Quest Diagnostics

It’s absolutely impossible to reach a real person at Quest via phone. We were directed to have a blood test as a follow-​up on ambulatory surgery and not one phone tree option gave us the opportunity to speak with someone regarding whether they would be able to perform this for us or provide any direction.

We visited this office to have my 7 year old boy drawn. The customer service and reception was sour from the start. We were asked to sign in, but couldn’t ask a question. It took 20 minutes to get called to provide insurance, although we were the only ones on the waiting list (everyone else was already checked in). During that time, someone walked in, asked a question, got a snappy response, and the customer was so irritated they just turned around and left. We were informed that the orders were not in and the office receptionist said they weren’t going to call anyone. I called PMG and they responded right away and stayed on the phone with me to ensure orders/​authorization was sent it. I notified the receptionist and she just said okay and didn’t even bother to check the fax until I insisted. There was more frustrating dialogue about the orders and ultimately after over 45 minutes of waiting, getting sighs, and even hands on forehead from the receptionist for who knows what reason, we walked out and didn’t get the draw. What’s worse is that we have to go back

I went to have my blood drawn. The reception was very nice. However, an older lady took me back and explained to her that my veins are small, therefore they always use a butterfly needle. She looked at the inside of my arms a few times and left. When she came back she asked if she could take the blood from the back of my hand… really? I said no. I’ve never heard of such a thing. She brought in another woman to see if she could or not… luckily she was able to. I don’t ever want to go there again!
Plus I’ve had other problems there. They even had my doctor’s address wrong in the system and he was next door. One time I told this blonde woman about using a butterfly needle, she did what she wanted with an attitude. The next day I had a huge bruise and it was quite painful.

This review should be 2 stars for the front office clerical staff (there is always some issue with them) and 5 stars for Ashley, a phlebotomist, who helped sleuth my order that the front desk blew. In addition, she was a very competent blood drawer to boot!

Extremely inefficient. I tried to make an appointment by phone and on-​line. Neither system worked. Technician even said“yes, it’s difficult on line and the phone system doesn’t work.” So I showed up without an appointment — they kept me waiting for an hour and a half. Finally got blood drawn and went home. No sooner had I gotten in the house when the phone rang «Oh, we forgot to do one test. You have to come back». Needless to say, never again.

Front office not very competent. Online appointments beware. Drug screening only 9−11AM and 12:30 — 4:30PM. Closed for lunch 11:30 — 12:30. Don’t plan your visit around you lunch time or try to get in right before 5pm. I observed two people complaining during my almost 2 hours there. The blood drawing itself is done very professionally and quickly.

I arrived a few minutes before my scheduled appointment. There were 10 people in line and no one to greet us. Very poor customer service.

We’ve been here a few times, and the staff has always been very nice.
HOWEVER, the one star is for the new phone system for scheduling appointments. It does not work! And when it screws something up, you can’t even get to a receptionist to help. The voice recognition is terrible and often does the opposite thing you ask or restarts, and it is automated only. You can’t even make an appointment when you’re actually in the office. I was on the phone with this infuriating computer system for over 10 minutes to make a simple appointment. That’s totally stupid and ridiculous and a complete waste of your customer’s time, when 30 seconds with an operator or the clinic staff would take care of it.
I’m going to request our doctors send us for testing elsewhere just to avoid this system.

My daughter was sent to this lab three times this year in efforts to diagnose a health issue. The phlebotomist was pleasant, skillful and quick. Short wait.
Here comes the reason for two stars:
First visit was fine, they ran the tests and sent them to the doctor. The second time, they conducted the same lab again by mistake instead of the newly requested order from the doctor and sent the duplicate results to the doctor and a new duplicate bill to me. I caught the error when I received a duplicate bill with identical tests run the second time and contested the identical charge.
So, today, after TWO hours on the phone between Quest Billing and the referring doctor, the Quest customer care representativeS insisted the doctors’ office was in error and accused the Doctor had requested the same exact test twice, (which the doctor’s office denies, and has proof) Quest continues to hold me responsible to pay them for the useless, mistakenly repeated test and will «send my bill to collections in thirty days».
(The doctors office has the original fax referral indicating Quest’s error, so now they’re going to claim dispute with Quest.)
Meanwhile, per the rude Quest customer care rep, the third blood draw results «are pending» after four weeks? Quest seems to have lost the results of the third blood draw ?
(mind you, no one caught the errors until I figured them out today)
In summary, during these four months, my daughter was referred to Quest three times. They drew new blood each time and ran the correct tests only once. Quest wasted over eight hours of our time, impeded diagnosis of the medical condition, and refuses to accept responsibility, or attempt to resolve the error.

Kudos to Lucy and Nancy! I was so fortunate to have these very nice ladies help me. I normally tense up and faint when I get blood drawn but their kindness and compassion eased my nervousness. Sure, it gets crowded but everywhere is crowded so deal with it or better yet make an appointment. This office is much better than the one in Scotts Valley. (That place is a dump).
I am often baffled by people who walk in and don’t sign in at the front desk and then they complain about not being seen immediately — follow the directions people!

Office staff was nice and though the reception office was all the blood draw room was roomy enuf. Results in two days for all tests! Three stars for limited ease of access for wheel chairs!

The phlebotomist and receptionist were very nice. BUT… it’s very hard to get information from this place. AND — I was told I need to be there between 9 and noon. When I arrived a few minutes before noon, they couldn’t see me. I can understand that. But when I returned at 11:45 the next day, they still couldn’t see me. I had to arrange extra time off from work the next day to be there an hour early.
And, despite their copying my insurance information, the insurance was never billed. When I called to follow up, they referred me to a national number, which was no longer receiving inquiries. The representative at that number referred me to a new number in Florida, which had no record of me! I called the local number again, and — THEY COULD NOT FIND ANY RECORD OF ME! After much searching, they found me with a COMPLETELY WRONG BIRTH DATE!
Not only was the insurance company not billed, but the lab they outsourced to erroneously billed me. My pre-​authorization was for Quest’s processing fee — NOT for the full charges to another company. The kind receptionist at the local office was very helpful in trying to rectify. I am still waiting. If that happens, I“ll add a star.

Cannot speak for the service but the driver of the QD car blocked the road outside the office on Soquel while he unloaded –I flashed him to see if I could get by but was yelled at, «If you can’t get round me you shouldn’t be driving.» Way to represent your company jackass — you were in a company car with the logo on the side. Score 0 for public relations!

I have to say that my experience there is normally great thanks to the superior service on my blood draws by the kind young lady who normally draws my blood. Unfortunately she wasn’t there on my latest visit. The guy that works there who helped me, appears to have a chip on his shoulder and came off rude when checking me in at the front desk. He also appeared to lacked the skill and professionalism that I normally get. Appeared that I was intruding on his time and turf. Hey, if you don’t like serving people with courteousness and compassion then please find another career. Will not go there again to such a poorly managed facility.

Haven’t experienced any rudeness where I go. They always have been very helpful. My complaint is trying to get someone to answer the phone when you call with a question. I get really tired of speaking to machines or automated systems which cannot answer the question I have.

Avoid this location like the plague. They asked me to come back on two separate occasions because they failed to draw enough blood. Total incompetents. They were rude and unapologetic to boot! Go someplace else.

5 stars for the staff
1 star for the long waits, horrible parking, calling people out of order of his/​her arrivals.