Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Quest Diagnostics has 268 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:10/17/2022

      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.
      Quest always bills me directly for services . They have my insurance info but never file the claim until I call them and wait on hold for 20 minutes and give them all my insurance info again.

    • Initial Complaint

      Date:10/15/2022

      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.
      My wife and I have both been Quest Diagnostic patients. On my first service by quest, somehow my insurance information was not recorded correctly. I took me 7 calls to customer ********************** over several months to get the insurance information corrected. It took a call from my insurance provider, myself, and Quest Diagnostics billing representative to straighten it out. My wife has since been provided service by Quest Diagnostics under her ********* Quest Diagnostics again made errors in obtaining a standard ******** reimbursement. We have called their billing department 11 times to have this corrected. Quest Diagnostics sent my wife's bill to a collections agency even as they acknowledged that ******** reimbursement was in process. We have acted in good faith. Quest Diagnostics billing and insurance reimbursement system appears broken and Quest Diagnostics approach is to use collection agencies to solve their broken billing and reimbursement process.

    • Initial Complaint

      Date:10/13/2022

      Type:Customer Service 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 February 2022, a doctor-ordered blood panel was processed by Quest Diagnostics. I received an invoice for $616.60. After calling my insurance (Aetna) I was told, on three separate occasions, that my responsibility was a $58.77 co-pay, not this discounted amount of $616.60. Repeated calls to Quest and their billing office (MyDocBill.com), it was finally discovered that an explanation of benefits was not on file, so on June 8, 2022, I emailed that document to MyDocBilling.com. I was told by the agent that it would take 10 working days to review and resend a new invoice. It never came. When I called again on July 26, the agent said he'd put the account on hold for a review. It would take a week to re-enter the information and I'd get a new bill. I emailed MyDocBilling in August and September for an update and was told each time to "be patient" it's still under review. Now I've been sent to Radius Global Solutions for collections. I want someone to correct this bill and send a new invoice to me. I've filed a written dispute with the collection agency. I feel like this is stuck in a perpetual loop and I don't know who else to call.

    • Initial Complaint

      Date:10/11/2022

      Type:Customer Service 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 called several times on account 11738562-qqud1-10 to report that my secondary insurance was not billed and provided insurance information and I keep getting notices about a past due bill. I am disabled and on SSI with state medical assistance. Can someone please have them process this and stop sending bills?

    • Initial Complaint

      Date:10/10/2022

      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 am a RN who performs home care for pts, to include labs for Quest and on multiple occasions I have been to quest right before closing and they were already closed My patients labs were inaccurate because your business will not stay open until the times posted online. Anytime I have tried to discuss this with someone while at quest I get push back about they open early Its sad that in one city there are 4-5 Quest and they all close before 4 pm and the doors are locked at least 5 to 10 prior to their actual closing time What kind of business lets their offices close like this? There is nothing available for RNs who work in peoples home and have to take labs to quest to prevent issues in processing them! Now thats bad patient care!

    • Initial Complaint

      Date:10/10/2022

      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.
      Quest diagnostics sent me to a collection agency for a bill that quest failed to bill to my insurance. On 09/30/2021, I visited the ** where labs were done. My services from the ** were covered by the insurance. I was sent a bill to my previous address, which is the one on file but I moved to Maine. I have been dealing by email with Quest about this for months. Quest always deferred me to contact my primary physician, which was very confusing because, I did not have any primary physician and I did not know that after providing the ** with my insurance information, I had to take care of a separate bill from Quest. It was not until some weeks ago that I found out that Quest finally advised me that the company billed the wrong insurance. I was told by Quest to provide them with the accurate insurance information for Quest to bill appropriately, which I did. Today, I received an email from Quest telling me that because of the maturity of the claim, I needed to self file to insurance. Not only they billed me for something that should be covered, made no attempt to clarify what the problem was, and impacted my credit. This is an abusive corrupted practice by this corporation. Account # ************* *************** (the *********************

    • Initial Complaint

      Date:10/09/2022

      Type:Customer Service 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 11/04/21, I visited *************************** at **************************** have lab work done. During the visit, the billing clerk, ********************* informed me that the cost for the labs would be $275.00., as I do not have any medical insurance and this is the fee that is charged for uninsured patients. I paid the $275.00 via credit card and in addition, I paid another $145.00 which they billed me in error, a total of $420.00. ************************* billing department made an error and sent the bill to ******** using a false ******** number, iJ63AN8KJ72 Part B which I do not have. I dont know where they got this number from. This is not mine. After ******** denied payment to *************************, they in turn sent the bill to Quest Diagnostic Lab which is double billing, since I had already paid them. I contacted Quest Diagnostic *********** and spoke to ***************, the manager, who requested proof of payment. Proof of payment was faxed to her at ************.immediately. Quest Diagnostics Lab refused to amend this error and continues to bill me for lab services which I have already paid for. I have called ************************* and Quest Diagnostic ******* at ********** and this problem remains and none of them have corrrected this error. Please help me, for Quest Diagnostic *********** continues to bill me and keep sending me threatening letters refusing to corrrect this billing error. You can not double bill a patient for services already paid by the patient. My email address: ********************** You are the only one that can help me now. Thank you for your kind consideration to this matter. Sincerely, *******************************-**********.

    • Initial Complaint

      Date:10/07/2022

      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 had tests performed on 10/3/2022 at Quest Diagnostics at ******** as prescribed by my doctor. I signed up for a MyQuest account which the Quest Diagnostics worker at ******* said to do to get my results. I received an email from MyQuest on Wednesday. When I signed into MyQuest, it showed results from a test I had in 2016 but no results from my tests earlier this week, which was shown as pending! Today (10/7/2022), I checked MyQuest again, even though I didnt get any email. This time it said all results were ready, and there were no pending results. I checked the results, and no results were shown? It said the results were sent to my doctor, but I called, and she checked, and there were no tests results sent! I tried contacting Quest Diagnostics online. It wouldnt send saying I misspelled my name. I have a Masters in Engineering. Ive known how to spell my name since 1st grade. I checked for excess spaces and incorrect symbols - there were no errors. I tried to find a phone number on their website, but none was listed. WHERE ARE MY RESULTS?

    • Initial Complaint

      Date:10/06/2022

      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.
      Between October to December of 2021 i went to Quest Diagnostics for labs ordered by my doctor. The bill was to be sent to the VA for payment. When speaking with the VA they made sure I understand that I should never get a bill to any place I am referred to by the VA or if a doctor out in town sends me some where. They continue to send me a bill for a service that was covered under the VA and claim they have not received a response and that im responsible. I have provided them addresses, phone numbers and fax numbers to process this bill. I called again and they tell me they wont send the bill to the VA again because it has been sent twice. Im trying to get it resolved but they are basically harassing me and refusing to take payment as the VA is financially responsible for this bill. Im tired of them harassing me over a bill they are failing to process and are now refusing to take payment. I had to explain to this person what the document said and that all documents must be submitted within 180 days of service to receive payment. They are past the 180 day **** the paperwork provided by the VA clearly states that the Veteran is not responsible for any remaining balance. She finally took the information after I said I would get a lawyer involved for harassment because again im not financially liable for this bill as its suppose to be bill to the VA and Quest Diagnostics does not care.

    • Initial Complaint

      Date:10/06/2022

      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 am being charged for a test I declined before blood was drawn.In March of this year (2022) I had some blood tests at a Quest Diagnostics location in *****, **. One of them was a vitamin D test. They informed me that my insurance would not cover it because it was not a necessary test. I asked the price and they said over $200. Because I thought that is a lot of money, I told them I did NOT want that test done and they agreed to not have it done.To my surprise, the test was performed and I am being charged $241 for it.I called Quests Diagnostics billing twice and both times I was told I have to go to the office where I had the lab work done so they can fix it because only they can. I went to the lab and they I have to called Quest Diagnostics billing department because only they can solve that problem. So, I am being treated like a ping pong ball.

    Quest Diagnostics is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.