WEST JORDAN, UTAH -- Worst customer service experience I have ever had. Not only did they blow my vein when drawing, they did not notify me they were out of network with my insurance. The lab was in my doctor's office, and I was not given an option to go elsewhere for lab work. However, no one informed me my insurance wouldn't pay for any of the bill. I went in for my annual visit. My insurance informed me there wouldn't be a bill if it was coded as a annual preventative visit. While working with my provider to ensure it was coded correctly, they sent me to collections.
Because I was not informed the lab was separate from the office, and my insurance was not contracted with them, I ended up with a bill. Had I been informed and given my lab order, I would not have had a bill. Now this will follow me for the next 7 years. The customer service/billing representative was rude, argued with me about the phlebotomist being in my doctor's office, and said it sounded like a personal problem.
They told me they wouldn't help me. They wouldn't work with the collection agency to have it removed from my credit report, despite saying I would pay the bill in full and any late fees. This was the worst experience I have ever had, and the reason so many people end up with outrageous medical debt. This is a shady company, who has no business claiming they help patients.
BOYNTON BEACH, FLORIDA -- Arrived today for my second appointment. Got there 45 minutes early, signed in 30 minutes later. I was called to do the paperwork. 2 minutes before my appointment, I was in the lab. A courteous and professional person got the job done efficiently. She was a most pleasant person to speak with. In other words she had people skills and personality. Unlike you find in the Delray office. The procedure only took 10 minutes to complete. Unlike in the Delray office. They did not lose my appointment or treat me in a rude manner. Unlike the Delray office. I drove perhaps 5 miles out of my way to go here this time. Glad I did it and will do it again should the need arise.
DELRAY BEACH, FLORIDA -- Made an appointment 2 days before. Got there early. 45 minutes later, I'm told my appointment does not exist. Can't find it. I asked. "Well now what happens." "We will treat you like a walk in. You have to wait an additional 45 minutes to an hour. Someone will call you." You have got to be kidding. These people just take hostages. When I said I could not wait around that long, the person shrugged, walked away saying, "I'm not going to argue about it. Come back another day."
Do these people think I fasted then came in to the facility and made up an appointment? Think you could try to work with a person. I was livid and I just had to leave. They have this thing set so that you cannot call and speak to anyone at request.
NASHVILLE, TENNESSEE -- I received a very large bill for routine labs done at my PCP's office. I filed an appeal with my insurance and let Quest know via their "online chat" option what was happening. They stated it was noted on my acct, however I continued to be harassed with notices from them.
So I attempted to contact them via email (no response), chat (conveniently always "not working" for some reason), and the provided billing phone number for my state (disconnected). Sooooo, I am trying. What do I do? I called customer service. There is NO OPTION TO SPEAK TO A HUMAN BEING!!! The options are to hear a review of your account or pay a bill. Very frustrating. This company is a joke.
OCOEE, FLORIDA -- Ocoee Florida, June 30, 2015. First, not greeted, asked if I had an appointment - didn't, so sign in sheet shoved at me. Was told to have a seat. Called back-up and asked for doctor's order, id and insurance. Was told to have a seat. Now this is where it gets real shifty. I was called back-up by a different woman and was told that my estimated work would be $100 and how would I like to pay. I told her I had insurance and that it was only $10. She told she had to put a $100 authorization on my card until the insurance paid my bill. What the... okay, so I let her.
After waiting 30, same woman announces that there is a 2 hour wait for non-appointments. Why didn't she tell me that before putting a $100 hold on my credit card? I went to the window and told them I wanted to make an appointment. Was told to have a seat. After waiting 20-min, I stood in front of the window and finally the clerk told me to come on back. The 3 women in the back was discussing how they did not have time to stop what they were doing to make an appointment and how it set them back. And it went on and on. I dislike Quest very much.
MADISON, NEW JERSEY -- Quest labs are perpetually understaffed. They routinely only have one person working who is supposed to do the blood tests, paperwork, manage the waiting room and answer the phone. So basically you need to plan to spend some time there when you get there. I had a blood draw on 5/6/15. Signed up on the Quest website to get me results. Got an email that there were no records of my test. I called customer service. The mix-up was apparently with my last name.
So the Quest service representative finds my results, says he will put it in my file. However the next day I receive an email saying that my doctor needs to change my last name on the Quest report. How? Why? I can verify my identity, answer every security question. No attempt by Quest to resolve this. Rather it is put back on me and my doctor. So now almost 2 months after my test - still no results.
CORAL SPRINGS, FLORIDA -- I am trying to get test results or at least my money back from them. I went to 8130 Royal Palm Blvd Ste 200, Center For Medical Arts, Coral Springs, FL, phone (866) 697-8378 on April 18, 2015. There was a very rude black girl in the reception. The way she talked to me like I was begging for welfare and she was doing me a big favor just by talking to me. She took my credit card (Payment Order Number **, Requisition Number **) although I told her that my insurance (Cigna) will pay 100%.
Anyway, few weeks later I saw that my credit card was charged and statement from Cigna said that Cigna will not pay because Quest submitted wrong codes. I called my doctor Jean ** in Boynton Beach and asked if test results were received. The secretary said she called Quest and they could not find any records of me being there. I called Quest and spend one hour on the phone trying to find my record. The problem was that when they search for my name in their computer system they always make mistake and type some letters wrong.
Finally they found my record but refused to resubmit correct codes to Cigna. Finally I asked to send results to my address. At least I want to get something from them. Faxed them Patient request form on May 18 to fax number **, still waiting. No way I will use them again.
EAST BRUNSWICK, NEW JERSEY -- This particular location has horrible infant-patient care service. They were not prepared with the proper materials needed to draw blood and my poor 15 month old was sitting with the rubber hand around his arm longer than necessary. And they basically pinned him down with no distractions (toy or visual). No smiles at all.
When we initially checked in, the intake women did not record properly how much blood was supposed to be taken and when this whole traumatic experience was done they said they had to do another vial bc of the mistake the intake women recorded. I was livid. There was no way I was going through that again. So she said "It was fine to use what they had already taken." No one apologized for this somewhat big mistake. Overall horrible customer service and not child friendly. Will never go back again.
LENEXA, KANSAS -- On 8/22 we received a bill from Quest stating that we owed $199.79 for lab work as our insurance did not pay due to pre-existing conditions. I filed a claim with our insurance for a review and sent a payment to Quest for $123.44 for the amount I thought we may have to pay following the review and explained that with my payment. On 9/25 we received an explanation of benefits from the insurance following the review stating that they had sent a check to Quest for the entire amount of the service and that we owe nothing.
This morning I called Quest to ask when we could expect to get our money back. I was told that it may take a month to process the insurance payment once received, then, if we owe nothing else to Quest it will take another month to cut us a check. Considering that I paid my original bill to Quest within 7 days of the time it was processed at Quest, 8/26, that means it will take three months for us to receive back the money owed to us. The exact same thing happened to us earlier in the year and it is annoying.
By the time we received the return I had been wondering if it had been paid earlier and I had missed the check or what. In that situation I had called Quest to let them know that I was sending the amount we owed and the insurance company had their check in the mail for their amount. The person I was talking to at the time gave me a very hard time and insisted that I send the entire amount and they would refund us when they received payment from the insurance co. Of course I did not, but that time the insurance co. paid more than what I had anticipated so we had the long wait to get that money back.
When Quest expects quick payment from their customers in good conscience they should return the favor to their customers. It is ridiculous to think that I will have to wait a total of three months to get my money back, two of those months are totally unnecessary. If I were three months late on paying my credit card payment I would get large late payment fees. I think the same should apply to Quest. There is no reason at all that I should have to wait two months to receive my money back after Quest has received payment from our insurance company!
One more annoying item related to calling customer service. First one has to listen to some Spanish, of which most of the country is not fluid in, then we get the English instructions. Why shouldn't English be spoken first so the majority of your customers can push the appropriate buttons and be on their way rather that be forced to listen to the Spanish first? THIS IS STILL AN ENGLISH SPEAKING COUNTRY LAST TIME I CHECKED!!! Thank you.
IRVING, TEXAS -- On June 10, 2009 my Physician insisted I have lab work done and he sent me to Quest Diagnostics - lab was in the Physician's office. I had my lab work drawn under very uncomfortable circumstances with no observation of HIPAA privacy requirements. People could hear my private information as well as see me getting my labs drawn and I could see other people getting their labs drawn and hear their private information too.
The 2 lab techs changed gloves but at no time did either of them do any hand hygiene whatsoever... yuck! I actually asked the one that drew my labs to please wash her hands before setting up any of my supplies. This got a very rude response and scowl from the lab tech. I also noticed that there was no decontamination of any of the surfaces where the blood was actually drawn – between patients. This is a serious breach of OSHA and other regulations for infection prevention. Surfaces should be wiped with an antimicrobial solution between patients (draws).
Months after the lab work I received a very rude letter from Quest Diagnostics requesting immediate payment saying it was the 2nd billing request. My medical insurance has a system where they pay the provider directly and then I pay the difference.
I did not receive notification from my insurance company until late August that the lab bill had even been submitted and I certainly did not receive any bills from Quest Diagnostics until September, their invoice is dated September 6th. The bill was for $873.98. I noticed that Quest discounted the fees as "insurance discount" by $688.85 and my insurance paid only $28.16 of the bill leaving me $156.97 as my responsibility. This was a 78% markup. Wow!!!
I paid the bill in 2 installments but for months afterwards I've tried to get Quest Diagnostics to send me a finalized statement showing that I've paid off the bill so I can submit it to my flex spending account for reimbursement. A number of people I've spoken to at Quest Diagnostics told me it was mailed but I still don't have it. I'm fed up with calling, getting put on hold, transferred and having different stories. I've wasted hours of precious time on this. They are very efficient at mailing a customer numerous reminders and accusatory letters of non-payment but not a final statement to show the bill is paid.
At a time when healthcare reform is under the microscope and we are, as a nation, wondering why our costs are through the roof, I can only shake my head in disbelief that a provider feels it is ethically okay to charge 78% above the insurance company "special agreement" fee and accept such a huge reduction. Either the fee is too high or there is something else going on that is a questionable practice.
What ever happened to honest, reasonable charges for services rendered? People who legitimately cannot afford health insurance would be forced into paying the high charge on this type of billing whereas the insurance company "deal" leaves the patient to pay the majority of the cost.
As a consumer, I'm fed up with these types of billing practices and the way health insurance companies claim they provide a member with full coverage yet weasel out of it by making so many exclusions that one ends up with hardly any coverage and is still left to pay the full price for their premium. I will never use Quest Diagnostics at this location again.