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November 2023 by Eva Tuschman
They are woefully understaffed and have no customer service. Their one rotating phlebotomist is always overworked and stressed which negatively impacts the patient experience. As I waited for my draw, I witnessed more than one person, including elderly people, leave as there was no one to answer their questions or help them check in. Cutting corners financially will have patients going elsewhere, which is what I will do for blood work from now on.
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January 2023 by Donia Cervantes
Waited 8 minutes to get through the first message options just to be put through To another automated message when finally able to leave a message it says mailbox is full! HORRIBLE IDEA TO ONLY DO APPOINTMENTS!! People need same day testing you already take 10 days to just result add another week to that and patient safety is now on the line! What are you guys thinking?! Ridiculous … stuck using you because I have partnership
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August 2022 by Joel Chiara
By appointment only... Good luck, getting an appointment to fit your schedule. Technician, was quite condescending when advising of this policy.
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April 2022 by Araceli M.
Booked an appointment online successfully for my mother. I like the fact that they have online booking. Two days ago I get a text message and email that the appointment is cancelled. Closed for a few days for maintenance. Okay, understandable, re-scheduled appointment. And now two days later (one day before the original appointment that was cancelled) I get a text to remind me of the original appointment. So confusing! Tried to call the office to speak to someone but that's not an option. Checked online to "view" the appointment and it appears to be in their books. So now we have to re-arrange our day bc we prefer to have the appointment soon. Hopefully it's not closed as they said they were. It would be nice to get a clarification message or be able to speak to someone.
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January 2022 by Christy
Very poor communication!!!!!!!!!!!!!!!
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January 2022 by Kathleen H.
I made an appointment one month ago. Three days ago I got an email confirmation reminder. Arrived 10 min. early to a locked office. Waited 20 min. Still nothing. Apparently Quest labs are understaffed due to Covid so the Sonoma tech is only there for four hours in the morning. There are no afternoon appointments. The morning tech goes to a different lab for the afternoon. Unfortunately, my app't was for the afternoon. Something is seriously wrong if Quest can't sent emails canceling afternoon appointments instead of sending appointment confirmation reminders for afternoon times that don't exist. Took the afternoon off work for nothing and spent $10 in gas/wasted money.
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December 2021 by Arthur Perkins
It seems as though the concept of customer service and communication are foreign to the staff and management. I came in to get some lab work done as usual only to be told that I needed an appointment. Once I got home I made an appointment and it was confirmed. The day before of my appointment I received an automated call informing me that they were cancelling my appointment. I then made another appointment and arrived on time only to find a crudely written sign stating that the office was closed to an emergency.I have since been informed that the reason for this mess is because the hospital pays much more and the staff at quest would rather work where they are better paid.Quest diagnostics is introducing new products and initiatives to. Increase the market for their products by marketing directly to consumers It's an exciting time for this company. However, if they can't run a small location in a medium sized town like Sonoma they are destined to fail. Now that they have identified direct consumers as a revenue source they need to treat them as important customers.Pay your employees a better wage, treat the people who come to use your services as valued customers and improve your communication and customer service.Excellent customer service doesn't cost - it pays.
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October 2021 by john dow
By appointment only... Good luck, getting an appointment to fit your schedule. Technician, was quite condescending when advising of this policy.
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September 2021 by Liz Munoz
If you can do your lab work here do it!!! Super friendly, my 12 yr old never had blood work and they explained everything to him, walked him through the process.Avoid SV Hospital at all costs.
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August 2021 by Cheryl Ray Hickerson
This may be a good lab but their communication mechanism seems to be designed for maximum frustration. Endless recorded instructions, leading to options that don’t apply. Need to cancel an appointment and reschedule? Forget any option to speak to someone. Not going to happen no matter what number you push. You are required to enter a nonexistent confirmation number which they did not send when the appointment was first made! When I get home after missing my appointment I will DRIVE TO THE LAB which is much faster than the automated system. Then reschedule my missed appointment meant and give them a piece of my mingo about their stupid miserable system!!!
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June 2021 by Amol L.
This place is a horrible place to come only one tech is working and you have to make appointment first don't come in and sign otherwise you be waiting forever plus the Tech is rude also!
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April 2021 by David G.
Brenda is polite, professional, knowledgeable and efficient. A true Caregiver. Gets you in and out in a timely manner.
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March 2021 by Lesley H.
Once again, I had a great experience at Quest. Scott was fun to talk to, he's painless (!) and I was in and out promptly. Couldn't ask for more!
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October 2020 by Kristina Fieldsa
Sonoma's Quest is the BEST! Look at that, it sounds so nice you wanna say it twice!!My labs requested fasting, & let's just be real. Fasting is something of a torture ?. I arrived in the early morning on a Wednesday. There was no one in the waiting room. I checked in & was seen instantly. The gal was so sweet!! She took a nerve-wracking fasting situation & made it the easiest. She had me laughing so hard ? my belly was hurting from laughing vs. hunger grumbles. ?
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October 2020 by Belinda R.
Completely automated. Organized, quick and very friendly staff. Check in from the outside on your device. Once inside, you are seen super quick, and results are shared via device quickly.
