I don’t even know where to begin with this unorganized pet medical staff. From the doctors, to management, to the frontline staff. I brought in my 7week new puppy to their offices. They kindly greeted... Read More
I don’t even know where to begin with this unorganized pet medical staff. From the doctors, to management, to the frontline staff. I brought in my 7week new puppy to their offices. They kindly greeted me and the my pup, while waiting for the his very first appointment I noticed that some of the doctors had come from one of the greatest vet schools in the country. So it gave INCREDIBLE confidence that I would not experience a horrible vet. I was fooled. My pup had round worm and dr Cassie explained that I pay for the poop to be tested before and after the pills are given. After the second appointment, I paid for the testing. Unaware that the second test is completely separate until I go in for the follow up appointment. But on top of getting what were my pups results back, the results were mixed up. That completely makes me mad! I call- and get from doctor Cassie that “they were super busy and my staff had some confusion on the results” I’m horrified and panicking. This is the point of when I find out I have to pay. It’s the collective surprise one after another. I said I thought I paid right after the first appointment. Mind you, someone could have said this is separate. Puppies are expensive, I like to know everything up front as for cost. No surprises. After being transferred by doctor Cassie to the staff to pay, they left me one hold for over 10mins! I hang up and call back. This is insane. Now, I’m just trying to pay. Hard task. Call back, keep getting put on hold, keep calling back, this over a span of 2 hrs. Finally call get one gal, turns out to be one of the office managers, she tells me all the lines are busy and I just said I’m trying to pay for the test. She takes my card number. I receive a phone call ten mins later, saying that they are ready for my payment. I freaked out again. I freak out again, and say what are you talking about? I just gave it to one of your staff members. Well this this now the other office manager that I’m speaking too. Amy, tells me that none of the staff has it, and makes me feel like I didn’t give my card number and also tells me if a staff member does take a Cc over the phone they do it with a second person on the line. Turns out, the first manager had gone out to lunch, with out informing anyone that she had received my cc and the second manager Amy is rude, making it feel like it’s my fault for all this mix up! Very snarky in the apology and offers to make copies of my pups files for me to go somewhere else.
Treating testing like its just another test. Loosing all sense of customer service. When you go to this office you will be just a number. They don’t care for the well being of your pets samples, or the well being of their customers. Sadly, they would have better customer service if everything wasn’t such a surprise. A great office works together, informs their staff, and customers of all of the information. I went off the google reviews, and crossed my fingers. Read Less