Complaints

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

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  Quest Diagnostics

  500 Plaza Dr Secaucus, NJ 07094-3619

• 

  Quest Diagnostics

  3980 Sheridan Drive Williamsville, NY 14221

• 

  Quest Diagnostics, Inc.

  10101 Renner Blvd Lenexa, KS 66219

• 

  Quest Diagnostics

  5400 Gibson Blvd SE Albuquerque, NM 87108

• 

  Quest Diagnostics, Inc.

  7510 Montgomery Blvd NE Albuquerque, NM 87109

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:04/18/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 requesting a past-due bill that I never received service for, I have spoken with quest diagnostic and submitted supportive documentation that ask. Furthermore my ********************************************** have reached out informing Quest Diagnostics that this is wrong patient . Including the office doesn't work with this business.

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 7/19/2022, I had extensive blood work done at Quest. I had provided my insurance card to them however, they have repeatedly tried to bill 2 other insurance companies that I no longer have. I have called them several times, and tried updating the insurance on their website. Now they have gone to collections. I again had blood work on 10/15/2022, this time, they billed the correct insurance company but with the wrong ID number.They are quite difficult to get on the phone but I have spoken to a few people. One is named ****** They don't like to provide their names. I have emailed and I have written. The correct insurance is Highmark ************ ** (local Blue plan) and the number is ZWP 881 571 464

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 4/14/23 I made an appointment at 1:20pm for my sister who has metastatic Epitheliod Sarcoma. I arrived early and attempted to check-in at the kiosk at 1:08 pm but before receiving confirmation a notification suggested the wireless connection had been disrupted and that I needed to contact an employee which there were none. When a staff member came into the waiting room, I attempted to explain my situation and was ignored. When I persisted, the employee told me to try the other kiosk and took a patient into the back before I could explain that I had. When another employee came into the waiting area I began to explain again but was again met with a dismissive attitude. When I explained that I was now 20 minutes past my appointment time and that the kiosk would no longer recognize my appointment slot, the employee challenged me for an appointment conformation number which I produced on my phone. A different employee asked a different patient if it was okay that they see my sister before taking her back. Half an hour past our confirmed appointment, 40 minutes after we had arrived. My sister is experiencing severe pain and many symptoms because of her cancer. Timely labs and basic levels of courtesy should not be out of reach. This establishment needs to create a procedure to close the loop for times when their automated system fails.

• Initial Complaint

  Date:04/13/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 a billing issue with quest. I have repeatedly attempted to correct the issue but quest has not yet corrected their errors. I am being billed for lab work I had on September 7 AND September 13, 2022. I have called my insurance company twice and we had conference calls with quest. The dates of those conference calls are January 10, 2023 and February 13, 2023. Quest keeps billing me for lab tests that are NON-BILLABLE PER MY INSURANCE. That is ILLEGAL. Quest is also an in-network provider with my medical insurance. The last conference call with my medical insurance and quest lasted about 90 minutes. We went line by line, test by test and many of the tests they keep billing me for are tests that are NON-BILLABLE AND I HAVE HAD QUESTS WORD THAT THEY WILL CORRECT MY BILL, but they HAVE NOT. This is illegal and quest needs to correct their mistakes. I am being billed $620.59 for my September 7 date of service and $1238.48 for my September 13 date of service. Per my medical insurance I should only owe around $500 for the September 7 date of service and around $455 for the September 13 date of service. I would appreciate help with resolving this ongoing issue as quest is definitely NOT fixing it. I wonder how many other people have received incorrect bills from quest? And the fact that they keep stating they will fix it but dont is troubling. And Im sure quest will be turning my bills over to collections. This is not my error and should DEFINITELY NOT AFFECT MY GOOD CREDIT. Thank you.

• Initial Complaint

  Date:04/12/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 January 2022, my doctor ordered blood work, which I had completed by their preferred vendor: Quest Diagnostics - the company against which this complaint is filed. Although both of my insurance policies were on file with Quest, the new phlebotomist insisted on taking and re-entering my insurance information. I have two policies (a primary and a secondary) which have always covered 100% of my blood draws. The phlebotomist failed to ask questions that are generally asked about my supplemental policy, which made me question whether she entered the information correctly or at all.In SEPTEMBER 2022 (almost a year after the service), I received an invoice from Quest for $75.61. The statement only showed that my primary insurance had been billed and so I called Quest on September 9, 2022, to verify that they had not billed my secondary policy. I spoke with ****** who confirmed the secondary policy information had been removed from their system. She took the information and told me to disregard the bill as they would finish billing insurance. That was the last I heard and I never received another bill.Last month, (MARCH 2023) I received a new statement from Quest with the same amount due and a note that it was the "FINAL NOTICE." As with the first statement, there is nothing showing that my secondary insurance was billed. The same day I received this notice I received a debt collection notice from *********************** for the same amount! I do not appreciate receiving a debt collection notice on a service that occurred more than a year ago for a service I have never had a balance due on, which was not properly billed to insurance, and for which I was told not to pay!I called Quest on March 31, 2023, and was advised that my balance was ZERO ($0.00) and because I didn't owe anything, the system would not even allow me to speak with a human regarding the collection notice I received! It hung up on me once I was advised I had no balance due.

• Initial Complaint

  Date:04/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 11/10/2022 I paid $291.92 via an online e-check through Quest Diagnostics . This cleared my Regions checking account on 11/14/2022. These were the charges for lab work my daughter had done on 7/9/2022. The Quest bill number associated with the charges is ********. The account number listed on the statement is On 2/3/2023 I took my daughter to get another set of labs done, that were ordered by her pcp. At this time I was told there was an OUTSTANDING balance of $291.92 from 7/9/2022! So in order to have my daughters labs drawn on 2/3/2023, I was told by the technician that I had to pay the OUTSTANDING balance of $291.92 AGAIN! So, since I didnt have $291.92 available in my checking account at that time, I used my Citi credit card. On 2/7/2023 I called Quest (1st time) to see what was going on. I told the *** that the charges from 7/9/2022 were paid on 11/10/2022 and cleared my Regions checking account on 11/14/2022. She had me email my bank statement showing that it cleared my bank to ************************************ I was told they only check those emails once a week! So I called Quest again (2nd time) on 2/24/2023. I had to RESEND my bank statement AGAIN, yet to another email ************************************ The *** told me she couldnt put the credit back on the Citi credit card that I used at the lab on 2/3/2023, that I would be getting a paper copy in the mail in 10 business days. So I called Quest again on 3/17/2023 (3rd time), and was told by the *** that the second time I called on 2/24/2023, the refund request was not submitted with the **** STATEMENT! SO I had to send it all again to another email: ***************************************** I stayed on the phone with the *** to make sure he received my bank statement and ALL other proofs that this bill was paid TWO TIMES! **See all of the attached documents!

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 has misapplied several payments resulting in late notices. With no easy way to contest the bills or provide proof of payment, It has become my responsibility to correct their billing through a laborious physical mail process. Their billing system is atrocious. They also threaten to withhold vital testing services: for their own mistakes. Since my healthcare provider directs me to them, I am left with an ugly situation. Lab tests are done well and I don't have any complaints about their services; just their billing.

• Initial Complaint

  Date:04/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  4/4/23 had blood drawn and felt almost like an extreme electric shock, i kept still but told the phlebotomist it really hurt!She kept needle in saying she must've hit the outer wall of the vein. Told me to relax my fist and that eased it up some. She kept the needle in the same spot and continue to draw 3 or 4 vials bandaged me up and that was that.The excruciating pain continues and makes it really difficult to do some of my tasks in caring for my mother who is bed bound. Wasn't she trained to remove needle?I sent 2 emails to Quest customer ********************** and have received no response.I'd like to know how long this pain will last and what can i do to alleviate it?Also i'd like to know if their training involves scenarios such as this and what is in the training?Both the phlebotomist and i were obviously at a loss and i'm suffering because of this.I sent 2 emails to Quest customer ********************** and have received no response.I'd like to know how long this pain will last and what can i do to alleviate it?Also i'd like to know if their training involves scenarios such as this and what is in the training?Both the phlebotomist and i were obviously at a loss and i'm suffering because of this.

• Initial Complaint

  Date:04/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 doctor has ordered 2 routine drug panels and was sending them out to quest. I was unaware of this until I received a surprise bill. I paid it for October and December. I started recieving phone calls for a **** about upcoming appointments. I called quest to tell them that was not me and they said it is nothing to worry about. Then I just received another 2 bills for panels. This is totaling close to $400 dollars and need to dispute them. I called quest and they refused to tell me what the test was and would only send another copy of the bill. I told the representative that I am disputing them. I spoke to my doctor and they only sent out 2 panels.

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Quest Brick last week and was given a specimen kit by "******". I returned to her this morning with the kit completed and she said there was no record of me and asked where my script was. She had taken it when she provided the kit, and did NOT return the script to me. She said that she did not have the script, and she gave it back to me (untrue) and she would destroy the sample because I didn't have the script. She said she could not call the ordering physician as they weren't open (untrue). She would not store the sample in the fridge/freezer until a script could be resent, despite the fact that my information was on the Quest provided package. She was not willing to help, blamed me for not having a script that she took and did not return, and provided incorrect information. l contacted the ordering physician after leaving, they faxed a copy of my script, I returned to the facility and was not able to speak with ******. Another staff member said ****** saved the sample. I am not confident about this, considering how many lies were told. How reliable is this facility with staff that conduct themselves this way and are not following their own procedures to return a script to the patient, then blaming the patient? She could have offered to save the sample, instead of telling me she wouldn't. She could have called for a copy of the script. She should have returned the script to me. How did I get the kit without a script? Shouldn't that be on file? Don't blame the patient, and act in an unprofessional manner while deliberately lying. And this is not the first negative encounter I've had there. In fact, I have never had a positive experience with this location. They are rude, dismissive, and unprofessional. During this episode, two staff members involved themselves and defended ****** saying she gave the script back, when they were never there to witness it at all. At this point, I don't even trust any results delivered out of this lab. I want this addressed.