Quest Diagnostics — Local services in Manalapan Township

Subject: Unprofessional Behavior and Unfair Treatment at Quest Diagnostics - Manalapan Township, NJ

Dear Quest Diagnostics Customer Service, I am writing to express my concerns regarding my recent visit to your facility located at 50 Franklin Ln, Ste 202, Manalapan Township, NJ 07726, on August 6th, 2025. I arrived at the lab at approximately 7:10 am without an appointment and proceeded to check in. The system placed me on the standby list, and I was informed that individuals with scheduled appointments would be prioritized. I patiently waited my turn, and after about 30 minutes, I noticed that a new patient without an appointment was added to the standby list and placed third on the queue. However, after a while, the lab technician called the individual who was placed third, bypassing my position as the first person on the standby list. I felt this was unfair, and upon addressing this with the technician when I was eventually called in, he explained that "the computer just picks up the list." I found this to be inconsistent with the process I observed during my time in the waiting area, where patients in standby list were served on a first-come, first-serve basis. When I raised my concerns about the sequence of events and asked for clarification, the technician responded in a highly unprofessional manner. He became visibly upset and told me to leave, stating that he no longer wished to perform my blood test. He raised his voice and threatened to call the police if I did not leave the premises immediately. I was shocked and disappointed by this response, which I found both unprofessional and uncalled for. As a result, I chose to leave the facility. I am writing to express my dissatisfaction not only with the apparent disregard for fairness in prioritizing patients but also with the inappropriate and threatening behavior displayed by the technician. I believe that as a healthcare provider, Quest Diagnostics should prioritize fairness and professionalism at all times. I kindly request that this issue be looked into, and I would appreciate a response regarding how such situations are handled and what actions will be taken to ensure this does not occur...

Such a poor healthcare related experience. Was there recently for a test and witnessed an argument between staff and what appeared to be a very sick, elderly patient who felt the need to aggressively advocate for herself. According to the patient she had been waiting in the office for over an hour and people who came in after her were being seen first. I believe there may have been a scheduling error on her part but that was not an excuse for how she was spoken to, how she was treated. Unfortunately, staff matched the patients level of aggression and told the patient that unless she calmed down she would not be seen. The staff then walked away and slammed the door. This only increased this sick elderly woman's frustration and ultimately only exacerbated and prolonged the situation. At no point was there ever an attempt to engage the patient or even listen to her complaint. Later, when I went into the office for my own work, the staff assisting me repeatedly checked in with other staff as she did not have any knowledge of the type of test I was there for. After some time, the test type was determined/clarified. The test was a 24hr take home test and I was never give any verbal instruction as to how to navigate the test procedure. I was told that I would not need to wait, nor was an appointment necessary, when returning the test the following day. The following day, my wife returned the test and was told that she would need to wait one hour to be seen. Additionally, she was told that the original script would be needed in order to process the test. While I did present the script the day before, I was never informed that I would need it again, only my insurance card. The following day, when my wife While I was waiting for the staff to determine the correct case, other staff were talking (all doors open) about and mocking the elderly woman that had been waiting. In all, as I mentioned, it was just such a poor example of patient engagement, empathy, patience and general competence. I will not be visiting...

Leaving 3 stars because the ease of signing up for account and checking in, I found to be pretty user-friendly. The service overall would’ve been one star and that’s only because they did eventually draw blood from my daughter. We kindly asked the phlebotomist that if she was unable to find a vein in my daughter’s arm to please not dig around with a needle and to instead, use the top of her hand. This has worked well for us before. My daughter is on the autism spectrum and has had many traumatizing medical experiences. Unfortunately this one just added to the list. After watching the phlebotomist wiggled the needle around in my daughters arm for a little over a minute I finally spoke up and asked her to please just do it in the top of her hand like we had asked. Instead of recognizing what was happening, she made a comment about my daughter not drinking enough water, even though she had been drinking water before and during the wait for the appointment. She then drew blood from the top of the hand like we had suggested. It would just be nice to be treated with compassion and rather than feeling like we were a burden. Leaving this review and hopes to make it better for the next patient, especially if they have...