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
Resources for Businesses My BBB
Share
Business Profile

Medical Lab and Testing

Quest Diagnostics-Barterton

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Lab and Testing.

Complaints

This profile includes complaints for Quest Diagnostics-Barterton's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Quest Diagnostics-Barterton has 14 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.

    Please enter a valid location.

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint 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:11/25/2024

      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 to formally file a complaint against Quest Diagnostics regarding their billing practices, which have caused me significant frustration and financial concern over the past year. I am covered under my spouse's GEHA Medical Insurance, and Quest is designated as the local provider for lab work due to a direct relationship with GEHA. Despite my efforts to use Quest Diagnostics as instructed, they have repeatedly failed to bill my insurance correctly. Each time I received lab services, I presented my insurance card, which clearly indicates my coverage. However, for the past year, Quest has not billed GEHA, despite assurances from GEHA that they cover lab services with zero copay. I have attempted to resolve this issue through multiple channels: 1. I have contacted Quest Diagnostics' customer service on seven separate occasions. 2. I have participated in several three-way calls with GEHA and Quest’s representatives. 3. I have sent written correspondence to both the Corporate Office and the Billing Department at Quest. 4. I escalated my concerns to a supervisor within Quest's customer service team. Regrettably, none of these efforts has led to a resolution. Each time I have been assured that my insurance would be billed correctly, yet I continue to receive surprise bills and inadequate customer service. GEHA has confirmed multiple times that my insurance covers lab services without any copay, yet Quest Diagnostics has not acted in accordance with this information. Given these ongoing issues, I strongly advise other GEHA members to approach Quest Diagnostics cautiously. The billing problems and lack of competent customer service can lead to unexpected financial liabilities and stress. I hope that bringing this issue to your attention will prompt an investigation into Quest Diagnostics’ billing practices, particularly regarding their interactions with GEHA Medical Insurance. Thank you for your assistance in addressing this matter.

    • Initial Complaint

      Date:09/20/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Labcare PLUS sent a bill to collections. I have no idea where this bill came from. I have multiple accounts and receipts of me paying Labcare plus ***** (which is the amount that was sent to collections). I do not have a bill for the date they are saying in April though. Nothing was sent to me in the mail from Labcare and then I get something from collections. I have never in my life missed a payment or had something sent to collections, my credit is also over 800 so I am not sure how this happened. This is NOT the first time I have been penalized due to Labcare's incompetence. Last year there was a whole fiasco with my insurance company because Labcare billed them twice for the same service. Labcare has also sent bills to an old address of mine despite me calling them and changing my address.

      Business Response

      Date: 09/22/2022

      LabCare PLUS used the home address supplied by this patient's provider and matches the information above.  This information was forwarded to our billing company Quadax who has documented that four (4) statements were sent to the address above on 4/22/2022,  5/23/2022, 6/23/2022 and 7/25/2022, each for *****, after no response from the patient, it was turned over to collections on 8/24/2022.  The patient eludes to paying *****, but that is not what the ******************* is referring to as it is for *****.  As far as her other issues, I would need specific dates of service in order to investigate.  But in the case above, I could find no lapses in service.  If I can be of further assistance, please don't hesitate in reaching out to me.  *************************

      Customer Answer

      Date: 09/27/2022

       I am rejecting this response because:

      I did not receive any of the communications they are talking about. I will now need to dispute with credit reporting because of your incompetence. *****, i received zero communication regarding this charge and believe i am being scammed 

      Business Response

      Date: 09/30/2022

      We are sorry this patient has had a negative experience, so we have placed these claims on "hold"  until they have been paid as per information from the billing company (Quadax) verified that they sent statements to the  address we were provided on the orders from her doctor, with no returned mail.  FCI, (the collections agency we use for this purpose), verifies that these claims have not been reported to any ************* and should not reflect negatively on her credit report. Ticket ****** has a balance owed of ***** and Ticket number ****** has a balance owed of *****. If this patient has verification of paying either of these, please have her call the number appearing on her statement so it can be rectified.  Thank You,

    Quest Diagnostics-Barterton is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    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.