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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

    • 1,419 total complaints in the last 3 years.
    • 385 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:05/15/2025

      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 continue to receive bills from Quest despite requesting that they bill my secondary insurance. I am covered under Indiana State ********.Quest has been provided secondary insurance information during the blood draw, subsequent to the blood draw, and by way of BBB complaints. The secondary insurance info has not changed, and continues to be Anthem IN ******** with Member ID **************** most recent attempt to bill is under lab code, WDL, billing ID, **********, for date of service 1/24/2025. If there are other bills under my account, my secondary insurance should be billed for those, too.

      Business Response

      Date: 05/22/2025

      Dear ****** ***,

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

      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.

      Please disregard the invoice you have received as the claim is now being billed to your secondary insurance.

      You may contact the billing department at ************ for future invoices to process your claim to the secondary insurance.

      I appreciate the opportunity to respond to your concerns.

      Sincerely,
      *********

    • Initial Complaint

      Date:05/15/2025

      Type:Product 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.
      A bill was paid 3/10/2025 in the amount of $181.40. An incorrect bill number was sent through Bill **** I received a late notice around the 21st and contacted the bank. They misinformed me that they would stop payment, so I sent a second payment with correct bill number. It was received and credited, but the first check with incorrect bill number was cashed by quest, but never credited or refunded. Bill pay company sent documentation twice with no cooperation from quest.

      Business Response

      Date: 05/16/2025

      Dear ****** *********,

      Thank you for contacting Quest Diagnostics regarding your payment. 

      If you would please provide me with the invoice number, if you do not have the invoice number, please provide the date of service or patient date of birth.

      Thank you,

      Stephanie 

    • Initial Complaint

      Date:05/15/2025

      Type:Product 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.
      Bill ********** - I set up a 12 month payment plan with Quest, with the first auto draft payment due on 3-18-25. On 3-17-25, I paid the bill IN FULL and was advised by the customer ********************** representative that my auto draft payments were canceled. On 3-18-25, my auto draft payment processed. The total for the bill was $115.26, and I have now paid a $9.61 overage. I have contacted the business and was advised to allow a 30 day refund from April 14, 2025, and still do not have said refund.Bill ********** - I set up a 12 month payment plan with Quest, with the first auto draft payment due on 3-18-25. On 3-17-25, I paid the bill IN FULL and was advised by the customer ********************** representative that my auto draft payments were canceled. On 3-18-25, my auto draft payment processed. The total for the bill was $739.72, and I have now paid a $61.64 overage. I have contacted the business and was advised to allow a 30 day refund from April 14, 2025, and still do not have said refund.Bill ********** - I set up a 12 month payment plan with Quest, with the first auto draft payment due on 3-18-25. On 3-17-25, I paid the bill IN FULL and was advised by the customer ********************** representative that my auto draft payments were canceled. On 3-18-25, my auto draft payment processed. The total for the bill was $321.73, and I have now paid a $26.81 overage. I have contacted the business and was advised to allow a 30 day refund from April 14, 2025, and still do not have said refund.Bill ********** - I set up a 12 month payment plan with Quest, with the first auto draft payment due on 3-18-25. On ******, I paid the bill IN FULL and was advised by the customer ********************** representative that my auto draft payments were canceled. On 3-18-25, my auto draft payment processed. The total for the bill was $225.22, and I have now paid a $18.76 overage. I have contacted the business and was advised to allow a 30 day refund from April 14, 2025, and still do not have said refund.

      Business Response

      Date: 05/16/2025

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

      Thank you for contacting Quest Diagnostics regarding your refund. I am very sorry for the frustration this may have caused.

      Please know that I have processed your overpayment check refunds.I will continue to monitor the processing of the refunds. If you would kindly allow 2-3 weeks for you to receive these checks in the mail.

      I am sorry for the time and effort you have made to have your concerns resolved and I appreciate the opportunity to respond.

      Sincerely,
      Stephanie 

    • Initial Complaint

      Date:05/15/2025

      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 have been billed for blood work done on 10/15/24 which I paid upon receiving my for $38.34 bill on 12/4/2024. They are sending me bills and saying I am past due. On March 10, 2024 I emailed them a proof of receipt of payment from my bank and they are continuing to send me bills. This is not the first time this has happened to me. My receipt of payment from ********** has a transaction number of ***********.

      Business Response

      Date: 05/27/2025

      Dear ****** ******,

      Thank you for contacting Quest Diagnostics regarding your payment. I am sorry for any inconvenience or frustration this may have caused you.

      Please know that your payment has been posted to invoice number **********. The invoice now reflects a zero-patient responsibility and you may disregard the invoice you have received. 

      I appreciate the opportunity to respond.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:05/13/2025

      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.
      Service was rendered on November 14, 2024, for my daughter Rhianna. There was an error with my **************** Provider having my daughters *** incorrect. I informed Quest at the first bill sent to me what the issue was and that it was corrected and they can resubmit the bill. This repeated several times into 2025. I also verified the *** was corrected with my ******************** and my **************** Provider and went online to Quest on April 18, 2025 and resubmitted the bill and health insurance information myself. The response email stated it would take up to 6 weeks however, if something was wrong or they needed more information they would contact me within 5 days. I have not been contacted. I did however receive a collection mail today from a debt collector stating I failed to pay my bill. The bill collector stated Quest is showing I never attempted to pay my bill and Quest will not resubmit to my ****************. Before submitting this claim, I called my Insurance Provider who stated Quest has NEVER submitted any bills for Rhianna.

      Business Response

      Date: 05/15/2025

      Dear ********* ******,

      Thank you for contacting Quest Diagnostics regarding Rhianna's November 15, 2024 date of service. 

      Please know that the Quest Diagnostics billing team processed the rebilling of the claim following the coordination of benefits. The invoice has been placed on hold to allow time for the insurance to reprocess the claim.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:05/12/2025

      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 got a Bill from Quest for labs I had drawn for a specialist in ******* for fertility issues. Normally, I use *******. I once used Quest instead of Labcorp & the bill was wrong with them charging me the full amount for the labs with no insurance coverage for basic labs I should get coverage on. We eventually got it fixed, & I noted to never use them again. I ended up having to use them a few months later for these same tests due to scheduling issues with LabCorp, when to no surprise, I got my bill & the same thing was wrong with no coverage.I called Quest billing ***************) to explain the issue/mention what happened last time, & the *** was nice enough at first (I did not catch her name). She then came back after putting me on hold, & told me I was responsible for the entire bill. Given I had the exact same issue months prior, I was instantly frustrated. I prefaced my response by saying "I know this is not your fault, but this is ridiculous I'm now on the hook for the entire bill when it got fixed previously." Her response/tone to this was completely unprofessional. She accused me of "yelling at her" said "I know where this is going," "I don't know what you want me to do about it." I explained that I even prefaced my response by saying I know it's not her fault, but this is upsetting given it's a $1200 bill that got fixed previously. Again, she never apologized, acknowledged my frustration etc. It just seemed like she was having a bad day and didn't want to deal with this.I am in the business of customer ************************** could never get away with speaking to someone the way she spoke to me. Nor would I ever speak to someone like that. I welcome Quest to pull my call & then tell me I was "yelling at her." Also, just so Quest knows, my insurance called in with me a couple weeks later & guess what!? That person (*******) knew within 60 sec. what the issue was and helped get the bill fixed. This is unacceptable the previous person could have cost me $1,200.

      Business Response

      Date: 05/15/2025

      Dear **** ******,

      Thank you for contacting Quest Diagnostics regarding your invoices, I am sorry for any frustration this may have caused.

      If you would please confirm the phone number you called the billing team on and the date of the call so that I can have the calls pulled for retraining purposes.

      Regarding the invoices in question, would you please provide me with the invoice numbers for review. If you do not have the invoice numbers, you can provide the dates of service or patient date of birth.

      I appreciate the opportunity to respond.

      Sincerely,

      Stephanie 

    • Initial Complaint

      Date:05/12/2025

      Type:Customer Service 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 went in for blood work on 4/30/25. After one week of not seeing any emails about my blood test results I decided to check online for my status. My status says pending. After trying for 30 minutes to get a customer ********************** number I called. That was exactly one week after being tested. The customer ********************** agent said my results will be sent by email later that day. If not call back. I haven't got my test results and I can not get through anymore to speak with someone. I have called over and over and over no one never answers. The location is ************. **** *****,**.

      Business Response

      Date: 05/22/2025

      Dear ******* ******,

      Thank you for contacting Quest Diagnostics regarding your April 30, 2025 date of service. I am sorry for any frustration this may have caused.

      If you would kindly let me know if you have received these results. If you haven't, please confirm the email address that I can have these sent to.

      I appreciate the opportunity to respond.

      Sincerely,

      Stephanie 


    • Initial Complaint

      Date:05/08/2025

      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.
      On May 5, 2025, I went to the Quest Diagnostics lab at *********************************************************** I arrived at 3:18 pm and have my location screenshot for proof. I had a stat lab ordered as well as a non-stat order I purchased online for cheaper, I was called back and told that since I did not have a print out of the Stat lab order, I would have to wait my turn in line on the standby list that I had also already signed up for at about 3:20 pm, as soon as I walked in. The woman told me I would be seen after the 5 people ahead of me. That was probably about 3:25 pm. I waited and waited and about 4:15 pm, another woman came out saying it was 4:15 and anybody on the stand by list would not be seen. I explained to her I had been there already for an hour and the other lady told me I would be called and seen after the people ahead of me. She said she announced it several times that they would not take anyone after 4:15. I told her not once had she came out and said that while I was in the waiting room or I would have questioned it. I explained I was there already for an hour, I did not check in after 4:15 pm, and I was told I would be seen by the other lady. She absolutely refused. This was blood work for IVF fertility treatments which are very time sensitive and needed to be done that day. Because these two women were unprofessional, unethical and didn't want to do their job, my IVF cycle was thrown off costing me a lot of money. This is absolutely unacceptable, and can be considered false advertising as Well considering they advertise they are open until 4:30. No patient should be there for an hour waiting, only to be told at the end they won't be seen. This is absolutely unacceptable for a healthcare provider.

      Business Response

      Date: 06/03/2025

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

      Thank you for contacting Quest Diagnostics regarding your May 5, 2025 visit to the Stockton Patient Service Center. I am very sorry to hear about your experience.  

      Please know your concerns from your visit are under investigation with the ************************** team. If you would kindly allow time for the investigation and I will follow up with you. 

      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.

      I appreciate the opportunity to respond to your concerns.

      Sincerely,
      *********

      Customer Answer

      Date: 06/03/2025


      Complaint: 23306272

      I am rejecting this response because:



      Regards,

      **** *******

      Customer Answer

      Date: 06/06/2025


      Complaint: 23306272

      I am rejecting this response because:  I would like to add the names of the women who refused this urgent bloodwork needed for a time sensitive fertility treatment, ****** and *******. Please reach out to me for screenshots of my location that I took that day to prove the time I arrived at, as i'm sure the two individuals will lie and try to say I got there late, or try to lie and say they announced the 4:15 cut off while I was there, which would be a lie as I sat in the waiting room for an hour expecting to be seen only to be turned away because they didn't want to do their job! Please email me regarding this. I want to ensure these two individuals are reprimanded for their level of care to a patient undergoing very time sensitive fertility treatments.  I would also like to file a complaint with the primary department who oversees Quest Diagnostic Imaging Centers. 



      Regards,

      **** *******

    • Initial Complaint

      Date:05/07/2025

      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.
      We had a 3:40 p.m. appt at Quest in ******, on 5/6/25. We checked in at 3:32 p.m. and weren't called back until 4 p.m. The tech that took us back allowed myself and my 6yo to accompany my 21yo. A few mins later, another tech came in to draw her blood. Right off the bat, she abruptly told me, with attitude, that my 6yo and I could not be in the room with my 21yo. When I advised her that I had the orders for the bloodwork in an email, she told me I had to go into the waiting room to obtain the email address off of the back of the door to forward the orders. I already had the email pulled up and ready to forward and asked her to give me the email addr. She advised again that the email addr was on the back of the door in the waiting room. She had my 21yo go back with us to the waiting room with no further instruction once we forwarded the email. As 3 diff techs came into the waiting room to call back the next patients, I asked how we would fall back into the queue. None of them ever came back with an answer. I then knocked on the door and when the 4th tech came to the door, I let her know that I had already asked 3 techs for **** and no one came back with an answer. When that 4th tech failed to return, I checked back in and said I was there as a walk in. A 5th tech came out and I let her know that I checked in as a walk in to get someone to FINALLY assist us with our appt that was now 40 mins past due. I said it was unacceptable and my daughter was recently diagnosed with something that made it difficult for her to walk/sit for extended periods of time. The tech originally set to do the blood draw was not nice, and was abrupt in her approach of not being able to stay with my 21yo who was already anxious and wanting me to be with her. She clearly lacked bedside manners and was not even helpful in obtaining the orders. The sup left for the day 15 mins. prior to closing. I was also told, when asking the name of the original tech, that they were not able to disclose names.

      Business Response

      Date: 05/22/2025

      Dear ******** *****,

      Thank you for contacting Quest Diagnostics regarding your recent visit to the Frisco Patient Service Center. I am sorry to hear about your experience.

      Would you please provide me with the exact address of the Quest Diagnostics location visited and the patients name for further investigation. 

      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.  

      I appreciate the opportunity to respond.

      Sincerely,
      Stephanie 


      Customer Answer

      Date: 05/22/2025


      Complaint: 23297726

      I am rejecting this response because they are asking for further information to continue their investigation.

      Baylor Medical Center, **************************************************************

      ****** *****

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

      Business Response

      Date: 06/02/2025

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

      Thank you for contacting Quest Diagnostics regarding your experience at our Frisco Patient Service Center.  

      Following the investigation you spoke with *********, the Supervisor of the location who addressed your concerns of communication from our staff. Please know that your concerns from the visit have been addressed with the staff of the Frisco Patient Service Center.

      I appreciate the opportunity to respond to your concerns. As a valued customer, we hope you will continue to use Quest Diagnostics in the future.

      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.

      ********* is incredible! She politely listened as I explained to her in great detail my experience that afternoon.

      She was so kind, reassuring, and an absolute sweetheart to talk to. I felt that I was heard and she apologized profusely for the experience we had encountered that day. 

      I have no doubt that our next experience will be flawless.

      Best Regards,
      ******** Darce 

    • Initial Complaint

      Date:05/07/2025

      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 done called them about a bill they keep saying I owe and at the time of service I had ****************** with Peoples Health I have done called them 14 times and I have also called Peoples health and they said its been paid 0 balance. I have been calling since May 8 th 2024. On the 6th call peoples health faxed and emailed the *** to ****** and I heard her say she had received it and now no one can find it This is rediculous!! Can someone PLEASE help me get this resolved without having to get a lawyer???

      Business Response

      Date: 05/09/2025

      Dear ***** *****,

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

      If you would please provide me with the invoice number for me to further investigate this for you.

      Sincerely,

      Stephanie 

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