Review Time
Couldn't schedule an online appointment. Walked in, no one waiting. Given an appointment for 1p. Not taken back til 1:10 even though there were no clients in bavk. Someone opened the door at 1:05 and said they'd be with me shortly. I could hear laughing an ranking from the break room. Will try another location next time.
I always have my laboratory tests done at Quest Diagnostics in Axis Community at W Las Positas in Pleasanton, CA and every visit was wonderful much more with ROSIE who is a very competent employee whose graciousness and compassion amaze me. She alwaya makes me comfortable with her kind words and loving care. I love her.
I am writing to formally share a complaint regarding my experiences at the Quest location in Branson, MO.
I see a holistic doctor who requires me to schedule appointments with Quest for blood draws that are sent to Cleveland HeartLab for screening. When I began seeing my doctor, I lived in Colorado and consistently had excellent experiences at Quest. The staff there took my paperwork, entered my information correctly and completed the labs without any issue.
I moved to Missouri in 2022 and since then I have had repeated problems getting my lab work done. I require labs three times per year. Two visits are for smaller hormone panels and one visit is for a larger draw involving several vials. For the larger labs, I already have to drive an hour to Springfield, MO because the Branson location is unable to process them without significant confusion, multiple staff members (namely Debra) involved and constant complaining.
For the smaller labs, I schedule appointments at the Branson location. The staff member there, Debra, is polite but complains every single time I come in about the paperwork and the process. She has completed the labs in the past but always while voicing frustration in front of me, which is uncomfortable as a patient.
On January 26th, I had an appointment at 7:10 am for a small lab draw. When I arrived, Debra immediately began complaining again, stating she was the only one there and expressing frustration about having to input the information into the computer. I asked if she would prefer that I go to the Springfield location instead. She responded that if she did not do it she would get in trouble but continued to complain. At that point, I picked up my paperwork and left.
I understand that systems and processes can be frustrating, but this is not appropriate behavior in front of patients. I also have a job and responsibilities and now must figure out when I can take time off work to drive an hour to Springfield, wait however long it takes this group to figure out my paperwork/draw my labs and an hour back simply to complete required lab work.
To be very clear, I am extremely dissatisfied with this experience as well as previous experiences. There needs to be proper training across your offices on how to process this type of paperwork and staff should not be complaining to patients about doing their job. While this behavior has occurred before, today was the final straw. I will not be returning to the Branson Quest location again.
I wish I could rate this laboratory lower than one star. It has been the most frustrating experience I have ever encountered. There was no one at the window, and it was closed off, making it impossible to see inside. I felt completely ignored. I checked in using their kiosk and waited for an hour without speaking to anyone, even though a staff member came into the waiting area several times to call others. I was there for a health screening related to my spouse's job. Unfortunately, I couldn't make an appointment myself as I'm not the employee, and I really needed to speak with someone in person.
I wish I could rate the service separately and give it a negative score. The ID verification process is a nightmare; it only works if you download the app, and even then, it often forgets your results within a week! I saw my results a month ago, but now they're just marked as 'pending.' I'm really disappointed and wish I had chosen a different provider.
The staff were pleasant, but my experience was quite frustrating. I checked in at the kiosk, which indicated that I was early for my appointment and advised me to arrive ten minutes prior. I left and returned 15 minutes ahead of time. During my absence, they called my name and canceled my appointment. I was instructed to check back in, and now I have to wait an additional hour. My entire morning is disrupted, and I was already an hour early.
The online appointment scheduling has been down for at least two days. I attempted multiple times to make an appointment. I only needed to drop off a frozen sample and was okay with waiting for my walk-in appointment. However, when I asked at the door, they told me I had to wait my turn. It's ridiculous that there's a waiting room with no personal attention. This will be my last experience with this service.
The online appointment scheduling has not been functional for at least 2 days. I attempted multiple times to secure an appointment. I only needed to drop off a frozen sample and was okay with waiting for my walk-in appointment. However, when I inquired at the door, they told me I had to wait my turn. It's absurd that there's a waiting area with no personal assistance for anyone. This will be my last experience with this service.
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The world's leader in diagnostic laboratory testing, information, and services. This includes blood tests, healthcare screening tests, gene-based testing and tests performed during patient treatment.
