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

1,410 total complaints in the last 3 years.
389 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:11/20/2024
Type:Sales and Advertising 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 had blood drawn through my provider and sent to quest on 11/6/2024. As of today 11/19/2024 neither my provider, nor I, through ************************************************************, have the results. None of the tests conducted require more than 7 days for results.
Business Response
Date: 12/04/2024
Dear ******* *******,
Thank you for contacting Quest Diagnostics regarding not receiving your November ****** results in a timely manner.
Please know several of the tests requested by your ordering physician had a longer turnaround time to report out.
The completed report was delivered to the ordering physician successfully on November 21, 2024. Quest Diagnostics is also showing the report was viewed on the patients MyQuest account.
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: 12/04/2024
[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. I only wish that the turn around times for the tests ordered would be more accurate at 15 days is an excessive amount of time to wait for results.

Regards,

******* *******
Initial Complaint
Date:11/19/2024
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 made an appointment with Quest Diagnostics for my 91 year old mother. I was given a confirmation code. The code is VRWDQN. They claim there was no code issued. The phone auto attendant does not connect at any time to a live person. I had my mother ask someone there to talk to me, but no one was stationed out with the patients. Whemn someone did come out, they refused.
Business Response
Date: 12/04/2024
Dear *** *******,
Thank you for contacting Quest Diagnostics regarding your mother's visit.
If you would please provide your mother's name, date of birth, address of the Quest Diagnostics location visited and date of service for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:11/18/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a lab test at my doctor office that was done by Quest on 12/07/2023. My health insurance *** showed that my responsibility for the test is $0. They also called Quest and sent document over. I also sent over the *** couple times as well. However, Quest keeps sending me the bill in the amount of $266.02. The same test (*****) without insurance shows on Quest site is only $75
Business Response
Date: 11/19/2024
Dear ***** ***,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your invoice.
After reviewing the explanation of benefits for your provided December 7, 2023 date of service, I have updated invoice number ********** to reflect a zero-patient responsibility. Please allow ***** hours for the invoice to reflect the zero balance.
I apologize for the time and effort you have spent having your concerns resolved and I appreciate the opportunity to respond.

Sincerely,
*********
Sr.Quest Experience Support Liaison
Customer Answer
Date: 11/19/2024
[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:11/15/2024
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.
On 08/08/24 I was charged $226.25 for bloodwork for which there is no *** on my insurance company's website. Every other charge from Quest has a corresponding EOB, and all Quest work we had performed has been ******* spouse called Quest billing department on October 23rd, and **** confirmed that there was no EOB relating to this charge but refused to refund us. We just want to be refunded for this amount.
Business Response
Date: 11/22/2024
Dear **** *******,
Thank you for contacting Quest Diagnostics regarding the payment of $226.25. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
After further investigation, I am showing the payment of $226.25 was posted to invoice number ********** for patient **** *****. The claim was not submitted to any insurance. If you would please let me know if there is any relation to this patient for further action on my part.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 11/22/2024

Complaint: 22558991

I am rejecting this response because:
Thank you for your investigation. **** ***** is my spouse. The invoice should have been submitted to our *************** plan that was provided at the time of service.
When **** called Quest for information regarding the charge, **** only looked at insurance EOBs for both of us and did not suggest the labwork might not have been submitted to insurance.
Please tell us how we can get the bill reprocessed to go through insurance.
Regards,

**** *******
Business Response
Date: 11/25/2024
Dear **** *******,

Thank you kindly for confirming the relation for me. With this, I have processed a claim to your insurance Cigna, and also refunded the payment of $226.25.
Please allow 4-6 weeks for Cigna to process the claim in full and provide Quest Diagnostics a response. If there is any balance as patient responsibility remaining after Cigna processes the claim, Quest Diagnostics will send an updated invoice.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:11/13/2024
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 have been incorrectly billed by Quest Diagnostics for lab diagnostic work that should have been covered by my insurance. According to my insurance company the bill was $188.92, they said they paid $187.09 leaving a balance of $1.83. When I reached out to Quest Diagnostics they told me I owe $267.65, none of the numbers match up. The only one close is the amount insurance paid at ******. To fix this I was told I had to do a ton of paper work and leg work. They wanted me to contact my insurance company and have them send the information regarding my policy to this billing company which already has agreements with the insurance company as well as the information they are requesting. I refuse to do hours of work that is there job. They are claiming I owe them money when I do not. Quest Diagnostics is making up numbers and fraudlently trying to get money from me. I would consider a lawsuit for harrasment if that is possible.
Business Response
Date: 11/15/2024
Dear ***** ******,
Thank you for contacting Quest Diagnostics regarding your invoice concerns.
Please know that Quest Diagnostics received the explanation of benefits from the patient's primary insurance for the June 4, 2024, date of service stating the denied testing was a non-covered service and billable to the member.
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.
If you feel as though your insurance processed the claim incorrectly, please contact your insurance carrier. If your insurance carrier provides you with an updated explanation of benefits, you can provide it to me for review.
Sincerely,
Stephanie
Customer Answer
Date: 11/20/2024

Complaint: 22553898

I am rejecting this response because:
nothing has been resolved. My insurance said I owe $1.83, is this company saying that is what I owe? Since they are saying I need to contact my insurance and that is what my insurance said. Thank you

Regards,

***** ******
Business Response
Date: 11/22/2024
Dear ***** ******,
Please provide an updated explanation of benefits from your insurance showing the denied test is not billable to the member.
Sincerely,
Stephanie
Initial Complaint
Date:11/13/2024
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.
Although Quest provides laboratory services to the healthcare industry, my complaint is solely regarding their billing practices and, as such, do not violate any HIPAA restrictions. Every time I utilize Quest services I receive a bill, even though I have three forms of insurance. Quest only bills my first insurance company and I end up having to contact my other insurance carriers to have them contact Quest. For whatever reason, Quest refuses to contact any but the first carrier. They have been provided with all the necessary information (address, phone, etc.) to file with each company.
Business Response
Date: 11/13/2024
Dear ****** ******,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experience regarding billing secondary insurance.
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. Quest Diagnostics does not bill patients tertiary insurances.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 11/14/2024

Complaint: 22534137

I am rejecting this response because:

I appreciate the response to this complaint from the Senior Quest Experience Support Liaison named *********. In addition to my complaint here at the BBB,I also sent a message directly to Quest. Today I received a reply from Patient Billing Customer ********************** regarding that message. The two replies indicated opposite solutions to my issue. In Stephanies reply to this BBB complaint, she stated the following:

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.

Quest Customer ********************** responded with the following:

We are unable to submit a claim to your secondary insurance carrier. ******** denied payment and most secondary policies do not pay for services denied by Medicare. The amount due is your financial responsibility.

********* clearly indicates Quest will submit a claim once they are given the necessary information, while Customer ********************** states they are unable to submit the claim. Others who read this complaint response might wonder which is correct. I can clear that up right now; the reply from Customer ********************** is a standard response that is false. I know this to be true because this isnt my first time playing this game with Quest. In the past I have had to contact my secondary insurance company and have them call Quest to let them know they WILL PAY, once the claim is filed.

To bring my reply to a conclusion, there are two acceptable resolutions.

1. Quest will be provided with the necessary information to file a claim with my secondary insurance company.
2. I will file the claim, and Quest will wait for the insurance company to issue payment. In no event will I make payment prior to my insurance carriers being billed.

Which of these two would Quest like for me to pursue?

Regards,

****** ******
Business Response
Date: 11/15/2024
Dear ****** ******,

I am sorry for the confusion with the two responses you received. I do not work with the billing department with Quest Diagnostics. If you would please provide me with your secondary insurance information as well as the invoice number that is needing the secondary insurance billed to.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 11/19/2024

Complaint: 22534137

I am rejecting this response because:

The only reason I rejected this is to keep the issue open. It sounds like ********* is trying to help me get this resolved but needs information from me that might become publicly available if I list it here. I looked everywhere on the BBB site but couldn't find a way to communicate with her directly. I will try to locate her via the ** site. I will update here later.

Regards,

****** ******
Business Response
Date: 12/02/2024
Dear ****** ******,

For your December 8, 2023 date of service a secondary claim was submitted to your insurance on June 10, 2024 per the request of ****** G from the insurance and again on July 31, 2024. Quest Diagnostics did not receive a response from your secondary insurance.
******** denied one of your tests stating the testing was not medically necessary. Quest Diagnostic's billing team contacted the ordering physician's office to confirm patient information on November 13, 2024, however the billing team did not hear back from the ordering physician's office.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 12/07/2024

Complaint: 22534137

I am rejecting this response because:
It's fine that you closed this complaint as unresolved because it is apparent there will be no resolution from Quest. They stated in the last communication they had tried to contact my provider with no response. The company was recently sold so I will give them that one as the attempt probably just got lost. I contacted my secondary insurance company and they did some research of their own. What they found was that Quest contacted a company in a completely different state. I have decided to file the claim myself and Quest can just wait on payment. My insurance company has already informed me they would be happy to pay the claim, they just never received it. What is really sad is that during a recorded conversation between Quest billing and my insurance company, they were given the exact address to send the claim to, and they sent it to a different state. Thank you BBB for helping me with this, and for giving me the information on who I could contact in **********. At this point I think the best course of action is for me to just file the claim myself, and to get the word out to as many people as possible. We live in an age where information can be disseminated rapidly and widely and perhaps someone else can avoid the problems I have had. I've already switched to a different lab for testing; one that DOES store all insurance information, and who DOES file secondary, and even tertiary claims. Quest is such a large company I guess they feel that can do whatever they want, but they are wrong. There are still alternatives to utilizing their services. Anyway, thanks again for your assistance. I hope all of you at the BBB have a great holiday season. I even hope the people at Quest have a great holiday. I don't blame them; they didn't set the policy there.

Regards,

****** ******
Initial Complaint
Date:11/12/2024
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.
I am writing this complaint on behalf of my wife, **** ***** (Patient ID: ***********, who authorizes the release of any health information as noted in the attestation above. She had a lab draw (requisition: *******) with Quest Diagnostics ordered through ************ on 10/25/2024 for assessment of her hormone therapy. Her lab values for total ************ and free ************ were critically high which caused her great concern and anxiety. As a healthcare professional, I advised her to recheck the labs as they did not seem accurate as they were in the range for a male. A repeat lab draw (Patient ID: **********, requisition: *******) in ******* showed the ************ values in the normal range and gave us confirmation that there was a lab error in the reporting of results.
Business Response
Date: 12/03/2024
Dear ******* ******,
Thank you for contacting Quest Diagnostics.
Would you please provide me with the patient date of birth, the exact address of the Quest Diagnostics location visited and the date of service for further investigation?
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:11/11/2024
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.
On 12/29/2023, I had lab work done at the Quest Diagnostics located in *********************** on ****************** in *******. Quest waited to bill my insurance provider and did not bill the provider on record at the time. Quest continues to send me bills rather than bill the insurance company. Now, they are putting the amount in collections.
Business Response
Date: 11/13/2024
Dear ***** ******,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experience regarding your invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Please know that we billed your primary insurance and received a response stating the patient was not covered on the December 29, 2023 date of service.
If your insurance was different on December 29, 2023, please provide your updated insurance information including the member ID and group number. However, if you were covered by your insurance carrier on this date of service,please speak with your insurance regarding their denial response.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:11/11/2024
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 very sick and went to my G.I. doctor, and they wanted some stool studies done to be able to prescribe the correct medicine. I went to Question on Nov 6th and wanted to take the stool study that day, the nurse at quest told me that i would have to bring it back the next day on the 7th.. I completed the stool study, brought back my specimen on the 7th right when it opened.. My doctors office said we should have the results on the 8th (Friday) or 11 (Monday) the latest.. I was ok with that. I called my doctors office today Monday Nov 11th and they still did not have any results.. I finally got a hold of someone at Quest that told me it takes 9-12 days to get results.. I was shocked by this, as I am very sick and if i would have known this i would have just had this done at the hospital, as they would have had the results in 24hrs.. Why would it take so long to be completed. My doctors office is baffled. I don't even want this to be completed anymore and if I find out that my insurance was billed I will hire a lawyer and bring Quest to small claims court.. This is absolutely ridicules and uncalled for..I did call Quest and filed a complaint also.. I am extremely disppointed with Quest.. They should have told me from day 1, that this could take up to 14 days. I would have went somewhere else.
Business Response
Date: 11/20/2024
Dear ********* *********,

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

If you would please provide me with the following additional information so I can further investigate:

Patient date of birth
Exact address of Quest Location visited
Ordering Physicians name

I appreciate the opportunity to respond to your concerns.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:11/06/2024
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.
Initially contacted by company (approx 10/25/24) to setup appointment for lab testing. Requested in-home visit on that day w/ days of week and times that would be available communicated; 5+ calls back from scheduling asking for those specific days and times of availability to be re-communicated and failure to establish appointment until approx 11/2/24. On 11/2/24, received confirmation via text of set appointment for in-home lab testing for 11/5/24 @ my address for 6:30pm EST. , email, and call back from diagnostic HQ for said times. No one showed up for the appointment, no one called in regards to the appointment that was "No-showed" by employee. Called service phone number on 11/6/24 to follow up w/ diagnostic HQ; customer ********************** associate was unable to reach technician responsible for home visit, ***** *****. Customer ********************** associate was unable to reschedule lab testing necessary to finalize life insurance policy in waiting from **********************.
Business Response
Date: 11/15/2024
Dear ******* *****,
Thank you for contacting Quest Diagnostics regarding your Home Draw appointment. I apologize for any inconvenience and frustrations you may have experienced.
Please know that your concern is being thoroughly investigated, you will be contacted with a follow up.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr.Quest Experience Support Liaison

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Quest Diagnostics is NOT a BBB Accredited Business.