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:11/02/2024
Type:Product 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.
On 8/7/2023 i visited a quest lab on ***************. The person who put in my lab order completely messed up the requisition and this resulted in a denial of the claim. Amount due was over $3,500. After my doctor reached out, the claim was resubmitted and was paid in full by my insurance. The claim was finally processes on 05/02/2024. While waiting for the claim to be reprocessed, Quest charged my CC $100 because they thought the insurance will not pay. I have been trying to get that money back from them since June 26. I had a health advocate reach out to them numerous times and their response was " we will issue a check". A check was supposedly issued at one point but it did not have an apartment number on the address so they voided it. I also reached out to Quest and asked where my refund was. I received 3 answers but none of those answers have a date of when it will be issued. My advocate informed me a check was reissued on 9/20 and she said i should wait 30 days. Today is November 2nd and there is no check. I am flabbergasted by the lack of accountability these people have. First they messed up my requisition, came after me for the $3,500 and charged my card automatically. It is absolutely ridiculous that ***** has reached out to me to reimburse me the money they wrongfully took from me. This has been going on for 1 year and 3 months. Due to a mistake one of your employees made. I demand to know when you will issue my reimbursement check. I will not be submitting any documentation. You must be able to find my records
Business Response
Date: 11/08/2024
Dear ******* Ciocarlie,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your refund.
Your check refund of $100 for invoice number ********** was issued on November 1, 2024.
Again, I apologize for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 11/09/2024
[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 after 1 year and 3 months and numerous outreaches to Quest, they finally issued a refund on November 1. I want to note that this issue was resolved only after I filed a complaint with the BBB.

Regards,

******* Ciocarlie
Initial Complaint
Date:10/25/2024
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.
I have a serious infection. My ** began CRP checked each week. Beginning 4 weeks ago, the lab at southern **************************** Center in ******************** nj **ew ****** Quest tested it for cardiac CRP although cardiac wasnt written on the *** Results came back rather fast. Next week the ** wrote the same rx and emphasized NOT CARDIAC The Phlebotomist said the test is not covered by ********. I signed a form agreeing self pay. A few days passed and and my account stated the sample was received. 7 days passed (An unreasonable time for someone who needs to know if they have to continue IV antibiotics or change the antibiotic) the lab made the same mistake -cardiac CRP results were posted. WHY????The doc is frustrated and angry. When did Quest become the incompetent lab? It is impossible to contact Quest customer **********************. One more try- Last friday- I brought the same rx to the lab. Not CARDIAC CRP. Written on script. The phlebotomist confirmed it Today- 7 days have passed. There is nothing showing up in my quest online account. It doesnt say sample received. there is just nothing there- I called the customer ********************** number, And once I got through all the prompts, it said the wait time was 10 to 20 minutes.This is reckless I want an explanation. I want the results.
Business Response
Date: 11/01/2024
Dear **** ********,
Thank you for contacting Quest Diagnostics. If you would kindly provide me with all of your dates of service, and the ordering physician name for further investigation.
Sincerely,
Stephanie
Initial Complaint
Date:10/24/2024
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 was overcharged for a routine blood test. I filed agrievance, but during that time Quest sent me to collections and hurt my credit. I received a "validation" from Quest that was the original bill with no explanations about my questions on the vague billing. I agreed to pay for the items that I understood, but was rejected. I want explanations for their bill or I will not pay it.
Business Response
Date: 10/25/2024
Dear ***** ****,
Thank you for contacting Quest Diagnostics. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Quest Diagnostics is billing for the testing ordered by Regional Medical Center at ******Please let me know any additional questions you may have.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 10/27/2024

Complaint: 22468456

I am rejecting this response because:

I want explanations of the charges on the bill. A routine blood test does NOT cost over $1000. This is my third attempt at getting these answers and have n only re ieved the same billing over and over with no explanations. I will gladly pay for the items I understand, which are labeled. There are nearly $600 in fees called "Labratory testing," that mean nothing to me. If you cannot provide information on these charges I will not pay them. By the way, your "unsurpassed" customer ********************** is easily surpassed.

Regards,

**** ****
Business Response
Date: 10/30/2024
Dear ***** ****,
Laboratory testing is generic terminology listed in order to not list sensitive testing on the bill. Patients should be verifying with their ordering physician on the testing that was ordered by them.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
Date:10/22/2024
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.
Quest Diagnostics is balance billing. I have only gotten completely covered blood work done through them. They demand Explanation of benefits to move forward. Problem is that these tests go back years and when I contact the insurance companies they need to know the exact plan. I no longer have access to some of these plans. They bill years later then hold you hostage for the amounts they bill. The reason they can do this is they are the only blood taking provider for *******************. You either pay or you can't get treatment done. They are fraudulently billing then holding medical care hostage for the amount.
Business Response
Date: 10/24/2024
Dear ***** *******,
Thank you for contacting Quest Diagnostics regarding your invoices. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

Below I have broken down the invoices and patient responsibility for your August ******* and January 20, 2023 dates of service. Your insurance provider processed each claim with its own co-insurance/deductible.

3886809103 - Billed amount $416.93. Patient responsibility $39.48
3886809115 - Billed amount $130.49. Patient responsibility $12.66
3886809120 - Billed amount $88.07. Patient responsibility $7.95
5620563082 Billed amount $371.21. Patient responsibility $32.43
********** - Billed amount $490.75. Patient responsibility $48.46

On October 17, 2024, you requested a copy of your invoices, these were emailed to you on October 18, 2024. Please let me know if these were not received.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
Date:10/20/2024
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.
Dear Quest Billing Team,I am writing regarding several bills for blood work ordered by my doctor on 9/27/2024. On 10/20/2024, I paid $60.41 and $58.53. However, I have received additional charges that I did not expect, nor did I consent to these amounts. These balances seem to be in excess of what I anticipated based on my in-network deductible and cost-sharing responsibilities.According to the No Surprises Act, patients are protected from being charged more than the standard in-network deductible and copayment for certain medical services when they are not provided with clear cost estimates beforehand. In this case, I was not informed of these additional charges, and I believe this constitutes surprise billing, which the law aims to prevent.The No Surprises Act ensures that consumers are only required to pay what their in-network deductible or coinsurance dictates for services they have consented to, and they should not be subject to higher or unexpected charges after receiving care. Since I did not receive a proper notice or consent for these excess charges, I respectfully request that the remaining balances for the services on 9/27/2024 be adjusted to zero, in compliance with these billing protections.Please review my account in light of these legal protections, and adjust the outstanding balances accordingly.Thank you for your prompt attention to this matter. I look forward to your response and resolution.Sincerely,******** ******** - DOB: *********
Business Response
Date: 10/24/2024
Dear ******** ********,
Thank you for contacting Quest Diagnostics regarding your September 27, 2024 date of service. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

For your September 27, 2024 date of service, Premium Healthcare sent Quest Diagnostics multiple different orders. Each claim was processed by *****************, and the balances are the co-insurance/deductible after United Healthcare processed the claims per line item. Below I have broken down each claim.

7834334685 - Billed amount $1,633.64. Patient responsibility $187.95
7834334673 - Billed amount $$1,301.43. Patient responsibility $76.05
********** - Billed amount $322.41. Patient responsibility $58.53
********** Billed amount $1,119.79. Patient responsibility $60.41
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
Date:10/17/2024
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 had bloodwork done on Saturday, October 12, 2024. Before taking the blood the tech advised me that I had an open balance. I told her that I thought I paid that balance in August and I would check with my bank when I got home. She persisted and asked me to pay. She assured me that if I found I had already paid, I could contact their billing department to get my payment refunded. Upon returning home, I confirmed that I had paid the balance in early August so I contacted the billing department through email, provided details and asked that my money be refunded and confirm. I got an automated email indicating that I would get a reply in 3-5 days. I have since sent two emails asking for status. I also tried to call and indicated billing issue through the voice activated prompts. Was put on hold and then disconnected. This happened three times. I would like assistance getting my money back. The amount is not huge ($83.92) but I shouldn't have to go through this to get refunded. Thank you in advance for your assistance.
Business Response
Date: 10/25/2024
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.
I located invoice number ********** for your June 24, 2024 date of service. The payment you made on October 12, 2024 in the amount of $83.92 has posted to the invoice. We are not showing your original credit card payment.
If you would kindly provide the proof of payment for your first payment of $83.92.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:10/16/2024
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 an appointment on Oct 9th 2024 at their *******, ************* location for blood draw to test cortisol hormone and ****. My docs had said to make sure the draw is done before 9am. My appointment was for 8:40am. By 8:50, the technician was in no hurry to service me. Upon complaining, she finally took me in at 8:55 and proceeded to argue with me when I asked her to please hurry and meet the 9am deadline. She kept insisting I didnt need to have the draw completed by 9am. I showed her a hard copy of the order in addition to my UCSF online order and asked if she was clear on the order. She said she was. My docs had ordered these tests purposefully while I was on a certain medication and it was important for me to have had the draw then. When the results came out, my docs noticed these two tests were not done and the technician had done the wrong tests. I am no longer on the medication and my docs are unable to determine whether my side effects were due to the medication or whether the medication was causing my cortisol hormone and **** levels to increase. This would have helped them determine a course of action for my condition, all because of the carelessness and arrogance of Quests lab technician. I placed my trust in that health service to my detriment. I had an appointment with the same location for a different set of blood work about a month prior to the above tests and that time, I was kept waiting for over an hour due to their WiFi being down. I finally left. The entire time I was there, the technician kept saying it will be fixed any minute. I was late to work and had to make alternate plans for my blood draw. Needless to say, I will not be going back to that location. I think they need to be investigated. This is not right, people who go there, like me, are generally sick and deserve better treatment.
Business Response
Date: 11/04/2024
Dear ****** Imam,
Thank you for contact Quest Diagnostics regarding your visit. If you would kindly provide me with the exact address of the location visit for further investigation.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
Date:10/15/2024
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 or about July 5, 2024 a sample was taken and provided to Quest diagnostics. They didn't perform the tests and notified the Doctor on the order. Then, Quest diagnostics billed the insurance carrier for work that hadn't been performed. The insurance company paid and sent an Explanation of Benefits to the patient for approximately 27 dollars and some change. Quest billed the patient for over 88 dollars. When contacted, a follow up from quest was never made. Another contact got through to the supervisor who advised calling the Doctor instead of caring for the matter.
Business Response
Date: 10/17/2024
Dear ********* ****,
Thank you for contacting Quest
Diagnostics regarding your July 5, 2024, visit. I apologize for any
inconvenience and frustrations you may have experienced. Our goal is to
differentiate ourselves with unsurpassed customer service and unparalleled
laboratory testing.
Please know the
testing that was completed and resulted was delivered successfully to the
ordering physician. Quest Diagnostics did not bill your insurance for the test
that was not able to be performed. The $27.69 that is being billed to you is
for the coinsurance/deductible of the testing was that resulted.

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

Sincerely,
Stephanie
Sr. Quest
Experience Support Liaison

Customer Answer
Date: 10/21/2024

Complaint: ********

I am rejecting this response because:
Quest diagnostic says in their response that my portion is $27 and some change but they keep billing me for $88 and some change so clearly the person that responded never even looked at my complaint. Secondly, Quest Diagnostics contacted my doctor and informed her that the testing of the sample wasn't completed. My Dr's office then contacted me. So, this person never even looked into my complaint before they responded.

Regards,

********* ****
Business Response
Date: 10/24/2024
Dear ********* ****,

I did thoroughly review your complaint, Quest Diagnostics is billing you $27.69, no longer $88.32. A new invoice was billed to you on October 16, 2024 for the amount of $27.69

As previously stated, there was some testing that was not able to be performed, that testing was not billed to your insurance. The invoice you are receiving is for the testing that Quest Diagnostics was able to perform.

Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Initial Complaint
Date:10/15/2024
Type:Customer Service 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.
10/08/2024 lab results are showing the exact levels as the prior test, 07/31/2024...out to two decimal places, which is not possible. This is a hormone level, so it's like saying I have the exact same number of hairs on my head as I did a couple months ago. It's absurd. There is clearly an error but when I contact Quest customer ********************** via email, a method I chose specifically because I am hearing impaired, I am referred to the same level of customer ********************** but for the phone.When I complained about that, I was ignored from that point on.Any other company would try to address a problem with their product, especially one so clearly obvious, but I have found that Quest has a history of simply refusing to reply to pretty much anything. Since the labs in question are a basic indicator of a possible recurrence of cancer, I find this instance to be particularly offensive to everyone involved.
Business Response
Date: 10/18/2024
Dear **** *****,

Thank you so much for providing me with this information. Please allow me additional time to further investigate the possible delay in your September 25, 2024 results.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 10/18/2024

Complaint: 22424108

I am rejecting this response because:
It does not address the actual issue, which has nothing to do with a delay but with the duplicate results. The numbers are exactly the same on 10/08 as they were on 7/31, which would be virtually impossible even if my medicine dose hadn't been increased. In over 20 yrs of having this test done, the results have never before been exactly the same over the span of 20 yrs, much less twice in a row, even when my dose was the same.

Regards,

**** ********
Business Response
Date: 10/18/2024
Dear **** ********,
Please accept my apologies for the incorrect response sent to you for your Better Business Bureau concern. Please know that your concern is currently under investigation, and I will follow up with you as soon as I receive more information.
Sincerely,
Stephanie
Customer Answer
Date: 10/22/2024

Complaint: 22424108

I am rejecting this response because: it has not had a reply from the business

Regards,

**** ********
Business Response
Date: 10/24/2024
Dear **** ********,
If you would kindly provide me with the copies of your prior email correspondence with our customer ********************** department for investigation purposes.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison

Customer Answer
Date: 10/30/2024

Complaint: 22424108

I am rejecting this response because: I hope you aren't serious. Your email department does nothing but provide a referral to the customer ********************** phone number, I don't know how you aren't aware of that. All I need you to do is look at the test results from the two different days to see that they are exactly the same, which is as unlikely as finding someone with the same dna as myself. Alternatively, you can see that it took no time at all, something like a day, to get the "results", which is out of character for the normal time frame of a week to 10 days. Someone just filled in the data from the previous test. I don't know how to explain it any better. I can't even believe that there's no way to address this directly with Quest, either. I mean, this is ridiculous.

Regards,

**** ********
Business Response
Date: 10/30/2024
Dear **** ********,
I consulted with our Medical Director to review your results concerns for your July 31, 2024 and October 8, 2024 dates of service.
Please be assured that our Medical Director advised that there is not a discrepancy with your results after reviewing further. It is just chance that the two tests results for the test in question look the same. Both results round to the exact same number.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
Date:10/14/2024
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 got bloodwork done but my insurance did not cover it completely so I set up automatic payments to pay the rest of it off. The out of pocket total was about $270/$240 I paid $70 to set automatic up. I was done paying as of August, however have been charged for September and October. I have tried calling them multiple times and clicking on the billing line but keep getting our office is not available at the moment during their operating hours. I have emailed them as well. I cant find my original receipt but am waiting for one to come in the mail to provide more evidence for my claim. When I last spoke to them in August they told me I was done paying my balance. I have the confirmation number which I will provide below. I am interested in having this business investigated to see how many other people they are scamming. If I have to seek legal assistance to put an end to this and to seek my refund I will. This is a waste of my time chasing them around for money however it is also a waste of money to be over paying them. I have a busy like as a government employee and find this very unjust. The charges are also affecting my credit score when I am trying to raise it for a house which is another reason for my desire to sue the company for malpractice and fraud. I would like for someone from their company to reach out to me and confirm that the automatic payments will stop and that I receive a refund for $140. If I owe penies then they should be calling me to pay just the penies and not for the $70 a month automatic payments.
Business Response
Date: 10/16/2024
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.
If you would please provide me with the invoice number and the patient date of birth for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison

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