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Business Profile

Medical Lab and Testing

Quest Diagnostics

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Lab and Testing.

Complaints

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

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Quest Diagnostics has 268 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/14/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 October 2022 I received a bill from Quest with a service date of July 2021. I called them as I was confused on how it could take 15 months to send me a bill. They said they were going back and forth with my ********* company . I called my heath ********* company and they told me that is not true, they approved the tests as normal on 7/2021. I back Quest and said there is no way for me to go back 15 months and see if I had paid you and you duplicate billed me, of course their response was they did not duplicate bill me but offered no other explanation why they would bill me 15 months later. I followed up with a letter on 10/23/2022 and told them I am not paying this bill, again with the extended time frame I do not have the ability to look back 15 months to see if I paid them. Today I received another bill saying immediate payment due and threatens a collection agency. Their billing practices are questionable.

    • Initial Complaint

      Date:11/14/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 contacted them about a bill 9 times now. I was told they did not file the claim with MoHealth net even though ****** said that was added as my secondary insurance. MoHealth net ( ************ It was not filed within the 1 year period required by MoHealthNet . I was informed by Quest that the bill was going to be sent to collections. They had my information but did not file in a timely matter. On several of my calls to Quest I was hung up on. I would like a written apology and the bill considered settled and no credit bureau report showing a collection on this account.

    • Initial Complaint

      Date:11/14/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Date of transaction. 02-03-2022. My account # with ********************** is #**********. I provided my Insurance information to Quest 3 times and to date they still have not billed my ****************** I called Quest each time I received a bill (3 times) and each time they gave me excuses. First time they sent to old ****************** Second time they left out digits in my account #. Third time they said they had issues with their billing department. Each time they said they would put it on "hold" and send the bill to my ****************** As this was blood work for an annual physical, it is covered by my ***************** 100%. I received a notice from ***************** (********************) on 11/12/2022. I am sending them a dispute on the debt with same explanation. My complaint is against Quest Diagnostics and I wish them to remove me from Collections and bill my ***************** as they stated they would do. I have looked up my account with my ***************** and to date, Quest has not submitted the bill to ********** Independence **.

    • Initial Complaint

      Date:11/10/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 several blood tests drawn on 11/3/22 and was told I would have the results by 11/5. Keep in mind that these test results were needed in a timely manor due to serious health issues. Kept checking for the results. At first it said pending, then said test results found. I gave them my insurance information TWICE and still failed to bill them. Customer ********************** is as you can't get a hold of a live person. I wi NEVER use this company again. If you have the choice, please go somewhere else

    • Initial Complaint

      Date:11/08/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      ******* building had to close ******* building had over 3 hrs wait

    • Initial Complaint

      Date:11/08/2022

      Type:Product Issues
      Status:
      Unanswered
      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 received a bill in May of 2022 for lab work related to my annual physical, in the amount of $72.04. The bill was paid in full, $72.04, on 5/17/22. In June we received another bill showing the same amount due. We did not pay this bill because we confirmed payment with our bank, ***** Fargo, and assumed the bill was sent to us before receiving payment. However, we received another bill in July, so I called Quest customer ********************** and was advised to email correspondence showing proof of payment. I emailed a copy of our bank statement on July 13, 2022 and received a response requesting more information. I emailed the requested information (proof of payment) on July 22, 2022 and did not hear back from Quest. Fast forward to October 14, 2022, and we received another bill for the exact same amount. I emailed them again on October 14, 2022 and did not hear back from them. Today, 11/8/22, I received a notice from Credit Collection Services, stating that they are trying to collect a debt that I owe to Quest Diagnostics Inc. I have an exceptional credit score and do not want this to negatively impact my score. I submitted prompt payment and now I'm having to jump through hoops to fix their inability to rectify my account. I reached out to the collection agency and uploaded proof of payment, our ***** Fargo statement and all emails sent to Quest attempting to resolve the matter.

    • Initial Complaint

      Date:11/07/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Had labs completed on April 20, 2022 I have a primary insurance (UMR) and a secondary insurance (MDC).I began receiving bills. I called phone # on bill spoke with a rep. *** stated the amount went towards my deductible. I explained I had a secondary and my secondary needed billed. *** said ok, I will get it billed, received texts. I called Quest Diagnostics again and stated I keep getting texts about my bill but I spoke to a rep. a few weeks prior and she was billing secondary. This rep. stated disregard texts, it can ***********-8 wks for secondary to pay. I received a bill again and called Quest Diagnostics once again spoke to a rep who stated he would expedite account to a manager because my secondary was never billed.I received another bill in October 2022 and I called Quest Diagnostics once again. Spoke to a rep and she stated my account has went to collections. I asked what was going on since my secondary was never billed. *** stated my primary never paid due to coding issues. I said I have called multiple time and have never been told there was a coding issue or that my primary did not pay due to coding issues. I was told it went towards my deductible. *** said she could not help me because it went to collections. I stated I wanted to speak with a supervisor. I explained my account should be notated for all my prior calls and I was never told about any of this and I wanted to speak with a supervisor. *** transferred me and was on hold for ********************************************************** I have not been able to speak with a supervisor. It has never been communicated via phone or letter that there was a coding issue or that my primary did not pay anything on my bill. Now a rep is stating my account has been sent to collections when my insurance has never been billed properly or timely.

    • Initial Complaint

      Date:11/07/2022

      Type:Order Issues
      Status:
      Unanswered
      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 received a bill from Quest Diagnostics regarding 2 labs. An annual lab and another lab. I called my insurance company who tried to reach out to Quest to make the changes to the bill but never got them. So now I have my doctors office who has been working on this issue for some time but still cannot get this resolved. This is sickening. For a company who makes millions off the back of African American American and cannot rectify a billing issue that is absurd.

    • Initial Complaint

      Date:11/06/2022

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 purchased a Quest direct test for H.plyori (breath test). I scheduled an appointment on 10/24/22, and was informed by the lab tech that Quest did not have the test in stock. She proceeded to tell me that Quest had none in stock in any areas around South *******, and they had a waitlist with no estimate of when they would receive the kits. Quest's terms and conditions state there is a $20 nonrefundable fee plus $6 if you cancel a test. However, their terms don't address what happens if a customer shows up and ********************** can't fulfill it and doesn't have a time frame of when they can.Since Quest couldn't fulfill the test I paid for, I'd like my full refund including the admin fees ($185). It's not my fault Quest doesn't have tests they are selling.

    • Initial Complaint

      Date:11/04/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 9, 2022 I had bloodwork done at Quest Diagnostic. I received a bill for 647.77$. When someone from Quest called about the bill I gave them my insurance information AGAIN to submit. (I never have to pay more than my copayment when getting bloodwork.) I did not hear back from them until last week where I received a letter from a collection agency for a bill that is only 6 months old. There was no phone call before this to explain what happened with the insurance. I called the agency who directed me back to my insurance company. (Emblem Health GHI). He called the credit agency and the credit agency said the situation has to be handled by Quest. I was rerouted EIGHT TIMES and no one at Quest was able to help me. The code for the test that was not covered by insurance is G-****. It is "not a procedure that is reimbursable and the member can not be charged". That's me, the member who was not only charged but sent to collections over it damaging my credit report. Emblem Health said that quest can contact them at the provider number ************** to inquire more about the issue. I am trying to resolve this issue and no one at Quest is capable enough to handle the situation (properly)

    Quest Diagnostics is NOT a BBB Accredited Business.

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