ComplaintsforQuest Diagnostics

Medical Lab and Testing

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Initial Complaint
09/20/2024
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 had blood drawn at a Concentra location and Quest Diagnostics is who does the lab testing and they picked up and delivered my blood work but at the lab they lost my blood samples preventing of getting results. This is a huge concern because what if my health is at risk due to not knowing my results?!My specimen #WX829816Y
Business response
09/26/2024
Dear ******* ********,

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

We do apologize for this happening, your physician that ordered the testing was notified that the testing was not able to be done. All the tests were cancelled, and you were not charged. Please know this is not our standard quality of care.

It is in the best interest of the patient to speak with their ordering physician. The ordering physician can make the medical determination on if you need to return to perform the testing.

Should your physician want the testing done again, they will need to provide a new order. We encourage you to make an appointment if you are going to return.

I appreciate the opportunity to respond to your concerns.

Sincerely,
*********
Sr.Quest Experience Support Liaison
Initial Complaint
09/19/2024
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 had to do bloodwork for my doctor for upcoming surgery I was told by ********* I can go to Quest Diagnostic in ************* I went online made appointment for 9/13/2024 9:30 AM ,, comments online say be early they will make you wait if your not on time they have attitudes at location about being on time I arrived early checked in when I received text I can check in then went inside I came into location with a worker talking about how to check in to everyone in waiting area he was talking at us not with any customer ********************** someone trying to check in could not the machines or kiosk screen was dirty and no one could type there info he went to back cleaned screen with wipes this is the same person who also draws blood when I was called at 10 AM ******************************************************************************************************** I have to pay my balance first to get blood drawn I signed into quest checked everywhere to see if I had a balance and there was no balance on my account of course she was rude and nasty to me she used a big needle on me I asked her is theres a reason your not using butterfly to take my blood she then said we dont have any here and its only if customer ************************ it I said when were you going to tell me that she then rolled her eyes at me WHY IS A PHLEBOTOMIST TAKING MY BLOOD AND ASKING ABOUT BILLS AND CLEANING THE WAITING ROOM I DONT WANT SOMEONE TO TAKE MY BLOOD WHO IS ASKING FOR MONEY AND WHY DO I HAVE TO KNOW THIS PERSON HAS A ATTITUDE THERE WAS NOT ONE PROFESSIONAL WORKER IM MAKING A COMPLIANT WITH BOARD OF HEALTH AND **** I CONTACTED QUEST AND STILL HAVE NOT HEARD FROM THEM
Business response
10/01/2024
Dear ****** *******,
Thank you for contacting Quest Diagnostics regarding your September 13, 2024, visit to our ******************************* service center. I apologize for any inconvenience you 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 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.
Please also know that at the time of service, the phlebotomists must verify demographics as well as insurance information before performing the draw. At the time of service, if a due balance populates from a previous date of service, we try to collect the payment. At times, there may be an estimated patient responsibility for the testing being performed that day, and the phlebotomist will ask the patient for a card for the pre-authorization.

Hearing from our customers helps us to ensure that we provide excellent customer ********************** as ********************* 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.

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

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
09/18/2024
Complaint Type:
Sales and Advertising 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 09-18-2024 I had to sit at quest diagnostics in ********* ********** for hours for a 2 minute blood draw. I told them that my doctor had scheduled a standing order for a blood draw because timing for me is an issue as I have to drive 35 minutes to get to ********* Quest Diagnostics. They advertise that walk-ins are welcome but I was informed after I arrived that scheduled appointments have priority and I would be seen if they could fit me in well, if their appointments are booked all day, when the h*** do I get in? Wait for 8 hours for a 2 minute blood draw? This is the most poorly ran business I have ever encountered. End result: I left without my required blood draw which was needed as I was hospitalized when I was out of the country. The sad part- I got better care and a blood draw in a third world country within 10 minutes of arriving at their medical center but I cant get a needed blood draw from Quest Diagnostics even though they advertise walk-ins are welcome. I rate this business -3 stars! I will not be getting my blood draw from here any longer. I advise all people to go somewhere else for a blood draw.
Initial Complaint
09/16/2024
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 was a bone marrow transplant patient at ******************************* Hospital last summer. QUEST LABS required me to pay two lab bills done in January/ February 2024, stating that my insurance wouldn't pay it. The Stanford Director of Transplant Services contacted my ******* *** sent Quest the corrected code. I was told by Quest, about 2 weeks ago, that the code was accepted, and I would receive my reimbursement in 10 - 12 business days. However, when I called them today to doublecheck on it, (as I still haven't received it), Quest now told me that it will take 30 - 60 calendar days to receive it! Meanwhile, Quest sits with my money, which should be sent to me in a timely manner. In today's world of technology, they most likely just have to push a button. Instead they are holding my money for no reason. Thank you for your time!
Business response
09/24/2024
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. It is the policy of Quest Diagnostics to thoroughly investigate each complaint and to implement any appropriate corrective action when an area is identified as needing improvement.

After review of Ms. *********** billing concerns, I confirmed a refund was issued to her credit card on 9/20/2024 for invoices ********** and 6900035765. Once a refund is requested it can take 4-6 weeks for a patient to receive it.

Thank you for bringing this matter to our attention. If you have any questions, please feel free to contact me directly.
Initial Complaint
09/12/2024
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.
9/12/24 TODAY, I CALLED QUEST DIAGNOSTICS AT ************ AND SPOKE TO ***** WHO WAS RUDE, DISCOURTEOUS, NOT HELPFUL AND DIDN'T TRANSFER ME TO A QUEST SUPERVISOR WHEN I REQUESTED. I ALSO HAVE QUEST APPROVED FINANCIAL ASSISTANCE STARTING FROM 4/12/2024 THRU 4/12/2025 AND ALL QUEST BILLS SHOULD BE A ZERO BALANCE ON MY BEHALF AND NOT REPORTED NEGATIVIELY TO THE *************. IN ADDITION, QUEST NEEDS TO ADJUST AND MAKE SURE THERE IS A ZERO BALANCE FOR ALL OUTSTANDING BILLS AND BILL #**********, BILL #**********, AND BILL # **********. I WOULD LIKE A QUEST SUPERVISOR TO GIVE ME A CALL BACK.
Business response
09/12/2024
Dear ****** ******,
Thank you for contacting Quest Diagnostics regarding your invoices. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
Invoice number ********** is reflecting a zero balance no patient responsibility.
Invoice number ********** has been denied from the insurance stating patient is not covered on the August 6, 2024 date of service, if you would please provide me with any updated insurance information for this date of service.
Quest Diagnostics submitted a form to the ordering physicians office to verify patient information for invoice number **********, the invoice is not currently billing the patient.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer response
09/26/2024

Complaint: ********

I am rejecting this response because:

Regards,

****** ******
9/26/24

BBB QUEST NEEDS TO look in their records because I HAVE a QUEST APPROVED FINANCIAL ASSISTANCE APPLICATION AND approved QUEST FINANCIAL ASSISTANCE FROM 4/12/24 THRU 4/12/25 TO COVER ALL QUEST DIAGNOSTICS BILLS. SO QUEST EMPLOYEE Stephanie SHOULD MAKE SURE THAT THERE IS A ZERO BALANCE DUE ON Invoice number **********, **********, 7647450471. AND theta Quest makes NO ******************* REPORTING on my behalf... BBB MAKE SURE MY WRITTEN RESPONSE IS REFLECTED ON THIS BBB COMPLAINT #******** regarding QUEST.
Thanks,

SLW
CUSTOMER
Business response
10/02/2024
Dear ****** ******,

Your remaining invoices have been amended with your 100% financial assistance, please allow ***** hours for the invoice to reflect a zero balance.

Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
09/11/2024
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.
Hello,I paid Quest Diagnostics for my son's procedure in June. I did not write it in the check book and it took at least 7 or more days to clear, so forgot, and wrote a second check in the amount of ******** Quest should owe me ***** back as both showed in my bank account as deducts.I have made three phone calls to retrieve the $. I am treated in a roundabout manner and have not received my money back almost two months after the original payment,
Business response
09/12/2024
Dear **** ******,
Thank you for contacting Quest Diagnostics regarding making payment to your invoice. Our goal is to differentiate ourselves with unsurpassed customer ********************** and unparalleled laboratory testing.
If you would kindly provide me with the invoice number in question for further research.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Customer response
09/27/2024

Complaint: ******** and BILL # ********** (Per *********** request )

I am rejecting this response because:
My payment was collected twice, once due to a check due to a lapse in the company paying, I paid them again because I had not recorded the transaction. It showed up on my online bank account twice. Those dates were in late June and on July 9, 2024.
When calling customer ********************** they stated I would receive a check in ***** days (I spoke with both ****** and *****). Never was I told I would not receive a check. It has been 2 months since the original call and I haven't received it.

Regards,

**** ******
Business response
10/01/2024
Dear **** ******,

Thank you so much for providing me with the invoice number. I was able to locate the second payment that was made via check,and have requested a refund in the name **** ******. Please allow 2-3 weeks for you to receive your check in the mail.
I appreciate the opportunity to respond to your concerns.
Sincerely,
*********
Sr. Quest Experience Support Liaison
Initial Complaint
09/08/2024
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’ve contacted BBB earlier this year. I was contacted by quest and given an email address for ** ****** ******** to send records to. They’ve done so months ago and I misplaced the address to follow up. I’ve never heard back and bills are piling up. I was told to submit records, which were sent, and bills so that quest can pay for my daughter needing to go to the ER twice post lab draw. Her arm went numb, pale, loss feeling and cold within 30min of visiting quest. Her school sent her to the ER. Symptoms returned less than 24 hrs later and she needed to return there along with following up with a neurologist. I have multiple bills totaling $3,923.92. Also, a bill that we are being harassed for bill number-*********doesn’t even have the correct insurance listed. I have ****** ********** *** never had *****
Business response
09/20/2024
Dear ****** ********,
Thank you for contacting Quest Diagnostics. Our goal is to differentiate ourselves with unsurpassed customer service and unparalleled laboratory testing.
Please know that on April 5, 2024 you spoke with Ashley, Supervisor of the Patient Service Center. It was our understanding that you would be emailing documentations to support your concerns. At this time, Ashley has not received the documentation requested. If you would kindly attach the documentation requested for further investigation.
I appreciate the opportunity to respond to your concerns.

Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Customer response
09/22/2024

Complaint: ********

I am rejecting this response because: What was responded made no sense. I wrote, that at ******** hospital already sent records and I am trying to send the bills but misplaced the email address and I never heard from anyone if they received the records. I attached the bills I could find, since I filed the other bills sent, but will send any additional if I find them.

Regards,

****** ********
Business response
10/04/2024
Dear ****** ********,

If you would kindly attach all documents with your response to the Better Business Bureau.

Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Customer response
10/13/2024

Complaint: ********

I am rejecting this response because: this case won’t stay opened long enough for the records to be received. By the time they send it to me and upload may be a while. If I have to open another case and this takes even longer, im going to get frustrated.

Regards,

****** ********
Initial Complaint
08/29/2024
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.
This is the letter that I am drafting: **Subject: Complaint Regarding Quest Diagnostics Billing Practices** Dear Quest Diagnostics, I am writing to express my extreme dissatisfaction with your company's billing practices. I have experienced significant frustration and inconvenience due to inaccurate and misleading billing statements. On May 10, 2024, I received a bill (number *********** for a procedure performed on April 22, 2024. I promptly paid the full amount of $107.79 on May 28, 2024, via financial institution bill payment. The bank check was cleared on June 7, 2024. Despite this, I received another bill dated June 14, 2024, stating that I owed the May 10th bill. I contacted Quest Diagnostics on June 20th to inquire about this discrepancy. The representative, Desiree, acknowledged that there was a mistake but could not provide a clear explanation. To my further dismay, I have now received a third and fourth letter (July 14 and August 29) from Quest Diagnostics, threatening to take this matter to a collection agency and negatively impact my credit score. This is completely unacceptable, especially considering my repeated attempts to resolve this issue. I am deeply troubled by Quest Diagnostics' persistent harassment and improper business practices. This behavior constitutes a form of extortion and is a clear violation of my consumer rights. I demand that Quest Diagnostics immediately correct this error, cease all harassment, and provide me with a written confirmation that this matter is resolved. If Quest Diagnostics fails to take appropriate action, I will have no choice but to pursue legal remedies, including potential class action litigation. Thank you for your immediate attention to this urgent matter. Sincerely, Frustrated paid customer
Business response
08/30/2024
Dear ********** *********
Thank you for contacting Quest Diagnostics regarding payment to your invoice. 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.
After further investigating your payment of $107.79, I have applied your payment to invoice number **********. Please allow 24-48 hours for your payment to reflect. Also, please let me know if you would like me to provide you with a zero-balance letter once your payment has posted for your records.
Again, I apologize for the time and effort you have spent on having your concerns resolved and I appreciate the opportunity to respond.
Sincerely,
Stephanie
Sr. Quest Experience Support Liaison

Customer response
08/31/2024

Complaint: ********

I am rejecting this response because:

I would like a written response mailed to me showing a zero balance on my account before accepting the response.

Regards,

********** ********
Business response
09/04/2024
Dear ********** *********
I have requested a zero-balance letter be mailed to the address you provided to the Better Business Bureau, please allow 1-2 weeks for you to receive it in the mail.

Sincerely,
Stephanie
Sr. Quest Experience Support Liaison
Initial Complaint
08/29/2024
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 had Progesterone(pdg) bloodwork drawn on 08/14/24 at ************************. I was informed it would be sent to **************************************** lab to be processed and I should get the results in a few days. It is over 2 weeks later and I still do not have the results. My doctor had to send me to have the blood taken again elsewhere and I got those results within 2 hours so over 2 weeks is not acceptable. I called Quest Diagnostics customer ********************** 4 times concerning this! Each time, except the last I was given a different answer as to when I'd get the results. The last representative actually took the time to call the lab it was sent to (in **********-I don't understand why it would have been sent all the way there). She said they told her there was a delay and it would be another few days. So now I'm looking at 3 weeks for results. So needless to say I will be charged twice because I had to get the bloodwork done elsewhere as the result was needed in a timely manner. Quest should have informed their patients if there is that drastic of a delay.
Business response
09/11/2024
This case is still being investigated. We will need additional time. Thank you.
Customer response
09/11/2024

Complaint: 22215447

I am rejecting this response because:

There is still no answer as to why this happened or a resolution. Quest is still looking into this per their message.

Regards,

*****************************
Business response
09/12/2024
Thank you for contacting Quest Diagnostics regarding patient *****************************. 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 and to implement any appropriate corrective action when an area is identified as needing improvement or an employee in need of re-education or re-training.

After review of the patients concerns, there was a delay in processing due to the increased testing volume. The patients results were sent to her MyQuest account on 8/31/2024 and 9/1/2024.

I have forwarded the concerns to the call center management to review the calls and provide training opportunities as necessary.

Thank you for bringing this matter to our attention. I appreciate the opportunity to respond to ******* Schiavos concerns and apologize again for their frustration. If you have any questions, please feel free to contact me directly.
Customer response
09/13/2024

Complaint: 22215447

I am rejecting this response because:

I wanted the business to void the money owed for the bloodwork due to the delay and me needing to get it done again. The business contact states I may contact them directly in the message but provides no contact information. Does BBB have this? Thanks
*****************************

Regards,

*****************************
Business response
09/16/2024
Please have the patient provide a copy of the invoice she has received so that I can investigate it further.
Sincerely,
Customer response
09/16/2024

Complaint: 22215447

I am rejecting this response because:
There is still no contact information provided. I don't want to upload an invoice to BBB where others can see it.

Regards,

*****************************
Business response
09/17/2024
The patient may forward a copy of the invoice to our Quest experienced mailbox directly.
***********************************************************
Please put attention ******* in the subject line.
Initial Complaint
08/28/2024
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.
Today, 8/28/2024, I visited the Quest lab at ************************************************* I am a kidney transplant patient and, as so, I need to have my blood checked regularly (been doing so for 2 1/2 years)* I have encountered the same issues time and time again* The technician can not find the bloodwork order (its usually because of my first name being 2 words), or some system issue with dates or statuses* I brought a paper copy with me this time* I was first told quest couldn't do the order because of the date (date on order was date of my ** ******* I asked for a supervisor* His name is **** and he told the Tech to do the order and then started to show me your system and how the ** was wrong* Each time I have an issue they always blame the *** I said there s/b an order for BK virus, a critical test I need to do* He said it was there but on hold and THEY COULDN'T DO THE TEST* I explained my frustration with the Bureaucracy and he just kept blaming the ** and even told me to "Find another **" * He kept showing me the Quest system and that I need to explain all of this to my *** **** said the ** is the one with the license and certifications and he should do it right* I asked him to understand my position as patient and I just need my tests done* I asked if there was someone who worked with the **'s to resolve these issues yet he kept cutting me off* He was unprofessional, uncaring and should not work with patients* He took zero accountability and offered no solutions* I am tired and frustrated with having to deal with these issues each time I go for tests* It's already an anxious experience for me to have the blood drawn, but to have such uncaring people treat patients in this manner is unacceptable* Someone in your company needs to deal with this "back office" problems and stop relying on the patients to do it for them*
Business response
09/10/2024
Dear *****************************,

Thank you for contacting Quest Diagnostics in regard to your experience during your August 28, 2024 date of service. In investigating your complaint through the Better Business Bureau and Quest customer **********************, I have determined your initial complaint was sent to upper management of the site visited.

Please know our process is to escalate patient concerns to management for investigation and outreach to the patient. You spoke with *****, the supervisor of the site you visited, who advised the phlebotomist has been coached I echo her apology regarding your experience and ensure your concerns are getting the proper attention.

We consider this matter closed, however please let me know if there is anything additional I can help you with.

Sincerely,
*********
Customer response
09/11/2024

Complaint: 22207440

I am rejecting this response because:

I believe that there is still an outstanding systemic issue within Quest that Requires further attention. Additionally, I do not believe that **** from the Palm Coast office was held accountable for his actions. Because of **** and how uncomfortable he made me feel, I will no longer be using quest diagnostics.
I do want to thank ********* for calling me from quest corporate. We had a great conversation, and she was the only one from quest that actually listened to what I had to say, and was empathetic. While I have been informed that **** is getting much needed coaching, I dont believe he is being held accountable for his unprofessionalism and insensitivity towards patients. I think it is quite horrific that he talked negatively about me to my doctors office and then stated all dialysis patients are emotional. That is terrible to say about a group of people who are going through a very difficult time in their life. Furthermore, I do not believe it is the patients responsibility to be the middle person between quest and the doctors office. Countless times I was instructed by quest to go back to my doctors office with XYZ information only in turn to be told by the doctors office that they did everything correctly. I think the issue that needs attention is having a liaison from quest that can speak to doctors offices when issues arise and data is not inputted correctly into their system. It should not fall on a patient to have to manage Quests bureaucracy.
Again, I thank ********* for her phone call and conversation.. Unfortunately, due to Joses behavior I will no longer use Quest for my lab needs.

Regards,

*****************************

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