On July 20, 2015 I went to the Quest website to make a 7:30am appointment for July 27th. While in the process I also created an account in hopes that it might help in case there was a problem. The system told me my appointment was set, I never jotted down a confirmation number because i expected to receive an email or for the service center to have a list of all people with appointments. I did get two emails, one an email confirmation, and the other thanking me for creating an account.
On 7/27 I went to the patient service center and arrived at 7:20am, ten minutes before opening. There were three people already there and one more that arrived after me. The employee that opened screeched into the parking lot at 7:35am and opened the door. Once we were inside and signed in she asked us to raise our hands if we had an appointment. Thinking I had an appointment, I raised mine. She then asked for confirmation numbers, I explained to her I did not have it. She took in the two people who produced those numbers. When she came out to call the next person, the woman who was there with me became irate because she said she had an appointment and didn't have a confirmation number. I told the employee to just take her next because she was upset and argumentative and she was holding everyone up. She took in the irate woman. In the mean time more people begun arriving and another employee showed up. They continued to call people but skipped over me. It was close to 8:30am when the original employee I dealt with came out and was going to take someone with an appointment for after 8am. I asked her what was going on that I wasn't being called when I told her I made an appointment for 7:30am. She told me since I had no confirmation number I had to wait. I offered to show her the emails from 7/20 when I created an account and made my appointment, she wasn't interested in anything but a confirmation number. I told her I have the emails from the 20th when I created an account and told her that I created the account while making the appointment. She then told me that there's many reasons why people create accounts, not necessarily for appointments and that she knows for sure that I didn't have one. I then reminded her that the irate woman I let go in front of me so she would calm down did not have a confirmation number and she was seen. She then told me that I let the irate woman take my spot and I'd have to wait. I couldn't believe that my letting an irate, combative customer go first in order to make her job easier and move things along would wind up penalizing me with an infinite wait. At that point after waiting almost an hour with no hopes of getting seen, I left. I had to wind up going elsewhere to get my blood work. If I would have been seen at 7:30am, I would have made it to work in time, instead I have to burn vacation time because of your employees incompetence and total disrespect.
This particular Quest PSC is terrible. Appointment or not expect to wait an hour at the least. The techs seem to have no ability to think on their own, they just keep trying to follow their very flawed policy without daring to apply any come sense and reason. I suggest you go anywhere else but here unless you have an entire day to burn. Every time I think the service can't get any worse, it somehow manages to disappoint even more. read more
