Complaints

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

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Quest Diagnostics has 267 locations, listed below.

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  Quest Diagnostics

  500 Plaza Dr Secaucus, NJ 07094-3619

• 

  Quest Diagnostics

  3980 Sheridan Drive Williamsville, NY 14221

• 

  Quest Diagnostics Incorporated

  875 Greentree Rd 4 Parkway Center Pittsburgh, PA 15220

• 

  Quest Diagnostics

  5400 Gibson Blvd SE Albuquerque, NM 87108

• 

  Quest Diagnostics

  1305 Wonder World Dr San Marcos, TX 78666

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:01/23/2024

  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.

  
  Complaint: 21189788
  
  I am rejecting this response because:
  
  Pt is ********************************* dob 02/01/2013.  This was not the first time your employee failed to act in a professional and caring way.  A few years ago, I brought ****** for a blood work to the same location.  The phlebotomist was so inexperienced it took exactly 5 min on the clock to draw the blood form the time ****** was pocked since it was dripping very slowly.  Then a few months ago I brought my daughter ***************************** and a different phlebotomist used such a big needle that left a big bruise on her arm and pain for 2 days in that hand.  And now this time, this was the worst possible phlebotomist I had ever encountered with as she was mean, rude, uncompassionate and unprofessional.  My son is really traumatized coming to that location.  I feel your employees need a thorough training on their work, their attitude, and need to be provided the correct tools, butterfly needles in case of a kid or a fragile old person, and some help so they don't act so fed up and hateful. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 02/01/2024

  Would you please provide me with the name of the patient so that we can begin an investigation.  Thank you. 

  Business Response

  Date: 02/26/2024

  Thank you for contacting Quest Diagnostics regarding ***************** concerns.  I apologize for any inconvenience they have experienced.  Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing. 
  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 corrective action when an area is identified as needing improvement or an employee in need of re-education or re-training. 
  When visiting one of our PSCs, our patients should always be treated with the utmost respect and compassion in a comfortable and safe environment. I am disappointed and apologize that ********************** did not experience this fully during her visit. However, the service that she received by the phlebotomist did not meet Quest Diagnostics Everyday Excellence Service. Management provided retraining on customer ********************** and the process for use of butterfly needles.
  Thank you for bringing this matter to our attention.  If you have any questions, please feel free to contact me directly.
  

  Customer Answer

  Date: 02/26/2024

  [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:01/23/2024

  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.

  I had lab work done with Quest Diagnostics on 7/5/2023. I received a statement from them indicating that my responsibility was $29.77. The bill was paid electronically by **** of America on 8/11/2023. I have written to Quest Diagnostics disputing their continued harassing statements to no avail. My bank has faxed them a copy of the check that was issued and deposited by Quest Diagnostics, but they obviously choose to ignore and continue to harass me for money that is not owed to them.

  Business Response

  Date: 01/24/2024

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

  Thank you for contacting Quest Diagnostics regarding your payment. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

  If you would please provide me with a copy of the check that was issued to Quest Diagnostics for the $29.77.
  
  I appreciate the opportunity to respond to your concerns.
  
  Sincerely,
  *********
  Sr.Quest Experience Support Liaison

• Initial Complaint

  Date:01/20/2024

  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.

  Today at 12:50 pm we walked into the *************** location of Quest diagnostics on *****************************************************. It was myself, my son and my husband. This place is listed to close at 1pm. We walked in the door with doctors orders for my son at 12:50 and they refused us service. There were more than 2 or 3 phlebotomists working and they said they would not be able to help my son with his lab orders because they closed in 10 minutes and they would not take any additional patients because they had closing responsibilities to do. This is false advertising by Quest diagnostics. There is nothing on their website that says dont walk in our door at 10 minutes to close as you will be refused service because we want to get off work at 1pm. They said they were waiting on one other patient to come who had an appointment and therefore they would not let my son get his lab work done. I asked to speak to a supervisor and they refused my family the opportunity and said there was no such person there. I explained I am in healthcare too and you cant refuse a patient service because you want to walk out the door on time instead of doing your job during business hours. I asked for the managers name and they gave my the name of *********. I asked for a pen to write down information to file a complaint and they refused to give me a pen. These people were rude and unprofessional with extreme lack of care for patient responsibility. I want to speak to the director of this location and I want to know what will be done so my family and future patients dont have to deal with this.

  Business Response

  Date: 01/25/2024

  Would you please provide identifying information for the patient such as the name and date of birth.  I am unable to investigate further.  

  Thank you.

• Initial Complaint

  Date:01/19/2024

  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.

  
  Complaint: 21172301
  
  I am rejecting this response because:
  The main issue I am contacting them in regards to is ongoing contact and business between us. I'm telling you that the way you ended up with my tests were both anti-competitive and unfair. I never got a chance to shop around or reject the charges. I merely got billed. You say you are all about providing your customers with unmatched customer support while denying them choice of doing business with you. I have had better customer ********************** at a bodega.
  So I am going to put this in a way which can't be twisted or misunderstood. I DO NOT WISH TO DO BUSINESS WITH YOU EVER!
  My doctor ****** a blood test: REJECT IT OUTRIGHT!
  
  That is the only resolution I will find acceptable.

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

  with them. Surprise or not.

  Business Response

  Date: 01/23/2024

  Thank you for contacting Quest Diagnostics regarding patient ******************************  I apologize for any inconvenience they may have experienced.  Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing. 
  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 corrective action when an area is identified as needing improvement or an employee in need of re-education or re-training. 
  Quest Diagnostics is sensitive to concerns about the cost of healthcare.  Market research indicates our prices are comparable to other laboratories that provide similar services.  There are many factors that determine the pricing of our tests.   
  
  After review of your concerns, as you are aware your physician ordered testing that was denied by your insurance carrier as routine services are not covered,indicating the patient is financially responsible for the balance.  Please contact your insurance carrier directly regarding the denial.  
  
  We encourage patients to contact their health plan to understand their financial responsibility and insurance plan coverage benefits.  Ideally, a patient should do this prior to services performed.  A patient can contact Quest Diagnostics at ************** to inquire about a patient list price.  However, for patients in a health plan, the list price may not reflect the final fee paid by the patient.  
  
  Thank you for bringing this matter to our attention.  I appreciate the opportunity to respond to ************************ concerns.  If you have any questions,please feel free to contact me directly.  

  Business Response

  Date: 01/25/2024

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

  I would like to apologize again for any frustration you have experienced. Please reach out to your physician directly and advise them to forward your lab specimens to the laboratory of your choice.  You *** need to contact your insurance company to confirm which laboratories are considered in network and out of network.  Your benefit plan *** affect your financial responsibility for services.  I appreciate the opportunity to respond to your concerns. 

  Customer Answer

  Date: 01/26/2024

  
  Complaint: 21172301
  
  I am rejecting this response because:
  This is more than a simple "inconvenience." I don't have room in my budget for a $300 medical bill so the money had to come from somewhere. It came out of my grocery bill. I'm flat broke now for 2 more weeks with no support. This is STARVATION not FRUSTRATION! I haven't eaten anything in 3 DAYS! So forgive me if your apology comes across as insincere. Not that it really meant anything to begin with....
  There is no guarantee of approval with my insurance. I'm glad we agreed on that at least.
  There is, however, no guarantee that I will be capable of making that decision while hospitalized. Hence why I need to be blacklisted. I'd blacklist your business in a second if I was able but I am not....
  
  So how about getting on that denial of service thing. It may not make the ** government happy that their healthcare lackies are refusing care to an American citizen but it'll make me happy as a clam. 
  
  
  
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:01/18/2024

  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.

  
  Complaint: 21166059
  
  I am rejecting this response because:
  
  I do not believe there was any option to seek a live person for assistance while I was there. Not sure where their option information was supposed to be. It certainly wasnt easily accessible or transparent. In addition it would have been extremely helpful if the phone number they referenced for communication with a live person was posted next to their kiosk, or contained within their kiosk instructions. To solve future patient issues or frustrations I feel they need to post this information, not utilize it, after the fact, as patient options for immediate assistance.
  
  Regards,
  
  ***********************is very flexible and I could basically be there anytime or date required. I have never dealt with a company without visible personnel. Totally frustrated that they can hide behind a curtain like the Wizard of Oz. I filed a formal complaint with BCBS on my frustration and disappointment dealing with this company.

  Business Response

  Date: 01/25/2024

  Thank you for contacting Quest Diagnostics regarding ************************ I apologize for any inconvenience they have experienced.  Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing. 
  
  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 corrective action when an area is identified as needing improvement or an employee in need of re-education or re-training. 
  
  Most of our patient service centers do not have a receptionist on staff.  Our locations have a kiosk check in.  Patients sign in using the kiosk.  There is a help option for any patient to utilize and a staff member will assist.  For any walk-in patients, the kiosk allows that patient to schedule an appointment for the same day if there are any openings.  However same day appointments are not always guaranteed.
  
  Appointments are strongly encouraged and receive priority.  To be served as quickly as possible, we advise to schedule an appointment first.  It is recommended to check our website for the most up to date information regarding any of our patient service centers. 
  
  Quest Diagnostics offers an alternative option to make an appointment by calling ************.? If you ever have any questions or concerns, you can reach our customer ********************** department at 866-MYQUEST *************) directly.  Thank you for bringing this matter to our attention.