Quest DiagnosticsReviews of questdiagnostics.com

Terrible billing service…if you do a payment plan with them, apparently, they’re not like other billing companies. Usually, with any medical billing service, when you set up a payment plan, they do an automatic withdraw from your bank account. However, this company doesn’t do that unless you get the right representative or you just know that you’re supposed to request the automatic payment option. If you get the wrong representative…good luck! You just have to know to ask if it is going to be a recurring payment or not. Apparently, you won’t get a straight answer on that matter…not worth the discussion. I wasn’t aware this wasn’t being paid and now it is too late to set up any other plan because it is in collections. But, after looking at some of the other reviews, maybe I should be thankful I wasn’t on a payment plan with this company.

Horrible customer service. I had a problem entering my insurance info in my Quest Diagnostics account. I entered everything correctly but continually received the error message: “Oops something went wrong. Try again.” I then attempted to contact Quest Diagnostics support but all I could get was a chatbot initially ("Quest Assistant"). When the chatbot couldn't help me, it gave me a billing dept number 866-254-3859. When I called that number, a woman named "Nicole" answered. She had ZERO customer service skills. She was loud and aggressive and would not let me finish sentences. Quest Diagnostics should NOT let her loose on their customers. She said my issue could only be handled online. I explained to her that I tried “online” but the "Quest Assistant" gave me the phone number that put me in touch with her. She just kept repeating her statement that my issue needed to be handled online but louder each time she repeated it. She was extremely aggravating and I hung up on her. Next, just for the heck of it, I tried the bot again but this time I was given a different phone number. I called it and again waited on hold for 5 minutes but this time I got someone who had an answer. She immediately asked if I was using the Firefox browser. I said yes. She said it won’t work with that browser and that I should use Chrome or Bing. I thanked her. I then tried Google’s Chrome browser as well as Microsoft Edge. No dice. Still received the “Oops something went wrong. Try again” error. So, the last Quest Diagnostics customer service rep was giving out invalid information. Nice. Next, I tried the Quest Diagnostics app. There, after lots of hunting, I found a way to enter my primary insurance but there was not way to add secondary insurance. So, after wasting most of a morning, at least I was 50% successful in my attempt to add my insurance info in my Quest account. Bottom line, Quest Diagnostics customer support is a joke; just not a funny one. That explains the 1.5 stars our of 5 from over a thousand reviews on Trustpilot.

You can't get anyone on the help line. The test results are taking much longer than usual.

This place should NOT HAVE A WALK-IN OPTION! If their policy is to take all the appointment times first before walk-ins (which by the way go from opening to closing), don't have that service. Why must I make an appointment to drop off a lab specimen? Why did I have to make an appointment to pick up a kit? There is no one at the front window to speak to. Everything is done through the kiosk and there is no option to drop off or pick up anything. I asked to speak with someone in charge and they told me and another woman who was waiting, that they had to take care of the appointment people first; then chuckled when they told me the previous Friday a walk-in waited 5 hours to be seen! Utterly ridiculous. What they should do is have several phlebotomists take care of appointment patients and several take care of walk-in patients. I will NEVER go back to Quest Diagnostics!!!!

I have been getting my blood work done at Quest for decades with no problems. There check-in is getting harder than before. Swipe insurance card both sides, swipe secondary insurance card both sides, now your driver's license. That's not my main issue though, all of a sudden I'm getting slow results on my blood work. Yes the ability to reach them is non- existent.

Scam artist. I used an HSA account to pay an original co-pay. They have kept on file and have enrolled me in “easy pay” which means they keep your credit card details and bill without any explanation. I did not authorize this. I keep getting billed for lab work done in early December for my portion not covered under insurance. I have requested reconciliation with the insurance coverage and have gotten nothing. I have objected to auto charging my account with no response. Beware, on HSA one can not dispute a charge as you can with a credit card. Completely unethical and a scam. Find an alternative as this establishment is shady AF.

Cannot create an account without giving your private biometric data including facial recognition. Invasion of privacy and a huge security risk. Quest never required this in the past, so this is a new requirement to put us at risk. Will not choose Quest again.

bad experience and inaccurate lab result compared to labcorp for 2 times in row