Business Profile

Medical Lab and Testing

Quest Diagnostics

Headquarters

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Complaints

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

Customer Complaints Summary

1,452 total complaints in the last 3 years.
371 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received annual preventative labs from my PCP 5/17/2023. My PCP changed my diagnosis code after my labs were drawn and submitted the updated codes to Quest via fax and phone call. However, Quest is "unable to reach out to ****" and receive the updated coverage from my insurance company. I have called Quest every 45 days, upon new email stating I have a responsible bill, to check on the status of new coverage from ****. With each phone call, I'm originally told from Quest "everything has been done" but upon further investigation, the Quest employee sees where the Quest system has a malfunction that is preventing my updated claim to be sent to BCBS. The phone calls with Quest end with "your account will be put on a 45 day hold and we ask you call us back when you get the bill email to check on the status." I have spoken to BCBS and Quest on a three way and that doesn't resolve my issue. I should not be calling Quest for the same issue 8 times a year for numerous years. My bill should be significantly lower if not nonexistent due to routine annual labs- **** CMP, A1c, and lipid panel. Almost two years from date of service and I'm currently on hold with Quest again, seeking resolution, but know I will only have my account put on hold for 45 days. I'm happy to provide my ongoing running documentation of each person/company I've spoken to and which date as well as my "new" bill.
Business Response
Date: 04/11/2025
Dear ****** *********,
Thank you for contacting Quest Diagnostics regarding your May 17, 2023 date of service.
Please know invoice number ********** has been amended to reflect a zero balance no patient responsibility. If you would kindly allow ***** hours for this to reflect. You may disregard any invoice you have received for yourMay 17, 2023 date of service.
I am sorry for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond.

Sincerely,
*********
************************************* Support Liaison
Customer Answer
Date: 04/11/2025
[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
Date:03/28/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been billed twice for services in which the results were never provided or uploaded to my online portal. I have attempted to contact quest 4 times and either get stuck in their automated system or transferred to a different department in which the call was immediately dropped. I have now talked to a *** in the customer ********************** department and the billing department, neither of who were able to provide me with results or send me to a department I am able to successfully reach (outreaches in which I was able to talk to these departments occurred on 3/28). I also attempted to reach out to the urgent care that ordered the testing, but they do not have a phone system in which messages are answered. I have no intention of paying for testing that results are not provided, and I have done more than my fair share of reach outs to attempt to obtain these results. I will also be filing a dispute with my insurance company.
Business Response
Date: 03/31/2025
Dear ******** *****,
Thank you for contacting Quest Diagnostics regarding your January 15, 2025, date of service. I am very sorry for any inconvenience or frustrations this may have caused you.
I can confirm your testing was reported and resulted. If you would please tell me how you are set up to receive results and if you wish to receive them on your My Quest patient portal.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Customer Answer
Date: 04/01/2025

Complaint: 23128645

Hello, I do not want them on my portal because address concerns were brought up in the conversations I had with the billing department. I know a zip code needs to be entered to access it.

If you are able to send the results via mail, my address is
*********************
apt 3a
*****************************;
However, this does not change the fact that I have already gotten retested through my main clinic because the results were never made available to me. Therefore, this is all redundant now. I don't need the results anymore and I am going to continue with my appeal process via my insurance company. I have no desire to pay for this service at all at this point, as I have already paid for the retesting.

Regards,

******** *****
Initial Complaint
Date:03/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a surgery in september and they doctor used this lab. I paid the ** 20k cash and was told I am paid in full. Now all these months later a collection letter is sent to a distant family members ad**ess from them saying I had an unpaid bill. I have not received a call, an email, or a letter or anything following up to this that I owe anything. No original bill. No notice of any kind so this is fraud. Nothing was sent to me so I have no account number and the ********************** office I went to and paid wont help
Business Response
Date: 03/31/2025
Dear ******* *****,
Thank you for contacting Quest Diagnostics regarding your invoice.
There is an invoice for a September 18, 2024 date of service in the amount of $1,132.04. The ordering physician sent the specimen to Quest Diagnostics to be tested, and Quest Diagnostics is billing for the services performed.
The testing has not been billed to insurance as it was not provided on the order. The balance is the patient responsibility. If there is insurance that should be billed for this date of service, you may provide it as a response for me to update.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Customer Answer
Date: 03/31/2025

Complaint: 23128444

I am rejecting this response because:

The surgeons office is the one who ordered the test from you, I was self pay at their office and paid them 20k wire up front for my surgery. I never received a bill from you or from them for this lab work.. not a letter in the mail, not an email, not a phone call.. nothing. I would have immediately paid any bill due and now this has gone to collections and will ruin my credit and this is the first time im hearing about this due amount. I never had an agreement with quest as this was sent in by my ** and not me but I need to get this resolved without being in collections. I was unable to reach anyone at all the numbers I called because you had to have a bull number which of course I dont have because I never received a bill. Did my ********* not provide my contact info to you or how was the ball **opped and how can this be fixed when this is not my fault.

Regards,

******* *****
Business Response
Date: 04/11/2025
Dear ******* *****,

I am so sorry for all the trouble you have been through having your concerns reviewed. Please know the invoice has been placed on a hold to allow time for further investigation to understand what may have occurred. I appreciate your patience during this time.
Sincerely,
Stephanie
Initial Complaint
Date:03/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged for the same service on 2 different cards. They have held my money for months. Currently still waiting for a refund that I was told was coming months ago
Business Response
Date: 03/27/2025
Dear ****** ******,
Thank you for contacting Quest Diagnostics regarding your refund.
If you would kindly provide me with the invoice number and date of service for further investigation.
I appreciate the opportunity to respond.
Sincerely,
Stephanie
Initial Complaint
Date:03/24/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**This complaint is regarding duplicate payment for services. Since the date of service, please note that our address has changed. The initial billing address was: ******************************************************** November of 2024 my husband had bloodwork done at the Quest lab location in *********, **. He paid for the service at the time the blood was drawn in the amount of $214.06. Subsequently, I received an invoice indicating that he owed $214.06, and paid it, effectively double paying the cost. Since that time, I have tried, without success, multiple times to have $214.06 refunded. I am told that the refund shows that it has been approved, however the payment has not been made, and the issue will be "expedited" to a senior manager. Following is a list of the ways/times I have contacted Quest:Email to Quest customer ********************** on 1/**, Email to Quest customer ********************** on 2/6, Email to Quest customer ********************** on 2/**, Telephone call to Quest on 2/17, Telephone call to Quest on 3/***** date no refund has been received. This should not be this difficult to get a refund on a double payment. Especially for seniors living on a minimum budget.
Business Response
Date: 03/27/2025
Dear ******* *******,
Thank you for contacting Quest Diagnostics regarding your husbands October 18, 2024 date of service.
Please know that I have processed a refund in the amount of $214.06 back to the original payment method, if you would kindly allow 2-3 days for this to reflect.
I am sorry for the time and effort you have spent on having this concern resolved, and I appreciate the opportunity to respond.
Sincerely,
Stephanie
Customer Answer
Date: 03/28/2025
[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
Date:03/21/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
3.12.25 made an appointment for Quest at **************** 8.30 AM WAITED but the order was not found. I sent for the order and return. came back and put myself as a walk-in to be assisted. 4 hours later, I'm still waiting. they kept saying I'm so sorry, we have to assist all appointments before walk-in. They had 4 No/no-show appointments and still left me waiting to assist me until 2pm. I asked to be helped between appts, 3xs. I was totally ignored. by *****am I was no longer as walk-in not being called either. Before, our new computer ways, walk-ins came before appointments. and when a person arrived they were assisted within an hour time frame. I waited 4 hours and they called everyone and totally ignored my request. they had the order by fax. they were not cooperative with my critical need for my labs. I had to leave because I had originally arrived at 7.40a for a ******** Quest appointment and received a courteous cancellation but then because my order was delayed. I was totally forgotten about and left to starve after having fasted for 12 hours. Its just not fair. Why could I not been called next after a NO CALL-NO SHOW. and just left to die in the waiting room getting a migraine from my fasting labs. UNBELIEVABLE!!! how unethical is this. Please, Management needs to reevaluate their customer **********************. THEY TOTALLY FAILED me. with 4 ***** show. The overhead says walk-ins would be assisted from 30 minutes to an hour wait. I waited 4 hours and never again called left to rot in the waiting room until their next 2 pm appointment available appt arrived. My order was left undone because I had to leave. my appt is for the 25th of March. *********** are too late for my doctor's appt. Quest failed me. Once I told them they had 4 no call no shows they asked me how I knew. she froze the computer so we could no longer see patients ******** and out overhead. WOW! So, I had no choice but to leave.
Business Response
Date: 03/25/2025
Dear ******* Mangual *****,

Thank you for contacting Quest Diagnostics regarding your recent date of service, I am sorry for any frustrations or incontinence this may have caused.
If you would kindly confirm the dates and exact address of the patient service center you visited for further investigation.

Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:03/21/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was double billed for a date of service (10/25/2024). I got two charges of the same amount ($14.09) on dates (2/13/2025, 2/14/2025). I have called Quest's billing department multiple times since February with no resolution. I have the bank statement to show that there's been a double charge on those dates!!
Business Response
Date: 03/25/2025
Dear ********* ****,
Thank you for contacting Quest Diagnostics regarding your refund.
Please know a refund in the amount of $14.09 has been processed,if you would kindly allow 2-3 days for you to see this reflect.
I am sorry for the time and effort you have spent on having your concerns resolved.
I appreciate the opportunity to respond.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer Answer
Date: 03/28/2025
[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 ********. I did receive a refund on the amount that was in the original complaint.

Regards,

********* ****
Initial Complaint
Date:03/20/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Quest Diagnostics regarding a recent blood work procedure I had at their *********, ** location. At no point was I informed that the company was out of network, which directly impacted my billing. According to Pennsylvanias consumer protection laws, companies like Quest Diagnostics have a legal obligation to inform patients of out-of-network status before services are rendered, especially when it may affect billing and payment.The lack of disclosure regarding their out-of-network status is a deceptive business practice. I was not given the opportunity to choose an in-network provider or make an informed decision about the costs of the services. This oversight has led to unexpected and unfair charges, and I am requesting the BBBs assistance in resolving this matter. For a resolution I am looking for the Quest to drop the bill.
Business Response
Date: 03/28/2025
Dear ******** ****,
Thank you for contacting Quest Diagnostics regarding your January 25, 2025 date of service.
Quest Diagnostics does not process patient claims, therefore we are not able to determine if the testing will be covered or if the patient's insurance is in network.
Please know 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. The insurance processes the claim according to the patients plan benefits and advises Quest Diagnostics what to bill the patient.
Quest Diagnostics has not received a response from your insurance,the claim is still pending on the Quest Diagnostics side.
Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:03/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Quest Diagnostics is trying to bill me for a potentially insurance covered procedure. I have reached out to my insurance and confirmed that if Quest Diagnostics fix the code on their labs requests,- the insurance will cover lab work in full. I'm asking Quest Diagnostics to work together with a lab work requester to fix the insurance code in order to get this settled in the correct way.I would like to inform Quest Diagnostics that I'm not liable for a billing mistakes that is done either by a Quest Diagnostics or a lab requester and willing to submit a medical billing fraud with a appropriate agency if this wont get resolved. **********
Business Response
Date: 03/21/2025
Dear ***** ******,

Thank you for contacting Quest Diagnostics regarding your December 12, 2024, date of service.

Please know that Quest Diagnostics only performs the services ordered, we do not process claims or diagnose patients. The insurance processed the claim leaving a co-insurance/deductible as the patient responsibility.

Quest Diagnostics submitted the claim with the information provided by the ordering physician. If the ordering physician has additional information to provide, they may contact our billing department to provide the information for a corrected claim to be resubmitted to your insurance company.

Sincerely,
*********
Sr.Quest Experience Support Liaison
Customer Answer
Date: 03/21/2025

Complaint: 23085817

I am rejecting this response because:

please know that any preventative care is covered by my insurance and any billing errors are lab/carrier responsibility. Consumers are not responsible for a wrongful medical coding.
the lab claim was submitted by quest diagnostics and shall be fixed by QD.
if not, please accept this written disagreement on bill responsibility and will get get paid/covered until QD fix the medical code.

Regards,

***** ******
Business Response
Date: 03/25/2025
Dear ***** ******,

If you feel as though the insurance processed the claim incorrectly, it is recommended you speak with your insurance directly as Quest Diagnostics does not process claims.
Should the ordering physician have any additional information to provide to have the claim resubmit they may contact our billing department at ************.

Sincerely,
*********
************************************* Support Liaison
Initial Complaint
Date:03/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
September ************************************************** September, but we showed the same amount of money still being taken out automatically from our bank account. I called after that happened two or three times I have talked to several different people and have sent emails two specific addresses that were provided to me with proof of their deductions, but I have had no one reach out or contact me since I first spoke with them in December. The last person I spoke with told me that it was in process and that it needed to go up the chain of command in order to credit the amount of money back. She gave me another specific email address to send in the January through now March deductions that Quest is taking out of our bank account. I have had no one reach out to me even though I've begged literally begged for someone to call me. Since this is an issue beyond a bill, when I call in I cannot speak with anyone without a bill number. The last person I spoke with was in February. I have done everything I possibly can following all of their steps jumping through all of their hoops sending the information to the appropriate email addresses, everything, yet they still continue to take that money out. They tell me it will be applied to my account eventually. But no one will call me back. I can't provide a reference number for the bill because it's not related to a bill, it's related to something going on in the back end of their system. I don't want to cancel the payments because they are technically going to Quest, but they continue to send immediate payment and delinquent account messages. I just want somebody to call me back. Even email me back. But nothing.
Business Response
Date: 03/21/2025
Dear ******** *****,
Thank you for contacting Quest Diagnostics regarding your payment plan for your August 20, 2020 date of service.
Please know, on March 18, 2025 a Quest Diagnostics customer ********************** billing representative processed the payments made that had not posted to invoice number **********. These payments posted to the invoice on March 19,2025.
The invoice was also placed back on a payment plan hold while you make your monthly payments.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison

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