Complaints

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

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  Quest Diagnostics

  500 Plaza Dr Secaucus, NJ 07094-3619

• 

  Quest Diagnostics

  2740 28th St SW Grand Rapids, MI 49519-2110

• 

  Quest Diagnostics, Inc.

  10101 Renner Blvd Lenexa, KS 66219

• 

  Quest Diagnostics

  1060 W State Road 434 # 100 Longwood, FL 32750

• 

  Quest Diagnostics

  1703 Ne 8th Rd Ocala, FL 34470-4236

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:12/10/2024

  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.

  I am a kidney transplant recipient, and I had a test to monitor my kidney transplant function. The name of the test is Donor Specific Antibodies, and Quest Diagnostics lost my test. They have done nothing to investigate the situation.

  Business Response

  Date: 12/11/2024

  Dear ***** ******,

  Thank you for contacting Quest Diagnostics.

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

  I appreciate the opportunity to respond to your concerns.

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

   

• Initial Complaint

  Date:12/09/2024

  Type:Order 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 completed a thyroid and hormone test panel. The results are not explained to you. I met with my primary care doctor and found out the results Quest provided are actually incorrect. I paid $183 for this service and was given incorrect health information. This is extremely concerning and I want a refund. Test - ZD438028Y)

  Business Response

  Date: 12/12/2024

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

  Thank you for contacting Quest Diagnostics regarding your July 24, 2024, date of service. 
  

  If you would kindly advise what your physician found incorrect with your July 24, 2024, results.
  

  Please know that if your doctor feels as though there is a discrepancy in the results, they have the option to contact Quest Diagnostics for a medical consult. 
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  Stephanie 
  Sr. Quest Experience Support Liaison 
  

  
  

• Initial Complaint

  Date:12/09/2024

  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.

  Patient name: ******* ********* Bill number: ********** Lab code: WHC Date of service: 01/15/2024 Amount billed: $3,615.16 My Quest bill was submitted to my primary insurance with Cigna and for services rendered in January 2024 I was billed in August of 2024. After paying the bill in full after going to my primary insurance, I was made aware that the bill was never submitted to my secondary insurance with anthem *********** I contacted quest several times and they assured they would send the *** to my secondary insurance. They still have not done so and it has been over 3 months. I spoke to anthem **** and they did not receive anything at all. I am not able to submit the *** to Anthem BCBS, it must come from Quest directly.I paid a total of $328.93 to Quest and I am requesting they submit the *** to my secondary insurance and refund me money that I paid that my secondary insurance would be covering. It is unethical to withhold a bill from my insurance that I am paying for and expect more from quest. Its nearly impossible to speak to anybody from their billing department which makes it even more difficult to resolve. I spent countless hours trying to fix this issue and is time I cannot get back. I am hoping BBB will help resolve this for me as a last attempt.

  Business Response

  Date: 12/11/2024

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

  Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.  

  Please know for invoice number ********** a claim has been submitted to your secondary insurance on three separate occasions, Quest Diagnostics has not received a response. I have sent another secondary claim to your insurance on December 11, 2024 along with the ticket number provided. A contact will be made to the insurance to ensure they received the claim for processing. 

  Thank you for your patience. 

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

  
  

  Customer Answer

  Date: 12/11/2024

  
  Complaint: 22661741
  
  I am rejecting this response because:
  
  I was already informed that the claim was sent to my secondary insurance twice and now three times. The first attempt was not made based on a representative I spoke to at Quest because it was marked not to send. The second attempt was made and I contacted my secondary insurance to confirm a week later and they said nothing had been received. I am not confident this third time will be successful. I confirmed each time that my member number was correct. I also have not experienced any problems like this with my MPI Anthem BCBS coverage whatsoever and they are very prompt when claims are sent.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 12/13/2024

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

  I am sorry for the time and effort you have spent on having your concern resolved. I have requested a paper claim with the primary response be mailed to your secondary insurance.

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

• Initial Complaint

  Date:12/06/2024

  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 had lab work done at quest. I paid while in office. Then got billed an additional amount months later. I paid that by phone. The a few weeks later they started deducting my account with no billing or authorization. I believe this to be illegal. I want this looked into. I believe they are scamming people out of money they don't have.

  Business Response

  Date: 12/09/2024

  Dear **** *****,
  
  Thank you for contacting Quest Diagnostics regarding your invoice concern. I apologize for any inconvenience and frustrations you may have experienced regarding making payment.
  
  I was not able to locate a charge in the amount of $246.20 that was the disputed charge, would you kindly provide me with the exact charge amount and date the amount was deducted for further investigation.
  
  I appreciate the opportunity to respond to your concerns.
  
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison

  Customer Answer

  Date: 12/19/2024

  
  Complaint: 22652698
  
  I am rejecting this response because:
  
  The last transaction was 12/7/2024 for $79.
  
  Regards,
  
  **** *****

  Business Response

  Date: 12/26/2024

  Dear **** *****,
  
  Thank you for providing me with this information.
  

  The $79 charge you are seeing is for your May 7, 2024 date of service. At the time of service on May 5, 2024 you provided your card for our 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.
  

  For the May 7, 2024 date of service, Quest Diagnostics did not receive a response to the claim we sent to them for processing. Due to Quest Diagnostics not receiving a response, your card was charge for the $79. If you have new insurance information to provide for this date of service, please provide me with the member id,group number and insurance name so I can have a claim resubmitted for your date of service.
  
  Sincerely,
  *********
  ************************************* Support Liaison

• Initial Complaint

  Date:12/06/2024

  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 was charged twice for the same service in August. I still have not received a refund and customer ********************** can give me no timeline except to say that refunds can take ***** days. I have never heard of such a thing! If they charged me twice I should be able to get my money back earlier than two months!

  Business Response

  Date: 12/09/2024

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

  Thank you for contacting Quest Diagnostics, I am sorry for any frustrations or inconvenience you may have experienced regarding your concerns.

  If you would kindly provide me with the date of service the refund is pertaining to, and if possible, the invoice number for further investigation. 

  I appreciate the opportunity to respond to your concerns. 

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

  
  

• Initial Complaint

  Date:12/02/2024

  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.

  On July 31, 2024, Quest charged my credit card $125.90 instead of billing my insurance company. On 8/5/24 my insurance company and I spoke to ******** at quest and asked them to bill the insurance. ******** stated Quest would reimburse me $125.90 within 6-8 weeks. Quest was paid by the insurance company but have failed to reimburse me although every time I call, they tell me they will reimburse me. I have spoken to a quest customer ********************** *** on the dates below and each have told me that the reimbursement has been requested and will be processed in 3-7 days and still I have not been reimbursed. I would like a billing manager to call me and process the refund with me on the phone or mail me a check. Calls to Quest Customer ************************/5/**- Per ********, the billing department does not have a call# nor can I speak with a manager. ******** emailed the billing department to request reimbursement. Reimbursement to be processed and received 6-8 weeks. 9/16/24- Per *******, she spoke to a supervisor and put in the request for reimbursement again. 11/5/24-Per ***, she spoke to another supervisor and said she was processing the refund. She read me back my credit card # and said it will be processed within 3-5 days. 11/22/24-Per *******-she said there was not a live person I can speak to in the billing department, nor could a manager call me back. She stated the last person I spoke to did not process the refund. She spoke to a supervisor again and requested the billing department again to process my refund. She stated she couldn't speak to anyone in the billing department because all communication is done through email, and she also did not have a phone number to give me to call the billing department directly. She said to give it another 3 days to see the refund in my credit card statement.12/2/24-Per *****- they are processing the refund. It should take 3-5 business days. I explained that's the same thing they told me on 11/22 and it's now been a week.

  Business Response

  Date: 12/04/2024

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

  Thank you for contacting Quest Diagnostics regarding your payment.I apologize for any inconvenience and frustrations you may have experienced.
  

  Please know a refund in the amount of $125.90 has been processed for invoice number ********** on December 2, 2024. Please allow 2-3 days for you to see this refund reflect your account.
  

  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

  
  

• Initial Complaint

  Date:11/30/2024

  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.

  Regarding billing: my secondary insurance was approved in January 2024. I updated Quest with this information, and they advised me all *** from effective date 11/6/22-2023 I could submit on my own for reimbursement which I did. The issue is all *** from 2024 are not being billed properly. EVERY SINGLE TIME I go in for a Quest appointment I scan both cards, BCBS primary & CAMP VA secondary & they try to collect an estimated amount which does not apply because CHAMP VA covers the remaining balance that ***** does not. The ladies tell me they wont charge my card unless you owe, which is a lie because my credit card was charged this last visit. This has been an ongoing issue this entire year. I have been in contact with billing since February regarding all the *** this year and yet every time I have a visit, I have to call Quest to remind them to **** ***** VA and I should not have to do that! There is no reason why each visit continues to get missed & secondary insurance is not being billed. I want a refund for the most recent charge to my card dated 11/13/2024 for $16.78 and I want quest to start billing my secondary without me havent to ask each time I go (every 3 months). I spoke with billing in October and there are 4 *** they said they submitted electronically but did not hear back so they submitted paper claims, but I am still receiving bills for them.Another issue is me being forced to pay an estimated amount that my second insurance covers and if I dont the ladies at the location refuse service. This is a disservice to your customers that know their insurance policies. Not to mention billing stated they placed a hold on my account, but the location claims to not see this.

  Business Response

  Date: 12/04/2024

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

  Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experience regarding your secondary insurance. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing. 
  

  Please know our billing system does not store secondary insurance information. A secondary carrier will not be billed automatically. After the primary carrier processes the claim and determines patient responsibility you would receive an invoice and then contact the billing team at Quest on the number on your invoice for us to submit a claim.
  

  At the time of service if the patient has an open invoice that is in past due status, payment is required before the patient can be serviced. You may decline Easy Pay at the time of service due to the patient having a secondary insurance.
  

  Several invoices for your 2024 dates of service have been placed on hold while Quest Diagnostics sends a paper claim to your secondary insurance Champ VA.
  

  I appreciate the opportunity to respond to your concerns.
  

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

  Customer Answer

  Date: 12/04/2024

  
  Complaint: 22621009
  
  I am rejecting this response because: Then why at every visit does Quest have me scan both Primary & Secondary insurances if you all dont automatically bill the secondary insurance nor store the information? That does not make sense and is a valid question. I also want a refund for my most recent payment because as you stated all my 2024 dates of services have been submitted via paper claim and yet your *** at Quest made me pay or was refusing to attend to me. Can the facility ***s see the hold on my account?

  As you stated I can decline the estimated payment "easy pay" due to having a secondary insurance. Is staff aware of this? I do not want to continue having issues.

  
  Regards,
  
  ******** ***

  Business Response

  Date: 12/13/2024

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

  At the time of service, it is the patients option whether they want to provide their secondary insurance information. Patients will still need to contact our billing department to provide their insurance information to be billed if there is a balance with the primary insurance.
  

  I have shared with the Tampa location management team the feedback you have provided. I can assure you that it is used to improve the customer experience at the collections site.
  

  Would you please let me know your most recent payment and date of service for further investigation? The patient service center does not have access to Quest Diagnostics billing system.
  

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

  Customer Answer

  Date: 12/31/2024

  
  Complaint: 22621009
  
  I am rejecting this response because:
  
  Hi I did not see the response because it went to my spam folder but if I can provide the date of service as asked I would like to. Date was 11/13/2024 I paid $16.78. All dates in 2024 were submitted to my 2nd insurance and Quest is waiting a response.
  
  Regards,
  
  ******** ***

  Business Response

  Date: 01/08/2025

  Dear ******** ***,

  invoice number ********** has been submitted to your secondary insurance on December 9, 2024. Quest Diagnostics has not received a response from your secondary insurance. If your insurance processes the claim making payment, any overpayment will be refunded to the patient.

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

• Initial Complaint

  Date:11/25/2024

  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.

  went to Quest Diagnostics at ********************************************, to drop off a urine sample, thinking it would be a quick and straightforward process. I brought everything I needed: the paperwork neatly in the bag, the urine cups provided by my doctor, and a reasonable expectation that I could simply leave the sample as I have done in the past.When I arrived, the office was deserted. I had to check in and wait around awkwardly, hoping someone would appear. Eventually, someone came to the door. I explained I just needed to drop off the sample. To my shock, they told me I couldnt do that. I had to wait in line or make an appointmentwhich, to my disbelief, would mean waiting an additional three hours just to hand over a sample that was ready to go.I told them I couldnt wait that long and left the sample anyway, assuming they would process it since everything was in order. But no. They called me later to inform me that they had thrown my urine sample away. Why? Because I didnt stand in line for hours or sign some arbitrary paper. The sample, which my doctor needed for testing, was gone because of bureaucracy.They then had the audacity to tell me that next time, I should schedule an appointment to drop off a urine sample and wait in line until my name was calledtreating me, a patient already dealing with medical concerns, like I was in the wrong for expecting basic courtesy and efficiency.This is how Quest treats patients: with dismissiveness and unnecessary obstacles, making an already difficult time even more stressful. Its unacceptable, and something needs to change.

  Business Response

  Date: 11/26/2024

  Dear **** ***** Eyes,
  

  Thank you for contacting Quest Diagnostics regarding your most recent visit. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  

  Appointments are strongly encouraged and will receive priority. If you walk in, you will have to wait for the next available ********** addition, you will need to check in upon arrival and indicate that you are there to drop off a sample.
  

  Quest Diagnostics drop-off process is the patient is required to sign in. There is an option for dropping off without needing an appointment.Even if a patient is dropping off a specimen, the patient will still need to be taken back to collect the specimen and order and confirm insurance information.
  
  I appreciate the opportunity to respond to your concerns.
  
  Sincerely,
  *********
  ************************************* Support Liaison

  Customer Answer

  Date: 11/26/2024

  
  Complaint: 22604659
  
  I am rejecting this response because:
  
  Thank you for your response, but I reject it as it fails to address the critical issues I raised regarding the drop-off process.
  
  While I understand the need for appointments and prioritization, the option for dropping off still requires a person to wait in line. I clicked that option and it said it would be 2 to 3 hours before I could just drop off.  Requiring a patient to wait 2 to 3 hours to simply drop off a specimenwhen all necessary paperwork, insurance, and documentation are already providedis neither efficient nor considerate of patient needs.
  
  Your explanation that the drop-off process requires sign-in and confirmation of insurance is understandable for walk-ins without preparation. However, in my case, I already had everything completed and was there for a basic drop-off. This blanket policy unnecessarily complicates the process, creating undue hardship and risks, particularly for patients who may be seriously ill or contagious, such as those with COVID-19. 
  
  The lack of a streamlined drop-off option creates hardship and also poses a public health concern. Requiring someone who is potentially contagious to enter a waiting room and stay for hours is unsafe for staff and other patients. There should be a way a caregiver can just drop-off specimens. I know you pick up from doctor offices.
  
  I urge Quest Diagnostics to reevaluate and improve this process to accommodate simple drop-offs more efficiently, especially for patients with completed documentation. A straightforward drop-box system with digital or pre-signed confirmation could resolve these issues and enhance the overall experience for your patients.
  
  I have also wrote, ******************************** and **************************************. This is a safety issue.  I appreciate your attention to this matter and look forward to a resolution that prioritizes patient safety and convenience.
  

• Initial Complaint

  Date:11/25/2024

  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.

  Write a letter to the Better Business Bureau 1800 words complaining about Quest Diagnostics. I am covered by my ****************** and we a covered by GEHA Medical Insurance. Quest is the local provider for Lab Work, and supposed to be used because of an existing relationship with *************** For the last year Quest has failed to **** ****, even though my insurance card was presented. I have called Quest 7 times, engaged in several 3 way call with GEHA, written to both the **************** and ******************* and escalated to a Supervisor. All this, and still no resolution. Please note that **** has informed Quest multiple times that my Insurance covers Lab service with no copay. I strongly advise any **** member to use Quest Diagnostics because services may not be billed correctly, and the member may, like me, get surprise bills and incompetent customer **********************.

  Business Response

  Date: 12/26/2024

  Dear ********* D'rain,
  
  Thank you for contacting Quest Diagnostics regarding your invoice concerns.
  
  Please know that GEHA has been billed for your dates of service however **** responds to Quest Diagnostics with a denial stating, Incorrect name, group # or ID # and unable to identify patient. Quest Diagnostics has resubmitted the claims after speaking with you on October 30, 2024 after verify insurance information and again on November 27, 2024.
  
  **** continues to deny the claims after verifying and submitting the confirmed information. Please contact **** regarding the denial of your claims as Quest Diagnostics does not process patient claims.
  
  Sincerely,
  *********

• Initial Complaint

  Date:11/21/2024

  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.

  I had lab work done. They are double-charging me for tests and twice as much as the prices listed on their website. When I called twice to have them fix the bill. I was told that they would not correct it, and I had to pay them that amount.

  Business Response

  Date: 11/21/2024

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

  Thank you for contacting Quest Diagnostics regarding your October 17, 2024 date of service.
  Please be advised that Quest Health, CIT (consumer ordered testing) differs in several ways. There is no physicians order.Consumer-initiated and physician-directed services differ in several respects,including pricing. Patients pay for CIT upfront and therefore there is no bad debt, or any associated costs related to insurance submissions, patient billing, billing research or collection efforts. *** purchases do not involve a health plan. These tests must be purchased online before services are performed. Only you, the patient/consumer will get their results. With ordering from CIT platform, you pay on a website, upfront. Not all of the testing your physician requested is offered through Quest Health consumer-initiated testing.
  

  Quest Diagnostics is sensitive to concerns about the cost of healthcare. Market research indicates our prices are comparable to other laboratories that provide similar services. There are many factors that determine the pricing our tests. Quest Diagnostics bills both insurance companies and patients the same list price for our services. Insurance carriers pre-negotiate pricing in their contracts with Quest Diagnostics. Members of those plans, who pay for healthcare benefits, must use Quest Diagnostics for their laboratory services and in turn receive contractual discounts on services covered by their plan.Services not covered by a contracted insurance carrier are billed at our list price, just as we bill a patient without insurance. Patients who do not pay for insurance coverage have the freedom to shop around and use any laboratory they choose.
  

  I appreciate the opportunity to respond to your concerns.
  

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

  Customer Answer

  Date: 11/22/2024

  
  Complaint: 22586598
  
  I am rejecting this response because:
  It is unfair practice to give discounts to anyone who has insurance or has pre paid for tests and not give those prices to someone who is paying cash for the services.

  I was not given a choice on which lab was used. My *********** only works with quest. I do not have helath insurance and pay cash for all my health care needs. The fact that I have to pay the highest prices is ridiculous.
  
  Regards,
  
  **** *******

  Business Response

  Date: 11/22/2024

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

  We encourage you to complete our financial assistance application. Quest Diagnostics processes their financial assistance based off the owed amount on the patients invoice, along with the amount of family members in the household and combined gross income. Once the patient has an invoice, we would need the households most recent W2 or two most recent paystubs along with the completed financial assistance form to determine their eligibility. Please let me know if you would like for me to send you an application, or it is available on our website.

  Sincerely,

  Stephanie