ComplaintsforQuest Diagnostics
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Complaint Details
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Initial Complaint
10/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 LiaisonCustomer 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 MonteroInitial Complaint
10/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 LiaisonCustomer 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 GaiserInitial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 LiaisonInitial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went for testing on 9/25/24, to which I am expected to pay over $1000 for. I was told my results would be ready in a week- it has been over 2 weeks and I still do not have results. I was given misinformation by several supervisors for Quest Diagnostics, and by the time I receive my results it will be almost 3 weeks- which is 2 weeks past the turn around time. I was supposed to be hosting my gender reveal party, which now has to be cancelled without any refunds due to Quest's continuous misinformation and lack of producing results. I am not only taking an emotional hit but a financial one as well and I want my bill adjusted to reflect this.Business response
10/10/2024
Dear **** *****,
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 ********************** and unparalleled laboratory testing.
If you would please provide me with the exact address of the Quest Diagnostics location visited and the patient date of birth for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support LiaisonCustomer response
10/10/2024
Complaint: 22398137DOB is **********, I had the sample taken at *********************************************
Regards,
**** *****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 LiaisonInitial Complaint
10/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This business has been paid over a year ago and is now sending a collection agency after me for a bill that was paid. ***** seriously my bank has a clear transaction of payment and they continue to hound me a year later after I already dealt with the last agency. This is BS and ridiculous. Description ACH Debit QUEST DIAGNOSTIC FIRST TECH FCU B - BILL PAYMT Account *** Checking Plus *2902 Posting Date 05/22/2023 Transaction ID ************ Category Uncategorized Amount - $*****Business response
10/09/2024
Dear Jennifer Cox,
Thank you for contacting Quest Diagnostics regarding your invoice. I apologize for any inconvenience and frustrations you may have experienced regarding your invoice. Our goal is to differentiate ourselves with unsurpassed customer service and unparalleled laboratory testing.
If you would kindly provide me with the invoice number for further investigation.
Sincerely,
Stephanie
Sr. Quest Experience Support LiaisonInitial Complaint
10/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Both myself and the owner of the company I work for paid a very large bill to Quest Diagnostics via credit cards. My company paid the bill without me knowing on the same day I did. I am owed a credit from quest diagnostics. I have repeatedly called them within the last three months and no one is helping me get the credit I am due. Its a substantial amount almost $3000. When I call the customer ********************** number on the bill that I paid, they tell me a supervisor will call me back and they never do. Horrible customer ********************** and no one helping me get a credit due to me. I tried to reverse my payment with my credit card company but they declined due to insufficient records of communication with quest diagnostics. All I can do is call them on their customer ********************** number! With no assistance provided. Please help its a very large amount of money for me. Thank you in advance for any help you can provide. ********* ******Business response
10/09/2024
Dear ********* ******,
Thank you for contacting Quest Diagnostics regarding your October 20, 2023 date of service. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Please know that a refund of $2,974.76 has been processed back to the original form of payment as of October 6, 2024.
Again, I apologize for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support LiaisonCustomer response
10/09/2024
Complaint: 22379445
I am rejecting this response because:
I need to know the EXACT form of payment (credit card) that they sent the payment to please. I am not showing any credit on my credit card. Can they please verify where they are sending the money?
Regards,
********* ******Business response
10/10/2024
Dear ********* ******,
The refund was issued in the amount of $2974.76 back to the credit card under ******* ******. The refund was processed back to the second payment to post to the invoice, which was ******* ******. I would advise the patient to speak with their employer to submit a reimbursement request.
Sincerely,
*********
Sr. Quest Experience Support LiaisonInitial Complaint
10/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Transaction Date 10/1. Service Date: 10/2 Reason Given: We are short staffed.Stepped outside to take a phone call after waiting for 50 minutes for my scheduled appointment at 9:10. Got a text to come back in, the worker called my name and by the time I had entered (within 30 seconds) she said I had been kicked out of the system and had to rejoin the queue. Told me to call the ***** number to get a refund. After calling billing, they put me on hold and then asked for a survey and hung up. Spent 3 hours dealing with Quest with no result. Expecting full refund and credit for time. Totally unprofessional workplace and improper business practices that should be investigatedBusiness response
10/09/2024
Dear Nathan Kagan,
Thank you for contacting Quest Diagnostics regarding your October 2, 2024 date of service. Our goal is to differentiate ourselves with unsurpassed customer service and unparalleled laboratory testing.
I am sorry for the less than excellent customer service you experienced and the frustration this has caused. We stress customer care, and I apologize that you did not receive the quality of care that should be expected.
Please be assured that we take patient contacts very seriously. It is the policy of Quest Diagnostics to thoroughly investigate each complaint and to implement any appropriate or 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 exact address of the location you visited, and if you would please tell me if you would like to reschedule your appointment.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Sr. Quest Experience Support LiaisonInitial Complaint
09/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Today (September 27) I had an appointment. I checked in early. There are clearly posted signs which state that appointments are given priority. Nevertheless, I had to wait HOURS while people who walked in after me were seen. This is clearly false advertising!Business response
10/04/2024
Dear Joshua Stern,
Thank you for contacting Quest Diagnostics regarding your September 27, 2024 visit to our patient service center. I am sorry to hear about your experience. Our goal is to differentiate ourselves with unsurpassed customer service 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 and to implement any appropriate or 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 please provide me with the exact address of the location you visited for further investigation.
I appreciate the opportunity to respond to your concerns.
Sincerely,
Stephanie
Sr. Quest Experience Support LiaisonInitial Complaint
09/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On September 24, 2024, I purchased a test from Quest identified by the order number provided. I scheduled an appointment for the same day to have the test done. When I arrived and talked to the technician, I was told that Quest would not do the test I purchased (and would not do any future tests ordered by my doctors) until I paid an amount Quest claimed to be due for a prior unrelated test that should have been covered by original ********, whose denial I have appealed. Interestingly, the amount Quest claims exceeds $160.00 for a bill that ******** will allow less than $10.00 when the appeal is completed and which I could have purchased through Quest for less than $65.00. Quest should do the test I purchased or refund the money I paid for the test.Business response
10/01/2024
Dear Kenneth Apgar,
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 service and unparalleled laboratory testing.
If you would kindly provide me with the exact address of the Quest Diagnostics location you visited and the date of service for further investigation.
Sincerely,
Stephanie
Sr. Quest Experience Support LiaisonCustomer response
10/02/2024
Complaint: 22343177
I am rejecting this response because: You requested additional information. The facility address is 14831 North Dale Mabry Hwy, Tampa, FL 33618, the appointment date was September 24, 2024, at 8:40am. Also, Medicare has now determined that I do not owe the disputed charge.
Regards,
Kenneth ApgarBusiness response
10/02/2024
Dear Kenneth Apgar,
If you would kindly provide me with the documentation from Medicare stating the testing is not billable to the member.
Sincerely,
Stephanie
Sr. Quest Experience Support LiaisonCustomer response
10/07/2024
Complaint: 22343177
I am rejecting this response because:
You have requested a copy of the Medicare Appeals Decision dated September 26, 2024. The decision says it has been provided to Quest. However in the event Quest did not receive it, I will send Quest a copy directly. Please provide me with Quest's mailing address.
Regards,
Kenneth ApgarBusiness response
10/15/2024
Dear Kenneth Apgar,
You may mail the correspondence to Quest Diagnostics PO BOX 740781 Cincinnati, OH 45274-0781. Or you can attach the document to your response through the better business bureau.
Sincerely,
Stephanie
Sr. Quest Experience Support LiaisonCustomer 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 22343177, and find that this resolution is satisfactory to me.
I have now been able to obtain the test I purchased, albeit, it a month after I paid for it.
Regards,
Kenneth ApgarInitial Complaint
09/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company has repeatedly treated me like I am stupid, cut me off, interrupted, refused to help, and collected $90+ on an order that they did not provide and are not helping me reschedule. This is absolutely terrible customer **********************. I called the customer ********************** number after being treated humiliatingly in front of others when I was in the seat to have blood drawn, called for help and left a detailed voice mail requesting follow up and help rescheduling, and never heard back-went to their help section on the companys website today for further help and explained all of this, just to be completely shut down. This company is slimy and does not care about people as humans, just as numbers. As long as they get money, they clearly dont care what you have to say or need. Do NOT use Quest Diagnostics, they are trashy and you can be treated better elsewhere. This page wont allow me to upload the screen shots I have of the entire conversation with the live agent today, but Im happy to email them to anyone who would like to see the disrespect and incompetency on THEIR end.Business response
09/25/2024
Dear **** *******,
Thank you for contacting Quest Diagnostics regarding your concerns. 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 additional information regarding your concerns, and how I may further assist.
Sincerely,
*********
Sr. Quest Experience Support Liaison
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Customer Complaints Summary
1,594 total complaints in the last 3 years.
439 complaints closed in the last 12 months.