Quest Diagnostics Consumer Reviews - Page 3

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.

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.

BOYNTON BEACH, FLORIDA -- I had blood work yesterday and the Tech couldn't find my vein. She twisted the needle to the point that I have a black and blue circle on my arm the size of a half dollar. Today, I brought in a stool samples and was told it was not right and the Tech threw them in the rubbish, even though I followed the directions from yesterday's tech. This place has the most incompetent people.

WINTER PARK -- This has to be the worst answering service on the planet. Should have read all the reviews before wasting my time trying to make get some simple info and make an appointment. Wow, it appears the complaints continue and Quest really doesn't give a ** about helping people. Absolutely horrendous. I'd give it less than a star if that was possible.

IRVINE, CALIFORNIA -- Before I had my blood drawn I asked the employee how much I would owe because I might not have all the tests done depending on cost. He input my insurance information and told me everything was covered by my insurance and I would owe nothing. Then I got a bill for $85. I called and asked them to remove the charges - you can't say something is free and then charge for it later. They refused. That's just wrong.

TAMPA, FLORIDA -- Never got my lab results that my doctor ordered for me and my doctor didn't get them either. Paid my bill for these labs and have yet to see my results. I am so irritated with the phone system as well as it gets me nowhere. Avoid Quest at all costs!

FLO, FLORIDA -- WHY did it take FIVE days to complete my labs? I was supposed to have them drawn, download and print reports, and take them to an Urgent Clinic to get medical clearance for surgery. I had to go to the MD empty-handed, and he wanted to REDRAW my blood, because he had NO results! I almost didn't get cleared for surgery because of Quest. UNACCEPTABLE!I will never go back.

STATEN ISLAND, NEW YORK -- I went to a Quest Diagnostic lab on Richmond Avenue in Staten Island. The technician was super nice and very efficient. Maria **. I watched her call in at least three patients while the other technicians were still on just one patient. I will return to this lab just because of her. She made my son super comfortable. Thanks, Maria!

PEBBLE BEACH, CALIFORNIA -- The Quest Diagnostics website is absolutely the worst of the worst, and Quest's customer service is non-existent. It is obvious that Quest does not care about its customers/patients. Forget trying to contact Quest by telephone-- that is, unless you want to pay a bill. Quest does not provide any customer service phone numbers. I had routine tests done on 10/18/2018, and I have been unable to get the results. The foregoing review solely provides my personal, subjective opinions, beliefs, and interpretations.