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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

    • 1,419 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:08/18/2022

      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.
      August 2021, Feb 2022. I have not gotten any results as to why my insurance hasn't been sent my medical laboratory statements. I have spoken with and hung up on while trying to get some resolution as to why am I receiving these bills. I have told reps that I have spoken with that the insurance listed is not my insurance several times and was told that the changes were made. My insurance company told me that they never received any bills from Quest on my behalf. I had customer ********************** reps from my insurance company talking with them and letting them know that they had not received any bills. I received another bill and the amount changed from $749.00 to $929.00 and then to $1,500.00. Quest billing statement stated that they had not received any payment from me which I did send them a check in July 2022 in the amount of $184.00. I cannot pay the amount in full when the amount due constantly changes. I received 3 statement in the month of July 2022 and the last one did not have the have the payment I submitted. There is something wrong with the business practices at Quest Diagnostics. I need help bc I'm not getting anywhere with them.

    • Initial Complaint

      Date:08/17/2022

      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 have been trying to get this resolved for several months. My insurance approved this test. the bill was coded wrong. I took the necessary steps to have my insurance company resolve the issue. the bill was paid by the insurance company almost a month ago but I am still showing that I have a balance. When I spoke with them months ago, I was told my account would be sent to collections. This bill was paid.

    • Initial Complaint

      Date:08/16/2022

      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.
      Hello,I over payed quest diagnostics by 2 duplicate payments because of an error message on website. I called quest diagnostics customer ********************** and was told the payment would be mailed to me within 4 weeks. The call was made on 6-15-22. I have not received anything concerning my refund check. I called again on 7-25-22 the customer ********************** number and was told I should get the check within 4-8 weeks. The 3rd time i called on 8-16-22, the rep told me there was no refund check issued and that she would put a ticket in to escalate the issue. This is unacceptable practice. The fact that I even have to wait for a check and for more than 2 weeks is not normal. I made the payments with a credit card and should have been refunded by credit card in my opinion. I would like to know why it is taking so long to get a refund and how we can speed this process up. Its August and I called in June to get this refund. Not acceptable.Sincerely,********************************************

    • Initial Complaint

      Date:08/15/2022

      Type:Order 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.
      We utilized quest diagnostics for some test on 1/12/22. We have insurance so we assumed everything was taken care of since we never received a bill or phone call from this company. On 8/8/22 we received a letter saying they sent us to collections for $100. I called Quest immediately and asked why they didn't send any bills. Quest said they sent one bill on 2/16/22, which we never received. They did not call or send additional bills to let us know there was a balance owed. As soon as we got the bill from the collection agency we paid it on 8/10/22. It seems outrageous that we were sent to collections over $100 and only 1 bill was supposedly sent out. Our credit should not have been impacted and Quest should be required to send out more notifications before sending someone to collections.

    • Initial Complaint

      Date:08/15/2022

      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.
      This company sent me a bill. The claim was denied by my insurance company. I looked at the explanation of benefits. It needed to be re-billed to my insurance company. I called the doctor&#**;s office and they called quest and told them the issue. H313431313032**363336H resent the claim to my insurance company. Now H313431313032**363336H is sending me a notice saying they are sending to collections. They are billing myself and the insurance company. They are requesting I pay a bill that will be handled by my insurance company. They need to change their system. They are giving misleading and false statements on their phone calls and they are double billing patients and insurance companies. The last supervisor I spoke to said their system just works like that. This is a violation of H323536**333430323137H billing standards.

    • Initial Complaint

      Date:08/12/2022

      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 January 31, 2022 I had some lab work done . They billed it to an insurance provider I have not had in years. I received an invoice I promptly called them and they said they would send it to the correct insurance company. I verified that they had the correct information. As of today and many many phone calls they still have not taken care of it. I received a notice that is going to a collection agency. I have called at least 6 times in the last few days. Their reps hear what I have to say then put me back on hold. One was actually very nice on August 9, 2022 and said she put in a request for a supervisor. I asked for this she said I would be contacted within 24 hours. Still no call back as of August 12, 2022. I was put on hold twice today after explaining my problem. Noone is helping me. All they have to do is send it to the correct insurance. Each phone call they ask who is your insurance and each time it's verified. I also had paid $80.16 for this bill before I knew what the problem was. I was told I would get my refund but that was months ago. I value my credit and with the threat of a collection agency for what they handled incorrectly. I am so frustrated. I have spent hours trying to correct this and hours being on hold.

    • Initial Complaint

      Date:08/12/2022

      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 says they work with all insurance companies. They say this instead of admitting to being Out of Network. They also charge much higher prices for tests ordered thru your local doctor vs the solicitation emails they send offering you complete blood work for $149. I have a bill for over $2,111 dollars due to them telling me they work with my insurance company. Even their representative **** told me I was in network with Anthem BCBS. They only offered me a payment plan for the full amount. I want the bill reduced to in network priced due to their misinformation.

    • Initial Complaint

      Date:08/11/2022

      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 been trying to get my issue resolved for a year now. Ive talked to at least 6 people regarding my bill and the fact that a claim has still not been filed with my insurance. Everytime I call, I explain the issue in detail and what my insurance has to me has to happen in order for the claim to reach them. A year later and the claim still hasnt been filed. It is a $1700 bill for bloodwork. I just want the claim filed. Ill pay my part, I just shouldnt have to pay what insurance covers. Each time I talk to someone at quest they tell me its good and its going to the right claims department. I just received the same bill today with the same amount due. Each time I call, it is an indefinite amount of time on hold. When you do get a hold of someone, you have to then be placed on hold again for the claims department.

    • Initial Complaint

      Date:08/10/2022

      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 have been trying to make an appointment. How do you schedule an appointment? The website says it has open appointments on the calendar because you can click on the ************** available. But after you pick one that is open and fill out all the other information, it says start over because the date and time are not available. So I call Florida Blue and had the agent help me try and get an appointment. They do a three way call and get the run around the phone system until it leads to a dead end. They couldn't get me an appointment either. It's funny in the way that Florida Blue got the run around but serious as a heart attack as how negligent quest is. They don't answer the phone, The website appointment scheduler doesn't work correctly. The information once in the system doesn't make it to the Office Kiosks so the systems rejects you once you get lucky enough to make an appointment somehow. You can't walk in either as the kiosk tells you "no walk in at this time". Then to top of this harassment, they have their employees behind a locked door with no one to help you. A person basically needs to bang on the door and interrupt the whole clinic to get someone to draw your blood. Included is proof of the website rejecting me after I selected a valid date and time.

    • Initial Complaint

      Date:08/10/2022

      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.
      Quest is over billing contracted patient responsibility with ********** Blue Shield of *******, not responding to my written correspondence with a detailed bill, and have sent me numerous emails saying they are working on a response but have not sent anything by writing as I have requested them to numerous times. All they do is send me no response emails, send continuous requests to pay a bill without detailed accounting, and they have refused to respond in writing to my correspondence requesting them to produce proof of any disputed bills. During this process many double bills for the same services on the same day have been noted yet they are not addressing any of the issue. I was placed on notice of collections on my bill without their responding to the correspondence I sent Quest detailing all my transactions for the last year showing clearly what ********** Blue Shield of ******* paid Quest and what my patient responsibilities are to Quest according to contract. Quest Diagnostics - *********************. *************************************************** Phone ************. Fax ************ refused service for my son on August 9, 2022 without prior notice, explanation, nor details and informed me that the reason for refusal of service was I have been placed on collections. Quest refuses to take payment on individual bills while not giving any details about what bills are actually in dispute.

    Quest Diagnostics is NOT a BBB Accredited Business.

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