-
July 2024 by Anna Bachand
Best service I’ve received at a lab. Payton was so kind and friendly. She went above and beyond when my lab orders had expired. She confirmed my doctor and then called my doctor’s office and then my nurse’s line when the doctor didn’t answer. This was all done before I could have even thought to ask for this kind of help. (I had mentioned the nurse’s line as an offer of something I could call if the doctor didn’t answer).
Then as I’m already blown away, she leaves a voicemail saying she was calling for labs and to call her back!!
This was all done before I could have even thought to ask for this help.TBH I would have felt bad asking because this kind of help would have seemed unreasonable or too much to ask for based on all of my other lab experiences - I didn’t even know they could call my doctor!
As I tried other lines my doctor called her back and I was able to get my labs done.
I’ve been concerned the last several days about recurring symptoms and a disease flare so it was really important to me to be able to get my labs done and check in on things. I am just blown away by how Payton went above and beyond in this and am so thankful that I was able to get them done today.
Thank you Payton!!
-
July 2024 by Elizabeth
They need a receptionist.
Quest has no front desk staff for check in and instead has a self-check kiosk. I had an issue that the staff was able to resolve immediately when I was able to find a human.
I had been sitting for 50 minutes in the waiting room because the kiosk that I had checked in with was overridden by a glitch with the website- apparently the two systems don’t get along. I finally went into the back and found a phlebotomist who fixed it right away and did my blood draws. The phlebotomy staff should not have to be interrupted by patients like me and asked to resolve administrative issues.
The staff is great- just be aware that the electronic check in is problematic.
-
July 2024 by Blanca Castellon
When I go I always make an appointment on their app. Show up on time and there shouldn’t be a problem. Nice people working here. But they should have a receptionist in the front because other people might have questions. Overall it’s a clean place and easy to check in on the tablet.
-
May 2024 by John Beltz
easy! book on line, arrive on time. friendly and efficient care
-
March 2024 by Ivar Kljavin
Staff are well trained and electronic checkin a significant improvement.
-
November 2023 by Eva Tuschman
They are woefully understaffed and have no customer service. Their one rotating phlebotomist is always overworked and stressed which negatively impacts the patient experience. As I waited for my draw, I witnessed more than one person, including elderly people, leave as there was no one to answer their questions or help them check in. Cutting corners financially will have patients going elsewhere, which is what I will do for blood work from now on.
-
September 2023 by Kerri R.
The women who work here are consistently RUDE. Not sure why but this is the vibe. They take care on their jobs but have no customer service skills. There is never anyone to help at the front, I think that position disappeared during Covid so the lab technicians are doing double duty. Quest clearly doesn't want to pay someone to handle incoming patients. Hence the rudeness and impatience when someone out front needs help or to drop off a specimen. Everyone pays when a business cuts corners.
-
January 2023 by Donia Cervantes
Waited 8 minutes to get through the first message options just to be put through To another automated message when finally able to leave a message it says mailbox is full! HORRIBLE IDEA TO ONLY DO APPOINTMENTS!! People need same day testing you already take 10 days to just result add another week to that and patient safety is now on the line! What are you guys thinking?! Ridiculous … stuck using you because I have partnership
-
November 2022 by Greg L.
They are very unorganized and so slow. Desperate need of more trained staff. Don't even think about being a walk in as they don't care what so ever about you. You will sit there for hours like I did. Regardless of how long you've been waiting, you will never come before an appointment....ever! Why even allow walk-ins if your never going to help them. Since Covid this company has gone down hill fast and I hope they permanently close their doors soon. Wish I could give no stars!!!!!!!
-
August 2022 by Joel Chiara
By appointment only... Good luck, getting an appointment to fit your schedule. Technician, was quite condescending when advising of this policy.
-
July 2022 by Megan T.
I have mixed feelings about Quest Sonoma. First of all, I have always been treated very well by the people who work there. Professional, respectful and courteous. Especially one young woman (who I unfortunately don't remember the name of) who went out of her way to help me when my doctor failed to send the lab request that she was supposed to. She was so kind and helpful and I am so grateful to her! Making an appointment ahead of time is definitely the way to go, and the system to do this is always very simple and has always worked very well for me. However, this office has cut the hours drastically to only a few hours in the morning, making it much harder to get in. Now, the negative. Quest has recently switched to a new billing company, MyDocBill. They recently sent me a bill for several hundred dollars for visits from well over a year ago. I contacted them to find out why I was just now getting billed for these alleged visits. I never got a response back. I tried again and still nothing. I ultimately tried numerous times to contact them to get some answers and they never even had the courtesy to respond! I looked this company up online and there are MANY posts saying that they are a scam and are billing for fraudulent charges. Not sure what to believe, but that's not very confidence inspiring at all! I also just found out that Quest has had to pay out enormous sums of money to settle lawsuits for fraudulent Medicare/Medicaid charges. None of this is ok! Ultimately, this is a pretty good lab and very conveniently located. However, be sure you double check your charges to make sure they are accurate!
-
April 2022 by Araceli M.
Booked an appointment online successfully for my mother. I like the fact that they have online booking. Two days ago I get a text message and email that the appointment is cancelled. Closed for a few days for maintenance. Okay, understandable, re-scheduled appointment. And now two days later (one day before the original appointment that was cancelled) I get a text to remind me of the original appointment. So confusing! Tried to call the office to speak to someone but that's not an option. Checked online to "view" the appointment and it appears to be in their books. So now we have to re-arrange our day bc we prefer to have the appointment soon. Hopefully it's not closed as they said they were. It would be nice to get a clarification message or be able to speak to someone.
-
January 2022 by Christy
Very poor communication!!!!!!!!!!!!!!!
-
January 2022 by Kathleen H.
I made an appointment one month ago. Three days ago I got an email confirmation reminder. Arrived 10 min. early to a locked office. Waited 20 min. Still nothing. Apparently Quest labs are understaffed due to Covid so the Sonoma tech is only there for four hours in the morning. There are no afternoon appointments. The morning tech goes to a different lab for the afternoon. Unfortunately, my app't was for the afternoon. Something is seriously wrong if Quest can't sent emails canceling afternoon appointments instead of sending appointment confirmation reminders for afternoon times that don't exist. Took the afternoon off work for nothing and spent $10 in gas/wasted money.
-
December 2021 by Arthur Perkins
It seems as though the concept of customer service and communication are foreign to the staff and management. I came in to get some lab work done as usual only to be told that I needed an appointment. Once I got home I made an appointment and it was confirmed. The day before of my appointment I received an automated call informing me that they were cancelling my appointment. I then made another appointment and arrived on time only to find a crudely written sign stating that the office was closed to an emergency.I have since been informed that the reason for this mess is because the hospital pays much more and the staff at quest would rather work where they are better paid.Quest diagnostics is introducing new products and initiatives to. Increase the market for their products by marketing directly to consumers It's an exciting time for this company. However, if they can't run a small location in a medium sized town like Sonoma they are destined to fail. Now that they have identified direct consumers as a revenue source they need to treat them as important customers.Pay your employees a better wage, treat the people who come to use your services as valued customers and improve your communication and customer service.Excellent customer service doesn't cost - it pays.
