Quest Diagnostics — Attraction in Austin

I’m not really sure why Betty is still on staff after reading she is the cause for so many poor reviews at this location. I actually came here to read reviews after having my own negative experience last week just to see if I was the only one. And now I’m feeling validated enough to include my own. Betty seems very unhappy and irritated with patients for no apparent reason and this begets conflict. I had driven an hour to this location after my regular local lab had to close early due to plumbing problems. I called an made an appointment over the phone on my drive over. When I arrived an hour early, I asked Betty for some help figuring out if the lab was an in network provider for my local insurance company. I got laughed at. I tried unsuccessfully for the next 45 min to answer it on my own, online and over the phone to no avail. When my time was up Betty seemed to actually be able to run my lab order through the system to determine insurance coverage despite making this seem like a ridiculous request an hour earlier. After given the total, she told me how much money I could have spent if my insurance hadn’t filled in a percentage of the charges as if I should be grateful. I gave her no problems my entire visit, biting my tongue because it’s no use getting snappy. Despite very little interaction between us, I left feeling like I was a burden. I will not be returning to this location. As far as Quest Diagnostics goes, I ended up paying $200 for my labs when I expected everything to be covered as it had been at CPL 6 months prior. Now I’m dreading the phone trees, AI chatbots and runarounds I’ll be spending my time on to figure out why Quest likely overcharged me for routine labs. I’ve since noticed that Betty ordered the wrong test for one of my labs as well so that wil be fun to figure out how to resolve. The only positive I can give for this experience was that the actual blood draw went smoothly as was expected and Randall’s has a Starbucks coffee to warm you up while you’re waiting alone in the lobby for your appointment...

If you can choose another facility, do so. It is a crap shoot on which nurse you will get and you DO NOT WANT the grey haired lady. She is truly, THE WORST!!! I did not have an appt because I was JUST PICKING UP A CONTAINER. I immediately found the nurse and mentioned I am here to pick up a sample container for a specimen. The grey haired woman said I must wait until all the scheduled appointments are seen. I said, it would take less than a minute for her to give me the container. She said she needed to give me instructions. So I waited patiently for an hour before realizing she was going to have me wait all day for something that literally would take her less than 30 sec. to give me. So I kindly interjected myself between the next customers, after clearing it with the next in line who thankfully was so understanding, and restated to the unkind, unprofessional, unhelpful nurse, that I do not need instructions because I can read and to please give me the container. Which she did reluctantly commenting "make sure you write your name on it". How is this person still working here? She is literally running off customers and losing this business money. I truly considered trashing the invoice for the test and repaying for it somewhere else. She absolutely should be fired. It would simply be good business, if one were interested in that. Note to grey haired lady: you could be using your position to actually serve society by spreading kindness and compassion, instead you are spreading the bitterness that's in your heart. If you do not change your ways, you will end up so very alone and lonely. We reap what we sow. It's a very unpleasant way to end a gift of a life. I hope you find the joy in living and loving all...

I have been to this lab multiple times without issue, but my most recent interaction was both scary and unsettling. The phlebotomist working my 2:10pm appointment on 10/31/2022 literally did everything she could to be unhelpful and antagonistic. Never have I ever experienced such hostility from a medical provider. Details below.

I have hit my out of pocket max for the year. After sitting down for my bloodwork, the phlebotomist told me that I owed $75. I told her this happens every now and again, and insurance will settle the difference once the claims are settled. After a huge sigh, she told me I was wrong, and that I would have to leave if I couldn't pay. I offered to show her my Oscar insurance app, which confirmed Quest as the in-network preferred provider as well as my $0 cost. She replied by telling me that her screen wouldn't let her skip the payment portion. She then pointed to her screen, and there was a menu you could click into for other payment options. I asked her to click into it to verify we couldn't bypass it; she refused, told me I was being argumentative, and angrily asked me to leave immediately. At this point, I was worried for my health and safety and left immediately, and it was clear she was trying to upset me instead of find a solution. I left and called my insurance, who assured me I was indeed correct. Unfortunately, I still have to use Quest, but I'll be skipping this location...