We were loyal customers since this practice opened. I chose to stay with them for my rescue baby's heart worm treatment due to the fact that they had always been trustworthy. Granted the quote I got ... Read More
We were loyal customers since this practice opened. I chose to stay with them for my rescue baby's heart worm treatment due to the fact that they had always been trustworthy. Granted the quote I got was TWICE as much as others ($1200), and was told it was due ALL AT THE TIME OF TREATMENT. But, I trusted them. However, this last experience has left me truly upset. The staff and the treatment I can not complain about. However, Felicity, the "manager" is the sole reason I will never be back. Due to the cost of the treatments, we raised money, donations, and grants, as well as our own money to pay for this newly rescued baby that had already been severely abused and was hours within death. When I picked her up, it was a Friday. With most foundations that offer grants, there are strict rules and they will only pay whatever amount directly to the office when the treatment is done. But, since this was a Friday, before Memorial Day and they were closed, they would not be able to make the payment until Tuesday when they reopened. I explained this to the staff, since we already had the treatment scheduled and on a timeline to where she had to get the next treatment within a certain amount of time. I was told to write a check that would be in our file and not applied to the account until Tuesday if for some reason the donation did not go through. I explained they would not make the donation if the balance showed it was paid. Long story short, after AT LEAST 10 phone calls, the check was put on the account the same day and when the foundation called to make the donation, they were told there was no balance. When I called and spoke to the manager, I was told by Felicity, she would remove the check and the foundation could call and make the payment. They called THREE more times to make the payment and were told there was no balance. Finally, the foundation just told me to have Felicity call them when the check was removed so they could make the payment. When I called to make sure it was taken care of, I spoke to Felicity for the SIXTH time, and I was told she never said she would remove the check that to do that she would be "changing medical records." She even told me they had already held my account open waiting for donations, which was a LIE. I pointed out that she had already contradicted herself twice in this one phone call, that I wanted to speak to her boss, she said, "I AM THE BOSS." I asked to speak to the owner of the practice and was told there was not one, she was in charge. NEVER AGAIN will I trust any of my animals with a company that allows the almighty dollar to allow their "BOSS" to flat out lie to me and generous foundations that are established to help in these situations. This is unacceptable, unprofessional, and to blatantly lie like this is childish. Not any one I would want involved in my business, especially to where a loved one's health is concerned. Read Less