This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check ourNew Reviewer
Worst customer service in my 69 years. I was refused my PT INR blood test due to two unpaid invoices .
. . each invoice for $3.86, a grand total of $7.72. I explained that one of them was already paid and that a copy of the check was emailed to your billing office a month and a half to two months ago.
I also explained that the other invoice may have also been paid but that more investigation with your billing office was required. Given this, service was still refused. The tech at the Wrentham, MA office gave me the main # at Quest. I had to wait 15 mins for your billing office to open and then spoke to someone there and provided the same explanation and asked that the tech be provided authorization to draw my blood and then I'd call back when I got home towards resolving the two invoices.
I was told to cancel the check and then pay. I said there's no check to cancel, in that, it was cashed months ago and that Quest has the money and just hasn't applied it to my account. I was then put on hold for this individual to speak to his supervisor. About 30 minutes into the call he finally comes back with the same from his supervisor .
. . that I pay with my credit card before blood is drawn and that they'd pay me back later. So frustrated but I finally caved and paid the $7.72 with my credit card.
Blood was drawn. I returned home. Called Quest customer service. The situation is still unresolved and I am still awaiting a return phone call from Quest.
Customer Service? None at Quest! Employee empowerment? None at Quest!
Common sense? None at Quest.
User's recommendation: Find another company for lab work.
Product or Service Mentioned: Quest Diagnostics Customer Care.
Preferred solution: Apology.
Quest Diagnostics Pros: Many locations.
Quest Diagnostics Cons: Frontline service and billing department service.
Location: 24 Common Street, Wrentham, MA 02093