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

1,415 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:04/21/2025
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 Diagnostics has sent their payment request to ******** and to Tricare for the bloodwork they did. They got paid for this work. Now they are trying to charge me for this work, which was covered by ******** and *******. In effect they are trying to get paid twice. When we refused to pay they sent it to a collection agency; Credit Collection Services. This is blatant insurance fraud on their part. They are trying to get more money than they agreed to accept for doing the services.
Business Response
Date: 04/22/2025
Dear ******* ***********,
Thank you for contacting Quest Diagnostics regarding your April 10, 2024 date of service.
After reviewing invoice number **********, ******** processed the claim stating three of the tests performed were denied as not medically necessary. The secondary insurance, *******, processed the claim stating they follow ******** guidelines and did not make payment towards the denied testing.
If you have an updated Explanation of Benefits from either ******** or Tricare that shows you are not responsible, you may provide that with your response.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Initial Complaint
Date:04/18/2025
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.
I WAS DENIED SERVICE AT QUEST DIAGNOSTICS FOR A BALANCE OWED. I NEED THIS BLOODWORK FOR MY DOCTOR TO CHECK MY LEVELS SINCE I AM A KIDNEY TRANSPLANT RECIPIENT.
Business Response
Date: 04/18/2025
Dear ****** *******,
Thank you for contacting Quest Diagnostics regarding your invoice.
If you would please provide me with your invoice number and the address and date of the location visited.
Sincerely,
Stephanie
Initial Complaint
Date:04/15/2025
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 04/15/2025 at 7:00 AM, I had a scheduled appointment at Quest Diagnostics (****************************************). I was turned away due to staff citing cross-contamination concerns for a specimen collection. As a healthcare professional with over 16 years of experience, I find this both alarming and contradictory. Staff have access to proper PPE, disinfectants, and biohazard disposalall standard safeguards against contamination.The website did not disclose that this type of specimen would be refused and there was no ability to speak with staff prior to scheduling. Website has limited options. I even offered to self-collect the specimen using PPE, disinfect the restroom, and seal the biohazard bag properlyyet I was still denied service. The kit provided lacked essentials like gloves and a collection tool. Specimen kits need to be prepared and put together with proper PPE for safe collection. Not just a specimen tube and toilet hat. My child left in discomfort, and over 40 minutes of time was wasted.During my visit, I witnessed serious infection control violations: staff wore the same protective smocks between patients, used the same gloves across rooms and common areas, and failed to wash or sanitize hands properly. No hand hygiene or glove disposal protocols were followed between patient interactions. This is a major health risk.Additionally, the waiting area was visibly unsanitarycheck-in tablets and seating were smeared and unclean. With illnesses like COVID, RSV, and measles circulating, this is unacceptable. There was also no opportunity to speak to a technician beforehand, and no visible management onsite.I request: (1) A formal investigation into this locations hygiene practices, (2) better website transparency on testing limitations, (3) confirmation that staff are properly trained in infection control, and (4) immediate improvement in cleanliness and supervision at this location.Sincerely,****** ********
Business Response
Date: 04/25/2025
Dear ****** ********,
Thank you for contacting Quest Diagnostics regarding your April 15, 2025 date of service.
Please know your concerns have been investigated with the senior management team of the ******* location.
Following the investigation, we show the patient appointment time was for 7:40am and the patient checked in at 7:03am. The phlebotomists of the location assigned the patient by providing the necessary collection supplies. It was explained that it is best to do this collection at home to avoid any risk of cross-contamination but let the patient know she could also use our restroom if that was more convenient for her.
While this patient is a medical professional, the team reviewed the steps to be sure everything was done correctly.
I am sorry for any frustration your visit to our ******* location may have caused.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Initial Complaint
Date:04/14/2025
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.
I have the issue with Quest Diagnostics billing department as they don't answer the specific questions regarding my bill. As was confirmed by Quest lab manager, the Quest has a procedure for patient consent before performing tests not covered by insurance, called the Advance Written Notice. I was not informed by Quest that part of the tests (25-OH ********* and B-12) are not covered by insurance and did not provide consent to do them as required by Quest procedure at the time when tests were collected. As I ask billing department if they checked the reason with the Quest branch that collected the tests why the procedure for informing and consent was not done, and to discard the charges as applicable, they don't provide the answer, giving the general answer that does not answer the question regarding Advance Written Notice procedure not done by Quest.Also, the tests were charged at rate billed to insurance company, not the rates they have on Quest website when patient pays out of pocket. When asked about the reason and asked to recalculate to out of pocket rate, again, no answer to the question, but general answer not related to specific question.I request them to provide the answers for these questions or confirm that they don't want to answer the question, so I can use them in further complaints to **********************************, other authorities that will review violation of procedure and my rights, and court if it can't be settled outside of litigation.Thank you,Anastasiia
Business Response
Date: 04/17/2025
Dear Anastasiia Kremsaliuk,

Thank you for contacting Quest Diagnostics regarding your November 1, 2024 date of service.

In certain cases, for tests that Quest Diagnostics knows are likely not covered based on a health plan's policy we will issue you an Advising Written Notice. However, it was not indicated for your testing as your insurance will cover the testing when it is deemed medically necessary. If you feel as though your insurance processed the claim incorrectly, please contact your insurance carrier.
Regarding the difference in pricing on our Quest Health website when a patient pays out of pocket,CIT (consumer ordered testing) differs in several ways. There is no physicians order. Consumer-initiated and physician-directed services differ in several respects, including pricing. Patients pay for CIT upfront and therefore there is no bad debt, or any associated costs related to insurance submissions,patient billing, billing research or collection efforts. *** purchases do not involve a health plan. These tests must be purchased online before services are performed. Only you, the patient/consumer will get their results. With ordering from CIT platform, you pay on a website, upfront.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:04/11/2025
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 called and spoke to a representative on 2/14 who gave me a price of 130 for bloodwork. I just received a letter in the mail saying I owe ****** and they are not reducing the amount. I had called to get the price before hand so I knew what it would be if I decided to go. Had I known I was lied to I wouldnt have gone
Business Response
Date: 04/17/2025
Dear ***** ********,

Thank you for contacting Quest Diagnostics regarding your February 17, 2025 date of service.

Invoice number ********** for your February 17, 2025 date of service was processed by ***** stating the $356.30 balance is the co-insurance/deductible that is the patient responsibility.

Quest Diagnostics does not process patient claims, therefore we are not able to determine if the testing will be covered. The insurance processes the claim according to the patients plan benefits and advises Quest Diagnostics what to bill the patient. Patients 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: 04/17/2025

Complaint: 23194187

I am rejecting this response because: this has nothing to do with insurance. I was told on 2/14 that I would financially qualify for a reduced payment making my total 130. This year as told to me before I even had the blood work done. I have the email that was sent to me on 2/14 and had the bloodwork done on 2/17. I know I have a high deductible plan and had called to get pricing before hand or I would have not had the blood work done! ***** had told me prior that it would cost 130 due to my income and household. Again this has nothing to do with my insurance. I was also told my provider is part of a financial program that would drop the price of this test also. This information I passed on to a representative on 4/14 and was advised she would get back to me..,here we are 4/17 with no response.

Regards,

***** ********
Business Response
Date: 04/21/2025
Dear ***** ********,.
Would you please provide me with the form you filled out and the approval letter for review?

Sincerely,
Stephanie
Initial Complaint
Date:04/09/2025
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.
Quest diagnostics sent a bill to collections for my son's blood work. Upon inquiry, the bill was mailed to an incorrect address and the wrong insurance was billed. After speaking to a *** and being put on hold, I was hung up on. What kind of business is this?
Business Response
Date: 04/11/2025
Dear ***** ********,
Thank you for contacting Quest Diagnostics regarding your sons invoice. I am sorry for any inconvenience or frustration this may have caused.
Please know on April 10, 2025 a Quest Diagnostics billing representative voided the claim with the insurance that processed the claim.The invoice was then updated with the insurance information you provided to the representative. If you would kindly allow 4-6 weeks for the insurance to process the claim and provide the response to Quest Diagnostics.
The invoice was mailed to the same address you provided to the Better Business Bureau, if there is a different address that needs to be updated for ******* invoice please provide it.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:04/08/2025
Type:Delivery 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 visited quest diagnostic with a lab order for a peripheral blood smear on 3/8/25. After several weeks I noticed that no peripheral blood smear results were provided. I contacted the company via email several times with no success. Due to the nature of my blood results and symptoms/family history of cancer and blood disorders another doctor ordered a peripheral blood smear test for me. I went to quest diagnostic on 4/8/25. After taking my blood the lab techs showed me the labels to verify my name. I saw that the test did not say blood smear and asked if I would have the results of the blood smear online. She said "I guess, if they decide to do the test" I explained this is my second time trying to get this test performed and this is the test my doctor is ordering, why would it not be performed? She said she did not know. I contacted quest by phone. It was verified that on 3/8/25 a blood smear was ordered and not performed. I was placed on hold for an hour and then hung up on. I called again and was told quest does not perform blood smear. I asked why I was being stabbed with a needle and why blood was being taken from me if the test being ordered is not going to be done. I was told they only do it if a clinic asked them to and not if a patient goes to get it done. I am suffering harm physical and emotional not being able to get this test done to ensure I do not have cancer or a blood disorder. I requested to speak to a manager to file a complaint and I was again hung up on. Please help. This appears to be medical negligence and failure to test or diagnose timely.
Business Response
Date: 04/17/2025
Dear ******* *******,
Thank you for contacting Quest Diagnostics regarding your testing concerns. Effective January 13, 2025, Quest discontinued clinician-ordered Peripheral Blood Smear by Pathologist, test code 833. It is recommended physicians order test code 6399 which is a *** that includes Differential and Platelets.

After further review of your concerns, we show you had testing on 4/8/2025 for test code 6399. Please reach out to your physician regarding your test results. Your physician may request a medical consult if they would like to discuss your results.

Thank you for bringing this matter to our attention.

Sincerely,
Stephanie

Customer Answer
Date: 04/17/2025

Complaint: 23177753

I am rejecting this response because: if quest laboratory does not perform peripheral blood smear which is the exact wording on my lab order form then the patient should be advised and blood should not be taken without the permission of the patient understanding that the test will not be performed. This is an essential and important test and it clearly states on the lab order peripheral blood smear you SHOULD NOT take a persons blood if you are not performing the test stated on the form. The test was specifically requested so a pathologist could review the sample. You notifying me now after putting a needle in my arm and taking my blood with the intention of a blood smear being performed is invasive to the rights of me as a human being and invasive to my body. My lab order clearly states blood smear it does not state *** with differentials and no one informed the patient this test was not being done. In fact, it seems you have failed to inform providers because upon checking with my provider they were unaware that quest does not perform peripheral blood smears. In fact, this was my second medical order for the blood smear because this was not performed initially on 3/8/25 when my other provider ordered the test and when I tried to contact you about missing results no one got back to me. So again the test was ordered on 4/8/25 my blood was taken and again neither the patient or the provider was informed that the peripheral blood smear would not be performed. This is medical negligence and could potentially delay diagnosis for the patient due to failure to inform and it is ethically wrong that you would take someones blood for a lab order that clearly states peripheral blood smear but NOT perform that actual test specifically worded on the lab order. Instead you took my blood without allowing me to get a test that could potentially help me get a diagnosis when I could have gone somewhere that would perform the actual test being requested. You not only physically harmed my body and removed my blood but you have done this twice now without properly informing the patient of what you are doing and you are preventing me from being able to get the test done by neglecting to inform me that you do not perform the test being requested and clearly the providers are also unaware. Two times now this has occurred when both lab orders clearly state peripheral blood smear. Service one is dated 3/8/25 and service two 4/8/25.

Regards,

******* *******
Business Response
Date: 04/25/2025
Dear ******* *******,
The phlebotomists at the Patient Service Centers are trained to inform the patient and client if we dont have an alternate test or process. For your March 8, 2025, date of service a *** was ordered.

Sincerely,
Stephanie
Initial Complaint
Date:04/07/2025
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.
I received annual preventative labs from my PCP 5/17/2023. My PCP changed my diagnosis code after my labs were drawn and submitted the updated codes to Quest via fax and phone call. However, Quest is "unable to reach out to ****" and receive the updated coverage from my insurance company. I have called Quest every 45 days, upon new email stating I have a responsible bill, to check on the status of new coverage from ****. With each phone call, I'm originally told from Quest "everything has been done" but upon further investigation, the Quest employee sees where the Quest system has a malfunction that is preventing my updated claim to be sent to BCBS. The phone calls with Quest end with "your account will be put on a 45 day hold and we ask you call us back when you get the bill email to check on the status." I have spoken to BCBS and Quest on a three way and that doesn't resolve my issue. I should not be calling Quest for the same issue 8 times a year for numerous years. My bill should be significantly lower if not nonexistent due to routine annual labs- **** CMP, A1c, and lipid panel. Almost two years from date of service and I'm currently on hold with Quest again, seeking resolution, but know I will only have my account put on hold for 45 days. I'm happy to provide my ongoing running documentation of each person/company I've spoken to and which date as well as my "new" bill.
Business Response
Date: 04/11/2025
Dear ****** *********,
Thank you for contacting Quest Diagnostics regarding your May 17, 2023 date of service.
Please know invoice number ********** has been amended to reflect a zero balance no patient responsibility. If you would kindly allow ***** hours for this to reflect. You may disregard any invoice you have received for yourMay 17, 2023 date of service.
I am sorry for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond.

Sincerely,
*********
************************************* Support Liaison
Customer Answer
Date: 04/11/2025
[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:03/28/2025
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 have been billed twice for services in which the results were never provided or uploaded to my online portal. I have attempted to contact quest 4 times and either get stuck in their automated system or transferred to a different department in which the call was immediately dropped. I have now talked to a *** in the customer ********************** department and the billing department, neither of who were able to provide me with results or send me to a department I am able to successfully reach (outreaches in which I was able to talk to these departments occurred on 3/28). I also attempted to reach out to the urgent care that ordered the testing, but they do not have a phone system in which messages are answered. I have no intention of paying for testing that results are not provided, and I have done more than my fair share of reach outs to attempt to obtain these results. I will also be filing a dispute with my insurance company.
Business Response
Date: 03/31/2025
Dear ******** *****,
Thank you for contacting Quest Diagnostics regarding your January 15, 2025, date of service. I am very sorry for any inconvenience or frustrations this may have caused you.
I can confirm your testing was reported and resulted. If you would please tell me how you are set up to receive results and if you wish to receive them on your My Quest patient portal.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Customer Answer
Date: 04/01/2025

Complaint: 23128645

Hello, I do not want them on my portal because address concerns were brought up in the conversations I had with the billing department. I know a zip code needs to be entered to access it.

If you are able to send the results via mail, my address is
*********************
apt 3a
*****************************;
However, this does not change the fact that I have already gotten retested through my main clinic because the results were never made available to me. Therefore, this is all redundant now. I don't need the results anymore and I am going to continue with my appeal process via my insurance company. I have no desire to pay for this service at all at this point, as I have already paid for the retesting.

Regards,

******** *****
Initial Complaint
Date:03/28/2025
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 had a surgery in september and they doctor used this lab. I paid the ** 20k cash and was told I am paid in full. Now all these months later a collection letter is sent to a distant family members ad**ess from them saying I had an unpaid bill. I have not received a call, an email, or a letter or anything following up to this that I owe anything. No original bill. No notice of any kind so this is fraud. Nothing was sent to me so I have no account number and the ********************** office I went to and paid wont help
Business Response
Date: 03/31/2025
Dear ******* *****,
Thank you for contacting Quest Diagnostics regarding your invoice.
There is an invoice for a September 18, 2024 date of service in the amount of $1,132.04. The ordering physician sent the specimen to Quest Diagnostics to be tested, and Quest Diagnostics is billing for the services performed.
The testing has not been billed to insurance as it was not provided on the order. The balance is the patient responsibility. If there is insurance that should be billed for this date of service, you may provide it as a response for me to update.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Customer Answer
Date: 03/31/2025

Complaint: 23128444

I am rejecting this response because:

The surgeons office is the one who ordered the test from you, I was self pay at their office and paid them 20k wire up front for my surgery. I never received a bill from you or from them for this lab work.. not a letter in the mail, not an email, not a phone call.. nothing. I would have immediately paid any bill due and now this has gone to collections and will ruin my credit and this is the first time im hearing about this due amount. I never had an agreement with quest as this was sent in by my ** and not me but I need to get this resolved without being in collections. I was unable to reach anyone at all the numbers I called because you had to have a bull number which of course I dont have because I never received a bill. Did my ********* not provide my contact info to you or how was the ball **opped and how can this be fixed when this is not my fault.

Regards,

******* *****
Business Response
Date: 04/11/2025
Dear ******* *****,

I am so sorry for all the trouble you have been through having your concerns reviewed. Please know the invoice has been placed on a hold to allow time for further investigation to understand what may have occurred. I appreciate your patience during this time.
Sincerely,
Stephanie

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Quest Diagnostics is NOT a BBB Accredited Business.