Quest Diagnostics Disorganized and dishonest Jacksonville Florida

The first time I went to Quest I had an appointment scheduled for 7am. The Quest employee that was supposed to open the office forgot the keys and I, along with 15 other people had to sit outside on the cold cement for an hour before someone from another office brought keys to open the office. Most companies concerned about keeping customers/patients would have apologized and offered some kind of discount for that visit or the next. Quest did neither of these. That alone should have been a sign for me to find another lab to do my blood work, but I gave them another chance which I now regret.

I am a diabetic, and for those who don't know there is a test called hemoglobin, glycosylated or A1c which is very important test for diabetics to have a few times a year. It tells you if your diabetes is under control or not. When it is out of control you are at a much greater risk for heart attack, stroke, blindness and kidney failure.

I went to Quest on two separate occasions to have my A1c tested. The first time they did not test my A1c even though it was clearly marked on the blood order from my doctor. I went back for another A1c and this time they somehow either lost my test results or never sent my blood to the lab. The people at Quest had no idea what happened. They realized that they were at fault, but they told me I was going to be charged for another test. After hearing that I was furious so filled out a complaint form on their website. A supervisor called me back and apologized. She said there was no excuse for what happened and she scheduled an appointment for me a few days later. She assured me that I would not be charged for this test as it was due to several errors on their part. She gave me her cell phone number to call her if there was any problem and promised me that she was going to get to the bottom of why my tests were screwed up.

So I go back and have my “free test” taken, finally get my A1c results after sweating over it for close to a year. And then I get a large bill from Quest, wanting me to pay for my “free test”. So I fill out a complaint form on their website and after two weeks of not hearing back from them I call their billing department and explain what happened. The lady I talked to was completely unhelpful. All she was concerned about was trying to set up a payment plan for me to pay for this bill that I was not supposed to receive in the first place. The supervisor that gave me her phone number to call her if there was any problems does not answer her phone. I would strongly recommend that people find another medical lab to have their blood work done as this kind of disorganization is dangerous to us as patients. I find it ironic that any reputable company will bend over backwards to keep a customer happy and coming back, but a place like this doesn’t care if you come back or not.