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Quest Diagnostics
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1.3 479 Reviews

How responsive is Quest Diagnostics's customer service?

34 Resolved
445 Unresolved
Very poor 🤒
We don't know much about how Quest Diagnostics handles customer complaints outside ComplaintsBoard, but what we see here, on our website, is quite disappointing. We think there might be reasons for the company's actions (like not knowing about the complaints), and we would be happy to see them among customer-focused businesses that easily solve customer problems. But until that happens, we ask reviewers to be cautious when dealing with Quest Diagnostics and using their services, and to carefully read the experiences of other customers on ComplaintsBoard, because who is warned is armed, you know! 💪
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Quest Diagnostics reviews and complaints 479

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A
9:06 am EST

Quest Diagnostics Quest bill paid in full, now in collections

The bill was paid by my insurance, Medicare, and Quest still sent to collections!
I've been calling Quest with proof of paid bill from medicare, they still sent to collections.
The doctor's office resubmitted with correct codes after first attempt was denied. It was approved November 23, 2022 and paid in full by medicare, see attached.
I've called Quest many times, 7–8 times regarding this matter, talked to Liz on Jan. 4, 2023, she said they can see it was paid, but still sent to collections.
Bill # [protected]
Bill paid # [protected] from Quest per phone call 1/4/2023
Angela Donahue
[protected]@gmail.com
[protected]

Desired outcome: Receipt paid in full and deleted from collections! I want a written paid in full receipt from Quest.

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6:35 pm EST

Quest Diagnostics Unlawful and Unethectal Billing

I have been contacting Quest Diagnostics since the beginning of October as a result of an overpayment that I made with my FSA card in August. I have contacted Quest Diagnostics on NUMEROUS occasions, have spent hours on the phone with them, been transferred around multiple times, disconnected, have been told the process takes 6-8 weeks for a refund (I have been dealing with this issue since October and still not refund as of today). When I called back again today, I was now told that the refund has never been requested. My FSA card has been suspended until the charges are refunded as well. FRUSTRATED is an understatement and this appears to be a pattern with Quest Diagnostics from what I can tell on this complaints message board.

Desired outcome: To receive refund for overpayment

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4:28 pm EST

Quest Diagnostics The lab tech

The Quest at 10680 Jones rd. St: 200 and the Quest at 13114 FM 1960, St: 104 in Houston, Texas are consistently incompetent. Today I made an appointment at the FM 1960 for 2:10 at 3:00 was still sitting there. When I confronted your employee she ignored me and continued to call other people. On the 14th of this month, I had an appointment with the Quest on Jones Rd. They refused to draw labs, stating I didn't fast even though my lab orders that I had in my hand clearly stated that I didn't have to fast as did my Onogolist, Dr. Chandrakar. They still refused. Went back on the 17th of this month and not only did they try to charged me (which my insurance pays for) the results never made it to my Onogolist office. This has been occurring for years. I will be filing a complaint with the medical Board and the BBB.

Desired outcome: For your company to treat people with respect and to do their jobs or close down!!

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6:45 pm EST

Quest Diagnostics Refund of overpaid bill

I have contacted Quest Diagnostics billing 12+ and still trying to get a refund of overpayment paid at the beginning of this year. I overpaid because they told me insurance would not pay. They had not submitted a claim. When they finally did, it turned out I owed $29.00. After 8 phone calls, I received only $32.14 of the $451.02 that I overpaid

I have called numerous times and on each and each time a new case is filed and they tell me it will take 4- 6 weeks. The last promise was Oct 26th. Today is Dec 23rd.

Desired outcome: I have spent at least 6-10 hours on this. I have been on hold for 30 minutes to an hour each time. I just want my refund of overpayment without having to spend any more time on this.

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KLaBrier
, US
Jan 03, 2023 6:33 pm EST

UNLAWFUL AND UNETHICAL BILLING

I have been contacting Quest Diagnostics since the beginning of October as a result of an overpayment that I made with my FSA card in August. I have contacted Quest Diagnostics on NUMEROUS occasions, have spent hours on the phone with them, been transferred around multiple times, disconnected, have been told the process takes 6-8 weeks for a refund (I have been dealing with this issue since October and still not refund as of today). When I called back again today, I was now told that the refund has never been requested. My FSA card has been suspended until the charges are refunded as well. FRUSTRATED is an understatement and this appears to be a pattern with Quest Diagnostics from what I can tell on this complaints message board.

K
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KLaBrier
, US
Jan 03, 2023 5:14 pm EST

I have had this same exact issue happen to me. I have overpaid, contacted Quest Diagnostics on NUMEROUS occasions, spent hours on hold, transferred multiple times, have been told the process is 6-8 weeks for a refund (I have been dealing with this issue since October) and I am on hold with them today and now being told that the refund has never been requested. My FSA card remains in suspension status until the charges that I previously paid in August, when I initially received the bill, are returned to my card since I cannot prove they were accurate from the EOB provided by my insurance company.

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8:43 am EST

Quest Diagnostics Poor patient communication and service

On December 13 at approximately 3:00 PM I went into the quest diagnostics on Highway 44 in Crystal River Florida to drop off my stool sample. My doctor said to take it to the lab.

To my dismay, I was told I needed to sign in as if I make an a an appointment and I will be called in when it’s my turn. My appointment time came and I was not called in yet, so I went into the back room to ask them to please take my Stool sample and mail it that’s all I need. And then they treated me like I am less than human. They told me I needed to get out and sit down and wait my turn no explanation as to why they just can’t take that stool sample and mail it, it was very upsetting as I had an elderly person waiting for me in the car for 25 minutes, but finally I chose to leave because it was completely ridiculous. The techs were not busy they were just being power-hungry. I don’t appreciate it and I will never return to that quest again.

Desired outcome: I want an explanation as to why they behaved in that manner please

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6:26 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Quest Diagnostics Rude and unethical service today at Quest Lab in Indio, CA

My appointment was at 1:10 today (12/14/22). I was immediately called back and I asked if I could use the bathroom facilities as I was not feeling well. When I came out and sat for the phlebotomist to start to withdraw blood she saw how I was getting sick and kept asking me if I was okay. I told her that I was okay and to proceed. When she inserted the syringe she was not able to draw blood and I began to get really nervous and trying to breathe. She asked the other phlebotomist to help her insert the syringe deeper into the vein and first phlebotomist that could not draw the blood proceeded to push and turn needle into my arm. When she still could not draw the blood I told her that I wanted the other phlebotomist to withdraw my blood and she did with no problem. During this whole time they both continued to argue and treat me as some dummy. When she was done I asked her for some water cause I needed to take my medication as I could not take it before withdrawing blood and she told me they had no water or cups and gave a cup for urine. I know that she had bottle water cause she had just handed a bottle of water to another person.

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2:47 pm EST

Quest Diagnostics Inproper infection control

I had my blod drawn at 1340 Boylston St loaction/Fenway Health. The phelbotmist never changed her gloves. Met me at door with green gloves on sweaty in apperence. She did the computer portion and then without washing or changing gloves proceded to draw my blood. Needle came out during draw and then placed back into my arm. Gross and infections galore. We are a community health center thwt sees many imunchormized clients like myself I will never have my blood drawn here again

Desired outcome: training might be the place to start and diligence not sure if they have ytto pass compentency test but you might want to

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1:54 pm EST

Quest Diagnostics Scheduled Appointment at Placentia East Yorba Linda at 1041 E Yorba Linda CA

Had an appointment scheduled for 8:10 AM on Dec 7, 2022, and it was indicated on the door of the facility at 1041 E Yorba Linda Blvd in Placentia CA 92870 that Quest Diagnostics was moved to 1206 Yorba Linda Blvd. in Placentia. Went there with my appointment and was told it could not be honored as it was from a different location, so I had to wait without an appointment. After waiting for one hour, I left even though I tried on several instances to find out how long it would be and they could not give me an answer. Instead, I decided to go to the Anaheim Hills location where I normally have gone in the past and became a walk-in appointment and was taken care of in approximately 10 minutes.

I believe that your Placentia East Yorba Linda location for general blood work should be mindful that when there is paperwork indicating that an appointment was scheduled, they should honor it and not have to treat that individual as a walk-in appointment. Very frustrating and doesn't leave the client with any confidence in the appointment process. My email is [protected]@sbcglobal.net

Desired outcome: The individuals working at this location had no idea how to handle the situation without making the client very frustrated and angry

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9:31 am EST

Quest Diagnostics Billing

Went for a test the other day and was informed by the tech there was a balance due. I was given a printout with a number to call. Called the number and was informed that the bill was past due and had been sent to collection. Quest claims that they sent three notifications including a final notification. Despite the fact that we never received a bill or that we have never failed to pay a bill in the past. Quest is unwilling to correct this and sent a bill to a collection agency for less than $30.00 in value.

Desired outcome: Remove from collections and remove from credit history.

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4:58 pm EST

Quest Diagnostics No Receptionist to Help the Elderly or Disabled log in

There's no receptionist to help the elderly or physically disabled persons who cannot log in electronically on their "screen on a stand." It's absolutely ridiculous. Folks with even early Alzheimer's, like me, will struggle with this. I know there is a qcode on their paperwork that they can scan, but there's still several login steps that must be completed. I logged in WITH THE HELP OF ONE OF THE PHLEBOTOMISTS when she came out to call someone in, and STILL sat there for 6 hours and was never called in to have my blood drawn. They were closing for the night and an employee came out to lock the doors and finally noticed me. This should not be allowed and seems to me that it would be against the handicap laws. It's absolutely inhumane and should be against handicapped laws. If not brought back, I'm sure some handicapped folks will file complaints...I sure will.

Desired outcome: Bring back the receptionists! It's only humane.

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1:07 pm EST

Quest Diagnostics Customer service at Playa Vista, CA location

I was scheduled for an 8:10 am appointment for TSH and T4 testing.

I had the order provided on my doctor's online portal but I printed one of the orders ( I was unable to print or upload the second one). The ladies at the front desk were extremely rude in their manners and not helpful at all.

One of them asked me to go look for a printer (although there are kiosks and all manner of online/computer check ins). They still requested Fax or printed copy. Is not 1970 but I called my Doctor's office and they faxed immediately both orders. They were ignored for another 15 minutes and when I approached the window I was told I needed a new appointment. The "kiosk" suggested my appointment will be 1 more hour ( I had been waiting already one hour). There were 2 more people waiting.

I requested my orders and they were not given to me , I raised my tone of voice and I was ordered to make a new pointless appointment at the "kiosk" which I did. I had to go to work and I left

Desired outcome: Improved customer support ( not to exert power trip or be treated like cattle) Improve online access to orders if patients are unable to print or faxRespect patient's time and have a true desire to help rather than get rid of patients

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12:11 am EST

Quest Diagnostics Billing

Quest has not sent my 11/3/21 bill through my insurance. They have applied my $188.19 payment to close out services rendered on 8/20/21 to another account. I have called their billing department on 3/27/22, 4/21/22, 5/20/22, 6/16/22, 7/19/22 and 8/4/22 explaining to them what they need to do to straighten out my bill, giving them my insurance information over and over and getting confirmation they applied my $188.19 payment to another account, and they would bill my insurance immediately. NOTHING has been done. Now they have sent my account to collections! I also sent 3 emails to each - Mr. Rusckowskis outgoing CEO, Mr. Davis incoming CEO and Mr. Samad the EVP and CFO soliciting their help because nothing I have done has helped. I AM NOT HAPPY THEY SENT ME TO COLLECTIONS FOR THEIR INEPTITUDE! I just want this resolved immediately. I will NEVER use Quest diagnosis again! Thank you for your help. Patty Gust 213.400.6105 [protected]@twc.com

Desired outcome: I want Quest to apply my $188.19 to 8/20/21 charges to zero out. I want them to correctly bill my insur for 11/3/21 charges. I want to pay any remaining balance for 11/3/21 & to pay the $31.03 balance due for 12/15/21.

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2:55 am EST
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Quest Diagnostics unlawful billing for services not authorized or agreed to

my Doctor Schwartz asked me if I wanted a test for high cholesterol . I agreed to one test only . I was tested on `6/29/22 at the Quest lab at Aventura mall. I never agreed or permitted all of these tests that were billed to me without my authorization or permission . Quest labs have never billed my in the past and i was surprised and disappointed that they never informed my that there was a charge connected with this test . I will not pay this . its a scam and quest is taking advantage of working class people to make more profits off the poor and middle class . i will never return to quest labs again. they should notified me that there was a charge for having a test performed

Billing address QUESTDIGNOSTRIC.COM/BILL

Insurance name Medicare

Insurance croup number 6TMOAX8NJ356

Desired outcome: a reasonable charge my name is James P Russo NYPD Police Officer Injured line of Duty 1840 NE 186 St Apt 2L North Miami Beach Florida 33179 Cellphone [protected]

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6:09 pm EST
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Quest Diagnostics I paid for a service that was initially denied by medicare and am due a reimbursement.

On March 30, 2021 I had blood work done at Quest Diagnostics. One service for $51.74 was denied by Medicare. All the other services were covered and my EOB from Medicare said I owed $51.74. My doctor subsequently recoded the service and Medicare covered the service for $5.94. Unethically, Quest applied my payment to the other services received that day. I have spoken and emailed numerous representatives of Quest and gotten nowhere. One representative asked me to send Medicare's EOB to them. I am quite sure the provider received the EOB directly from Medicare. How else would they know what to invoice me?

I am asking to be reimbursed the $51.74 I paid on August 17, 2021.

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10:35 am EST

Quest Diagnostics Lab services

I went to Quest Diagnostics in Deland on 10/30/21 to have a panel of bloodwork done. My husband also did as he was the main insured, with me being the dependent on our policy with Patient Advocates llc. His claim was paid, yet mine...nothing.

Apparently, they never filed any claim according to Patient Advocates, sending me a bill of over $1000 saying that Patient Advocates denied claiming no coverage. Well, I was clearly covered and Quest keeps sending this bill. Keep going round in circles with this. I do not want this in my credit score as I have been working on improving it. Very frustrated.

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11:26 pm EST
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Quest Diagnostics Company won't acknowledge that bill is paid, as evident from cancelled checks

Quest diagnostics performed lab tests for me on 6/1/2021, billing my insurance and later me (6/9/2021) for the uncovered amounts ($6.40 and $40.96 = $47.36). I paid Quest through my Health Care Savings Account. (Anthem HSA) via 2 distributions. $6.40 was paid on 6/11/2021 (the amount was released and cleared Anthem on 6/23/2021, Anthem Ref ID [protected]). $40.96 was paid on 6/11/2021, released & cleared on 6/23/2021 (ID [protected] for Claim ID [protected]).

On 8/19/2021 I received a bill for $47.36 (acct # 3241551-QQUD1-10, Invoice# 3000646). On 9/1/2021, I spoke with Jessie at the call center and provided information about the HSA payments. She said that the $6.40 was already marked as paid, but not the $40.96 and that Quest would investigate.

On 1/15/2022, I received a bill for $47.36 (Invoice [protected]) and a bill on 2/16/2022 (Invoice [protected]). Contacting the call center on 2/22/2022, I spoke with Sheryl (or Shurl) & provided the information about how the bill was already paid, A case tracking ID was assigned ([protected]).

The next bill for $47.36 came 7 months later (9/22/2022, Invoice [protected]). I contacted MyDocBill Team [protected]@mydocbill.com. They assigned the case to a specialist with tracking ID [protected], ref:_00D306cpw._5001E1XzZX4:ref. On 10/07/2022, they said, “In reviewing the payment information, it was sent via VP(virtual payment) and Quest does not accept virtual payments and would have sent a request back to your HSA company, advising to resend via another payment method.”

My HSA mailed Quest copies of the cancelled checks. On 10/20/2022, Quest sent another bill for $47.36. I replied to "MyDocBill Team" ) with copies of the cancelled checks from my HSA

On 10/26/2022 I received an e-mail from Roger G. at Quest stating that my account was placed on hold while we work to address the issue. Please disregard your current statement and allow additional time for the claim to be reviewed."

On 11/14/2022, another bill for $47.36 arrived. It said, “Our records indicate you have not responded to our initial notice and your account is still outstanding.” It stated that “This is the final notice you will receive before your account is referred to a licensed collections agency.”

Desired outcome: I want Quest to update my account to reflect that the $47.36 was paid, as is evident from the cancelled checks.

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2:02 pm EST
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Quest Diagnostics Quest Diagnostics

I want to a report security breach of change of test results. In 2014 to now, my test results were comprised via the Quest portal through doctors office. My spouse was hospitalized for it as well as it cause the demise of a family member. I have contacted the police and they advised to report it to this portal. After investigation, the breach originated out of Willis Texas. Additionally, this breach has reach my entire family medical records.

Desired outcome: Secure portal and accurate results

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2:58 pm EST

Quest Diagnostics Unable to schedule appointments

It is almost impossible to schedule a lab draw appointment at quest. I have to wait at least a few weeks until something becomes available, and even then it's extremely difficult to find an opening on a date/time that works for me. This includes searching at every location within a 35+ mile radius. For some reason the few sites closest to me are "temporarily closed" and have been for months. Forget walking in - it's not even worth trying. Maybe it's something they can't do much about, but it is definitely frustrating.

Desired outcome: More open days/times? I'm really not sure if anything can be changed.

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12:18 pm EST
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Quest Diagnostics Drop off service at your Las Vegas Burnham Lab

I went to drop off a specimen for my husband this morning. This occurred. Yesterday, we were at Urgent care and the provider request a stool sample. At 5:30 this morning I went to your Lab. I was asked if I had an appointment, which of course I did not, the patient does not know they need one you are at Urgent Care. Next, I sign into the wait list. Two hours later I was told that I could be on the wait list all day. The stool sample has a four hour life cycle. No one at your facility is assigned for drop offs, so the sample because unusable. Two hours later, I was told there nothing they could do for me because I did not have an appointment. This is definitely not service. I am going to forward my complaint to Southwest Medical/Optium Care and United Healthcare.

Desired outcome: My opinion is that your company needs to rethink operating procedures and make changes that are in favor of patient services. Contact me @ [protected]@aol.com

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6:39 pm EST

Quest Diagnostics Blood test

On Oct 13 I went into the Ceres branch for a routine check and somehow, they either contaminated or mixed up my results. The test came back that I had HIV and Hepatitis C this of course terrified me and raised my blood pressure that was already high to the roof. I knew i did not have the lifestyle for risk factors associated with either and spent 200 on home hiv test to be sure. All came back negative. I was assigned a HIV specialist and told him this could not be real and he let me get another test. I opted for the Turlock location. This time all test came back normal. But for 1 week i lived life with unimaginable anxiety and fear.

Desired outcome: I would like a explanation how this could happen to me and a apology and reimbursement for money spent and anxiety caused,.

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Quest Diagnostics In-depth Review

Overview: Quest Diagnostics is a leading provider of medical testing and diagnostic services. With a rich history and background, the company has established itself as a trusted name in the healthcare industry.

Services Offered: Quest Diagnostics offers a comprehensive range of medical testing and diagnostic services. From routine blood tests to specialized genetic testing, they cater to a wide range of healthcare needs. Their unique offerings include advanced molecular diagnostics and personalized medicine.

Quality and Accuracy: Quest Diagnostics is known for its commitment to accuracy and reliability. They utilize advanced technology and equipment for testing, ensuring precise results. The company holds various accreditations and certifications, further validating their commitment to quality.

Accessibility and Convenience: Quest Diagnostics has a widespread network of locations and facilities, making their services easily accessible to patients. They also offer online appointment booking and scheduling options, saving time and effort. The turnaround time for test results is generally prompt, ensuring convenience for patients.

Customer Service: The customer support provided by Quest Diagnostics is highly responsive and helpful. They offer multiple support channels, including phone, email, and live chat, ensuring that customers can easily reach out for assistance. Inquiries, complaints, and feedback are handled efficiently and professionally.

Pricing and Insurance: Quest Diagnostics maintains transparency in pricing for different tests and services. They accept a wide range of insurance plans and provide detailed coverage information. Additionally, they offer options for self-pay or uninsured individuals, ensuring affordability for all patients.

Privacy and Data Security: Quest Diagnostics prioritizes patient data privacy and security. They have robust measures in place to safeguard sensitive information and comply with relevant regulations, such as HIPAA. Any data breaches or security incidents are promptly addressed and communicated to affected individuals.

Patient Experience: The registration and check-in process at Quest Diagnostics is seamless and hassle-free. Their testing facilities are known for their comfort and cleanliness, creating a pleasant experience for patients. The staff members are friendly, professional, and dedicated to providing excellent care.

Additional Resources: Quest Diagnostics offers a range of educational materials and resources for patients, empowering them with knowledge about their health. They also integrate with electronic health records (EHR) systems, ensuring seamless access to test results and medical records online.

Reputation and Reviews: Customer reviews and ratings for Quest Diagnostics are generally positive, highlighting their reliability and professionalism. In comparison to competitors, Quest Diagnostics stands out for its reputation and high levels of customer satisfaction. The company has also received recognition and awards for its exceptional services.

Partnerships and Collaborations: Quest Diagnostics has established partnerships with renowned healthcare providers, hospitals, and research institutions. They collaborate with pharmaceutical companies and participate in clinical trials, contributing to advancements in healthcare.

Corporate Social Responsibility: Quest Diagnostics actively engages in initiatives and programs for social and environmental causes. They demonstrate a commitment to ethical business practices and sustainability, aligning their operations with responsible corporate citizenship.

Limitations and Areas for Improvement: While Quest Diagnostics excels in many areas, there may be limitations or areas for improvement. Suggestions for enhancement could include streamlining the appointment scheduling process and further expanding their educational resources for patients.

Conclusion: Quest Diagnostics is a reliable and reputable provider of medical testing and diagnostic services. With their commitment to quality, accessibility, and customer satisfaction, they are a preferred choice for patients. While there may be areas for improvement, their strengths in accuracy, convenience, and patient experience make them a valuable healthcare partner.

Frequently asked questions (FAQ) about Quest Diagnostics
Is Quest Diagnostics a legitimate medical testing service?

Yes, Quest Diagnostics is a legitimate and widely recognized provider of clinical laboratory services in the United States.

Can I trust Quest Diagnostics with my personal and medical data?

Quest Diagnostics follows industry-standard practices for data privacy and security in healthcare, including compliance with HIPAA regulations.

Does Quest Diagnostics provide accurate and reliable test results?

Quest Diagnostics is known for providing accurate and reliable test results. However, no test is 100% accurate all the time, and results should always be discussed with a healthcare provider.

How secure is the Quest Diagnostics patient portal?

The Quest Diagnostics patient portal, MyQuest, uses secure technology to protect patient data. However, users should also take care to protect their login information.

How responsive is Quest Diagnostics' customer service?

Quest Diagnostics offers customer service, but experiences can vary. Check online reviews for a clearer picture of customer satisfaction.

Does Quest Diagnostics accept most insurance plans?

Quest Diagnostics accepts many national insurance plans, but coverage can vary. It's always a good idea to check with both Quest and your insurance provider ahead of time.

Can I trust the healthcare professionals at Quest Diagnostics?

Quest Diagnostics employs trained healthcare professionals to collect samples and conduct tests.

How long has Quest Diagnostics been in operation?

Quest Diagnostics has been in operation since 1967.

Can I trust online reviews about Quest Diagnostics?

Consider multiple reviews from different sources to get a well-rounded understanding of the company. Keep in mind that experiences can vary greatly in healthcare.

How does Quest Diagnostics ensure the privacy of my health information?

Quest Diagnostics complies with HIPAA and other privacy regulations to secure patient data. Specific measures include encryption, secure data storage, and limited data access.

Are there any hidden fees when using Quest Diagnostics services?

Quest Diagnostics provides information about costs, but specific charges can depend on factors like the tests ordered, your insurance coverage, and your location.

How soon can I expect my test results from Quest Diagnostics?

The timing for test results can vary depending on the specific test. Most results are available in the MyQuest patient portal within a week, but some tests may take longer.

Can I get tested at Quest Diagnostics without a doctor's order?

Some states allow consumers to order certain lab tests without a doctor's order through Quest Diagnostics' QuestDirect service.

Does Quest Diagnostics offer COVID-19 testing?

As to our knowledge, Quest Diagnostics offers COVID-19 testing. Check their website for the most current information.

How can I schedule an appointment with Quest Diagnostics?

Appointments with Quest Diagnostics can be scheduled online via their website, through the MyQuest patient portal, or by phone.

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Contact Quest Diagnostics customer service

Phone numbers

1866 930 3718 +1 (973) 520-2700 More phone numbers

Website

www.questdiagnostics.com

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