Terrible customer service at the 7451 W Ridgewood Dr, Parma Ohio location today: Scheduled a health insurance wellness screening for 7:10am on 11/4/22. Received multiple appointment reminders, including one on 11/3/22 at 4:00pm EST. I arrive just before 7:00am and see a note on the door indicating that they have reduced hours on both 11/3 and 11/4 due to staffing and will not be open until 9:30. Basically, they knew prior to 11/3 that nobody would be there at my scheduled appointment, but I never received any notice to reschedule, just appointment reminders. Decide to leave and return when they open. Arrive at 9:20am, lobby has several people already waiting. I check-in on their kiosk and it informs that I am more than 10 minutes late for my 7:10am appointment. Explain the situation, including the appointment timing, to a tall, elderly, white, female technician. She tells me to continue to fill out the check-in and they will get with me "soon." The kiosk tells me that my new time is 11:30am, 2 hours from the current time, but surely they should take me "soon" as the tech stated considering the situation. Sit down and they take a few other patients ahead of me. The same technician opens the door again and calls a different patient. I ask her when they will get to me since I was their 7:10am. She states that they will take me at the new 11:30am time. I state that doesn't make sense to me, why do I have to wait 2 extra hours because of the scheduling conflict. She states that she has no control over the scheduling. I ask if I can speak to someone that does. She states there is no one to speak to about that. I ask if they are going to do anything to correct this. She states that they won't and the more I question it, the longer the wait is going to be. I said this situation makes absolutely no sense and this is poor customer service. She states that I need to "Stop talking to me like this or we will call the police and have you removed." At this point, I am absolutely dumbfounded and now I am being threatened with the police. At this point, a short, chubby, blonde, white female technician swaps places with the other tech. She says that I need to "Shut up and they will get to me at the new time or I will call the police." Well, the police aren't going to help get my wellness check done any faster so I decided my only option at this point was to just leave and go somewhere else... Unbelievable that anyone would have to go through something like this. Any decent place would have just bumped me up due to their scheduling error and thanked me for being patient.

Based on previous encounters at this location over the years, I was expecting a bad experience, but it was excellent! I signed up online for an 8:30 appoint, scanned my insurance card and drivers license at the kiosk and was called in. The phlebotomist, Christy, was terrific! She knows how to draw blood correctly - that is without hurting you or creating a big bruise, which had been my past experience here. She is also very customer focused. As blood draws go, it was a good experience!

A little bit slow. Got in 20 min after my appt. There were at least 3 people working in there but it seems like only 1 person actually draws blood.

Nothing against the phlebotomists. They were efficient and friendly. This one star review is for the app to access your records--it is HORRIBLE! My gf and I wasted hours downloading the app, inputting her personal information, and subsequently being locked out of the account for 72 hour periods at a time. Furthermore, we cannot access Quest lab results via CCF, UH, or NOMS portals or link the accounts with Quest Diagnostics. Save yourself the aggravation and go to a UH or CCF facility to have your blood work done. We learned the hard way. PS: The Quest Diagnostics app is rated 1 star by 85% of the reviewers. That is revealing!

I had a very good experience here. I made an appointment online, got reminders, and check-in was quick and easy. The phlebotomist (I believe her name was Michelle) was friendly, thorough, and professional. I don't like having bloodwork done, but, she chatted with me and took my mind off of it. It would be helpful to have someone there to answer the phone, though. If a doctor faxes orders to the location, it would be nice to be able to call and know that Quest received those orders before the scheduled bloodwork.

Hopefully you got time on your hands. Schedule appointment for simple blood draw and waiting over a hour. Gone to different location and they had you in and out in short time even with multiple people.

Probably the worst customer service I've ever dealt with... Quest incorrectly billed insurance I haven't been on for over 3 years after I submitted my correct insurance. In attempt to correct this you wait for nearly an hour to speak to an unbelievably rude representative who snaps at you saying you need to reach out directly to billing, the issue with billing is that there are zero live agents currently, when I tried to explain this to the only representative I was able to speak with she again was rude (realistically this representative should be able to handle a question around billing, what are they even there for to just give results you could easily automate with an online portal?)

See update below. I updated the star rating to because the customer service supervisor came through. She said the claim was coded correctly on their end and somehow when it was electronically sent to my insurance company, it got reprioritized and the annual bloodwork was not first so our insurance didn't pay it at 100%. She had it resubmitted and it was paid correctly. Update: After I emailed Quest, I got a call from a customer service manager that was great. She said she would call our insurance company and have the claim rebilled and it would all be taken care of. She was the epitome of what a customer service manager should be. She gave me her direct phone number and full name in case I had any future issues. I'm waiting to see if the claim is fully paid and I will update the stars. Husband and I both had blood drawn at the same time with written prescriptions from our Doctor that were exactly the same with one additional test for just myself. The prescriptions did not have any codes just said what the tests were and annual physical. We had different technicians. Mine looked up the codes based upon it being an annual physical and entered them. When we got the insurance EOB, mine was fully covered 100% but my husbands wasn't covered as preventative from annual physical. I called insurance and they said to talk to Quest. One test was entered wrong using a diagnostic code - not preventative. Called Quest - what a nightmare! After I waited on hold, I was transferred twice so I had to repeat everything to 3 representatives. The third one said they can't do anything and can't change codes even though they do keep the doctors hard copy prescription. Husband had exact same blood work prescription last year and no problems although I had a similar problem with mine last year. I'm never using Quest again - big hassle and I'm tired of making all the phone calls and doing the work they should have done themselves. Save yourself a big hassle and go somewhere with competent employees. I should say the technician I had was great but they are inconsistent with employees.