Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
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

Find a Location

Quest Diagnostics has 267 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 1,414 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:02/12/2025

      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 is billing me in the amount of $1,248.50. Quest was asked by 3 parties: myself, Anthem BCBS, and my referring physicians office to file a pre-authorization for the services so the insurance company could process the claim. Quest denied receiving any contact from insurance and simply stated (incorrectly) that I am responsible for the amount. In these cases, if the provider fails to follow protocols and file preauthorization, the client is NEVER responsible for payment. Telling me I was appeared to be deliberate misinformation and attempt to fraudulently collect additional money by coercing me into paying out of pocket. On 10/14/2024 I received the following message Thank you for contacting us. Your insurance carrier denied payment for the above referenced bill, indicating no authorization or referral was received prior to the services being performed. Please contact your insurance carrier if you have any questions. The amount due is your financial responsibility. It is the responsibility of Quest to submit an authorization or referral, it is NEVER the patients responsibility. Again, this appears like an attempt to fraudulently collect money from me. After months of numerous contacts from myself, Anthem BCBS and my doctors office, a referral was submitted. I have documentation that payment was sent from my insurer (Anthem BCBS) on or before 02/02/2025. I was told via email on 02/12/2025 that Quest had not received payment. However, I have a documented phone call on the same day between the insurer and Quest billing customer ********************** where they acknowledged receipt of payment from my insurer and that my responsibility was $0. Quest continues to deny any contact with my insurer and refuses to adjust the bill to the corrected amount of $0.

      Business Response

      Date: 02/13/2025

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

      Thank you for contacting Quest Diagnostics regarding invoice number ********** for your August 6, 2024, date of service.

      Please know that invoice number ********** has been updated to reflect a zero balance no patient responsibility. If you would please let me know if you would like for me to send an updated copy of your invoice to you.

      I am very sorry for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond.

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

      Customer Answer

      Date: 02/15/2025


      Complaint: 22934851

      I am rejecting this response because:

      While I appreciate that my balance has been corrected, six months is NOT an acceptable timeline to correct the billing amount. What is your plan to prevent this in the future? Why is your billing team routinely choosing not to submit pre-authorizations? What is your plan to prevent bill collectors/ organizations offering financial help from continuing to harass me? 


      Regards,

      ******** *********
    • Initial Complaint

      Date:02/06/2025

      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.
      On November 1, 2024 I had a blood test taken. On December 5, 2024 I received what I thought was a bill but was actually a receipt for $30.00 which Quest had collected from my auto pay account. I had a senior moment and actually went to the Quest website and paid the bill again creating a double bill payment. I called Quest billing on December 5th to report the double payment and they said they would refund the $30.00 over payment to my card in around ten business days. I have called five times in the past two months and each time I was given the run around and was told the refund process was 6 weeks long on average. So, here we are, exactly 9 weeks from my initial call and still no refund. I refuse to give up.

      Business Response

      Date: 02/06/2025

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

      Thank you for contacting Quest Diagnostics regarding your refund of $30.00. I am sorry for any frustration or inconvenience this may have caused.

      Please know that I see you spoke with a billing representative today who advised that the $30.00 credit card refund has been approved. If you would kindly allow time for the $30.00 refund to reflect.

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

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

      Customer Answer

      Date: 02/11/2025

      [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:02/05/2025

      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 DIAGNOSTIC CENTER IS THE WORSE GHETTO FACILITY IN LL OF **********- I SCHEDULED AN ONLINE APPOINTMENT AND NO ONE CAME OUT TO CALL UPON ME TO RECIEVE MY PROCEDURE FOR OVER 40 MINUTES AFTER THE SCHEDULED APPOINTMENT TIME. THE FACILITY PERSONS WHO I CAN NOT CALL PROFESSIONALS - LAUGHED LIKE WILD HYENAS WHILE THE PATIENTS WAITED PATIENTLY OUTSIDE- THERE WAS NO WAYTO INITIATE ANY FORM OF ASSISTANCE EVEN THROUGH TELEPHONE QUEST CAN NOT BE CONTACTED AS EVER OPTION LEADS TO A PRE- RECORDED MESSAGE OR JUST FLAT OUT HANGS UP THE CALL NEVER AGAIN QUEST- YOUR TACKY BUSINESS ETHICS WILL NEVER GET ANY MORE OF MY TIME CONSUMER BEWARE!

      Business Response

      Date: 02/06/2025

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

      Thank you for contacting Quest Diagnostics regarding your recent visit.

      I am sorry for the less than excellent customer ********************** you experienced and the frustration this has caused. We stress customer care, and I apologize that you did not receive the quality of care that should be expected.

      Please be assured that we take 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 counsel, coaching, re-education,or re-training.  

      If you would kindly provide me with the exact address of the patient service center visited and the date of service for further investigation.

      I appreciate the opportunity to respond to your concerns.

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

      Customer Answer

      Date: 02/06/2025


      Complaint: 22893149

      I am rejecting this response because: Thank you for your attention to this issue:  ************************************************************** appt 1:10PM 2/3/2025



      Regards,

      ***** *****

      Business Response

      Date: 02/10/2025

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

      Thank you for providing me the address, I am very sorry to ask but would you please provide me the Suite of the location you visited. I want to ensure I have this investigated with the right location. 

      I appreciate the opportunity to respond to your concerns.

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

      Customer Answer

      Date: 02/12/2025


      Complaint: 22893149

      I am rejecting this response because:  *******************, Ste 1775 *******, GA 30308



      Regards,

      ***** *****

      Business Response

      Date: 02/26/2025

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

      Thank you for providing the location address for further investigation. Please allow time for the senior management team to investigate and address your concerns. 

      Sincerely,

      Stephanie 

      Customer Answer

      Date: 02/26/2025


      Complaint: 22893149

      I am rejecting this response because: I THINK YOU ARE STALLING BUT -np- I WILL STAY ACTIVE WITH THIS COMPLAINT



      Regards,

      ***** *****

      Business Response

      Date: 02/27/2025

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

      I am sorry that you feel as though we are stalling on your investigation, but I appreciate you allowing us more time.

      Sincerely,
      Stephanie 

      Customer Answer

      Date: 03/06/2025


      Complaint: 22893149

      I am rejecting this response because:  Time is money, and I wasted my time with my experience at that particular facility.  Honestly, I understand your position in trying to handle this situation and I also respect the diligence that you are taking on- this situation infuriated me to this point, so I am hoping that it is truly addressed and the employees that are employed at that facility are re-trained to incorporate ethical behavior, and professional etiquette.



      Regards,

      ***** *****
    • Initial Complaint

      Date:02/04/2025

      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.
      There has been a dispute with Covered CA to cover these charges for over a year. Despite a clerical error by ANTHEM they were listed as my primary which they were not. I had moved to WA and sent letters, copy of my lease and drivers license to prove I was not in **. *************** would pay if I got confirmation they were not my primary at the time of service. They (Anthem)gave me the run around. So I filed several complaints with ins agencies which also redirected me. Finally contacted CA Managed Health and filed a complaint, repeated situation. They would not provide a letter stating they were not my primary, which would mean they were. Yet, also stated they were not responsible for the bill. Which, they were if they agree they are the primary. I have made numerous attempts to contact Quest since Dec 1. The phone numbers on the website says BILLING INQ. But sends me to a lab results! I tried to pay my bill without the bill number. After entering all the information it goes to verify and then redirects to the previous page. AND NOW I AM IN COLLECTIONS.I want to be removed from collections and a payment arrangement made as I requested via their email customer **********************.

      Business Response

      Date: 02/06/2025

      Dear ******** ******,

      Thank you for contacting Quest Diagnostics regarding your invoice. 

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

      I appreciate the opportunity to respond.

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

      Customer Answer

      Date: 02/06/2025


      Better Business Bureau:

      ***** resolved the issue.
      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:02/01/2025

      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.
      I am completely tired of this business. Here i am trying to login to get my blood results and first , password incorrect , no way, second i am trying to reset my password requested it 4 times and no reply to reset it. All the time they bull. I let them know my coverage pays for hese blood works and i have all right to see them online. Also the doctor takes 4 months etc to call me on my blood testg . I need access to my blood tgest NOW pleasle contact them and tell them i have no patients for them, and that is very unprofessional TIRED OF THEM

      Business Response

      Date: 02/11/2025

      Dear ******* *******,

      Thank you for contacting Quest Diagnostics regarding your concerns. I am very sorry for all the frustrations you have experienced.

      Regarding your MyQuest account, would you please provide me with the email address your MyQuest account is under so that I can have this further investigated with the MyQuest team?

      I appreciate the opportunity to respond to your concerns. 

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

    • Initial Complaint

      Date:01/31/2025

      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.
      In November 2024, i had blood tests at Quest Diagnostics,********. Now Quest demands the paiment for bill because they were not paid by *****. Quest overcharges for test as much as 5-7 times. My attempts to resolve issue with providing proper ICD 10 codes were not accepted, because Quest states they system does not accept these codes. Before I had my blood drawn, I have confirmed with Quest technician that ALL test would be covered with my insurance. *************** explains nonpayment by INVESTIGATIONAL NATURE OF THE TEST. All my attemps to submit the iformation from *** ot ******** CPT codes and Medica=re ICD codes lists were dismissed without explanation. I have impression that Quiest and AETNA have been using their own guidlines for payments or denials of payments. Quest submit super overcharged bills to ***** and accepting minimal payments, as we can see on a bill. However, for the clients without medical coverage, Quest charges several hundred dollars for same panel which in reality costs less than $****** comnplaint is filed for the reason of proper investigation of all discrepancies for payment between quest and insurance company. I a customer has ********************** insurance, we are expecting to have coverage for our medical needs. Our ******** Advantage Plann receives money from federal goverment and suppose to spend them for good members care, including payments to Quest etc. Quest must charge reasonable prices for its service and look for price list from other labs, for example All Lab tests now who chares for the same lab panel around $100 and have their tests performed in QUEST!!!!!?????Also I want this information to be used by other people to know what happens in our healthcare system

      Business Response

      Date: 02/03/2025

      Dear ********* Fine,

      Thank you for contacting Quest Diagnostics regarding your November 2024 date of service.

      If you would please provide me with the invoice number for further investigation. 

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

    • Initial Complaint

      Date:01/30/2025

      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.
      I have regular blood draws done through Quest. Each draw I provide my primary and secondary insurance to the phlebotomist, and I see it entered. Despite this, I continue to receive bills after only my primary is billed. Bill # ********** and ********** should be billed to my secondary insurance, ********* which is Anthem HIP, Member ID ************. There will be additional bills generated today for which I would love to not have to file another complaint.

      Business Response

      Date: 02/10/2025

      Dear ****** ***,

      Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your invoice. 

      Please know our billing system does not store secondary insurance information. A secondary carrier will not be billed automatically. After the primary carrier processes the claim and determines patient responsibility you would receive an invoice and then contact the billing team at Quest on the number on your invoice for us to submit a claim.

      Please disregard the invoice you have received as the claim is now being billed to your secondary insurance.

      You may contact the billing department at ************ for future invoices to process your claim to the secondary insurance. 

      I appreciate the opportunity to respond to your concerns.

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

    • Initial Complaint

      Date:01/28/2025

      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.
      Quest Diagnostic has repeatedly failed to submit a claim for $286.84 to my health insurance carrier in spite of the fact that I have contacted them on four occasions. They have now sent the bill to collections with Credit Collections Services, ***************************. I am also filing a complaint against them for mailing threatening letters to my home.I am asking for Quest Diagnostics to submit the claim to my insurance for payment and to remove from my credit report.

      Business Response

      Date: 01/29/2025

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

      Thank you for contacting Quest Diagnostics regarding invoice number **********.

      Please know your November 22, 2024 date of service in the amount of $214.54 was billed to the insurance, who processed the claim. Your insurance processed the claim with a co-insurance deductible patient responsibility of $8.83. This invoice is not in collections.

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

      Customer Answer

      Date: 01/29/2025


      Complaint: 22869267

      I am rejecting this response because:

      The bill that I received from Credit Collections Services dated 1/11/25 states December  10, 2022 in the amount of $266.84. Credit Collections Services should be notified that it is incorrect so that this can be corrected and they stop sending  collection  letters.

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       




      Regards,

      ***** *********

      Business Response

      Date: 02/03/2025

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

      The notice you are receiving is fora December 10, 2022, date of service. The billed amount was $958.06, your insurance processed the claim stating the patient responsibility is $266.84. 

      Sincerely,
      *********
      Sr. Quest Experience Support Liaison 
    • Initial Complaint

      Date:01/28/2025

      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.
      Jan. 15, 2025 amount ****** ******************************** results were refused to be released, please refund Thank you

      Business Response

      Date: 01/29/2025

      Dear ****** *******,

      Thank you for contacting Quest Diagnostics regarding your Quest Health testing.

      If you would please provide me with your order number for further investigation. 

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

    • Initial Complaint

      Date:01/28/2025

      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.
      Note: This is the second time this has happened in the past two months. I was once again at the Quest Laboratories located at ************************************************ where I have had my blood drawn for the past 2 years or more. Same schedule and have had zero issues until a couple months ago. The last two appointments have fallen short because critical tests were missing. My physician's nurse has had to contact Quest for missing test results only to find out that the tests were not done, but they were on the orders submitted. Just this morning, I went back to the Quest to let them know that it happened again and was told to "make an appointment or go to another facility" because they have no walk-ins. What an inconvenience. They made the error, but I have to miss my critical results due to their error. This can be an issue for the courts as we rely on results AND WE PAY FOR THE TESTS. I was told that there is no supervisor onsite and could not escalate the complaint. I have tried numerous times to reach someone at Quest's contact phone, but no live person available. I am forced to take my business to another provider.

      Business Response

      Date: 01/29/2025

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

      Thank you for contacting Quest Diagnostics regarding your concerns regarding your recent dates of service. I am sorry for any frustration or inconvenience this has caused.

      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 or corrective action when an area is identified as needing improvement or an employee in need of counsel, coaching,re-education, or re-training.

      Thank you for providing me with the location you visited If you would kindly provide me with the two dates of service and the name of the ordering physician for the orders for further investigation.

      I appreciate the opportunity to respond to your concerns.

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

      Customer Answer

      Date: 01/29/2025


      Complaint: 22866832

      In response to your questions:

      The dates were: December 20, 2024 and January 24, 2025 (Same phlebotomist on both visits). The medical doctor is Dr. ****** T. ***** of Cleveland Clinic ******* (******).

      Regards,

      ******** ****

      Business Response

      Date: 02/06/2025

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

      Thank you for providing me with the dates of service. Please know the senior management team of the Okeechobee patient service center has reviewed your concerns.

      We see that there are orders in our system for you, **** the site supervisor would like to know if you would like to return to have the testing performed. If you would please let me know and either **** or I will set that up for you. 

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

      Customer Answer

      Date: 02/12/2025

      [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,

      ******** ****

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.