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

1,343 total complaints in the last 3 years.
396 complaints closed in the last 12 months.

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

Initial Complaint
Date:06/06/2025
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.
6/6/2025 I scheduled an appointment online per the directions on the Quest website. I took time off work to attend my appointment at the Quest location at ******************************************** *******, ** for 2:40 PM. When I arrived, I completed my information on the kiosk in the front of the clinic. The nurse took me to a room in the back and asked me if I had an order. I advised her that I did not have an order, that I booked the appointment online on their website. I did not see anything on the website about an order. I think this practice of misleading the public about not taking individuals by appointment is criminal.
Business Response
Date: 06/12/2025
Dear ***** *****,
Thank you for contacting Quest Diagnostics.
Would you kindly let me know how I may investigate your concerns.
Sincerely,
Stephanie
Initial Complaint
Date:06/06/2025
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 am writing to file a formal complaint against Quest Diagnostics for unauthorized & unclear billing practices. In December 2024, I had bloodwork done at a Quest location. I paid in person at the time of service, and I was explicitly told that this was the copay, that the charge had already been run through my insurance, and that I would NOT owe more. I was never told to expect additional charges. If, for any reason, I do owe more, I should have received an itemized bill and an explanation. That never happened. I was told I was paid in full at the time of service by the people at the LAB.Instead, months later, Quest has begun charging my credit card without my consent for bills I have not seen, never agreed to, and was never notified about. These charges appear out of nowhere and are not tied to anything received by mail. I also have not received any bills for lab work I had done after December, which makes me concerned that Quest may continue to charge my credit card arbitrarilywithout transparency, consent, or ************** no point did I authorize Quest Diagnostics to store and use my card for future or additional charges. I did not agree to pay anything beyond what I paid at the time of service, and certainly not without being informed or given the chance to review charges.This is unacceptable and potentially unlawful. Medical billing should be transparent and respectful of patient consent.I am requesting that:1. Quest Diagnostics immediately cease all further charges to my credit card.2. A full explanation and itemized receipt be provided for any charges billed after December.3. A formal review of their billing practices be conducted to prevent further unauthorized charges.I expect this issue to be resolved immediately. If not, I am prepared to dispute these charges with my credit card provider and file a complaint with my state Attorney General. Patients deserve clarity, consent, and control over their medical billingnot surprise charges.
Business Response
Date: 06/12/2025
Dear ******* ******,
Thank you for contacting Quest Diagnostics regarding your December 13, 2024 date of service. I am sorry for any frustration this may have caused.
At the time of service, for your December 13, 2024 visit,there was a pre-authorization for the visit with our 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, nor is your card kept on file. Your card is only used for the date of service for which it is provided.
Quest Diagnostics does not process patient claims, therefore we are not able to determine if the testing will be covered prior to services.
Following the processing of your claim with your insurance provider, one of your tests were denied stating Invalid diagnosis/services not covered per diagnosis. Along with the denied test, your insurance left a co-insurance/deductible of $54.75 as patient responsibility. Quest Diagnostics has contacted the physicians office to confirm records but have not received a response as of June 12, 2025. An itemized copy of your invoice was emailed to you on June 10, 2025, please let me know if you would like for me to mail or email you another copy.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Customer Answer
Date: 06/13/2025

Complaint: 23433708

I am rejecting this response because:

Dear *********,
Thank you for your response. However, I need to clarify a few things.
First, your message states that my card would not be charged unless a balance remained after insuranceand that I would not be charged automatically. This is incorrect. I was charged without any prior notice, and I had to contact my bank directly to dispute it. That is not acceptable, especially when no bill was ever sent to me beforehand.
Now, Im suddenly being told I owe over $168 for a visit that happened more than six months ago? I had zero communication about this until now. If Quest Diagnostics is going to send out bills this delayed, then they should absolutely be sent to me firstbefore any charges are attempted on my card or any payment is expected.
Additionally, if there are going to be more charges from past services, I will need them properly itemized and sent directly to me in advance, not silently deducted. And given the amount being referenced, I will need to set up a monthly payment plan. Please send me information on how to do that, including what the options are and where to formally request it.
Finally, if this denial was due to an insurance or diagnosis code issue, it is your responsibility to follow up with my doctor. I do not authorize charges for tests that may have been coded incorrectly, and I should not be held financially responsible for an error that wasnt mine.
Id appreciate a prompt resolution, along with confirmation that any future charges will be properly communicated before any attempts to collect payment.

Regards,

******* ******
Business Response
Date: 06/16/2025
Dear ******* ******,
At the time of service, it is an estimate. The card is not charged at the moment it is provided at the patient service center during your visit. The payment is placed on a hold to allow time for the insurance to respond to Quest Diagnostics claim. At the time of service, if you dont want your card used for the date of service, you do not have to provide a card.
The reason why you are just now seeing an invoice from Quest Diagnostics is because Quest Diagnostics does not send out invoices until the insurance processes the claim. The date of service was December 13, 2024 and Quest Diagnostics received a response from your insurance on June 5, 2025. At the time of service when a patient provides their card, they are giving Quest Diagnostics the authorization to process the payment following the insurance response. If you do not want to participate in our Easy Pay program, at the time of service you do not have to provide your credit card.
To set up a payment plan,you will need to contact Quest Diagnostics billing department at ************.They will be able to provide you with the options for making payment to the invoice.
Your doctors office was contacted on March 25, 2025 to verify patient records regarding the denial of the testing. Quest Diagnostics did not receive any information back from the ordering providers office. Quest Diagnostics does not diagnosis patients nor questions the doctors orders. If you feel as though your testing was coded incorrectly, please speak with the ordering physician of the testing.
Quest Diagnostics sends an invoice to a patient following the response from the patients insurance. If you would like to know what you will be billed prior to services, please contact your insurance regarding what your insurance policy covers.
Sincerely,
Stephanie
Initial Complaint
Date:06/05/2025
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 had a very disappointing experience with this company. As a self-pay patient paying with cash, I made it clear at the time of service that I would not be using insurance. Despite this, I was later billed the full price.

Assuming it was a simple oversight, I contacted customer service expecting a quick correction. Unfortunately, I was met with unexpected rudeness and unhelpful behavior from several representatives. I was repeatedly transferred, disconnected, and even had a representative hang up on me.

Eventually, I learned that the issue stemmed from an internal error—my account was not marked as "self-pay" by the employee who processed the order. Instead of taking responsibility for their mistake, the company shifted blame between the doctor’s office and me, insisting there was nothing they could do and refusing to honor the original cash rate I was quoted. They suggested somehow I should have made sure it was correct. Although the agent said she could honor the discount, she wouldn't because "it's not worth my job." Is Quest so bad that they would fire their employee for honoring the price that was quoted to a client?? No, customer service just actively tries not to help.

Now, despite doing everything correctly on my end, I’m being sent to collections for a charge that should have never occurred. This has been one of the most frustrating customer service experiences I’ve ever encountered, and I’m deeply disappointed in how the situation was handled
Business Response
Date: 07/17/2025
Dear ****** ********
Thank you for contacting Quest Diagnostics regarding your February 21, 2025 date of service.
I am sorry for the delay in my response as I was investigating your concerns thoroughly.
Please know that I have processed a one-time courtesy for the self-pay pricing for this date of service. The total balance owed is $688.99. As of July 7, 2025 you paid $363.20. The balance remaining after your payments is $325.79. I have updated the automatic payment place as well to reflect the new balance.
Again, I am sorry for the frustration you may have experienced and for the time you have spent on having your concerns resolved.
Sincerely,
Stephanie
Initial Complaint
Date:05/28/2025
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 have provided Quest Diagnostics with my supplemental insurance no less than three times for blood work from last year. I have sent them a copy of the card also yet they continue to get the information wrong and have never filed with the correct insurance. They continue to bill me for something that is covered by my supplemental insurance. I no longer feel I can communicate with them effectively to get the issue resolved.
Business Response
Date: 06/10/2025
Dear ******* ********,
Thank you for contacting Quest Diagnostics regarding your invoices.
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.
For your November 15, 2024 and April 14, 2025 dates of service a secondary claim was first billed manually along with the primary explanation of benefits. Quest Diagnostics did not receive a response, we then processed an electronic secondary claim along with the primary explanation of benefits. There has been no response from the secondary insurance.
Sincerely,
Stephanie

Customer Answer
Date: 06/12/2025

Complaint: 23386755

I am rejecting this response because:

As I previously stated, I have provided the correct secondary insurance multiple times. Do not contact me again!

Regards,

******* ********
Business Response
Date: 06/16/2025
Dear ******* ********,

For future dates of service with Quest Diagnostics, should there be a balance remaining, an invoice will be billed to the patient. If the patient has a secondary insurance, they will need to contact the billing department to provide the information each time.

Sincerely,
Stephanie
Initial Complaint
Date:05/27/2025
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.
Quest did bloodwork. My insurance covers it. Its been verified numerous times. Yet they keep billing me! I keep calling and calling and they say its all sorted then I get a $500 bill! My insurance covers it.
Business Response
Date: 06/04/2025
Dear ****** *******,

Thank you for contacting Quest Diagnostics regarding the invoice you are receiving.

Please know invoice number ********** for your September ******* date of service was processed by your insurance. Quest Diagnostics received a response from your insurance on September 30, 2024 stating there is a patient responsibility $626.56 due to non-covered serviced based off your policy.

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. I have placed your invoice on hold to allow time for you to speak with your insurance.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Customer Answer
Date: 06/04/2025

Complaint: 23384865

I am rejecting this response because:

Regards,

****** *******
Initial Complaint
Date:05/24/2025
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.
On 4/30/25 I was leaving ******************. I was making a left turn on to ************ heading toward *********. the light turned green and the car that was in front of me proceeded to turn. On the opposite side of the street there was a Quest Diagnostic vehicle driven by a female, she proceeded to continue coming from the parking lot that she was in to make a right onto ************. From her side of traffic should would not have had the right of way, she would have had to proceed with caution allowing the traffic on the other side to continue. She did not do this and we both were in motion to turn, I turned into the enter lane, while she turned into the outer lane. I off course having the right away was not expecting her to turn. Once I complete the turn I look over and she gives me the middle finger! But that was not where it ended, she used several profanities after rolling down her window and continuing to hold the middle finger. At this point I gave her the middle finger and continued on driving. I was a little taken back that she would act this way in a company car so I laughed a little and kept going. Well, she must not have liked that I was unbother by her anger and she continued to ride along side me cursing and staring me down. At which point I then felt threatened by her completely unhinged behavior. She followed me all the way to the next light, her light at this point was green and mine was red. She literally stopped and motioned for me to get out the car because I assume at this point she was ready to fight! Her behavior was completely and totally irrate at this point. It was at this point that I wrote down her vehicle no# because i totally felt threatened by the driver and didn't know what she wa capable of. She eventually drove off after several cars blew their horn at her! I have reached out to Quest Diagnostic 3x to file a complaint, asking for a member of management to return my call but there has been no f/u. Vehicle no# *****
Business Response
Date: 06/02/2025
Dear ****** *****,
Thank you for contacting Quest Diagnostics regarding your experience with one of our drivers. Please be assured that we take these matters seriously.
Following the investigation, you were contacted by our Logistics Supervisor of the area. If you consider this matter closed, you may close this case with the Better Business Bureau.
Thank you again for contacting us.
Sincerely,
Stephanie
Customer Answer
Date: 06/03/2025
[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:05/22/2025
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.
On Wednesday May 21st 2025 I waited 22 minutes past my 9:30 a.m appointment time before I was called in for my weekly blood draw at the Quest Diagnostics **************** location. On the TV screen it showed there were either only 1 or no people currently being served. There were 8 people on standby. At a previous appointment I was told that there are now only 1 or 2 pheblotomists working at this site at any time. This situation is unacceptable and appalling. It has been allowed to continue for several weeks. Because I have both Medi-*** and ******** Partnership Healthplan told me I must go to ********************** for almost all of my outpatient lab work unless I am willing to pay for the lab work myself.
Business Response
Date: 06/04/2025
Dear ****** ****,
Thank you for contacting Quest Diagnostics regarding your May 21st visit, I am sorry to hear about your wait.
If you would kindly provide me with the exact address of the Patient Service Center visited so that I can have this further investigated for you.
Sincerely,
Stephanie
Customer Answer
Date: 06/04/2025

Complaint: 23363403

I am rejecting this response because:

Quest asked me for the address of the location I was referring to.
*******************************************
***************

Regards,

****** ****
Business Response
Date: 06/10/2025
Dear ****** ****,

Thank you for providing me with the location of your visit.
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.
Sincerely,
*********
Initial Complaint
Date:05/21/2025
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.
Bill #: ********** Bill #: ********** I did routine bloodwork at Quest on 2/3/25. I provided my dual coverage info at the lab and did not hear anything from them until I got notified by my credit card company about 2 pending charges ($26.53 and $148.09) from them out of blue on 5/20/25. I contacted them immediately and I was told that my secondary insurance denied responsibility so I had to pay for the charges. First off, I was not made aware the fact my secondary denied the charges, so even though Quest would reopen the claim with them, they wouldn't remove the charges for the time being. It would've been nice if they sent an invoice stating the decision before charging me. Secondly, I was told by the representative that it was a "courtesy" that they billed to secondary insurance. I disagreed with that statement. My stance is that for as long as the claim is pending, I shouldn't' be charged for anything in the meantime. They refused. In the past 7 years, I've always had the same dual coverage and done the same type of bloodwork for my annual OG checkup, and I've always paid less than $20. I contacted my secondary. They said "Quest failed to indicate the medical necessity and only sent in the claim itself". Quest denied responsibility for making errors on their claim and went ahead and charged me anyway. I do not think it is fair practice to be liable for the charges that ultimately were not my fault to begin with. I am willing to pay if it is. I question Quest's practice to charge patients fairly with dual coverage. It appears to me that since they often make mistakes on their claims to insurance companies and make patients pay for their mistakes. Lastly, it is not a courtesy that they bill to my secondary. It's their responsibility to bill to the right insurance and do it correctly. It's why they have this kind of jobs. Also, I am responsible for bloodwork costing $174.62? Note that this is after primary has paid. Isn't it a lot for what the services are for??
Business Response
Date: 06/05/2025
Dear ******* ********,

Thank you for contacting Quest Diagnostics regarding your February 3, 2025, date of service. I am sorry for any frustration this may have caused.

Please know that a claim is being resubmitted to your secondary insurance along with the primary explanation of benefits for reprocessing.Please allow 4-6 weeks for your secondary insurance to receive the claim to reprocess and provide Quest Diagnostics a response.

With the request to reprocess the claim, a refund of $148.09 and $26.53 has been processed. If you would please allow 1-2 days for you to see this reflect on your original form of payment.

I appreciate the opportunity to respond.

Sincerely,
*********
Customer Answer
Date: 06/06/2025
[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:05/21/2025
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 went to my local Quest Diagnostics for blood work in January 2025. Since that time, Quest has repeatedly submitted the claim to the same incorrect insurance carrier.I have submitted the correct insurance information via their website on two separate occasions, for which I have confirmation numbers. They have also been contacted via phone no less than five times regarding this issue. These submissions and contacts took place from March through May of this year.Despite this, each time they end up submitting using the same incorrect insurance information, regardless of the correct information they have repeatedly been *********** a result, Quest has incorrectly issued the same bill FOUR times now (for which I have documentation with bill numbers), with the earliest bill dated February, and the latest dated ****** each case, the total bill is over $1,000 and states that the payment was denied by the same incorrect insurance provider. My actual primary insurance carrier has yet to see this bill in their system, which I have confirmed by frequently checking my carrier's website and in phone calls.There is no excuse for these repeated incidents. Quest Diagnostics should forward this claim using the information they have been repeatedly provided so that the claim can be promptly paid by my insurance carrier.
Business Response
Date: 06/04/2025
Dear ***** ******,
Thank you for contacting Quest Diagnostics regarding your ******* date of service.
Please know that the claim needs to be submitted and filed with the state that the ordering physician is registered in. In this case the ordering physician is registered to *********
Your insurance contacted us to submit the claim to ********************. Because of where the physician is registered our system will not allow us to bill to another state the ordering physician is not registered to. However, I have submitted a manual claim to **** of Pennsylvania per the insurance request.
If you would kindly allow time for the insurance to receive the claim and process.
Sincerely,
Stephanie

Customer Answer
Date: 06/09/2025

Complaint: 23359082

I am rejecting this response because:

This response is not acceptable. It does not address the fact that it has taken numerous attempts over several months by myself, my insurance provider, and my employers patient advocate service provider for Quest Diagnostics to even begin to take action to rectify this situation properly. There is a significant problem with Quest's billing procedures as stated in their latest response to my complaint. There is no incentive whatsoever for Quest to fix a system that allowed them to repeatedly ignore the fact that I have insurance and attempt to charge me for the full amount, which is over $1,000.

If I were an elderly individual with challenges tracking my bills, I could have ended up paying this incorrect bill out of confusion or desperation, because for months Quest would not fix the issue properly and instead kept sending me incorrect invoices and notifications, despite repeated attempts by multiple individuals and advocates to have the claim forwarded to the proper insurance.

Quest needs to address the serious and underlying issue that its billing system is unreliable. The fact that five separate billing numbers were issued to the same incorrect insurance provider despite repeated requests for correction cannot be ignored. Quest billing appears to be a systemic organizational problem as reflected in the number of related complaints on the BBB site.

Regards,

***** ******
Initial Complaint
Date:05/21/2025
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.
On May 21, 2025, at approximately 8:48 AM, my husband dropped off my 24-hour urine specimen on my behalf, as I am currently pregnant and wanted to minimize any unnecessary stress. As a registered nurse, I understand the proper procedures and had been advised to return the specimen as close to the end time as possible.Upon arrival, my husband encountered a staff member who, unfortunately, displayed a very unprofessional and discourteous attitude. He attempted to explain that he was dropping off the specimen for me and had the necessary documentation, including my name and date of birth, readily available. Despite this, he was asked to sign in and wait, only to be told shortly afterward that all that was needed was the information already provided on the ************ husband is an extremely patient individual and rarely expresses frustration, but he left the facility visibly upset due to how he was treated. While we understand that everyone can have difficult days, the level of hostility and lack of professionalism displayed by this staff member was completely unacceptable and left a lasting negative impression.Regrettably, he was unable to obtain her name, but she was wearing a white lab coat and was the individual who accepted the specimen at that time. I trust that with this information, you will be able to identify the staff member *********** a long-time customer and healthcare professional, I find it deeply concerning that this type of behavior is becoming a pattern at this location. I am respectfully requesting that this incident be reviewed and addressed accordingly. I would also appreciate a follow-up regarding the outcome, as I believe accountability and customer ********************** should be a top priority.Thank you for your time and attention to this matter.Sincerely,Barbrielle HarperDOB: 09/23/1995
Business Response
Date: 06/04/2025
Dear ********** ******,
Thank you for contacting Quest Diagnostics regarding your experience at one of our Patient Service Centers.
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 kindly provide me with the exact address of the Quest Diagnostics Patient Service Center you visited.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Customer Answer
Date: 06/04/2025

Complaint: 23358788

I am rejecting this response because:

I wanted to respond back to you so I had to reject the case.
My husband dropped off my specimen at the *************************************************************************************

I would also like to add that my ********* called on 6/3/2025 (yesterday). She never processed my urine, and client services said they had no record of it being dropped off. My husband signed in using his name, ****** ******, and then when she called him back, she said she used a number, but he cant remember the number. The client services person talking to the employee from my OBs office implied I lied about dropping off my test.

This test was a 24-hour urine test to ensure I am not having or developing pre-eclampsia, which I had with my first pregnancy. If she indeed threw my specimen away, I am going to pursue legal action against her and Quest. I am so upset and now have to redo this 24-hour urine test. I would like an answer ASAP. I appreciate your time.
Best Regards,

********** ******
Customer Answer
Date: 06/10/2025

Complaint: 23358788

I am rejecting this response because:

Hi *********,
The exact location of the Quest I visited was ****************************************************************************

Regards,

********** ******
Business Response
Date: 06/11/2025
Dear ********** ******,
Thank you for providing me with the location address. Please know your concerns have been sent to the Senior Managment Team for investigation.
Sincerely,
Stephanie

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Quest Diagnostics is NOT a BBB Accredited Business.