Quest Diagnostics Complaint - Poor Customer Service
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.