Quest DiagnosticsReviews of questdiagnostics.com

My experience with Quest Diagnostics’ “Easy Pay” process left me extremely angry and distrustful. While I was sitting in the treatment room, Easy Pay was presented by the clinician in a manner that appeared indistinguishable from paying a normal copay. It was not clearly explained that this was a separate financial authorization under which Quest could retain my card information and potentially charge it later after insurance processed the claim. I later called Quest customer service for clarification. The representative seemed unaware that Easy Pay was being used this way and repeatedly insisted that only my copay was being charged. I specifically asked whether she was positive, and she assured me that she was. Her explanation was incorrect. If Quest’s own customer-service representatives cannot distinguish Easy Pay from a routine copay, patients cannot reasonably be expected to understand what they are authorizing while sitting in a treatment room. The opacity surrounding this program is so pervasive that I am left with the strong impression that the ambiguity is purposeful. Patients should receive a clear explanation that Easy Pay is optional and separate from a copay, including exactly what is being authorized, when the card may be charged, and how to revoke that authorization. Quest should also provide a prominent online cancellation option and properly train its employees. Presenting an optional financial authorization during a clinical interaction, while failing to make its consequences unmistakably clear, felt manipulative and completely unacceptable. I am sharing this experience so other patients know to ask detailed questions before providing Quest with a payment card.

Quest sent me a bill for over $500 because two tests they ran were not covered by my insurance. Interestingly, if I had ordered the tests myself (with no doctor’s order and no insurance claim), they would cost less than $100 total. Well, I filed a request for financial aid because I cannot afford to pay $500. No one got back to me with a decision about my application, and no one addressed my question about why the tests cost so much when they go through insurance. They just sent me the full bill again, absolutely no mention of any appeal.

Milford Mass on Water St is extremely slow, unprofessional and goofing around without being considerate to the patients. They waste time and have patients backed up for over an hour at All time. Ive been here before and nothing changes. People have other things to deal with and waiting for ever for them to get on the ball is overly frustrating and inconsiderate.

I would give a zero if I could. I am in health services and this organization is deplorable. I waited 55 min for a scheduled appointment But that didn’t bother me, I understand health care shortages but what OUTRAGED me was they drew 9 NINE tubes of blood for a panel that should have only drawn 2 or 3. I questioned the practice to the technician and superiors and was told unsympathetically this was standard. This might seem insignificant but for those who are a difficult stick this is agonizing. This is poor, substandard care and it is disgusting.

If I could give less of a star I would not even give that and they are not concerned about patients the facility does not have live human beings it is all AI generated. When you do finally get a person to try to get an appointment it's 30 minutes into the conversation of dealing with this AI crap. You go into the facility there's no one there to greet you just a camera up in the corner wanting you to place your ID and your insurance card onto their machine. People with high blood pressure already upset but there's no concern they are just there to get you in get you out like cattle no appreciation for a human at all. Would rather pay out of my pocket and go to another place instead of insurance at a place that doesn't care about people much less acknowledges people and again there's no person in the office to take your damn phone calls!

I didn't like the fact that I couldn't speak to a real person on the phone to ask questions regarding a test on what to do or not to do before coming in (fasting or not?), how does the fecal test procedure happen etc. Then, I made an appointment and I arrived there in the morning, way before my appointment to inquire about the fecal test because I go to the bathroom only 1 time in the morning and I thought probably I can give a fecal matter before going in for the blood test. There is no one outside the code locked door to help you with questions. Then when someone opens the door they have an attitude (kind of like when you go to the post office) not being willing to help. When I finally got someone a bit nice to ask the questions, after a while she took me in and explained to me how to use the fecal kit that she gave to me to do at home and return on another day. She said that I could come back another day with the fecal test to drop off and do the blood the same day. I told her that I had an appointment that day and I would like to do the blood test because I had fast long enough and she looked at my doctor's order and told me that I DIDN'T HAVE TO FAST. If I had a way to communicate with someone over the phone regarding the fasting the fecal test I could've coordinated those tests better. I could've picked up the test 1st and then I would've made an appointment for both in the same day (drop off and blood test) and I would've known NOT TO FAST. But now I was left with doing the blood on that day and the fecal to drop it off another day. Because I couldn't do the fecal test on that day I had to go to the bathroom before the blood test appointment which was 1 hour later, but they had only 1 bathroom on the site with 1 stall for whoever was called in, past the locked doors so I couldn't use it. I had to check in at the kiosk and then go to a store near by to use their bathroom and then I returned in time for my appointment and did the blood test. When I checked in I choose the option not to wait on site and get a text when I should be back. Well, thank god I got back with plenty of time because I NEVER RECEIVED A TEXT. To say that all this was ANNOYING is an understatement. All this could've been avoided if they had a person on the phone and one in their lobby to answer questions. This wasn't a good experience for me, I'm not looking forward using this lab again and definitely do not recommend it. Unfortunately there are not too many labs to choose from in Chicago... and I have a feeling Quest knows this and that's why they don't bother, providing customers this human-less-more-technoligially-forward type of service leaving them with in the end with a bad experience. I hope they improve their service but I doubt it.

1. Does not correct insurance plan after multiple edits, BUT does bill correct carrier. 2. Flower Mound office continues to want to collect payment “after insurance” to have a card on file. There is no copay on my plan and I refuse to give a card that can be hacked. 3. Staff is good, but will not correct this FRAUD attempt. Complaints file with BSW-carrier and Texas Dept of Insurance.

Got a text on Thursday reminding me of my 7:20 appointment on Friday. Got a text at 5:54AM Friday with a link to sign-in when I arrived at 7:20. Final text at 6:17 saying my appointment was cancelled as the office was closed for maintenance for 2 days. What a joy after 12 hours of fasting. Clearly something is broken in this company. Wish I could give negative stars.... This is for the Cranberry Township PA location