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.
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 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
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.
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.
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.
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.
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.
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.
FORT MYERS, FLORIDA -- The staff at Quest Diagnostics on New Hampshire lane in Fort Myers has the most rude staff I have ever met! The blonde lady with the glasses at the front has the worst attitude ever! She is never positive! She never has a smile on her face! She always had a rude comment to say and she is no where near polite! For instance I was there today and all I did was ask her if I should leave my urine sample with her or take it with me!
She replied well like I said I'm busy, someone else can help you, if not I will do it when I can! Attitude adjustment needed!!!