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.