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> Just let me walk up to the counter, read a physical menu, place my order with a human being and get out of there. Reminds me went to Quest yesterday to get m

> Just let me walk up to the counter, read a physical menu, place my order with a human being and get out of there. Reminds me went to Quest yesterday to get my blood drawn. Tech told me I had to sign in at the kiosk. So I did. And then it wanted to scan my drivers license. Nope. A few minutes later an old man hobbled in. Directed to the kiosk he said he didn't have his reading glasses. So another tech had to stand there and ask him for the information and enter it for him. Maybe I'm old but it feels like the enshitification is moving faster and faster.

supertrope 3y ago
Quest has a horrible billing process. Kafka would be proud. Quest sent me a $2000 bill. My insurance EOB (explanation of benefits) stated the negotiated price was like $350. I emailed Quest with the EOB attached. Never got a response. I emailed the next week. Radio silence. I called Quest, waited on hold for half an hour, was told I was being transferred to the "billing department" but was hung up on. The next month I got another bill in the incorrect amount. I called and waited on hold only to be transferred to the "billing department." I spoke with the second person there who transferred me to a third person who hung up on me. After calling in a few more times, being transferred around numerous times, and being hung up on 80% of the time, I was finally told to ignore the bill and email in the EOB and it would be corrected. A few months later another bill for too much arrives. This time threatening eventual debt collection. When another bill arrives as a "final warning" before debt collection actions I am in the midst of buying a house. Having my credit score dive 100 points would be a big problem. I call in, select make a payment and am immediately and conveniently routed to a menu where I pay off a credit card. I stupidly assume the Quest balance would soon be rectified and I would receive a refund. Later that month I check in on the website. There is no sign of a refund. I go through the phone gauntlet again and the under-trained support people say they did not receive the EOB even though this is the third time I've sent it. I call my health insurer and they conference call Quest. Health insurance Co faxes the EOB to Quest. I still have not received the refund a few weeks later. I burn an hour of time to reach the "billing department." Quest says they received the EOB, but their records show insurance never paid blocking the refund. I start another conference call. Quest had filed a duplicate claim, causing rightful initial claim denial, and while they happily took payment from both me and insurance in the re-filed claim, the initial claim denial triggered a hold on any refund. A refund is promised within 4-7 weeks. 4-7 weeks later there is no refund. I burn more time to reach a "billing department" "supervisor" who apparently works in an entirely different company. They say there's still a hold on the refund due to the claim denial. They say a refund should be out in 4-7 weeks. I am now well past the 60 day window to file a chargeback, as my credit card company tells me. Around a year into this saga I filed a small claims lawsuit. The next week I received a check and cancelled the suit.
- Gibbon1 3y ago
  I forgot to add, when I walked in there was just two phlebotomists and no one else. And when the old guy walked in there was just the four of us. So it was obvious quest had a rule that customers were supposed to use the kiosk no exceptions. The whole experience smells of management desperation.

supertrope 3y ago

Quest has a horrible billing process. Kafka would be proud. Quest sent me a $2000 bill. My insurance EOB (explanation of benefits) stated the negotiated price was like $350. I emailed Quest with the EOB attached. Never got a response. I emailed the next week. Radio silence. I called Quest, waited on hold for half an hour, was told I was being transferred to the "billing department" but was hung up on. The next month I got another bill in the incorrect amount. I called and waited on hold only to be transferred to the "billing department." I spoke with the second person there who transferred me to a third person who hung up on me. After calling in a few more times, being transferred around numerous times, and being hung up on 80% of the time, I was finally told to ignore the bill and email in the EOB and it would be corrected. A few months later another bill for too much arrives. This time threatening eventual debt collection. When another bill arrives as a "final warning" before debt collection actions I am in the midst of buying a house. Having my credit score dive 100 points would be a big problem. I call in, select make a payment and am immediately and conveniently routed to a menu where I pay off a credit card. I stupidly assume the Quest balance would soon be rectified and I would receive a refund. Later that month I check in on the website. There is no sign of a refund. I go through the phone gauntlet again and the under-trained support people say they did not receive the EOB even though this is the third time I've sent it. I call my health insurer and they conference call Quest. Health insurance Co faxes the EOB to Quest. I still have not received the refund a few weeks later. I burn an hour of time to reach the "billing department." Quest says they received the EOB, but their records show insurance never paid blocking the refund. I start another conference call. Quest had filed a duplicate claim, causing rightful initial claim denial, and while they happily took payment from both me and insurance in the re-filed claim, the initial claim denial triggered a hold on any refund. A refund is promised within 4-7 weeks. 4-7 weeks later there is no refund. I burn more time to reach a "billing department" "supervisor" who apparently works in an entirely different company. They say there's still a hold on the refund due to the claim denial. They say a refund should be out in 4-7 weeks. I am now well past the 60 day window to file a chargeback, as my credit card company tells me. Around a year into this saga I filed a small claims lawsuit. The next week I received a check and cancelled the suit.

Gibbon1 3y ago
I forgot to add, when I walked in there was just two phlebotomists and no one else. And when the old guy walked in there was just the four of us. So it was obvious quest had a rule that customers were supposed to use the kiosk no exceptions. The whole experience smells of management desperation.