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Quest Diagnostics Reviews & Complaints
Quest Diagnostics Incorporated is a Secaucus, New Jersey clinical laboratory company (NYSE: DGX) that runs about 2,400 patient service centers and bills patients separately from their doctors for lab tests. Patients pay through its billing provider MyDocBill.com, can apply for income-based financial assistance and get results through MyQuest. In October 2026 Quest reported unauthorized access to its Quanum LSM ordering and results system, and it reports an agreement in principle to settle the class actions over the 2019 AMCA collection-agency data breach.
Company Information
- Legal name
- Quest Diagnostics Incorporated
- Business type
- Clinical laboratory testing and diagnostic information services (patient service centers, physician-ordered and consumer-ordered tests)
- Website
- questdiagnostics.comSource: Quest Diagnostics official website, checked 2026-11-03
- Headquarters
- Secaucus, NJSource: Quest Diagnostics Form 8-K cover page, checked 2026-11-03
Quest Diagnostics Incorporated is the registrant named on its SEC filings, a Delaware corporation with principal executive offices at 500 Plaza Drive, Secaucus, NJ 07094, telephone (973) 520-2700, common stock listed on the New York Stock Exchange under DGX. Its official website is questdiagnostics.com; patient results are accessed through MyQuest, and Quest's billing FAQ names MyDocBill.com as its billing services provider.
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Reviews & Complaints on USAComplaints
13 complaints on USAComplaints, including 1 published in the last three years.
- Billing Problem for Oncologist-Ordered Blood Cancer Test
- Dismissive, unprofessional, inept
- Quest Diagnostics Predatory Pricing Taking Advantage of Uninsured Marks up cost of Urinalysis Cost by 5,434.6% from retail cost of $10.93 to final billed price of $594.00!
- Billing
- Unwarranted letter from collection agency
Show 8 more on this page
- Unscrupulos collection procedures
- Illing
- Illegal balance billing
- Bullying Insured Patients into paying Quest directly and in Full
- Are expert of overbilling and do not coordinate with your Insurance company, ripoff
- Ripoff
- Double-billing, billing screw-ups
- Violates patient civil rights allows discrimiation to keep accounts active
Complaint Themes
Had an experience with Quest Diagnostics? Tell other people what happened.
Submit a ComplaintContacts, Payment & Login
- Official websitequestdiagnostics.com ↗
Customer service & general contact
- Customer service, billing and appointments: 866-MYQUEST(866) 697-8378
Cancel, billing & returns
- Pay a bill (billing services provider MyDocBill.com)mydocbill.com ↗
Account & login
- MyQuest patient portal (results and appointments)myquest.questdiagnostics.com ↗
Corporate & press
- Corporate headquarters (investor and corporate matters)(973) 520-2700
Locations
- Headquarters500 Plaza Drive Secaucus NJ 07094
The October 2026 Quanum LSM security incident
What Quest has said. In a Form 8-K dated October 21, 2026 and signed October 22, Quest Diagnostics Incorporated reported that it "learned of unauthorized access to its Quanum LSM system". Quanum Lab Services Manager (LSM) is the system clients use to place test orders and look up results. Quest said it believes "an unauthorized party accessed certain patient records", that it notified federal law enforcement and engaged external cybersecurity experts, and that the incident "has not materially disrupted" its business operations or its ability to serve patients.
Latest notice. Quest's patient notice, in its update dated 8:00 am ET on October 26, 2026, says the company has remediated the incident, that Quanum LSM is back online for clients, and that systems paused as a precaution have been restored. Access to two other systems, Essential Insights and LabHQ, was paused as a precaution and has been restored; Quest says no data was accessed in them. Quest says it is still investigating the full scope of the unauthorized access, including to patient information, that it will notify the patients and providers it determines were affected, and that it will report to the relevant regulatory authorities. In its patient FAQ Quest says it will make notifications as required by applicable law and that letters to affected patients will describe available resources, including credit and identity monitoring. It gives no date for the letters. Under the HIPAA Breach Notification Rule, as HHS describes it, notice to affected individuals must be given without unreasonable delay and no later than 60 days after a breach is discovered.
What to do now. Quest's notice warns about phishing and voice phishing and asks people to verify any communication about Quest, including breach-notification, credit-monitoring or settlement offers, before acting on it. Do not give personal or payment details to a caller or email you did not expect; contact Quest through the numbers on its own website instead. Patients can call 866-MYQUEST (866-697-8378), where Quest says waits may be longer than normal. Clinicians who need to reset Quanum LSM credentials are directed to Quest's IT Connectivity Help Desk at 1-800-697-9302. This incident involves a system used by doctors' offices and other clients and is separate from the 2019 AMCA incident described under court cases.
Billing, results and price problems: where to go
Why Quest bills you at all. Quest's billing FAQ says the Quest bill covers lab testing ordered by your doctor, "for laboratory testing fees only", and is separate from your doctor's own bill. It lists four common reasons for a bill: your insurance information was missing or wrong on the test order, the insurer denied the claim, the insurer applied the balance to your copay or deductible, or the insurer did not respond to the claim. It also says insurers usually send an Explanation of Benefits in about 4 to 6 weeks, that Quest does not know each patient's coverage, and that "it is the patient's responsibility to verify benefits before services are performed."
If the bill and your insurer's Explanation of Benefits disagree. The FAQ tells you to write your Quest bill number on the Explanation of Benefits and mail or fax a copy to Quest, using the correspondence address and fax number printed on your bill; Quest says it will then "contact your insurance company to research and resolve the discrepancy." If your insurance has changed, the FAQ says you can update it online with your bill number, date of birth and zip code, after which Quest resubmits the claim. Keep copies of every bill, Explanation of Benefits and payment receipt, and note the date and name of each call.
Contacts. Quest's Contact Customer Service page lists one phone line, 866-MYQUEST (866-697-8378), and a Billing link to its billing website. The billing FAQ points payers to the phone number and the "Send Payments To" address printed on your bill, and names MyDocBill.com as "the website of Quest's billing services provider" where patients can pay, update insurance and view account history.
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Cannot pay in full. Quest's financial assistance page says patients at or below the federal poverty level may be eligible for a discount of up to 100 percent, patients at or below 200 percent of the federal poverty level qualify for a discount on amounts due for testing, and patients up to 600 percent with extenuating circumstances may qualify for supplemental assistance for certain tests. To apply, download the application and mail it to the address on your bill, or call the customer service number on the bill. Quest also offers monthly payment plans; ask for one by calling the number on your bill. The billing FAQ adds that Quest "reserves the right to refuse laboratory services if you have a past due balance."
Before you test, if you are uninsured or paying yourself. For testing at a Quest patient service center, Quest points patients to its self-pay price estimate tool. It also explains that a draw fee is charged when a sample is drawn at a patient service center; insurance may cover it, but uninsured patients and patients whose plan does not cover it pay the fee themselves. Under federal rules summarized by CMS, a provider must give an uninsured or self-pay patient a good faith estimate of costs if asked or when care is scheduled in advance, and you may be able to dispute a bill that is at least $400 more than the estimate. CMS takes questions and complaints about surprise bills at 1-800-985-3059.
Results. Quest's results page says MyQuest delivers results "as soon as they are available" and that if more than 5 days have passed since your visit you can request results from the Results page; pending tests appear under Pending Results. For CA, PA, OR and MD it says results may be held for a period of time under state law. You can also ask your doctor's office for a copy.
If your insurer denied the claim. Ask the insurer for the reason in writing and appeal before you pay. HealthCare.gov says you must file an internal appeal within 180 days (6 months) of receiving notice that the claim was denied, that you can ask for an independent external review if the insurer still denies it, and that your state's Consumer Assistance Program can file an appeal for you.
If a bill goes to collections or Quest will not fix it. Write to the collection agency and to Quest, enclose copies of your receipts and Explanation of Benefits, and keep proof of mailing. Under the federal Fair Debt Collection Practices Act, a collection agency must send you a written notice about the debt; if you dispute the debt in writing within 30 days after receiving that notice, the agency must stop collecting the disputed amount until it mails you verification. You can submit a debt collection complaint to the Consumer Financial Protection Bureau at consumerfinance.gov/complaint or (855) 411-2372. If you paid Quest by credit card and were charged twice or for an amount you did not owe, you can dispute the charge with your card issuer: under the federal Fair Credit Billing Act, your written dispute must reach the issuer, at its address for billing inquiries, within 60 days after the first statement showing the error was sent to you. You can also complain to your state attorney general's consumer protection office, or file a complaint on BBB's Quest Diagnostics headquarters profile in Secaucus.
Privacy complaints. You may raise a privacy problem with Quest directly, and you may file a HIPAA complaint in writing with the HHS Office for Civil Rights through its complaint portal or by mail, fax or email. OCR says a complaint must be filed within 180 days of when you knew that the act or omission occurred, and that it may extend that period if you show good cause.
Complaints on this site, BBB and Trustpilot
13 published complaint reports are linked to this profile. The posts are about Quest Diagnostics' laboratory services and were filed between 2003 and 2025. Most describe billing: bills sent to the patient while an insurance claim was unresolved or before Quest had billed the insurer, a split claim the insurer treated as a duplicate, balances sent to collection agencies after the writer says the bill was paid or never received, "balance billing" above the rate Quest had agreed with the writer's insurer, and an uninsured patient's urinalysis bill that the writer calculates as a markup of more than 5,400 percent over supply cost. Others describe rude phone staff, a Corpus Christi, Texas patient service center that turned a patient away after a failed blood draw, and one writer's allegations about civil-rights and employment practices at a Houston branch. These are the writers' own accounts; Quest's side is not part of the posts.
Better Business Bureau. BBB's profile for the Secaucus headquarters, which also covers Quest's corporate-owned locations, shows 1,133 complaints in the last 3 years, 317 of them in the last 12 months. BBB lists 900 as answered by the business, 224 as resolved, 5 as unresolved and 4 as unanswered. By type, the largest groups are service or repair (455), billing (278) and product (183). BBB rates the company A- and shows an average of 1.18 out of 5 from 254 customer reviews; Quest is not BBB accredited. A separate BBB listing for "Quest Diagnostics Inc." in New York is not included in these figures.
Trustpilot. The unclaimed Trustpilot page for questdiagnostics.com shows a TrustScore of 2.1 from 1,780 reviews.
BBB and Trustpilot figures are those sites' own counts. They are separate from the posts on this site and are not added to them.
Government settlements and investigations
California Medi-Cal settlement, 2011. On May 19, 2011 the California Attorney General announced a $241 million settlement with Quest Diagnostics of a False Claims Act case brought by whistleblowers Chris Riedel and Hunter Laboratories, filed under seal in 2005. The complaint alleged that Quest overcharged the Medi-Cal program for more than 15 years, charging Medi-Cal up to six times what it charged some other customers for the same tests, and that it offered low prices to doctors, hospitals and clinics in exchange for referrals. In the settlement agreement Quest denied all liability and wrongdoing and maintained that its billing practices complied with the law; the agreement states that it is not an admission of liability by Quest. The press release says $171 million of the total goes to the state, reimbursing the Medi-Cal program and the Attorney General's investigation and prosecution costs, and that the settlement also compensates the whistleblowers. Quest also agreed to report information so the state could assess its future compliance with Medi-Cal pricing rules.
Matters Quest reports in its quarterly filing for the period ended September 30, 2026 (Note 11).
- The U.S. Attorney's Office for the District of New Jersey issued subpoenas seeking records about Quest's relationship with the New York Giants and its adherence to certain company policies and federal laws. Quest reports that it settled the matter with that office and agreed to enter into a Corporate Integrity Agreement with the Office of Inspector General of the U.S. Department of Health and Human Services; the filing does not state the settlement amount.
- A group of state attorneys general is investigating the AMCA data security incident, and Quest says it is cooperating.
- The New York Attorney General has issued several subpoenas to Quest, which Quest says it has responded to.
- The Texas Attorney General issued a Civil Investigative Demand seeking documents about billing to Texas Medicaid, and Quest says it is cooperating.
- Quest says it is aware of lawsuits, and has from time to time received subpoenas, related to billing or other practices under the False Claims Act or other federal and state laws. It adds that there may be other pending qui tam (whistleblower) claims brought by former employees or others, for which it cannot determine any potential liability.
An investigation or subpoena is not a finding that a law was broken.
The 2019 AMCA data breach litigation
On June 3, 2019 Quest reported that an unauthorized user had access to the system of American Medical Collection Agency (AMCA), a collection agency that received patient billing data from companies including Quest and Optum360, between August 1, 2018 and March 30, 2019. Quest's filings say the AMCA system held financial information such as credit card numbers and bank account information, medical information and other personal information such as Social Security numbers, that test results were not included, and that neither Quest's nor Optum360's systems or databases were involved.
The Judicial Panel on Multidistrict Litigation centralized the class actions that followed in the U.S. District Court for the District of New Jersey by an order of July 31, 2019, as In re American Medical Collection Agency, Inc., Customer Data Security Breach Litigation, MDL No. 2904 (master docket 19-md-2904). In November 2019 the plaintiffs filed a consolidated putative class action complaint against Quest and Optum360. In its quarterly report for the period ended September 30, 2026 Quest says the parties have reached an agreement in principle to settle the matters and are drafting a definitive settlement agreement. The filing gives no settlement amount and describes no court approval or claim process for the Quest claims. Treat any message offering payment from a Quest AMCA settlement with caution until a court-approved notice is published.
Court & Public Records
In re American Medical Collection Agency, Inc. Customer Data Security Breach Litigation (claims against Quest Diagnostics and Optum360)
FiledWho operates Quest Diagnostics
Quest Diagnostics Incorporated is a Delaware corporation headquartered at 500 Plaza Drive, Secaucus, New Jersey, and is listed on the New York Stock Exchange as DGX. Its Form 10-K for 2025 says the company was incorporated in Delaware in 1990, that its predecessor companies date back to 1967, that it operates approximately 2,400 patient service centers, and that its 2025 net revenues were $11.0 billion.
The 10-K says services are mainly offered under the Quest Diagnostics brand, with other brands including AmeriPath, Dermpath Diagnostics, ExamOne and Quanum. QuestHealth.com is its consumer platform for ordering tests without an appointment, with physician oversight. Patients usually reach Quest because a doctor orders a test; a bill from Quest is for the laboratory work only and is separate from the doctor's bill.
Not the same as other "Quest" names. Labcorp is a separate company. Posts on this site from 2012 and 2013 filed under "Quest Labs", "Quest Laboratories" or QuestLabs.net describe a green coffee extract product sold under that name and are not about Quest Diagnostics. Complaints about Quest Communications or Qwest telephone service are also unrelated.
Frequently Asked Questions
How do I dispute a Quest Diagnostics bill?
Send Quest a copy of your insurer's Explanation of Benefits with your bill number written on it, to the correspondence address or fax number printed on the bill, and Quest will take the discrepancy up with your insurer. For other billing questions call the number on your bill or 866-697-8378. If the bill is already with a collection agency, dispute it with the agency in writing within 30 days after you receive its written notice about the debt.
Why did Quest Diagnostics send me a bill when I have insurance?
Usually because your insurance details were missing or wrong on the test order, or because your insurer denied the claim, applied it to your copay or deductible, or did not respond. Compare the bill with your insurer's Explanation of Benefits before paying, and send Quest updated insurance details if they were wrong.
Does Quest Diagnostics offer financial assistance or payment plans?
Quest offers income-based discounts of up to 100 percent and monthly payment plans. Apply for assistance, or ask for a payment plan, through the address or phone number printed on your bill.
How do I get my Quest Diagnostics test results?
Sign in to MyQuest, where Quest posts results as they become available. If more than 5 days have passed since your visit, request them on Quest's Results page or ask your doctor's office for a copy.
What is the Quanum LSM incident and was my information involved?
Quest has not yet said whose records were involved. It reports that an unauthorized party accessed Quanum LSM, the system doctors' offices use to order tests and view results, and that it will notify affected patients by letter once its investigation determines who they are. Questions go to 866-MYQUEST (866-697-8378).
What was the AMCA data breach involving Quest Diagnostics?
It was unauthorized access to the system of American Medical Collection Agency, a collection vendor that held Quest patients' billing data; Quest says its own systems were not involved. The class actions (MDL No. 2904, District of New Jersey) are at the agreement-in-principle stage, with no settlement amount or claim process announced yet.
How can I find out the price of a Quest test before I go?
Use Quest's self-pay price estimate tool for tests done at a patient service center, and remember the draw fee if your plan does not cover it. If you are uninsured or paying yourself, ask for a good faith estimate before the visit.
How do I file a privacy (HIPAA) complaint about Quest Diagnostics?
File a written complaint with the HHS Office for Civil Rights, online or by mail, fax or email, within 180 days of when you knew of the problem. You can also raise it with Quest directly.
Who owns Quest Diagnostics and where is it based?
Quest Diagnostics Incorporated is a publicly traded company (NYSE: DGX) based in Secaucus, New Jersey.
Sources (4)
Quest Diagnostics (own site)
- Quest Diagnostics notice on the Quanum LSM incident questdiagnostics.com
Public records