Quest Diagnostics
Reviews and Complaints

On Wednesday October 11th, I submitted a urine test to Quest Diagnostics at 8186 N. Lindbergh in Florissant, MO as a background check for employment testing. I have submitted test to Quest three other times over the last two years, so I am familiar with the proper protocol and procedure. I take a prescription drug that although it is not illegal, always shows positive results on urine drug test. So I was expecting to get a call from someone to ask me to provide prescription information. That call never came. The call that I did get, was from the potential employer, informing me that they could not offer the job because the results of my drug test were positive? What?!? I've never in my life taken drugs. Are you serious? I have a prescription for whatever drug showed up, but no one bothered to ask for it . Then I was asked why I didn't bother to disclose this information up front if I knew I took a prescription that would show up on a drug test. Because I was never asked. That's not the proper protocol. I tried to explain. I tried to give information up front before, and was told that would be handled on the back end. So after pleading my case, and crying in disbelief, the HR manager agreed to look into it. The other twist is that I am currently a contractor for the company I'm trying to become permanent with. So a failed drug test will cause me to lose my contractor's position as well, With one phone call. Just like that? So what happened? Why didn't I get a call or a voice message or anything. Don't even remember seeing missed calls. I was told that they called me three times, three days in a row, and each time, they got a fast busy signal. That's odd. My phone seemed to be working just fine for others on those three days. Both incoming and outgoing. I never got a call from them. I never got a voice message. Additionally, I did not get a letter in the mail. I did not get an email. I was not asked for an alternate phone number. They did not try to find an alternate phone number. They didn't report that I failed the test with a legal drug, and they couldn't get in touch with me to verify the prescription. They simply reported that I failed the test. And just like that I lost the job. This can't possible be legal or ok to do reporting like this. Reporting that can immediately affect another person's lively hood. I honestly don't know if it is Quest Diagnostics that contracts with this MRO (don't even know what that stands for) but that's the lab who failed the test or if it's the company I was trying to do business with. But I do know, someone needs to make some changes.

This in reference to Specimen: HL406220B and Patient ID 4252144
about my blood text collect 10/5/17. My Dr. requested a Vitamine D test, it is missing on the test result. I called talked to their result department, the agent is very rude and told me it is on my Doctor's order but not tested and asked me to do another one. Other than she did not say sorry to me. she proudly hang up my phone while I asked her how can we avoid this of happening in the future. That is wrong, I like to know how can I do differently to avoid this of happening.

Regards
Anne H Lee

We signed in and waited for about 5 to 8 minutes. So I told my son to tell the lady he need labs. Another 5 minutes went by. So I said ma'am how much longer do we have to wait for labs she said "another 5 or 10 minutes". I replied he has a test at 1. She said I can go to another Quest. So I left. She only drew 3 people before 12:45 p.m. He would have been #4. She was only playing on the computer it was no patients in the waiting area.

I am complaining about the quality of service at one of your locations in the Stone Oak area of San Antonio, Texas. I have been sent to this facility for myself as well as my children for different reasons. Every experience I have had has been poor and unacceptable. Today, as the sign says you open at 8am. I waited a few minutes and still not open, so I took my son to see his Dr. downstairs in the same building. After the appt. I went back up to Quest and had to sit for 30 minutes before they would see my son. They said he did not have an appt, but the Doctors(dermatologist) office has an relationship with this office so that her clients can get blood drawn for any appt. very quickly before the appt. time. This is a standard procedure that my son has to do every couple of months in order to continue with his prescription of accutane.
The Quest office had one person working the front desk, and the same one person doing the lab work. This is ridiculous, especially when there is several people in the room. The technician was very rude to me and told me my son has to wait as long as it takes because he did not have an appt. I had already explained to her that he needed his blood drawn for her derma appt. and he's not suppose to have to wait, especially not 30 minutes. Due to this, he was late for school and never did his lab work.
On another visit, I had to wait an hour to be seen, even when I had an appt. As I was waiting, a few other people in the waiting room said they received the same treatment at this location and at another Quest location.
I'm not sure how you are running this business, but I can tell you I am alarmed at your customer service.
I have asked the dermatologist to remove any future appts for blood work with your facility and I will be using a different lab for my son's future blood work.

I called ahead at the broad st, meriden ct. office to inform them i have not received an insurance card, however, I had a letter with my ID number on it. My Dr accepted the letter and had ordered blood work. I asked if they would also accept my letter from my insurance company so I could get what my Dr. ordered.I was told that yes it would not be a problem, come on up.
I had to borrow a car, wait 25 minutes then I was very happy to be called in. It was then I was informed "no, I'm not accepting this" by a rude woman who simply wrote me off.
I can it believe how unprofessional she was! I will never return to qyest, billing lied, the employee was just nasty to me.I'll let everyone know about my experience! Lisa Rudnicj

I had time sensitive blood work to perform for my ivf. Someone at quest throw it in the garbage. I had to wait for another cycle to perform not only the blood work but to repeat all the tests required by my fertility doctor. Kathlyn Walsh, quest diagnostic supervisor, informed that the first cycle is free of charge since they lost my husband and myself blood work. And that they will waive the fees for he next cycle as an apology from that branch. However, till now I'm receiving invoices worth $7000 for blood work that quest diagnostics throw in the garbage. Tried to contact everyone at quest but in vein especially this supervisor that she doesn't reespect her words. After we performed the second cycle, she started to be rude impolite and aggressive on the phone. Such employees should not exist in a respectful company. Passing through a lot during IVF and finding out that your blood is in the garbage is not acceptable!

The incident described below was while I was driving northbound on the western side of the Sam Houston Tollway in Houston, Texas on September 29, 2017 around 12:20pm Central Daylight Time. The part of the tollway that this incident took place was between Richmond Ave. and Interstate 10.

This involves a Quest Diagnostics courier driver at the controls of a white Jeep Patriot with Texas license plate number FWH6666. The driver appeared to be a young woman not taller than the head rest of the seat she was sitting in.

The Quest driver pulled into the far left passing lane in front of my vehicle but was going slower than the traffic to the right lane next to her. I pulled into the lane to the right of the Quest driver as it had less cars in it and I was trying to pass the Quest driver. The pass was not possible, so I pulled in behind the Quest driver as that lane was going faster again.

By observing the Quest driver's hand motions, she appeared to be angry. She then proceeded to slam on her brakes to try and make me slam into the back of her vehicle. When I moved over one lane to the right once again, she drove over the painted lane divider to take up two lanes as a blocking move. I pulled back into the far left passing lane as I was unable to pass.

Due to those two actions, I took out my phone to photograph the Quest vehicle. I took a few photos and she decided to slam on her brakes again trying to make me hit her vehicle again.

At this time, I switched to video on my phone. She proceeded to slow down while in the passing lane and then slammed on her brakes a third time.

Shortly after this, she must have seen me using my phone camera and pulled out of the passing lane and moved through traffic two lanes to my right, then back to the passing lane, and then four lanes to the right as she took the exit to I-10. She was driving much more calmly by this point.

I would report this to Quest Diagnostics, but they don't provide for complaints outside of medical or billing.

Note: The attached photo is zoomed and cropped for clarity. Tried to upload video, but 59 second file must be too large.

On Tuesday September 26, 2017 I entered Quest Diagnostics at my scheduled appointment 712 E Main St, Salisbury, MD 21804. The phlebotomist asked where is the Quest Script? I tried to give her the information and she was very disrespectful in tone of voice and body gestures. I requested to talk with her manager, she walked away. I requested her name, and she would not give it to me and then I requested her managers name and phone number. It was so unfortunate because when I requested that she change her tone of voice she then parroted me. I then called Quest Diagnostics Corporate center and registered a formal complaint. I am awaiting to here back from the Manager! I will keep you posted. Thankful for LABCORP! So if Quest cant help you go to LABCORP where they do understand the definition of customer service. "Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest".

My husband went to have blood work done on September 15th to the above location. He was told that he would have a $100.00 co-pay to draw the blood work. We contacted our insurance company and it is a 0 co-pay for in-network which Quest is a participating in-network provider. This inexcusable an at worst, criminal. Someone needs to respond to this complaint. If you choose not to, I will pursue this to the next chain of command.

Trinity, FL location is not enough professional employees. Most of them give a terrible attitude to customers. I had to wait for 2 hours, after that they said I should go home and return tomorrow. Everyone's so busy with no one know what. I thought you worked there for clients, no? I only wanted to give them my sample and went away. Nobody cared.
I am sure I don't want to go through this again.

Your phone tree was impossible to get through so I am writing you in hopes you can help me.
Regarding account number:[protected]
Pt: John R Hancock BD 3-23-25
Overpayment on 7/29/17 posted 8-3-17 amount $263.91
My Dad passed away July 24, 2017 and in the trying to get his estate paid off we overpaid on this account. We spoke with someone and were told these charges are written off.
I am writing you asking for a refund check in the amount above.
I hope to hear from you soon.
carla nelson
[protected]

Bill for lab work by Quest Diagnostics
Opened a letter today stating it was a 4rd.notice from Quest Diagnostics, it is a bill for the amount of $694.77 for lab work that was denied by my insurance, and not authorized by me either.

I've been trying to follow a claim with my previous insurance that was United and they keep saying they will send something as poof for my claim but nothing so far. I was also told that the lab work would have needed their prior approval to be covered in the first place, basically, the lab work was not authorized by the insurance company or myself. My complaint is basically that I received a service when I was covered by United and Quest did not disclosure to me that they don't have a contract with them; I'm just asking for an explanation and it seem's that no one can provide me with an answer; in they mid while the employees at customer services in United keep saying "do not pay" but I'm really scared because this last notice is says Quest is going to send my case to collection and as and employee for the state don't want this in my record. Thanks and hope you can help me or guide me.

On 9/16/2017 at approximately 4:20 p.m. I arrived at the Quest Diagnostics lab located at 150 E. El Camino, Sunnyvale, CA for a blood draw. I had an appointment with my PCP who ordered the blood test. After my appointment I went straight away to Quest. I asked the phebotomist if I was too late. She let me in and admonished me for coming in so late. I explained that I had just received The lab orders. It was a matter of urgency that I have the test done PDQ. During the visit she was decidly rude, curt and very unfriendly. As I left she "thank you for your cooperation" which I feel was a snippy, uncalled for comment.
This woman was rude and insulting. She demonstrated a profound lack of personality skills, friendliness and civility. This was the second time I have visited this particular Quest and recived the same treatment. I have been to other Quest labs where I have been treated much better. The only reason I went to this particular lab was that my PCP wanted the lab reports quickly and this particular Quest Disagnostics location was still open. This woman gives Quest a very negative impression. If she was my employee she would be terminated.

Dr. Sumit Dutta,
Managing Director, India

This is to inform you about your pathetic services in lab A-17, Info City, Sector 34| Gurgaon, Haryana 122001 INDIA .

Its been five day that i have not received pending reports against my Request/Order No 2225856 in name of Rekha Mohan.

FIRST THING The day I gave the sample your receptionist cum sample collector cum accountant (Single person) delayed us in taking sample and sending them to the concerned person/department.He left the blood sample unattended on the reception after taking them and went away some where to get the change of balance amount. I want to get this in notice which is more important SAMPLE OR BALANCE AMOUNT.

SECOND THING I'was expecting my pending reports by this Thursday but on Sunday, I m writing this that i have not received the reports till now. Even did not get any call or mail for delaying the reports, What was the reason.

This is very poor I will never visit your lab. Where as your people in you gurgaon lab are more concerned about the blood test rates MONEY rather than helping the patient to collect the sample first.

Kindly send my reports as soon as possible. I'm even not sure now how will prepare that reports with five days old blood sample.

Dinesh Sorkhi
[protected]

Date of incident: 8/4/17 3:00 pm.

I brought my daughter in to have her regular blood draw. She has regular draws every few weeks, a standing order in the system, and has done so for about 10 months. We walked in to a quiet office and were the only ones there besides the woman at "reception" and the phlebotomist. Since we have been there last, the check-in system has changed: it used to be that we listed the patient name on a clipboard with the time of arrival and then would wait for a name to be called. Today, there was an Ipad that you filled out and signed in, which I did for my daughter. We then sat down as that is what the station instructed us to do, and waited to be called. We sat for maybe two minutes and I heard a faint voice saying, "can I help you?" which I did not know was for us, as the receptionist could have been on the phone. Then she said it again. I stood up, looked her way and said, "oh, sorry, are you speaking to us?" and she replied in a nasty, sarcastic tone: "You're the only ones there!" I was shocked, since I am normally used to medical professionals calling out patients by name and calling them forward, etc. I then said, "oh, it's a new check in with the Ipad so I assumed you'd have her name." This woman, named Leera/Lira (sp?) had absolutely NO CUSTOMER SERVICE experience. She was just plain RUDE. She then says, "Are you coming up here or what?" I then gave her my daughter's insurance card and name and DOB and she "couldn't find her in the system." What the heck? I said to her, "Well, that is unusual since we have been coming here regularly for 10 months with a standing order from the pediatrician and have done so without incident until today." It took the woman several tries before she could locate my daughter's standing order and she kept telling me there "was nothing in the system." All this with a bad attitude like she could give two cents about patients or serving the public. She then was attitudinal when I asked for her name and didn't want to give it to me until I asked again, and she said: "Leera." My daughter proceeded to have her blood taken from the phlebotomist without incident and we left. This Leera woman should NOT be working with the public or should definitely be better trained in customer service by management. She must be new but she should be offloaded as quickly as possible! She is horrible!

July 31, 2017
Plebotomist drew blood from vein on left arm it bled profusely after then overnight turned into a big discolored streak, I saw my physician today and was sent for an ultrasound to check if there was a possibility of a clot. This employee is obviously not qualified. the location is 4545 Spotsylvania Parkway fredericksburg, Virginia 22408.. I have been using Quest for over 25 years at various locations, never had this problem before.

I am in the hospital right now, so I am afraid I do not have the details such as the lab order. Upon returning home this week, I will be able to provide those.

This complaint concerns a visit to quest diagnostics Lab which is now the ONLY available lab in the town of Bellingham Washington, much to the digits and frustration of the residents there, because the lab is unresponsive and the personnel or unknowledgeable and do not follow through with details that are necessary for the patient. In early July, I went to the quest lab as instructed by my physician. I had been asked by him to complete an entamoeba histology test and a blood draw which was completed as I sat (after waiting too long for comfort. I do NOT carry my computer around and was unaware that U could make an appointment.

When the blood draw was complete, I was handed a plastic bag and told that it included everything I need for the test. I asked whether they were tongue depressors so that I could scoop the specimen out of the toilet bowl and put them in the orange lidded container WITHOUT POLLUTING MY HANDS. Apparently, the third-world workers there thought I'd be using my hands..."Oh no, " said the Russian lady "I forgot." I wish I had had the presence of mind to ask whether there were any bloody instructions: there were none. NATURALLY ONE ASDUMES A WORKER KNOWD HER JOB, but we now find ourselves in the age of "do it yourself medicine" even when we had drastically overpaid for someone else to do their expertise on our behalf. Unacceptable! When I arrived home and discovered there were no instructions I tried for DAYS to get a human on the phone.

I wonder whether any single one of YOU has tried to use your phone system and get a human being in order to find out what the bloody instructions are for the specimen: whether it can be frozen by the patient, how long it can remain out of the freezer or the refrigerator before being delivered. Obviously, I have no intention whatsoever of carrying a vial of excrement around with me all day in case I get time to deliver it to the lab. Moreover, since I have -0- instructions and NO HOPE of obtaining any, this simple task has now already been delayed X1 month, in which case the floral and microbial environment of my gut will be drastically different than it was one month ago when the test was ordered! Does this have any meaning whatsoever to people who work for quest?

Let me assure you, the patient will not continue to return, in PERSON, over and over and over to your damn, irresponsible lab site simply because your employees lack the mental wherewithal to include instructions Or to think even inside the box to include instructions. And you already know how I feel about the lack of responsiveness on the telephone. I'm not going to go there again because it gets my blood pressure up.

What I am going to do is this: I'm going to let my doctor settle this with the CEO of Saint Joseph's Hospital and the idiots who decided it was a good idea to get rid of the local lab and any competition whatsoever And open up only quest diagnostics sites all over the city.

I want to know whether quest has any plans to change this lack of availability of a human. If not, I will be writing to the CEO of quest and I will be writing to the CEO of St. Joseph's Hospital and copying my attorney and my congressmen about this aspect of totally unresponsive greedy nonfunctional "healthcare." I don't work for quest diagnostics. You are PAID to DO WORK for me now do it!

Are you getting an idea of just how angry I am? Good. Now fix it .

This complaint is for the New Braunfels TX location. I work in SA and had labs sent to this office. I had attempted to call the office from 1pm-155pm (callomg almost every 5 mins to get ahold of someone). She finally answered and said she had them and she was working alone. I said I would be in later but work in SA.
I left work at 330, and ran into some traffic. I didn't want her to leave if I showed up at 430. So I called again, from 345 until 420 when I showed up with no answer.
I came in, no one was at the desk, she was cleaning which is fine.. except not answering the calls.
The problem I have is that her last customer was at 349pm.
I came in and hit the buzzer and she wasn't rude when she came up. Short. No smile. Nothing. Attempted small talk once I came In the back.
She was quick to get mein and out. Max of 5 minutes. Then I looked down at my arm on the way home, and my gauze was 90% full of blood. All of the blood work I've had in my life, I've never bled this much afterwards.

This is totally unprofessional and there is no excuse to not answer your phone when it's ringing as much as I was calling.

I had a 11:30 am appt. Then the blood draw on my left arm began. When she inserted the needle extreme electric like pain hit my arm. I screamed "get it out, get it out" and the tech, a young black female, removed it. She said I almost got her stuck. Another tech drew my blood in right arm. Now it's 3 days later and I'm still suffering shocks in my arm. I can't bend it at elbow or wrist without shocks. I'm already disabled and on a walker. My doctor, Paris Spanolios, suggested icing it. My endo, Irina Rosewater, who ordered the test, says it will take time for the nerve to heal. My arm is swollen, I can't sleep well and my quality of life is affected. (I need both hands for walker at minimum) The shocks are painful, burn, and cause me to cry. I am a crafter and just opened a online store that I'm needing to fill. This injury is haulting that. I wanted yall to know this has happened to me. Mind you I get all my blood work done here because I am a Hamden, CT resident. Thank you, Shirlene Wilcox