I rarely leave negative reviews, but after losing my male eastern indigo snake, "Indica", I feel…read moreobligated to share my experience so other exotic pet owners can make an informed decision.
I brought Indica to Animal Hospital of Sebastopol because I specifically wanted an experienced reptile veterinarian for a federally threatened species. Before scheduling, I asked how the urgent drop-off process worked and was told I would receive updates during the day regarding the doctor's findings and treatment recommendations. I also asked to make sure the vet felt comfortable treating a rare & valuable species.
When I dropped him off, I explained that I work in healthcare as a medical receptionist and cannot answer phone calls while checking in patients. I specifically told the staff I would be available during my lunch break from 12:20-1:20 p.m. and asked that, outside of that window, they leave me a voicemail or send me a text if they needed anything.
Instead, I received no communication at all.
By around 4:15 p.m., I became worried enough to step away from work while a coworker covered my desk so I could call the hospital. I was placed on hold multiple times, transferred between staff members, and no one could tell me whether my snake had even been seen.
My frustration was never that emergency patients came first. I understand triage. My frustration was the complete lack of communication despite being told I would receive updates and despite providing multiple ways to reach me.
I was also charged for sexing my snake without anyone telling me beforehand there would be an additional fee. That charge was only removed after I questioned it.
When I spoke with Dr. Annabelle, I repeatedly told her that I appreciated her fitting my snake into her schedule and understood emergency patients came first. I was never asking her to stop treating another patient. However, when I expressed concerns about the lack of communication and told her I did not believe this was simply a bad shed, I felt dismissed. The conversation focused on how she sees approximately 15 patients a day, that she couldn't interrupt anesthetized procedures for a stable snake, that this is how urgent drop-off appointments work, and that she texted me "when she could." The problem was that the text wasn't sent until after I had already called the hospital because I was worried and couldn't get answers from anyone.
Afterward, I emailed the practice manager. The billing discrepancy was corrected, but I had to follow up separately just to obtain my snake's records. I was then told they felt I should seek another veterinary hospital.
As Indica's condition worsened, I emailed Animal Hospital of Sebastopol again asking for medical guidance because Dr. Annabelle was the only veterinarian who had physically examined him. I explained that I had followed the treatment plan exactly and desperately needed to know whether what I was seeing was expected.
That email was never answered.
I ultimately had to make the heartbreaking decision to euthanize Indica.
The day after he was gone, UC Davis called asking my permission to send his records to Animal Hospital of Sebastopol because AHOS had requested them. It was devastating to learn they had time to contact another veterinary hospital regarding my snake's case while never responding to my final plea for help.
I later received a second opinion from UC Davis, where I was informed that the original diagnosis from Animal Hospital of Sebastopol was not the correct diagnosis, just as I had predicted.
Based on my experience, I would never trust Animal Hospital of Sebastopol with another exotic animal. If you own an exotic pet and your instincts tell you something isn't right, don't be afraid to seek a second opinion. I only wish I had done so sooner.
