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, Inc.

  10101 Renner Blvd Lenexa, KS 66219

• 

  Quest Diagnostics

  3825 Eubank NE Ste H Albuquerque, NM 87111

• 

  Quest Diagnostics, Inc.

  7510 Montgomery Blvd NE Albuquerque, NM 87109

• 

  Quest Diagnostics, Inc.

  1169 Eastern Parkway #2343 Louisville, KY 40217

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:10/30/2022

  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.

  I have made numerous phone calls to Quest Diagnostics regarding invoices for services performed 10/2021. From what I have learned from those at Quest they never submitted a claim to ******** for those services, instead they had my ******** supplement provider as the primary insurance without any reference to ********. During several phone calls I explained that ******** should be my primary provider and Mutual of Omaha as the secondary. To date there have been no claims made to ******** however I continue receiving invoices showing the amount I owe Quest. I refuse to pay them any amount until I see they have submitted claims to ******** and Mutual of Omaha.

• Initial Complaint

  Date:10/29/2022

  Type:Order 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 owes me a refund which they agree to however they will not send the refund. I've called 20 times to their billing **** and they've informed a check is coming, but never has.

• Initial Complaint

  Date:10/28/2022

  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.

  I went to Quest Diagnostics inside ******** in *****, ** and the lab tech was rude when I assured her that I wasn't from out of the area. She kept insisting that I was from out of the area and that my insurance was from out of the area. I gave her my drivers lic and ********** Blue Shield of ***** health insurance card and she still insisted that I had ********** of ********. I pointed out where it clearly states the following - website: bxbstx.com and the emblem beside which it states *********** BLUE SHIELD OF *****" and she rolled her eyes and said "NO YOU HAVE ******** INSURANCE" I repeated that I did not and asked her to pleases scan my card so that it would be billed properly. She blew a sigh and rolled her eyes. When she handed me the paper to sign I noted that she still had it written as BX of ******** and that was not correct. She Said "yes it is ma'am, do you want your blood drawn or not. You are lucky that I am processing it since you are not from the area." I called my insurance company and they tried to call Quest directly and the location that I went to but were unsuccessful in getting help. Is there a way that I can send my copies of my insurance card - front and back. Also she was rude and aggressive. She put 3 tourniquets on my left arm. I told her it was painful and she dismissed me. I said, please just try the other arm and she blew air and rolled her eyes but then did listen. I updated my insurance info on website but would like to know how to scan a copy. Please let me know who & how I can send a copy of my insurance card based on the paperwork she pressured me to sign she DID NOT have the correct insurance selected but REFUSED to correct it. I have called Quest Customer ********************** and no one answers, when I fill out online form I get a "System error" notification. I also called the compliance number and tried to send compliance an email and received and error message. I called my insurance and they too got push back.

• Initial Complaint

  Date:10/28/2022

  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 went to quest diagnostics for routine lab work in early 2021 in a ******* branch of quest near my residence . Several months later, I went for additional blood work in October, 2021 to the same branch and was advised for the first time that I had an outstanding balance. I said that I would look into it, but was informed that Quest would not do the work that I needed if I did not pay the outstanding balance immediately. I paid by credit card $148.48 at that time. Upon further investigation, I learned that ******** had covered some (but not all ) of the tests for which I had requested coverage. I followed up with ******** and received a letter stating that while ******** didn't cover it, I should be reimbursed because Quest should have known that coverage would not be accepted and I had no way of knowing that fact. At the same time, I had contacted Quest directly during 2021, and was told -more than once - that an "investigation" would be made. Nothing happened. I pressed more and was told that the case had been closed. I pressed more and later found out that Quest was claiming that I had signed a waiver. I asked to see it and was told that a copy would be emailed to me. Two weeks passed - no email. I contacted Quest again and they said "it takes time". I waited and contacted them one month later. No response. I still have not received any contact from Quest. If I am entitled to a reimbursement, I want it. If there is a waiver, I would like to see it. Either way, Quest's ongoing stall,, delay and ignore tactics are customer ********************** at its worst. Something should be done about it.I want my money or proof of a waiver; Id also like an explanation for this atrocious personal service.

• Initial Complaint

  Date:10/28/2022

  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.

  I have been billed for lab work done on 12/6/2021 in the amount of $184.82. My ******** became active November 2021 the month I turned 65. At first I was receiving texts to tell me to pay. I would call the company and they would say we've re-input this to ******** so be patient. This happened 4 times. Once one of the representatives even allegedly said she just spoke to her supervisor. Then I started receiving bills through the mail. At this point I decided I needed a paper trail. I then wrote them. They responded asking for additional information which I provided. In the mean time I have called ******** who said they don't see any claims put in for that service. I've also been periodically checking my account through ******** and see nothing. A few weeks go by I email them again for an update. Keep in mind I resume the original email chain. Again they ask for the information I have already given them. So I make sure I put everything they could possibly need in the email along with copies of my insurance cards and the bill(s) I received. I am having no luck getting this resolved on my own and need help from somewhere. If you could help me resolve this I would be most appreciative.

• Initial Complaint

  Date:10/27/2022

  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.

  Been contacting Quest Diagnostics since March of 2021 about a bill that Quest has falsely sent me. Quest sent me a bill for services from my health care provider that occurred on the dates 12/6, 12/9, 12/17. The bill was for an amount close to $2,000. Quest said the insurance didn't process the claim as my legal name changed from ********** to ****** when I married. I still received bills from Quest and called to have them resubmit the bill to the insurance thinking it was the name issue multiple times. Quest customer ********************** finally said that they billed the wrong insurance and resubmitted the bills to my correct insurance. I still received a bill from Quest again and this time I called Harvard Pilgrim. Harvard Pilgrim stated that they denied the claim from Quest because Quest submitted after Harvard Pilgrim's 3 month policy. Harvard ******* said denied the claim and that the patient is not responsible. Their customer ********************** said they would call Quest and tell them to stop billing me. Quest sent the bill to a collections agency. I called the insurance again who informed me I could find a copy of the *** on my online portal. Luckily my father is a DR and knows the Quest representative. I emailed him with the *** stating that I am not responsible for the bill, mailed copy to the collections. After faxed ***s to Quest they partially fixed the problem but sent me to collections agency for ****** which they deny and won't provide written proof. I called Quest customer ********************** claims department passed around 3 times and ******* was unhelpful and rude to the point of laughing at me. She insisted she was right and I was wrong. I ask for supervisor, said is not allowed to connect me to one and supervisor would call in 48 hours. They haven't. It has been 10 month since the service dates. The error is Quests. My balance is 0. I'm trying to buy a house and don't want this to affect credit. Unorganized and abusing their power and mistake for money. Unhelpful customer **********************.

• Initial Complaint

  Date:10/26/2022

  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.

  I had to get blood drawn on 10/26 for an upcoming appointment. I tried to make an appointment and it did not work. I went in today (10/26) with no appointment. I checked in before 3 thinking okay they close at 4 I have time. Not anywhere did it say anything about not taking walk ins after 3 pm. It did not say on the website, in the facility, or when checking in. I feel that I should have been seen because I was there before 3pm. The person who came out and said something was rude and I did not appreciate that. I understand that after a certain time patients arent taken but for for somebody who checked in before it should be an exception.

• Initial Complaint

  Date:10/20/2022

  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.

  On 5/20/2022 Quest Diagnostics sent us a text message asking us to pay our minor daughter's lab test bill. When we clicked on the link included in the text message, it took us to a web page that asked for the Quest Diagnostics patient account number. However, the text message did not include an account number! So, my wife tried calling ******************** customer ********************** phone several times but wasn't able to get through to anyone after waiting for a long time. Quest Diagnostics text message said that we can receive a paper bill if we text "STOP" back to Quest Diagnostics. So, we did that on 5/22/2022. However, we never received a paper bill! My wife kept trying to call Quest Diagnostics customer ********************** phone number and was finally able to talk to someone on Oct 7. However, the Quest Diagnostics customer ********************** lady told my wife that our account was referred to a collection agency!! The lady gave my wife our daughter's patient account number, but when we tried to pay online, we weren't able to log in. My wife called back and was told by Quest Diagnostics robotic customer ********************** that we can't pay on-line because the account has been referred to a collection agency. This is totally unfair billing practice. Quest Diagnostics never sent us the patient account number in the text message that they sent to us, and they never mailed us a paper bill like their text message said. It was also very difficult to get through to someone at Quest Diagnostics customer ********************** center through the phone. We are requesting that Quest Diagnostics cancel the referral to the collection agency and either mail us a paper bill or give us a valid account number that allows us to pay the bill on-line. We are also requesting that Quest Diagnostics waive any penalty fees that they or their collection agency might have imposed on us, since this is not our fault. We have always paid our bills on time and were never referred to a collection agency prior to this!

• Initial Complaint

  Date:10/20/2022

  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.

  They schedule their patients 10 min apart with minimal staff and no receptionists wak ins take more than 3 hours they are understaffed and serving the heath ********** It is i adequate for the customer experience and creating a bad work environment for the staff and a poor experience for those getting blood drawn becasue it is done in a rushed manner and not as gentle as it could be you are unable to get an *********** with out booking weeks in advance a procedural change is needed. An example we had a fasting *********** at 745, the order from the dr ***** in and the dr ****** didnt open until 8am so fax received was at 8:28 and it is now 10:41 and we still arent able to be seen and wont be for quite some time the staff is unable to skip an *********** so we are just out of luck the dr *********** is on the 27th and there are no available ***********s before then (in the am) so we have to come and do it all over again

• Initial Complaint

  Date:10/19/2022

  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.

  My doctors office uses this lab to process all my lab test. This company is not coding the tests correctly causing my insurance to deny the claim, then they bill me for the full amount. I have made numerous calls to get this resolved, but all I get is a run around. This lab has lost samples that caused me to have to repeat the test all over. This is beyond acceptable.