ComplaintsforQuest Diagnostics

Medical Lab and Testing

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Initial Complaint
10/22/2024
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.
Quest Diagnostics is balance billing. I have only gotten completely covered blood work done through them. They demand Explanation of benefits to move forward. Problem is that these tests go back years and when I contact the insurance companies they need to know the exact plan. I no longer have access to some of these plans. They bill years later then hold you hostage for the amounts they bill. The reason they can do this is they are the only blood taking provider for *******************. You either pay or you can't get treatment done. They are fraudulently billing then holding medical care hostage for the amount.
Business response
10/24/2024
Dear ***** *******,
Thank you for contacting Quest Diagnostics regarding your invoices. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

Below I have broken down the invoices and patient responsibility for your August ******* and January 20, 2023 dates of service. Your insurance provider processed each claim with its own co-insurance/deductible.

3886809103 - Billed amount $416.93. Patient responsibility $39.48
3886809115 - Billed amount $130.49. Patient responsibility $12.66
3886809120 - Billed amount $88.07. Patient responsibility $7.95
5620563082 Billed amount $371.21. Patient responsibility $32.43
********** - Billed amount $490.75. Patient responsibility $48.46

On October 17, 2024, you requested a copy of your invoices, these were emailed to you on October 18, 2024. Please let me know if these were not received.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
10/20/2024
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.
Dear Quest Billing Team,I am writing regarding several bills for blood work ordered by my doctor on 9/27/2024. On 10/20/2024, I paid $60.41 and $58.53. However, I have received additional charges that I did not expect, nor did I consent to these amounts. These balances seem to be in excess of what I anticipated based on my in-network deductible and cost-sharing responsibilities.According to the No Surprises Act, patients are protected from being charged more than the standard in-network deductible and copayment for certain medical services when they are not provided with clear cost estimates beforehand. In this case, I was not informed of these additional charges, and I believe this constitutes surprise billing, which the law aims to prevent.The No Surprises Act ensures that consumers are only required to pay what their in-network deductible or coinsurance dictates for services they have consented to, and they should not be subject to higher or unexpected charges after receiving care. Since I did not receive a proper notice or consent for these excess charges, I respectfully request that the remaining balances for the services on 9/27/2024 be adjusted to zero, in compliance with these billing protections.Please review my account in light of these legal protections, and adjust the outstanding balances accordingly.Thank you for your prompt attention to this matter. I look forward to your response and resolution.Sincerely,******** ******** - DOB: *********
Business response
10/24/2024
Dear ******** ********,
Thank you for contacting Quest Diagnostics regarding your September 27, 2024 date of service. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.

For your September 27, 2024 date of service, Premium Healthcare sent Quest Diagnostics multiple different orders. Each claim was processed by *****************, and the balances are the co-insurance/deductible after United Healthcare processed the claims per line item. Below I have broken down each claim.

7834334685 - Billed amount $1,633.64. Patient responsibility $187.95
7834334673 - Billed amount $$1,301.43. Patient responsibility $76.05
********** - Billed amount $322.41. Patient responsibility $58.53
********** Billed amount $1,119.79. Patient responsibility $60.41
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
10/17/2024
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 had bloodwork done on Saturday, October 12, 2024. Before taking the blood the tech advised me that I had an open balance. I told her that I thought I paid that balance in August and I would check with my bank when I got home. She persisted and asked me to pay. She assured me that if I found I had already paid, I could contact their billing department to get my payment refunded. Upon returning home, I confirmed that I had paid the balance in early August so I contacted the billing department through email, provided details and asked that my money be refunded and confirm. I got an automated email indicating that I would get a reply in 3-5 days. I have since sent two emails asking for status. I also tried to call and indicated billing issue through the voice activated prompts. Was put on hold and then disconnected. This happened three times. I would like assistance getting my money back. The amount is not huge ($83.92) but I shouldn't have to go through this to get refunded. Thank you in advance for your assistance.
Business response
10/25/2024
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.
I located invoice number ********** for your June 24, 2024 date of service. The payment you made on October 12, 2024 in the amount of $83.92 has posted to the invoice. We are not showing your original credit card payment.
If you would kindly provide the proof of payment for your first payment of $83.92.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
10/15/2024
Complaint Type:
Order 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 or about July 5, 2024 a sample was taken and provided to Quest diagnostics. They didn't perform the tests and notified the Doctor on the order. Then, Quest diagnostics billed the insurance carrier for work that hadn't been performed. The insurance company paid and sent an Explanation of Benefits to the patient for approximately 27 dollars and some change. Quest billed the patient for over 88 dollars. When contacted, a follow up from quest was never made. Another contact got through to the supervisor who advised calling the Doctor instead of caring for the matter.
Business response
10/17/2024
Dear ********* ****,
Thank you for contacting Quest Diagnostics regarding your July 5, 2024, visit. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer service and unparalleled laboratory testing.
Please know the testing that was completed and resulted was delivered successfully to the ordering physician. Quest Diagnostics did not bill your insurance for the test that was not able to be performed. The $27.69 that is being billed to you is for the coinsurance/deductible of the testing was that resulted.

As a valued customer, we hope you will continue to use Quest Diagnostics in the future.

Sincerely,
Stephanie
Sr. Quest Experience Support Liaison

Customer response
10/21/2024

Complaint: ********

I am rejecting this response because:
Quest diagnostic says in their response that my portion is $27 and some change but they keep billing me for $88 and some change so clearly the person that responded never even looked at my complaint. Secondly, Quest Diagnostics contacted my doctor and informed her that the testing of the sample wasn't completed. My Dr's office then contacted me. So, this person never even looked into my complaint before they responded.

Regards,

********* ****
Business response
10/24/2024
Dear ********* ****,

I did thoroughly review your complaint, Quest Diagnostics is billing you $27.69, no longer $88.32. A new invoice was billed to you on October 16, 2024 for the amount of $27.69

As previously stated, there was some testing that was not able to be performed, that testing was not billed to your insurance. The invoice you are receiving is for the testing that Quest Diagnostics was able to perform.

Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Initial Complaint
10/15/2024
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.
10/08/2024 lab results are showing the exact levels as the prior test, 07/31/2024...out to two decimal places, which is not possible. This is a hormone level, so it's like saying I have the exact same number of hairs on my head as I did a couple months ago. It's absurd. There is clearly an error but when I contact Quest customer ********************** via email, a method I chose specifically because I am hearing impaired, I am referred to the same level of customer ********************** but for the phone.When I complained about that, I was ignored from that point on.Any other company would try to address a problem with their product, especially one so clearly obvious, but I have found that Quest has a history of simply refusing to reply to pretty much anything. Since the labs in question are a basic indicator of a possible recurrence of cancer, I find this instance to be particularly offensive to everyone involved.
Business response
10/18/2024
Dear **** *****,

Thank you so much for providing me with this information. Please allow me additional time to further investigate the possible delay in your September 25, 2024 results.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer response
10/18/2024

Complaint: 22424108

I am rejecting this response because:
It does not address the actual issue, which has nothing to do with a delay but with the duplicate results. The numbers are exactly the same on 10/08 as they were on 7/31, which would be virtually impossible even if my medicine dose hadn't been increased. In over 20 yrs of having this test done, the results have never before been exactly the same over the span of 20 yrs, much less twice in a row, even when my dose was the same.

Regards,

**** ********
Business response
10/18/2024
Dear **** ********,
Please accept my apologies for the incorrect response sent to you for your Better Business Bureau concern. Please know that your concern is currently under investigation, and I will follow up with you as soon as I receive more information.
Sincerely,
Stephanie
Customer response
10/22/2024

Complaint: 22424108

I am rejecting this response because: it has not had a reply from the business

Regards,

**** ********
Business response
10/24/2024
Dear **** ********,
If you would kindly provide me with the copies of your prior email correspondence with our customer ********************** department for investigation purposes.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison

Customer response
10/30/2024

Complaint: 22424108

I am rejecting this response because: I hope you aren't serious. Your email department does nothing but provide a referral to the customer ********************** phone number, I don't know how you aren't aware of that. All I need you to do is look at the test results from the two different days to see that they are exactly the same, which is as unlikely as finding someone with the same dna as myself. Alternatively, you can see that it took no time at all, something like a day, to get the "results", which is out of character for the normal time frame of a week to 10 days. Someone just filled in the data from the previous test. I don't know how to explain it any better. I can't even believe that there's no way to address this directly with Quest, either. I mean, this is ridiculous.

Regards,

**** ********
Business response
10/30/2024
Dear **** ********,
I consulted with our Medical Director to review your results concerns for your July 31, 2024 and October 8, 2024 dates of service.
Please be assured that our Medical Director advised that there is not a discrepancy with your results after reviewing further. It is just chance that the two tests results for the test in question look the same. Both results round to the exact same number.
Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
10/14/2024
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 got bloodwork done but my insurance did not cover it completely so I set up automatic payments to pay the rest of it off. The out of pocket total was about $270/$240 I paid $70 to set automatic up. I was done paying as of August, however have been charged for September and October. I have tried calling them multiple times and clicking on the billing line but keep getting our office is not available at the moment during their operating hours. I have emailed them as well. I cant find my original receipt but am waiting for one to come in the mail to provide more evidence for my claim. When I last spoke to them in August they told me I was done paying my balance. I have the confirmation number which I will provide below. I am interested in having this business investigated to see how many other people they are scamming. If I have to seek legal assistance to put an end to this and to seek my refund I will. This is a waste of my time chasing them around for money however it is also a waste of money to be over paying them. I have a busy like as a government employee and find this very unjust. The charges are also affecting my credit score when I am trying to raise it for a house which is another reason for my desire to sue the company for malpractice and fraud. I would like for someone from their company to reach out to me and confirm that the automatic payments will stop and that I receive a refund for $140. If I owe penies then they should be calling me to pay just the penies and not for the $70 a month automatic payments.
Business response
10/16/2024
Dear ******* *********,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experience regarding your invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
If you would please provide me with the invoice number and the patient date of birth for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
10/13/2024
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 had an annual physical check with Premise Health and the tests were conducted by Quest Diagnostics. Bill ****** is 7367964770.There is one item called immunoassay, infectious agent, code *****, charging $11.61 in the bill. That test was arranged due to a mistake of the provider, premise health. I have contacted premise health, and they said they have requested quest diagostics to charge that bill on Premise health. So quest diagostics should no longer charge the bill on me. However Quest Diagostics is still keep charging the bill on me. They are actually double charging on both the provider and the patient.I have contacted quest diagnostic more than 5 times but they have not solved the issue at your side yet. And I did not hear back from them at all.
Business response
10/16/2024
Dear ******* ****,
Thank you for contacting Quest Diagnostics. I apologize for any inconvenience and frustrations you may have experience regarding your invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Please know that we have not received correspondence from the client, Premise Health. If you would kindly contact the ordering physician regarding your concerns. At this time invoice number ********** has been placed on a hold with Quest Diagnostics to allow time for your physician to contact Quest Diagnostics.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer response
10/25/2024

Complaint: 22418081

I am rejecting this response because:
The premise health manager says they have contacted you quest lab multiple times to charge the bill on premise health instead of charging it on me. Please provide a reliable communication channel they can contact you to solve the issue.
Business response
11/05/2024
Dear ******* ****,

I apologize for the difficulty the client is having; the ordering providers office will need to contact their Quest Diagnostics sales representative to have the request for billing change submitted.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
10/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 9/25/2024 I had a blood draw at my provider's office that was sent to quest. My provider received the results on 10/7/2024. I have opened several tickets with **************************** to have the results given to me through the portal but I am being told as of today 10/12/24 that the results cannot be given to me because they are still being worked on and are not complete. This is untrue since the results were already sent and confirmed received by my provider 5 days ago. Quest is voluntarily withholding my results from me in a clear violation of HIPAA.
Business response
10/18/2024
Dear Anthony Montero,
Thank you for contacting Quest Diagnostics regarding your results. I apologize for any inconvenience and frustrations you may have experienced. Our goal is to differentiate ourselves with unsurpassed customer service and unparalleled laboratory testing.
Please know that your September 25, 2024 date of service has been resulted and was delivered to your MyQuest patient portal today October 18, 2024.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Customer response
10/18/2024
[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 22414917, and find that this resolution is satisfactory to me.

Regards,

Anthony Montero
Initial Complaint
10/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I visited the Quest Diagnostics location at **************************** on Oct. 11th to complete bloodwork that I ordered. The technician made me feel very uncomfortable and was unable to get blood on multiple attempts. The office was dirty and it was not professional. I have never had an issue getting my blood taken and the technician appeared to not know how to locate a vein. I would like a refund as I didn't have any testing completed. I have tried to contact the company for a refund without success. Please help me obtain a fair refund.
Business response
10/17/2024
Dear Hilary Gaiser,
Thank you for contacting Quest Diagnostics. Our goal is to differentiate ourselves with unsurpassed customer service and unparalleled laboratory testing.
As a follow up to the investigation I would like to extend my sincere apologies for your experience. Your visit did not meet Quest Diagnostics’ Everyday Excellence service level. The Patient Service Center Leadership has addressed your concerns with their team and the phlebotomist will be closely monitored.
Hearing from our customers helps us to ensure that we provide excellent customer service as patients 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.
Please know that your order has been cancelled and fully refunded, you should be receiving the refund within the next 7-14 business days.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Customer response
10/18/2024
[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 22412251, and find that this resolution is satisfactory to me.

Regards,

Hilary Gaiser
Initial Complaint
10/08/2024
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 need to have blood drawn and my doctor only ** tracts with Quest diagnostics. I scheduled an appointment as per the request of the business. When I arrived to my appointment after taking time off work and missing out of income, I find the business is closed and the e office is empty. I arrived for my scheduled 4pm appointment at 3:51 to find the office closed. The office hours posted on the door are M-F 7:30-4pm. I called the customer ********************** phone number and was unable to speak to a person before the automated phone system disconnected the call.
Business response
10/15/2024
Dear ***** ***,
Thank you for contacting Quest Diagnostics regarding your 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 with the exact address of the Quest Diagnostics location visited, your date of service and your confirmation number for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison

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