Business Profile

Medical Lab and Testing

Quest Diagnostics

This business is NOT BBB Accredited.

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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

1,422 total complaints in the last 3 years.
386 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:05/27/2025
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.
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:
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 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,

****** *****
Initial Complaint
Date:05/22/2025
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.
I made a payment that was never reflected on my account. I have since accrued additional charges,however, I am not going to continue to make payments if they aren’t being reconciled correctly. I have been trying to contact them since January with no replies.
Business Response
Date: 05/27/2025
Dear ****** *****

Thank you for contacting
Quest Diagnostics. I apologize for any inconvenience or
frustration you may have experienced regarding making payment to your invoice.
I do see that you provided an
attachment of the monies coming out of your account on January 13, 2025. If you
would please provide me with the front and back copy of the check from your bank
for me to further locate your payment.
I appreciate the opportunity to
respond.
Sincerely,
Stephanie
Customer Answer
Date: 06/11/2025

Complaint: ********

I am rejecting this response because:

Nothing resolved

Regards,

****** ****
Business Response
Date: 06/17/2025
Given that Quest has
repeatedly asked for additional information to help resolve this, it seems
we're at a standstill. Unfortunately, without this information, we won't be
able to move forward with the complaint.
Initial Complaint
Date:05/22/2025
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.
On Wednesday May 21st 2025 I waited 22 minutes past my 9:30 a.m appointment time before I was called in for my weekly blood draw at the Quest Diagnostics **************** location. On the TV screen it showed there were either only 1 or no people currently being served. There were 8 people on standby. At a previous appointment I was told that there are now only 1 or 2 pheblotomists working at this site at any time. This situation is unacceptable and appalling. It has been allowed to continue for several weeks. Because I have both Medi-*** and ******** Partnership Healthplan told me I must go to ********************** for almost all of my outpatient lab work unless I am willing to pay for the lab work myself.
Business Response
Date: 06/04/2025
Dear ****** ****,
Thank you for contacting Quest Diagnostics regarding your May 21st visit, I am sorry to hear about your wait.
If you would kindly provide me with the exact address of the Patient Service Center visited so that I can have this further investigated for you.
Sincerely,
Stephanie
Customer Answer
Date: 06/04/2025

Complaint: 23363403

I am rejecting this response because:

Quest asked me for the address of the location I was referring to.
*******************************************
***************

Regards,

****** ****
Business Response
Date: 06/10/2025
Dear ****** ****,

Thank you for providing me with the location of your visit.
Please be assured that we take contacts very seriously. It is the policy of Quest Diagnostics to thoroughly investigate each complaint and to implement any appropriate corrective action when an area is identified as needing improvement or an employee in need of counsel, coaching, re-education, or re-training.
Sincerely,
*********
Initial Complaint
Date:05/21/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bill #: ********** Bill #: ********** I did routine bloodwork at Quest on 2/3/25. I provided my dual coverage info at the lab and did not hear anything from them until I got notified by my credit card company about 2 pending charges ($26.53 and $148.09) from them out of blue on 5/20/25. I contacted them immediately and I was told that my secondary insurance denied responsibility so I had to pay for the charges. First off, I was not made aware the fact my secondary denied the charges, so even though Quest would reopen the claim with them, they wouldn't remove the charges for the time being. It would've been nice if they sent an invoice stating the decision before charging me. Secondly, I was told by the representative that it was a "courtesy" that they billed to secondary insurance. I disagreed with that statement. My stance is that for as long as the claim is pending, I shouldn't' be charged for anything in the meantime. They refused. In the past 7 years, I've always had the same dual coverage and done the same type of bloodwork for my annual OG checkup, and I've always paid less than $20. I contacted my secondary. They said "Quest failed to indicate the medical necessity and only sent in the claim itself". Quest denied responsibility for making errors on their claim and went ahead and charged me anyway. I do not think it is fair practice to be liable for the charges that ultimately were not my fault to begin with. I am willing to pay if it is. I question Quest's practice to charge patients fairly with dual coverage. It appears to me that since they often make mistakes on their claims to insurance companies and make patients pay for their mistakes. Lastly, it is not a courtesy that they bill to my secondary. It's their responsibility to bill to the right insurance and do it correctly. It's why they have this kind of jobs. Also, I am responsible for bloodwork costing $174.62? Note that this is after primary has paid. Isn't it a lot for what the services are for??
Business Response
Date: 06/05/2025
Dear ******* ********,

Thank you for contacting Quest Diagnostics regarding your February 3, 2025, date of service. I am sorry for any frustration this may have caused.

Please know that a claim is being resubmitted to your secondary insurance along with the primary explanation of benefits for reprocessing.Please allow 4-6 weeks for your secondary insurance to receive the claim to reprocess and provide Quest Diagnostics a response.

With the request to reprocess the claim, a refund of $148.09 and $26.53 has been processed. If you would please allow 1-2 days for you to see this reflect on your original form of payment.

I appreciate the opportunity to respond.

Sincerely,
*********
Customer Answer
Date: 06/06/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ********
Initial Complaint
Date:05/21/2025
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 went to my local Quest Diagnostics for blood work in January 2025. Since that time, Quest has repeatedly submitted the claim to the same incorrect insurance carrier.I have submitted the correct insurance information via their website on two separate occasions, for which I have confirmation numbers. They have also been contacted via phone no less than five times regarding this issue. These submissions and contacts took place from March through May of this year.Despite this, each time they end up submitting using the same incorrect insurance information, regardless of the correct information they have repeatedly been *********** a result, Quest has incorrectly issued the same bill FOUR times now (for which I have documentation with bill numbers), with the earliest bill dated February, and the latest dated ****** each case, the total bill is over $1,000 and states that the payment was denied by the same incorrect insurance provider. My actual primary insurance carrier has yet to see this bill in their system, which I have confirmed by frequently checking my carrier's website and in phone calls.There is no excuse for these repeated incidents. Quest Diagnostics should forward this claim using the information they have been repeatedly provided so that the claim can be promptly paid by my insurance carrier.
Business Response
Date: 06/04/2025
Dear ***** ******,
Thank you for contacting Quest Diagnostics regarding your ******* date of service.
Please know that the claim needs to be submitted and filed with the state that the ordering physician is registered in. In this case the ordering physician is registered to *********
Your insurance contacted us to submit the claim to ********************. Because of where the physician is registered our system will not allow us to bill to another state the ordering physician is not registered to. However, I have submitted a manual claim to **** of Pennsylvania per the insurance request.
If you would kindly allow time for the insurance to receive the claim and process.
Sincerely,
Stephanie

Customer Answer
Date: 06/09/2025

Complaint: 23359082

I am rejecting this response because:

This response is not acceptable. It does not address the fact that it has taken numerous attempts over several months by myself, my insurance provider, and my employers patient advocate service provider for Quest Diagnostics to even begin to take action to rectify this situation properly. There is a significant problem with Quest's billing procedures as stated in their latest response to my complaint. There is no incentive whatsoever for Quest to fix a system that allowed them to repeatedly ignore the fact that I have insurance and attempt to charge me for the full amount, which is over $1,000.

If I were an elderly individual with challenges tracking my bills, I could have ended up paying this incorrect bill out of confusion or desperation, because for months Quest would not fix the issue properly and instead kept sending me incorrect invoices and notifications, despite repeated attempts by multiple individuals and advocates to have the claim forwarded to the proper insurance.

Quest needs to address the serious and underlying issue that its billing system is unreliable. The fact that five separate billing numbers were issued to the same incorrect insurance provider despite repeated requests for correction cannot be ignored. Quest billing appears to be a systemic organizational problem as reflected in the number of related complaints on the BBB site.

Regards,

***** ******
Initial Complaint
Date:05/21/2025
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.
On May 21, 2025, at approximately 8:48 AM, my husband dropped off my 24-hour urine specimen on my behalf, as I am currently pregnant and wanted to minimize any unnecessary stress. As a registered nurse, I understand the proper procedures and had been advised to return the specimen as close to the end time as possible.Upon arrival, my husband encountered a staff member who, unfortunately, displayed a very unprofessional and discourteous attitude. He attempted to explain that he was dropping off the specimen for me and had the necessary documentation, including my name and date of birth, readily available. Despite this, he was asked to sign in and wait, only to be told shortly afterward that all that was needed was the information already provided on the ************ husband is an extremely patient individual and rarely expresses frustration, but he left the facility visibly upset due to how he was treated. While we understand that everyone can have difficult days, the level of hostility and lack of professionalism displayed by this staff member was completely unacceptable and left a lasting negative impression.Regrettably, he was unable to obtain her name, but she was wearing a white lab coat and was the individual who accepted the specimen at that time. I trust that with this information, you will be able to identify the staff member *********** a long-time customer and healthcare professional, I find it deeply concerning that this type of behavior is becoming a pattern at this location. I am respectfully requesting that this incident be reviewed and addressed accordingly. I would also appreciate a follow-up regarding the outcome, as I believe accountability and customer ********************** should be a top priority.Thank you for your time and attention to this matter.Sincerely,Barbrielle HarperDOB: 09/23/1995
Business Response
Date: 06/04/2025
Dear ********** ******,
Thank you for contacting Quest Diagnostics regarding your experience at one of our Patient Service Centers.
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.
If you would kindly provide me with the exact address of the Quest Diagnostics Patient Service Center you visited.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Customer Answer
Date: 06/04/2025

Complaint: 23358788

I am rejecting this response because:

I wanted to respond back to you so I had to reject the case.
My husband dropped off my specimen at the *************************************************************************************

I would also like to add that my ********* called on 6/3/2025 (yesterday). She never processed my urine, and client services said they had no record of it being dropped off. My husband signed in using his name, ****** ******, and then when she called him back, she said she used a number, but he cant remember the number. The client services person talking to the employee from my OBs office implied I lied about dropping off my test.

This test was a 24-hour urine test to ensure I am not having or developing pre-eclampsia, which I had with my first pregnancy. If she indeed threw my specimen away, I am going to pursue legal action against her and Quest. I am so upset and now have to redo this 24-hour urine test. I would like an answer ASAP. I appreciate your time.
Best Regards,

********** ******
Customer Answer
Date: 06/10/2025

Complaint: 23358788

I am rejecting this response because:

Hi *********,
The exact location of the Quest I visited was ****************************************************************************

Regards,

********** ******
Business Response
Date: 06/11/2025
Dear ********** ******,
Thank you for providing me with the location address. Please know your concerns have been sent to the Senior Managment Team for investigation.
Sincerely,
Stephanie
Initial Complaint
Date:05/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a repeat customer at **********************. I have used them several times in the past and was very pleased with the service. Whenever I used them in the past, they ran my insurance and told me at the time of service how much I owed. I had blood drawn on September 19th 2024, for several tests. Some of these tests were follow-ups from the covid infection that damaged the nervous system in my heart. One of these follow-up tests was for my ********* level, which was discovered to be dangerously low, and my doctor wants to keep ensuring that it does not get low again. On this day, I was not aware that my insurance company did not permit more than two tests within a 12-month calendar.. I knew they allowed 2 tests a year. But in this case, I would not be eligible for a new test for another 3 weeks. However I was not informed of this by quest diagnostics when they drew my blood and submitted the tests. This is very different from how they checked my insurance in the past. If I had known it was rejected, I would have rescheduled it for 3 weeks later,. They went ahead with the test and then instead of it costing me $7 out of pocket, they charged me more than $250 for the test because it was rejected by *****I called twice to try to get them to adjust the payment because in my view, they neglected to to run the insurance check as they had done before. It's $200 to their benefit to not check insurance and to charge me $250 because otherwise the insurance would have paid them $45 and I would have paid them $7. As a customer, I am outraged at their indifference to the economy of expecting a test to cost $7 and end up costing more than $250.. I paid $50 towards the test because that's what they would have received if they had told me up front about the rejection and I had waited 3 more weeks to be tested. I'm very upset with this self-serving business practice and I want to report it now that I have received a collection letter for $222.64
Business Response
Date: 06/04/2025
Dear ***** *******,
Thank you for contacting Quest Diagnostics regarding your September 19, 2024 date of service.
Please know Quest Diagnostics does not process patient claims, therefore we are not able to determine if the testing will be covered at the time of service.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.
Patients can obtain a paper copy of the testing being ordered by your physician prior to services and can contact their insurance carrier prior to services to be advised whether the testing being ordered will be covered by their insurance plan.
Sincerely,
Stephanie
Customer Answer
Date: 06/04/2025

Complaint: 23355905

I am rejecting this response because:
This is not the business model that I received from the Quest Diagnostics storefront in the ********************. My insurance was run and I paid at the time of service. That practice changed when the store front closed and I had to go to the lab at ******************. It changed without my knowledge. Please explain when it changed.
I have never had to contact my insurance for approval beforehand with any testing in all my 43 years. I'm not sure I would know how to do that. The provider always has done that for me as their customer.
If you insist on refusing to accommodate me, I will ensure that I warn my friends and family that you will price ***** them and not think about anything other than your bottom line.

Regards,

***** *******
Business Response
Date: 06/10/2025
Dear ***** *******,

At the time of service, the phlebotomist can produce an estimated patient responsibility. Quest Diagnostics does not process claims and is not able to provide the exact amount that the patient would be responsible for prior to services.

The insurance denied the testing as patient responsibility. Quest Diagnostics cannot adjust the invoice unless the insurance deems the test not patient responsibility.

Sincerely,
*********
Initial Complaint
Date:05/20/2025
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.
May ****** I visited the Center in ****************** to have lab work done. I was told by the phlebotomist that my lipid profile would not be covered by ******** based on the timing of the last test. I was informed that I would be responsible for the $169 charge for this test. With that information, of course I declined the test until a later date. When I received my results, there was a note to the doctor that Pt refused test but encouraged to do so. This company has charged me in the past for a test when they were not properly coded by the doctor and this is no different. To lie to the doctor stating they encouraged me to have the test is the worst business practice ever.
Business Response
Date: 06/04/2025
Dear ******* ******,
Thank you for contacting Quest Diagnostics regarding your May date of service.
Please know that by law Quest Diagnostics is required to inform the ordering physician if their patient declined a test.That is the verbiage Quest Diagnostics uses. At the time of service, if a patient declines a test, they are encouraged to come back to have it performed at their convenience.
I appreciate the opportunity to respond.

Sincerely,
*********

Customer Answer
Date: 06/04/2025

Complaint: 23353149

I am rejecting this response because: The company should also include in their verbiage to the physician that the test was declined due to possible non coverage of the cost of the test. Their verbiage paints the patient in a negative light to the physician.

Regards,

******* ******
Initial Complaint
Date:05/16/2025
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 has been sending me bills in the amount of $10.10 since November 2024. I have made 7 attempts to reach them & get the issue resolve. Each time I call, I am left on hold for 20 to 25 minutes & each time a Quest representative tells me they will take care of it, which they don't. I do not owe the $10.10 & expect Quest to remove this charge. Thank you for your help.
Business Response
Date: 05/22/2025
Dear **** *****,
Thank you for contacting Quest Diagnostics regarding your August 8, 2024 date of service.
Please know ******* from your insurance stated they are having the doctors office review the bill as it should have been preventative.The invoice has been placed on hold to allow time.
I appreciate the opportunity to respond.
Sincerely,
*********

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Quest Diagnostics is NOT a BBB Accredited Business.