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

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.

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.
Business Name: Quest Diagnostics?Business Address: **********************************?Date of Incident: March 17, 2025 April 24, 2025 Complaint:?I am submitting a complaint regarding several significant service failures and privacy violations at Quest Diagnostics, located at ***********************************On March 17, 2025, I visited this location for routine blood tests ordered by my physician, Dr. **** ********. I provided a printed requisition at check-in, but the phlebotomist told me that he already had the electronic version, so I did not press the issue further.After not receiving my test results in a timely manner, I contacted Quest Diagnostics customer ********************** on March 25, 2025. I was informed that my blood had been drawn under a different patients requisition, resulting in an incorrect test a genetic test that was neither ordered by my physician nor authorized by me. I escalated the matter to a supervisor, ***** ******, who assured me that the genetic test would be stopped and that I wouldnt be billed for the correct tests that would be performed on March 26, 2025.However, despite the assurances, I was billed on April 8, 2025, for the tests performed on March 26, despite being told I would not be charged for those tests.On April 21, 2025, I returned for additional lab work. The requisition listed three tests, but the phlebotomist only performed two tests without explanation. I only learned of this error when my doctor contacted me and asked why one of the tests had not been performed.On April 24, 2025, I had an appointment at 12:00 PM. I checked in via my phone at 11:53 AM, arriving in the waiting area by 11:55 AM. However, despite my timely arrival, patients with later or standby appointments were called ahead of me. At 12:30 PM, I asked the phlebotomist why I hadnt been called yet, and she incorrectly stated that she had called my name but I wasnt presentwhen in fact, I had been in the waiting area the entire time.
Business Response
Date: 05/09/2025
Dear ********* *****,
Thank you for contacting Quest Diagnostics regarding your recent dates of service.
Please know that your concerns are been escalated and being investigated by the area management team of the Patient Service Center location visited.
I appreciate your patience and the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:04/22/2025
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.
They waited until I arrived at my appointment and had spent the whole day fasting to tell me they could not proceed with my appointment. A simple text, email, anything could have avoided this. When I complained to the tech, all I got was a shrug and some excuses about different departments. It doesn't matter what department did what. Just send an email or a text. It's bad policy no matter who you are.
Business Response
Date: 04/29/2025
Dear ***** ********,
Thank you for contacting Quest Diagnostics regarding your recent visit, I am sorry to hear about your experience.
If you would kindly provide me with the exact address of the Patient Service Center visited and the date of service for further investigation.
Sincerely,
Stephanie
Customer Answer
Date: 04/29/2025

Complaint: 23235653

You asked for the address and date.

Date and Time
Tuesday, April 22, 2025 10:30 AM EDT
Location
*********************************
*****************-8780
Confirmation code
MFZHIU

Regards,

***** ********
Business Response
Date: 05/02/2025
Dear ***** ********,

I sincerely apologize for my error in my most recent response to you, forgive me.

Please know that I received your information and have sent your concerns for investigation to the ******* Patient Service ***************** team.

Sincerely,
*********
Customer Answer
Date: 05/02/2025

Complaint: 23235653

I am rejecting this response because: it is not yet a resolution or an offer to resolve. Please continue investigating

Regards,

***** ********
Business Response
Date: 05/09/2025
Dear ***** ********,

Thank you for your patience while your concerns were further addressed and investigated. I am following up regarding the call you received from Takayea.

Takayea explained that the Patient Service Center has limited access to what they are able to see during the time of the visit. We are sorry that you did not receive your invoice. Please know that ******* also advised that when you return to the Patient Service center, we would accommodate you.

I appreciate the opportunity to respond to you and thank you again for your patience while your concern was further investigated.

Sincerely,
Stephanie
Initial Complaint
Date:04/22/2025
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 continues to change codes submitted by my doctor for blood work to a general health panel *****, which my insurance does not cover and charged me $302.08. Why does Quest continue to change these codes?
Business Response
Date: 04/24/2025
Dear ***** Via,
Thank you for contacting Quest Diagnostics regarding your January 14, 2025 date of service.
Please know Quest Diagnostics does not question the physician orders, we perform the testing that the physician orders for their patients. Quest Diagnostics does not change the codes that are provided on the order from the physician.
If your doctors office has any additional information to provide for the claim to be resubmitted they may contact our billing customer ********************** at ************.
I appreciate the opportunity to respond.
Sincerely,
*********

Customer Answer
Date: 05/02/2025

Complaint: 23235366

I am rejecting this response because:

I was told by my ************** that they never submitted the code for general health panel *****. That Quest changed the code to bundle them and my insurance does not cover.

Regards,

***** Via
Business Response
Date: 05/09/2025
Dear ***** Via,
Thank you for your patience while I further investigated your billing concern.
Please know that I have resubmitted your invoice for reprocessing to your insurance. Kindly allow 4-6 weeks for reprocessing.
Sincerely,
*********
Initial Complaint
Date:04/21/2025
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.
Quest Diagnostics has sent their payment request to ******** and to Tricare for the bloodwork they did. They got paid for this work. Now they are trying to charge me for this work, which was covered by ******** and *******. In effect they are trying to get paid twice. When we refused to pay they sent it to a collection agency; Credit Collection Services. This is blatant insurance fraud on their part. They are trying to get more money than they agreed to accept for doing the services.
Business Response
Date: 04/22/2025
Dear ******* ***********,
Thank you for contacting Quest Diagnostics regarding your April 10, 2024 date of service.
After reviewing invoice number **********, ******** processed the claim stating three of the tests performed were denied as not medically necessary. The secondary insurance, *******, processed the claim stating they follow ******** guidelines and did not make payment towards the denied testing.
If you have an updated Explanation of Benefits from either ******** or Tricare that shows you are not responsible, you may provide that with your response.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Initial Complaint
Date:04/18/2025
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 WAS DENIED SERVICE AT QUEST DIAGNOSTICS FOR A BALANCE OWED. I NEED THIS BLOODWORK FOR MY DOCTOR TO CHECK MY LEVELS SINCE I AM A KIDNEY TRANSPLANT RECIPIENT.
Business Response
Date: 04/18/2025
Dear ****** *******,
Thank you for contacting Quest Diagnostics regarding your invoice.
If you would please provide me with your invoice number and the address and date of the location visited.
Sincerely,
Stephanie
Initial Complaint
Date:04/15/2025
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 04/15/2025 at 7:00 AM, I had a scheduled appointment at Quest Diagnostics (****************************************). I was turned away due to staff citing cross-contamination concerns for a specimen collection. As a healthcare professional with over 16 years of experience, I find this both alarming and contradictory. Staff have access to proper PPE, disinfectants, and biohazard disposalall standard safeguards against contamination.The website did not disclose that this type of specimen would be refused and there was no ability to speak with staff prior to scheduling. Website has limited options. I even offered to self-collect the specimen using PPE, disinfect the restroom, and seal the biohazard bag properlyyet I was still denied service. The kit provided lacked essentials like gloves and a collection tool. Specimen kits need to be prepared and put together with proper PPE for safe collection. Not just a specimen tube and toilet hat. My child left in discomfort, and over 40 minutes of time was wasted.During my visit, I witnessed serious infection control violations: staff wore the same protective smocks between patients, used the same gloves across rooms and common areas, and failed to wash or sanitize hands properly. No hand hygiene or glove disposal protocols were followed between patient interactions. This is a major health risk.Additionally, the waiting area was visibly unsanitarycheck-in tablets and seating were smeared and unclean. With illnesses like COVID, RSV, and measles circulating, this is unacceptable. There was also no opportunity to speak to a technician beforehand, and no visible management onsite.I request: (1) A formal investigation into this locations hygiene practices, (2) better website transparency on testing limitations, (3) confirmation that staff are properly trained in infection control, and (4) immediate improvement in cleanliness and supervision at this location.Sincerely,****** ********
Business Response
Date: 04/25/2025
Dear ****** ********,
Thank you for contacting Quest Diagnostics regarding your April 15, 2025 date of service.
Please know your concerns have been investigated with the senior management team of the ******* location.
Following the investigation, we show the patient appointment time was for 7:40am and the patient checked in at 7:03am. The phlebotomists of the location assigned the patient by providing the necessary collection supplies. It was explained that it is best to do this collection at home to avoid any risk of cross-contamination but let the patient know she could also use our restroom if that was more convenient for her.
While this patient is a medical professional, the team reviewed the steps to be sure everything was done correctly.
I am sorry for any frustration your visit to our ******* location may have caused.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Initial Complaint
Date:04/14/2025
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 the issue with Quest Diagnostics billing department as they don't answer the specific questions regarding my bill. As was confirmed by Quest lab manager, the Quest has a procedure for patient consent before performing tests not covered by insurance, called the Advance Written Notice. I was not informed by Quest that part of the tests (25-OH ********* and B-12) are not covered by insurance and did not provide consent to do them as required by Quest procedure at the time when tests were collected. As I ask billing department if they checked the reason with the Quest branch that collected the tests why the procedure for informing and consent was not done, and to discard the charges as applicable, they don't provide the answer, giving the general answer that does not answer the question regarding Advance Written Notice procedure not done by Quest.Also, the tests were charged at rate billed to insurance company, not the rates they have on Quest website when patient pays out of pocket. When asked about the reason and asked to recalculate to out of pocket rate, again, no answer to the question, but general answer not related to specific question.I request them to provide the answers for these questions or confirm that they don't want to answer the question, so I can use them in further complaints to **********************************, other authorities that will review violation of procedure and my rights, and court if it can't be settled outside of litigation.Thank you,Anastasiia
Business Response
Date: 04/17/2025
Dear Anastasiia Kremsaliuk,

Thank you for contacting Quest Diagnostics regarding your November 1, 2024 date of service.

In certain cases, for tests that Quest Diagnostics knows are likely not covered based on a health plan's policy we will issue you an Advising Written Notice. However, it was not indicated for your testing as your insurance will cover the testing when it is deemed medically necessary. If you feel as though your insurance processed the claim incorrectly, please contact your insurance carrier.
Regarding the difference in pricing on our Quest Health website when a patient pays out of pocket,CIT (consumer ordered testing) differs in several ways. There is no physicians order. Consumer-initiated and physician-directed services differ in several respects, including pricing. Patients pay for CIT upfront and therefore there is no bad debt, or any associated costs related to insurance submissions,patient billing, billing research or collection efforts. *** purchases do not involve a health plan. These tests must be purchased online before services are performed. Only you, the patient/consumer will get their results. With ordering from CIT platform, you pay on a website, upfront.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:04/11/2025
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 called and spoke to a representative on 2/14 who gave me a price of 130 for bloodwork. I just received a letter in the mail saying I owe ****** and they are not reducing the amount. I had called to get the price before hand so I knew what it would be if I decided to go. Had I known I was lied to I wouldnt have gone
Business Response
Date: 04/17/2025
Dear ***** ********,

Thank you for contacting Quest Diagnostics regarding your February 17, 2025 date of service.

Invoice number ********** for your February 17, 2025 date of service was processed by ***** stating the $356.30 balance is the co-insurance/deductible that is the patient responsibility.

Quest Diagnostics does not process patient claims, therefore we are not able to determine if the testing will be covered. The insurance processes the claim according to the patients plan benefits and advises Quest Diagnostics what to bill the patient. Patients 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: 04/17/2025

Complaint: 23194187

I am rejecting this response because: this has nothing to do with insurance. I was told on 2/14 that I would financially qualify for a reduced payment making my total 130. This year as told to me before I even had the blood work done. I have the email that was sent to me on 2/14 and had the bloodwork done on 2/17. I know I have a high deductible plan and had called to get pricing before hand or I would have not had the blood work done! ***** had told me prior that it would cost 130 due to my income and household. Again this has nothing to do with my insurance. I was also told my provider is part of a financial program that would drop the price of this test also. This information I passed on to a representative on 4/14 and was advised she would get back to me..,here we are 4/17 with no response.

Regards,

***** ********
Business Response
Date: 04/21/2025
Dear ***** ********,.
Would you please provide me with the form you filled out and the approval letter for review?

Sincerely,
Stephanie
Initial Complaint
Date:04/09/2025
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.
Quest diagnostics sent a bill to collections for my son's blood work. Upon inquiry, the bill was mailed to an incorrect address and the wrong insurance was billed. After speaking to a *** and being put on hold, I was hung up on. What kind of business is this?
Business Response
Date: 04/11/2025
Dear ***** ********,
Thank you for contacting Quest Diagnostics regarding your sons invoice. I am sorry for any inconvenience or frustration this may have caused.
Please know on April 10, 2025 a Quest Diagnostics billing representative voided the claim with the insurance that processed the claim.The invoice was then updated with the insurance information you provided to the representative. If you would kindly allow 4-6 weeks for the insurance to process the claim and provide the response to Quest Diagnostics.
The invoice was mailed to the same address you provided to the Better Business Bureau, if there is a different address that needs to be updated for ******* invoice please provide it.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:04/08/2025
Type:Delivery 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 visited quest diagnostic with a lab order for a peripheral blood smear on 3/8/25. After several weeks I noticed that no peripheral blood smear results were provided. I contacted the company via email several times with no success. Due to the nature of my blood results and symptoms/family history of cancer and blood disorders another doctor ordered a peripheral blood smear test for me. I went to quest diagnostic on 4/8/25. After taking my blood the lab techs showed me the labels to verify my name. I saw that the test did not say blood smear and asked if I would have the results of the blood smear online. She said "I guess, if they decide to do the test" I explained this is my second time trying to get this test performed and this is the test my doctor is ordering, why would it not be performed? She said she did not know. I contacted quest by phone. It was verified that on 3/8/25 a blood smear was ordered and not performed. I was placed on hold for an hour and then hung up on. I called again and was told quest does not perform blood smear. I asked why I was being stabbed with a needle and why blood was being taken from me if the test being ordered is not going to be done. I was told they only do it if a clinic asked them to and not if a patient goes to get it done. I am suffering harm physical and emotional not being able to get this test done to ensure I do not have cancer or a blood disorder. I requested to speak to a manager to file a complaint and I was again hung up on. Please help. This appears to be medical negligence and failure to test or diagnose timely.
Business Response
Date: 04/17/2025
Dear ******* *******,
Thank you for contacting Quest Diagnostics regarding your testing concerns. Effective January 13, 2025, Quest discontinued clinician-ordered Peripheral Blood Smear by Pathologist, test code 833. It is recommended physicians order test code 6399 which is a *** that includes Differential and Platelets.

After further review of your concerns, we show you had testing on 4/8/2025 for test code 6399. Please reach out to your physician regarding your test results. Your physician may request a medical consult if they would like to discuss your results.

Thank you for bringing this matter to our attention.

Sincerely,
Stephanie

Customer Answer
Date: 04/17/2025

Complaint: 23177753

I am rejecting this response because: if quest laboratory does not perform peripheral blood smear which is the exact wording on my lab order form then the patient should be advised and blood should not be taken without the permission of the patient understanding that the test will not be performed. This is an essential and important test and it clearly states on the lab order peripheral blood smear you SHOULD NOT take a persons blood if you are not performing the test stated on the form. The test was specifically requested so a pathologist could review the sample. You notifying me now after putting a needle in my arm and taking my blood with the intention of a blood smear being performed is invasive to the rights of me as a human being and invasive to my body. My lab order clearly states blood smear it does not state *** with differentials and no one informed the patient this test was not being done. In fact, it seems you have failed to inform providers because upon checking with my provider they were unaware that quest does not perform peripheral blood smears. In fact, this was my second medical order for the blood smear because this was not performed initially on 3/8/25 when my other provider ordered the test and when I tried to contact you about missing results no one got back to me. So again the test was ordered on 4/8/25 my blood was taken and again neither the patient or the provider was informed that the peripheral blood smear would not be performed. This is medical negligence and could potentially delay diagnosis for the patient due to failure to inform and it is ethically wrong that you would take someones blood for a lab order that clearly states peripheral blood smear but NOT perform that actual test specifically worded on the lab order. Instead you took my blood without allowing me to get a test that could potentially help me get a diagnosis when I could have gone somewhere that would perform the actual test being requested. You not only physically harmed my body and removed my blood but you have done this twice now without properly informing the patient of what you are doing and you are preventing me from being able to get the test done by neglecting to inform me that you do not perform the test being requested and clearly the providers are also unaware. Two times now this has occurred when both lab orders clearly state peripheral blood smear. Service one is dated 3/8/25 and service two 4/8/25.

Regards,

******* *******
Business Response
Date: 04/25/2025
Dear ******* *******,
The phlebotomists at the Patient Service Centers are trained to inform the patient and client if we dont have an alternate test or process. For your March 8, 2025, date of service a *** was ordered.

Sincerely,
Stephanie

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Quest Diagnostics is NOT a BBB Accredited Business.