Quest Diagnostics — billing incompetence
"Quest Diagnostics sent me a bill in late April for lab work I had done in March. I paid the bill the same week I received it and Quest cashed my check in late May. Since then I have received 5 more bills and a collections threat from Quest. I have called after every statement. I have spent several hours on the phone with Quest. Each rep tells me they see exactly what went wrong and they promise to fix it. 3 weeks later, I get another statement. This is absurd. I have tried to talk to supervisors but I get denied or promised that the sup will call me back...they don't. I have written to and emailed the company with no response. "
After posting the above gripe on Facebook...both on my page and their page, I received a private message asking me to email [protected]@questdiagnostics.com . I sent them a very detailed explanation of my complaint including dates and times of numerous phone calls. The following day I received a call from a supervisor who stated she had listened to all the telephone calls and that, in the future, I should ask for a supervisor immediately. I pointed out that I had asked for a supervisor on several of the phone calls and been told one was not available. She admitted repeatedly that Quest had dropped the ball. And she promised to fix the problem immediately and send me a zero balance statement.
Today I received a statement...not for zero balance but stating I owed money on a previous bill from 2 years ago (which paid in full 2 years ago) It seems they moved money from that account to the most current invoice to "zero" it out, leaving me with a "balance" on the previous date!
The level of billing incompetence I have had to deal with is mind-boggling. A statement a month for 8 months. A threat regarding collections...and every time I call I am assured that each rep "sees the problem. It is all here in the notes. [They] will take care of this immediately and it won't be a problem in the future." This is at the very least a complete and utter waste of my time...and, at this point, I think it is harassment.
Not sure what recourse I have, though as it has proven difficult to figure out who oversees companies like Quest.