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Quest Diagnostics Consumer Reviews

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Disappointing Experience With Quest Diagnostics
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Rating: 1/51

As we journey through our IVF process, Progyny Insurance has been instrumental in coordinating our treatments and tests. While other providers seamlessly work with Progyny, our recent experience with Quest Diagnostics was disappointing. While my own billing inquiry was swiftly resolved, my wife encountered unprofessional conduct when attempting to address billing matters, leaving her emotionally drained.

Moreover, I personally reached out to Quest Diagnostics, recalling previous successful interactions, only to encounter exceedingly rude customer service that abruptly hung up on me before the billing issue could be resolved. Consequently, we have chosen to discontinue our association with Quest Diagnostics and feel compelled to advise others against utilizing their services, as their customer service failed to meet our expectations.

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WORST CUSTOMER SERVICE!
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Rating: 1/51

AUBURN, CALIFORNIA -- WORST CUSTOMER SERVICE EVER!!!! The website says walk ins ok but may have to wait....WELL THE website is WRONG. They have been asking the tech department to fix it! Really??? I was there at the Auburn location this morning-THE ONLY ONE THERE for fasting lab work and they would not see me and told me that the soonest I could be seen was a week out 30 minutes away at 2:30-fasting until 2:30 in the afternoon. They do not even deserve 1 star. ZERO STARS would describe Quest better!

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Great Service
StarStarStarStarStarBy -
Rating: 5/51

FORT WORTH, TX -- 7801 Oakmont Blvd. Fort Worth, TX. I've been using this Quest Diagnostics location for 3 years and have never had a bad experience. They are always friendly, efficient and professional. Today, Leslie and Vicki went above and beyond to get my paperwork straightened out after my Doctor's office had completely screwed it up. I couldn't be happier with Quest or more unhappy with my Doctor's office.

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Extremly Frustrating Lack of Customer Service
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Rating: 1/51

BALTIMORE, MARYLAND -- I wanted a yearly blood test to check my health which I have done for several years through primary provider. This year I decided to purchase the test privately through quest direct. The actual appointment was very pleasant. I only waited 10 min and they were extremely polite and Drew blood easily. The issue is that my test results were emailed through My Quest and when I went to view them it said "No test results found". I have tried calling every number for quest for help with this issue. No one can help me because they said they were not able to send results to me by email because I purchased them due to privacy. They have "escalated" the situation to support team and nothing gets resolved. there isn't a direct number for test results only an email team that may take 5-7 business days to respond. I have called about 15 times spoken to 6 different people and all of them have said I see your results are available but we cannot give them to you it has to be done through my quest only. They also say we have "escalated" the situation and it should be delivered by end of day. The results never come in at the end of day. The whole point of going through quest is so called fast easy results sent at your convenience. In actuality I paid $350 for a test that the results are in but I can't view them along with the rest of quest support team and it may take a week (not including weekends) for the support I need. this has been an extremely frustrating situation. Whiling speaking to 6 different people I have been given a fake number to send a complaint along with a support specialist intentionally hanging up on my call. Finally the system to speak to support team makes no sense when it ask...patient-1, client-2 other-3, I pick 1 then next prompt is, test results-4 then it ask are you need them interpreted-1, sent by email-2, or I.T. issue concerning results-3, so I press 3 then Finally it ask for a is this for a patient-1 or Dr. office-2, if you press 1 it either sends you back to first prompt in never ending cycle or ask you to visit my quest.com for results and ends call. I WILL NEVER USE QUEST DIAGNOSTICS AGAIN! Complete waist of money, time, and effort.

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Poor Customer Service and Shady Billing Practices
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Rating: 1/51

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.

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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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Worst Than Bad Water
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Rating: 1/51

BEDFORD, TEXAS -- It is impossible to talk to your staff. I called 3 locations. Euless, Bedford and Grapevine. Euless and Bedford never answered the phone call and Grapevine answered, asked me to put me on hold, 5 minutes later I decided to open an account and voice my experience here. The attendant came back 12 minutes later asking me to wait more because she was the only ONE working with patients, answering the phone and doing tests!!! Wao some wonder woman you have working at the labs. I hung up and asked my doctor to find another venue to do my labs.

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Frustrating
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BIRMINGHAM, ALABAMA -- Had very important labs drawn 12/2/19. One test was very important. I waited over a week and contact them as my results never posted. In this order there were like 10 tests ordered. I was told it was “partially” complete and I could not obtain the results until all tests were completed. I needed some for upcoming surgery. One by one they finally released results EXCEPT one I really needed.

A MONTH later I was told there was a “glitch” in the reference range which was wrong for that test so they had to refer to the IT department. Ok...well we could use another reference elsewhere just give me the dang result!!! They wouldn't. Told me to give it a few more days. Here is it almost February and nothing. I got an “encrypted” email from them stating it contained what I wanted. It did not. It only contained what was already provided weeks ago.

The test I needed was mentioned via a statement “** test is in another report”. Call...nope can't tell me. They sent that to doctor they claim. “Keep checking online”. What?! I've BEEN checking for almost TWO MONTHS! I'm going to have to drive to the ordering physician's office almost an hour away to get it. The doctor won't release over the phone either. If I have a choice, I will never use Quest again. Never had issues with LabCorp or LabFirst.

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Horrible Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FREEPORT, NEW YORK -- I waited for four hours at a Laboratory in Freeport, NY just for them to tell me "the system went down, come back another time". The statement was made without empathy for the hours a dozen of patients have waited. I felt disrespected like never before in a medical office. There was a specific worker that was nasty to everyone with an attitude and it was the Dominican worker whom I forgot her name but works there. As we were leaving, one person said "how could you do this to us?" She abruptly responded "we want to get out of here!" While she opened and stood by the door as an indication to get out.

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Services
StarStarStarStarStarBy -
Rating: 5/51

DELRAY BEACH, FLORIDA -- This morning I went to Quest Diagnostics in Delray Beach, FL for blood test and I had a great experience. Waiting time less than 5 minutes, place was neat and clean, and the lady that help me, her name is Sandra, was fantastic! Very nice, pleasant, knowledgeable, gave me all info that I need. If you take a look at my arm, you would never know I had a blood draw. She was very soft, did not feel when it start or finish. Sandra, I just have to thank you for everything, for your kindness. THANK YOU. I wish we had more people like you. Marcia **

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Quest Diagnostics Rating:
Star Half star Empty star Empty star Empty star
1.5 out of 5, based on 44 ratings and
60 reviews & complaints.
Contact Information:
Quest Diagnostics
324 E Par St Ste 100
Orlando, FL 32804
866-697-8378 (ph)
www.questdiagnostics.com
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