Quest Diagnostics
reviews and complaints

Below is a complete copy of the chat session with "Chrissy" from Quest and the follow up E-mail I sent to their corporate headquarters.

Good afternoon.. We are trying to pay out of pocket for a test.
Rheumatoid Arthritis
IdentRA(TM) with 14-3-3 eta
Here is the link.>>>> https://www.questdiagnostics.com/home/physicians/testing-services/condition/rheumatoid-arthritis/ra-diagnostic-panel/?fbclid=IwAR0zpHHHl3W4pU1C3wSI3UgnFipBzq4molHPNOQ_mjiaDsLG7JhdlSUfN-I

We can't find it on your site. My wifes primary is out on an extended vacation. We want to know the cost if we pay out of pocket.

I just finished up a chat with a "Chrissy", who could not explain why we were not able to schedule and pay out of pocket for this test without being ordered by a doctor.

Even after that she informed us she would provide a billing code in the chat, then told us a few lines later she could not.

We are not very happy at all being lied to by one of your employees not being provided with an answer to our question.

A copy of the chat is included below.

"Hello and thank you for choosing Quest Diagnostics. My name is Chrissy how may I help you?

questdiagnostics
My wife is trying to secure a test suggested when she visited our local facility. Rheumatoid Arthritis Diagnostic Panel IdentRA™ with 14-3-3 eta
You
i see you are tarrying to purchase a Rheumatoid Arthritis Diagnostic Panel IdentRA™ with 14-3-3 eta

questdiagnostics
We cant find it on your site to purchase
You
that mean you have to get a order from a Doctor if it is not on that site

questdiagnostics
please explain why
You
now if she wants to pay out of pocket with a order from a Doctor i can give you billing number

questdiagnostics
We are talking about purchasing out of pocket
You
yes but the test is not on Quest Direct for you to order your self you need a order from a Doctor

questdiagnostics
what state are you in i will give you billing number

questdiagnostics
Illinois. SHe is having trouble with her primary ordering this and he will be leaving for an extended vacation
You
all the test that Quest offer is not on that site and if its not you have to get a order to do them

questdiagnostics
Provide me with the billing number please
You
very sorry a Doctor ordering the test is the only way if its not on Quest Direct

questdiagnostics
You "just" told me you would provide me with the billing number
You
You will need to contact our billing team at [protected]

questdiagnostics
So you were either lying or did not know what you were talking about
You
What is you ID number
You
I'm waiting
You
i do not have a ID number

questdiagnostics
when I call and complain I want to know who to tell your corporate who I was chatting with.
You
chrissy

questdiagnostics at 3:47:28 PM

Chrissy"

Above is a copy of the conversation. We are extremely unhappy with this individual and lack of her cooperation and/or giving us misleading information, also not explaining why we are not able to secure this test if we are willing to pay completely our of pocket.

You need to step up your employees game.

In review.

1) WHy are we not able to secure this test on our own when we are willing to pay completely out of pocket?

2) How much would this cost?

3) for our reference what is the billing code as promised by your employee?

Glen Neal

7/8/21 - i have been going to quest for years. Went into my appoinment today sat down for 20 minutes without a face covering due to health issues. Then a very rude woman of color told me to put a mask on or leave. I told her i could not wear one and she said then we will not serve you. I will never use another quest lab. You are breaking florida law by refusing serivce. Our state has lifted these ridiculous mandates. He was discrimated against becuase he is white. Went to labcorp and recieved service. You will never get my business again

Quest Diagnostics ignoring a request for refund on payment made by mistake in Bank online Bill Pay option

I paid $48.17 on 3/4/2021 by mistakes when I don't have any outstanding bill to pay. I meant to pay my water bill in the Bill Pay option from the Bank of American online option.

I sent a several emails online to them but no one replied. And also called their phone numbers too but they asked me to send a letter to their customer service in OH and I did that but no result so far. Then, I again sent a letter to their Corp accounting office, cash reconciliation Dept. in NJ on 5/19/21 and no result so far. I did attached a copy of bank trace# letter from the bank.
As of today, 6/30/21, I have not heard from anyone.

What kind of people work for company like this? It's a big and nationwide company, and they are supposed to be more professional and give back if they received money by error.

Hello,

I feel that people answering the phones are not providing any good customer service. As I was a customer service advisor for over 35 years; I called on a bill set on hold for over 15 min, mind you people have to work and are not able to call to speak to someone. The lady nancy at 12:19 pm june 28th with whc do to me asking questions got frustrated I guess and hung up. As I was trying to match payments with eob and 2nd insurance which again I gave all that information to have billed for my 2nd insurance. Now not sure that she will do her job and foward this info. I feel our service for customers is becoming less personal and more un human.

A tech his cell phone out during a lab draw, O'Neal?. Possibly filming or taking photos of my info. HIPAA violation? This was not the first time. Renton Lab off of 43rd.
I will be reaching out to the attorney general to file a formal complaint with this company and employee.

My sickly mother is waiting to be accepted into a specialty clinic for further work up of a yet to be diagnosed illness. She was contacted by someone who she thought was this clinic and told she would receive a certified package in the mail. She was instructed to fill out the paper work and call back to schedule an appointment. The package contained instructions to go to a Quest laboratory and have blood drawn. She did that this morning and then asked me to follow up with the phone call as her frailty makes it difficult for her to speak and be heard on the phone. I called the 800 number she was given. When I called, the message is "just for calling today, you are eligible for a $100 gift card, press 1 for more information". Didn't sound like a medical clinic to me, so I googled the clinic and called the clinic directly. They told me my mothers case is still under review and no one there has reached out to her. So today, my brother drove her over an hour one way to have a bogus test done and to have our hopes of her getting into this clinic completely crushed. How could they do this to people? I hope they don't plan on sending us a bill.

Electronic checks with acct number in memo line sent to Quest are lost. This has happened twice. I get a bill after I have paid and the money has been taken out of my bank. I call, manager tells me I have to prove payment and that pymt posting could take up to 30 days. I then received a Last Notice bill 6 months later. I have now spent over an hour on hold, cut off and transferred. There is nothing more that I can give them - they have $ amt, date cashed, acct # but insist on a check # - there is no check # attached to an electronic check. This is ridiculous - all this for $37!

Went in today, 6-8-21 about 12PM for blood work. Was only an elder man there for lunch hour. I told him my veins are very hard to find and that my doctor recommends using a butterfly needle. He refused and had to re-try several times. It HURT. I told him to try using veins on top of my hand which always worked well. He still refused. He finally tried a butterfly needle and got a vein 1st try. WHY did he do this to me? Black & Blue arm now and hurts. The patient is ALWAYS CORRECT! I am PISSED.

Quest offers patient assistance for those who are low income with no insurance. I applied for assistance for my boyfriend but I keep getting the bill back in the mail. I sent EVERY SINGLE DOCUMENT that was asked for not once but TWICE. All I keep getting are requests via mail asking for the same documents I've already sent in not to mention RUDENESS. I call but they NEVER ANSWER THE PHONE. I would like a supervisor to call me please at [protected] THANK YOU.

i received a bill from quest diagnostics regarding a blood test requested by my doctor. the bill is for over $400. i have Medicare insurance AND a supplement that covers 100% of what Medicare doesn't cover. I am 76 years old with cancer and heart failure issues. the billing number is [protected]. I only receive $1200 a month and it is very hard to live on that amount. when i went on the computer i was astounded at the number of complaints regarding these type billings from quest. i tried and tried to call but every phone number i called was only voice recorded messages. my doctor usually has me go to CPL where in 20 years I have never received a bill. my primary insurance is Medicare 4WP4-TP2-UF83. My supplemental insurance is AARP/United health care ID [protected]-21.My phone number is [protected]. Perhaps you dont have my supplemental insurance stated above.

my phone is [protected]

Quest Diagnostics on W. Arbrook Arlington Tx. On May 7 2021 to have blood drawn for upcoming surgery. The tech that waited on me was somewhat rude and unprofessional.
She tied off my right arm and inserted the needle, unable to find a vein she proceeded to move the needle back and worth inside my arm, unable to find a vein she removed the needle and said she would try my right hand. Again unable to find a vein she moved the needle back and worth again. I was then moved to another Tech who hit the vein on the first try and was successful in drawing blood.

To who it may concern, because the 3 facilities I visited today sure did not care about my complaint, I applied for a job last week, and I was issued a qpassport id number to go get drug tested. This was last friday afternoon. So on saturday, since it was strongly recommended I make an appointment according to your automated telephone line (big lack of personalized service at quest I might add to this complaint) I attempted to go online and make said appointment for wednesday may 12th, in the afternoon as I have limited availability to get this drug test done this week. Website would not let me schedule an appointment for any day in the month of may, or any month in 2021 it seems. So, I try calling again to talk to a real, live person, yeah... Good luck with that. So, now I have to wreck my schedule to start my week, and go to the closest quest to me, 955 main st newington ct. Now mind you, my bladder is full and ready to go. So I go in, again, no personal service, a tablet, I check in, wait 20 minutes, only to be brought in and told they do no drug testing there! So now I am pissed, I am given another address in wethersfield, drive there, another 20 minutes, go in, again no personal service, another tablet, 1 person ahead of me, even tho I was next in line, 5 people came in, all women, and were taken before me over a half hour timeframe! Such [censored]! Finally I get my name called, go in, voice my concern only to be told I am yet again at the wrong facility for drug testing! And I was given directions from the newington location to this one! Bladder ready to burst, I leave and drive down the street a few miles to another location in the same town of wethersfield, go in, no personal service yet again, tablet check in, waited 15 minutes, get called in, and it seems the person I was fortunate enough to have handle me was in training as she had to ask others for help with the computer, had other employees coming in asking questions about random things, meanwhile I have been holding my urine well over an hour, and destroyed the start to my week all because of quest diagnostics screwed up website, stupid business practices of not being clear about where to go for drug testing, and unprofessional employees. I hope I never ever have to use quest for service ever again in my lifetime, and I will gladly refuse to go to a quest facility, and request to go elsewhere! Could not wait to get this over with and get out of the quest facility. What a joke!

visited the the Center located on 114 ave and Kendall Drive Miami. room 9 at 6:50am.

Took my son for blood lab test, I provide the Insurance Id card to the tech and the first comment she made was that I had an unpaid balance of $18.56 and unless I pay for it she would not be able to do my son blood lab service I asked her is this was a new procedure as I have been coming here for sometime and I have never been told that unless I paid they would not provide the service, furthermore I mentioned that has not been pay because we have not received that bill, so in order to get the service done she forced me to provided my CC.I did not like the attitude as I thought it was rude and very unprofessional, so left and when I got to the home i asked my wife and she told that bill just got to our home on yesterday mail.
In my opinion this was a very poor judgement / customer service on this tech, she made me feel that I was an irresponsible person when indeed it was on their end for not sending their statement properly and on time.
I thought her job is not to pass judgement or work on billing collection issues, she is there to provide a good personal and human services.

Try calling the center twice to speak to the manager and was hang up twice.

I do not blamed the manager because I don't think she is aware of this, was just trying to inform her so she can correct the issue.

That technician should be properly trained

for 2 days I have walked in for blood work and the same women at the front desk is rude and has made it impossible to be seen. There are no appointments available for over a week and the doctor asked for it to be done this week. The first day I walked in I asked if she could tell if I had to fast she refused to help although she helped 3 people after me then 32 minutes later called me to say I couldn't be seen cause my test had to be done before 9am and it was now 10:32am and I said had you told me that 31 minutes ago I wouldn't have stood here for this long to now have to leave and come back now today I went and got in at 7:35 checked in and she explained again I have to be seen before 9am I said I understand and well I didn't get called till 9:51 with several walk ins after me getting seen before me making me again wasting my time. I'm not only mad I am saddened that the customer service provided by quest is so bad now. And how the lady being mad at me because she choose to be discriminatory based on not having an appointment is allowed over and over again.