Quest Diagnostics

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2.1 out of 5, based on 11 ratings and
27 reviews & complaints.

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Ship of Fools
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FAIRFAX, VIRGINIA -- Quest Diagnostics is administratively incompetent. Trying to get a copy of my blood work results provided to me is like pulling teeth. In February, I had my doctor's permission but was told it was unnecessary and it was denied because I needed to fill out an additional Quest patient permission form. So I asked for the form. They didn't have copies available (DUH!) so I had corporate mail me some for next time. Fast forward to today, 12/17/2010...Thus with another blood work request, I had the additional Quest form completed and ready to go. The employee told me she never had seen the form before and took it to a supervisor. She came back and said the form is not one they use and that I needed the doctor's permission for a copy of my blood work. So I asked them to call the doctor in my presence. Lo and behold, the doctor's assistant immediately said no (DUH!). So I fired Quest and my doctor, Massoud Saberinia, who I've seen for many years, on the spot and walked out.
     
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Skye on 12/17/2010:
Why not just ask your doctor's office for a copy of your bloodwork?
Ragin' Rick on 12/17/2010:
Duh, I know that, and that's not the point, Skye!! Do you work for Quest?
Anonymous on 12/17/2010:
I heard she does, Rick (part-time, at night). I also like copies of my blood work and have had the same obstacles (Lab Corp, not Quest) so perhaps it is an industry standard - one which puzzles me admittedly. I found it much easier to get the copy from my doc.
jktshff1 on 12/17/2010:
Skye gets $0.04 for each recommendation, depends upon the stars you have.
clutzycook on 12/17/2010:
It's all this HIPPA stuff that makes places like Quest ultra-paranoid and difficult when it comes to getting your information; even though you have a right to your test results. It's much easier to get the info from your doctor (usually).
Anonymous on 12/17/2010:
I had blood work done at Quest last month and my dr gave me a copy of the lab results. And going through your dr is always going to be the easiest way. OK jkt, I've earned my penny
Skye on 12/17/2010:
Nope, don't work for Quest, I OWN Quest.
Anonymous on 12/17/2010:
I don't know about this review or anything like that but I do love the angry man pic and the revelation that Skye owns Quest. Now that is some info that may come in handy some day if you know what I mean and I think you do.
Anonymous on 12/17/2010:
Skye, I'm expecting some money for posting on this review
Skye on 12/17/2010:
Me too little!
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Poor Customer Service
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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.
     
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CaptainSpaulding on 10/04/2010:
You should have never paid the amount that Quest Diagnostics claimed you owed until the billing problems were straightened out with your insurance company. Now, you are waiting months for them to get around to refunding your payment.

I have also had problems with Quest in the past, but my problems involved a nasty Russian receptionist who refused to correct the erroneous insurance information which they had on file for me. I had to wrire a certified letter to Quest's billing department in order to get the error corrected!

You say that this is an "English speaking country", but I beg to differ. The United States Government has allowed so many foreigners (both legal and illegal) to enter this country over the past 30 years that it is debatable as to whether or not this is still an English speaking country!
reality425 on 10/08/2010:
Dear Sir or Madam,

Thank you for your recent communication regarding Quest Diagnostics. As one of our valued customers, your satisfaction is one of our primary concerns. Please accept our sincere apology for any inconvenience you have experienced.

Quest Diagnostics is dedicated to delivering excellent patient care and strives to continuously improve patient satisfaction.

If you would like to further discuss your billing issue, please feel free to contact me directly @1-800-420-7225 ext 7886

Sincerely,

Jodi Speaker
Patient Advocate
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Improper Billing
Posted by on
Rating: 1/51
WILMINGTON, NORTH CAROLINA -- Yesterday, I received a bill from Quest Diagnostics stating that my insurance refused the claim and that I was responsible for $1,320. I told the representative in the Atlanta office (they are assigned our state) that they had my name wrong on the invoice and that they hadn't sent it to the right state. They said that their policy was to send it to the state where the physician is licensed, he is licensed in my state.

They claimed this was an issue I needed to resolve. I could not get this resolved through the doctor's office either as they said Quest does all its own billing. The representative I spoke with offered no apology and no further assistance.

Buyer beware to assure the laboratory working with your physician is covered by your insurance plan and has a pro active stance when it comes to correcting client billing errors. I am still trying to resolve this issue on my own.
     
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clutzycook on 04/17/2013:
Have you spoken with your insurance company yet? When I was pregnant with Baby Clutzy Deux last year, I had to have a glucose tolerance test. Since I had an HMO, I couldn't have it done in the doctor's office. I tried to get it done at the hospital, but it was a 2-3 hour wait just to get checked in. The receptionist suggested I go to the hospital's urgent care center in my town; but when I got there, they told me (as it turns out, erroneously) that they couldn't do it for me either because of my HMO and I had to go to Quest. I finally had it done at Quest, but a few weeks later I got a bill from them saying that my insurance denied payment and it was my responsibility. I called my insurance company and explained the situation to them and they took care of it after I faxed the bill to them.
Myhealthguardian on 04/17/2013:
Thanks for your input , I'm glad you were able to resolve your issue through your insurance company. In my case it wasn't an option at that point, I couldn't go to my insurance carrier because the Quest bill was sent to the wrong state, with the wrong name, so my carrier didn't receive it. Today, I spent another 40 min working to resolve this through Quest Diagnostics and think the issue may finally be resolved. I did get an apology as well. As a health advocate, I ignored my own advice to always fact check medical records and billing information for accuracy to prevent problems. I know from experience ,It takes much more time to resolve problems than to prevent them.
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Collecting 24 Hour Urines.
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Rating: 1/51
FAIRFAX, VIRGINIA -- I had to collect a 24 hour urine. I am a woman. I received a jug, but no collection vessel. Usually one uses a collection hat to collect the urine so it can be poured into the provided jug. I was told these were not available. Now, this is ridiculous. I checked around town to find one to no avail. For women, it not an easy task to collect an accurate urine sample. It is even worse for people with arthritis, hand deformities, obesity, poor vision, and numerous other problems. I feel that Quest is being cheap or maybe just thoughtless for not providing these little gadgets. It makes the collection process easy and accurate. I don't get it, don't they want the best for their patients...apparently not.
     
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Anonymous on 07/19/2012:
I have arthritis and I have no problems giving urine samples.
raven2010 on 07/19/2012:
I have to do a 24 hour urine collect a few times a year due to kidney issues. My doctors office provides the jug and the little doo hickey thingy that makes it easier for women. you may want to call your doctors office and see if they will provide it.

As an alternative, you can go to the camping section of any larger retailer and get the device there.

And I agree with you, Quest SHOULD provide that thingy for women if they are the ones giving you the jug.
onlooker on 07/20/2012:
Quest is providing an incomplete service here - if the lack of the collection hat can impact on correct readings - it is a dangerous incomplete service. I do hope you are able to get what you need. (If offered at an additional charge at least you would have the option to get the item and others would not need the added expense)
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Quest Diagnostic and billing practices
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IRVING, TEXAS -- On June 10, 2009 my Physician insisted I have lab work done and he sent me to Quest Diagnostic - lab was in the Physician's office. I had my lab work drawn under very uncomfortable circumstances with no observation of HIPPA 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 Diagnostic 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 Diagnostic 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 Diagnostic 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 Diagnostic 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 Diagnostic at this location again
     
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momsey on 01/22/2010:
If I was in that situation, in light of the unsanitary conditions and lack of privacy, I would have walked out and gotten my blood work done somewhere else.

As far as the "markup" of services, every hospital, doctor and lab does the same thing. I don't know if it's right or wrong, but it's not something that only Quest does.
madconsumer on 01/22/2010:
it is hipaa laws
http://www.hipaa.org/

a few details would help to determine if any laws were violated under hipaa!!

as far as osha is concerned, that is there to protect the employee, not the customer/patient. as long as the lab tech had fresh gloves on, what does it matter if they washed between draws? was there visible blood or other boby fluids on the table?
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Horrible Patient Care
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I am disgusted with the care I received at the Quest Diagnostics on Hamaker Court in Fairfax VA today. I've been there numerous times before and had good service and few problems. Today was horrible, and I'm not going back there again.

I arrived at 1 P.M. and found only one patient ahead of me. But there was only one technician working, so it took the technician 30 minutes to get to me. I gave her my lab order and she looked at it and sighed and rolled her eyes. I asked what the problem was, and she just said, "This a lot of tests. Too many." So, I again asked if it was a problem and she just shrugged. Her attitude was rude and she barely spoke to me and continued to sigh heavily while entering my information into the computer.

I went back to the blood draw room and found a young girl (about age 8-9) standing back there. It became clear that the girl was the technician's child, as she kept asking the technician questions and complaining that she was bored. The technician seemed very distracted and not paying the proper amount of attention to drawing my blood. I get blood drawn regularly, so I'm used to it, but this draw hurt horribly, and I have a large black and blue mark where the needle stick was. That's never happened before. The girl stood there and stared at me while I was having my blood drawn.

After the blood draw the technician told me to leave. I told her I needed to give a urine sample and she just shook her head. I asked her to check the lab order and she refused, saying, "You done. You done." I again asked her to check the doctor's order and she sighed and handed me a specimen cup. The girl followed me to the restroom and was waiting outside the door when I was done and then following me to the area where specimens were to be left. This was all very awkward.

Bottom line: Employee's children should not be allowed in offices where medical procedures are being done, and employees should be taught and expected to treat patients with dignity and respect.
     
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Anonymous on 09/04/2009:
You need to report this to the lab director and your doctor so that she doesn't do this to anyone else. Obviously, she was wanting to get rid of you.
LisaPit on 09/04/2009:
Justthefaxx -- I spend nearly 2 hours trying to contact a live person at Quest Diagnostics. Couldn't get anyone on the phone. I left a message with the main customer service office, but no one has responded.
PepperElf on 09/04/2009:
I'd say check your local state laws pertaining to patient's rights.
and if quest won't answer you... perhaps if you have medical insurance contact them (or the doctor who requested you have tests performed) about the incident.


back in the late 80s my mother had trouble with the doctor's office her health plan said she had to use. One of the receptionists there was very abrasive and rude to the point where mom didn't even like having to go in if it meant dealing with her. I forgot who she talked to but she did let the higher-ups know how this woman was acting.

they listened - and the woman started being more polite to the patients.
JR in Orlando on 09/04/2009:
Don't waste time trying to call someone. Simply write to the lab director, explain the situation, and tell him that you think this is a violation of the HIPPA law (the patient confidentiality statute) for the lab to have a non-employee observing medical procedures without patient permission. In the letter, casually ask the lab for the name and address of the governmental agency where you could report HIPPA violations. Don't threaten, just ask where you could report violations. If that doesn't get you a quick response, then you need to follow through with reporting this. I am not sure exactly the name of the law, but everyone just calls it HIPPA, Maybe another poster knows the correct name.
PepperElf on 09/04/2009:
there you go
I couldn't think of whom to contact.

thanks jr
clutzycook on 09/04/2009:
HIPPA stands for Health Insurance Portability and Privacy Act of 1996. If you mention HIPPA, they'll know what you're talking about. This website gives you the steps you need to take to report the violation. http://www.ehow.com/how_4464319_report-hipaa-violation.html

JR is absolutely right in the fact that having that child there was a HIPPA violation. This is one of the reasons why most hospitals don't have "take your child to work days" for those of us who actually work with patients. The other reasons include exposing your child to germs and other crud.
Skye on 09/04/2009:
HIPPA is a joke. Take a look at what HIPPA does exactly. Your privacy isn't really protected and anyone in the medical field can access your on line medical records. Now many states also have prescription monitoring programs, and Pain Management doctors can access the site and see exactly who and where you are getting medications prescribed from.

JR in Orlando on 09/04/2009:
Thanks Clutzycook for that information and that Web site. I will save that back.
Mack on 06/06/2013:
Quest is one of the worst companies I have ever been a Customer of and do not intend to ever let them do blood work for me ever.
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Rude Employee Behaviors
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MILWAUKEE, WISCONSIN -- On Friday, November 28th, 2008 at approximately 10:00 AM I entered your offices located on W. Layton Ave. in Oregon, WI. for a scheduled blood test ordered by my personal physician. I went to the front desk and presented my paperwork to a gray haired woman. I was asked to fill out a sign-in sheet and did so.

When I handed the sign-in paperwork she became very officious and “demanded” a business card from my doctor. When I told her I did not have one she asked, again in a very unpleasant and officious voice, “Where is he located?” I replied that her offices were on Loomis Road and “Nancy” then stated rudely “No, I mean the address.” When I told I did not know the address she told me “Just sit down” in a very disgusted tone of voice.

While seated in the waiting room a red haired female employee came out and confronted an Indian woman that was seated in the room in the same unfriendly, unprofessional manner in in which I dealt with. She asked the Indian woman the same questions and when the woman responded in broken English she became even ruder in the tone of her voice.

I was called into the room to have my blood sample taken by the gray haired woman. When the sample had been taken I got up to leave and as I was doing so I asked the female employee with red hair for the Administrator’s name. This female employee replied “His card is out in the waiting room”. She did not even have the courtesy to look at me when replying to my question and when I asked her where it was in the waiting room she became agitated and walked out there and handed me one of the administrators cards.

I do not believe that a customer should be treated rudely or curtly by people who are being paid to deliver a service to that customer. It is uncomfortable enough to have to have blood drawn from one’s body. To be treated rudely and with disdain makes it even more troubling. I had done nothing to this “Nancy” or her co-worker to deserve the rude treatment that I received and, from what I observed of the treatment of the Indian woman she did not deserve it either.

I plan to notify husband’s insurance company of the terrible manners displayed by both of these employees at this particular location. If these employees are having a bad day or are upset about having to work on the day after Thanksgiving that does not give them the right to be rude and uncaring with the customers.
     
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madconsumer on 11/29/2008:
simply do not go there in the future for tests.

the insurance company won't do a thing. you have far to many other choices for them to tke issue over this one clinic.
jktshff1 on 11/29/2008:
also, notify your dr that sent you there.
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Poor Billing Practices/Unable to Reach Customer Service
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Rating: 1/51
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.
     
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Horrible Infant-Patient Care and Customer Service
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Rating: 1/51
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 w 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.
     
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My Walk in Experience at Quest Diagnostics
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Rating: 5/51
FLEMMING ISLAND, FLORIDA, FLORIDA -- I usually have blood work done at another lab but there was a closed sign on their door so off to the Quest Lab I went. I walked in and on the counter were two sign in lists one for appointment holders the other walk-ins like me. As I was signing in a woman entered the office so I inquired about having blood tests done. She replied to enter, turn right, and have a seat in booth three. I did and shortly she entered, did some paper work and the machine printed the labels for the containers where my blood was to be placed.

I hardly felt the prick of the needle and the containers were quickly filled. Then I was given the container for a urine test and showed where to place it when I was done. This was a great lab experience and the next time I need blood work done I think Quest will get my business again. I wish to thank Candice for her great work as an employee at Quest Labs.
     
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