Quest Diagnostics
Reviews and Complaints

I went to drop off a test sample at quest Diagnostics at floral park. A lady named took me in. She was with a very bad attitude. She asked me to place the sample somewhere, but I couldn't hear it properly and ask please say it again. She was irritated and gave me a bad look and kept quiet. Then she asked me for my credit card information. I said I have never had to pay anything to the lab before why credit card. Then she said I don't know I said once the charge is $89. I said I need to contact the doctor because may be another lab covers it. Then again she gave me that look got my signature to a paper while being on the phone. Didn't even explain what I'm signing for. Completely ignored me. I asked who is your supervisor. Kept quiet. I went to another person and got the information on who to complain. She mentioned that this "priya" is the site lead. When she was entering information, another person walked in. She with a rude voice said go sit. I clearly saw how she made a irritated bad face after he left ! Please take some action towards her attitude towards the patients who are coming for help. In my mind a site lead should be an example for every other worker. She was clearly bossing her patients.

I called quest for my elderly friend to see if her script was sent so she could get her urinalysis test and the lady who answered would not answer my question I said can you just look in the computer and after back and forth she put me on hold and did not come back so I hung up and called back five times and she did not answer. I was not asking for anything difficult and I had all the information she needed I felt like she didn't want to do her job and if that's the case give the job to someone who will help the customers. I called on Friday the 2nd of August at 11am. If you have recordings of this. Thank you

TWICE I have gone to get bloodwork done with orders from my doctor that ask for the results STAT. TWICE I have received a call from my doctor stating that they never received the results and when they called to request them they were told they had no record of me ever being there...when I called I was told that my doctor was lying and no one ever called them. WORST LABORATORY EVER!

Your driver Robert in Vero Beach Florida instantly had road rage and was yelling at me. He should drive and stay safe. not yelling at citizens. Can you please inform him to do his job and not start altercations with other drivers.
Road rage, on the other hand, is a criminal offense. You can go to jail for it. It is when a person commits an act of violence against another road user. ... A stressed person may begin driving aggressively but escalate to road rage when triggered by the actions of another driver.

Quest Diagnostics advertises a service whereby one's lab. results are accessed via internet.
It doesn't work!
Multiple attempts to sign up have proved fruitless.
This amounts to false advertising by Quest. It further causes much personal distress and concern of the "what are they not telling me?" type. It also raises doubts as to whether the lab.results are being relayed to the ordering physician and as to how reliable those results may be,

Invoice Number 105416876Lindsay A Yarbrough, D.O.
My daughter's doctor, Lindsay A. Yarbrough, D.O., ordered a 10 panel drug test for my daughter, Sierra Miller (dob 5/28/95). The girl working in the Quest Diagnostics ordered a must more extensive drug test that was not required. I spoke with a manager in customer service and she removed all unnecessary drugs from the bill and told me she would resubmit it to my insurance company. The ten panel drug test was supposed to include the following:
Cocaine
Marijuana
PCP
Amphetamines
Opiates
Benzodiazepines
Barbituates
Methadone
Propoxyphene
Quaaludes

My husband called our insurance company and the revised bill was never resubmitted, and we just received a bill for $586.40. The manager called Dr. Yarborough's office to get a code since one did not appear on the original bill. My name is Lisa Miller and my phone number is [protected].

Here's a copy of the letter I sent their leadership team this afternoon after a horrific experience with their billing practices. Acronyms: PFS = Patient Financial Services and RCM = Revenue Cycle Management

Dear Quest Finance, Customer Relations and Customer Experience leaders,

Re: invoices XXX & XXX

I have to tell you how I as the parent of a patient feel having the recent experience of trying to work with your financial services call center today, after being exposed to your horrific policies.

I write you as a long time healthcare revenue cycle professional. I'm actually writing you from the HFMA Annual Institute where we have provider after provider (VP RCM and CFOs) talking about the major shifts they've made in their PFS processes to improve patient experience.

As you know, patients may have the best experience with the facility, diagnostic service and of course the caregiver and yet one bad experience within PFS and your NPS scores as well as the overall impression that patient has with you as a brand and an organization is ruined, potentially forever. I find myself in that very position, the very position that I've been hearing all these providers talk about - cannot believe I'm one of those patients. Especially knowing RCM and PFS as well as I do and trying to reason with your contact center team and yet no budging.

Here's the scenario - I was in a COBRA coverage period from 3/15 to 4/15 (dos was 3/22 so should have been covered). There was a snafoo with WageWorks/Cigna and your claim has been delayed (currently in denial status but there's an appeal in process and should be rectified soon). Nonetheless, I called in to first of all alert you that I'm working with the payer and secondly to understand if in fact I was to go into a self pay status, what discount you'd offer. Shockingly, you offer none - NONE! I was told by the first representative that "well we don't have a contract with you like we do with Cigna". WOW! You do realize that every provider EVERY provider offers a self pay discount. Health First, one of the providers who spoke here yesterday offers an across the board 75% discount. For the CFO on this thread - you can imagine how that policy has improved their bad debt and related expenses, not to mention improvement in NPS and overall PX. Their PFS team actually gets complimentary emails, flowers, etc - from what I experienced today I'm certain you get complaints routinely. As an fyi, Health First came up with the 75% discount through their general accounting data, it's a validated policy and in many cases above Medicare fees. Local providers in Chicago also offer anywhere from 50-75% routinely. Not Quest though.

In our situation, the labs were drawn from our Ped during a routine physical and they have not just Quest but LabCorp too. You can be certain the next time we chose for convenience to have labs drawn during our visit, we will be requesting/demanding they get processed through LabCorp having experienced this archaic policy. Believe it or not we do have a choice!

I then asked to speak with a supervisor/director - he joined the call and reaffirmed the same exact policy - no discount, no negotiation - just pay full price. I then offered him to pay, dollar for dollar what Cigna/Wage Works would have paid you in the first two claim attempts - he refused payment. I repeated it twice to make sure he understood what I was offering - the same dollars you were expecting to get paid had it gone through via the claim submitted - he refused to accept the payment! I explained that you would be in the exact position you want to be in and avoiding costs for collections, creating a very bad patient experience and increasing your bad debt - he simply didn't care.

So your policy screams you are not a provider that wants or apparently needs self-pay patients. It's simply unheard of and I'm horrified that this actually goes on in this day and age, especially hearing from your peers for the last 2 days how they are taking steps to improve patient experiences realizing the RCM/PFS practices are a huge contributor of horrible experiences, taking a great (or uneventful) care/diagnostic experience and turning it to a horrific one. Study after study (from Beckers to McKinzie) show how a great satisfaction rating at the point of care turns to a bad one after the visit (followed patients for up to 60 day post care) - that's all RCM/PFS practices!

I plan to share my experience everywhere I can - healthgrades, every social media outlet I can, Yelp, BBB and on and on. I will also share this with my providers so they are aware of how you're treating patients - given they actually offer a self pay discount and you don't and therefore, you're actually reflecting on them since they selected you to process my son's labs.

I urge you to change your practices - why would you inflict this type of treatment on patients? I guess because most don't know any better. Well it will become my personal mission to educate as many as I can on what they can and should ask for and demand. Your policy is the exact reason more than 50% of US citizens who file for bankruptcy and have their credit rating ruined...how does that make you all feel?

June 20, 2019 h:12:25 pm We kept struggling to understand why the nurses did not call our name after registration process, arguing for more than an hour and fifty minutes, then finally I called manager on the phone (Eric) and telling us he was going to take care of the problem and promised to call us back. However he never did. One staff member rude & imperious & lacked appropriate interpersonal skills when I sought simple clarification/information. It was totally uncalled for and embarrassing. This is second time I have had an unpleasant experience using Quest and I now believe that staff education on social skills is called for - for your organization if the operation want to keep customers. One hour and 55 minutes wait time in waiting room. This was so unacceptable. And no one at the facilities has been able to identify the reason for. The head nurse on duty was really very rude to me personally and had very non supportive behaviour. Finally fighting, arguing and working my way to a new front desk attendant Douglas, we were able to move out of the facility. I was really very disappointed by the behaviour of the staff specially the front desk attendant who was really acting like a manager...
Myself I will never visit this location Patient Service Center again and will never recommend people also to do so as per my personal experience .

I arrived at the Scotts Valley, California Quest for a CBC test ordered by my internist who is with PAMF - Sutter.
As the Scotts Valley facility was closer than PAMF to where I live, and I had to fast 12 hours for the test, my doctor gave me the option to go to Quest in Scotts Valley, CA.
The doctor sent an order to Quest. I also went in person to the doctor's office to pick up a hard copy of the order so that there would be no question.
The front desk receptionist, ‘Bernie' has typically in the past been confused and not competent with processing insurance and my orders. Today was the last straw. Even though I had not only the sent order, but a hard copy, Bernie said she needed an address. I offered to Google it on my phone, although she was in front of a computer. She refused to process my order even though I had every comprehensive original paper work to support this. She said she would call, but then then said I would have to ask them for further information (?) I gave all that was possible! Then she said I would have to be on hold with them. I told her that was HER job, not mine as a patient. I lost all patience with her incompetence, unprofessionalism, and unwilling to help me facilitate my blood draw. I told her this was a pathetic situation that with all the orders and paperwork, that she still wanted ME to do her administrative legwork. I told her that she was lazy. (I have never told any business or health professional that before.). But she WAS! I was so angry. I drove miles away to SUTTER / PAMF, where I was greeted with smiles, and kindness. Within 5 minutes, my blood work had been completed there with no questions or irritation.
It is my strong suggestion that your Quest person retire. She is so very inept at what she is doing (or not doing). By the way, I have used Quest for years now, and I don't ever want to go back again.

On Wed May 29, 2019, I was legally parked in Manhattan on 3rd Ave between 92nd and 93rd St. Upon returning to my car at 1:45 PM, I encountered a Quest Diagnostics vehicle with NJ plate XDZ-N41 (vehicle # 75975) double-parked with hazards flashing with no driver inside. I located a NYC Parking Enforcement officer who began writing a parking violation just as the driver returned. As I voiced my displeasure to the driver having to wait over 15 mins for his return, he only responded to me rudely with vulgar comments. He appeared to be carrying food and not picking up any lab packaging. I indicated that I had his vehicle number and was going to report him to Quest Diagnostics, he said 'go ahead' and continued to swear at me, when I clearly was in the right. The Parking Enforcement officer indicated she was indeed writing a summons; however a fellow bystander surmised that the company would merely ignore the driver's infraction and pay the ticket. I have a placed a call with the corporate office and am awaiting a response how the will address.

I went to the Quest lab at 7459 state Road 52, Hudson, FL 34667 to get blood work that was requested by my PCP. while getting blood work she went to look for a vein. For my own sake I like to watch cause that makes me more comfortable. As I could see the vein in the arm she had to poke me almost 5 times to get to the vein, after taking about 1 tube of blood she lost the vein. With the needle still in my arm she is swabbing it around moving it side to side which is making my arm shake really bad. She then gets upset and just says "come on now" as she keeping going side to side. As I'm obviously in a lot of pain she still continues and doesn't say anything asking if I'm ok. After 3+ minutes of her moving it side to side she gets the vein back and finishes. She then gave me an attitude stating "if it bruises I'm sorry". Her attitude didn't seem like she was actually sorry. The bruising started light. I thought it would be fine. It is now black and I have been made fun of and have been looked at because of it. From Friday until today, this bruise is getting bigger and bigger. I can still not extend my arm all the way without feeling a little pain. I am not happy with the service I was provided what so ever & it gives that location a bad reflection.

My annual exam is supposed to be of no cost to me. It was coded correctly at my doctors office as I got no bill from them. Florida Blue also says it was coded correctly. Quest Billed me $71.68 which I payed to avoid going to collections. Please refund my money.

Also, I was dissatisfied with Quest customer service in billing. See below exchange.

Apr 1, 2019, 2:05 PM
>>Please attach the explanation of benefits.
Thanks,
Kenyetta w

Dave Lott
Attachments
Apr 1, 2019, 2:45 PM
to Kenyetta

Hey Kenyetta!
FloridaBlue is saying that if Quest would change the code to preventive then it would fix the problem. Does that sound accurate? Attached is an explanation of my benefits.

Thanks again for your help!
David Lott

Dave Lott
Apr 4, 2019, 11:40 PM
to Kenyetta

Please reply. I need to know if this will be coded correctly. I need my money back. Thank you.

White, Kenyetta X
Apr 5, 2019, 7:57 AM
to me

Good morning just getting to this the billing department cannot change codes without the dr office permission. If that's the case than you will have to have your dr office call us and update codes.

Dave Lott
Apr 5, 2019, 10:41 AM
to Kenyetta

Again, my doctors office did code it correctly. Both my doctors office and Florida Blue are saying that Quest Diagnostic must have coded it incorrectly. incorrectly. I've 6 hours of my life trying to undo this snafu.
Please have your supervisor call me. [protected].

Dave Lott
Apr 12, 2019, 3:07 PM
to Kenyetta

Kenyetta, I have still yet to receive a call from your supervisor. Please reply. You have my money

White, Kenyetta X
Apr 12, 2019, 3:22 PM
to me

Once again, we can NOT change codes without your dr. office permission. They will have to call us to update your dx codes.

Once again. Please have your supervisor call me. [protected].

I need a way to connect your boss with the billing department of the doctors office because they say that they have coded it correctly. If my insurance agent needs to be included, then so be it. But you are not going to keep my money.

Dave Lott
Apr 22, 2019, 3:23 PM
to Kenyetta

Once again. Please have your supervisor call me. [protected].

I need a way to connect your boss with the billing department of the doctors office because they say that they have coded it correctly. If my insurance agent needs to be included, then so be it. But you are not going to keep my money.

Your boss please Kenyetta. You have lost the confidence in your service to me, a Quest customer.

Dear Sir or Madam:

I recently received a bill with charges for my blood test.
I used this laboratory before for many years, so I came to your company to get tested again.
As I understand it, Quest Diagnostics no longer accepts Horizon Blue Cross insurance, in which I am currently registered.
When I came to one of your laboratories located in Manalapan, New Jersey, I was asked to show my health insurance card, which even been scanned by one of your employees. I believe that I should be notified immediately that Quest does not participate in my insurance, and I will be responsible for paying for your services, like all medical institutions are doing.

I don't understand why your employees did not tell me that this institution does not participate in my insurance. During registration, they accepted my card, made a copy of it, and entered my information into the system.

I am certain of that one of the reasons to check patient's insurance information in order to be able to check whether this institution accepts it, and notify patients of the result of the verification.

I can assure you that no one even mentioned me that my insurance will not work. Otherwise, I would defiantly just go out and find another laboratory for blood testing.

I am sure that I am not responsible for the lack of professionalism of your employees; therefore, I am not obligated to pay this bill.

I respectfully request your office to look into this matter, and assist me in resolving it.
If you have any questions or concerns, please contact me at the phone numbers listed above.

Sincerely,

Boris Ponomarenko

On april 22, 2019 i visited quest at 3186 village dr, fayetteville nc to have blood drawn and submit urine sample. The doctor's office that requested the labs is downstairs from quest which is on the 2nd floor. I need those labs for another doctor appt and after 17 days no one has been provided a lab report. When i call 910-323-2514 there are 5 depts to choose and not one gives you the option to speak to someone that is alive & breathing. So thank you quest. Because of you i have nothing to take to my doctor. They will want labs. So will i have to have the same labs completed and pay again. Quest can't provide labs to the physician that ordered them but you made sure i got that bill. Quest sucks. Wish i had a choice and could use labcorp. Due to quest's failure i feel my fee should be waived. They did not keep their part of the deal.

I visit the same location all the time. It is usually on a Saturday which now I regret. Just in general conversation I asked the young lady if she always worked on the weekend. She explained to me that she had to work every other Saturday and that her coworker worked the opposite saturdays. I am just appalled at the fact that this company requires these girls to work every other weekend. I would bet money that their supervisors or even HR work any weekends. How sad are you to require this. Yes supervisors have more schooling and education no doubt but have you stopped to think that maybe they were not able to go to college bc if their family not having the income to do so. I not only will never come back on a Saturday I'm not going to use this lab again. I will no longer send employers for drug screening. I will also post on as much in social media to try and prevent more business with you. I hope some of quest will see this on Facebook Instagram twitter and newspapers as I don't mind spending money together word out. Why don't you think about how it would feel to give up the same amount of time with your family. With as many employees that this company has this is so uncalled for. You should feel ashamed.