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

  500 Plaza Dr Secaucus, NJ 07094-3619

• 

  Quest Diagnostics Incorporated

  875 Greentree Rd 4 Parkway Center Pittsburgh, PA 15220

• 

  Quest Diagnostics

  2740 28th St SW Grand Rapids, MI 49519-2110

• 

  Quest Diagnostics, Inc.

  10101 Renner Blvd Lenexa, KS 66219

• 

  Quest Diagnostics

  1060 W State Road 434 # 100 Longwood, FL 32750

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:03/25/2025

  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 charged for the same service on 2 different cards. They have held my money for months. Currently still waiting for a refund that I was told was coming months ago

  Business Response

  Date: 03/27/2025

  Dear ****** ******,

  Thank you for contacting Quest Diagnostics regarding your refund.

  If you would kindly provide me with the invoice number and date of service for further investigation.

  I appreciate the opportunity to respond.

  Sincerely,

  Stephanie 

• Initial Complaint

  Date:03/24/2025

  Type:Product 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.

  **This complaint is regarding duplicate payment for services. Since the date of service, please note that our address has changed. The initial billing address was: ******************************************************** November of 2024 my husband had bloodwork done at the Quest lab location in *********, **. He paid for the service at the time the blood was drawn in the amount of $214.06. Subsequently, I received an invoice indicating that he owed $214.06, and paid it, effectively double paying the cost. Since that time, I have tried, without success, multiple times to have $214.06 refunded. I am told that the refund shows that it has been approved, however the payment has not been made, and the issue will be "expedited" to a senior manager. Following is a list of the ways/times I have contacted Quest:Email to Quest customer ********************** on 1/**, Email to Quest customer ********************** on 2/6, Email to Quest customer ********************** on 2/**, Telephone call to Quest on 2/17, Telephone call to Quest on 3/***** date no refund has been received. This should not be this difficult to get a refund on a double payment. Especially for seniors living on a minimum budget.

  Business Response

  Date: 03/27/2025

  Dear ******* *******,

  Thank you for contacting Quest Diagnostics regarding your husbands October 18, 2024 date of service.

  Please know that I have processed a refund in the amount of $214.06 back to the original payment method, if you would kindly allow 2-3 days for this to reflect. 

  I am sorry for the time and effort you have spent on having this concern resolved, and I appreciate the opportunity to respond.

  Sincerely,

  Stephanie 

  Customer Answer

  Date: 03/28/2025

  [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:03/21/2025

  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.

  3.12.25 made an appointment for Quest at **************** 8.30 AM WAITED but the order was not found. I sent for the order and return. came back and put myself as a walk-in to be assisted. 4 hours later, I'm still waiting. they kept saying I'm so sorry, we have to assist all appointments before walk-in. They had 4 No/no-show appointments and still left me waiting to assist me until 2pm. I asked to be helped between appts, 3xs. I was totally ignored. by *****am I was no longer as walk-in not being called either. Before, our new computer ways, walk-ins came before appointments. and when a person arrived they were assisted within an hour time frame. I waited 4 hours and they called everyone and totally ignored my request. they had the order by fax. they were not cooperative with my critical need for my labs. I had to leave because I had originally arrived at 7.40a for a ******** Quest appointment and received a courteous cancellation but then because my order was delayed. I was totally forgotten about and left to starve after having fasted for 12 hours. Its just not fair. Why could I not been called next after a NO CALL-NO SHOW. and just left to die in the waiting room getting a migraine from my fasting labs. UNBELIEVABLE!!! how unethical is this. Please, Management needs to reevaluate their customer **********************. THEY TOTALLY FAILED me. with 4 ***** show. The overhead says walk-ins would be assisted from 30 minutes to an hour wait. I waited 4 hours and never again called left to rot in the waiting room until their next 2 pm appointment available appt arrived. My order was left undone because I had to leave. my appt is for the 25th of March. *********** are too late for my doctor's appt. Quest failed me. Once I told them they had 4 no call no shows they asked me how I knew. she froze the computer so we could no longer see patients ******** and out overhead. WOW! So, I had no choice but to leave.

  Business Response

  Date: 03/25/2025

  Dear ******* Mangual *****,
  
  Thank you for contacting Quest Diagnostics regarding your recent date of service, I am sorry for any frustrations or incontinence this may have caused.
  If you would kindly confirm the dates and exact address of the patient service center you visited for further investigation.
  
  Sincerely,
  *********
  ************************************* Support Liaison

• Initial Complaint

  Date:03/21/2025

  Type:Billing 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 was double billed for a date of service (10/25/2024). I got two charges of the same amount ($14.09) on dates (2/13/2025, 2/14/2025). I have called Quest's billing department multiple times since February with no resolution. I have the bank statement to show that there's been a double charge on those dates!!

  Business Response

  Date: 03/25/2025

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

  Thank you for contacting Quest Diagnostics regarding your refund.
  

  Please know a refund in the amount of $14.09 has been processed,if you would kindly allow 2-3 days for you to see this reflect.
  

  I am sorry for the time and effort you have spent on having your concerns resolved.
  

  I appreciate the opportunity to respond.
  

  Sincerely,
  *********
  Sr. Quest Experience Support Liaison 

  Customer Answer

  Date: 03/28/2025

  [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 ********. I did receive a refund on the amount that was in the original complaint. 
  
  Regards,
  
  ********* ****

• Initial Complaint

  Date:03/21/2025

  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.

  They have been billing me wrong and harassing me with the wrong bill.And when they send me an email to look at the bill it asks for a password that doesn't work. Please correct this or just get rid of this silly bill that you incorrectly charged ***** one picks up the ******** one answers the email. I'm tired.Of the back and forth.

  Business Response

  Date: 04/11/2025

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

  I located invoice number ********** for your November 16, 2024, date of service showing the claim was processed by your insurance. Quest Diagnostics received a response from your insurance on February 5, 2025, stating the patient responsibility after processing the claim is $296.75.
  
  If you feel as though your insurance processed the claim incorrectly, please contact your insurance provider regarding the processing of the claim. 
  
  Sincerely,
  *********

  Customer Answer

  Date: 04/11/2025

  
  Complaint: 23099146
  
  I am rejecting this response because:
   You guys did this incorrectly
  
  
  Regards,
  
  ******* ********

  Business Response

  Date: 04/17/2025

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

  Please know invoice number ********** has been placed on a hold to allow time for you to speak with your insurance.
  
  Sincerely,
  *********

  Customer Answer

  Date: 04/21/2025

  
  Complaint: 23099146
  
  I am rejecting this response because:
  
  This has to stay open until it gets resolved and I'm speaking with insurance.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:03/20/2025

  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.

  I am filing a complaint against Quest Diagnostics regarding a recent blood work procedure I had at their *********, ** location. At no point was I informed that the company was out of network, which directly impacted my billing. According to Pennsylvanias consumer protection laws, companies like Quest Diagnostics have a legal obligation to inform patients of out-of-network status before services are rendered, especially when it may affect billing and payment.The lack of disclosure regarding their out-of-network status is a deceptive business practice. I was not given the opportunity to choose an in-network provider or make an informed decision about the costs of the services. This oversight has led to unexpected and unfair charges, and I am requesting the BBBs assistance in resolving this matter. For a resolution I am looking for the Quest to drop the bill.

  Business Response

  Date: 03/28/2025

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

  Thank you for contacting Quest Diagnostics regarding your January 25, 2025 date of service. 

  Quest Diagnostics does not process patient claims, therefore we are not able to determine if the testing will be covered or if the patient's insurance is in network.

  Please know patients have the opportunity to contact their insurance carrier prior to services to be advised whether or not the testing being ordered will be covered by their insurance plan. The insurance processes the claim according to the patients plan benefits and advises Quest Diagnostics what to bill the patient.

  Quest Diagnostics has not received a response from your insurance,the claim is still pending on the Quest Diagnostics side.

  Sincerely,
  *********
  ************************************* Support Liaison

  
  

• Initial Complaint

  Date:03/19/2025

  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.

  Quest Diagnostics is trying to bill me for a potentially insurance covered procedure. I have reached out to my insurance and confirmed that if Quest Diagnostics fix the code on their labs requests,- the insurance will cover lab work in full. I'm asking Quest Diagnostics to work together with a lab work requester to fix the insurance code in order to get this settled in the correct way.I would like to inform Quest Diagnostics that I'm not liable for a billing mistakes that is done either by a Quest Diagnostics or a lab requester and willing to submit a medical billing fraud with a appropriate agency if this wont get resolved. **********

  Business Response

  Date: 03/21/2025

  Dear ***** ******,
  
  Thank you for contacting Quest Diagnostics regarding your December 12, 2024, date of service.
  
  Please know that Quest Diagnostics only performs the services ordered, we do not process claims or diagnose patients. The insurance processed the claim leaving a co-insurance/deductible as the patient responsibility.
  
  Quest Diagnostics submitted the claim with the information provided by the ordering physician. If the ordering physician has additional information to provide, they may contact our billing department to provide the information for a corrected claim to be resubmitted to your insurance company.
  
  Sincerely,
  *********
  Sr.Quest Experience Support Liaison
  

  Customer Answer

  Date: 03/21/2025

  
  Complaint: 23085817
  
  I am rejecting this response because:
  
  please know that any preventative care is covered by my insurance and any billing errors are lab/carrier responsibility. Consumers are not responsible for a wrongful medical coding. 
  

  the lab claim was submitted by quest diagnostics and shall be fixed by QD.

  if not, please accept this written disagreement on bill responsibility and will get get paid/covered until QD fix the medical code. 
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 03/25/2025

  Dear ***** ******,
  
  If you feel as though the insurance processed the claim incorrectly, it is recommended you speak with your insurance directly as Quest Diagnostics does not process claims. 

  Should the ordering physician have any additional information to provide to have the claim resubmit they may contact our billing department at ************.
  
  Sincerely,
  *********
  ************************************* Support Liaison

• Initial Complaint

  Date:03/18/2025

  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.

  September ************************************************** September, but we showed the same amount of money still being taken out automatically from our bank account. I called after that happened two or three times I have talked to several different people and have sent emails two specific addresses that were provided to me with proof of their deductions, but I have had no one reach out or contact me since I first spoke with them in December. The last person I spoke with told me that it was in process and that it needed to go up the chain of command in order to credit the amount of money back. She gave me another specific email address to send in the January through now March deductions that Quest is taking out of our bank account. I have had no one reach out to me even though I've begged literally begged for someone to call me. Since this is an issue beyond a bill, when I call in I cannot speak with anyone without a bill number. The last person I spoke with was in February. I have done everything I possibly can following all of their steps jumping through all of their hoops sending the information to the appropriate email addresses, everything, yet they still continue to take that money out. They tell me it will be applied to my account eventually. But no one will call me back. I can't provide a reference number for the bill because it's not related to a bill, it's related to something going on in the back end of their system. I don't want to cancel the payments because they are technically going to Quest, but they continue to send immediate payment and delinquent account messages. I just want somebody to call me back. Even email me back. But nothing.

  Business Response

  Date: 03/21/2025

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

  Thank you for contacting Quest Diagnostics regarding your payment plan for your August 20, 2020 date of service.
  

  Please know, on March 18, 2025 a Quest Diagnostics customer ********************** billing representative processed the payments made that had not posted to invoice number **********. These payments posted to the invoice on March 19,2025.
  

  The invoice was also placed back on a payment plan hold while you make your monthly payments.
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  *********
  Sr. Quest Experience Support Liaison

  
  

• Initial Complaint

  Date:03/16/2025

  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.

  December 04 2023 Date of blood work ordered by ***** ********. She assured me the order was **vered by my ************* I have made at least 20 phone calls to them about this matter. Ive also written letters to them several times. They claim the insurance **mpany said I had **verage from another insurance **mpany also.(not the case)I also called my then insurance **mpany and agreed this was **vered. I was even on the line when the insurance **mpany called them. Quest has assured me several times that they will resubmit to insurance ** and disregard all bills. The last bill I received was very threading and claimed I have never made any attempt to resolve. I have spoken to them every month for over a year. The amount is $403.33 and the bill # is7810373040

  Business Response

  Date: 03/21/2025

  Dear ********* *****,

  Thank you for contacting Quest Diagnostics regarding your invoice.

  Please know that Quest Diagnostics has resubmitted your invoice from your December 4, 2023, date of service on five separate occasions.

  Quest Diagnostics continues to receive the response stating "other insurance is primary" leaving the balance the patient responsibility.

  If you feel as though your insurance has processed this claim incorrectly, please speak with your insurance. 

  Sincerely,

  Stephanie 

   

  Customer Answer

  Date: 04/01/2025

  
  Complaint: 23073059
  
  I am rejecting this response because:
  
  The response from Quest Diagnostics is untrue. I have contacted them by phone and Mail at least 10 times. I have called the insurance company several times also. I have been told by both parties that this is indeed covered by insurance. I had no other insurance coverage at the time. I should not be responsible if the ** said it was covered, the insurance company said it was covered and Quest at one time told me to ignore the bill. They recently send a threatening letter which I feel is harassment.

  
  

  Thank you

  ********* ***** ID ********
  

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

  Business Response

  Date: 04/15/2025

  Dear ********* *****,
  
  Quest Diagnostics continues to receive the response from your insurance stating "other insurance is primary" leaving the balance the patient responsibility.
  If you feel as though your insurance has processed this claim incorrectly, please speak with your insurance. 
  

  Sincerely,
  Stephanie 

• Initial Complaint

  Date:03/13/2025

  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.

  A bill was sent by Quest Diagnostics to a wrong address. I called to update, and they cannot update because the bill was sent to collections. When asked to update the address I was told no because they have no open cases. My email address is on file, but no communication was sent regarding this bill. Why can't I update my address to avoid bills being sent to collections.

  Business Response

  Date: 03/20/2025

  Dear ****** ******
  

  Thank you for contacting Quest Diagnostics regarding the
  July 5, 2023 date of service. I am sorry for any frustrations you may have
  experienced.
  

  Please know, since Quest Diagnostics is no longer actively
  collection on the debt we are not able to make any further updates to the
  demographics. We can place a note on the invoice regarding an updated address.
  

  I appreciate the opportunity to respond to your concerns.
  
  Sincerely,
  Stephanie  

  Customer Answer

  Date: 04/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I don’t think you understand the problem. You reply with asking to send a “paid invoice” to me. What address are you going to send to? The problem is I have no affiliation with your company and you have inaccurate information. Quest Diagnostics is refusing to update my address you have on file for my children. 
  
  
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 04/09/2025

  Dear ****** ******
  
  Please know that I do understand your concerns. Quest Diagnostics bills with the demographic and insurance information that is provided by the ordering physician. Should you or your children have future testing performed, please confirm that the ordering physician has the correct demographics for the patient. 

  Quest Diagnostics is not refusing to update the address information, patients do not have files with Quest Diagnostics with patient demographics. Each invoice created for the patient is created with the information on the requisition from the ordering physician.
  
  Sincerely,
  Stephanie