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: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 

  
  

• Initial Complaint

  Date:05/20/2025

  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 a repeat customer at **********************. I have used them several times in the past and was very pleased with the service. Whenever I used them in the past, they ran my insurance and told me at the time of service how much I owed. I had blood drawn on September 19th 2024, for several tests. Some of these tests were follow-ups from the covid infection that damaged the nervous system in my heart. One of these follow-up tests was for my ********* level, which was discovered to be dangerously low, and my doctor wants to keep ensuring that it does not get low again. On this day, I was not aware that my insurance company did not permit more than two tests within a 12-month calendar.. I knew they allowed 2 tests a year. But in this case, I would not be eligible for a new test for another 3 weeks. However I was not informed of this by quest diagnostics when they drew my blood and submitted the tests. This is very different from how they checked my insurance in the past. If I had known it was rejected, I would have rescheduled it for 3 weeks later,. They went ahead with the test and then instead of it costing me $7 out of pocket, they charged me more than $250 for the test because it was rejected by *****I called twice to try to get them to adjust the payment because in my view, they neglected to to run the insurance check as they had done before. It's $200 to their benefit to not check insurance and to charge me $250 because otherwise the insurance would have paid them $45 and I would have paid them $7. As a customer, I am outraged at their indifference to the economy of expecting a test to cost $7 and end up costing more than $250.. I paid $50 towards the test because that's what they would have received if they had told me up front about the rejection and I had waited 3 more weeks to be tested. I'm very upset with this self-serving business practice and I want to report it now that I have received a collection letter for $222.64

  Business Response

  Date: 06/04/2025

  Dear ***** *******,
  

  Thank you for contacting Quest Diagnostics regarding your September 19, 2024 date of service.
  

  Please know Quest Diagnostics does not process patient claims, therefore we are not able to determine if the testing will be covered at the time of service.The insurance processes the claim according to the patients plan benefits and advises Quest Diagnostics what to bill the patient. Quest Diagnostics does not question the physician orders, we perform the testing that the physician orders for their patients.
  

  Patients can obtain a paper copy of the testing being ordered by your physician prior to services and can contact their insurance carrier prior to services to be advised whether the testing being ordered will be covered by their insurance plan.
  

  Sincerely,
  Stephanie 

  Customer Answer

  Date: 06/04/2025

  
  Complaint: 23355905
  
  I am rejecting this response because:
  This is not the business model that I received from the Quest Diagnostics storefront in the ********************. My insurance was run and I paid at the time of service. That practice changed when the store front closed and I had to go to the lab at ******************. It changed without my knowledge. Please explain when it changed.

  I have never had to contact my insurance for approval beforehand with any testing in all my 43 years. I'm not sure I would know how to do that. The provider always has done that for me as their customer. 

  If you insist on refusing to accommodate me, I will ensure that I warn my friends and family that you will price ***** them and not think about anything other than your bottom line. 
  
  
  Regards,
  
  ***** *******

  Business Response

  Date: 06/10/2025

  Dear ***** *******,
  
  At the time of service, the phlebotomist can produce an estimated patient responsibility. Quest Diagnostics does not process claims and is not able to provide the exact amount that the patient would be responsible for prior to services.
  
  The insurance denied the testing as patient responsibility. Quest Diagnostics cannot adjust the invoice unless the insurance deems the test not patient responsibility.
  
  Sincerely,
  *********

• Initial Complaint

  Date:05/20/2025

  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.

  May ****** I visited the Center in ****************** to have lab work done. I was told by the phlebotomist that my lipid profile would not be covered by ******** based on the timing of the last test. I was informed that I would be responsible for the $169 charge for this test. With that information, of course I declined the test until a later date. When I received my results, there was a note to the doctor that Pt refused test but encouraged to do so. This company has charged me in the past for a test when they were not properly coded by the doctor and this is no different. To lie to the doctor stating they encouraged me to have the test is the worst business practice ever.

  Business Response

  Date: 06/04/2025

  Dear ******* ******,
  

  Thank you for contacting Quest Diagnostics regarding your May date of service.
  

  Please know that by law Quest Diagnostics is required to inform the ordering physician if their patient declined a test.That is the verbiage Quest Diagnostics uses. At the time of service, if a patient declines a test, they are encouraged to come back to have it performed at their convenience.
  

  I appreciate the opportunity to respond.
  
  Sincerely,
  *********

  
  

  Customer Answer

  Date: 06/04/2025

  
  Complaint: 23353149
  
  I am rejecting this response because: The company should also include in their verbiage to the physician that the test was declined due to possible non coverage of the cost of the test. Their verbiage paints the patient in a negative light to the physician.
  
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/16/2025

  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.

  Quest Diagnostics has been sending me bills in the amount of $10.10 since November 2024. I have made 7 attempts to reach them & get the issue resolve. Each time I call, I am left on hold for 20 to 25 minutes & each time a Quest representative tells me they will take care of it, which they don't. I do not owe the $10.10 & expect Quest to remove this charge. Thank you for your help.

  Business Response

  Date: 05/22/2025

  Dear **** *****,
  

  Thank you for contacting Quest Diagnostics regarding your August 8, 2024 date of service.
  

  Please know ******* from your insurance stated they are having the doctors office review the bill as it should have been preventative.The invoice has been placed on hold to allow time.
  

  I appreciate the opportunity to respond.
  

  Sincerely,
  *********

• Initial Complaint

  Date:05/15/2025

  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 continue to receive bills from Quest despite requesting that they bill my secondary insurance. I am covered under Indiana State ********.Quest has been provided secondary insurance information during the blood draw, subsequent to the blood draw, and by way of BBB complaints. The secondary insurance info has not changed, and continues to be Anthem IN ******** with Member ID **************** most recent attempt to bill is under lab code, WDL, billing ID, **********, for date of service 1/24/2025. If there are other bills under my account, my secondary insurance should be billed for those, too.

  Business Response

  Date: 05/22/2025

  Dear ****** ***,
  

  Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your invoice.
  

  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.
  

  Please disregard the invoice you have received as the claim is now being billed to your secondary insurance.
  

  You may contact the billing department at ************ for future invoices to process your claim to the secondary insurance.
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  *********

• Initial Complaint

  Date:05/15/2025

  Type:Product 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.

  A bill was paid 3/10/2025 in the amount of $181.40. An incorrect bill number was sent through Bill **** I received a late notice around the 21st and contacted the bank. They misinformed me that they would stop payment, so I sent a second payment with correct bill number. It was received and credited, but the first check with incorrect bill number was cashed by quest, but never credited or refunded. Bill pay company sent documentation twice with no cooperation from quest.

  Business Response

  Date: 05/16/2025

  Dear ****** *********,

  Thank you for contacting Quest Diagnostics regarding your payment. 

  If you would please provide me with the invoice number, if you do not have the invoice number, please provide the date of service or patient date of birth.

  Thank you,

  Stephanie 

• Initial Complaint

  Date:05/15/2025

  Type:Product 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.

  Bill ********** - I set up a 12 month payment plan with Quest, with the first auto draft payment due on 3-18-25. On 3-17-25, I paid the bill IN FULL and was advised by the customer ********************** representative that my auto draft payments were canceled. On 3-18-25, my auto draft payment processed. The total for the bill was $115.26, and I have now paid a $9.61 overage. I have contacted the business and was advised to allow a 30 day refund from April 14, 2025, and still do not have said refund.Bill ********** - I set up a 12 month payment plan with Quest, with the first auto draft payment due on 3-18-25. On 3-17-25, I paid the bill IN FULL and was advised by the customer ********************** representative that my auto draft payments were canceled. On 3-18-25, my auto draft payment processed. The total for the bill was $739.72, and I have now paid a $61.64 overage. I have contacted the business and was advised to allow a 30 day refund from April 14, 2025, and still do not have said refund.Bill ********** - I set up a 12 month payment plan with Quest, with the first auto draft payment due on 3-18-25. On 3-17-25, I paid the bill IN FULL and was advised by the customer ********************** representative that my auto draft payments were canceled. On 3-18-25, my auto draft payment processed. The total for the bill was $321.73, and I have now paid a $26.81 overage. I have contacted the business and was advised to allow a 30 day refund from April 14, 2025, and still do not have said refund.Bill ********** - I set up a 12 month payment plan with Quest, with the first auto draft payment due on 3-18-25. On ******, I paid the bill IN FULL and was advised by the customer ********************** representative that my auto draft payments were canceled. On 3-18-25, my auto draft payment processed. The total for the bill was $225.22, and I have now paid a $18.76 overage. I have contacted the business and was advised to allow a 30 day refund from April 14, 2025, and still do not have said refund.

  Business Response

  Date: 05/16/2025

  Dear ****** ******,
  

  Thank you for contacting Quest Diagnostics regarding your refund. I am very sorry for the frustration this may have caused.
  

  Please know that I have processed your overpayment check refunds.I will continue to monitor the processing of the refunds. If you would kindly allow 2-3 weeks for you to receive these checks in the mail.
  

  I am sorry for the time and effort you have made to have your concerns resolved and I appreciate the opportunity to respond.
  

  Sincerely,
  Stephanie 

• Initial Complaint

  Date:05/15/2025

  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 have been billed for blood work done on 10/15/24 which I paid upon receiving my for $38.34 bill on 12/4/2024. They are sending me bills and saying I am past due. On March 10, 2024 I emailed them a proof of receipt of payment from my bank and they are continuing to send me bills. This is not the first time this has happened to me. My receipt of payment from ********** has a transaction number of ***********.

  Business Response

  Date: 05/27/2025

  Dear ****** ******,

  Thank you for contacting Quest Diagnostics regarding your payment. I am sorry for any inconvenience or frustration this may have caused you.

  Please know that your payment has been posted to invoice number **********. The invoice now reflects a zero-patient responsibility and you may disregard the invoice you have received. 

  I appreciate the opportunity to respond.

  Sincerely,

  Stephanie 

• Initial Complaint

  Date:05/13/2025

  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.

  Service was rendered on November 14, 2024, for my daughter Rhianna. There was an error with my **************** Provider having my daughters *** incorrect. I informed Quest at the first bill sent to me what the issue was and that it was corrected and they can resubmit the bill. This repeated several times into 2025. I also verified the *** was corrected with my ******************** and my **************** Provider and went online to Quest on April 18, 2025 and resubmitted the bill and health insurance information myself. The response email stated it would take up to 6 weeks however, if something was wrong or they needed more information they would contact me within 5 days. I have not been contacted. I did however receive a collection mail today from a debt collector stating I failed to pay my bill. The bill collector stated Quest is showing I never attempted to pay my bill and Quest will not resubmit to my ****************. Before submitting this claim, I called my Insurance Provider who stated Quest has NEVER submitted any bills for Rhianna.

  Business Response

  Date: 05/15/2025

  Dear ********* ******,

  Thank you for contacting Quest Diagnostics regarding Rhianna's November 15, 2024 date of service. 

  Please know that the Quest Diagnostics billing team processed the rebilling of the claim following the coordination of benefits. The invoice has been placed on hold to allow time for the insurance to reprocess the claim.

  Sincerely,

  Stephanie