Business Profile

Medical Lab and Testing

Quest Diagnostics

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,342 total complaints in the last 3 years.
398 complaints closed in the last 12 months.

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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:05/12/2025
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.
I got a Bill from Quest for labs I had drawn for a specialist in ******* for fertility issues. Normally, I use *******. I once used Quest instead of Labcorp & the bill was wrong with them charging me the full amount for the labs with no insurance coverage for basic labs I should get coverage on. We eventually got it fixed, & I noted to never use them again. I ended up having to use them a few months later for these same tests due to scheduling issues with LabCorp, when to no surprise, I got my bill & the same thing was wrong with no coverage.I called Quest billing ***************) to explain the issue/mention what happened last time, & the *** was nice enough at first (I did not catch her name). She then came back after putting me on hold, & told me I was responsible for the entire bill. Given I had the exact same issue months prior, I was instantly frustrated. I prefaced my response by saying "I know this is not your fault, but this is ridiculous I'm now on the hook for the entire bill when it got fixed previously." Her response/tone to this was completely unprofessional. She accused me of "yelling at her" said "I know where this is going," "I don't know what you want me to do about it." I explained that I even prefaced my response by saying I know it's not her fault, but this is upsetting given it's a $1200 bill that got fixed previously. Again, she never apologized, acknowledged my frustration etc. It just seemed like she was having a bad day and didn't want to deal with this.I am in the business of customer ************************** could never get away with speaking to someone the way she spoke to me. Nor would I ever speak to someone like that. I welcome Quest to pull my call & then tell me I was "yelling at her." Also, just so Quest knows, my insurance called in with me a couple weeks later & guess what!? That person (*******) knew within 60 sec. what the issue was and helped get the bill fixed. This is unacceptable the previous person could have cost me $1,200.
Business Response
Date: 05/15/2025
Dear **** ******,
Thank you for contacting Quest Diagnostics regarding your invoices, I am sorry for any frustration this may have caused.
If you would please confirm the phone number you called the billing team on and the date of the call so that I can have the calls pulled for retraining purposes.
Regarding the invoices in question, would you please provide me with the invoice numbers for review. If you do not have the invoice numbers, you can provide the dates of service or patient date of birth.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:05/12/2025
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.
I went in for blood work on 4/30/25. After one week of not seeing any emails about my blood test results I decided to check online for my status. My status says pending. After trying for 30 minutes to get a customer ********************** number I called. That was exactly one week after being tested. The customer ********************** agent said my results will be sent by email later that day. If not call back. I haven't got my test results and I can not get through anymore to speak with someone. I have called over and over and over no one never answers. The location is ************. **** *****,**.
Business Response
Date: 05/22/2025
Dear ******* ******,
Thank you for contacting Quest Diagnostics regarding your April 30, 2025 date of service. I am sorry for any frustration this may have caused.
If you would kindly let me know if you have received these results. If you haven't, please confirm the email address that I can have these sent to.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:05/08/2025
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.
On May 5, 2025, I went to the Quest Diagnostics lab at *********************************************************** I arrived at 3:18 pm and have my location screenshot for proof. I had a stat lab ordered as well as a non-stat order I purchased online for cheaper, I was called back and told that since I did not have a print out of the Stat lab order, I would have to wait my turn in line on the standby list that I had also already signed up for at about 3:20 pm, as soon as I walked in. The woman told me I would be seen after the 5 people ahead of me. That was probably about 3:25 pm. I waited and waited and about 4:15 pm, another woman came out saying it was 4:15 and anybody on the stand by list would not be seen. I explained to her I had been there already for an hour and the other lady told me I would be called and seen after the people ahead of me. She said she announced it several times that they would not take anyone after 4:15. I told her not once had she came out and said that while I was in the waiting room or I would have questioned it. I explained I was there already for an hour, I did not check in after 4:15 pm, and I was told I would be seen by the other lady. She absolutely refused. This was blood work for IVF fertility treatments which are very time sensitive and needed to be done that day. Because these two women were unprofessional, unethical and didn't want to do their job, my IVF cycle was thrown off costing me a lot of money. This is absolutely unacceptable, and can be considered false advertising as Well considering they advertise they are open until 4:30. No patient should be there for an hour waiting, only to be told at the end they won't be seen. This is absolutely unacceptable for a healthcare provider.
Business Response
Date: 06/03/2025
Dear **** *******,

Thank you for contacting Quest Diagnostics regarding your May 5, 2025 visit to the Stockton Patient Service Center. I am very sorry to hear about your experience.

Please know your concerns from your visit are under investigation with the ************************** team. If you would kindly allow time for the investigation and I will follow up with you.

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.

I appreciate the opportunity to respond to your concerns.

Sincerely,
*********
Customer Answer
Date: 06/03/2025

Complaint: 23306272

I am rejecting this response because:

Regards,

**** *******
Customer Answer
Date: 06/06/2025

Complaint: 23306272

I am rejecting this response because: I would like to add the names of the women who refused this urgent bloodwork needed for a time sensitive fertility treatment, ****** and *******. Please reach out to me for screenshots of my location that I took that day to prove the time I arrived at, as i'm sure the two individuals will lie and try to say I got there late, or try to lie and say they announced the 4:15 cut off while I was there, which would be a lie as I sat in the waiting room for an hour expecting to be seen only to be turned away because they didn't want to do their job! Please email me regarding this. I want to ensure these two individuals are reprimanded for their level of care to a patient undergoing very time sensitive fertility treatments. I would also like to file a complaint with the primary department who oversees Quest Diagnostic Imaging Centers.

Regards,

**** *******
Initial Complaint
Date:05/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
We had a 3:40 p.m. appt at Quest in ******, on 5/6/25. We checked in at 3:32 p.m. and weren't called back until 4 p.m. The tech that took us back allowed myself and my 6yo to accompany my 21yo. A few mins later, another tech came in to draw her blood. Right off the bat, she abruptly told me, with attitude, that my 6yo and I could not be in the room with my 21yo. When I advised her that I had the orders for the bloodwork in an email, she told me I had to go into the waiting room to obtain the email address off of the back of the door to forward the orders. I already had the email pulled up and ready to forward and asked her to give me the email addr. She advised again that the email addr was on the back of the door in the waiting room. She had my 21yo go back with us to the waiting room with no further instruction once we forwarded the email. As 3 diff techs came into the waiting room to call back the next patients, I asked how we would fall back into the queue. None of them ever came back with an answer. I then knocked on the door and when the 4th tech came to the door, I let her know that I had already asked 3 techs for **** and no one came back with an answer. When that 4th tech failed to return, I checked back in and said I was there as a walk in. A 5th tech came out and I let her know that I checked in as a walk in to get someone to FINALLY assist us with our appt that was now 40 mins past due. I said it was unacceptable and my daughter was recently diagnosed with something that made it difficult for her to walk/sit for extended periods of time. The tech originally set to do the blood draw was not nice, and was abrupt in her approach of not being able to stay with my 21yo who was already anxious and wanting me to be with her. She clearly lacked bedside manners and was not even helpful in obtaining the orders. The sup left for the day 15 mins. prior to closing. I was also told, when asking the name of the original tech, that they were not able to disclose names.
Business Response
Date: 05/22/2025
Dear ******** *****,
Thank you for contacting Quest Diagnostics regarding your recent visit to the Frisco Patient Service Center. I am sorry to hear about your experience.
Would you please provide me with the exact address of the Quest Diagnostics location visited and the patients name for further investigation.
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.
I appreciate the opportunity to respond.
Sincerely,
Stephanie

Customer Answer
Date: 05/22/2025

Complaint: 23297726

I am rejecting this response because they are asking for further information to continue their investigation.
Baylor Medical Center, **************************************************************
****** *****
Regards,
******** *****
Business Response
Date: 06/02/2025
Dear ******** *****,
Thank you for contacting Quest Diagnostics regarding your experience at our Frisco Patient Service Center.
Following the investigation you spoke with *********, the Supervisor of the location who addressed your concerns of communication from our staff. Please know that your concerns from the visit have been addressed with the staff of the Frisco Patient Service Center.
I appreciate the opportunity to respond to your concerns. As a valued customer, we hope you will continue to use Quest Diagnostics in the future.
Sincerely,
Stephanie
Customer Answer
Date: 06/03/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
********* is incredible! She politely listened as I explained to her in great detail my experience that afternoon.
She was so kind, reassuring, and an absolute sweetheart to talk to. I felt that I was heard and she apologized profusely for the experience we had encountered that day.
I have no doubt that our next experience will be flawless.
Best Regards,
******** Darce
Initial Complaint
Date:05/07/2025
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.
I have done called them about a bill they keep saying I owe and at the time of service I had ****************** with Peoples Health I have done called them 14 times and I have also called Peoples health and they said its been paid 0 balance. I have been calling since May 8 th 2024. On the 6th call peoples health faxed and emailed the *** to ****** and I heard her say she had received it and now no one can find it This is rediculous!! Can someone PLEASE help me get this resolved without having to get a lawyer???
Business Response
Date: 05/09/2025
Dear ***** *****,
Thank you for contacting Quest Diagnostics regarding the invoice you are receiving.
If you would please provide me with the invoice number for me to further investigate this for you.
Sincerely,
Stephanie
Initial Complaint
Date:05/06/2025
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.
On a previous bill for my husband. I called a total of 6 times about this bill, the incorrect insurance will billed and a discount was not applied. I worked thru several representatives and was told I was lying about what my insurance was claiming and that the bill would be placed on hold and not be turned over to collections. It was turned into collections; I had to reach out for ***'s on the companies behalf. When it was finally resolved I had asked for a manager, I was on hold for a total of 30 minutes and the manager was attempting to de-escalate as I have been trained these tactics as well, but I was concerned more about the process used, and the representatives stating it would be on hold, telling me I lied, this was my own fault and was sent to collections after being told it was on a hold. The manager continued to ask what it was I was looking to resolve. I informed her I have been a nurse for 20 years and have never been treated like I was ignorant by any company like the representatives repeatedly treated me including this manager. It was multiple awful calls taking hours of my time on errors that were not mine to correct, From the front end of attaching the correct insurance to the encounter to the billing end repeatedly treating me as lees than. I write medical policy and procedure for a living and the culture of their billing **** as well as the procedures followed accumulated into one of the worst experiences, I have ever had w a company. When reviewing notes on my chart from the manager none of the conversations I had with any representative where accurately recorded.
Business Response
Date: 05/22/2025
Dear ****** ******,
Thank you for contacting Quest Diagnostics regarding your husbands invoice. I am very sorry for any inconvenience or frustration this may have caused.
Please know the invoice was updated to reflect the correct patient responsibility. Because the outstanding debt is medical, nothing has been reported to the credit bureaus. Once the payment is received the invoice will be closed with collections.
The invoice has been placed on a hold to allow time for payment.
Sincerely,
Stephanie
Initial Complaint
Date:04/30/2025
Type:Sales and Advertising 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 going to quest for about 2 years for blood work, they work with the ************** in ********** and other Mercy locations, I like many people, trust my doctors as well as the phlebotomist. i have been told to trust the professionals. since i had gotten to Mercy endodontology i had let them know that i wasn't feeling ok and that my PCP at the time said my levels were not ok and i needed my medication changed. this was may 24th of 2023. they wanted to make sure i was needing that medication change and when the results came back they said i was fine and my medication did not need to be moved. they around July 10th of the same year i had called because i had a goiter and knew for sure something was wrong but when i got more blood work done the bloodwork came out fine again, saying i didn't need any medication ************** this point i gave up trying to talk to my doctor and just thought i was more sickly than most. then i got a new PCP closer to home and they did my labs for me at their office and their lab results also said my thyroid levels were off and i needed a medication change but also that i was ********* deficient which i had stopped taking my vitamin because i had forgotten the dose a long time ago, but quest had said it was fine so i thought i just didn't need it anymore. throughout the two years my hair was falling out, my nails were brittle, i always had brain fog and i had started to get heart palpitations ect... my doctor made me retake the test with quest and again they said i was fine but due to my symptoms they changed my medication and now every single last symptom i had is gone, and i feel like myself again, i will never be using quest again, i would like the time suffering back but all i could ask is for a refund from them. i tried contacting them but never got a response
Business Response
Date: 05/01/2025
Dear ***** *******,
Thank you for contacting Quest Diagnostics regarding your concerns.
I appreciate you taking the time to provide your feedback.If you would like for me to further investigate the validity of your results, I will need some additional information. Kindly provide me with your date of birth and the dates of service.
Regarding your refund request, I would like to follow up on why you didnt get a response. Would you please let me know who you contacted for the refund. Please provide the phone numbers or email addresses you contacted.
I appreciate the opportunity to respond.
Sincerely,
*********
Initial Complaint
Date:04/29/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 is a nightmare! The system to book appointments asks for far more PII than necessary (asking for things not required by insurance companies, etc). So to avoid that you have to book by phone, which is very inconvenient due to long wait times, etc. But the worst part is paying the bill. When you contact hem to pay they again want to collect all kinds of information about you that they don't need. When you ask to speak to a manager expect to wait on hold for at least a half hour and then the call drop by Quest as their people ***** know how to transfer a call. This happened to me 3 times the other day when I was trying to pay a bill. I don't know which is more concerning: that they collect PII that they don't need to file with your insurance or to accept a credit card payment OR that they waste people time for hours when you ask for a supervisor trying to pay the bill. Also, the bills they mail do not indicate if insurance has already paid and that the bill the customer owns is the FINAL bill, or if it is an estimate, thereby requiring the customer to hav to call to verify. I spent hours last week trying to pay a bill with no luck and finally gave up. Why is Quest such an awful company?!! Their hostile buisness practices collecting people information are shady.
Business Response
Date: 04/30/2025
Dear ***** **********,
Thank you for contacting Quest Diagnostics. I am sorry for the difficulties you have been facing.
Please let me know your availability for me to contact you.
Sincerely,
Stephanie
Customer Answer
Date: 04/30/2025

Complaint: 23262994

I am rejecting this response because:
the Issue isnt resolved. You can tell Quest they can reach out to me Thursday evening (5/1) or Friday (5/2) between 1 and 3pm.

Regards,

***** **********
Business Response
Date: 05/01/2025
Dear ***** **********,
Please confirm the phone number provided ************ is the correct number for me to call.
Sincerely,
Stephanie
Customer Answer
Date: 05/02/2025

Complaint: 23262994

I am rejecting this response because: still not resolved.
Please tell the business that the number to call is ************.

thanks,
*****

Regards,

***** **********
Business Response
Date: 05/16/2025
Dear ***** **********,

Please accept my sincere apology for not contacting you by phone. I am prioritizing our call, if you would please provide me any day and time next week for us to connect. I am out of office Friday May 23, 2025.
Sincerely,
Stephanie
Customer Answer
Date: 05/16/2025

Complaint: 23262994

I am rejecting this response because:
they still have not contacted me. It has been weeks!!! You can tell them they can try to reach me Monday between 9-10am CT or Thursday afternoon before 4pm.

Regards,

***** **********
Business Response
Date: 05/22/2025
Dear ***** **********,
I am responding to keep the case open with the BBB as I have not connected with the patient yet. I left a voicemail on May 22, 2025 at 1:14p EST.
Sincerely,
Stephanie
Initial Complaint
Date:04/28/2025
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.
Hello,I have tried and tried to get in touch with Quest Diagnostics, to no avail.I have sent multiple messages, and even TWO weeks after I did NOT receive a response.I am reaching out because I received a bill from them, and I NEVER have been charged before for lab work, and my doctor FAILED to inform me if there would be a charge, and I do not believe I should be charged if I did NOT authorize to be charged.I am reaching out to get a detailed explanation from them, and I will make a
Business Response
Date: 05/01/2025
Dear **** A *********,
Thank you for contacting Quest Diagnostics regarding the invoice you received.
Please know you are receiving this invoice because your insurance processed the claim leaving the responsible party with a co-insurance/deductible of $14.38.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:04/25/2025
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.
Date of Incident: April 25, 2025 Business Name: Quest Diagnostics Location: ********************************************** Complaint Details:On April 25, 2025, I visited the Quest Diagnostics location in *********, **. The phlebotomist who assisted me displayed behavior that was unprofessional, dismissive, and inappropriate throughout the appointment.1. Unprofessional Communication:When I asked for water before a blood drawdue to past difficulties with dehydration and vein accesshe responded sarcastically, saying, You think thats going to help now? instead of offering respectful medical guidance. 2. Incorrect Copay Handling:I was told I owed a $120 copay, which seemed inaccurate based on past visits. When I questioned it, the phlebotomist said, Im just reading what its telling me, and acted irritated. After consulting a colleague, he reprocessed the insurance and confirmed I owed nothingbut offered no apology or acknowledgment for the error.3. Inappropriate Behavior During Urine Test:While attempting to provide a urine sample, I informed the phlebotomist I was struggling and needed more water. In front of another patient, he asked, How much water do you need? in a sarcastic tone. This breached patient discretion and created an unnecessarily embarrassing situation.These actions reflect a disregard for basic standards of professionalism, patient dignity, and customer **********************. While I understand this may not qualify as a HIPAA violation, the behavior violates patient care expectations and undermines trust in a healthcare setting.I have submitted a formal complaint to Quest Diagnostics directly and am now filing this with the BBB to ensure corporate oversight. I am requesting that Quest investigate this employees conduct and take appropriate action to prevent future incidents.
Business Response
Date: 04/28/2025
Dear ****** *******,
Thank you for contacting Quest Diagnostics regarding your April 25, 2025 date of service. I am sorry to hear about your experience.
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.
Your concern has been sent to the Inglewood Patient Service ***************** team for investigation. If you would kindly allow time for the investigation.
I appreciate the opportunity to respond.
Sincerely,
Stephanie

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Quest Diagnostics is NOT a BBB Accredited Business.