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Business Profile

Medical Lab and Testing

Quest Diagnostics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Lab and Testing.

Complaints

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

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Quest Diagnostics has 267 locations, listed below.

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    Customer Complaints Summary

    • 1,424 total complaints in the last 3 years.
    • 387 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/13/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 has been sending me a bill for over $400 for a year now despite it having been paid by my insurance. I had insurance contact quest on multiple occasions and was assured each time it was rectified, however that hasn't been the case. Now they've sent me to collections over this bill that I don't even owe. I'm honestly disgusted with quest's blatant attempt to double dip by having me pay as well.

      Business Response

      Date: 06/16/2025

      Dear Jamie Lagasse,

      Thank you for contacting Quest Diagnostics regarding the invoice you are receiving.

      If you would please provide me with the invoice number.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:06/11/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Fraudulent Billing without my approval. I never hired Quest Diagnostics Lab for my Blood test. Quest has repeatedly sent me two fraudulent billing and or double dipping and or extortion billion via mail. I never hired Quest Diagnostics and I don't owe money to Quest Diagnostics. I want an apology and a letter stating that I don't owe any money to Quest Diagnostics. Period. Quest Diagnostics is clearly engaged in fraudulent Billing and invoice

      Business Response

      Date: 06/18/2025

      Dear Saieed Kabir,

      Thank you for contacting Quest Diagnostics regarding the invoice
      you have received.

      If you would please disregard the invoice you have received as
      the ordering physician’s office has contacted Quest Diagnostics to make
      corrections.

      Sincerely,
      Stephanie 

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 requesting for someone higher up from quest. Not someone from the *****, not someone local as I have talked to someone local and just tells me that my issue has been escalated and that's pretty much it. I was incorrectly tested for positive HVI, with discrepancies in the lab work to include incorrect name. I was about to be put on HVI medication due to quests negligence. Thats to mention half of the issue. Please contact me at ********** ASAP

      Business Response

      Date: 06/13/2025

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

      Thank you for contacting Quest Diagnostics through the Better business Bureau.

      If you would kindly provide me with a detailed summary of your concerns.

      Sincerely,

      Stephanie 


    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Both my former primary insurance and former secondary insurance seem to have sent Quest the adjusted amounts for my two open claims with Quest. But on the website, it shows that my insurance is still pending. I have requested an explanation of benefits from both my former primary insurances. I am filing a complaint simply for good measure because if Quest hasn't received payment from my secondary and does not have record that my secondary insurance paid Quest on March 25, 2025 (as shown in my EOB), I will maybe lose the ability get my secondary to pay what is owed to Quest. That is, because the secondary may only allow claims to be filed and paid for within six months after the date of service, which would be on July 2, 2025. My two bills from Quest were on 1/2/25. One bill for $419.46 and the other for $52.05. My former primary insurance, original ********, pays up to a year after service but my secondary only does for up to six months after service. I've had to call Quest numerous times about this issue and it is a time-sensitive matter due to the aforementioned timeline for my secondary insurance as mentioned above.

      Business Response

      Date: 06/12/2025

      Dear ***** *****,

      Thank you for contacting Quest Diagnostics regarding your invoices.

      Please know that there are no open invoices with a patient responsibility for you. All invoices are being shown to have been paid by your primary insurance. 

      If there is a specific invoice number or date of service you would like for me to review, please provide.

      I appreciate the opportunity to respond.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Ive been trying to get some test done for my child, that his psychiatrist ordered, for a week. I hope that his doctor can send the test to another company because apparently your company does want to get paid to do analysis. No one is ever at the check-in; and no one ever comes to the counter for walk-ins. So, on ****** I made an appointment for my child at *********************************************** at 3pm, a 40 minute drive from my house. No one told me that it was in a hospital with no address on the building. When I got there, I tried to call; but, no one answers your phone. So, we had to just check suite 200 at all of the physician buildings. Needless to say we were late. But, there wasnt anyone waiting so I signed him in as a walk-in. 30 minutes later when no one ever came to get him a person with an appointment at 4pm came in. Because we had to leave they offered to let us go in their spot (4pm). At 4:15 pm no one had even came for them. We had to leave. So, I made another appointment 3:40 on ******, at *******************************************, 35 minutes from our home. Another hospital. At least this one had the address on the building. No one came to open the door. Im going to ask my doctor to send the analysis to another company. Because, apparently Quest doesnt want patients, or are you just trying to collect that $79 monbile fee? And, I refuse to waste anymore time and gas chasing Quest. Your website doesn't load and you never answer the phones.

      Business Response

      Date: 06/12/2025

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

      Thank you for contacting Quest Diagnostics regarding your June 3rd and June 6th experience. I am very sorry for the frustration and inconvenience this may have caused.

       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.

      Your concerns have been received by the ***************** area team for further investigation from your visit.

      I appreciate the opportunity to respond.

      Sincerely,
      *********

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      6/6/2025 I scheduled an appointment online per the directions on the Quest website. I took time off work to attend my appointment at the Quest location at ******************************************** *******, ** for 2:40 PM. When I arrived, I completed my information on the kiosk in the front of the clinic. The nurse took me to a room in the back and asked me if I had an order. I advised her that I did not have an order, that I booked the appointment online on their website. I did not see anything on the website about an order. I think this practice of misleading the public about not taking individuals by appointment is criminal.

      Business Response

      Date: 06/12/2025

      Dear ***** *****,

      Thank you for contacting Quest Diagnostics.

      Would you kindly let me know how I may investigate your concerns.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:06/06/2025

      Type:Billing Issues
      Status:
      Answered
      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 to file a formal complaint against Quest Diagnostics for unauthorized & unclear billing practices. In December 2024, I had bloodwork done at a Quest location. I paid in person at the time of service, and I was explicitly told that this was the copay, that the charge had already been run through my insurance, and that I would NOT owe more. I was never told to expect additional charges. If, for any reason, I do owe more, I should have received an itemized bill and an explanation. That never happened. I was told I was paid in full at the time of service by the people at the LAB.Instead, months later, Quest has begun charging my credit card without my consent for bills I have not seen, never agreed to, and was never notified about. These charges appear out of nowhere and are not tied to anything received by mail. I also have not received any bills for lab work I had done after December, which makes me concerned that Quest may continue to charge my credit card arbitrarilywithout transparency, consent, or ************** no point did I authorize Quest Diagnostics to store and use my card for future or additional charges. I did not agree to pay anything beyond what I paid at the time of service, and certainly not without being informed or given the chance to review charges.This is unacceptable and potentially unlawful. Medical billing should be transparent and respectful of patient consent.I am requesting that:1. Quest Diagnostics immediately cease all further charges to my credit card.2. A full explanation and itemized receipt be provided for any charges billed after December.3. A formal review of their billing practices be conducted to prevent further unauthorized charges.I expect this issue to be resolved immediately. If not, I am prepared to dispute these charges with my credit card provider and file a complaint with my state Attorney General. Patients deserve clarity, consent, and control over their medical billingnot surprise charges.

      Business Response

      Date: 06/12/2025

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

      Thank you for contacting Quest Diagnostics regarding your December 13, 2024 date of service. I am sorry for any frustration this may have caused.

      At the time of service, for your December 13, 2024 visit,there was a pre-authorization for the visit with 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, nor is your card kept on file. Your card is only used for the date of service for which it is provided.

      Quest Diagnostics does not process patient claims, therefore we are not able to determine if the testing will be covered prior to services.

      Following the processing of your claim with your insurance provider, one of your tests were denied stating Invalid diagnosis/services not covered per diagnosis. Along with the denied test, your insurance left a co-insurance/deductible of $54.75 as patient responsibility. Quest Diagnostics has contacted the physicians office to confirm records but have not received a response as of June 12, 2025. An itemized copy of your invoice was emailed to you on June 10, 2025, please let me know if you would like for me to mail or email you another copy. 

      I appreciate the opportunity to respond.

      Sincerely,
      Stephanie 

      Customer Answer

      Date: 06/13/2025


      Complaint: 23433708

      I am rejecting this response because:

      Dear *********,
      Thank you for your response. However, I need to clarify a few things.
      First, your message states that my card would not be charged unless a balance remained after insuranceand that I would not be charged automatically. This is incorrect. I was charged without any prior notice, and I had to contact my bank directly to dispute it. That is not acceptable, especially when no bill was ever sent to me beforehand.
      Now, Im suddenly being told I owe over $168 for a visit that happened more than six months ago? I had zero communication about this until now. If Quest Diagnostics is going to send out bills this delayed, then they should absolutely be sent to me firstbefore any charges are attempted on my card or any payment is expected.
      Additionally, if there are going to be more charges from past services, I will need them properly itemized and sent directly to me in advance, not silently deducted. And given the amount being referenced, I will need to set up a monthly payment plan. Please send me information on how to do that, including what the options are and where to formally request it.
      Finally, if this denial was due to an insurance or diagnosis code issue, it is your responsibility to follow up with my doctor. I do not authorize charges for tests that may have been coded incorrectly, and I should not be held financially responsible for an error that wasnt mine.
      Id appreciate a prompt resolution, along with confirmation that any future charges will be properly communicated before any attempts to collect payment.

      Regards,

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

      Business Response

      Date: 06/16/2025

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

      At the time of service, it is an estimate. The card is not charged at the moment it is provided at the patient service center during your visit. The payment is placed on a hold to allow time for the insurance to respond to Quest Diagnostics claim. At the time of service, if you dont want your card used for the date of service, you do not have to provide a card.

      The reason why you are just now seeing an invoice from Quest Diagnostics is because Quest Diagnostics does not send out invoices until the insurance processes the claim. The date of service was December 13, 2024 and Quest Diagnostics received a response from your insurance on June 5, 2025. At the time of service when a patient provides their card, they are giving Quest Diagnostics the authorization to process the payment following the insurance response. If you do not want to participate in our Easy Pay program, at the time of service you do not have to provide your credit card.

      To set up a payment plan,you will need to contact Quest Diagnostics billing department at ************.They will be able to provide you with the options for making payment to the invoice.

      Your doctors office was contacted on March 25, 2025 to verify patient records regarding the denial of the testing. Quest Diagnostics did not receive any information back from the ordering providers office. Quest Diagnostics does not diagnosis patients nor questions the doctors orders. If you feel as though your testing was coded incorrectly, please speak with the ordering physician of the testing.

      Quest Diagnostics sends an invoice to a patient following the response from the patients insurance. If you would like to know what you will be billed prior to services, please contact your insurance regarding what your insurance policy covers. 

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:05/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 provided Quest Diagnostics with my supplemental insurance no less than three times for blood work from last year. I have sent them a copy of the card also yet they continue to get the information wrong and have never filed with the correct insurance. They continue to bill me for something that is covered by my supplemental insurance. I no longer feel I can communicate with them effectively to get the issue resolved.

      Business Response

      Date: 06/10/2025

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

      Thank you for contacting Quest Diagnostics regarding your invoices.

      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.

      For your November 15, 2024 and April 14, 2025 dates of service a secondary claim was first billed manually along with the primary explanation of benefits. Quest Diagnostics did not receive a response, we then processed an electronic secondary claim along with the primary explanation of benefits. There has been no response from the secondary insurance.

      Sincerely,
      Stephanie 


      Customer Answer

      Date: 06/12/2025


      Complaint: 23386755

      I am rejecting this response because:

      As I previously stated, I have provided the correct secondary insurance multiple times. Do not contact me again!

      Regards,

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

      Business Response

      Date: 06/16/2025

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

      For future dates of service with Quest Diagnostics, should there be a balance remaining, an invoice will be billed to the patient. If the patient has a secondary insurance, they will need to contact the billing department to provide the information each time.

      Sincerely,
      Stephanie 

    • Initial Complaint

      Date:05/27/2025

      Type:Billing Issues
      Status:
      Answered
      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 did bloodwork. My insurance covers it. Its been verified numerous times. Yet they keep billing me! I keep calling and calling and they say its all sorted then I get a $500 bill! My insurance covers it.

      Business Response

      Date: 06/04/2025

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

      Thank you for contacting Quest Diagnostics regarding the invoice you are receiving.

      Please know invoice number ********** for your September ******* date of service was processed by your insurance. Quest Diagnostics received a response from your insurance on September 30, 2024 stating there is a patient responsibility $626.56 due to non-covered serviced based off your policy.

      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. I have placed your invoice on hold to allow time for you to speak with your insurance. 

      I appreciate the opportunity to respond.

      Sincerely,
      Stephanie 

      Customer Answer

      Date: 06/04/2025


      Complaint: 23384865

      I am rejecting this response because:



      Regards,

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

    • Initial Complaint

      Date:05/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 4/30/25 I was leaving ******************. I was making a left turn on to ************ heading toward *********. the light turned green and the car that was in front of me proceeded to turn. On the opposite side of the street there was a Quest Diagnostic vehicle driven by a female, she proceeded to continue coming from the parking lot that she was in to make a right onto ************. From her side of traffic should would not have had the right of way, she would have had to proceed with caution allowing the traffic on the other side to continue. She did not do this and we both were in motion to turn, I turned into the enter lane, while she turned into the outer lane. I off course having the right away was not expecting her to turn. Once I complete the turn I look over and she gives me the middle finger! But that was not where it ended, she used several profanities after rolling down her window and continuing to hold the middle finger. At this point I gave her the middle finger and continued on driving. I was a little taken back that she would act this way in a company car so I laughed a little and kept going. Well, she must not have liked that I was unbother by her anger and she continued to ride along side me cursing and staring me down. At which point I then felt threatened by her completely unhinged behavior. She followed me all the way to the next light, her light at this point was green and mine was red. She literally stopped and motioned for me to get out the car because I assume at this point she was ready to fight! Her behavior was completely and totally irrate at this point. It was at this point that I wrote down her vehicle no# because i totally felt threatened by the driver and didn't know what she wa capable of. She eventually drove off after several cars blew their horn at her! I have reached out to Quest Diagnostic 3x to file a complaint, asking for a member of management to return my call but there has been no f/u. Vehicle no# *****

      Business Response

      Date: 06/02/2025

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

      Thank you for contacting Quest Diagnostics regarding your experience with one of our drivers. Please be assured that we take these matters seriously.

      Following the investigation, you were contacted by our Logistics Supervisor of the area. If you consider this matter closed, you may close this case with the Better Business Bureau.

      Thank you again for contacting us.

      Sincerely,
      Stephanie 

      Customer Answer

      Date: 06/03/2025

      [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,

      ****** *****

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