Arlene sent a message to Stephen H. Rusckowski – President and Chief Executive Officer of Quest Diagnostics – Email Address that said:
The last 3 times I have tried to contact Quest - twice regarding a billing issue and once to schedule an appointment. You should try calling into your call centers once in a while. You staff is rude and take great pleasure in telling you what they can't do, instead of trying to help. You billing office kept telling me they can't send one bill for each visit, because the facility too long to send in all the parts - so I ended up with 3 bills, on which there were duplicate charges. I was told to just pay them all and they will credit me "when they get it straightened out" I tried to make an appointment for routine blood work, but apparently the "customer service" staff cannot help with that because they don't have the availability for that facility. I asked to speak to a supervisor, I was put on hold, then cycled back to the original voice mail prompts.
I must say - no matter how good your phlebotomists are - the pain of dealing with call centers out weighs the actual lab work. I am sorry, after over 20 years of being a Quest patient, after getting to know the staff in Avon, CT, after multiple attempt to correct problems, to say that Quest has lost not just one patient, but my whole family.
