Complaints

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:07/11/2025

  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 07/04/2025 at 8:12 a.m. this company attempted to charge our credit card for $15.96. This is a national holiday, the company was closed, and we were at home not using our credit cards at all. We had to request a new credit card due to this fraudulent charge. Then today, 07/11/2025 at 8:14 p.m. there was a new fraudulent charge for $19.00 attempted. This is coming one day after the new card was activated. Again, we did not make this charge, the new card has yet to be used at all, and it was outside of this company's operating hours. It should also be noted we have received zero bills from this company. Thankfully our card company is declining the charges but clearly someone within this company is stealing customer's information and attempting to use for monetary gain.

  Business Response

  Date: 07/17/2025

  We have reviewed the complaint regarding the billing in question and conducted a thorough investigation. Our records confirm that the patient pre-authorized the use of her card at the time of service, and the charge was processed in accordance with that authorization. 

  Following receipt of the complaint, we attempted to contact the patient by both phone and email to discuss the matter and address any concerns. Unfortunately, we did not receive a response to our outreach attempts. 

  Based on the documentation and the authorization obtained prior to processing the payment, we believe the charge was valid and not fraudulent. Should the patient wish to discuss further, we remain available and willing to assist in resolving any questions she may have. 

• Initial Complaint

  Date:01/13/2025

  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.

  On 04/04/2024 I received covered services by DLO which were fully covered and paid for by my insurance company. After speaking with both my insurance company and DLO it appears DLO tried to bill it twice and it failed the second time because that is fraudulent. When I called DLO the second time they advised I needed to provide an explanation of benefits (EOB) from my healthcare provider to prove there was a zero $ amount due. They provided an email address at that time of *****************************, I sent the email with the proof and never heard anything back. Few months later we received another letter for the same bill in the mail. Again I called spoke with a rep who said they never received the email and to please send again, providing the same email. Once again I sent it, and this time I was told I would receive a call back once they had processed the email. This never happened. I called several weeks later and again they advised they never received any email, I asked to speak with a supervisor, The supervisor named ********* told me that email didnt exist and to send it to *****************************, this time we received an email back letting us know that our email was received and they would contact us with any questions. We were also told that they are two weeks behind on processing those emails to call then. Today approx 2 weeks later we called asked for the supervisor *********, was told they dont have a manager by that name and asked about our EOB that we sent and requested it be confirmed it was received. They again stated they had no email from us even with our proof of the email being received. They are now telling us we have to fax it to them.

  Business Response

  Date: 01/20/2025

  We have attempted to contact *** ******* ******* to gain additional information regarding her Billing Concern via both by phone and email and will continue to do so to help her resolve the issue. While our primary billing department is through our parent company, Quest Diagnostics, we do have local support that we can work with as a liaison for problem investigation and resolution to these issues and concerns. Our local contact number is ************. We look forward to hearing from you and assisting with this process. 

  Customer Answer

  Date: 01/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We have heard from DLO and are awaiting an updated bill with proof of zero amount owed. Furthermore it doesn't appear they will be informing their parent company of the major issues in their billing operations. This will allow access most likely cause continued unnecessary hardship and fraudulent bills to be sent out to customers.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/15/2024

  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 received a small bill multiple times based on what wasnt covered by insurance and any time I tried to pay it I couldn't. Mind you I have no idea where this bill is coming from because I paid the $70 something dollars they wanted initially. So I tried to go online to pay. Did you guys know that the web domain ********** is available to be purchased? Because apparently it is. So I try to call them at their "24/7" bill pay and nope, can't do that either. Apparently my bill number is invalid or something. Finally I googled the return address then had to do more research to make sure my credit card wasn't about to be scammed because it took me to a completely different company. Apparently quest is the parent company or something. Just fix this for the love of God.

  Business Response

  Date: 12/16/2024

  We sincerely apologize for the experience you've had, and I want you to know that your concerns have been shared with the *** Leadership Team. We are in the process of improving and updating our website, **********, and during this transition, you may face temporary access issues, including online services like bill pay. 

  Upon reviewing your account, I see that your bill of $2.68 was paid on 12/15/2024. I understand how important it is to have smooth access to these services, and I appreciate your patience during this time. 

  DLO operates as a joint venture with Quest Diagnostics, allowing us to offer a comprehensive range of laboratory services and in-depth testing results to support your healthcare needs. 

  If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out to our local customer service team at ************. We're here to help you. 

• Initial Complaint

  Date:12/04/2023

  Type:Order 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.

  I received services from DLO on two separate occasions. I supplied my health insurance which is provided by my employer . However, DLO refuses to submit a claim stating that I have secondary insurance and requesting that I pay the full amount despite DLO being in my network and I dont have any other insurance.

  Business Response

  Date: 12/07/2023

  **************,
  
  DLO has filed a claim to BCBS for services rendered for the below dates of service.
  
  8/4/23- $212.31- bill #**********
  8/18/23- $212.31- bill #**********
  8/18/23- $61.87- bill #**********
  
  The denials received on these claims state the claims will need to be refiled to the plan where your physician is enrolled. Typically, the normal process is to file a BCBS claim with the State where the services were performed. The local BCBS claims department will then forward the claim(s) to the respective State for that specific group/plan. Since the services were performed in Oklahoma, we submitted the claims to the local BCBS claims department. In this particular case, BCBS LA is requesting the claims be filed directly to them, since this is where the providers are enrolled. We have reached out to our claims department and the local BCBS representative for assistance in getting this matter resolved and the claims to correct area.
  
  We will put these statements on a 60-day hold while we attempt to work through this issue with your insurance plan. 

  Regards,

  ******************, CEO

  Customer Answer

  Date: 12/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept this as an reasonable excuse until my insurance is filed properly.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/17/2023

  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 provided a urine sample to have cultured on 4/20/23. DLO added a charge for a Venipuncture, I never had any blood drawn, nor would I need blood drawn for a urine sample. I tried to get DLO to correct my bill by deleting this lab and the accompanying charge, but they continue to send a bill for lab work that was not done. I contacted them by email (no response received) and spoke with them directly on the phone. I was transferred to multiple departments in a circular fashion, and not one of them would or have corrected DLO's error. Charging someone for a service that never took place is fraud. This problem has a super easy fix and I would like this corrected asap. My balance should be $0.00. I want an invoice that reflects my $0.00 balance asap. Thank you!

  Business Response

  Date: 07/20/2023

  Thank you for bringing this to our attention.  The phlebotomist in ******* mistakenly charged for a service that did not take place.  We have taken the necessary steps to credit and remove the venipuncture charge from your account.  If you have any further questions or concerns, please feel free to reach out to me directly at ************.

  *************************, **************************** Director

• Initial Complaint

  Date:05/18/2023

  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 continue to receive a bill from DLO Labs for services rendered 13 Sep 2022. When we call the billing department and ask how they are filing the claim, they state they are sending it to our secondary insurance instead of our Primary. When I ask them who told them this, they blame the doctor's ******* yet we have not received any bills from the doctor's ******* We have had this issue on this same bill and a few others from DLO in the past and we and the doctor's ****** have corrected them on how they should bill our insurance. On 12/30/2022 we sent a email to our doctor's billing department with copies of the billing from DLO and they told ** it would be taken care of. We have not received any bills from our doctor because they are filing correctly. This bill is over 8 months old and probably past the filing deadline. This issue is a problem they created by not following the correct filing information. I have to constantly call them to fix this and yet here we are. My husband has also had the same experience with them.

  Business Response

  Date: 05/22/2023

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

  Thank you for bringing your concerns and issue to **. We sincerely apologize for any inconvenience this has caused you. The *** and Quest JV billing team has worked together to review your case and was able to determine the issue. Our *************** Officer has reviewed and approved your claim to be adjustment to $0.00. Please follow up should you have any further questions or continued issues.

  Thank you,

  Diagnostic Laboratory of Oklahoma

  Customer Answer

  Date: 05/23/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/11/2023

  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 having an issue with Quest Diagnostics (DBA Diagnostic Laboratory of Oklahoma) where they are advertising one price for services on their website and then charging consumers multiple times higher than what is advertised. In my case, I received a bill for around 3.6x higher (or $515 higher) than services advertised on their website. Before I had the service on February 2nd, I got a price quote from Quest's website questhealth.com for the tests my physician ordered. I saw the perimenopause panel contain FSH, LH, estradiol, and TSH for $129 (*******************************************************************). I also saw the testosterone test for $69 (********************************************************************). I was surprised to receive a bill for 3.6x higher than Quest's advertised prices which would equate to $198 for the tests ordered. I called billing support phone number and I was told that questhealth.com was not part of Quest Diagnostics even though I mentioned that QuestHealth.com had Quest's name, logo, and referred me to the same testing site at ****************** Later in the day I logged into ********************************************************** to look at my results and noticed a selection in the menu to "buy tests online". This menu selection took me to **************************** which confirms is very much associated with Quest Diagnostics and their pricing. I called them back when I discovered this and they basically responded that I would have had to use the website for that price. However, there was no asterisk or disclaimers next to the price to denote that this was only valid for orders placed through the website. This seems like the most obvious and clear-cut example of overcharging where they are advertising one price and then charging 3.6x higher when a physician orders them instead of a patient ordering them. It is not outrageous or absurd to expect those prices advertised to be honored.

  Business Response

  Date: 05/15/2023

  Pricing through the Quest Direct portal reflects a prepayment transaction where the pricing can be lower. This reflects a reduction in billing costs associated with collecting from the patient after services have been provided.
  
  It is difficult to respond to the pricing concerns expressed without seeing the patients bill.  If the patient went to a physician, the tests ordered could be different than the tests on the shown on the provided links via the portal. There are numerous testosterone tests, for example the male test provided in the link below would not be the same as what is ordered for a female. The links provided refer to a perimenopause panel and a mens testosterone test.  There could also be other testing on the patient's bill that is different than the offerings in the links provided.
  
  DLO would be glad to review the patient's invoice and billing concerns. We understand navigating the healthcare environment can be complicated and confusing. 

  DLO Administration

  Customer Answer

  Date: 05/16/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  I guess that I have to reject this response in order to keep the communication going Yes, I am aware that there are different testosterone assays measuring total, free, and bioavailable testosterone as well as much more sensitive techniques such that use LC-MS/MS for its high specificity and sensitivity that is recommended for children and people assigned female at birth. I am a clinical lab director who specializes in mass spectrometry, although I do not oversee any labs doing hormone analyzes. In any case, the one that was requested for me and ordered was the most common total testosterone test by instrumented immunoassay. There is a high probability that this simple test is the same one listed on the website because I doubt that you are doing something more complicated for $69. I have attached a copy of the bill with the *** code of 84403.

  
  I know that DLO / Quest does not discriminate against someones gender identity, gender fluidity, or gender assigned at birth, but I also realize that it does make clinical sense to mention birth gender when recommending tests to patients. ** any case, the other tests listed on bill include tests for estradiol, FSH, and LH. Estradiol, FSH, and LH are listed on the perimenopause panel. As far as I know, there is only one type of test for FSH and LH which are both done via instrumented immunoassay, while estradiol can have a more sensitive LC-MS/MS test, but this much more complicated one was not performed.

  
  Thanks,
  ***********************, PhD
  they/them/their

  Business Response

  Date: 05/19/2023

  Thank you for sharing your concerns and allowing our conversation to continue. We apologize for any inconvenience or frustration this issue may have caused you.
  
  The Quest Health portal is designed for direct-to-consumer lab testing which allows consumers/patients to request laboratory testing without visiting a healthcare provider. Pricing listed on questhealth.com is the direct-to-consumer pricing which differs from that of third party (insurance) billing. As outlined in the FAQs (*************************************), the lab tests available for purchase on questhealth.com are only for individuals who want to pay directly for testing and do not want to seek reimbursement from their insurance carrier or the government. Payment for services is required prior to scheduling an appointment at a patient service center (draw site). This ensures the laboratory receives payment for the services rendered without the expenses associated with filing,billing, and collecting on a claim. This is the reason for the difference in the price listed on questhealth.com compared to that listed on your invoice. I believe you will find this with other healthcare providers providing prepayment pricing for services.
  
  Reviewing the invoice provided, it was identified that the claim submitted for testing performed was denied due to the services not being covered based on the diagnosis reported by the physician. For this reason, the services were billed back to you at patient list price. The list of patient pricing can be found out at ***************************************************************;

  Customer Answer

  Date: 05/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I am unhappy that I was not told this information previously. These tests were never supposed to go through insurance because I knew they were probably going to be denied. I do not even recall submiting copy of my insurance card to the collection site so you all must have received it through a 3rd party.  You should list the information that you provided me with an asterisk below each direct to consumer test. That way I would have prepaid as I am now informed that I needed to do. I am able to pay $198. I am not able to pay $713.
  
  I think that it is dishonest to list prices on your website and have stipulations that are not denoted / clearly defined with that price. It is analagous to pizza restaurant posting a price of $8 for any large pizza and then charging $30 at the table, saying that I had to prepay and check the *** section on their website along with another URL that I did not know was even active or linked elsewhere on tbe website.This is also why coupons have an * next to it denoting any stipulations or exclusions.
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/03/2023

  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.

  I have been having issues with *** billing my secondary insurance, Tricare , for these 4 dates of service (7/8/21, 2/14/22, 3/18/22 and 03/14/22) for the last several years. I have called almost once to every other month and spent hours on the phone with *** *********** ***** being hung up on and NO ONE calling me back. I have also requested to have a supervisor call me on multiple occasions and have never received a call back from one. It took me over a year to even find out what the problem was regarding the claims on these dates of service. But over the years every one of your reps has told me one of the following things: they will bill my Tricare , my Tricare is pending or tell me how my Tricare info is not even in the system. (Which is crazy because its constantly billed just fine for all my other lab I receive from *** and *** receives payments) I get tons of labs from ***, but for some reason these 4 dates of service are an issue. Ever time I call I am told something different things by the billing department. Only TWICE, out of all of the ***** I called was I transferred to the claims department (or whatever they called the department that does the coding to insurance). I was told my Tricare claims for those DOS were NOT sent to Tricare because they were in limbo over a reject code. They just appear to be pending in the computer until the appropriate person puts in the override for the issue, and then they can be sent on to Tricare. Apparently someone special had to fix them so the claims would then be able to be sent through to TRI. I was told someone special in the claims department had to do this. Well he must not have done all of them the first time, because these 4 claims were left. When I finally could call one of the reps again (who always tell me they are being billed, and I explain the issue, then they swear they can fix it, and I try to tell them I need to talk to the other dept..only ONCE was I transferred again). They wont transfer me to the claims department, because they said THEY fixed it or resubmitted it. And that will fix everything. Even though I explain to them how long I have been calling them and they say they can see the history of my calls. The billing reps dont understand the issue and have prolonged this entire issue. Let alone there is no other number to call or way to contact anyone at ***. Ive been trying to get this situated this entire time.When I called last month, because I received the statement saying *** was sending me to collections, I called again. I was told everything was still pending and that it would NOT be sent to collections until *** heard back from Tricare. Imagine my surprise when I receive a collections letter from ***********************, on behalf of ***. Im not sure why I am even surprised at this point, but this issue should not be this complicated. I called *** and the billing rep told be those dates still said pending. Even though I tried to talk to claims again (or whoever does the coding) and also requested to speak to a supervisor again (on 05/02/23). I was told it would be 48 hours. So far its been 24 hours, but *** never had a Supervisor return my calls before, so we will see. I also called the collections agency on 05/02/23, when I received their letter and explained the situation. They said they would put the case on hold while I was disputing the case. However, the collections agency called me again this morning, 05/03/23, and it had not been put on hold. So I had to re-explain everything and that rep said she put it on hold while I was disputing the case There is an error in the *** system that is keeping these claims in limbo. All I have asked is for help from the very beginning. The billing department seems completely oblivious to it and insurance issues in general. ******************************* ************ -*** Acct number *************** -***Invoice #******** -*********************** #***-91403206

  Business Response

  Date: 05/08/2023

  We appreciate you bringing this matter to our attention and apologize for any inconvenience or frustration this may have caused.
  The claims for dates of service 7/8/21, 2/14/22, 3/8/22 and 3/14/22 are being cancelled from collections and the balances adjusted to zero.
  If you receive any communication from a collection agency regarding the claims listed above, dated after the date of this letter, please contact us again either through the BBB or directly at ************ to let us know.
  Regards

  DLO Administration

  
  

  Customer Answer

  Date: 05/08/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/14/2023

  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.

  DLO keeps billing me for a bill that was covered by my insurance. I have had the same insurance and coverage for over 12 years. I have never paid an out of pocket for any DLO Lab work requested by my doctor. They lie to me about the insurance being filed and say the insurance rejected the claim so I paid the amount due and then the insurance paid as they have always done and now DLO says I have a credit? I do not need a credit I need my money back and they need to get their act together. I have never had an issue with DLO billing until 8/1/2022. Even after I paid the DLO invoice that I did not owe they still show it as outstanding. They are such a waist of my time having to call and rehash the same thing regarding the same invoice that I paid and that the insurance paid. It seems like fraud or total incompetence? They need to fix their billing system or change it back to what it was.
  

  Business Response

  Date: 01/23/2023

  DLO appreciates this feedback and the opportunity to resolve the issue.  Billing researched this claim and now reports there is no amount due on for the invoiced services.  We apologize for the inconvenience, and invite you to reach out to us directly if there are any further questions or concerns.  Please feel free to contact me directly if there are any further questions or concerns.

   

  *********************
  Contracts/Risk Manager
  ************

• Initial Complaint

  Date:12/20/2022

  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.

  We were charged for a blood test which insurance is not covering. I reached out to insurance to see what was needed to cover it. I called DLO on 11/28 and gave them the information they needed to rebill to get insurance to cover the balance. They said the doctor had to give them the information. I asked them to put the account on hold so it is not sent to collections while I get the right parties to call them with the right information to rebill. They said my account was on hold. I called the doctor requesting they call DLO with the appropriate informaiton. The nurse from the dr's ******* said they called DLO and left a message with DLO. I spoke with the nurse confirming this on 12/5. I called DLO today 12/20 to find out our account has been sent to collections and they haven't rebilled my insurance. We have been referred to an outside collection agency. I simply need DLO to rebill my insurance with the correct codes for insurance to pay for the balance. If they would take time to rebill, they would get paid. I want the account brought back from collections and for DLO to rebill my insurance.

  Business Response

  Date: 12/28/2022

  Billing reached out to the consumer for more information, then confirmed that the claim was refiled with insurance on December 20.  We invite the consumer to reach out to our Billing Supervisor directly with any further questions.