Poor customer service experience. I took my cat in to get neutered, dropped him off at 8AM and did not receive any phone updates. Called a few times to ask for updates but was told they’re busy with o... Read More
Poor customer service experience. I took my cat in to get neutered, dropped him off at 8AM and did not receive any phone updates. Called a few times to ask for updates but was told they’re busy with operations today so it is taking longer. Already we don’t have a proper time frame and it seems like first come first serve instead of a set appointment. A little impersonal when your dear pet is getting altering surgery. In fact, our cat wasn’t even going to be seen until February but a couple weeks ago they called and asked us if we’d like to schedule it earlier instead, for today, January 27th. So did they intentionally overbook appointments or what to be so busy? Okay, but then by 2PM, 7 hours later, I try calling, and their phone at this point won’t even ring, so I have to show up myself. It isn’t until we arrive and finally get through the phone line and complain, that we finally get to pick him up. Why were we not told sooner, why was there not alternative ways at communication, and did he even get litter or water or was he stuck inside his carrier this entire time?! Once confronting the front staff, the veterinarian comes out with a front staff worker and instead of being apologetic we are hit with excuses and defensive manner, like “oh we had 8 surgeries today.” Not a single apology despite upset customers, my partner and I. Why is that my problem as a customer when you’re the one who makes the schedule? If I’m paying hundreds of dollars for your service, as this is our regular vet, I expect an apology and better communication when we trust this establishment enough to leave our animal here. You have lost us as customers and I’m afraid of how my cat was treated. We didn’t get any reassurance that he was able to walk around or use the bathroom. Nope, just “we had 8 surgeries today.” Wish we would have received a proper time frame, but no nothing. There was 0 communication and 0 reassurance that my cat did not suffer for 7 hours for a surgery that shouldn’t have taken that long. We will not be back. Thank you Read Less