I started at Bethlehem Veterinary Hospital (444 Rte 9W, Glenmont, NY 12077) about a year ago. I always kept my appointments and was early on most occasions (I have 3 dogs). I always enjoyed the staff and the Doctors. I did what I was told to do and paid my bills on the day of service. I have spent in
excess of $3,000+ over the past year at BVH.
The veterinarian, Dr. DeFiores, suggested an oral surgery for my older dog, Dakota and I set it up right away and followed his instructions every step of the way. We noticed that my dog had a small growth on her eyelid and he told me he could remove it during the dental surgery and it would only take him a moment. He also indicated he would not charge me for that procedure. After the surgery I noticed that the growth was still there and I questioned why the procedure that the vet and I discussed in detail was not
performed at my dog's dental surgery.
Via text message I was in turn blamed by the office and told that it was my responsibility to remind them of the procedure. I did remind the technician about removing the eye growth when they were taking Dakota back for her surgery and he turned and acknowledged what I said. Whoever was texting me from the office said there were no notes of the discussion and was rather belligerent, but Dr. DeFiores and I talked about it at length. Because the person on the other end of the
text was being aggressive I said that we should simply drop the discussion and move forward. I did not text back.
The same vet discussed an issue Dakota was having with her left hind leg and suggested I go to a
specialist to consult about TPLO surgery. I immediately followed his instructions, set up an appointment
and my dog had a $5,000 surgery based on Dr. DeFiores recommendation.
Last month my mom took my puppy in for a routine tech appointment and in addition to her appointment asked to have her nails clipped. I paid the bill then noticed a $23-24 charge on the bill for the nail clipping. Once again, I dared to question them. One of the technicians got on the phone and told me what he "felt" about the charge. He said that he "felt" that it was a legitimate fee for a service. I questioned why they did not alert my mom to the fee and he continued to insist that he "felt" the fee was reasonable. I said to him that what he "feels" is irrelevant to the point that I was trying to make, and they should have told us about the fee ahead of time. Within 5 minutes I received an email from Kristin Miller, the office administrator, telling me I
can go somewhere else?! and she attached all of my pet's records! I have never even met Kristin or spoken to her. I replied to her email right away and I thanked her and told her I would like to continue coming to the office with my dogs.
I went in on last Friday (August 23 rd ) with my puppy, and had another tech visit. No issues, no one said a word to me. Then they gave me a handwritten prescription for my 8 year old dog's heartworm, flea & and tick meds. Kristen emailed me about how they have a new pharmacy they are all excited about. The front desk girl told me when my dog Aspen and Dakota were due for their next visits; I paid my bill, thanked everyone and left.
On the following Tuesday, August 27 th , I called in for an emergency with my 3 year old golden retriever (blood in her stool) and was given a 3pm appointment only to have Kristen Miller text me and cancel the
appointment telling me, "I don't think I made myself clear.....we will no longer see your pets". I texted back and she did not reply, so I called her on the phone. I was almost in tears, begging her to keep my dog's appointment at 3pm and she was cold, unkind, told me a few times "I don't think I was clear, you are not welcome here". What kind of office is this? Is this really how you treat good clients?
I have never once had an issue with anyone in the office; always pay my bill, always very friendly with the front desk staff. They have made several errors in scheduling my pets over the past year and I was always kind, nderstanding and accommodating. I thought I had a good relationship with all 3 vets that I
have seen, and suddenly Kristen is dismissing me from the practice. I am a pretty low-maintenance patient.
I guess if you go to this office you need to keep your mouth closed and never question anything in regard to taking care of your pets.
Absolutely unbelievable behavior by this office manager and I don't even believe the Doctors are aware of how she treats the clients. If they are, shame on them all.
I have been an office manager at 2 dental practices over the past 30 + years, I have been a martial arts instructor who teaches both kids and adults for 28 years and have always lived in this community. At my own job I am kind to all of my patients, go out of my way to make them feel welcome and respected. read more