ComplaintsforQuest Diagnostics

Medical Lab and Testing

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was given a specimen kit at my doctors office, I was instructed to fill the specimen container and drop it off. In all of the paperwork I was given I was never notified that I needed an app to drop it off. There was no one to ask any questions as the only form of communication is through the iPads. I was then told to was 40 minutes for someone to take the sample. I thought I could just drop it off, and go to my appointment that was 15 minutes away. The only way to talk to a human was to wait until another patient left and I walked in and was rudely met by 2 employees. Had there been a human i could drop off the specimen it would have been easier, there was nothing on any of the paperwork given to me by my doctor that I needed and appointment to drop it off. The kiosk is absolutely horrendous to use, none of the options were suitable and when that happens there is no one to speak with, I will do my best to never use quest but unfortunately quest has a monopoly on labs.please think about having a person in the waiting room to assist with the kiosks and to answer questions. It would have saved me a whole lot of trouble, frustration and time
Business response
07/03/2024
Thank you for contacting Quest Diagnostics regarding ********************* concerns. I apologize for any inconvenience they have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

Quest Diagnostics does not require appointments to drop off a specimen kit. However, it is strongly encouraged and will receive priority. Our patient service centers do not have a receptionist on staff. The kiosk check in allows patients to indicate the reason for their visit. It does have an option for patients to indicate they are there to drop off a specimen. The kiosk also has a help option for when a patient may need assistance.

Thank you for bringing this matter to our attention. I appreciate the opportunity to respond to ********************* concerns and apologize again for their frustration. If you have any questions,please feel free to contact me directly.
Initial Complaint
06/27/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
They keep sending me mail/bills for a ********************* who has NEVER lived at my address. I put return to sender does not live here but apparently they cant read or dont care. I want this mail to stop. I call and the call either hangs up or says they are not available. I want it stopped now!
Business response
07/09/2024
Thank you for contacting Quest Diagnostics regarding ***************************. I apologize for any inconvenience they have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

Please be assured that we take patient contacts very seriously. It is the policy of Quest Diagnostics to thoroughly investigate each complaint.

After review of the patients privacy concerns, we have removed the incorrect information. There should not be any incorrect invoices being mailed going forward.

Thank you for bringing this matter to our attention. I appreciate the opportunity to respond to ***************************** concerns. If you have any questions, please feel free to contact me directly.
Customer response
07/09/2024
[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
06/20/2024
Complaint Type:
Product Issues
Status:
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.
I request a refund and for DLO to address a severe breach of confidentiality concerning my recent transactions with your facility.On May 30, 2024, I placed an order (Order number: QST-*******) for blood work at your location (*******************************************) scheduled for May 21, 2024. Despite the passage of two weeks, I did not receive the results. The lack of communication from your team compelled me to seek services from another facility. I request a full refund of the $215.00 paid.Additionally, on June 10, 2024, I received an email from your facility containing protected medical information of another patient, *************************** ************************** This email included sensitive details such as his test results and personal data. Shortly after, an Outlook recall attempt was made, which does not function across external email services, indicating a lack of training and understanding of basic email operations among your staff.This unauthorized disclosure of PMI violates legal standards and compromises patient trust. I'm concerned that my medical results may have been similarly mishandled or disclosed. I require immediate confirmation of whether my personal medical information was sent to **************** or any other unauthorized party.Should this issue not be resolved promptly by refunding the $215.00 and providing a clear response regarding the data breach, I will be compelled to escalate the matter through appropriate legal channels, including reporting the incident to regulatory authorities responsible for overseeing medical data privacy.
Business response
07/11/2024
Please be advised that this case is still being investigated. As soon as it's completed, I will provide a formal response to the BBB. Thank you.
Initial Complaint
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have had several blood test at Quest Diagnostics. On 6/14/2024, I had several tests done in ******, ******* for my Rhuematologist. On 6/17/2024 I had more complex tests performed for my Primary in ***********. The results for 6/17/2024 came back almost immediately. My Rhuematologist nor I received test results for the 6/14 test even though I received an email saying they were ready, but no attachment. I requested online the results, but they sent me the 6/17 results again. Since the 6/14 test results are specific to my disease, I desperately need those. So, I attempted MULTIPLE times to call Quest. One ************, but the wait time kept increasing as I waited twice for over 40 minutes. The same thing happened with ************. I tried several different times a day. There is NO ONE answering their phones!!!! So, I am MISSING A LAB test that I am presuming was completely lost by inept employees since they were training someone at the ***************. Now, I have to go back to my doctor and get her to send me another test request even though my INSURANCE PAID for one I never received. I will let them request the money from Quest. From now on, I will be using LabCorp. At least you get a HUMAN when you call them! HORRIBLE CUSTOMER **********************!
Business response
06/21/2024
Dear *********************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your results. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Please know that your June 14, 2024 testing was reported and delivered successfully to the ordering physician ************************ on June 17,2024. For you to view the results in your MyQuest patient portal you will need to update the address on the patient portal or verify that the home address on the lab order belongs to you.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My autistic sons labs were drawn a week ago . Hes 9 with a failing liver. It was extremely hard and taxing to get him to the Baptist south lab on ******************* in ************. Hes paranoid over blood tests. They tested for about 18 tests all for his failing liver. Quest is now saying only two tests were ever received. I spoke to the head of the baptist south lab who assured me all *********** were sent to Quest and they have them. This has been h*** waiting on results and trying to get them in the first place from my autistic son Im devastated no one can find his labs
Business response
06/20/2024
Dear ***********************,
Thank you for contacting Quest Diagnostics regarding ****** recent visit. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
If you would kindly provide me the following information for further investigation:
Patient date of birth
Date of service
Physician name and fax number
Exact address of Quest Diagnostics location visited
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer response
06/20/2024

Complaint: 21867250

I am rejecting this response because:
no answers were given. A little autistic boy has to go through his worst nightmare again. Hes challenging to draw blood on they often have to go through his feet. How dare Quest lose labs on kids especially autistic ones. Just seems so cruel and negligent!
patient - ********************* - my son
date of birth -9/5/14
date of service 6/12/24
address of lab - Medical Office, ************************************************************
************************** - pediatric liver Dr ********************************** style="font-size: *****rem; -webkit-text-size-adjust: 100%;">Regards,

***********************
Business response
07/03/2024
Dear ***********************,
Following the investigation, some of the testing that were ordered by *************************** were not able to be performed with the specimen that was received. ****** physician has been notified, if you have any further questions please contact the ordering physicians office.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. ********************** Experience Support Liaison
Initial Complaint
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went to quest diagnostics 621 S New ***************** for blood work and was told if I did not pay the balance of $19.** I would not be able to get my blood drawn. I have my blood drawn every month at a different location and have never been told this information before. I feel like I have been discriminated against at this point.
Business response
06/19/2024
Dear ***************************,
Thank you for contacting Quest Diagnostics, I am sorry to hear about your experience. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
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.
At this time, your concerns are under investigation by ***************** of the *** Ballas patient service center you visited and will be contacting you following the investigation.
I appreciate the opportunity to respond to your concerns.

Sincerely,
*********
Sr.Quest Experience Support Liaison
Customer response
06/19/2024
[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
06/13/2024
Complaint Type:
Customer Service Issues
Status:
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.
I am unable to open the Quest Diagnostics form on an Internet connection running a Tor relay.My Tor relay status can be seen here: ********************************************************** An introduction to Tor is here: ******************************************** The types of Tor relays is here: ********************************************************* short, Tor is an anonymity service which routes traffic via a network of "relays". There are four types of relays: guard, bridge, middle, and exit. Guard is the entry node and bridges are hidden guard relays. Exit relays are the last destination IP address a Tor client uses. Middle relays tunnel traffic between guard/bridge and exit relays. Only exit relays access websites on behalf of Tor clients.If you or your IT partners are blocking Tor relays, you only need to block "Exit" relays and not "Middle" relays like the ones on our IP address 32.215.215.10. As mentioned earlier, middle relays are unable to access websites on behalf of Tor clients, and all user traffic from non-exit Tor relay IP addresses is indistinguishable from traffic from non-Tor relay IP addresses.Please forward this to your respective IT teams and please unblock Tor non-exit relay IP addresses.
Business response
06/21/2024
Dear ***********************,
Thank you for contacting Quest Diagnostics. We have brought your concerns to the attention of our IT department. I will provide an updated response once complete.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June 13, 2024 I received an un authorize transaction on my debit card ! I never gave them permission to withdraw and to keep my debit card Information. On May 22 2024 I went to have an exam and the technician told me I had to give a payment if I wanted to continue with the service so I have him my debit card only for a partial payment, ********** clearly asked him if I can pay in monthly payments he said yes yes Today 6/13/2024 the balance owed was deducted with my debit card with no permission from me or any notifications! I feel that this is fraud when this compony uses my debit with no permission of me !
Business response
06/14/2024
Dear *************************,

Thank you for contacting Quest Diagnostics. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

I apologize for any inconvenience this issue may have caused you. What you are referring to is Quest Diagnostics Easy Pay Program.With one step, at the time of service, you authorize a charge which will only be used to pay any balance that remains after your insurance company processes your claim. If your insurance provider indicates that you do not have a balance due/owed, your credit card will not be charged. At no time are funds held.

For your May 21, 2024 date of service, a claim was billed to your primary insurance company with a response stating the patient had a co-insurance deductible of $156.53. Once the insurance processed the claim, we then charged the card for the amount that was pre-authorized at the time of service.

I appreciate the opportunity to respond to your concerns.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My husband went for bloodwork in march, he paid his balance while there in the office. he pays every single time he goes. we do not keep cards on file ever. well i get an email stating that my card will be charged for said copay amount. I did not give the office permission to keep my card information on file. they did not provide me proof that i signed anything and would not and has not returned any of my calls. I need to file a formal complaint, and if need be get my lawyer involved for taking down my personal information without my permission and knowledge. This is fraudulent. i could understand pushing the issue when and if a bill is not being paid but when a bill is paid at every visit at check in, this should not be an issue. This needs to be handled, becuase my personal information has now been compromised due to the office being negligent and taking personal information without my consent. The illegal collection of my card information will be filed formally as well
Business response
06/14/2024
Dear *****************************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
If you would please provide me with your husbands name and date of birth so that I can further investigate what may have occurred.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer response
06/14/2024
[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.]

My husbands name is ********************* date of birth is 8/26/1983
Customer response
07/15/2024

Complaint: 21838823

I am rejecting this response because:

My husband went to quest diagnostics a few months back for routine blood work. He checked in, he was seen, he paid a small $10 balance at the time from a previous visit. He did not authorize the office to keep his card on file at all. He never does because he pays when he gets blood work or as soon as the invoice comes in via email. We get an email about a month ago telling me that my card will be charged for $30 and some change. I never once authorized for them to charge my card for any balances whatsoever. So, to me, the office took my husband's card information illegally. I would like for someone to contact me ASAP and to provide me with documentation that shows my husband agreed to keep card information on file. If this is not provided and not corrected i will be taking further action. This is illegal to take someone's information without their consent. Luckily his personal information was not leaked or there would be an even bigger issue. So someone from the company needs to contact me via email and phone to get this figured out.

Regards,

*****************************
Business response
07/16/2024
Dear *****************************,

On March 20, 2024, **************** provided his card to pay for a $10.06 co-insurance/deductible that was remaining from a November 15, 2023, date of service.
At the time of service for Mr. ******* March 20, 2024 visit, **************** provided his card to use for a pre-authorization for the visit with our Easy Pay Program. With one step, at the time of service, you authorize a charge which will only be used to pay any balance that remains after your insurance company processes your claim. If your insurance provider indicates that you do not have a balance due/owed, your credit card will not be charged. At no time are funds held.
The pre-authorization was for $100.00, however your insurance processed and responded to the claim on May 9, 2024 stating the patient responsibility was for $34.77. Quest Diagnostics only charges for the amount the insurance advises is the patient responsibility. Your card is not kept on file. If you chose to provide your card at the time of service, it is only used for the date of service the pre-authorization is for. Should you not want to participate in our Easy Pay program, you can decline, and we can send you an invoice if there is a patient responsibility remains after the insurance processes the claim.
Sincerely,
*********
Sr. ********************** Experience Support Liaison
Customer response
07/22/2024

Complaint: 21838823

I am rejecting this response because:
I want my husband to be removed from any payment authorizations. He never signed a paper or gave any sort of consent. If you have proof that he gave consent meaning he signed a form either in person by hand or electronically I am requesting a copy. If you do not have a copy thats an issue. You should keep all records of patients acceptance. He needs to be removed from that immediately. He paid one time at the office and ever since then you have kept his information. If you agree at an office for the pre pay whatever it is then that means you kept his information on file for auto payments when bills are to be due. I want the signed documentation that he agreed to this. Taking someones word for it does not suffice. This is healthcare and should be taken with more caution than someones Word. Provide the documentation that was agreed upon, AND remove him from that auto pay feature immediately

Regards,

*****************************
Business response
07/22/2024
Dear *****************************,
Please know that Easypay is required for any new services performed if there is an outstanding balance on an invoice from a previous date of service. As I previously stated, patient credit cards are not held indefinitely. If a credit card is provided for Easypay, it will only be used for the date of service it is enrolled for.
Regarding the Easypay statement,the statement was emailed to **************** for his March 20, 2024 date of service.
Sincerely,
*********
Sr. ********************** Experience Support Liaison
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I visited Quest Diagnostics located *********************************************** on 6-7-2024 for drug testing for a new job offer that must be completed by 6-11-2024 and start date on my contract is 6-14-2024. Upon walking in at approximately 1:45pm on 6-7-2024 I signed in on the kiosk as a walk-in for the next available appointment which was 2:00pm and sat in the waiting area with my sons ages 6, 7, and 2. There was another guest their whom I am assuming were father and daughter. Within 10 minutes or less my last name was called by an African American employee/technician wearing a green beanie hat on her head. I stood and explained that my babies were with me that day and asked if they could come back with me. The employee/technician rudely said no with no further details or explanation. I told my boys to remain seated in the waiting area and was ushered in the back to take my urine sample by the employee/technician. I unfortunately did not pass enough urine for the sample to be considered valid according to the employee/technician whom further explained rudely that I had to retest within 3 hours and would not be able to leave the waiting area until being retested otherwise my sample would be forfeited. I told a nurse passing by, I do not know her name or the one that took my samples name, but she had a disheveled wig on was also African American and greeted me kindly upon seeing me standing nearby the rude employee while she typed on the computer as I was waiting for the key to the lockbox which held my belongings, that I needed to check on my children in the waiting area since they were not allowed back. Once I retrieved my belongings I went back to the waiting area with my children and saw the friendlier employee/technician assisting another patient at the kiosk. I asked if she could take my second sample because of the other technicians attitude.
Business response
06/20/2024
Dear *******************************,
Thank you for contacting Quest Diagnostics regarding your June 7, 2024 visit. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
As a follow up to the investigation I would like to extend my sincere apologies for your experience. You have been contacted by the patient services management team of the *********** location.
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 was 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

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. ↩

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.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary