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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

    • 1,411 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/08/2022

      Type:Product Issues
      Status:
      Unanswered
      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 paid $90.00 on March 29th for some bloodwork. I have called and requested these results on 4 occasions, sent emails, and reached out on their ******** page all with no luck. Each time by phone I have been told the results would be sent to me via email, but I have not received them. I have checked spam ********** mail regularly to be sure I was not missing them. At this point so much time has passed the results are nolonger relevant. I want to be reimbursed the $90.00 due to not receiving what i paid for.

    • Initial Complaint

      Date:09/08/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 had issues with quest for the past year. They have repeatedly been spelling my name incorrectly despite several phone calls to fix this issue. In May of 2022 I received a bill for a date of service from September of 2021 stating my claim was denied due to no ins coverage. Of course my name was spelled incorrectly on this bill. After several calls to fix this issue I was finally told my name was fixed and the claim was resent. After getting another bill I made another phone call and was told by a quest supervisor that I no longer had to worry about this unpaid claim/ bill and that it was cleared. A month later I received a bill from the collections agency. After calling quest about this bill once again, they could not find me in their system under my right and wrong spelled name!! How is this possible? I then called my insurance about this claim. They said most likely it was denied because of the misspelling and they it should have been paid !! How is it possible that after speaking with so many employees at Quest, no one actually did their job properly to refile my claim under my right name, now they cant even find me yet they were able to send a bill to collections? Also, what happened my medical records ?!?!

    • Initial Complaint

      Date:09/07/2022

      Type:Product Issues
      Status:
      Unanswered
      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 charged my account [3] times for a bill of $2.16 on 1/21/22. I contacted them on 3/29/22 for a refund of $4.32 & was told a refund check would be mailed out. As of 9/7/22 no check has been received so I contacted them again to eventually get transferred to a place where the call ended with no resolution.

    • Initial Complaint

      Date:09/07/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Due refund for overpayment. Have been trying to get reimbursed since March 2022

    • Initial Complaint

      Date:09/07/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 is NOT submitting their bills to my health insurance company and then they sent me to collections. Since May 2022 I have called and spoken to quest customer ********************** 6 times, each time after staying on hold close to an hour they say they had a glitch in their computer system and that is why the bill was originally not submitted to my insurance. I have spoken to them on 6 different occasions and each time they say they will submit it to my insurance but they never do. It is now September and the bill has gone to collections. Quest said they will pull the bill from collections but so far has not.

    • Initial Complaint

      Date:09/02/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 4/18/22 I went to the Quest for routine thyroid labs. The phlebotomist she stated there was also a Vitamin D order on this lab order. I declined the Vit D test because I had recently had it run through a different lab. On 5/27/22 I called Quest because I was being billed for the declined Vit D test (Account # *****************, bill#*********** and I spoke with ********. She stated that the Vit D test was not on the order and that she would issue a credit and that I should see it within **** days. On 6/23/22 I went to Quest for labs and was told I could not get labs drawn because I had a balance of $61.36. On 6/24 I called Quest and spoke to ***. He stated that patients do not have rights to decline labs and that whatever labs the doctor ****** are completed and billed to the insurance. Basically he stated patients cannot decline tests and have no rights. I asked for his supervisor. He transferred me to escalation specialist *********. After over 30 minutes on the line, she stated that the Vit D test was not on the lab form and that she would issue me a credit of **** days and I would receive a revised statement. I continued to be billed $61.36 so on 7/14/22 I called again and spoke to ******. She assured me that there were system issues but she would submit the request for a credit of $24.37 and it would take 4-6 weeks due to the problems with Quests internal systems. I expressed concern about my credit report being affected because of all of Quests delays. She gave me a link so I could pay the other portion that I owed. I paid $36.99 which left a balance of $24.37 which she was crediting. 9/2/22 I received a bill for $24.37 invoice: ********. I called Quest and spoke to ****, then ***** escalation specialist said since the doctor ordered it I have to pay. I asked for his manager and he transferred me to *******-billing where they do not issue credits and they transferred me to a # that just rings. PATIENT RIGHTS VIOLATION, insurance billed for declined labs.

    • Initial Complaint

      Date:09/01/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Two dates are February 15, 2022, and March 4th & 7th, 2022. In Feb, my son and I went to Quest to get our blood work done. We were not told how much it would cost at that time.I thought we had health insurance thru my husband's job at ******* My Husband went in March on both dates to get blood work done. They messed up the sample and he had to return on the 7th. Didn't tell him both times what the cost would be. My husband paid over $200 at the time of the visit. When he asked why so high "just in case your insurance doesn't pay." I wasn't charged for my son's and I visit.I owe $1517.58. My son (14) $477.87. My husband owes $808.11.We didn't receive a bill until after my June 10th visit for blood work.(I had insurance by then). I found out on June 10th that I had a balance of $1500+.We discovered we didn't have insurance on March 23rd, 2022 when I took my son to the dentist.On June 10th I talked with billing at Quest and all they would say is get financial aid.I have emailed **************************** several times.The first few emails were trying to get the link they said they would send me.Still showed a balance.I had asked them why wasn't I told how much it would cost before they did the blood work. They just referred me to the link.Then finally referred me to the billing phone #. I called billing and talked with ****** the supervisor and he said there was nothing he could do.That is was my responsibility to make sure I had insurance. I believe that to be an excuse.What business out there wouldn't make sure they get paid before work is done? I feel like my family is being forced to have to pay. They check for copay before they draw blood. They should have seen it then. I wasn't given a choice to decline. They refused to work with me and take responsibility for not letting me know the cost. Just this morning my husband received an email stating that he owes $0.Even the $200 I stated earlier. But yet to see the credit. Account #s are ********, ********, ********.

    • Initial Complaint

      Date:08/31/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 a patient at *********************** Health and uninsured. The practice registered me as an uninsured, sliding fee scale patient and was told I would not be responsible for lab testing. Quest is now billing me $1032. This is not accurate and not my financial responsibility!

    • Initial Complaint

      Date:08/30/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 took the following blood tests at this Quest location on July 28, 2022: ALBUMIN, RANDOM URINE W/CREATININE, *** (INCLUDES DIFF/PLT), COMPREHENSIVE METABOLIC^PANEL, HEMOGLOBIN A1c, LIPID PANEL, STANDARD, PSA (FREE AND TOTAL), THYROID PANEL WITH TSH, URINALYSIS, COMPLETE I have still not received my results. I formally requested my results through their portal on 8/18, after checking the portal daily and having no results. I received an email from Quest to look at my portal for the results on 8/25/2022 and no results are present.I need my results to verify my health and metrics.

    • Initial Complaint

      Date:08/30/2022

      Type:Product 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.
      On aug 19th I went online with QUEST for me to get bloodwork done.I had to PAY to get the blood work.I used my **** card for payment and Quest received the $ 124dollars.My quest order number is 1250975---I then went to the Quest lab in lewiston ** -08/20-- and they wouldn`t do the lab work as it wasn`t paid for..I was online with quest for hours and only to be redirected redirected and with NO actual contact with anybody from Quest.I called the quest number ************ and went through their process only to be disconnected without getting anybody from Quest. I sent quest a priority mail letter on 08/23--They accepted it on 08/25--NOTHING from quest at all.I asked for my $124 dollars to be put back into my credit card . I did finally contact my credit card company to look into it--so far I`m waiting.I think it`s so unfair for a customer to pay ahead and can`t contact the provider when something goes wrong.They are so big they just don`t care. If one has a receipt they should be -easily- able to contact the other party if something needs to be addressed The only reason I`m filing this is to let others know and hopefully Quest will change how they address an actual human

    Quest Diagnostics is NOT a BBB Accredited Business.

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