OFFICE MANAGER DOES NOT UNDERSTAND CUSTOMER SERVICE, I FIRED THEM AS MY CAT'S VET, AND THEN OFFICE MANAGER SENDS ME A CYA LETTER. I was a repeat customer of this veterinary facility. I liked the fac... Read More
OFFICE MANAGER DOES NOT UNDERSTAND CUSTOMER SERVICE, I FIRED THEM AS MY CAT'S VET, AND THEN OFFICE MANAGER SENDS ME A CYA LETTER. I was a repeat customer of this veterinary facility. I liked the fact that it had a convenient location and specialized in feline health. Also, I found the vet to be quite compassionate and knowledgable, but her staff was routinely unusually hard to deal with and totally unaccommodating compared to every other veterinary office I've visited in California and elsewhere. The staff wouldn't matter except they the young women who run the place control access, scheduling, etc. Two visits ago, the vet told me I had to run a whole bunch of (frankly unnecessary) tests, and frankly I felt ripped off after spending over $500 when nothing was wrong with my cat (thank God). Then, more recently, I returned and took my cat for routine shots. The vet suggested splitting up the shots (to avoid overwhelming the cat's immune system) and I agreed. She explained the second shot could be simply given by a vet tech. Should be simple, right? Not at the Cat Clinic. Two weeks later, after repeated phone calls, I could not get on the Cat Clinic's tightly-controlled vet tech schedule. They could not accommodate me during my lunch hour (from work) or after work (between 5pm and 6pm), any day of the week. I finally asked the office manager Tracy if she could let me just come by with my cat either some evening or on the weekend and was told that she could schedule me 2 weeks hence. I explained how ridiculous this was - - particularly considering it was only a 1 minute shot and I was happy to wait around in their lobby. Her response was that the vet techs needed 20 minutes to weigh my cat and take its temperature before administering the 1 minute shot. And because they needed 20 minutes, there were no available appointments. I again offered to bring the cat and wait around until a break occurred in their schedule, but Tracy was not willing to accommodate that option. I concluded that going forward after this shot, it would make better sense for me to take my cat elsewhere for regular treatment since the Cat Clinic was so needlessly (in my opinion) rigid and unaccommodating with respect to scheduling such a simple thing for a repeat customer, and I have to actually work for a living from 8-5.A couple of days later, I received a letter in the mail from Tracy, the Queen of Customer Service, saying that they refused to provide my cat with any further treatment because my "recent interactions with their clinic made it impossible" for them to "communicate with trust and confidence". Seriously? What arrogance for them to try to turn that little interaction around in a CYA letter. So now here on Yelp I will be more direct and not beat around the bush:This clinic is very expensive compared to other clinics. It doesn't produce better results, or offer more specialized feline services. I am well-acquainted with all feline vets in Orange County, and elsewhere in California (including UC Davis) and I fired the Cat Clinic. For an office manager to create new problems instead of simply resolve a problem was the last thing I'd expected when I asked to speak with her, and frankly I fired them because of her actions. Any decent office manager without a huge ego problem would have recognized that sometimes customer service means being flexible. Read Less