The Elliott Advocacy research team to the rescue!įornero asked our research team of John and Meera if we had any executive contacts at Quest Diagnostics. A month later, Fornero received another invoice. “I cleared up that matter, they did what they needed to do.” “I emailed my contact again and learned that my doctor’s office had not followed through,” he says. Later, I learned they had not,” he says.Ī month later, he received another Quest invoice. She provided me with steps that my doctor’s office needed to follow. “Eventually, I connected with a helpful customer service agent.
Calling Quest usually requires an investment of at least an hour, he says. Our car hire excess and CDW/LDW policies offer comprehensive coverage at a competitive price compared to what you pay at the rental car desk! Buy before you fly! Whether you are going on holiday or on a business trip, car hire insurance from gives you the coverage you need. Save money on your car hire insurance when traveling abroad. There isn’t a way to email Quest.”Įlliott Advocacy is underwritten by. “He told me he had correctly coded the form and my doctor’s office covered the expenses. A few days later, Quest sent him a bill for $385. The technician indicated everything was fine.” “I contacted my doctor’s office who in turn contacted the Quest technician at the San Francisco lab,” he says. But when he went in for the blood draw, the technician said the form didn’t indicate that the procedure was prepaid, and said he was responsible for the $385 charge. He says he paid for the blood work through his doctor’s office. No one stepped up.įornero’s doctor ordered some blood tests through Quest Labs in San Francisco. Companies would prefer to send you to an endless phone tree or impersonal “knowledge” base on their site than to actually help you with a problem.įornero’s issue is a reminder that often, the key to solving a customer problem is talking to the right person. But their identities are often shrouded in secrecy, and I think I know why. Of course, these folks should be on every page of the website, the same way forward-looking news organizations publish the names and emails of editors at the bottom of each story. But we have an amazing research team, capable of finding the company employees whose names and contact information are a closely guarded secret: the executives who handle customer service problems. And now we do.Īctually, I should say before today those names weren’t public.
But then George Fornero asked our team for help with a Quest Diagnostics case. Before today, we didn’t know the names, numbers and email addresses for the customer service executives at Quest Diagnostics.
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