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

1,416 total complaints in the last 3 years.
385 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:05/06/2025
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.
On a previous bill for my husband. I called a total of 6 times about this bill, the incorrect insurance will billed and a discount was not applied. I worked thru several representatives and was told I was lying about what my insurance was claiming and that the bill would be placed on hold and not be turned over to collections. It was turned into collections; I had to reach out for ***'s on the companies behalf. When it was finally resolved I had asked for a manager, I was on hold for a total of 30 minutes and the manager was attempting to de-escalate as I have been trained these tactics as well, but I was concerned more about the process used, and the representatives stating it would be on hold, telling me I lied, this was my own fault and was sent to collections after being told it was on a hold. The manager continued to ask what it was I was looking to resolve. I informed her I have been a nurse for 20 years and have never been treated like I was ignorant by any company like the representatives repeatedly treated me including this manager. It was multiple awful calls taking hours of my time on errors that were not mine to correct, From the front end of attaching the correct insurance to the encounter to the billing end repeatedly treating me as lees than. I write medical policy and procedure for a living and the culture of their billing **** as well as the procedures followed accumulated into one of the worst experiences, I have ever had w a company. When reviewing notes on my chart from the manager none of the conversations I had with any representative where accurately recorded.
Business Response
Date: 05/22/2025
Dear ****** ******,
Thank you for contacting Quest Diagnostics regarding your husbands invoice. I am very sorry for any inconvenience or frustration this may have caused.
Please know the invoice was updated to reflect the correct patient responsibility. Because the outstanding debt is medical, nothing has been reported to the credit bureaus. Once the payment is received the invoice will be closed with collections.
The invoice has been placed on a hold to allow time for payment.
Sincerely,
Stephanie
Initial Complaint
Date:04/30/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have been going to quest for about 2 years for blood work, they work with the ************** in ********** and other Mercy locations, I like many people, trust my doctors as well as the phlebotomist. i have been told to trust the professionals. since i had gotten to Mercy endodontology i had let them know that i wasn't feeling ok and that my PCP at the time said my levels were not ok and i needed my medication changed. this was may 24th of 2023. they wanted to make sure i was needing that medication change and when the results came back they said i was fine and my medication did not need to be moved. they around July 10th of the same year i had called because i had a goiter and knew for sure something was wrong but when i got more blood work done the bloodwork came out fine again, saying i didn't need any medication ************** this point i gave up trying to talk to my doctor and just thought i was more sickly than most. then i got a new PCP closer to home and they did my labs for me at their office and their lab results also said my thyroid levels were off and i needed a medication change but also that i was ********* deficient which i had stopped taking my vitamin because i had forgotten the dose a long time ago, but quest had said it was fine so i thought i just didn't need it anymore. throughout the two years my hair was falling out, my nails were brittle, i always had brain fog and i had started to get heart palpitations ect... my doctor made me retake the test with quest and again they said i was fine but due to my symptoms they changed my medication and now every single last symptom i had is gone, and i feel like myself again, i will never be using quest again, i would like the time suffering back but all i could ask is for a refund from them. i tried contacting them but never got a response
Business Response
Date: 05/01/2025
Dear ***** *******,
Thank you for contacting Quest Diagnostics regarding your concerns.
I appreciate you taking the time to provide your feedback.If you would like for me to further investigate the validity of your results, I will need some additional information. Kindly provide me with your date of birth and the dates of service.
Regarding your refund request, I would like to follow up on why you didnt get a response. Would you please let me know who you contacted for the refund. Please provide the phone numbers or email addresses you contacted.
I appreciate the opportunity to respond.
Sincerely,
*********
Initial Complaint
Date:04/29/2025
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.
Quest is a nightmare! The system to book appointments asks for far more PII than necessary (asking for things not required by insurance companies, etc). So to avoid that you have to book by phone, which is very inconvenient due to long wait times, etc. But the worst part is paying the bill. When you contact hem to pay they again want to collect all kinds of information about you that they don't need. When you ask to speak to a manager expect to wait on hold for at least a half hour and then the call drop by Quest as their people ***** know how to transfer a call. This happened to me 3 times the other day when I was trying to pay a bill. I don't know which is more concerning: that they collect PII that they don't need to file with your insurance or to accept a credit card payment OR that they waste people time for hours when you ask for a supervisor trying to pay the bill. Also, the bills they mail do not indicate if insurance has already paid and that the bill the customer owns is the FINAL bill, or if it is an estimate, thereby requiring the customer to hav to call to verify. I spent hours last week trying to pay a bill with no luck and finally gave up. Why is Quest such an awful company?!! Their hostile buisness practices collecting people information are shady.
Business Response
Date: 04/30/2025
Dear ***** **********,
Thank you for contacting Quest Diagnostics. I am sorry for the difficulties you have been facing.
Please let me know your availability for me to contact you.
Sincerely,
Stephanie
Customer Answer
Date: 04/30/2025

Complaint: 23262994

I am rejecting this response because:
the Issue isnt resolved. You can tell Quest they can reach out to me Thursday evening (5/1) or Friday (5/2) between 1 and 3pm.

Regards,

***** **********
Business Response
Date: 05/01/2025
Dear ***** **********,
Please confirm the phone number provided ************ is the correct number for me to call.
Sincerely,
Stephanie
Customer Answer
Date: 05/02/2025

Complaint: 23262994

I am rejecting this response because: still not resolved.
Please tell the business that the number to call is ************.

thanks,
*****

Regards,

***** **********
Business Response
Date: 05/16/2025
Dear ***** **********,

Please accept my sincere apology for not contacting you by phone. I am prioritizing our call, if you would please provide me any day and time next week for us to connect. I am out of office Friday May 23, 2025.
Sincerely,
Stephanie
Customer Answer
Date: 05/16/2025

Complaint: 23262994

I am rejecting this response because:
they still have not contacted me. It has been weeks!!! You can tell them they can try to reach me Monday between 9-10am CT or Thursday afternoon before 4pm.

Regards,

***** **********
Business Response
Date: 05/22/2025
Dear ***** **********,
I am responding to keep the case open with the BBB as I have not connected with the patient yet. I left a voicemail on May 22, 2025 at 1:14p EST.
Sincerely,
Stephanie
Initial Complaint
Date:04/28/2025
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.
Hello,I have tried and tried to get in touch with Quest Diagnostics, to no avail.I have sent multiple messages, and even TWO weeks after I did NOT receive a response.I am reaching out because I received a bill from them, and I NEVER have been charged before for lab work, and my doctor FAILED to inform me if there would be a charge, and I do not believe I should be charged if I did NOT authorize to be charged.I am reaching out to get a detailed explanation from them, and I will make a
Business Response
Date: 05/01/2025
Dear **** A *********,
Thank you for contacting Quest Diagnostics regarding the invoice you received.
Please know you are receiving this invoice because your insurance processed the claim leaving the responsible party with a co-insurance/deductible of $14.38.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:04/25/2025
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.
Date of Incident: April 25, 2025 Business Name: Quest Diagnostics Location: ********************************************** Complaint Details:On April 25, 2025, I visited the Quest Diagnostics location in *********, **. The phlebotomist who assisted me displayed behavior that was unprofessional, dismissive, and inappropriate throughout the appointment.1. Unprofessional Communication:When I asked for water before a blood drawdue to past difficulties with dehydration and vein accesshe responded sarcastically, saying, You think thats going to help now? instead of offering respectful medical guidance. 2. Incorrect Copay Handling:I was told I owed a $120 copay, which seemed inaccurate based on past visits. When I questioned it, the phlebotomist said, Im just reading what its telling me, and acted irritated. After consulting a colleague, he reprocessed the insurance and confirmed I owed nothingbut offered no apology or acknowledgment for the error.3. Inappropriate Behavior During Urine Test:While attempting to provide a urine sample, I informed the phlebotomist I was struggling and needed more water. In front of another patient, he asked, How much water do you need? in a sarcastic tone. This breached patient discretion and created an unnecessarily embarrassing situation.These actions reflect a disregard for basic standards of professionalism, patient dignity, and customer **********************. While I understand this may not qualify as a HIPAA violation, the behavior violates patient care expectations and undermines trust in a healthcare setting.I have submitted a formal complaint to Quest Diagnostics directly and am now filing this with the BBB to ensure corporate oversight. I am requesting that Quest investigate this employees conduct and take appropriate action to prevent future incidents.
Business Response
Date: 04/28/2025
Dear ****** *******,
Thank you for contacting Quest Diagnostics regarding your April 25, 2025 date of service. I am sorry to hear about your experience.
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 concern has been sent to the Inglewood Patient Service ***************** team for investigation. If you would kindly allow time for the investigation.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:04/25/2025
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.
Question Diagnostics used my FSA card to take out $108.06 for some lab work. My FSA is requesting a copy of a receipt or statement. I sent 4 emails with no response and then when I called, I was advised that my receipt would be emailed to me in like a minute or two. I have yet to receive any response to my issue.
Business Response
Date: 04/28/2025
Dear ******* *******,
Thank you for contacting Quest Diagnostics regarding the document you need for your FSA.
If you would please provide me with the invoice number or the date of service so that I can locate the invoice. Once I have located the invoice, would you please confirm which email address you would like for me to send it to, or if you would rather it be mailed.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Customer Answer
Date: 04/28/2025
[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. I finally received my copy so all is good.

Regards,

******* *******
Initial Complaint
Date:04/25/2025
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.
I received lab work at my doctor's office in May 2024. Starting several months later, Quest has been repeatedly sending me a bill for $253.20 by mail and by e-mail. I have called them repeatedly about it, because my insurance is supposed to cover the lab work. Quest has promised to stop billing me, but I still keep receiving this bill.
Business Response
Date: 04/29/2025
Dear ******* *****,
Thank you for contacting Quest Diagnostics regarding your May 1, 2024 date of service.
Please know that invoice number ********** has been amended to reflect a zero balance no patient responsibility. If you would please allow ***** hours for this to reflect.
If you would like a zero-balance letter, please let me know how you would like to receive it.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Customer Answer
Date: 04/29/2025
[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:04/25/2025
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.
Business Name: Quest Diagnostics?Business Address: **********************************?Date of Incident: March 17, 2025 April 24, 2025 Complaint:?I am submitting a complaint regarding several significant service failures and privacy violations at Quest Diagnostics, located at ***********************************On March 17, 2025, I visited this location for routine blood tests ordered by my physician, Dr. **** ********. I provided a printed requisition at check-in, but the phlebotomist told me that he already had the electronic version, so I did not press the issue further.After not receiving my test results in a timely manner, I contacted Quest Diagnostics customer ********************** on March 25, 2025. I was informed that my blood had been drawn under a different patients requisition, resulting in an incorrect test a genetic test that was neither ordered by my physician nor authorized by me. I escalated the matter to a supervisor, ***** ******, who assured me that the genetic test would be stopped and that I wouldnt be billed for the correct tests that would be performed on March 26, 2025.However, despite the assurances, I was billed on April 8, 2025, for the tests performed on March 26, despite being told I would not be charged for those tests.On April 21, 2025, I returned for additional lab work. The requisition listed three tests, but the phlebotomist only performed two tests without explanation. I only learned of this error when my doctor contacted me and asked why one of the tests had not been performed.On April 24, 2025, I had an appointment at 12:00 PM. I checked in via my phone at 11:53 AM, arriving in the waiting area by 11:55 AM. However, despite my timely arrival, patients with later or standby appointments were called ahead of me. At 12:30 PM, I asked the phlebotomist why I hadnt been called yet, and she incorrectly stated that she had called my name but I wasnt presentwhen in fact, I had been in the waiting area the entire time.
Business Response
Date: 05/09/2025
Dear ********* *****,
Thank you for contacting Quest Diagnostics regarding your recent dates of service.
Please know that your concerns are been escalated and being investigated by the area management team of the Patient Service Center location visited.
I appreciate your patience and the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:04/22/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They waited until I arrived at my appointment and had spent the whole day fasting to tell me they could not proceed with my appointment. A simple text, email, anything could have avoided this. When I complained to the tech, all I got was a shrug and some excuses about different departments. It doesn't matter what department did what. Just send an email or a text. It's bad policy no matter who you are.
Business Response
Date: 04/29/2025
Dear ***** ********,
Thank you for contacting Quest Diagnostics regarding your recent visit, I am sorry to hear about your experience.
If you would kindly provide me with the exact address of the Patient Service Center visited and the date of service for further investigation.
Sincerely,
Stephanie
Customer Answer
Date: 04/29/2025

Complaint: 23235653

You asked for the address and date.

Date and Time
Tuesday, April 22, 2025 10:30 AM EDT
Location
*********************************
*****************-8780
Confirmation code
MFZHIU

Regards,

***** ********
Business Response
Date: 05/02/2025
Dear ***** ********,

I sincerely apologize for my error in my most recent response to you, forgive me.

Please know that I received your information and have sent your concerns for investigation to the ******* Patient Service ***************** team.

Sincerely,
*********
Customer Answer
Date: 05/02/2025

Complaint: 23235653

I am rejecting this response because: it is not yet a resolution or an offer to resolve. Please continue investigating

Regards,

***** ********
Business Response
Date: 05/09/2025
Dear ***** ********,

Thank you for your patience while your concerns were further addressed and investigated. I am following up regarding the call you received from Takayea.

Takayea explained that the Patient Service Center has limited access to what they are able to see during the time of the visit. We are sorry that you did not receive your invoice. Please know that ******* also advised that when you return to the Patient Service center, we would accommodate you.

I appreciate the opportunity to respond to you and thank you again for your patience while your concern was further investigated.

Sincerely,
Stephanie
Initial Complaint
Date:04/22/2025
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 continues to change codes submitted by my doctor for blood work to a general health panel *****, which my insurance does not cover and charged me $302.08. Why does Quest continue to change these codes?
Business Response
Date: 04/24/2025
Dear ***** Via,
Thank you for contacting Quest Diagnostics regarding your January 14, 2025 date of service.
Please know Quest Diagnostics does not question the physician orders, we perform the testing that the physician orders for their patients. Quest Diagnostics does not change the codes that are provided on the order from the physician.
If your doctors office has any additional information to provide for the claim to be resubmitted they may contact our billing customer ********************** at ************.
I appreciate the opportunity to respond.
Sincerely,
*********

Customer Answer
Date: 05/02/2025

Complaint: 23235366

I am rejecting this response because:

I was told by my ************** that they never submitted the code for general health panel *****. That Quest changed the code to bundle them and my insurance does not cover.

Regards,

***** Via
Business Response
Date: 05/09/2025
Dear ***** Via,
Thank you for your patience while I further investigated your billing concern.
Please know that I have resubmitted your invoice for reprocessing to your insurance. Kindly allow 4-6 weeks for reprocessing.
Sincerely,
*********

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Quest Diagnostics is NOT a BBB Accredited Business.