ComplaintsforQuest Diagnostics

Medical Lab and Testing

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Initial Complaint
07/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
07/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a blood test done on ***** 15th. My insurance processed it and I paid the amount due.In May I noticed on Quest's website that they said I have an outstanding amount due even thought I already paid in *****.Bill # ********* I called in about the bill in May and they said there was an invalid diagnostic code. They sent my doctor something to follow-up on. So they say...In June I called again, same thing, we sent your doctor....This month I called and....wouldn't you know it....same reply. "We sent your doctor"Quest is playing a game with my medical bill. Either follow-up with the doctor to get what you need or BILL ME.They think I'm gonna follow-up on this for eternity but I'm not. Either bill me or cancel it out of the system.For the record, no one ever sent me any communication since ***** 15th that there was an invalid diagnosis code. Nothing in the mail. Nothing in email. They can easily prove if they did. It doesn't matter but their response is going to be that they follow-up with the doctor. I was the one that initiated contact with them to see what was going on. That's fine, but now we're in July. Date of service was ***** 15th.They didn't follow-up on anything.PROCESS THE BILL...they're trying to scam me by keeping it in their system to get more money with collections.
Business response
07/10/2024
Dear *********************************,
Thank you for contacting Quest Diagnostics regarding 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.
Invoice number ********** was placed on a 45 day hold on July 9, 2024 by a billing representative. Your insurance provider denied one of your tests stating, Invalid diagnosis/services not covered per diagnosis. Attempts were made to contact the physicians office to verify the diagnostic codes on Mr.********** ***** however at this time Quest Diagnostics has not received additional information.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer response
07/10/2024

Complaint: 21968119

I am rejecting this response because:

No attempts were made to my doctor. I verified this with them multiple times. Let's see your proof that you send something to a doctor.

Business response
07/10/2024
Dear *********************************,

I am sorry you don't believe that we sent the document to the physician's office. If you would like for me to personally send it again, please provide me with the fax number and contact name of someone in your physician's office so I can ensure it gets to the right person.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer response
07/15/2024
[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.]
Initial Complaint
07/05/2024
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.
Specific Quest Diagnostics location but not listed on the dropdown - ************************************************************** On November 21, 2023 I was referred to do lab work at Quest Diagnostics for pregnancy related routine testing. I received a bill from Quest Diagnostics in January for $791.81. When speaking to Quest about the bill in March, I was advised that one of the tests was not approved by my insurance and that I would need to pay out of pocket for this testing, the total for this test was $616.21, CPT code *****. I called my insurance, ********** BlueShield of Illinois and spoke to a representative from Accolade to inquire on why the test was not being covered. It was declined because this is not a routine lab test that is ordered for pregnancy. I was advised that the ordering provider would need to provide supporting information as to why this test was needed. Once this information was received, they would review the claim again and make adjustments. In the meantime, Quest Diagnostics was advised by the healthcare advocate that they could not bill me for a testing that was not approved as outlined in the explanation of benefits provided by them. I have continued to receive the same bill from Quest for the same amount multiple times. I am still trying to get this billing issue resolved through my medical provider but Quest should not be sending me a bill for the disputed test and amount. This has caused stress due to medical bills owed that should not fall on me, and lost time due to the many times that I have had to call different businesses to try to get this resolved.
Business response
07/08/2024
Dear *********************************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced regarding your invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Invoice number ********** for your November 21, 2023 date of service was processed by your insurance denying one of your tests and leaving a co-insurance/deductible. The denied test is not billable to the member. I have adjusted the invoice to reflect the correct patient responsibility of $175.60, please allow 24 hours for my corrections to reflect your invoice.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
07/02/2024
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.
7/2/24 AT 0900 ASMT APPOINTMENT WAS SCHELDUALED WITH ALL INFO AS ALWAYS INCLUDEING MY HEATH ********* NUMBER CAME IN BEING IN WHEEL CHAIR NOT EASY TO GET TO LOCATIONS GOT CALLED TO BLOOD BOOTH THE *** COAT PERSON SAID MY INSRANCE NUMBER NOT ABLE TO GET I SAID I'VE BEEN COMEING TO SAME LOCATION EVERY 3 MONTHS OR MORE OFTEN SHE SAID I WOULD HAVE TO PAY CASH I SAID NO IT IS HOW I MADE THE APPIONTMENTS AS IT ASK YOU TO MAKE IT FASTER FALSE ADVERTISIMENT THEIR WHY DOES IT ASK IT IF THEY NEED IT AGAIN AT THAT POINT IT WAS A BACK AND FORTH I AM IN A WHEEL CHAIR TO COME BACK AGAIN IS A WASTE OF GAS TIRES MEACHANICAL HUMAN WEAR AND TEAR VERY UNPROFESINAL OTHER TIMES I LET SLIDE THEY ARE NOT UP TO STANDARDS THIS MUST BE LIKE THE ***** VA SYSTEM NOW ***** AND THE **** OF THIS COAT NO PEOPLE SKILLS AND THE OVER BOOKING AT LOCAION MISSION TRAILS ONE WAY TO MUCH SHE WAS BAD NOT A GOOD ONE
Business response
07/05/2024
Dear ***********************,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experienced during your visit. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
If you would kindly provide me with the exact address of the patient service center you visited and a copy of your insurance card so I can insure we are billing with the correct information for your July 2, 2024 date of service.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
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
07/01/2024
Complaint Type:
Billing 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 had blood work done at Quest Diagnostics on 7/6/2024, using my ********** Blue Shield insurance. According to the Explanation of Benefits (EOB) from my insurance, the negotiated rate was $48.99, which I paid to cover my bill with Quest Diagnostics. I also forwarded my EOB to Quest Diagnostics as requested. However, Quest Diagnostics never acknowledged my correspondence and continued to send bills stating that I owe an additional $332.84. They are unjustly balance billing me. Today (6/30/2024), I received a collection letter from Credit Control LLC demanding payment of this balance.
Business response
07/11/2024
Thank you for contacting Quest Diagnostics regarding your *************************. 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 billing concerns and explanation of benefits, it indicates that the patient is responsible for the entire balance. Her insurance carrier processed her claim as out of network and followed her plan for out of network benefits. If the patient has any further questions, then she will need to contact her insurance carrier regarding how they processed her claim.

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.
Customer response
07/11/2024

Complaint: 21923579

I am rejecting this response because: The *** lists the amount Quest diagnostics agreed to accept in full for the services provided. And that is the amount I have already paid. If this thing is not sorted out, I have no option but to go toComplaint: 21923579

I am writing to express my dissatisfaction with the response I received regarding my recent medical bill from Quest Diagnostics.

I have already paid the amount that Quest Diagnostics agreed to accept in full for the services provided, as indicated on the Explanation of Benefits (***). However, I am still being asked to pay additional charges.

I have consulted with an attorney and the ********************************* and they have both advised me that I do not owe any further payments. I have also filed a complaint with ********* and they have confirmed this.

I am requesting that this matter be resolved promptly. If I do not receive a satisfactory response, I will be forced to take legal action against Quest Diagnostics.

Thank you for your attention to this matter.

Sincerely,

************************* court and file charges against quest diagnostics. I have already consulted an attorney and spoke with ******************************** who advised me what I needed to pay. I have also filed with ******** for the same reason and got the same response.

Regards,

*************************
Business response
07/22/2024
As a one-time courtesy I have amended invoice 6181110994. There is no additional patient financial responsibility for this invoice.
If you ever have any questions or concerns, you can reach our Customer ********************** Department at 1-866-MYQUEST *************).

As a valued customer, we hope you will continue to use Quest Diagnostics in the future.
Initial Complaint
06/27/2024
Complaint Type:
Billing 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.
Had blood drawn on 5/28/24 for a Stat BMP Blood Test.I have had Quest online account for years and can usually access these test results the same day or next at the latest as they are 'stat' and needed ASAP. It's now been a month and the website still says the test is in progress?I've made several phone calls to Quest customer ********************** with a long wait each time. They tell me the results are done but they are not sure why they are not posting to my online account and they will take care of it. They also state the results have not been sent to my Dr either but not sure why. But the charges for this blood test have been sent to my insurance and will be billed to me. The billing part was done correctly apparently?It's been a month now and my insurance and me will be paying for a blood test that is now useless.
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 concerns, based on the way our automation system works,if a single test is marked STAT and is not accompanied by other tests, it will NOT be available in the patients MyQuest account. If a test is marked STAT and IS accompanied by other tests, it will populate to your MyQuest account with the other tests in that grouping. We are always available to email those single test results to the patient when they are completed, upon request. The patient may reach us at **************, option 1, then say MyQuest.

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.
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
06/25/2024
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.
As a provider, I have been unable to open an account with ********************** to order labs for my patients. They will only take online applications, but they have never reached out to me no matter how many online submissions I make. I have called customer ********************** several times asking for a manager or a business specialist to contact me. They have promised someone will contact me to help, but no one ever does. I am hearing from managers at other practices that Quest is notorious for not helping and refusing to return messages. This is rather unacceptable behavior for a company that has such a large share of the lab market. I would like to be able to order my patient's labs and view results online so that my patients can have faster and more integrated care.
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.

I have forwarded the complaint to the sales department who have left a voicemail for her and an email to assist in setting up an account. She will need to respond at her convenience.

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.
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.

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