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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.
    • 398 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/05/2022

      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.
      I am being harass by Credit Collection Services for $11.04 original creditor is Quest Diagnostics I never got a bill from Quest Diagnostic so I was stunned to be harass by this ****************** The ***************** sent me a document stating "Credit Collection Services is a debt collector giving me till October 22, ************************************************************************************** the name and address of the original creditor. I mailed it by writing I am filing a complaint to BBB. Days later I get an invoice that I am assuming is itemize for labwork dated May 2, 2022 the same date that is on the Collection Service. Frustrated and **** Quest Diagnose have ACCOUNT BALANCE $0.00. I called the Collection Service spoke to a rude customer ********************** rep. ** refuse for me to speak to a Supervisor and refuse to tell me how to make a complaint. I called Quest Diagnose to only be put on hold for a long period of time unable to get this resolved and to file a complaint again I never got a bill prior to going to collection and now I sent a bill that has account balance is $0.00 Because of this I am reaching out to BBB Thank you in advance for your time but this practice need to be stop

    • Initial Complaint

      Date:10/04/2022

      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.
      Quest diagnostics performed lab tests for me on 6/1/2021. They billed my insurance and later billed me (6/9/2021) for the uncovered amounts ($6.40 and $40.96 = $47.36). I paid Quest through my ******************* Account. (Anthem) via 2 distributions. The $6.40 charge was paid on 6/11/2021 and the amount was released and cleared Anthem on 6/23/2021 (Anthem Ref ID ******** for Claim ID *************. The $40.96 charge was paid on 6/11/2021 and the amount was released and cleared Anthem on 6/23/2021 (Anthem Ref ID ******** for Claim ID *************. I heard nothing and thought the bill was settled.On 8/19/2021 I received a bill for $47.36 (acct # ****************, Invoice# ********. On 9/1/2021, I spoke with ****** at the call center and provided the information above about the *** payments. She said that the $6.40 was already marked as paid, but not the $40.96. She said that Quest would investigate. I heard nothing after that and thought the bill was settled.On 1/15/2022, I received a bill for $47.36 (Invoice ********) and received a bill on 2/16/2022 (Invoice ********). Contacting the call center on 2/22/2022, I spoke with ****** (or *****) and provided the information above detailing how the bill was already paid, A case tracking ID was assigned **********, but subsequently I heard nothing from Quest. The next bill for $47.36 came 7 months later (9/22/2022, Invoice ********). I do not know how to make Quest correct their accounting errors and make the random bills stop. I have been unable to reach a person at the call center or online chat now. I want Quest to provide a statement acknowledging that the account is cleared of the $47.36 charges assigned from those lab tests.

    • Initial Complaint

      Date:10/02/2022

      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 has engaged in a practice of after a bill is paid, other billing notices show up with (presumably) different account numbers and often with a threat of contacting a collection agency - even though I have repeatedly specifically asked for the cumulative total of all fees from these various supposed account numbers so I can pay the full balance(s). I am not sure these were all valid charges, but I sent money so I can be in a position of not facing penalties for owing a debt. Several months had passed and I had not heard anything further or received any more billing notifications, so I assumed that the balance had been paid. Then on September 13th (2022), I received a letter from credit collection services for a dubious claim that I owed $29.38 to Quest Diagnostics - EVEN THOUGH I HAD RECEIVED NO NOTIFICATION ABOUT IT! The collection agency stated in their letter that the alleged debt could be disputed on their website. This proved to be a false claim (a lie), as there was no option for doing that on their website. There were only multiple payment options.I sent the payment to Quest instead of the collection agency. Yet as soon the payment ostensibly cleared all accounts and I asked for confirmation, the Quest billing representative then said I owed a further $2.73! When I asked for an explanation, she instead transferred me to a different representative. This new person confirmed that I did not owe any further balance. I asked for & received a confirmation number (******), though I do not fully trust them. Worst of all, my credit rating was unjustly adversely affected. I have an excellent credit rating because I pay all bills in a timely manner. I have maintained this practice for decades and was making the effort to ensure the full balance was paid, although I had reason to question that all of the charges were valid. Their BAD FAITH BUSINESS PRACTICES are tantamount to ****************** beyond irresponsible & incompetent accounting!

    • Initial Complaint

      Date:10/02/2022

      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 daughter went to quest on 12/27/21.They sent a bill in 6/03/22. After speaking with them, it appeared that they did NOT send to my insurance company. I confirmed the insurance info. They sent another bill on 6/29/22. I again reached out and informed them that my insurance company had not received a claim yet. On 9/27/22, I received a notice from a debt collector . Is quest trying to scam patients ? They still have not sent claim to my insurance company as I have checked for the 5 th time! How dare they threaten my daughters credit . I have called them so many times about this and they either have incompetent employees or they are trying to scam patients into paying . Quest is my insurance company's preferred lab meaning my insurance company will pay 100% of the bill. I am appalled that quest has done this and I want them reported to the department of health! Please help with this situation. Thank you

    • Initial Complaint

      Date:09/29/2022

      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 my yearly (no out of pocket) blood work performed at Quest Diagnostics on November 23, 2021 and received a bill in May 2022 for $241.84. The staff at ***************************** coded the Vitamin D portion of my blood work as preventive (code *****) which was incorrectly coded.My *************** Care assistant spoke with *** from ********************* ************* on 6/2/22 and the claim was resubmitted (faxed) to Quest on 6/17/22. However, Quest never reprocessed the claim. I spoke with ****** at ********************* ************* on 9/2 and she confirmed the paperwork was submitted to Quest on 6/17/22 (speciman #WX4566550). ****** sent the paperwork again, this time including my Quest account number **************** and the claim still hasn't been reprocessed. I called Quest *************) on 9/14 and spoke with ****** and was informed they still didn't receive the fax. I requested the Quest fax number *************) and was informed to provide my Quest account number and that it takes 10 days to receive fax and **** to review (***** days to reprocess).I called ********************* ************* once again and spoke with ****** on 9/14 and the fax was resubmitted. I called Quest back on 9/29 *************) and spoke with ****** and I was informed they still hasn't received the fax.I'm requesting that Quest reprocess the claim to my insurance company, call my health provider to straight out this mess, or refund me the $241.84 I've already paid.

    • Initial Complaint

      Date:09/28/2022

      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.
      I was having tests run and I signed up for a payment plan on line. I was supposed to make five payments. The last payment would be 1/7/2023. I got a confirmation number of *******. As soon as I got the confirmation number, just a few days later, I got a letter from Credit Collections Services (dated 9/14/22.) This is a letter stating that the amount had gone into collections. But I&#**;m not even finished paying it yet. When I called H313431313032**363336H about this, and told them that I had started the payment plan, they said that I had to pay the full amount through the collections service. I don&#**;t want this effecting my credit score.

    • Initial Complaint

      Date:09/28/2022

      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 went to quest diagnostics located at ****************************************************************************** for a drug screening. I was told I have to remove my jacket while someone was in the restroom with me and if I had a an head covering I wouldve had to remove it as well. This is unacceptable and does not respect ones religious beliefs or morals. Only explanation This is how we do it after going back and forth explaining to them I always wearing long sleeves and I dont show arms, chest, etcI took it off and then another extremely rude small lady with dark hair says oh, youre refusing the test AFTER I went through the motion of getting half naked. The door was also OPEN and a man was in the other room. I felt extremely violated!

    • Initial Complaint

      Date:09/27/2022

      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.
      Quest Diagnostics owes me a refund, as admitted to in an email, for services rendered on Febuary 18. I overpaid the bill by $217.63 because the company demanded payment prior to insurance adjustments. Instead of returning the appropriate amount of money, the company reported my wife to a debt collection agency to pay for a different date of service - February 25. As shown in the attached proof of payment, this bill was already paid. I want a full refund and for harm caused by libel for reporting a knowingly false claim to a third party.

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