I wanted to love this place. It's clean & my Mother In Law has received IMPECCABLE service with Dr. Eyler who has successfully managed Sadie's tricky condition, and boards in the medically supervised... Read More
I wanted to love this place. It's clean & my Mother In Law has received IMPECCABLE service with Dr. Eyler who has successfully managed Sadie's tricky condition, and boards in the medically supervised boarding area. However, we've given them several chances to make things right after we've directly expressed our disappointment and concerns. Each time they've apologized and assured us things would change. Nope. The first vet seemed overwhelmed with Knight, didn't seem to like our dog and after checking his eye issue, and that follow up, we decided to try a different vet as the chemistry clearly wasn't mixing. I called and made the request for Dr. Eyler. The front desk person assured me that would be no problem. I trusted that change had been made. We've had to travel a fair bit this summer. Boarding isn't our first choice & we hesitated as the first boarding experience they did not monitor his eye, despite our authorization... but we booked again to make his annual exam/vaccines, etc easier. I tried to make an appointment for the annual the day we picked up our dog, and was happy to hear the front desk touted many folks deliberately don't schedule their dog's exams if they are boarding as it's easy for the Vet to do an exam during the stay, thus sparing dog parents a separate appointment. They'll even bathe the dog for free if they are staying a certain number of nights. Super! When we dropped off our dog, we were asked if we'd like photos (every other day) and we said, yes please! So NONE of what was promised happened. -After 4 days, no photos. I called to check on our dog and ask why we hadn't received photos; I was told that the box to send photos wasn't checked. They apologized profusely and promised photos that day. -I asked about the wellness check & heartworm test and was told that "oh the techs said you'd have to bring him back as the (original) vet would need help managing our dog during the exam." WHAT? #1- I had requested to transfer him to Dr. Eyler. That clearly hadn't happened. And 2- Why had no one informed us of that change? I politely explained that we had arranged a transfer, and that we had been told he would be examined and given vaccines. They apologized, and promised he would be taken care of before pickup. So we pick up our dog. -Yes, he finally got examined, but not by our requested Vet. Dr. Stelzer did examine him and give him vaccines. Thank goodness. And I felt better that things would improve. -I was dismayed to hear that he actually didn't get the promised complimentary bath because the weekend techs couldn't bathe him. ??? But we could bring him in later in the week. Um...Whatever. A couple days later I notice a weird lump and called the Vet to let them know. It had gotten missed during his exam. We had to leave town again, so instead of boarding him at Pete & Mac's where he would get play time, we booked him at Lakewood only to get examined. I specifically explained that Dr. Stelzer had just done his annual and would she please look at this lump? They assured me yes. We set up a pick up time later in the day so that he would have time to dry after his promised bath that Monday. -Again... 3 days into the trip, no photos of our dog. -But more distressing was no call to update us on his lump. So I called, and was told that I would have to bring him in on a separate appointment. WHAT???? WHY? I had to explain AGAIN that we had only boarded him there to be seen while we were gone. They scrambled and apologized again. Dr. Stelzer called me shortly after, also apologized and said she examined the area. We spoke about the medicine and options, and she was thorough in that phone call, which we appreciated. We finally received photos with lots of apologies again. We pick him up. -Guess what? AGAIN no bath despite being promised and scheduling for it. -But more distressing, the techs tried to send my husband home without the oral medication and ointment. Between 3 people (one bringing our dog out, one bringing his food and regular medicine) and another, NO ONE seemed to know that our dog actually needed new medications. My husband had to INSIST that he was prescribed new meds. One tech said, yes it's there (referring to his regular glucosamine/zyrteck) and another said they didn't know anything about ointment. Shocking. WOW. This place needs to get their communication together. Things are clearly not being communicated between front staff, vet and tech staff, and customers. Breakdown galore, DESPITE us clearly explaining our needs. SO many mistakes, it leaves me wondering if our dog had actually been taken care of properly, had he been neglected or even received the right medications if the staff "wasn't aware he needed medication." Read Less