ComplaintsforQuest Diagnostics

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Service for Lab Work: 2/29/2024 for *********** ***** (patient) Amount of Money Paid: $94.61 Quest Diagnostics : Lab services Dispute: Paid full amount due on bill #********** for amount of $94.61 on 5/1/2024 electronically via bank bill pay service. This amount cleared and posted to my checking account. Quest has been paid in full. I called 3 times to discuss, sent proof of payment via email to: ***************************** on 7/22/2024 and I continue to receive notices that payment has not been received. Quest diagnostics is now threatening to send this to collections and put the past due on my sons' credit. They keep telling me to send a cancelled check. There is no cancelled check, this was and electronic payment sent to their electronic bank deposit that was electroncally posted in their bank. I want them to acknowledge payment was received immediately and stop sending bills that I owe them.

  Business response

  08/15/2024

  Dear **** ******
  

  Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding making payment to the invoice. Our goal is to differentiate ourselves with unsurpassed customer service and unparalleled laboratory testing.
  

  If you would kindly provide a copy of the front and back of the electronic check for further investigation. Invoice number ********** has been placed on a hold to allow time for us time to receive a copy of the cancelled check.
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  Stephanie
  Sr. Quest Experience Support Liaison

  Customer response

  08/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have called Quest 3 x and provided this information that you are now asking me for for the Exception of copy of the check because as I have mentioned to your company multiple times, their is no image of a cancelled check as verified by my bank Credit Union of Georgia.  I took my own personal time to go the bank branch and asked for the image of the check and the teller advised there is no check image because its an electronic payment.  You are asking for something I cannot provide.  You have my money and I am doing all the work here!!!

  Address EFT sent:  **** *** ******* ********** **** (i was told twice by your company this is an old payment lockbox nevertheless you have received the money)

  Date EFT sent:  5/1/2024

  Date EFT Posted in my Bank:  5/1/2024.

  EFT #:  ***********

  Amount Paid:  $94.61

  You will not get another payment from us. You have our money so reconcile this on your end.  Quest cannot send us to collections due to the fact you have been paid.

  I consider this case closed.

  Regards,
  

  
  **** *****

  Business response

  08/27/2024

  Dear **** ******
  
  Thank you for taking the time to provide me with the payment information for invoice number **********. With this information, I have processed your payment of $94.61, please allow 24 hours for the payment to reflect on the invoice. 

  Again, I am very sorry for the time you have spent on having your payment concern resolved, and I appreciate the opportunity to respond.
  
  Sincerely,
  Stephanie
  Sr. Quest Experience Support Liaison

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today I had to cancel my plans as I had to spend five hours on the phone with Qwest for nonproductive calls after calling an executive that didnt return my call. These calls are exhausting because the agents are rude and are not trained in basic. The issue is my already over inflated **** creeped up another $550 without reason.I am being charged over $2000 for labs that if I wouldve paid outright for wouldve cost me about 300.The first agent, I spoke to had no idea where it was coming from and transferred me in to another agent that simply hung up on me. They try to scam the system so that they wont get a bad review. Am disabled so these these calls are extremely hard on me. This has been brought to the attention of an executive, but still, my calls are not returned. The other issue is I qualify for financial aid but have tried all weekend and today to get my papers both online and on the phone but can not get my papers.What I need for resolution is a person that will return my calls who also has authority to resolve issues and my appropriate papers for financial aid and also an explanation of why $550 was added to bill without explanation. I also need an explanation as to why I am being charged substantially more than the advertise price, especially considering that my only income is a tiny Social Security check Please call me do not text back-and-forth

  Business response

  08/13/2024

  Dear *******************,
  Please know that when Quest Diagnostics receives additional information from the physicians office, Quest Diagnostics needs to resubmit the entire claim for processing with the insurance company. The original billed amount for the services is $2,049.89. The invoice has been placed on a 60 day hold to allow time for the insurance to reprocess the claim with the information your ordering physician provided on July 24, 2024.
  Once your insurance processes the claim and responds to Quest Diagnostics, we can process your financial assistance paperwork. Please attach the financial assistance documentation to this response.
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison

  Customer response

  08/13/2024

  [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:
  Thank you very much for responding.

  Yesterday I had to spend many exhausting hours on the phone trying to get the answers but customer ********************** didnt have any and I was hung up on and transferred Mid sentence only to be disconnected, These non-productive calls are extremely hard on my health. I was forced to make them because I couldnt get a return call.

  I will say that this morning I talked to an amazing rep named **********, Hes an exceptional employee that answered all my questions and was very polite and respectful. I could tell that he cares and hes sending me my financial aid forms and even told me an estimate on what I would be approved for. He put my mind at ease and I feel very much better.

  The bill is over $2000 with 14 different labs drawn and the doctors office only submitted for three of them. Its been an extremely exhaustive ordeal but I try to do all the work so they dont have to. I do appreciate your being available to take the diagnostic codes and submit them to the insurance. That made it so much easier for them so I appreciate that. 
  I want nothing more than for my insurance to cover the Qwest  bill so that I can move on.

  Appreciate your time and hope you have a nice day.
  
  Regards,
  
  *******************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was performed a pap-smear in my Dr ****** on 11/6/23, which was sent to Quest Diagnostic for testing. using a screening Code Z12.4. However, Quest Diagnostic converted the Code to CPT Codes *****, ***** and *****. This a a preventative procedure and should be covered 100%. However, All savers insurance UHC denied the Quest's Codes, and said the Codes dont apply for preventative. I have called the Dr ****** 3 times, All Savers ****************** (UHC) 3 times and Quest 2 times. UHC blamed on the Codes they were received, Quest blamed on the COde from the Dr, however the Z12.4 is clearly a screening Code. After going around for months, I have paid the bill $58.78 but would like to bring this up with BBB for this practice, and get a refund.

  Business response

  08/02/2024

  Dear *****************************,
  
  Thank you for contacting Quest Diagnostics regarding your invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  
  If you would please provide the patients date of birth and exact date of service for further investigation.
  
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison

  Customer response

  08/08/2024

  [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:
  
  This is neither an acceptance nor a rejection. I have reviewed the response made by the business in reference to complaint ID ********, and sending more info by their request 

  Instead of birthday which I'm not comfortable to give out publicly, Quest should be able to get the requested info from my personal data from the Bill # ********** - Lab Code TAM Service date 11/6/2023.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday 07-26-2024 I collected 2 culture swabs during treatment of a subcutaneous infection. By the time I was done, Quest representatives informed me that I would have drop the specimen off at a local facility as there was no pickup. They provided me with an address and hours of operation. I sent an employee to drop off the specimen. On arrival they were told that the patient had an outstanding balance and that the specimen would not be processed until that balance was paid. I attempted to explain the situation, the technician was extremely rude, believing maybe that I was the patient and stated that there was no need for two cultures. and the technician hung up the phone. The employee called me back and asked if she could pay the patient's bill and I approved it in the interest of the patient care. Upon checking with my employee 30 minutes later, she informed me that the technician refused the second specimen telling her that Quest doesn't do it that way. Regardless of who she may have though I was, that was no way to interact with a physician or patient. She also has no business dictating the number of specimen collected from a single site. I should not have to justify that a second confirmatory swab is necessary for me to validate the results. No one was able to help me that day. I was directed to a number for supposed representative but when I called she turned out to be in charge of a Michigan territory. *****************, ***** directed me back to the general number (not her fault for any of it), but the manner in which this was handled from wasting my time, making me pay for a patient and compromising care through dictation of an infectious work-up is unprofessional and unacceptable.

  Business response

  08/06/2024

  Dear ***********************************,
  
  Thank you for contacting Quest Diagnostics. I apologize for any inconvenience you and your employee may have experienced.?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.  
  

  If you would kindly provide me with the following information for further investigation:
  

  Patient name
  Patient date of birth
  Exact address of Quest Diagnostics location visited
  Quest Diagnostics Client account number
  

  Thank you again for taking the time to bring this to our attention.? 
  

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

• Initial Complaint

  07/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 8th of this year, I took a doctor's ***** for lab work to be done at Quest Diagnostics in ****** ********. Afterwards I was billed $852.59 once my insurance denied the claim. I have gone to Quest on numerous occasions and never had any sort of issue. On this occasion, if Quest had confirmed my coverage upon my arrival, I would have not done it or found another avenue to pursue. It is my experience that medical entities in ******** confirm coverage upon arrival, but I have not seen Quest follow this procedure. I am asking for a reasonable adjustment to this billing and that Quest provide confirmation service for patients upon arrival. Thank you. I had not made any payments while filing an appeal to my insurance. There is an initial check for $100 in transit. (I am having trouble with this form saving information).

  Business response

  08/02/2024

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

  Thank you for contacting Quest Diagnostics in regard to you May 8, 2024 date of service.
  

  Please know you can obtain a paper copy of the testing being ordered by your physician prior to services.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. Quest Diagnostics does not process patient claims,therefore we are not able to determine if the testing will be covered. The insurance processes the claim according to the patients plan benefits and advises Quest Diagnostics what to bill the patient. Quest Diagnostics does not question the physician orders, we perform the testing that the physician orders for their patients.

  If the patient has any further questions, please have them contact their physician directly.
  
  I appreciate the opportunity to respond to your concerns.
  
  Sincerely,
  *********
  Sr. ********************** Experience Support Liaison

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bld test 4-4-24 $535.61 billing number; ********** DOB 12-30-1952 my primary insurance: ******** 3UG6-UH8-KA64 secondary insurance: the empire plan Quest lab: didn't submit the bld test cost to the ********, submitted to the empire insurance , please change my primary insurance to ******** & please resubmitt the bld test cost to the ********, please fix this problem, thvx.

  Business response

  07/30/2024

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

  Thank you for contacting Quest Diagnostics regarding your April 4, 2024 date of service. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  

  Thank you for providing your ******** information. A new claim was submitted to ******** for your April 4, 2024 date of service. Please disregard invoice number ********** and allow 4-6 weeks for the insurance to process the claim.
  

  I appreciate the opportunity to respond to your concerns.
  

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  service date 4-4-24 blood test, $745.95 DOB 11-22-1947 male primary insurance: ********* 8UEO-N77-XD24 secondary insurance; the empire plan ********* quest lab. didn't submitted the bld test cost to the ********* submitted directly to the empire plan please fix this problems thx.

  Business response

  07/30/2024

  Dear *****************,
  
  Thank you for contacting Quest Diagnostics regarding your April 4, 2024 date of service. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
  
  Thank you for providing your ******** information. A new claim was submitted to ******** for your April 4, 2024 date of service. Please disregard invoice number ********** and allow 4-6 weeks for the insurance to process the claim.
  
  I appreciate the opportunity to respond to your concerns.
  
  Sincerely,
  *********
  Sr. Quest Experience Support Liaison

• Initial Complaint

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The evening of 7/18/2024 I attempted to purchase labs from *********************************************. I received an an error message stating my transaction could not be completed because of an incorrect zip code entered despite entering the zip code listed for the card. I attempted to re-enter my information to complete the purchase and received the error again. I was double charged, $790 x 2 but received no order confirmation and there is no record of my purchase.

  Business response

  07/25/2024

  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.
  

  Due to the incorrect billing zip code being entered, both transactions were unsuccessful.Because the transactions were unsuccessful, the charges that you may be seeing on your card are authorization charges.

  However, the funds from the authorization will be returned to you, but the timing depends on your banks authorization charge policy.
  

  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

  07/25/2024

  [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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December 2023, my doctor ordered a stool sample. I made an appointment to pick up the sample kit and and one to drop off the sample. When I dropped off the sample on 12/15/2023, the Quest employee did not charge me anything nor tell me there would be a charge. I had already met my deductible, so I did not expect any charges. When I received my Explanation of Benefits from my insurance company, it stated that they did not cover the test but I would be responsible for the charge only if I was advised by Quest before the services were performed that it was not covered. Regardless, I received a bill from Quest Labs. I called the billing department and was told to send in a copy of the EOB. I did and heard nothing. I received another bill a few months later and called again. This time I was told that it was being handled it was just still in processing. I received another “final notice” bill and called again. The initial person I spoke to said she could see in the notes that I was responsible for the bill without explanation is it was contrary to what was stated in the EOB and the facts. I eventually spoke with a supervisor, Chazz. Although he admitted that I couldn’t have been told that the test would not be covered, because Quest did not know at the time I returned the specimen, that I was still responsible for the payment without any coherent explanation. Several months earlier, I had another stool sample analysis that wasn’t covered by insurance and I called Quest and the charge it was immediately removed from my bill, so I assumed this would be handled simply and easily. I called my insurance and they agreed to make a one-time exception to cover the stool sample charge relating to 12/15/23. I unfortunately have another bill outstanding for another stool sample analysis on 5/8/2024 with the same set of facts and I worry calling Quest will lead to the same frustrating and incoherent result.

  Business response

  07/30/2024

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

  Thank you for contacting Quest Diagnostics regarding your May 8, 2024 date of service. Our goal is to differentiate ourselves with unsurpassed customer service and unparalleled laboratory testing.
  

  Thank you for providing the explanation of benefits for your May 8, 2024 date of service. With this information, invoice number ********** has been amended to reflect a zero-balance no patient responsibility. Please allow 24 hours for your invoice to reflect a zero balance.
  

  I appreciate the opportunity to respond to your concerns.
  

  Sincerely,
  Stephanie
  Sr. Quest Experience Support Liaison

  Customer response

  07/31/2024

  [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

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Quest issued a bill on 4/4/24 in the amount of $7.86. This bill was paid utilizing my bank utilizing electronic transfer (not an electronic check) and bank records indicated payment confirmation. Quest then sent another bill for the same services. I phoned their customer ********************** and dedicated roughly an hour attempting to resolve the issue of them not being able to locate my payment. I was instructed to send the proof of payment, generated by my bank (Discover), to ************************************ I spent time on the phone with my bank to get the proper document and then, as instructed by Quest, emailed proof of payment with request for confirmation receipt. I then received another bill on 7/15/24 for this same service and the amount of $7.86. I phoned Quest again and spoke with *****. I immediately asked to speak with a supervisor and was told that he would resolve it first before escalating. If that recorded call is tracked, one would hear him telling me that he knows this process is a cop out on the part of Quest diagnostics, as if the runaround with proof of payment. He asked that I resend my document to ************************************ When he received that while I was still on the line, he of course, had to speak with a supervisor. I was then transferred to *******, whose manner was beyond poor. I demanded to speak with someone higher than her and she informed me that no one was. She told me that she would give me the number for patient complaints. I refused as I was not going to be hung up on after investing an hour of my time already. After some time on hold, yet another supervisor answered. His name was ******* E from the DFW ******** at ************************************ Once again, he informed me that my confirmation documents were not adequate and that they would not be resolving my account. Im running out of characters here, but as it stands now, my bank has advised me that this is likely a scam and that quest should be able to verify payment with their bank.

  Business response

  07/17/2024

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

  Your payment of $7.86 has not posted to invoice number **********. If you would kindly provide proof of payment from your bank, including the date payment was sent, the date the payment was cashed and the address the payment was sent to.
  

  I appreciate the opportunity to respond to your concerns.
  

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

  Customer response

  07/17/2024

  
  Complaint: 21995458
  
  I am rejecting this response because:
  
  I have sent proof of payment, provided by ************** multiple times. I have spent hours on the phone in attempts to resolve Quests inability to locate my payment. Discover has even advised me that this appears to be a scam, as they have provided all information (that is not proprietary of Discover that cannot be released) and has informed me that Quest is now responsible for verifying that electronic payment with their bank, Fifth Third. The proof of payment provided by Discover displays the confirmation number of delivery via electronic payment, as well as the date it was delivered, and the last 4 numbers of the account which it came fromthe very same account which successfully paid another Quest bill, for $11.87, utilizing the same method for electronic delivery. I have done everything I was supposed to do in paying my bill on time. Discover Bank has provided everything they legally can, and feel that this should be flagged as a scam (on a recorded call if this evidence is needed). Also on a separate Quest recorded call, one can hear a customer ********************** rep with stated name of *****, tell me that he knows this is a cop out on the part of Quest, and the best way to assure that they dont lose your payment is to pay directly through their site. Patrons should be able to pay however the choose, without fear of payment (and hours of their life) being lost dealing with Quests inadequate processes and resolutions (or lack there of). Quest is in error for misplacing my payment, and is demonstrating horrendous business practices and ethics by not claiming responsibility and rectifying their mistake. They are wasting my time, as well as the time of their employees, over $7. This is reprehensible and I am not satisfied. 

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

  Business response

  07/22/2024

  Dear ***************************,
  
  Thank you for your patience while your proof of payment was reviewed by a billing representative. Invoice number ********** for date of service January 12, 2024 is reflecting your payment of $7.86 and is now at a zero balance. *************************** has no further balance with Quest Diagnostics. 

  I appreciate the opportunity to respond to your concerns. 
  
  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. ↩