Joy sent a message to Stephen H. Rusckowski – President and Chief Executive Officer of Quest Diagnostics – Email Address that said:
Dear Mr. Rusckowski,
I am sorry that I have to write this today, but I am totally frustrated with Quest Diagnostics and do not know where else to turn. I tried to send a feedback on-line, but I find the “Contact Customer Service” section of your web-site discouraging because you cannot go too far unless you have an Invoice Number or Lab Code.
On September 10, 2016 I was at the lab in East Brunswick, NJ for blood test prescribed by Dr. Renda and on September 28, 2016 at the lab in Ocean, NJ for blood tests prescribed by Dr. Edelman. At both locations I was asked for a credit card should there be additional fees not covered by my insurance plan. I gave them my Flex Spending Account [“FSA”]. The FSA account is asking for Invoices for these two billing dates. So far, it is an impossible task to achieve. To add insult to injury, FSA put a Hold on my account and I cannot use it until I get these invoices to them.
I tried to get a copy of the bill on-line, but … You must have the Lab Code number and Invoice number to access anything on-line. Of course I never received an Invoice, so I hit a dead-end. I then called your Customer Service Dept. While waiting on hold for over for over 15 minutes the recording keeps telling you to access the web-site for whatever it is you need. Of course, I cannot do that because I do not have an Invoice Number or Lab Code. Finally, someone answers … she is unpleasant, rude and unintelligible. However, I did understand her say that it takes 7 to 10 business days to receive an invoice by mail, that they have no access to respond by email or fax.
Mr. Rusckowski, I have been trying for two (2) weeks now to get a copy of two (2 ) invoices. Should I need blood work in the future, I will either have to find another Laboratory or not give a FSA card when asked. I do like the staff and easiness of the two (2) labs I visited. Both were pleasant, clean and professional.
Thank you for your time.
JOY
