Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Fraudulent billing by Quest. Keep sending bills that my insurance ******** and secondary insurance Cigna say I do not owe. Have called several times about the bills and had a tech resubmit them. Now I see one was sent to collections Quest cannot charge for bills that Insurance says I do not owe. Please remove the balances from the following bills and remove the one sent to collections ASAP.1. ********** ************ ************ 4.********** (wrongfully sent to Collections)5. **********

  Business response

  01/24/2025

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

  Thank you for contacting Quest Diagnostics regarding your invoices. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  

  Please know that all your invoices including the ones you provided have been reviewed. There is no further balance due to Quest Diagnostics,please disregard the invoices that you have received.
  

  Again, I apologize for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond.
  

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

  Customer response

  01/25/2025

  [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.  However please ensure that all future bills are processed according to the law. 
  
  Regards,
  
  **** ********

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Because of poor corporate management these facilities are becoming a place of inefficient service. The people working are being pushed into quitting and or are stressed beyond belief. People are waiting for long periods and then finding thy have been missed. The time with patients is cut by these corporate bozos and have no Idea what they are doing with the time management of the over worked employees. Running healthcare like a business with mandated set time allotment is a plan for mistakes and I assume the turnover in these places are many as the employees are not able to take lunch or brakes. Corporate management ***** . The workers are great and also patient with people. The crappy sign in tablets are junk and need to be replaced, the place is dimly lit and dirty.. *********** has to change in this country .Corporations are destroying it. Less bean counters and more service!!!!!!!!

  Business response

  01/23/2025

  Dear **** Assisi,
  
  Thank you for contacting Quest Diagnostics regarding your concerns. I appreciate you taking the time to contact us.
  
  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.

  If you would kindly provide me with the exact address of the Quest Diagnostics locations, you are referencing so that I can have this further investigated.
  
  Hearing from our customers helps us to ensure that we provide excellent customer ********************** as ********************* are the center of everything we do.Thank you for your feedback, I can assure you that it will be used to improve the customer experience at the collections site.
  
  As a valued customer, we hope you will continue to use Quest Diagnostics in the future.
  
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison 

• Initial Complaint

  01/15/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I arrived early for an appointment and checked in via the kiosk. (The location I went to does not have any front-facing staff.) My name appeared with the others on the screen showing those in checked-in. The TV that is in the waiting room, the website, and the customer ********************** line all advertise that "Scheduled appointments are strongly encouraged and will receive priority." Three walk-in customers who went to the kiosk and two customers who just pounded on the door received service before I did. (I know the walk-ins because they appear on the same screen and because the last two told me.) I called customer ********************** after the first three, and they assured me they were sending a message to the supervisor; nothing changed. One lab tech came out and questioned why I had been there so long, I told her I was on the list and waiting, she assured me she would be right back, and then she averted eye contact with me every time she came back out to get someone else. I chose not to confront her. I called customer ********************** again after the fifth person was served before me, and I was told by an agent "that there system was making them do it." This was the exact same response I got when I was eventually taken back to the lab. The tech told me that the computer system DOES NOT PRIORITIZE appointments, but rather puts walk-ins in the queue before appointment holders routinely. At the end, I did ask for a call back from the customer ********************** team and I have not heard from them.

  Business response

  01/20/2025

  Dear ***** *****,
  
  Thank you for contacting Quest Diagnostics regarding your most recent visit. I am sorry for the less than excellent customer ********************** you experienced and the frustration 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 corrective action when an area is identified as needing improvement or an employee in need of re-education or re-training. 
  
  If you would kindly provide me with the following information for further investigation:
  
  - The exact address of the Quest Diagnostics patient service center visited
  - Date of service and appointment time

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

  Customer response

  01/20/2025

  
  Complaint: 22817031
  
  I am rejecting this response because it is not yet resolved.

  In response to the requests made by the Quest representative, the location was ******************************************. My appointment was January 15, 2025 at 2:10pm CT.

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

  Business response

  01/24/2025

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

  Thank you for providing me with the date of service and location you visited. 
  

  Please know that the senior management team of the location has thoroughly investigated your concerns. Our Quest Diagnostics patient service center system bases selection on appointment patients who have checked in. 
  

  Our check-in shows that you checked in at 12:26p for a 2:10p appointment, because you chose to sign in early for your selected appointment it registered you as a walk-in appointment. Due to the system registering you as a walk-in, walk-ins are worked into the schedule based on the number of appointment patients that are checked in, in the moment. 
  

  You can find more information on our appointment scheduling website FAQ section at: **********************************************************************************************************************;
  

  Again, I apologize for any frustrations or inconvenience this caused. 
  

  Sincerely,
  *********
  

  
  

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Quest offered mobile services at my home for a critical blood draw of a specific medication level of which i have a standing order for. They use exam one co. There is not sufficient communication between the two. Exam one could not retrieve my standing order for the level which is in the computer. The employee came to draw my blood for nothing. She couldnt do it because of no access to order. Horrible service. Should not offer mobile services if it cant be done

  Business response

  01/20/2025

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

  Thank you contacting Quest Diagnostics regarding mobile phlebotomy services.

  If you would kindly provide the patients date of birth and the date of service the mobile draw was scheduled for, for further investigation.

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

  
  

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 3, 2025, I came to the Quest Lab located at *** **** ******* ***** ****** ****** *** ****** for my appointment at 8:00 am, to get my blood drawn. The person who drew my blood there is named KIM. I watched as she got about 3 tubes of my blood. I gave them some urine in a cup also. I gave them my lab request, which I got from my doctor. On January 10, 2025, I went to my doctor's appointment. I was told that they had not gotten my lab results from Quest. Melissa called the Quest location, and was told that someone from that Quest office would be faxing over the results in 15 minutes. The lab report was never faxed over. We waited for some time, as my lab results were needed to complete my doctor's visit. The doctor's office made an appointment for me to come back on January 13, 2025 at 11:30, hoping that my lab report would have been faxed over by then. I went to my doctor's office, and still no lab report. Melissa from the doctor's office called the Quest location again and was told that I was not there on January 3, 2025 for my appointment at that Quest office, and there were no tests done. I went over to that Quest Lab location and spoke to Scarlet. Scarlet looked up my account and showed me on the computer screen that I had indeed been there, and got my blood drawn. She saw that my results had been put on hold, and went to talk to KIM, the person who drew my blood. Scarlet said that my blood had coagulated, and the blood was bright red. Because of this, the blood was not tested. Kim told me that she called on January 10, 2025 to let me know what happened with my blood test. I never saw any text messages, emails, or got any voice mails from Kim informing me of what happened. I need to know why she didn't just contact me on January 3, 2025. And, what did she do with my blood, if she couldn't run any tests on them. She got about 3 vials of blood. Were the 3 vials of blood all not useful to run any of the tests?

  Business response

  01/20/2025

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

  Thank you for contacting Quest Diagnostics about your January 3, 2025 date of service.          
  

  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.  
  

  The Ormond Beach management team thoroughly investigated your concerns. ********* ******* order has been placed back on hold and Melissa, the manager of the doctor’s office has been contacted to see what further needed to be accomplished. 
  

  The phlebotomist has been retrained on how to communicate with patients properly and thoroughly
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  Stephanie
  Sr. Quest Experience Support Liaison

  
  

  Customer response

  01/20/2025

  [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

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have to get blood work every 3-6 months since 2022. I use Quest Diagnostics since that is who is in network with my primary insurance. I have a secondary insurance through *******. However, ******* is saying they have not received any claims from Quest Diagnostics at all. Quest Diagnostics has now submitted my claims to collections and is illegally balance billing me. I have called both Quest Diagnostics and ******* and have had multiple three way calls and no one can tell me why my claims are being sent to ******* but ******* has not received any claims. I called again this morning because I am due to have blood work next week and if I cannot get the blood work I cannot receive my required medications. I spoke with Jeffery R ID *** at Quest Diagnostics. He reviewed my notes and acted as if I was lying about having multiple calls with both companies. He eventually hung up on me stating that the call would disconnect soon since it had been so long. I have worked as a customer service representative and I have been on hold for hours and my calls don’t just disconnect even when the rep is not on hold. I was on hold with *******, not him. I have done all that I could to get this situation figured out and my next option will be to contact an attorney if this is not resolved quickly and accurately. There are at least 4 claims that have been submitted to collections but also some that have not been submitted. I don’t get unnecessary blood work, the blood work I get done is required by my providers.

  Business response

  01/16/2025

  Dear ***** ******
  
  Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your billing your secondary insurance.
  

  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.
  

  Invoice number ********** for date of service August 12, 2024 and invoice number ********** for date of service May 1, 2024 has been placed on a hold and a secondary claim has been filed to *******. There are no other open invoices for ***** ******
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  Stephanie
  Sr. Quest Experience Support Liaison

  Customer response

  01/16/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I was aware that secondary is not stored on file. I have been providing my secondary insurance for claims since 2022. However nothing has ever been resolved. I was told yesterday that there were 4 invoices that are in collections. These obviously should not be in collections since they were never sent to my secondary/my secondary never received them. 
  
  
  Regards,
  
  ***** *****

  Business response

  01/17/2025

  Dear ***** ******
  
  Please know the accounts has been removed from collections and the invoice reflects no patient responsibility.
  
  Sincerely,
  Stephanie
  Sr. Quest Experience Support Liaison

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem is, you cant receive any kind of service over the phone or ask questions that are important to accomplish getting tests done that are ordered by a Dr. ** be completed. Nobody answers the phone. When you call it gives you a long uninformative message and then hangs up. I called within the business hours and couldn't get to speak to anyone regarding my concern. Something needs to be done about this issue especially when it's related to someone's health condition or the necessary Drs orders for tests to be completed for health concerns of patients.

  Business response

  01/16/2025

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

  Thank you for contacting Quest Diagnostics regarding your testing.
  

  Would you kindly provide me additional details regarding your concerns. Do you need assistance with testing that needs to be performed or testing that has already been performed? If it was recent testing, would you kindly provide the date of service, and the exact Quest Diagnostics location visited.
  

  I appreciate the opportunity to respond to your concerns.
  

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

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I receive lab work on a regular basis and Quest is supposed to bill my insurance before charging me any remaining cost. I have both a primary and a secondary insurance. Quest only runs my primary insurance and not my secondary insurance. Whenever I receive a bill for payment, the price is higher than it should be because they do not run it through both my primary and my secondary insurance, they only run my primary insurance. I have contacted Quest about this many times. Every time I receive a bill, I call and/or email Quest to tell them to run both my primary and my secondary insurance. Each time I have called, the representative has told me that they will run the expense through both insurances and send me another bill. They have only once billed my secondary insurance. It was billed under the wrong name and by the time it was corrected, it was past the claims deadline and I was informed by my secondary insurance provider that I am not responsible for paying since Quest missed the claim deadline. Other than this one time, Quest has never billed my secondary insurance, so every time I receive a bill, it is incorrect and is for more than I should be charged.The bill I received today was for an original service date of November 10, 2022. I have been contacting Quest every time I receive a bill for over two years now and they have never fixed the problem. When I call Quest, they sometimes say that they have my secondary insurance on file and will run the bill through again. Other times they tell me they do not have record of my secondary insurance so I give them the information. I have done this both over the phone and via email. I need Quest to add my secondary insurance to my account and bill it properly for all past bills and any future bills.

  Business response

  01/16/2025

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

  Thank you for contacting Quest Diagnostics regarding your invoice.
  

  Please know that on January 16, 2025 a billing representative submitted a claim to your secondary insurance for your November 10, 2022 date of service.
  

  Invoice number ********** has been placed on a hold to allow time for Quest Diagnostics to receive a response from your secondary insurance.
  

  I appreciate the opportunity to respond to your concerns.
  

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

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Re: Bill # ********** My wife had lab work done 8/12/24 at the local Quest lab in Zanesville Ohio. The order was from a telehealth provider Gretchen J**** Quest Diagnostics #********. Quest billed ****** using the incorrect provider, Gretchen J**** # ********* Also, it says "Quest Diagnostic ventures" which I have never seen before. This caused it to be billed out of network. In the past she has used this same lab in Zanesville Ohio with the same telehealth provider and lab orders with no issue being covered in network . At the time she called Quest customer service to give the correct provider to bill so this could be re-submitted. The person on the phone was dismissive, rude and seemed to intentionally refuse to help with this simple issue. At this point I called ******. After a brief discussion ****** immediately recognized the issue and said that they would call Quest and resolve the issue and that it would be no problem. After we got another bill from Quest, we recontacted ******. During this phone call myself and the ****** representative had great difficulty getting a response from Quest, and didn't understand why Quest had not corrected the issue. This is not the first time we have experienced this issue with Quest . In the past they have used other incorrect Grethen J****' (# ********* in January 2023 and ******** on Dec 15th 2022) which were approved in Network, and always under "Quest Diagnostics INC" not "Quest Ventures". In all of these instances the correct Providers address was at the top of the written order. We have made several good faith attempts to resolve this issue. The issue seems apparent, and that Quest has not responded in good faith. The fact is these labs are covered under our insurance, Quest labs is in our network (when billed correctly) and thus we do not owe, and will not pay this bill as is. This has cost us a considerable amount of time and frustration. Please take responsibility for this error. ******* ****** **

  Business response

  01/08/2025

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

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

  After reviewing the explanation of benefits for the August 12, 2024 date of service, I have updated the invoice to reflect a zero-patient responsibility. Please allow 24-48 hours for the invoice to reflect a zero balance.
  

  Again, I apologize for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  Stephanie
  Sr. Quest Experience Support Liaison

  Customer response

  01/13/2025

  [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

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I submitted for my records from this company. And they sent me a letter saying my information is not valid. I have submitted the accurate information. I don't know if they are Sonora quest as well as quest diagnostic but I have my blood drawn at quest diagnostic. I need assistance in speaking with someone because I need these records before the 14th of this month. I need assistance in connecting with management to get these records.

  Business response

  01/08/2025

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

  Thank you for contacting Quest Diagnostics.

  If you would kindly provide me with additional information regarding what the records are for and who you have submitted the records to. 

  If you would also attach the letter stating your information was not valid for further investigation.

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

*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. ↩