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Business Profile

Medical Lab and Testing

Quest Diagnostics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Lab and Testing.

Complaints

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

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Quest Diagnostics has 267 locations, listed below.

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    Customer Complaints Summary

    • 1,424 total complaints in the last 3 years.
    • 389 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/10/2025

      Type:Billing Issues
      Status:
      Answered
      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 committing fraud and tryingto collect payment for services they claim is with an insurance company that i never used. i sent an email in March as well as one of their techs added an email to their system stating that i do not have ***** insurance; never have.

      on july 3rd, i spent my time and gas to get a draw and was told that i need to pay a bill before i can get services and that the bill had been paid by insurance. It's just a quirk that their system shows ***** instead of blue shield. this is quest's system and you can't fraudulently add an insurance provider i know nothing of and claim that i owe money to your company and that the mistake is a quirk. that's called fraud. all other bills have been sent to the correct insurance company before and after this 2024 date. the bill is **********. if i am sent to collections for this i will sue quest as i have worked very hard on my credit rating. all other bills have been paid. this is entirely quest's fault and issue.

      Business Response

      Date: 07/11/2025

      Dear ****** *********

      Thank you for contacting Quest Diagnostics.

      If you would please provide me with your insurance name, member ID number and group number of the active insurance you had for your November 25, 2024, date of service.

      I appreciate the opportunity to respond.

      Sincerely,

      Stephanie 

      Customer Answer

      Date: 07/12/2025



      Complaint: ********



      I am rejecting this response because:


      The business can contact me via my email address as they should have. I am not comfortable providing my personal information via third party systems.  Further they already have the information since they have been billing the proper insurance. 

      ************************* 

      Regards,



      ****** ********

    • Initial Complaint

      Date:07/08/2025

      Type:Product Issues
      Status:
      Answered
      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 made a billing code error which resulted in my card being charged ****** back in Nov 2024.They did not reach out to my physician's office for clarification instead my physician's admin ended up contacting them in Dec 2024. I contacted Quest and they advised that they would rectify (Dec 4).Jan 8, 2025 - my insurance company contacted Quest and informed them that I was owed a refund as the charges were covered. I contacted Quest Jan 24, Feb 6, Apr 14, May 22, last date being June 13 (representative ********).I was told by each representative that I would receive payment within 3 to 5 weeks after calling, which NEVER happened.I would appreciate the BBB's assistance as this has dragged on for far too long.Thank you-

      Business Response

      Date: 07/09/2025

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

      T**** you for contacting Quest Diagnostics regarding your refund.

      I am sorry that the billing department has failed to get you your refund. Please know that I have requested a rushed check refund in the amount of $100.00. The check will take approximately 2-3 weeks to be received.

      Again, I am sorry for the time and effort you have spent on having your concerns resolved.

      Sincerely,
      Stephanie 

      Customer Answer

      Date: 07/09/2025


      Complaint: 23570151

      I am rejecting this response because:

      This is the exact same response that i have received for months on end. Please explain why issuing a check takes the better part of a month and why expediting seems to be so difficult in this case.

      Regards,

      ****** *******

      Business Response

      Date: 07/09/2025

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

      I do not work in the billing department and cannot tell you what their delay is, however, I personally submitted the refund myself this morning and it has been approved. Your refund when requested with the billing department never got approved. 

      Sincerely,
      Stephanie 

    • Initial Complaint

      Date:07/01/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Re: Claim #**********, Date of Service: 3/17/2025 This claim was initially denied by my insurance as non-covered, and part of the associated charges were billed to my credit card by Quest. However, the claim has since been reprocessed and fully paid by my insurance provider on 6/6/2025, with zero patient responsibility.Despite multiple attempts to inform Quest via the online contact form, the updated insurance payment has not been reflected in your system. My responsibility has not been adjusted, nor have I received a refund for the amount charged to my credit card. I keep getting bills from Quest for this DOS.For privacy reasons, I am not attaching the *** or other documents containing PHI, but I can provide them upon request through a secure method.

      Business Response

      Date: 07/09/2025

      Dear ****** **************,

      Thank you for contacting Quest Diagnostics, please know your refund of $40 has been processed.

      Sincerely,

      Stephanie 

      Customer Answer

      Date: 07/09/2025

      [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.

      Regards,

      ****** **************

    • Initial Complaint

      Date:06/30/2025

      Type:Billing Issues
      Status:
      Answered
      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 continue to send me bills for the incorrect amount requesting I pay an amount that has not been reduced by insurance coverage. Ive had to call multiple times and they tell me to talk to my insurance and then insurance tells me to talk to Quest Diagnostic because insurance approved the claims. Quest keeps sending me bills for amounts higher than what is actually owed.

      Business Response

      Date: 07/01/2025

      Dear ***** *****,

      Thank you for contacting Quest Diagnostics, would you please provide me with an invoice number so I can further review.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:06/27/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to ******* and now I am receiving collections notices from quest. Quest is trying to get money from me that I dont owe them. My insurance covers this charge and I called and told them.

      Business Response

      Date: 07/01/2025

      Dear ******* ***********,

      Thank you for contacting Quest Diagnostics.

      If you would please provide me with your invoice number and insurance information for review.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:06/20/2025

      Type:Product Issues
      Status:
      Answered
      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 owes me $660.16 that they admit they owe me for bill #********** which both myself and Cigna paid but every time I call they tell me I need to wait several more weeks until the refund check gets sent out. This is for services rendered and paid for 1/9/2025

      Business Response

      Date: 07/01/2025

      Thank you for contacting Quest Diagnostics regarding ***** ********.  I apologize for any inconvenience they have experienced.  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 corrective action when an area is identified as needing improvement.


      After reviewing Ms. ******** concerns, her original refund was performed to her credit card however it was denied/returned by the bank. A new check refund was processed and issued under check #********** with a check date of 6/20/2025.  If the patient does not receive the check in two weeks by mail, please have her contact us at **************.


      Thank you for bringing this matter to our attention.  If you have any questions, please feel free to contact me directly.

    • Initial Complaint

      Date:06/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Quest Diagnostics Corporate Leadership,My name is ******* **********, and Im reaching out as a concerned family member of an employee currently working at one of your locations.Ive recently learned that Quest Diagnostics does not observe ****** *************** Day or Juneteenth as company holidays, despite both being federally recognized. This decision is deeply disappointing and, frankly, dishearteningespecially for employees who value these dates not just as days off, but as meaningful acknowledgments of our nations history and its progress toward equity and justice.****** *************** Day and Juneteenth are not only important historical markers, but symbols of the values many of us hold deardignity, inclusion, and civil rights. Companies across the country have updated their holiday policies to reflect these values, and I hope Quest Diagnostics will do the same.This isnt just about a day offits about what the company chooses to recognize and honor. I respectfully request that Quest Diagnostics reviews its current holiday schedule and takes the necessary steps to include all federal holidays, including MLK Day and Juneteenth, as paid holidays for employees.Thank you for your time and attention to this matter. I would appreciate a response or confirmation that this feedback has been passed along to the appropriate team or leadership office.Sincerely,******* **********

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 6/18/2025, at approximately 4:30pm, I walked into Quest Diagnostics on *********************, ** (known as The Beeches -- this location was not available on the drop down menu). There was not one other person in the waiting room. I signed in on the machine and the machine said there were no appointments remaining but I could be added on to the "wait list". The machine also said there was no one else on the wait list, which made sense because there was NO ONE ELSE there. Shortly after signing in, a woman came out and told me that they would not be servicing me and to leave. Then a second ****** who was taking out garbage, told me I needed to leave and make an appointment and that they no longer accept walk-ins. I think this was a lie and they wanted to go home early because a routine blood draw takes all of 10 minutes, they don't close until 5pm, and no one else was waiting for blood work. I also believe it may have been racially motivated because the two women were extremely rude; one was African American and the other one was Hispanic, and I am Caucasian. I have gone to Quest Diagnostics at this location for YEARS for routine bloodwork with no problem, and this is the first time I have ever been refused service. I will never go back. What a disgusting way for staff members to treat people seeking health care.

      Business Response

      Date: 06/19/2025

      Dear Vanessa Volpe,

      Thank you for contacting Quest Diagnostics regarding your June 18, 2025
      visit to the Meriden site. You wrote about your concerns being racially
      motivated, if you would please tell me about the discriminatory words or
      behavior.

      How did you respond?

      Who did you see that was treated differently or better?

      Anything else I need to know?

      I appreciate the opportunity to respond.

      Sincerely,
      Stephanie 

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 filing this complaint due to repeated unprofessional behavior and misleading practices by this clinic, which pose a serious risk to job seekers required to complete pre-employment drug screenings.I had an appointment scheduled for 2:40 PM and arrived before 3:00 PM. I successfully checked in at the kiosk, which instructed me to wait. At 2:55 PM, a staff member came out and told me they were no longer accepting drug screens despite the clinic being listed as open until 4:00 PM.This is now the third time this has happened to me. Their website continues to offer afternoon appointments, and at no point did I receive advance notice that drug screening would be cut off ******** a result, Ive now been delayed three days from completing a simple urine test which is jeopardizing a time-sensitive employment opportunity. I also incurred unnecessary transportation costs.Desired Resolution:I am not seeking compensation. What I want is for this business to:Clearly post the real cutoff time for drug screening services both online and at the location;Stop accepting appointments past the time they are actually willing to serve people;Recognize the serious impact this has on job applicants, many of whom rely on timely drug screening to secure employment.This is not just about me. Any clinic that contracts with employers for pre-hire screenings should be held to the highest standard of reliability and transparency. What they are doing is not just unprofessional its actively harming peoples ability to get jobs.

      Business Response

      Date: 06/19/2025

      Dear Kathy Lewis,

      Thank you for contacting Quest Diagnostics regarding your recent visit.

      If you would kindly provide me with the date of service and exact address of the location visited for further investigation.

      I appreciate the opportunity to respond.

      Sincerely,

      Stephanie

    • Initial Complaint

      Date:06/18/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      The phlebotomist at Quest mis-entered my personal information today.. and nobody at Quest can get this corrected. Instead, every representative I speak to just yells at me.

      Business Response

      Date: 06/19/2025

      Dear Joseph Sniderman,

      Thank you for contacting Quest Diagnostics.

      If you would please tell me the information that needs to be updated. Is the information for an invoice, billing?

      Sincerely,

      Stephanie 

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