I went in for routine bloodwork. The woman called my name and took me back without a word. She then proceeded to tell me that I have a $300+ balance on my account. I told her that I'm disputing the amount because Quest didn't alert me to the fact that the claim was denied by insurance until a year after service. In addition, it turns out Quest has been billing insurance that isn't what they have for me on record. She huffed and said in a nasty tone, "what do you mean you're disputing it?" and I told her AGAIN how the error is because of Quest not billing correctly and that I've been in contact with billing. She wouldn't budge so I made it clear that I would pay the co-pay due that day. Her attitude got even worse after that conversation. Another woman came in to draw the blood and she was actually moderately pleasant. When she finished, she told me I needed to give a urine sample and told me where the restroom was. I turned right when I should have turned left, and the first woman literally yelled at me, "wrong way!" What is wrong with these people? Quest needs to take a look at their lack of customer service. read more

they waste your time; Sat for more than 20 minutes, can hear staff in the back and not one person came to the waiting go area to help those who are checked in.... this is with an appointment scheduled. read more

I took my mom over the weekend there. There was a phlebotomist having uncontrollable muscle movements. My mom was scared but we decided to give her a chance to draw her blood. I regret it, mom mom has a huge hematoma now. Why is this person even allowed to handle needles, when she can't control the movement of her arms and legs? I feel very sorry for her, but I don't think she should be allowed to handle needles on people. read more

Quest Diagnostics - Hematoma - Laboratory Testing Near Me - Frederick, Maryland

I recently decided to get a COVID-19 antibody test (COVID-19 Immune Response test). Most importantly, I wanted a COVID-19 antibody test with extremely high accuracy and high specificity, and thus, I chose Quest Diagnositics b/c they offer the Abbott IGG COVID-19 antibody test, which, at this point in time, is the most accurate and specific antibody test available. So, I went online to the Quest Direct/My Quest (MyQuest) website, and ordered and prepaid the test, with an appointment to visit this Quest clinic for the test later on the same day. BTW, Quest's server has major software problems in the new account setup process, in the step where you enter a password, and it took me 3 hours to finally get it to accept a password -- major software programming errors! I arrived at the clinic 11 minutes early for my appointment, had no problems checking in using the automated check-in device at the front desk, and was taken into the back to one of the blood collection rooms by a friendly and competent technician 6 minutes later, still several minutes prior to my actual appointment time. So far so good! I was seated at a blood collection chair, and the tech told me that she would be able to to label the blood vial and draw a blood sample from my arm within a few seconds. Well, the few seconds turned into a couple of minutes, because the Quest patient information computer system kept crashing on her after she'd brought up my account (she and other techs later advised me that this happens on about 50% of client visits, and results in massive delays in collecting samples each day, and that this problem with the computer system crashing has been going on for many months, and that Quest is unable to fix the problem). This was kinda sad, as well as annoying. Then, it got even weirder. The tech asked me to spell out my full name for her, and to also tell her verbally my date of birth and some other rather private identifying information. I was alarmed, b/c the MyQuest website, and also the HIPAA-required patient privacy information signs in the lobby and on the wall of the collection room, had claimed that in order to ensure maximum patiend privacy and confidentiality, I would NEVER be asked to share any such information verbally with any techs! So, I asked the tech why she needed this information, since all of it was already stored in the Quest computer system in my account. With tears of sheer frustration in her eyes, she explained that she needed my full name and DOB to be able to write it on the blood collection tube, and she agreed that while it was true that their computer system held this info in my account, the computer system had already crashed and kicked her out of my account 7 times in the past six minutes, and so she needed me to verbally give her the private identifying information so that she could write it on the tube. I then reluctantly shared the private information with her. BTW, over the next few minutes, I heard techs in two other nearby collection rooms asking their patients for the same info, and heard them explaining about the Quest computer system problems to their patients as well. They all sounded extremely frustrated. In short order, I was able to leave, but not without first hearing yet another Quest tech apologizing to her patient about the same computer problem. Very sad! The next morning, at 1:08 AM (I get up at 1 AM to start my day each day...), I received an email from Quest Direct telling me that my test results were now available on their website. I clicked on the link in the email, logged into my Quest Direct/MyQuest website, and found that the results were NOT available. Worse, the button on the Results page called something like "Request missing results" would not work for me because the COVID-19 Immune Response test is considered to be a special test, and the page would therefore not allow me to submit a request. I then tried using the "Contact Quest about Problems" page/form on their website, but it would not allow me to submit my Tech Support request due to website software problems: I then tried submiting the report using three other browsers, in case the problem was due to browser issues, but with zero success. I finally found an email address for Customer Service, and sent an email asking for the lost results to be posted to my account. I NEVER got a reply to my email, but results suddenly appeared on my Results page 6 days later. By that time, I already had a PDF file on hand from Quest with my results, b/c I had taken 57 minutes out of my life a couple of days earlier to call Quest's Client Service phone line, put up with a 35+ minute wait in a phone queue, and then finally spoke with a customer service rep who, after I had proven my identity, had agreed to email me the results in a PDF file. Sadly, it had cost me an hour of my time! Bottom line: Quest badly needs to fire their CTO (Chief Technology Officer) and get a competent IS/IT team in place! read more

Borderline abusive staff. Appointment was for 10:10, forced to wait 30 minutes. Was sent back to a room at 10:40 and kicked out for a walk in pregnant lady when I'm also pregnant, they prioritized her care over mine. Get back to the room and I'm stuck 4 times on each arm by the older lady, she left the needle in my arm when she left the room to get help because she could not draw my blood. The young lady got my blood right away. The older lady got in my face and yelled at me about drinking water even though I was told to fast. She got me and said he other patient up several times and was confused the entire time. I started crying because she stuck me so many times and then touched my hand even though I told her to leave me alone. As I'm leaving the place while crying she announces to everyone in the lobby that "she's ok". I will never go back to this location again. I'll go to lab corp. read more

Came in for a job drug screening I sat in there for over 20 mins people who came in after me had already left. The receptionist at the front desk had to do it. Thanks to her!!! Very unprofessional place. I wouldn't recommend at all and it wasn't packed. read more

I made an appointment for a COVID-19 test online for my son and I for travel. I went through the whole process for a no cost PCR test (the website specifically stated no cost with insurance many times), and I provided all my health and insurance information. This process took about 30 minutes and I received a confirmation email about the test. It all seemed good to go. When I got to the testing site a nurse took me back and said she couldn't find me in the system. When I assured her I have an appointment, she told me that after booking an appointment I need to go to an entirely different website to order the COVID test. Apparently by making an appointment, you are not actually booking a test. This was NEVER mentioned in any of the emails I received from Quest, and on top of that this other website says that all tests are $120 out of pocket insurance not covered. The nurse was also very rude and informed me that it was not her problem and did not offer to help. Needless to say I'm going to go out of my way to never use Quest again. read more

Quest Diagnostics - Laboratory Testing Near Me - Frederick, Maryland

It is a very efficient place, just make your online appt , check in on your phone!, put everything online, show up for appt and they are always fast and efficient! 2/3 employees are very good at taking blood and no pain at all! Lately a bit of frustration from employees is notable! I ask quest treat their employees with more respect and I think your reviews will go up! I am loyal to this place! read more

A new low! I went for standard lab work yesterday, appointment at noon. As I need my lab done monthly, I frequently get significant bruising and pain, so I have been asking for a butterfly needle. No problem, until yesterday. They were so rude! I was told I could not get a butterfly needle as it's more expensive, and those needles are only used on children. When I told the technician that I frequently have bruising and pain, she told me she does not believe that!! Seriously! Calling me a liar! She then stood up and said she was not going to draw my blood and called someone else. When she left she said I had a vein that was as big as her pinkie! Someone needs to evaluate this place as the level of service and rudeness is simply stunning! I'm not going back there ever again! read more

Aspen Ridge/TJ location. Newer facility. Usually short wait. Techs have been getting increasingly better and more gentle over the last couple of years, though I would love to be able to request certain employees. I will say, that on my last visit the techs seemed a bit rushed, as if under more corporate pressure for speed. Also new was a TV monitor on the wall (too loud for me) and a tablet check-in which can be difficult for seniors to use. read more

I arrived with paper work, on time for my appointment to a health screening done so I can save on my health Insurance. A man took me back and said he could not find me in the system and I was turned away. There was no point in telling him I knew the appointment was just a formality- not necessary to have the screening done, but he was the only one there. I would have no one on my side. He kicked back in the chair at the front desk and told me I had to call the number on the paper at 8am. I lost time at work, I had fasted, had no coffee, had a rough week so I was apprehensive for the BP reading and just wanted to get it done. All that for nothing. I found out later my co-workers went to the Toll House Rd location and were seen with no problem. read more

Super fast service in and out less than 10 minutes. Check in was straight forward. Would definitely go back.

Upon making an online appointment earlier in the week for a 9 am Saturday morning glucose test to assess gestational diabetes, I arrived in a crowded waiting room with about 15 others. I waited for 50 minutes as people's names were called - except mine. Finally at 9:50, the employee asked for a 9:15 appointment and I approached the desk and stated I had a 9 am slot and was still waiting. She said I didn't have an appointment and I said I would show her the email confirmation. Then she said that someone crossed my name off as being served on their appointment printout. I was told to go to room 2 without an apology of any kind or any sort of customer service and rudely handed an orange bottle and told "drink this" before the employee swiftly left the room. I drank the drink and now am waiting an hour in the same waiting room until I can do the rest of the test. My compliant is operations at Quest. No receptionist exists to triage incoming patients. I could have been given the drink when I arrived and then be finished in one hour. Yet, because the techs are also the receptionists, no triage of patients occurs and the techs have no idea about what services people need. This approach makes Quest seem like they care more about profits and turnover than prioritizing appointments or appreciating patients. This experience is the second negative outcome of attending a Quest. If you can avoid the hassle and blatant disregard for customer service, go somewhere else. read more

This was the WORST experience I have had at a diagnostics lab. I'm starting a new job on 11/30 and I needed to have a drug test. Never was it mentioned once beforehand the amount of urine I needed to give, but that's a small complaint at this point. The technician, Bharti Patel (not quite sure of the spelling) was absolutely the most rude, unfriendly person I have ever encountered. My appt was at 11AM on 11/19. Ms. Patel was a nightmare. She didn't even call my name when I was in reception. She came out and just stared at me, with her unfriendly face. I assumed she was looking for me, so I got up and said hi. No reply - just a stone face. I followed her back, where I was instructed regarding the urine sample. I gave the sample, but was told that it was not enough. Ms. Patel was quite rude for the entire process. She flushed the urine that was inadequate, mumbled "cup of water" and left me alone for 45 minutes. Finally, I was able to give the "proper" amount of urine, but the whole experience was outrageous. I think Ms. Patel needs a new line of work, preferably one where she doesn't have to actually deal with people. read more

So i don't have that much of an issue with there being no one in the reception. After being through the drill, and the signs have gotten better - i can sign myself in. All labs now want to be paid up front based on an "estimate" of your insurance coverage. And - no worries, if they're wrong they will just charge your card again. I am not a subscriber to my insurance is my problem attitude. I'm a Network Engineer, I know how to help my customers pay me. The estimate, is they're responsibility - better yet - file it and I will pay the amount owed - always do. Just one time. I went elsewhere - apparently thats policy now. read more

The good thing was I was seen within minutes even without an appt.But the technician wasn't friendly.No smiles.It was actually the only time it hurt when the blood was drawn. read more

No designated receptionist here, which is bad customer service. Employees are cranky and unprofessional and do not explain things properly. Technician did not know how to take blood properly, either. read more

Incredibly rude. Maybe they're all just northerners, I don't know. If I hated my job as much as Quest employees seem to, I would quit.