Poor customer service and lack of employee support. I had an urgent issue after being seen and could not communicate with anyone directly. After a few minutes of knocking on the door, no one came. I banged on the door with my foot to make a loud sound and finally a woman answered and was rude and verbally abusive. She completely dismissed my complaints with no apology and more verbal abuse. Restrooms not maintained due to lack of staff. There was a plastic collection container with dried urine still in the toilet blocking the opening. No way to communicate directly with staff due to closed and locked door and no customer service window. Logging in is via tablets only. read more

I came to the Quest Pasadena today, it was an unethical and unprofessional policy that Quest have in treating their patients/ customers. I practice in health field, I see patients run late, doctors run late, nurses run late, procedure might take varied time. Circumstance arises but in health field, a 10 minute policy is unethical to turn customer/ patient away especially when it is not easy to make appointments with work/ life schedules. A blood drawn is key to diagnosis & a person well being, yet a 10 minutes is what that can cause someone to have a day or more delay in the information of their health. I don't blame the staff today, I think the system needs to review their operation, they shouldn't overbook people that causes auto cancellation so quickly or they should add an additional staff to allow a flexible time frame to allow patients to have their needed labs drawn if circumstances are to arise. I came 10-11 minutes late for my 1130 am appointment, I was told I could wait. Yet they have at least one no show and one cancellation, yet they couldn't allow me to have my blood drawn. Another guy who showed for his appointment ahead of time and was cancelled at the end because they didn't sound his name and had the spelling incorrectly. During my wait of 1 hour, the first staff stated the 10 minutes rule policy but said I could still wait. Another staff later announced something else different, "we don't take any walk in after 1130". I stood up and said that was contradictory. Two more staff came later to speak to me, yet the time they took to explain the policy, they could have me come in for a blood drawn. I fasted 12 hours and explained to the staff- circumstances happened, what if I had a car accident, what If I was old and transportation person was late, what if the road is wet.... I used Labcorp previously and few other labs depending on my doctor's preference, but they don't simply stick to the rule and not allow you to come In especially it has only been under 15 minutes. They would accommodate and only turn people that shows half an hour prior to close time and they would allow people to take the no show slot. Patient could wait for a long time yet if Quest service runs behind, it's fine?! read more

This Quest location was easy to find. If you head northbound on Fair Oaks Ave, you will make a left on Bellefontaine. The building is located on the first floor next to a pharmacy on the left. The parking structure is located on the right. Parking is free for 20 mins at the parking structure. Make sure you make an appointment in advance to avoid a possible 1 hour wait. They are usually very busy through out the day. My appointment today was a 7:15 am and it was easy to check in and the lady at the front was nicer than most Quest locations. My phlebotomist is Thuy. She was super friendly even at 7 am. I am never a needle person and have to admit that I have a low tolerance for pain. Yes it did hurt when she inserted the needle. I was almost sure I was going o see a bruise later. Surprisely, she left no bruise. I can't even tell where she drew the blood. I was so impressed with her service that I had to write a review for her. Overall Thuy was very friendly and professional. I really enjoyed my visit at this location and plan to come back next time. read more

Had a great experience. It was my first visit and I snagged a last minute appt. I was seen immediately and Rigo was great!

Terrible. Everything is automated. I've been waiting for over an hour now with an appointment and they just took someone without an appointment because they were complaining too much. I would never come here again. read more

I rarely write reviews, but I was super disappointed with my experience here. TLDR: avoid this location and book at Glendale instead. I went to this location 3 separate times because they failed to draw blood each time. I'm not sure if the staff are insufficiently trained or inexperienced, but I had ~4 different phlebotomists try to draw blood and none could. I drank plenty of water, used heating packs, and they tried 5 different locations (inside of elbows, wrists, top of hand), and i was just left bruised with no blood drawn. They also used the same needle for multiple pokes which isn't safe. After I waited a couple weeks, I booked at Glendale instead and they got blood on the first try. Some of the staff here were also rude during my appointments, but I could put up with that as long as I get my blood drawn. I also understand that they're super busy, but after having a seamless experience elsewhere I figured it was an issue with this location. read more

Early December Late morning visit with an appointment NOTE: Once again, I'm writing this review on behalf of a patient who wants to remain anonymous (they'll have more contact with this center and don't want any problems). Covid-19 is life-threatening. So why was this Quest office so DIRTY? Most offices have someone assigned to spritz and wipe at regular intervals for safety. Not Quest! The waiting room was so-so, the clinical room was tolerable, but the bathroom was disgusting (a serious problem if you have to give a urine sample). I would have left, but I have serious health issues that needed testing immediately. If, like me, you must enter this place, cover yourself in all the PPE you can find. Note to Quest Corporate: Kindly skip your boilerplate "We apologize IF this was your experience" response. It was indeed my experience. Just clean the premises, thank you. read more

This review is for Ponce the Awesome Phlebotomist! Every three months, I get my blood drawn in my doctor's office from my regular phlebotomist. However, she was out sick that day and so they another female phlebotomist from Quest Diagnostics Lab come up and cover for the day. In the beginning, she was nice and friendly, but once we got down to drawing my blood, I was so utterly disappointed. The lady cannot draw my blood properly! After getting poked in three separate areas (one vein in each hand [with butterfly needles] and one vein near my right elbow [with a regular, big needle]), I was getting fed up, especially, since I had been fasting all morning. To make it worst, I was getting nervous and my both my arms were literally sweating on the table! I do, however, appreciated that she was sincerely apologetic for not being able to draw out my blood. My doctor came in afterwards and also sincerely apologize, and offered me two solutions: 1. They will apply a warm compress to my vein and try again, or 2. Send me downstairs to Quest Diagnostic Lab to get my blood drawn there. Not wanting to risk my veins collapsing or bruising any further, I opted for the latter. Thank goodness, no bruising from all three punctures! My doctor's nurse escorted me downstairs to Quest Diagnostics Lab since I had never been there before, and they are right across from the pharmacy. Once I got in, she went back to work and I was checking myself in on their automated, computer sign in sheet. The front desk staff made a quick copy of my insurance card and within 5mins later, Ponce the phlebotomist called me in to draw my blood. This guy is DEFINITELY.THE.MAN.! Not only is he friendly, caring and efficient, he drew my blood with the greatest of ease, and on the first shot (pun intended)! I told him what had happened upstairs, and he was flabbergasted that I should've had butterfly needles done on all three veins. After inspecting both my arms, he went with the left side where my regular phlebotomist takes it from. While drawing my blood, we chatted about Vietnamese, Japanese and Russian languages as well as making sure to keep fully hydrated before drawing blood, and I felt relaxed and comfortable with him. He even had classical music playing and the last song matched up with the ending when he pulled out the needle, almost like a plot in the movie being played, lol! Afterwards, he gave me a plastic cup to pee in along with three sanitary wipes (1 soapy one to cleanse and 2 to cleanse afterwards). I was done within 30mins. Overall, I would definitely request for Ponce should I ever have to come back down here. He made my 4th poke enjoyable and much, much, more bearable. Thanks again, Ponce, you rock!!! read more

Quest Diagnostics - Ponce did a great job drawing blood out of my left arm! No bruising since Saturday, 09.28.18. Thanks again, Ponce, you rock!!! - Laboratory Testing Near Me - Pasadena, California

That annual physical wasn't fun! Please don't ask me what they did. With age comes some minor tune ups and test just like car maintenance. I needed some blood work done and I made an appointment for a Saturday morning. It's easy as going on Quest Diagnostics website and checking for locations and the type of test they perform. They do take walk ins but it's best to get priority by making an appointment. I can only guess this place is very busy during the week. Saturday mornings at this location are great. It's empty with very little people waiting. I came early, signed in, and waited a few minutes. The phlebotomist was very professional. He found my arm vein real quick and drew blood perfectly. No second tries or hits and misses. Left a tiny bruise which is nothing. I've had my blood drawn at other locations and it looked like someone punched me hours later. I'd come here again for my next set of test in the future. Don't forget to fast 12hrs for blood work! read more

Quest Diagnostics - Great job drawing blood unlike some places where they leave a huge bruise. - Laboratory Testing Near Me - Pasadena, California

probably the most painless, streamlined experience I have had. I was nervous because of all the bad reviews but you've gotta remember that people rarely write reviews when their experience is unremarkable. they do not take walk ins and there is no front desk. I booked online because the app wasn't working (super easy and no need to make an account). calling is useless; you won't be able to talk to anyone. when I got there, I clicked a link in the text they sent to say I was there, not 5 minutes later someone called my name. the tech was professional and nice; a man of few words. he drew my blood very smoothly; I hardly felt a thing and it was over before I knew it. read more

Do not go with kids. Zero empathy. Go to a different location. Everyone is just rude. Can't ask questions either. No desk staffed with anyone who could help. If you can't use the computer to check in (have the correct data entered, etc.), you're out of luck. Everything else aside though, just underlining one more time how unfriendly everyone is and if you're going with a baby or child, you'll be in for a rude awakening. No wonder no one is wearing name tags (so you can't call them out afterwards). read more

The only reason that i"m giving the Quest Diagnostics in So Pasadena at 50 Bellefontaine St is because of the Phlebotomist that took my blood!!! was very good at their job, was finished before I was told all done. Phlebotomist was knowledgeable , professional. It was very evident that they are all under pressure to get you out as soon as possible ONCE you finally get into the room. They have so much to do entering the all the info from the order and all the things that need to be done during your visit. I will never go to this location again. When I made the appt I looked online for a closer lab, I always go to the Lab in the 612 bldg on Duarte Rd in Arcada which is 95% better. They have someone at the front desk to assist,an a FULL staff of Phlebotomists and never feel this bad atmosphere. I did have an appt and only had to wait 20 min. not bad but very disappointed with the management of treatment of the pressured staff. Room full of patients clearly not enough staff to handle the crowd. What is Quest doing, certainly not looking at their performance on Yelp which on the avg is Poor. I've had experience in the business and could tell very Quickly they run this Lab for profit only and not about their employees or their patients. I could go on forever with all the cracks I saw in my brief visit. read more

They have absolutely no live personnel in the waiting area. While relying on technology for self- check in is the trend, there should be accesible personnel to help answer questions and assist those who are not tech savvy or tech knowledgeable, or to simply answer questions. The staff all hide behind the closed door. The lines are way to long, the appointment scheduling model they use is not for those who want to be in -and- out within a reasonable time. I will not go to Quest again. read more

Horrible. I was 11 minutes late and they canceled my appointment. You can't even talk to someone because you check in on an iPad. I've never experienced something like this in my life. Things happen in life sometimes you are a little late. Every other medical office it's no big deal, you just have to wait a bit longer. Not this place. Ruined my whole day. I had to take time off work to come here. read more

My physician requested a blood draw ASAP so I wasn't able to make an appointment. I arrived at 1:20, signed in and was told via the sign-in screen that my wait time would be 65 minutes. I have now been waiting for 2 hours and 25 minutes! I fully understand those with an appointment have priority but I would think they could find a way to more accurately estimate wait times. So frustrating! read more

Horrible service. Staff was rude and unhelpful. Scheduling difficulties. Wait time for over 2 hours!!!!!! Worse office ever.

Do not go to this branch. They opened at 6:30 am and I was here at 7:00 am as a walk in and they're already saying that walk ins are no guarantee to be seen. I still waited though, they took my blood by 8:30 am. There's an old lady staff here who is super rude. She will just call your name once, and if you don't answer right away, she'll remove your name from the list. Even her co workers were shocked with her action and attitude. Good thing the other staffs are nice enough to put that patient back on the list. The patient is not even late, she was about to stand up from her seat, but the rude lady has no patience. I'm giving 2 stars because of the nice workers but if not for them, I'll only put 1 star or even zero star if there is. Pasadena is a nice, decent place so I expected a lot from this branch, but they're worst than a dtla branch. The dtla branch are much much more better in service. read more

The reason I thought to leave a review it was because my experience was much different than most of the reviews seen here. I had five star experience. The check in was seamless at the kiosk. Destiny was the woman who drew my blood and she was so kind, quick, and gentle. She was very friendly and made my experience delightful. Thanks again. read more

Quest in their quest to make profits have introduced a new computer check in system. So guess who suffers the most? The elderly and non tech savvy people. Another factor is that you need a appointment to get seen or wait a long time to get seen. Even with a appointment I'm still 8th person in line. My appointment times is 1:50pm (time as of this review is 1:55 pm and they are still 8 people in front of me. Can't blame the staff just the stupid management of Quest Diagnostics. read more

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I am so shocked at all the bad reviews! My experience at this location is always phenomenal. I get my blood drawn once every 6 weeks due to a health condition so I'm here quite often! I always specifically request Lucy, because not only does she do a phenomenal job taking my blood, she makes the whole experience a pleasure. She's so kind, knowledgeable, and painless. If it wasn't for her, I would go to the location closer to my house. If you're terrified of needles, want a good conversation and friendly phlebotomist, request Lucy! She's great! read more

The service in the back was the worst my staff has ever seen. We take clients there multiple times a week from a drug and alcohol treatment center in Pasadena. The staff named LUCIA an older woman was very rude to my client. He said she was rolling her eyes when asking questions and the tone she used was unnecessary. She also was very aggressive when taking his arm to draw blood. They also observed her being rude to an elderly woman and refusing to help with paperwork. My staff had to get up and assist the elderly woman with the paperwork. She was very rude and must not like her job but should not be employed in healthcare and the keyword is healthCARE. We will no longer be using this office for our clients that go about 50+ times a month. read more

The tech that drew blood was the most unskilled tech and was in a huge rush and not careful at all. Not only was it the most painful experience I've ever had getting blood drawn, but the bruise that she left behind is still there 2 weeks later. Go elsewhere, anywhere, for your diagnostic services. Horrible experience. read more

If it were possible I would leave zero or negative stars. I literally waited over two hours. I went to leave a urine sample because of the possibility of a UTI. My bladder was full and I literally had to beg the attendant for a cup because I was so uncomfortable. She was so rude unnecessarily. I understand that I did not have an appointment and am a walk in but there was no need for me to be treated poorly. On the door it is says walk ins welcomed but honestly do not go here without an appointment they are the worst and I would say avoid this office all together. I might call to complain to my insurance. I will not go to any quest diagnostics again. read more

This company is messed up big time. They have become a monopoly in my area so apparently they no longer feel the need for ANY "customer service". Here is a sample of the problems I predict you will eventually encounter with them. You will not find any office person at any of their locations to help you (there is literally no office - just a waiting room and a closed/locked door). If you have questions or need assistance, try chatting with an IPad bot which functions like a Catch 22 loop of cruelty. FYI - the phlebotomists are not there for questions and don't want to deal with you other than to draw your blood. It is obvious the employees are not happy with their company because they know it is too cheap to hire office help, and you, as a patient, will experience and share their anger one way or another. If you have a lab specimen you need kept frozen - they will be sure to make you wait hours before they are willing to deal with your now thawed and now damaged, specimen. The billing department will claim they emailed you the bill - but instead send you endless advertisements - that you already checked a box online not to receive...but your bill will never arrive by email. If you want your bill mailed to you, good luck with that. There is no way to set that up in their online system. You can try to "chat with a bot" - which I guarantee will not logically answer any of your typed questions. Your only last ditch choice is to call them and waste 3-4 hours in an endless loop of numbers with insane wait times, eventually reaching only people who can't help with "that" (setting up a permanent request for bills by mail is not possible). So good luck getting the bill. Perhaps Collections is their other business partner? 'Why', you might ask, don't I just 'pay online'? After all the bad experiences I've had with this corporation over several years time, I don't know why any sane person would trust this company to keep their banking or any other credit info safe from hackers? A big Nope! They've shown their business protocol is probably all about funneling money into some executives pocket, but no reinvestment into patient care or service so why would I expect them to spend anything to protect my data? Especially when their interface is all digital, but it is so poorly designed that it doesn't even function properly? Quest Diagnostics is the worst heath care related mega corp monopoly I've ever had the misfortune of dealing with. They don't value customer service. I will do everything in my power never to return. read more

Excellent care! The front desk receptionist guy was nice and the phlebotomist was had excellent skills too and left no major bruising. I would come back to this quest for more tests. read more

They can't do their job. Worst phlebotomist I ever went to!!!!! Forgot half of my tubes. Took two people to poke me 5 times with butterfly, LIKE bitch I do it myself. Thanks for making my arms look like sh#$% Go fuck yourself!!! read more

Quest Diagnostics - Laboratory Testing Near Me - Pasadena, California

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Kind of a mess. The waitlist system needs some serious figuring out. There's no reception area, just iPads. I checked in at 1:30 as a walk-in to get blood drawn (the iPad telling me the wait was 38 minutes) and two hours later hadn't been called. I caught an employee and asked what the deal was and they said I'd already been called and removed from the system - but I hadn't, I had been sitting right there in the waiting room the whole time. They said I'd be up soon then... but an hour and half later they still hadn't called me. Finally at 5pm when they were locking the doors and I was the only person left they took me back where they drew my blood which took 5 minutes. read more

So slow. Multiple people with lost appointments. 45+ minute wait to just drop off a sample. People turned away except for a "Karen". They saw her qw en with a missing appointment. No personal interaction possible as you check in on a kiosk and then sit in a locked waiting room. I hope they don't lose all my samples and I have to do this again. read more

Awful. The location is always short staffed and the employees are rude. They routinely run hours behind, even when you have an appointment. I saw them make a woman wait hours to drop off a stool sample (it was in a bag! Was it even still good?) and refuse to give an estimate of how far behind schedule they were to another woman with a baby. They also told me I needed to fast for a test that I didn't need to fast for. When you (inevitably) have to reschedule, Quest's system remembers nothing and you have to manually reenter all your info. read more

I had some blood tests for tyroid,pregnancy diabetes,etc at this quest. everytime when i come this place,Everyone is so kind and wait time is less than 5 min. and when i had to wait 1hour for the glucose test, they gave me a private room so i could wait alone ,very comfortable. read more

This place is horrendous. Do yourself a favor and go to the Quest on Madison instead. They don't even have a person to help/ front desk. The front desk is manned by a kiosk. There was no AC, and they are terribly understaffed. Waited 1.5 hours and there was 3 people ahead of me when I arrived. Do they seriously only have 1 person working at a time or what? If I could, I'd give them zero stars. Making patients (especially elderly persons), wait in the hottest waiting room. People left because they felt faint. Ridiculous. read more

This facility is nice and clean. The check-in process goes very smoothly, since you check-in on an iPad, they call you up to verify your information, and then the lab technician calls you back. They are very patient here, and kind. I think this is important when dealing with a medical facility. The phlebotomist Sima was awesome! She found in my vain right away and did not have to probe a bunch of times, as people have done in the past. Everything runs very smoothly. This was my third time here and I would give it five stars for each visit! read more

Lucy the nurse was great. that's why i'm giving the 3 stars. however Benjamin at the front desk was just awful. Rude and just looks at you almost like you are actually there to bother him. I even greeted him with A Good morning. Terrible manner to have when he's the first person you see when walking in. Makes the whole waiting room just have tension because of his mood. I hope Benjamin has better days then today. read more

I was only able to get a 1:00pm appt and then I realized I had to fast 8 hours before the appt, so I decided I would walk in once they opened instead. I got there at 7:05am and checked in as a walk in but it linked that check in to my appt at 1:00pm which I hadn't cancelled yet in case I would have gotten there and there was too much of a wait time which there wasn't, there were only 4 people sitting there at the time I walked in. I cancelled my appt for 1:10pm after that but then I realized my name was not on the stand by list but instead under the check in list. I wish someone was there and you can ask them questions but no one is there, so I had to wait for a phlebotomist to come out. I asked Lucy once she came out and called out a patients name, if she can check if I was down as a walk in or I only checked in for my 1:00pm appt because I didn't want to be waiting thinking I was on the stand by list and have to wait until 1:00pm. She sighed so hard when I asked and said I don't know you have to wait. I said I know I have to wait but I don't want to wait for 1:10pm for no reason I would rather come back if that's the case. She said if you made and appointment then you have to wait till then and if you're a walk in you will still wait. I then said I cancelled the appointment. She seemed so annoyed and continued with the patient she had called and told me she would check. After she came out and said it showed I had an appt at 1:10pm so come back then I said are you sure because I got the cancellation confirmation. She said i don't know you have to wait. I then asked for her name so when I did go back at 1:10pm I can say she told me that, she then said she was leaving at 12:30 so she wouldn't even be there. I walked out after that. Worst service ever. Lucy made it seem very much that she hates her job. She has no customer service. Not only is it hard to get an appt, once you go there you have to wait and no one is there to greet you nor ask questions, and then having to deal with employees who are rude. Horrible! 0 stars. read more

Unlike many Quest experiences I've had this was surprisingly easy. I had a STAT lab order from Urgent Care on Thanksgiving AM and came the next day to a closed office. I returned early Saturday morning approx. 745A which I thought would be a nightmare from them being closed on the holiday and an early closure Friday in addition to any previously scheduled appointments but the place was empty as I came through the door. I signed in, and was seen within a few minutes. In and out, quick and easy and I managed to keep myself in tact. Although, I donate blood every 56 days I can't stand to do blood work, I get very anxious but the technician was reassuring and gentle. My stat lab order was received by the doctor within a few hours. I'm not sure if this place is always as calm as it was when I arrived but I wouldn't rule them out in the future, if I'm in this area and need to do lab work. Making an appointment is always a fine idea too. read more

Avoid this place. They work at a snails pace even when you have an appointment. Staff doesn't seem to care about the group of people waiting for over an hour even with appointments. Unprofessional at this lab. read more

I am writing to give a five star review on my experience everything was very professional from the check in at front desk all the way to having my blood taken. I worked with Benj and he made me feel extremely relaxed and comfortable while taking several viles of blood. It was honestly one of the best experiences I have had getting blood taken. I came during covid and felt very safe and would highly recommend. Bravo for great service. read more

This is my first time coming to this location and never again. The office is hard to find parking is even harder. (I paid $4.00 for an hour). It's located inside a building just FYI. I chose this location because it was close to my job so I scheduled a 7:45 Appointment to make it to work on time. I didn't get called in until 8:15 and she took forever getting my orders ready so she didn't even start drawing my blood until 8:30 . And now I'm super late to work. Never again am I coming back. Oh and that Was the most painful lab drawn I've ever got. She kept pinching my skin with the needle and moving it like crazy. read more

Very......very slow, crawling, saw only 2 working inside. " Sorry we are short staffs". Half hour late serving appointments and still have many stand by. The info in board said serving 3, they are only doing 1 in a slow mode. Sad...sad services, very low productivities read more

I came here after being referred by pediatrician for labs for my young son. The front desk has no live person- just 2 tablets. They do not have a direct line. It took a whole lot of knocking every time we needed to use the restroom. (Pregnant and 3 year old kid). After 1.5 hours of waiting, I was not helped even though wait room was practically empty and they were taking very few people in. Looked like they schedule up to 13 people an hour according to screen and can only take half of that. Appointment system seems useless at that point. read more