Business Profile

Medical Lab and Testing

Quest Diagnostics

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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

1,414 total complaints in the last 3 years.
385 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:01/24/2025
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.
Arrived at 11 am. Tried to check in as walking. But computer was saying my appoint is at 3.0pm.Asked one of the employees (****) and was told try to use a new phone number so it won't remember the other appointment. Tried with 3 different phone number and no luck. A female employee came out and asked about the problem. I explain that I followed **** and used 3 phone no.s but she said he is wrong. I can't take you in. I said instead solving your computer issue, you are dumping the problem on me. I don't accept it. I can sit like all these other people as walk-in and when my turns come to be admitted. After 10 mins, a police man came and said he has been called via 911. I explained the situation and agreed with me. Went inside and came out asking me to leave because as a business holder she has the right to refuse service. I tried their customer support; they tried too to talk to this girl but no luck. To the extent, I offered I will come up with the policeman to draw blood. It is important because of my upcoming heart surgery. Still, she refused. ************* was upset but couldn't do anything more. They asked me to come tomorrow. I had to fast again and go there 1.40pm to draw blood. / When I arrived, they had deleted my appointment. I told them that Customer ********************** mad this appointment, I am going to call the police as this is too much. They apologized and then confirmed they saw my appointment in the morning, but they don't know how it got cancelled.
Business Response
Date: 01/31/2025
Dear ***** *******,
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.

Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
Date:01/24/2025
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.
At the ******** location, their website states drug test screenings close at 2:30 PM, advising walk-ins to arrive an hour prior. I scheduled an appointment for 1:30 PM on 12/18/2024 and arrived at 1:28 PM. Despite this, I was told at 1:45 PM that I was too late. I explained that my appointment was for 1:30 PM and I had arrived before that time, but I had to plead with them to administer the test due to its time-sensitive nature for my employment. One other lady that was waiting, stood up for me towards the Quest employee and was also pleading with her to allow me to take the test. As I work Monday-Friday, 8 AM to 5 PM, taking time off is difficult. They ultimately refused service, telling me to return the next day. The staff demonstrated a complete lack of empathy, a sentiment echoed by several other waiting customers who were also complaining about long wait times and rude staff.Subsequently, I scheduled a test at the Plantation location for 11:30 AM on 01/24/25, knowing their drug testing closed at 1:00 PM. Despite arriving well in advance, I waited for over an hour and was still unable to complete the screening before closing time.Both locations appear to be poorly managed. The lack of consistent front desk reception creates chaos, with staff being constantly interrupted by waiting customers, further delaying the process and overwhelming employees. This has resulted in consistently negative interactions with staff at both locations, who displayed rude and dismissive behavior.Overall, my experiences with Quest Diagnostics have been deeply unsatisfactory. The company needs significant restructuring to prioritize customer ********************** and treat clients with respect, rather than simply as rats in a lab waiting to get poked by a needle.
Business Response
Date: 01/29/2025
Dear ****** *******,
Thank you for contacting Quest Diagnostics regarding your visits to the Davie and Plantation patient service center.I am sorry for any frustrations or inconvenience this may have caused.
Please be assured that we take 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 or an employee in need of counsel, coaching, re-education,or re-training.
If you would kindly provide me with your confirmation codes for your December 18, 2024 and January 24, 2025 appointment for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:01/23/2025
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 cannot find a bill for my labs o 27DEC2024. Spent hours trying to get it from them and have them confirm that it was submitted to my insurance. On 21JAN2025, spoke to a "supervisor" Christian *************) who said he would look into in and get back to me. Havent heard back. Experiencing a lot of incompetence with billing at Quest and government agency needs to look into. I want a copy of my bill and confirmation that it was submitted to my ************ the time of the visit, the tech charged my credit card at least I thought she did but i cant locate the charge
Business Response
Date: 01/24/2025
Dear ******* ********,
Thank you for contacting Quest Diagnostics regarding your invoice.
If you would kindly provide me with the patient's date of birth and the exact address of the Quest Diagnostics location you visited on December 27, 2024 for further investigation.
Sincerely,
*********
Sr. Quest Experience Support Liaison

Customer Answer
Date: 01/24/2025

Complaint: 22847087

I am rejecting this response because: its not resolved. My DOB is *********
Date of Service: 12/27/2024
Ordering Client Name: AIQ REPORTED OUT OF STATE
Patient Name: ******* ********
Lab Code: TAM
Address: ***********************************************************************************************
Easy Pay Reference Number: 860394536
Tracking Number: 860394540

I paid $105
There's also a client # though i dont know what that is Client #: 81181181

Patient ID: ********

Regards,

******* ********
Business Response
Date: 02/05/2025
Dear ******* ********,
Thank you so much for providing me with this information. Please know your concerns are being investigated. I have located the $105 pre-authorization from the date of service, this amount has not been charged as the claim needs to fully process through your insurance BCBS.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:01/23/2025
Type:Billing 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.
Fraudulent billing by Quest. Keep sending bills that my insurance ******** and secondary insurance Cigna say I do not owe. Have called several times about the bills and had a tech resubmit them. Now I see one was sent to collections Quest cannot charge for bills that Insurance says I do not owe. Please remove the balances from the following bills and remove the one sent to collections ASAP.1. ********** ************ ************ 4.********** (wrongfully sent to Collections)5. **********
Business Response
Date: 01/24/2025
Dear **** ********,
Thank you for contacting Quest Diagnostics regarding your invoices. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Please know that all your invoices including the ones you provided have been reviewed. There is no further balance due to Quest Diagnostics,please disregard the invoices that you have received.
Again, I apologize for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Customer Answer
Date: 01/25/2025
[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. However please ensure that all future bills are processed according to the law.

Regards,

**** ********
Initial Complaint
Date:01/22/2025
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.
I origially wanted and ordered what I believed to be the 4 tube QuantiFERON test. When I arrived at the lab location the phlebotomist informed me that they used to do a 3 tube test but now they only do the 1 tube test. I told person that the 4 tube test is what I wanted but didn't feel arguing with them would be helpful. As I felt I was on the spot and had no other choice, I went ahead with the 1 tube test. I called to make a complaint on 1-20-25 and the representative informed me that all clinics should have the 4 tube test and I should have gotten what I paid for. The representative then sent a message to the lab supervisor. I was contacted by the lab supervisor ******* ****** on 1-22-25 who said all they had was the 1 tube test and couldn't authorize a refund. I feel as though the website is not specific enough to prospective buyers as to which QuantiFERON test they will be administered and for that reason am requesting a refund and that the website be updated to reflect this for anyone in the future that may want to purchase this test. Thank you.
Business Response
Date: 01/31/2025
Dear ****** *****,
Thank you for contacting Quest Diagnostics regarding your recent date of service.
If you would kindly provide me with the date of service and exact address of the location visited for further investigation.
Sincerely,
*********
Sr. Quest Experience Support Liaison

Customer Answer
Date: 01/31/2025

Complaint: 22844811

Date of service was 1-20-25.

Location of service was:

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

*********, **

Regards,

****** *****
Business Response
Date: 02/13/2025
Dear ****** *****,
Thank you for providing me with the exact location of the patient service center you visited. If you would kindly allow time for your concerns to be investigated.
Sincerely,
*********
************************************* Support Liaison
Customer Answer
Date: 02/25/2025

Complaint: 22844811

I am rejecting this response because:

I just received the message that my case was closed however the issue is not resolved. The last communication from the business to me was on 2/13/2024 asking me for time for my concerns to be investigated. As of this date I have not heard from the business again. Please do not close this as the issue is not resolved.

Thank you,

****** *****

Regards,

****** *****
Business Response
Date: 02/27/2025
Dear ****** *****,
Thank you so much for your patience while your concerns were reviewed.
Please know that your refund has been processed, if you would kindly allow 7-10 business days for your refund to reflect.
I appreciate the opportunity to respond.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:01/21/2025
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.
Because of poor corporate management these facilities are becoming a place of inefficient service. The people working are being pushed into quitting and or are stressed beyond belief. People are waiting for long periods and then finding thy have been missed. The time with patients is cut by these corporate bozos and have no Idea what they are doing with the time management of the over worked employees. Running healthcare like a business with mandated set time allotment is a plan for mistakes and I assume the turnover in these places are many as the employees are not able to take lunch or brakes. Corporate management ***** . The workers are great and also patient with people. The crappy sign in tablets are junk and need to be replaced, the place is dimly lit and dirty.. *********** has to change in this country .Corporations are destroying it. Less bean counters and more service!!!!!!!!
Business Response
Date: 01/23/2025
Dear **** Assisi,

Thank you for contacting Quest Diagnostics regarding your concerns. I appreciate you taking the time to contact us.

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.
If you would kindly provide me with the exact address of the Quest Diagnostics locations, you are referencing so that I can have this further investigated.

Hearing from our customers helps us to ensure that we provide excellent customer ********************** as ********************* are the center of everything we do.Thank you for your feedback, I can assure you that it will be used to improve the customer experience at the collections site.

As a valued customer, we hope you will continue to use Quest Diagnostics in the future.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:01/21/2025
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.
I had lab work done in 1/28/22, Quest sent the bill to the wrong name ******* *********) and wrong policy number so it was denied by the insurance. Quest sent me to collections in August of 2024, after paying collections the full amount I contacted my insurance and they sent me an *** saying I had zero patient liability. After being promised a full refund multiple times, sending the *** and gettting the run around I was told again I would get a full refund. I called today to check the status and without me knowing they now and only going to refund me $300 and now need me to call my insurance to get them to speak with them even after sending them an *** saying zero patient liability. I have waited over 6 months and have spent countless hours on the phone trying to get my money and just have to jump through another hoop each time I call. I am requesting they send the full refund of ****** to my immediately.
Business Response
Date: 01/29/2025
Dear ***** *********,
Thank you for contacting Quest Diagnostics regarding your January 28, 2022 date of service.
Please know that a billing representative scheduled a call on January 24, 2025 with ***** *********, a call was made and a message was left for the patient. There is now being another call arranged before the end of the week.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:01/20/2025
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.
I went to get my annual ******** physical and the doctor that saw me requested bloodwork. I was sent to quest . Several months later I received a bill for $606.32. I called the Quest diagnostic office and asked them what it was for. They said it was for blood work that was not paid ******** nor my supplement. I asked them did they contact ******** to find out if this bloodwork would be covered and they said no they since it was ordered by my physician If I had known this, I wouldve contacted my doctor back and told them that these test were not even necessary. My doctors office wont call me back about them because Im sure they know that it was ********* theyre wanting to send me to the credit bureau for a nonpayment
Business Response
Date: 01/23/2025
Dear **** *******,

Thank you for contacting Quest Diagnostics regarding your April 15, 2024 date of service. I apologize for any inconvenience and frustrations you may have experienced regarding your invoice.

A claim was submitted to your primary and secondary insurance. ******** denied the some of your testing stating they were not medically necessary, and the secondary insurance followed Medicares guidelines.

Patients can obtain a paper copy of the testing being ordered by their physician prior to services. Patients have the opportunity to contact their insurance carrier prior to services to be advised whether or not the testing being ordered will be covered by their insurance plan.

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. Quest Diagnostics does not question the physician orders, we perform the testing that the physician orders for their patients.

I appreciate the opportunity to respond to your concerns.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 01/30/2025

Complaint: 22835567

I am rejecting this response because:

I am still disputing this.

Quest diagnostics is the one that gets paid by Medicare and they shouldve called ********* especially if there was some Blood work that apparently was out of the norm , Or at least say something to me about it when I went to get the blood work done.

I just dont feel that I should have to pay $606 out of my pocket.

Regards,

**** *******
Business Response
Date: 01/30/2025
Dear **** *******,
It is recommended that patients contact their insurance prior to services to see if their testing will be covered. Quest Diagnostics does not contact patient's insurance companies to see if the testing will be covered. If the ordering physician has additional information to provide regarding the denied testing, they may contact Quest Diagnostics billing customer ********************** *************) to provide the information so that a claim can be resubmitted to ******** for reconsideration.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:01/20/2025
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.
I visited Dr. ***** at ******* *** for a routine gynecological exam and pap smear on 3/26/2024, which should have been fully covered by my plan. However, Quest Diagnostics is trying to bill me $31.35 and refusing to work with the doctors office or my insurance.I have contacted Quest and ****************** multiple times over the phone and email and asked them to speak with each other. ***** from *******'s billing office expressed to me that I should not have been charged this amount (which was an error that resulted from "the billing codes getting changed) and even implied that this situation was happening to other patients. She told me that she worked with Quest multiple times, yet Quest never changed the billing. Quest sent me a final notice, saying that your actions do not indicate any effort to resolve this account, and is sending my bill to collections. This is totally unacceptable, given that Quest is the party not resolving the issue.
Business Response
Date: 01/23/2025
Dear Yinyu Ji.
Thank you for contacting Quest Diagnostics regarding your March 26, 2024 date of service. I am sorry for inconvenience and frustrations you may have experienced regarding your invoice.
Aetna originally processed the claim leaving a patient responsibility of $31.35 for their co-insurance/deductible. On October 1, 2024 Quest Diagnostics received additional diagnosis information from ***** at the ordering physician office. A corrected claim was resubmitted to the insurance with the additional information. On October 14, 2024 Quest Diagnostics received a response from Aetna who upheld their denial stating the patient is still responsible for the $31.35 co-insurance/deductible.
If you feel as though your insurance processed the claim incorrectly, please contact your insurance carrier.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Initial Complaint
Date:01/17/2025
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.
Insurance was provided and nothing was told to me. No one wmails back and no one picks up the phone.I already gave you my insurance and you gave me this giant bill.I am unable to pay this and I will not pay this.Please fix your system. I got to random bill in the mail of over $1,300.I only had blood work done.Please fix what you did.Obviously someone didn't do their job right.
Business Response
Date: 02/10/2025
Dear ******* ********,

Thank you for contacting Quest Diagnostics regarding the invoice you received.
If you would kindly provide me with the invoice number for further investigation.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 02/10/2025

Complaint: 22826210

I am rejecting this response because:

I called on the phone Quest Diagnostics a few weeks ago and I was told to tear up the invoice because it was ******** can you please investigate? I was told the new price is way lower like around $125. It seems wrong insurance codes from before.

Regards,

******* ********
Business Response
Date: 02/12/2025
Dear ******* ********,

If you would please provide me with the patient name, date of birth and date of service for me to further locate your invoice for investigation.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 02/13/2025

Complaint: 22826210

I am rejecting this response because:
I am providing info.

******* Olivieri
04,02,91
NIVTSI

Date and Time
Saturday, November 16, 2024-09:50 AM EST
Location
**************************/p>
***************************************

Regards,

******* ********
Business Response
Date: 02/21/2025
Dear ******* ********,

Thank you so much for providing me with this information. I located invoice number ********** for your November 16, 2024, date of service is now showing being processed by your insurance. Quest Diagnostics received a response from your insurance on February 5, 2025, stating the patient responsibility after processing the claim is $296.75.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 02/24/2025

Complaint: 22826210

I am rejecting this response because:

They said over the phone it was around $125-$225. I'm not sure where you got that number and I also have new insurance. Maybe you can call me or email me so we can take care of this

Regards,

******* ********
Business Response
Date: 02/27/2025
Dear ******* ********,

If you feel as though your insurance processed the claim incorrectly, please contact your insurance provider regarding the processing of the claim.

Sincerely,
*********
Sr. Quest Experience Support Liaison

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