Quest Diagnostics

"I have been using Quest for many visits and have found the staff to be very friendly and competent, while the facility is very clean and spotless. I think the secret to a short wait is to take a book with you, because when I do they call me almost so fast I can't seem to read even one page."

"I have 2 discouraging stories. This past Friday, my doctor's office calls me to tell me they called in an order at Quest Diagnostics. Great! I go there on Saturday and I am told they don't have the order from the Doctor. I told them I am dropping off a lab sample and they tell me that I need to go to the emergency room (I did not need to go to the emergency room), so without the order, I leave. I coordinate with my doctor and they assure me they have sent the order over again. I go to a different Quest a few days later with an appointment and waited patiently until they called my name 90 min past my appointment time. Once I got in the back they tell me they don't have the order and they don't do "drop off samples" they only do blood. (not true) As I am talking to the tech she takes off her white coat and proceeds to leave me in the room by myself as she clocks out and leaves, telling me "oh well we are closing" on the way out. A manager comes to my aid and finds the order in the system and collects my lab sample. The manager wasn't happy either as I was keeping her past her normal hours. Hopefully I actually get the results back .Dealing with quest has been more stressful than the actual condition I have been dealing with."

"Arrived / checked in 10 min early for my appointment, but wasn’t seen until 35 min after my appointment time on a Tuesday. It seems like they consistently overbook themselves, which is unacceptable. Also they didn’t have the paperwork for my lab work (it was sent to Ft Myers), and didn’t have the ability to access paperwork sent to another Quest location. All told don’t recommend this location."

"Was there for biometric appt @11:10 and was told they couldn't even find my account. I've been getting biometric for my company for 10 yrs now and NEVER had any issues before today. I was told by Gabby that I've never been there when I told her I've been there for the same procedure for 10 yrs. I even told her maybe the name is spelled differently or my last name isn't hyphenated. I asked her to check my phone number. She told me they can only check with my name, then game me a number to call, which I could only get a busy signal for 15 minutes. When I told Gabby, she only said "that happens with phone services ". I've already been there for an hour already so I desperately ask her if there was anything else they can do. That's when she called the number herself. Which she should've done herself from the beginning to find out why they couldn't fine my account , instead of having an attitude like it's not her problem . After getting someone on the line it took the rep. 2 seconds to find my account. My last name wasn't hyphenated. It was a simple fix. If she'd listened from the beginning, we would've saved time and stress. By now , I can tell my blood pressure shot up from the stress, worry and frustration. I told Gabby, my blood pressure is up and all she had to say was " you need to bring it down because i need to take your pressure now." There wasn't any apology for the inconvenience or anything, just bring your pressure down for the exam. That's when I asked for her name and she said" go ahead, you can put in a complaint if you want". She obviously doesn't have any regards to good customer service. She then said " I'm going to get someone else to help you". She then proceeded to tell me SHE'S the one who fixed everything. Correction, it was the rep on the phone who found me in 2 seconds. She wouldn't have done anything if I didn't ask her to help out of desperation. Gabby then walked out and got Kim for me and Kim was wonderful and patient. What Gabby needs to understand is, most of us are already nervous about going in to get our blood drawn. We don't need horrible customer service to add to our stress. I've never had any issues with the Milton location. She needs to be retrained to have a better bedside manner to deal with patients."

"Make an appointment and event that isn’t guaranteed to be seen on time. Sat in this waiting room for 3HOURS.. 3 HOURS. I’ve been sitting at #1 STANDBY FOR 3 HOURS. As the list e gets shorter for appointments .. standby is still not being called. Then the appointment list full as back up with STILL NO STANDBYS BEING CALLED. The system is backwards as they should being calling standbys InBetween appointments. Elderly patients come here for their lab work and NO HUMAN EMPLOYEE is in the waiting room to help them with the kiosk; then they get an attitude when you do stop them and ask for help! Absolutely ridiculous!"