My daughter was sent to this lab three times this year in efforts to diagnose a health issue. The phlebotomist was pleasant, skillful and quick. Short wait. Here comes the reason for two stars: First visit was fine, they ran the tests and sent them to the doctor. The second time, they conducted the same lab again by mistake instead of the newly requested order from the doctor and sent the duplicate results to the doctor and a new duplicate bill to me. I caught the error when I received a duplicate bill with identical tests run the second time and contested the identical charge. So, today, after TWO hours on the phone between Quest Billing and the referring doctor, the Quest customer care representativeS insisted the doctors' office was in error and accused the Doctor had requested the same exact test twice, (which the doctor's office denies, and has proof) Quest continues to hold me responsible to pay them for the useless, mistakenly repeated test and will "send my bill to collections in thirty days". (The doctors office has the original fax referral indicating Quest's error, so now they're going to claim dispute with Quest.) Meanwhile, per the rude Quest customer care rep, the third blood draw results "are pending" after four weeks? Quest seems to have lost the results of the third blood draw ? ( mind you, no one caught the errors until I figured them out today) In summary, during these four months, my daughter was referred to Quest three times. They drew new blood each time and ran the correct tests only once. Quest wasted over eight hours of our time, impeded diagnosis of the medical condition, and refuses to accept responsibility, or attempt to resolve the error. read more

Quest scheduled an appointment for my 91-year old father in law and my 86-year old mother in law for 9:10am on a Tuesday. They arrive early, there is no receptionist, and they were sitting in the waiting area. They were not called in for more than 3 hours!!! People were arriving way after them, being seen, and no one called them. There were 8 people in the waiting area, where there are only 3 chairs. No receptionist. Both my in-laws are immuno-compromised, being treated for cancer and bleeding ulcers, and bottom line, they were not seen after waiting for 3 hours, with a scheduled appointment!!!! If either of them catches COVID from this unwanted exposure, we are going to sue! read more

Office staff was nice and though the reception office was all the blood draw room was roomy enuf. Results in two days for all tests! Three stars for limited ease of access for wheel chairs! read more

Quest Diagnostics - The small office - Laboratory Testing Near Me - Santa Cruz, California

See all

Kudos to Lucy and Nancy! I was so fortunate to have these very nice ladies help me. I normally tense up and faint when I get blood drawn but their kindness and compassion eased my nervousness. Sure, it gets crowded but everywhere is crowded so deal with it or better yet make an appointment. This office is much better than the one in Scotts Valley. (That place is a dump). I am often baffled by people who walk in and don't sign in at the front desk and then they complain about not being seen immediately - follow the directions people! read more

I cannot recommend Quest Diagnostics on any level. The process for making an appointment is online-only. Don't even think you will be able to talk to a knowledgeable person to make an appointment or see what tests your doctor has ordered. The check-in machine is pathetic. After spending 10 minutes trying to get the machine to read a QR code on the appointment confirmation, we finally managed to get someone to answer the locked door. They tried it and said we were 5 minutes late--which we were not when we got there--and refused to take my wife's blood or give her a walk-in appointment since it was after 3pm. I am continually amazed by people who are in the healthcare business who absolutely could care less about the poor sick person who now has to go through all this b.s.--starting with making another appointment--all over again. If I could give zero stars, I would. Go to another lab if at all possible. Literally every time I have been to this place there has been some sort of problem. read more

After a horrible experience at the Scotts Valley Quest I came to this Quest and was treated cordially and with care. I was seen quickly. The tech, who I think was named Jessica, was professional and kind. She had to deal with me completely frazzled from the mishaps at the other location and was so patient and supportive that it almost made up for the awful experience in Scotts Valley. read more

I went to have my blood drawn. The reception was very nice. However, an older lady took me back and explained to her that my veins are small, therefore they always use a butterfly needle. She looked at the inside of my arms a few times and left. When she came back she asked if she could take the blood from the back of my hand...really? I said no. I've never heard of such a thing. She brought in another woman to see if she could or not...luckily she was able to. I don't ever want to go there again! Plus I've had other problems there. They even had my doctor's address wrong in the system and he was next door. One time I told this blonde woman about using a butterfly needle, she did what she wanted with an attitude. The next day I had a huge bruise and it was quite painful. read more

Great tablet app for checking in. Saves lots of time, easy to use. Well trained and courteous staff. I've been to this location several times. It's my go to spot. read more

I went to the location inside the Safeway store on Mission St and although it seems to be an odd location, I found it quite convenient and pleasant. The woman that drew by blood did an excellent job and was delightful to chat with while drawing my blood. Best experience I have ever had with a blood draw. read more

Waited here for 45 min while the one employee kept mentioning no one showed up for work today so she was by herself and would be running behind. When it was my turn she tells me they actually can't help me and I have to go to labcorp instead. Very poor experience. read more

The front desk still needs major PR Improvement Skills----whoever the person requires an attitude adjustment. My wife and I are going elsewhere from now on. On a positive note, the Phlebs are personable, engaging and competent. read more

My experience today at the Soquel lab was great. I made an appointment online for 0830. Showed up five minutes early. The tablet for check in is a bit confusing, and probably even more so for people that aren't at all tech savvy. Opting to enter info by name was the easiest path forward, and it was, in the end, painless. The hurdle is really in figuring out how to get started. Aside from that, at 0830 sharp, the phlebotomist poked his head out the door and called me back. Five minutes later I was on my way. I had been a long time patron of the Water street lab and this was my first time in years being back at the Soquel lab. It's a busy place, but I could not have hoped for an easier experience. That's it! read more

I was just at the Quest lab in 1595 Soquel Ave, Santa Cruz, Ca. I was very dissatisfied with the service and facility. I had an appointment at 7:30am, I arrived at 7:28 and no one even came to check me in till 7:45, I finally got in for blood draw at 7:55. After talking with my "Nurse" with a torn lab jacket , I asked where was the receptionist, she said we don't have one!! Where is the Manager, oh he is not here, he is at another site. We are all temp's and we take one person and the next temp goes and get the next person. no one checks any one in. For a place that takes blood it was messy, tissues on the ground and felt dirty and VERY disarrayed. I will not be back!!! read more

The phlebotomist and receptionist were very nice. BUT....it's very hard to get information from this place. AND - I was told I need to be there between 9 and noon. When I arrived a few minutes before noon, they couldn't see me. I can understand that. But when I returned at 11:45 the next day, they still couldn't see me. I had to arrange extra time off from work the next day to be there an hour early. And, despite their copying my insurance information, the insurance was never billed. When I called to follow up, they referred me to a national number, which was no longer receiving inquiries. The representative at that number referred me to a new number in Florida, which had no record of me! I called the local number again, and -- THEY COULD NOT FIND ANY RECORD OF ME! After much searching, they found me with a COMPLETELY WRONG BIRTH DATE! Not only was the insurance company not billed, but the lab they outsourced to erroneously billed me. My pre-authorization was for Quest's processing fee - NOT for the full charges to another company. The kind receptionist at the local office was very helpful in trying to rectify. I am still waiting. If that happens, I"ll add a star. read more

We've been here a few times, and the staff has always been very nice. HOWEVER, the one star is for the new phone system for scheduling appointments. It does not work! And when it screws something up, you can't even get to a receptionist to help. The voice recognition is terrible and often does the opposite thing you ask or restarts, and it is automated only. You can't even make an appointment when you're actually in the office. I was on the phone with this infuriating computer system for over 10 minutes to make a simple appointment. That's totally stupid and ridiculous and a complete waste of your customer's time, when 30 seconds with an operator or the clinic staff would take care of it. I'm going to request our doctors send us for testing elsewhere just to avoid this system. read more

Went to the Watsonville office, got in fast enough, but the Blood Tech. had a terrible cough. She told me "I'm sick and shouldn't be here." I'm like, "well go home"! Her: "Oh no Quest frowns on calling in sick". Me: "I hope at least you've had your flu shot". Her: "No Quest doesn't require it". As I'm in the john filling the little plastic cup. I can still hear her hacking away in the lobby. Needless to say I left there feeling real healthy. Thank you for being part of my health care Quest!? It a good thing I have a follow up with my M.D. I'm going to need it. read more

Avoid this location like the plague. They asked me to come back on two separate occasions because they failed to draw enough blood. Total incompetents. They were rude and unapologetic to boot! Go someplace else. read more

Front office not very competent. Online appointments beware. Drug screening only 9-11AM and 12:30-4:30PM. Closed for lunch 11:30-12:30. Don't plan your visit around you lunch time or try to get in right before 5pm. I observed two people complaining during my almost 2 hours there. The blood drawing itself is done very professionally and quickly. read more

It's absolutely impossible to reach a real person at Quest via phone. We were directed to have a blood test as a follow-up on ambulatory surgery and not one phone tree option gave us the opportunity to speak with someone regarding whether they would be able to perform this for us or provide any direction. read more

Slow, Rude...horrible check in...long wait in a smelly waiting room. Some of the staff are ok, most commute from far away - Quest and its management do not give a flying leap about customer service! Does anyone from this awful company read social media?... Not much choice in the area ...they don't care! Hey Dignity Heath...clean up this companies act! Today I watched 3 people have discussions with the check in worker about medical conditions, including a very loud discussion about a kidney transplant! Why is the check in desk telling everyone in the waiting room about each persons medical condition? There were 15 people waiting in an area that can accommodate at most about 10. One older lady in a wheel chair - waited more than 45 minutes and had to leave to have a MRI without the blood draw! They made the family wheel her out and back again. The check in TV was not working - no information about the waiting list or how long the wait - in my case over an hour. The check in worker could not care less about what the expected wait would be. She seems insulted that I asked how long the wait would be. She also was upset I told her to not discuss peoples medical information in front of everyone waiting in the waiting room. Good luck scheduling an appointment - only handled on-line - with no assurance that your place in line will happen within an hour of your appointment! HELLO QUEST - DOES ANYONE AT YOUR HOORIBLE COMPANY READ YELP REVIEWS? DO SOMETHING! Dignity Health - DO SOMETHING! You are in direct violation of the law - disclosing medical conditions to the everyone in the waiting area. read more

My COVID test was sent here. I was told by the company that I would have results in 3-4 days and told by the nurse that I would have my results by 7-8 days at the latest based on the current backlog. 7 of my friends were also tested the same week in different counties by different diagnostic centers. They all received their results in 1-4 days. I am now on day 10 since they received my test and still have no results. I sent them 4 emails over 5 days and only received a response on the 5th day. It was a standard form response that said I would receive my results two days after they got my test; such a joke considering I was on day 8 at that point. I called and sat on hold for an hour only to be told my test is still processing and there's nothing more they can tell me. Tomorrow I will be officially past the 2 week quarantine period and I will still have no results; it makes no difference whether I was tested or not because I won't be contagious by the time I get my results, if I ever do get them. They obviously can't handle the volume of tests they are receiving and instead of sending them to other labs and splitting the workload they are hoarding them all for themselves and helping spread the virus in the process. Don't get tested anywhere that sends your test to Quest Diagnostics!! read more

It"s my lab location of choice due to the excellent staff. Kendra took the time to call my doctor when the order had not been received, then called me to say everything was taken care of. In my many visits there, it can get busy, but the staff keeps everything moving in an orderly manner. staff offers help to folks trying to use the self check in. read more

Rude as hell! There is this one Platinum blonde woman with 1" black roots who I have had to deal with on occasion. I have never been ordered around like that! Give me this, do that, rude tone and not once a please, thank you in all the years I have been going here. I will go somewhere else from now on even if it is in an inconvenient location. Screw them. read more

Cannot speak for the service but the driver of the QD car blocked the road outside the office on Soquel while he unloaded -I flashed him to see if I could get by but was yelled at, "If you can't get round me you shouldn't be driving." Way to represent your company jackass - you were in a company car with the logo on the side. Score 0 for public relations! read more

Made an appointment for 12 noon, didn't get taken back to get my test done until 12:45 - and that was after they took several patients back that had come in way after me. Front desk was clueless as to why it took so long or they were letting people go in front of me. If you HAVE to go here, my advice is to go when you've got a couple hours to kill and don't bother making an appointment. It will just irritate you as the time passes by. I would give zero stars, if only I could. read more

Haven't experienced any rudeness where I go. They always have been very helpful. My complaint is trying to get someone to answer the phone when you call with a question. I get really tired of speaking to machines or automated systems which cannot answer the question I have. read more

I arrived a few minutes before my scheduled appointment. There were 10 people in line and no one to greet us. Very poor customer service.

It is UNACCEPTABLE that you can't reach a person. I tried everything. Quest is a HEALTHCARE provider and rejects people, all their phone numbers are automatic systems, even for doctors. I have a very specific question that can't be answered by their FAQs, in addition to that there are people who don't have access to the Internet, particularly seniors. Extremely bad customer service. read more

I've always had good experiences at the Soquel location, BUT (and it's a big "but"), it's because I always, without fail, schedule an appoinment ahead of time. So, anyone complaining that they see people out of order is sort of right; but it's probably because the people who walked in after you, then got seen first, more then likely had an appointment, and if you didn't you're going to be seen after anyone who had scheduled a time! read more

Extremely inefficient. I tried to make an appointment by phone and on-line. Neither system worked. Technician even said"yes, it's difficult on line and the phone system doesn't work." So I showed up without an appointment - they kept me waiting for an hour and a half. Finally got blood drawn and went home. No sooner had I gotten in the house when the phone rang "Oh, we forgot to do one test. You have to come back". Needless to say, never again. read more

It did not pay to make a reservation at this lab. Even though I arrived ten minutes early, I was forced to wait over fifteen minutes past my appointment time. All the attendant at the front desk said was, "No worries." Perhaps she had no worries, but I had plenty. I had planned my morning around getting my fasting blood test drawn promptly at a known time, rather than sitting for an unknown amount of time in the waiting room listening to conversation about stool samples. Why have an appointment system if your workers ignore it? This lab needs better management. read more

My experience was fine but I must particularly comment on one Quest technician, Rosalinda, She was exceptional. I had several confusing "kits" all of which needed to be completed according to specification; they required much paperwork, organization, and blood to be drawn; and I was quite frustrated with figuring it out my part and not much of a help. Rosalinda took responsibility for organizing everything. When it came time to draw the blood, I nearly passed out twice. Rosalinda handled it all with grace and kindness. read more

My wife needed a blood draw when she was symptomatic with electrolyte imbalance and possible periodic paralysis. Without great detail, she has to exercise until symptoms occur, then have her blood drawn. If there is a delay, the symptoms stop and the test is invalid. A week before the test we went to Quest and explained the situation. We were told to make an appt. and let them know the circumstances at the appt. We arrived for the appt. an hour early with our paper work and explained the situation again to avoid delays at the appointment time. We were told to come back at the appt. time. My wife exercised, becoming symptomatic. We entered the clinic 5 minutes before the appt. Again, explained the circumstances. Very rude unhelpful person told us to sit down and wait for our appt. She then took three other people ahead of us. After 20 minutes my wife's symptoms were gone. Taking the test now was useless. Cannot believe we are the only people requiring consideration for a time sensitive test. No supervisor there to complain to. The complaint phone number posted on the wall is not in service. These people just wasted our time. Also, no wheel chair available. Seems like they should have one for emergencies. read more

I have to say that my experience there is normally great thanks to the superior service on my blood draws by the kind young lady who normally draws my blood. Unfortunately she wasn't there on my latest visit. The guy that works there who helped me, appears to have a chip on his shoulder and came off rude when checking me in at the front desk. He also appeared to lacked the skill and professionalism that I normally get. Appeared that I was intruding on his time and turf. Hey, if you don't like serving people with courteousness and compassion then please find another career. Will not go there again to such a poorly managed facility. read more

We visited this office to have my 7 year old boy drawn. The customer service and reception was sour from the start. We were asked to sign in, but couldn't ask a question. It took 20 minutes to get called to provide insurance, although we were the only ones on the waiting list (everyone else was already checked in). During that time, someone walked in, asked a question, got a snappy response, and the customer was so irritated they just turned around and left. We were informed that the orders were not in and the office receptionist said they weren't going to call anyone. I called PMG and they responded right away and stayed on the phone with me to ensure orders/authorization was sent it. I notified the receptionist and she just said okay and didn't even bother to check the fax until I insisted. There was more frustrating dialogue about the orders and ultimately after over 45 minutes of waiting, getting sighs, and even hands on forehead from the receptionist for who knows what reason, we walked out and didn't get the draw. What's worse is that we have to go back read more