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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

    • 1,415 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:08/29/2022

      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.
      Fraudulent billing by Quest turned over to collections. I received two collections notices on 8/29/22 from Credit Collections Services for amounts paid by my insurance at the negotiated rate, and for which I have zero out of pocket responsibility. To date, I have never received an email, US mail , bill or other correspondence regarding items that were turned into collections. I received one audible voicemail in April 2022 regarding these items, which I promptly returned, after going online, locating and printing the charges Quest called about. I spoke with Quest representative ******* on April 13, 2022, who claimed to be speaking with my insurance company over a 30 minute call with multiple long holds. On that call, ******* advised me that it was a coding error, she was taking care of it with my insurer, that my insurance paid, and that if there were any other questions or issues, I would be contacted. Prior to contacting Quest, I spoke with my insurer who also confirmed payment on the related EOBs. I heard nothing until today, collections letters. These tests are very specific cancer labs that occur on my chemotherapy dates, which are on a schedule. It is impossible that I would have two tests for the exact same thing on the exact same dayunless its lab error or negligence, for which I have zero financial responsibility.In addition to fighting cancer, I now have to invest energy and time into fighting Quest and a collections service to ***************** standing. I demand no less than a written apology; a Quest account ledger from October 2021 through August 2022, proving zero open claims and zero balance; a letter from Quest to the collections agency (cc to me) requesting complete removal of the erroneous information citing the reason (their error); a letter from the collections agency to me citing compliance With removal of both items (dates, amounts, company), the reason and the effective date. I will only accept US mail, preferably notarized.

    • Initial Complaint

      Date:08/28/2022

      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.
      My daughter went to quest for labs in August of 2021. In July 2022 I received a bill for the entire amount of the labs. They have my insurance information as it was listed on the bill. I called to find out why I was getting billed for the entire about and they told me my insurance denied the claim because my daughters coverage was terminated. I called my insurance and they told me they never received a claim from quest. ( Which I did not see listed under our claims either). So my insurance company called quest and gave them all the info to resubmit. A month later, I got another bill for the same amount. Called again was told my group number was one number off and they corrected it and would resubmit. 2 weeks later another bill, same amount, call again and she told me the claims address was wrong. ( they have. Copy of my insurance card so Im not sure where they are getting their information from). She told me to check with my insurance in a few days to verify they received the claim. I did, no claim. Im not sure what else to do? I know they get more money from self pay but I have insurance and pay alot of money for it. How do I get them to file my insurance.

    • Initial Complaint

      Date:08/28/2022

      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.
      ***** is a Registered *** Offender. Work place:4770 ***********, ******, ** ***** Manager, Supervisor and Managers boss all contacted on April 21, 2022 and nothing was done.This is public information, but I want to remain anonymous to protect my job.*************** goes to Pediatric offices daily, several of them to pick up specimens as stat driver. I am afraid that these Pediatric offices are going to stop using Quest if they find out and I would hate that!https://********.mugshots.zone/*******************************-mugshot-04-16-2022/https://publicsite.dps.texas.gov/SexOffenderRegistry/Search/Rapsheet?Sid=05746551 Manager, Supervisor and Managers boss all contacted on April 21, 2022 and nothing was done.This is public information, but I want to remain anonymous to protect my job.*************** goes to Pediatric offices daily, several of them to pick up specimens as stat driver. I am afraid that these Pediatric offices are going to stop using Quest if they find out and I would hate that!https://********.mugshots.zone/*******************************-mugshot-04-16-2022/https://publicsite.dps.texas.gov/SexOffenderRegistry/Search/Rapsheet?Sid=05746551

    • Initial Complaint

      Date:08/25/2022

      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.
      On 8/24/2022 At 9am Quest sent me an email stating they were going to bill my debit card for fees I didn't owe. My EOB from insurance states I do not have any financial obligation, my insurance even called Quest to help resolve. They lied telling ***** once they receive a faxed EOB they will cancel the charge. They said they received it but I still owe money. I immediately tried calling Quest to resolve the issue but they posted the charge anyway the same afternoon. no invoice, no bill, no appropriate notice, they just hit my checking account causing me to incur overdraft fees and bounced payments!! What kind of billing is this???? I called them again to ask how I could fix this, they told me I needed to call my doctors office, they coded my claim wrong. I called my doctors office who referred me to their billing office who couldn't even find where I was listed with a claim. NOW WHAT???? This billing practice is completely unethical!

    • Initial Complaint

      Date:08/25/2022

      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 got my bloodwork done on June 30 2021. They billed me for it and it was paid. I have shown proof of the payment. I even had ******** send me a copy of the bill being paid. I sent that to them as well. I am still getting bills. Now they are trying to send me to collections.

    • Initial Complaint

      Date:08/25/2022

      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 am writing this letter as to file a complaint or grievance. I had UPMC insurance for a couple months in the summer of 2020. At that time I was using services provided by Quest Diagnostics. A few months after using Quest I received a bill for $630.55. I noticed that they did not send the bill to the correct insurance agency. So I called them and fixed the issue (I thought). A few months later I get another bill for the same service saying it's overdue. I called again, they said some of my information must have been wrong and they will resubmit it to insurance. The same thing happened a few more times. I even updated the insurance on their website, talked to them on the phone, e-mailed them, etc. Then out of the blue I get a notice from a collection agency that Quest has sent me to collections. I have spent countless hours trying to get this resolved with Quest, only for them to not fix it when they said they did, then send me to collections. I have very good credit, no accounts are delinquent. I do not owe this money however. I had insurance at the time of this service (August 2020). They refused to fix my information or bill the correct insurance company and now I'm in this situation. Attempts to call Quest have resulted in being place do hold for upwards of 60 min then being hung up on before really speaking with anyone. I have proof that I have tried to update my insurance on their web portal to make sure that wasn't the issue. It was probably on my 15th phone call to them where someone realized the issue and then got it submitted correctly to my insurance company. My insurance rejected it however because it was submitted 'to late' or '365 days past due'. So now I'm stuck with a $700 bill because of a billing error that Quest could of easily fixed? Not only is that unfair, its fraudulent and incompetent. I'm request Quest clears my account or they settle with my insurance and leave me out of it. attached is proof of me updating information or emails them.

    • Initial Complaint

      Date:08/25/2022

      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.
      My primary insurance ********** made payment to QUEST leaving a balance of **** for OCT. 14, 2021 for account 11828597-QQUD1-10 QUEST submitted several claims to ********* my secondary for that amount, but all the claims sent are missing information or have billing errors per ********* I have called QUEST 5 times since APRIL, 2022 to resolve this issue.Spoke with Ebony on Jul 05 Spoke with ****** on Jul 18 Spoke with Supervisor ******* on Aug. 04 Spoke with Supervisor ******* on Aug. 25 who promised to submit the claim manually to ******** since the electronic claims were not going through.

    • Initial Complaint

      Date:08/23/2022

      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 sent messages to Quest Customer Support on 8/19/22 and 8/22/22 asking why their scheduling system was putting in a different time slot than I requested. They do not answer and they do not have a phone number listed. Why do they have a messaging system if they do not intend to answer? *********************

    • Initial Complaint

      Date:08/23/2022

      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.
      In January 2022, I had a cell free DNA test drawn by Quest Diagnostics. First, Quest Diagnostics misplaced my original sample and I had to get this redrawn. This put my pregnancy in potential danger given the possibility of a missed genetics diagnosis. Next, the lab was drawn but I was charged a bill of $2762 after being told by my doctor's ******* Quest themselves AND Aetna that this would be a covered expense. When I appealed this bill, ***** informed me that if they received a retroactive prior authorization from either my doctor's ****** or Quest, they would reimburse the expense. My doctor's ****** is insistent that it is up to Quest to file this retroactive authorization. However, Quest is insistent that it is my doctor's ******. Regardless, they have failed to respond to my numerous written inquiries on this case. I have email documentation of me reaching out to them, providing Explanation of Benefits, and providing phone numbers for them to call. In addition to this bill, it took them 7 months to file claims for a simple urine test. They seemed unable to file a simple claim. I am seeking expedient resolution of this matter after numerous attempts to reach them unsuccessfully. In the mean time, of course they continue to send me bills, the most recent of which is attached. I have been in correspondence with ***** multiple times telling me that they'll cover the expense if someone just gets it together and sends a prior authorization.

    • Initial Complaint

      Date:08/21/2022

      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.
      I am trying to contact Quest Diagnostics about Changing a pay method and they are impossible to reach by phone and don't provide an email address online to contact them

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