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

1,412 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:12/30/2024
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.
october 22nd 2024. I accidentally sent a check for $150.00 to Quest the billiing location is Po box ****** Cinncinnatti Oh *****. They cashed the check anyways after I told them it was a mistake sending it and I did not owe them $150.00. I have been given two false names and emails addresses . *** Lattarull billing specialist whos number is ************. I have Left several messages and tried sending an email that was given to me from Quest diagnostic . No return calls or return the funds, also the emails is fake. I have been told several times that the check would be refunded. But It is going on Jan 2025 and still nothing.
Business Response
Date: 01/03/2025
Dear ***** *****,
Thank you for contacting Quest Diagnostics regarding your check payment of $150.00. I apologize for any inconvenience and frustrations you may have experienced.
Please know that as of January 3, 2025 your refund in the amount of $150.00 has been approved. Please allow 2-3 weeks for you to receive your check in the mail.
Again, I apologize for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond.
Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:12/30/2024
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.
My healthcare provider sent samples in more than a week ago for testing and quest still has not tested them. I have tried to call them and they dont answer. Their services are horrible and they still have billed me
Business Response
Date: 01/03/2025
Dear ***** ***,
Thank you for contacting Quest Diagnostics regarding your recent date of service.
If you would kindly provide the following information for further investigation:
Patient date of birth
Date of service
Ordering physician name
Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:12/30/2024
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.
12/30/24
Business Response
Date: 01/03/2025
Dear ****** ******,
Thank you for contacting Quest Diagnostics regarding your recent visit. I am sorry for the less than excellent customer ********************** you experienced and the frustration this has caused. We stress customer care,and I apologize that you did not receive the quality of care that should be expected.
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 or an employee in need of re-education or re-training.
If you would kindly provide the exact address of the patient service center visited and dates of service for further investigation.
Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:12/29/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 Quest Diagnostics on ******* in *********, ** on 12/17/24 and checked in after 4:00PM. The Medical Assistant who came out to call on a patient stated that it doesn't matter IF MY NAME IS ON THE BOARD, they stop at 4:00 PM for a Drug *********, I went back the following day on 12/18/24 before 4:00 PM and the system gave me an appointment for 4:20PM so I took it.The MA who came out to call someone and I mentioned that I was back for the drug screen and then that same MA said, as long as your name is on the board we can see you!I said then I could have been seen the day before and she ignored the fact that she lied to me and then went back into the office.I WASTED GAS AND TIME ALL BECAUSE SHE DIDN'T WANT TO WORK!I called customer ********************** and then got that Medical Assistants name and reported her without being seen and I am not going back.Her supervisor called me with only excuses and continuously interrupted so she was disconnected because all members of management should know better to not interrupt if they want to resolve an issue.I scheduled an appointment and my appointment was for 12/20/24 to go to another location and due to working, I missed that appointment and tried to do on a WALK IN at the ************* location.Someone came out and said, we do not take walk in' so I left.I called Quest Diagnostic customer ********************** for another location that I can schedule for the same day and she found Eastern in ********* at 3:40 PM.I got there and the location wasn't visible so I called customer ****************************** person I spoke to around 3:30 PM was rude, interrupted, ignored me and was so bad that I needed to put in a complaint.She stated that I did not have an appointment so she didn't help.I called several times for help and it was SHAMEFUL the way I was treated! I asked for a supervisor and spoke to ***** who pushed back!I called again and spoke to ***, I was running out of time and needed help, SHE LAUGHED SO I PUT IN A GRIEVANCE WAS FILED!
Business Response
Date: 01/06/2025
Dear ******** *******,
Thank you for contacting Quest Diagnostics regarding your December 17, 2024 visit. I am very sorry for any inconvenience or frustration this may have caused you.
If you would kindly provide me with the exact address of the location visited for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Customer Answer
Date: 01/07/2025

Complaint: 22742075

I am rejecting this response because:

I need for all of my complaints addressed not just the ******* location.  *****************************************************
*********, NV 89119... 12/17/2024 and 12/18/2024
If you are not interested in assisting with all of my complaints then unfortunately, you're not helping me.
12/20/2024, As I mentioned that I scheduled an appointment for the ************* location and missed that appointment and since they do not allow walk in's I left.
That address is what I do not have and it can be found on my account since I had an appointment.
While sitting in my car I called customer ********************** and received an appointment at 3:40 PM 12/20/2024 at the eastern location in *********************. *******************************************************************************
My complaint is against ALL OF THE AGENTS AND THE SUPERVISOR *****, who gave me push back when I asked for help FINDING THIS QUEST DIAGNOSTIC LOCATION. GPS got me there only the facility is hidden!
EVERYONE DECIDED TO BE SARCASTIC, ARGUMENTATIVE AND INTERRUPT, AND TELL ME THAT I DO NOT HAVE AN APPOINTMENT. When that was never up for discussion!
All of them were terrible and that includes *****, the supervisor who also stated, you do not have an appointment!
I stated, I did and WHO CARES!
If all I asked for was help FINDING THIS QUEST THEN SHE FAILED because she decided to sit on the phone quest! SOME SUPERVISOR!
It had gotten so bad, I had to remind her that QUEST DIAGNOSTIC is a public location and the address is on ****** so needing help locating them shouldn't be like PULLING TEETH!!!
After being scheduled on 12/20/2024 for the 3:40 PM in *********, **, EVERYONE else who I spoke to for help, DID EVERYTHING THEY COULD to make me MISS my appointment and that will never be okay! That will never be accepted or excused!
*** was the last agent I spoke to on that day before complaining to her LEAD.
*** on 12/20/2024 at 3:40 PM PST, didn't realize what her role is as an agent! Quest Diagnostics DID NOT hire her to LAUGH at patients when they call. I informed her that I was running out of time and I needed help finding the location. She preferred to tell me why I do not have an appointment and she preferred to direct me to my text to prove an appointment wasn't scheduled.
And I preferred for her to LISTEN to my request and assist!
SHE FAILED! In that call she preferred to sit there and SNICKER like something was extremely funny! And I think she was looking for my reaction. My reaction is usually in COMPLAINTS!
After trying for days to get in and to finally be at a location to get what I needed, I wasted A LOT OF GAS AND TIME to get to that moment. I called too many times in the same day for help!
I even dealt with excessive hold times when I was told the hold time would be less!
I was sweating, *******, and it all came to an end the second she laughed!
I was willing to miss my appointment telling her about her self. I AM STILL NOT HAPPEN ABOUT THAT AT ALL.
I asked her maybe 5 times to tell me WHAT'S FUNNY? I told her that she was unprofessional and I am reporting her. I asked for her supervisor and then SHE THOUGHT we were going to remain on the phone to talk about HER PROBLEM!
So when she realized I was ANGRY AND MEANT EVERY WORD, THAT I AM FILING A COMPLAINT AGAINST HER, that is when she started trying to make it MY ISSUE by saying, "YOU'RE BEING RUDE, YOU'RE BEING RUDE." That was a very childish stunt that failed. Since I was not being rude, I WAS BEING IGNORED AND LAUGHED AT!!!
Any adults answering a business line should know that performance is everything. And if you are ignoring a simple request that you can handle, then that is a call she made personal. It matters how I am being treated!!!
She then said, you called angry!
WELL SHOULD I BE HAPPY THAT I WAS TREATED HORRIBLY BY EVERYONE?
Of course, I called angry and she made it worse by thinking it would okay to sit on that RECORDED CALL AND LAUGH LIKE this was grade school.
AGAIN, THAT JUST PROVES SHE WASN'T PROFESSIONAL AND SHOULD NOT TREAT BUSINESS CALLS LIKE THEY ARE PERSONAL.
I had to explain to her that I did not call FOR HER, why did I have to do that?
I also needed to inform her that my tone will not change, not my wording or attitude! It was fine during the beginning of the call but now that she was told to be more professional, SHE TRIED TO DEFLECT! When people realize that their lousy work is being addressed, they usually try and find a problem with that person. That doesn't work on everyone but it will turn into a complaint.
I am sure her attempts to get a reaction from me was to downplay her unprofessionalism. I wasn't given her the satisfaction! *** IS 80% THE REASON I DECIDED TO FILE A COMPLAINT WITH THE ************************* And everyone who failed to assist me in locating the QUEST DIAGNOSTICS are the reasons for my BBB and Trust Pilot complaint. I feel like you are not going to handle my full complaint since you only wanted the address to a location. Correct me, if I am wrong!
So I fully intend on continuing with all of my reports against Quest Diagnostics.
After *** realized she couldn't turn the conversation around, the long wait time holding, ENDED! Then I was transferred to ****** since I needed *** off the phone.
This lead took my full complaint and called me on 12/21/2024 after listening to the calls and they were EXACTLY as I described.
There is something wrong with an Organization who hires or allows their agents and supervisors to play on the phone.
They all should know how to find an appointment that was already scheduled and give less excuses. While on the phone with *** giggling, I had to park, GET OUT and go into a hospital and ask where Quest Diagnostics was.
That is how terrible *** was! Why have her answering calls if she's not willing to assist UNLESS SHE FEELS LIKE IT?
Fortunately, the hospital shared that Quest is in the Pharmacy on the 3rd floor. QUEST DIAGNOSTICS IS HIDDEN AND I FOUND THEM!
THAT IS HOW QUICK THE QUEST AGENTS AND ***** COULD HAVE ASSISTED ME AND CHOSE TO PUSH BACK INSTEAD.
So now while waiting, *** transferred me to ****** and on the phone with her she heard my name being called.
IF I DIDN'T HAVE AN APPOINTMENT AS THEY STATED, THEN HOW DID THEY GET MY NAME!
Just unprofessional for no reason at all! I DESERVED BETTER AND I WILL GET BETTER BY GOING TO ******** GOING FORWARD!
I cannot deal with unprofessional adults, trying to make a person miss appointments. Who does that? And every appointment we miss, is less money for the company. I guess they think their employment will remain stable WITHOUT PATIENTS! It benefits THEM to help me!
AND ****** FOUND MY APPOINTMENT SHE CONFIRMED THAT ON THE FOLLOWING DAY. YOU NEED AGENTS WHO KNOWS HOW TO DO THEIR JOB!
At this location, I presented the referral in the exam room and it wasn't accepted since my medical office did not add all of the ICD-9 CODES.
SO ********* told me to come back when the code is added instead of her contacting them for a correction. THAT WAS MY LAST QUEST VISIT.

Regards,

******** *******
Business Response
Date: 01/15/2025
Dear ******** *******,
Thank you for providing the additional details of your concerns.
I also would like to check into why customer ********************** was not able to assist with your questions and appointment.Would you also please let me know the number you contacted and range of the date you contacted customer ********************** for investigation.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 01/17/2025

Complaint: 22742075

I am rejecting this response because:

I called ************, I am not joking, I really would like to file a complaint against all of the agents at fault who I spoke to that day.
After being scheduled and given the date 12/20/2024, time 3:40 PM and address to the eastern location in *********, ** the 1st ****** I spoke to for help around 3:30 PM PST was a female, that call won't be missed. There was so many agents who were also unhelpful and then there was ***** the supervisor who was surprisingly unhelpful and stated that I did not have and appointment that day. The last one was *** at 3:40 PM PST. I need for all of these calls to be heard because there is something wrong when your entire call center is providing poor customer ********************** and not trained to see where an appointment is. Since I asked for a supervisor, *** transferred me to ******. She found my appointment and couldn't understand why I had such a HARD TIME trying to get simple things. After she heard the calls she called me back on 12/21/2024 from ************.
As for the ******* Location in ********* **, I need for my complaint to taken seriously about that as well since I had tried twice to be seen. 12/17 and 12/18/2024.
At the eastern location on 12/20/2024, I had to get out of my car while on the phone with a nasty agent named *** at 3:40 PM since she wasn't helping, I went into Dignity Health and asked where the Quest was and they immediately shared that it is inside the Pharmacy next door on the 3rd floor hidden in the corner.
For these to say, I didn't have an appointment and choose to not help get the location on this Quest, then how come I was on the phone complaining to ****** about the call center staff when someone came out and called my name?
That is because I had an appointment the entire time and knew what I was talking about!
While in the exam room ********* was checking the referral I gave her and she ended up not being able to help me AFETR ALL THAT TIME AND THINGS I HAD TO GO THROUGH, I couldn't get any help at the end since the medical office at ******************************** did not properly complete that referral so it was rejected. I am extremely tired of people wasting my time for fun or simply because they are incompetent.

Regards,

******** *******
Business Response
Date: 01/28/2025
Dear ******** *******,
Thank you for providing me with this information for investigation, please know the calls you had with customer ********************** are being pulled and reviewed for retraining purposes.
In regards to this part of your concern, "At the eastern location on 12/20/2024, I had to get out of my car while on the phone with a nasty agent named *** at 3:40 PM since she wasn't helping, I went into Dignity Health and asked where the Quest was and they immediately shared that it is inside the Pharmacy next do" would you please tell me the exact address of this location visited for investigation with the location?
Sincerely,
Stephanie
Initial Complaint
Date:12/27/2024
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.
03/01/24
Had yearly physical labs drawn
Insurance sent a EOP stating I owed Quest $68.04 which I paid on 09/13/24.
Total bill was $488.38 and rest of bill taken care of by my insurance since it is an in-network agreement.
I have made numerous calls and keep getting billed for the full amount. They are now planning ro submit it to a collections agency. Need to have this resolved as I have paid what I owe.
Business Response
Date: 01/03/2025
Dear ***** *****,
Thank you for contacting Quest Diagnostics regarding your March 1, 2024 date of service. I apologize for any
inconvenience and frustrations you may have experienced regarding your invoice.
Thank you for providing the explanation of benefits. With this information, I have updated invoice number ********** to reflect a zero balance and have requested a $25.00 refund check for your overpayment. Please allow 2-3 weeks for you to receive this in the mail.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison

Customer Answer
Date: 01/04/2025
[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:12/20/2024
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 was sent to quest diagnostics several times for lab work. Every time I went I asked several times if I had to pay any type of ** payment or anything after insurance. I told them I am currently unemployed and unable to take on any debt nor did I have the money to pay any fees. I was told Everytime that I was **mpletely **vered by insurance and there was no ** payment. Now I am receiving bills for ** payments. I was lied to by their staff in order to use their service. This is clearly illegal. Had I known I was actually being charged I would have not used their service. To my knowledge I was charged for many tests. One for $33.02, one for $7.19, one for $14.04. I am unaware of their are more bills that that they are charging me for service. Every single time I took tests I explicitly asked if there was a CO charge or ** payment. They didn't even bother to check they just said no charges will be billed to me. Again they lied in order for me to use their services.
Business Response
Date: 12/27/2024
Dear ***** ******,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your invoices. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Please be assured that we take patient contacts very seriously. It is the policy of Quest Diagnostics to thoroughly investigate each complaint and to implement any appropriate or corrective action when an area is identified as needing improvement or an employee in need of counsel,coaching, re-education, or re-training.
Patients can contact their insurance carrier prior to services to be advised whether 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: 12/27/2024

Complaint: 22715900

I am rejecting this response because:
Your company offers a service. And in order to serve people you must tell them the cost of the service. I find it hard to believe that you have no idea if there is a surcharge since you are the ones sending me a bill for it. I asked if there was a surcharge or CO payment and I was told no. If I had known I would not have used your service. So your company lied to me about my co-payment in order to get my business. There is no resolution to this matter unless the money you claim I owe is voided. I have to assume you do not want to so I guess I'll have to contact the government and health department and discuss getting your certifications revoked for lying to patients. I will await your answer.

Regards,

***** ******
Business Response
Date: 01/03/2025
Dear ***** ******,
Quest Diagnostics does not know how the insurance is going to process the claim, we also dont know individual plan benefits so we are not able to speak to what the co-insurance/deductible will be for each patient. All patient insurance plans vary. It is dependent on how your insurance company processes your claim based off the benefits you have.
I confirmed with your insurance company they applied the out-of-pocket expense to your *********************** because you have not met your out of pocket for the year.
Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:12/17/2024
Type:Customer Service 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 went to the lab on November 21st. Since that time my results are Transfer on Hold. I called customer ********************** every week and was told not to worry the test just takes time. I started getting supervisors involved since Thursday. I was told by one that this is not a quest issue it but a 3rd party matter, this is really not my problem . I have been promised phone calls back from *** a supervisor and I received none. Now when I call, I am told that the supervisors are busy but still no phone calls back. I need this these results because I cannot be diagnosed without them. I think a month is ridicules and the lack of response from your customer ********************** department is beyond aggravating. Can some one please call me back to help get my results
Business Response
Date: 12/20/2024
Thank you for contacting Quest Diagnostics regarding ******* *****. I apologize for any inconvenience they have experienced.

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 re-education or re-training.

After review of the patients concerns, he had already reached out to our Quest ********************* regarding his results. His results were sent to his physician on 12/6/2024. On 12/17/2024 his results were resent to his physician electronically and a copy was emailed directly to the patient.

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

Customer Answer
Date: 12/20/2024
[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: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 had done bloodwork on November 19th, 2024 with Quest. Today is December 15th, and Im still missing a portion of my blood work. These results are extremely important for me to have so I can proceed with treatment from my physician. Within the last week and a half, Ive called customer ********************** 5 times, and I keep getting told a new turn around time. I was even told that a note got attached to my results to be received within a given time (the same week) & still nothing. Waiting a month for results & still not receiving the full panel is ridiculous. Its caused me extreme stress to my mental ************ delaying me from getting proper care accordingly.
Business Response
Date: 12/23/2024
Dear ******** ******,
Thank you for contacting Quest Diagnostics regarding your November 19, 2024 date of service. I apologize for any inconvenience and frustrations you may have experienced.
Please know that most tests are performed within a few days,while some complex testing can take longer to complete. The final report of the results has been sent to the ordering physician on December 16, 2024 successfully.
Again, I apologize for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond.
As a valued patient, we hope you will continue to use Quest Diagnostics in the future.
Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:12/12/2024
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.
Yes I went in here to take drug screen for employer and I was racially profile she accused me of have something in my pants when I open my pants she didnt even look she called me liar and I had nothing in my pockets I had no pockets she talk to me very rude not professional. I can tell she didnt even want to serve me cause the color of my skin because of this I will never use quest again or services I never felt racism to today and then told me something was wrong with my screen which was not I need to take another one in 30 min they I felt leaving out of their I thought I committed a crime and I never been to jail But to feel that some one that evil and still think we in 1960 it was the worst experience I ever had I will be calling the news
Business Response
Date: 12/23/2024
Dear Chavanette *****,
I am writing to acknowledge the receipt of your formal grievance against Quest Diagnostics sent on 12/12/2024.
I have considered your complaint carefully and concluded that it should be addressed through the formal discrimination grievance process.
As part of the process, you may be contacted by a Quest Representative if the team has additional questions.
It is our policy to send you a written decision within 30 days of receiving your grievance.
Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:12/11/2024
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 seeking clarification re billing practices by Quest Diagnostics.The Quest lab in ***************************** has begun REQUIRING patients to provide a credit card in order to access these necessary healthcare services.Earlier in the year, patients were given the option of providing a credit card OR being billed once the insurance payments were done. In recent months, phlebotomists have been strongly REQUIRING that all patients provide a credit card in order to receive service. In one instance, I pointedly asked the phlebotomist if I would be denied service if I did not provide a credit card. I was told YES.When I contacted Quest's billing department on 12/11/24 regarding my concerns, I was told that there is no such mandate for patients to provide a credit card at the time of service. It is optional. Unfortunately, that clarity has not filtered down to the ******* location. While I was advised to speak to a supervisor in the future, this can be unnecessarily time consuming since most of the supervisors are not onsite. It also doesn't address the issue systematically with other patients who are being coerced to provide credit cards before they can obtain this important healthcare service. Two things that concern me: First, everyone does not have a credit card. Denial of necessary healthcare because someone does not have a credit card is deeply troubling. Second, removing the option to allow patients to pay their bill after insurance has been reconciled is problematic. There is no reason for Quest to mandate that they hold on to credit cards "just in case." It opens patients to unnecessary cybersecurity risk and forces them to use a method of payment that may not be their choice. For instance, once I get the final bill after insurance has paid, I pay through my checking account so that I don't run the risk of occurring interest through a traditional credit card.I am asking for a clear answer from Quest regarding this new req.
Business Response
Date: 12/23/2024
Dear ******** ****,
Thank you for contacting Quest Diagnostics regarding our Easy Pay Program and your recent visits to ************************************ service center.

I apologize for any inconvenience this issue may have caused you. What you are referring to is Quest Diagnostics Easy Pay Program. With one step, at the time of service, you authorize a charge which will only be used to pay any balance that remains after your insurance company processes your claim. If your insurance provider indicates that you do not have a balance due/owed, your credit card will not be charged. At no time are funds held.

Your feedback was sent to the Danbury patient service center management team to further investigate your concerns. I appreciate your patience while this is further reviewed.

Sincerely,
*********
Sr.Quest Experience Support Liaison
Customer Answer
Date: 12/23/2024

Complaint: 22672857

I am rejecting this response because:
It does not answer the basic question I asked. Is this needed healthcare service refused by Quest if customers do not provide a credit card?
Please directly answer the question that's being asked.

Regards,

******** ****
Business Response
Date: 12/27/2024
Dear ******** ****,
I apologize I am not understanding your question, "It does not answer the basic question I asked. Is this needed healthcare service refused by Quest if customers do not provide a credit card?" would you please clarify your question?
Sincerely,
*********
Sr.Quest Experience Support Liaison

Customer Answer
Date: 01/02/2025

Complaint: 22672857

I am rejecting this response because it is not responsive to the compliant. While I appreciate the extra information, it does not answer the basic question/complaint: Are credit cards REQUIRED of Quest customers at the time of ********************** in order to receive blood work?
Hope this clarity helps because it's pretty straightforward.

Regards,

******** ****
Business Response
Date: 01/07/2025
Dear ******** ****,
If a patient has an outstanding invoice, they will be required to pay before additional testing is performed. If the patient has an estimated patient responsibility at the time of service, credit cards are not mandatory as you can be billed once the insurance processes the claim.
Sincerely,
*********
Sr. Quest Experience Support Liaison

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