BOYNTON BEACH, FLORIDA -- Quest is the place that the doctor sends you when you need a blood test or any test. So now Quest Diagnostics has instituted a policy of making people make an appointment to drop off a specimen--THIS IS RIDICULOUS!!! Imagine needing a crucial test and you have to wait 3-4 days to do a simple drop off!!! All they have to do is take it!! Why are they still in business oh yeah, because they make money off insurance companies that make you go to them And there are only 2-- Quest and Lab Corp. So there's no motivation to provide any service and they work their employees to the bone!!
BROOKLYN -- Terrible experience! Never got my results from them - login never worked (even though I signed up)...urgently needed my results for a further test I needed to do but nobody helped! Even after calling, emailing them... The only thing that worked when they sent me my bill for over 2000.00 USD - and there they were very professional.
I don't understand why results have to go over this unprofessional Quest Diagnostics? Can we not talk to our doctors anymore to get results? Try to avoid the lab in any case if you can! Choose doctors who will not work with this setup. I am serious - keep away from them - it will save you lots of money and nerves. Why is such a business still on the market - after I read all the other complaints too...
VERO BEACH, FLORIDA -- I recently checked my Credit Card statement and noticed that Quest Diagnostics charged my credit card without my permission. I never gave them permission to keep my card numbers on file but they have. This is an unethical practice. I will find another lab for future services.
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.
HARRIMAN, TENNESSEE -- Avoid Quest Diagnostics. I had a blood test performed on September 15, 2016. Quest mishandled one of the samples and I had to make a 30 mile round trip to have the sample retaken. As a result, they want me to make another $25 per visit copayment. I wrote them on October 17 that I would not make another copayment due to their mishandling of the September 15th sample.
They continued to bill me. After the "THIRD NOTICE," I called 1-800-366-6635 on December 30. I spent 17 minutes explaining the situation and the representative reviewed it with her supervisor. The supervisor refused to credit the $25 and replied that I had to get documentation from my doctor or my insurance company. This made no sense to me since neither was involved with Quest's error. The representative promised to work on the situation and call me back. This is the third billing issue I have had with this company.
BOYNTON BEACH, FLORIDA -- Arrived today for my second appointment. Got there 45 minutes early, signed in 30 minutes later. I was called to do the paperwork. 2 minutes before my appointment, I was in the lab. A courteous and professional person got the job done efficiently. She was a most pleasant person to speak with. In other words she had people skills and personality. Unlike you find in the Delray office. The procedure only took 10 minutes to complete. Unlike in the Delray office. They did not lose my appointment or treat me in a rude manner. Unlike the Delray office. I drove perhaps 5 miles out of my way to go here this time. Glad I did it and will do it again should the need arise.
DELRAY BEACH, FLORIDA -- Made an appointment 2 days before. Got there early. 45 minutes later, I'm told my appointment does not exist. Can't find it. I asked. "Well now what happens." "We will treat you like a walk in. You have to wait an additional 45 minutes to an hour. Someone will call you." You have got to be kidding. These people just take hostages. When I said I could not wait around that long, the person shrugged, walked away saying, "I'm not going to argue about it. Come back another day."
Do these people think I fasted then came in to the facility and made up an appointment? Think you could try to work with a person. I was livid and I just had to leave. They have this thing set so that you cannot call and speak to anyone at request.
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.
BRYN MAWR, PENNSYLVANIA -- Quest has ONE person doing the job of receptionist, drawing blood, data entry, and billing. She runs the entire lab-- when I arrived at 11 am for my appointment, she'd processed 29 other patients. TWENTY NINE- by herself. This is disgraceful, unprofessional and probably illegal. This should be investigated. This woman was beyond professional and competent-she is NOT the problem. Clearly, Quest is cutting corners and should be investigated.