I would receive payment within 3 to 5 weeks after calling, which NEVER happened.I would appreciate the BBB's assistance as this has dragged on for far too long.Thank you-
Business Response
Date: 07/09/2025
Dear ****** *******,
T**** you for contacting Quest Diagnostics regarding your refund.
I am sorry that the billing department has failed to get you your refund. Please know that I have requested a rushed check refund in the amount of $100.00. The check will take approximately 2-3 weeks to be received.
Again, I am sorry for the time and effort you have spent on having your concerns resolved.
Sincerely,
Stephanie
Customer Answer
Date: 07/09/2025

Complaint: 23570151

I am rejecting this response because:

This is the exact same response that i have received for months on end. Please explain why issuing a check takes the better part of a month and why expediting seems to be so difficult in this case.

Regards,

****** *******
Business Response
Date: 07/09/2025
Dear ****** *******,
I do not work in the billing department and cannot tell you what their delay is, however, I personally submitted the refund myself this morning and it has been approved. Your refund when requested with the billing department never got approved.

Sincerely,
Stephanie
Initial Complaint
Date:07/07/2025
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.
On April 17, 2025, I was denied medically necessary service and escorted out of the Quest Diagnostics lab facility by the lab technician after providing all necessary documentation including an active insurance card and a lab requisition. The technician did this because I did not provide a credit card and asked to be billed once my insurance was charged.
Business Response
Date: 07/07/2025
Dear ******** *******,
Thank you for contacting Quest Diagnostics regarding your April 17, 2025 visit.
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 the exact address of the Quest Diagnostics Patient Service Center visited for investigation.
Sincerely,
Stephanie
Customer Answer
Date: 07/07/2025

Complaint: 23564405

I am rejecting this response because:
The response from the organization asks for the address of the location so I am providing more details. The location where this happened was: **********************************************************************. The employee was ******** Z, and she was simply following the procedure.
I would like confirmation that this procedure will either change or that this is not the procedure. Patients should not be denied medically necessary care when they have provided active insurance cards. I did not provide a credit card because the estimate that was provided to me was wrong. I have no copays for lab work but the estimate stated $25. I asked to be billed as needed after insurance had been charged and instead I was denied care and escorted out of the office.

Regards,

Jonathan
Business Response
Date: 07/17/2025
Dear ******** *******,
Thank you for contacting Quest Diagnostics regarding your April 17, 2025 date of service and for your patience while we investigated your concerns.
After reviewing your experience from your visit, the Supervisor of the ******** location investigated your concerns.Please know the employee that serviced the patient on April 17, 2025 is no longer with the organization. However, the team of the location has been further coached.

Patients are not denied service if they do not provide payment at the time of service for our Easy Pay program. If a patient has an overdue balance, it may impact a patients ability to proceed.

I appreciate the opportunity to respond.

Sincerely,
Stephanie
Initial Complaint
Date:07/01/2025
Type:Billing 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.
Re: Claim #**********, Date of Service: 3/17/2025 This claim was initially denied by my insurance as non-covered, and part of the associated charges were billed to my credit card by Quest. However, the claim has since been reprocessed and fully paid by my insurance provider on 6/6/2025, with zero patient responsibility.Despite multiple attempts to inform Quest via the online contact form, the updated insurance payment has not been reflected in your system. My responsibility has not been adjusted, nor have I received a refund for the amount charged to my credit card. I keep getting bills from Quest for this DOS.For privacy reasons, I am not attaching the *** or other documents containing PHI, but I can provide them upon request through a secure method.
Business Response
Date: 07/09/2025
Dear ****** **************,
Thank you for contacting Quest Diagnostics, please know your refund of $40 has been processed.
Sincerely,
Stephanie
Customer Answer
Date: 07/09/2025
[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:07/01/2025
Type:Delivery 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.
3/10/2025- I attended a scheduled appointment at Quest Diagnostics to have a blood draw for an upcoming annual wellness visit with my PCP. I noticed the $50 co-pay which was unusual, because it was related to the wellness visit. The provider's office stated they did not use the wellness V code when this order was placed. They changed the order and sent to Quest Diagnostics and UHC. UHC actually processed correctly, however, Quest Labs continues to bill me (actually a double-bill for the same blood draw and tests) for the $50 copay for the originally ordered tests.
Business Response
Date: 07/09/2025
Dear ******* ****** ****,

Thank you for contacting Quest Diagnostics regarding your March 10, 2025 date of service.

After reviewing invoice number ********** for your March ******* date of service, UHC processed the claim with a $50 co-insurance/deductible.The insurance reprocessed the claim and Quest Diagnostics received a response on June 12, 2025, claim number ***********, UHC upheld their denial leaving the patient with a $50 co-insurance/deductible.

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 provide it to me for review.

Sincerely,
Stephanie
Customer Answer
Date: 07/09/2025

Complaint: 23545364

I am rejecting this response because:
they are failing to see the claim was resubmitted by Quest with the correct Codes using the V-code b/c it was for my annual wellness visit. just b/c they re-submitted the incorrect claim again. I have pointed out to them and sent them the copy of the 2 EOBs one that was correct leaving me with a zero co-pay b/c it's a wellness lab draw and the original claim which was coded incorrectly leaving me with a $50 copay and UHC only paying $2.68.
The date of service is exactly the same 3/10/25- this isn't difficult but Quest is failing to recognize the resubmission/correct by the ordering physician whose assistant put in the order with the 'WRONG CODES!! I am well-versed in anything related to healthcare b/c I'm a provider and I worked for *********/BS for a number of years.
The issue with the denial was b/c UHC illegally retroactively cancelled my Cobra coverage due to ******** Eligibility in March, but they cannot do that. So again, sending it through again b/c they denied it was the wrong action, too.

Regards,

******* ****** ****
Business Response
Date: 07/10/2025
Dear ******* ****** ****,

Would you please provide your explanation of benefits showing the zero patient responsibility.

Sincerely,
Stephanie
Customer Answer
Date: 07/15/2025

Complaint: 23545364

I am rejecting this response because:
They are trying to get payment for duplicate billing which is insurance fraud. The date of service 3/10/2025, had wellness blood draws and the coding was corrected and went through insurance. The claim with the $50 copay was incorrectly ordered using non-wellness coding by the provider's office. I don't owe that co-pay b/c it was for the SAME BLOOD Tests only for an annual wellness.

Regards,

******* Lauren ****
Business Response
Date: 07/17/2025
Dear ******* ****** ****,

Please provide your explanation of benefits from UHC showing the patient is not responsible for the $50 co-insurance/deductible.

Sincerely,
Stephanie
Initial Complaint
Date:06/30/2025
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.
July 17, 2024 when my son had labs drawn at a Quest diagnostics here in *******. I've used my work insurance with Cigna Allegiance. All lab results came back and when the first bill came, I've seen that there is a lab named "UNLISTED SPECIAL SERV/REPORT - CPT code *****" amounting to $89.04 that my *************** did not pay because the reason was "UNLISTED", it has no particular name/procedure on the explanation of benefits of the lab work. Somebody from that lab, she cannot find the specific name of the lab order on their lists, so she entered it as "UNLISTED". So my insurance is not paying this since & Quest has the audacity to charged it to me. I've complained to my *************** **** we did a 3 way phone call involving me, quest diagnostics *** for lab bill and Cigna advisor. The Quest *** said that they will look at the charges, no need to pay on my part and will bill later when they have the answer on why it was entered as "UNLISTED special Service/***ort". Cigna Explanation of Benefits reference code I2289 - please submit with office notes. This is for quest to submit to them what is needed. Then this May 21, 2025, I received the same bill with the UNLISTED special serv/***ort for $89.04, still not resolved and still charge on me. I have called Cigna advisors so they can call Quest on my behalf about how to resolve this today or this year. I'm sure my *************** will cover this particular lab in question had Quest only entered the lab name properly. I'm a Nurse working in a hospital, and I know if you cannot find a particular lab name or procedure name, there is a way to enter it properly. So I need help on this Quest bogus billing of lab work that needs to be straightened out so my *************** can pay them properly.
Business Response
Date: 07/11/2025
Dear ****** ***** *****,
Thank you for contacting Quest Diagnostics regarding your son's invoice.
Please know after reviewing invoice number **********, the invoice has been amended to reflect a zero-balance no patient responsibility. If you would kindly allow ***** hours for the invoice to reflect.
I am sorry for the time and effort you have spent on having your concern resolved.
Sincerely,
Stephanie

Customer Answer
Date: 07/11/2025
[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:

Good Afternoon. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I hope this is the last bill that Quest will send me for the account number and date involved. Thank you so much BBB for the help. God bless you guys.

Regards,

****** ***** *****
Initial Complaint
Date:06/30/2025
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.
They continue to send me bills for the incorrect amount requesting I pay an amount that has not been reduced by insurance coverage. Ive had to call multiple times and they tell me to talk to my insurance and then insurance tells me to talk to Quest Diagnostic because insurance approved the claims. Quest keeps sending me bills for amounts higher than what is actually owed.
Business Response
Date: 07/01/2025
Dear ***** *****,
Thank you for contacting Quest Diagnostics, would you please provide me with an invoice number so I can further review.
Sincerely,
Stephanie
Initial Complaint
Date:06/27/2025
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 went to ******* and now I am receiving collections notices from quest. Quest is trying to get money from me that I dont owe them. My insurance covers this charge and I called and told them.
Business Response
Date: 07/01/2025
Dear ******* ***********,
Thank you for contacting Quest Diagnostics.
If you would please provide me with your invoice number and insurance information for review.
Sincerely,
Stephanie
Initial Complaint
Date:06/27/2025
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.
Billing Account Number: ********** Complaint Type: Billing/Collection Issue Complaint Description:I am filing this complaint due to Quest Diagnostics' continued refusal to respond to multiple attempts to resolve a billing dispute and establish a payment plan. I was quoted a much lower amount at the time of service and was never informed that I would be billed beyond that amount.I have emailed Quest repeatedly and called numerous times without receiving any form of communication back. Despite their silence, I submitted a $10 payment as a show of good faith and am willing to continue making monthly payments. I simply asked for written confirmation that my account would not be sent to collections while I do so, but I have received no response whatsoever.Additionally, the bill they sent me lists the wrong doctor. They need to correct the provider information and properly bill insurance. The correct provider is:Dr. ********** ******, *********************************************************************************************************** ************** At this point, I feel I am being ignored and left vulnerable to collections despite my willingness to resolve the matter. If Quest continues to ignore my efforts and sends my account to collections, I will pursue legal action.Resolution Requested:Immediate correction of provider information and proper insurance billing Written confirmation that my account will not be sent to collections while I make payments A formal response to my previous communications An investigation into why no customer ********************** representative has responded to my outreach
Business Response
Date: 07/14/2025
Dear ******* ******,
Quest Diagnostics has previously responded to your inquiry,complaint ID: ********.
Invoice number ********** has been placed on a payment plan hold, the invoice is set up for a $10 a month payment plan. If the patient continues to Quest Diagnostics submit the $10 payment plan that was put in place, the invoice will not go to collections.
Initial Complaint
Date:06/26/2025
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.
Since January 1, 2025 i gave quest my new Insurance card! My old insurance card was ************. I went into there *************** location and gave my new card many times to quest and also called and also faxed and also sent letters with my new Insurance card from Aetna id ************ ******** is RXAETD ****** J ****** cell ********. How hard is it to stop using my old insurance card from ******* blue! and use my new insurance card from *****? They keep sending me bills for thousands of dollars becasue they refuse to use my new insurance Aetna!
Business Response
Date: 07/01/2025
Dear ****** **** ******,
Would you please provide me with your invoice number for review.
Sincerely,
Stephanie
Customer Answer
Date: 07/01/2025

Complaint: 23520625

I am rejecting this response because: READ THE COMPLIANT !! my old insurance was ************. My new insurance is Atena that i faxed 17 times to every single fax number to quest and you still cant fix it effective Jan 1 2025 my new insurance is ***** with all the info in the compliant! What is your corporate fax and adress. BIll on ATENA Not Florida blue!

Regards,

****** John ******
Business Response
Date: 07/07/2025
Dear ****** **** ******,
Do you have an invoice number so I can ensure we are billing the correct insurance?
Sincerely,
Stephanie
Customer Answer
Date: 07/07/2025

Complaint: 23520625

I am rejecting this response because: GIVE ME YOUR FAX NUMBER SO I CAN SEND YOU MY INSURANCE CARD FOR THE 177TH TIME OR YOU WILL NOT GET PAID FOR THE PAST YEAR!!!!!! I DONT HAVE AN INVOICE NUMBER READ WHAT I WROTE!! SEND ME YOUR FAX NUMBER SO I CAN FAX YOU MY CARD AGAIN FOR THE 177TH TIME OR I WILL SEND ******N FAXES TO EVERY SINGLE QUEST FAX MACHINE IN ***************** WITH MY INSURANCE CARD! AGAIN I GAVE IT 3 TIMES IN THE ************************************* SENT IT TO 5 DIFFERENT FAX NUMBERS STOP THE GAMES FOR CASH INSTEAD OF TAKING MY INSURANCE CARD!!!! STOP YOUR GAMES!!! SIMPLE SOULOTION SEND ME A FAX SO I CAN SEND MY INSURANCE CARD TO YOU AGAIN!

Regards,

****** John ******
Business Response
Date: 07/09/2025
Dear ****** John ********************* may send it to, ************, however if there is no invoice for the patient, I won't have anywhere to apply your insurance information.
Sincerely,
Stephanie
Initial Complaint
Date:06/25/2025
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.
Unsafe and Unprofessional Treatment at Quest Diagnostics Drug Test Facility On June 20, 2025, I arrived for a scheduled pre-employment drug test at the Quest Diagnostics location at ******** *****. I brought my child with me, who was under the supervision of a responsible adult. The staff at this location refused to allow them to wait in the facilitys lobby and instructed that they wait outside, despite the extreme heat exceeding 100F that day.This was not only unreasonable but placed my child and their guardian at risk of heat-related illness. I was denied the ability to complete my drug test, which affected my employment process, and I was not informed in advance that bringing a childeven with a supervising adultwould result in a refusal of service. I am submitting this complaint because I believe Quest Diagnostics acted inappropriately, with a lack of concern for safety or professionalism. I am requesting an apology, an explanation of their policy, and a rescheduled test if possible.
Business Response
Date: 07/01/2025
Dear ******* *******,
After investigating the patient experience, the patient has been contacted by the Supervisor Qui'***** from the Patient Service Center on June 27, 2025.
Sincerely,
Stephanie
Customer Answer
Date: 07/01/2025

Complaint: 23512928

I am rejecting this response because:

Thank you for following up on my complaint regarding the incident at Quest Diagnostics on June 24, 2025.
As mentioned previously, I was denied a pre-employment drug screening at the [location] facility after arriving with my minor child. The staff told me that my child could not wait inside and instructed him to wait outside in extreme Texas heatputting his safety at serious risk. I was then falsely marked as having refused the drug test, which led to the withdrawal of my job offer from **********
Since filing the complaint, Quest Diagnostics has acknowledged the situation and stated that an investigation is ongoing. However, I have not received any formal resolution or action to correct the record with the employer, nor an apology or policy clarification from Quest.
Im requesting that the BBB remain engaged in this matter to ensure it is fully resolved. I am seeking:
A formal written acknowledgment from Quest of their error and mishandling,
A correction of their report to reflect that I did not refuse the drug test,
Assurance that policy changes or staff training are being implemented to prevent this from happening to other patients.
This was a deeply upsetting and unfair experience, and I appreciate the BBB's continued assistance in holding Quest accountable.
******* *******
Business Response
Date: 07/15/2025
On June 27, 2025 the Supervisor of the Patient Service Center spoke with Ms. ******** During the phone conversation, Ms. ******* was given a sincere apology for what transpired and was verbally provided with proper protocols Quest Diagnostics must follow. Due to federal guidelines, minors are not permitted to be present during pre-employment drug testing. Please be assured the phlebotomists involved have been re-trained and have been reminded to contact leadership regarding certain situations.

During the call, the Supervisor advised Ms. ******* that she could contact her employer, which was agreed to, and Ms. ******* provided the employer with contact information.
The Supervisor of the Patient Service Center contacted the donors employer on Sunday, June 29, 2025. The employer was notified that the refusal was inaccurate, and that Ms. ******* did not leave the facility after their first attempt of collection.

Quest Diagnostics considers this matter closed.

Sincerely,
*********

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Quest Diagnostics is NOT a BBB Accredited Business.