Over the past 25 years of owning pets and working with multiple veterinary offices, this was easily…read morethe worst level of customer service I've encountered, and it's not even close.
The issue stemmed from a simple and reasonable request. I had an unused prepaid service from the prior year for my pets' physicals. The service was never used and therefore cost the practice nothing. I requested that it simply be applied as a credit toward the same service this year and even offered to pay any difference in pricing. I also provided a legitimate and provable explanation as to why the service was not used at the time.
Instead of being accommodating or even attempting to work toward a reasonable solution, the office was rigid, ununderstanding, and ultimately unpleasant in their responses. There was no effort to consider the situation beyond a strict, one-dimensional policy approach, showing an inability to apply basic judgment or common sense.
After raising the issue, I received a phone call from a member of the receptionist team whose tone was condescending and dismissive. I was told they were not willing to work with me and that their position would not change. Shortly after that call, I received a brief follow-up email stating that my account had been inactivated, my pets' upcoming appointments had been canceled, and that I would need to find a new veterinarian. This was done without my request or agreement.
Communication overall was abrupt and unprofessional, with no accountability or willingness to resolve the issue.
The experience left a clear impression of a facility that prioritizes money over customer service, reasonable accommodation, and good business practice. The owner, whom I requested call me, would not. Again, pointing at poor service.
To be fair, the office itself is very nice, the location is convenient, and parking is adequate. Scheduling appointments has always been easy, and their email and text reminders are helpful, so in that part of the business, they are doing something right.
However, none of that makes up for poor communication, inflexibility, and a lack of professionalism. The inability to think beyond a rigid, one-dimensional approach also gives me pause when dealing with medical professionals who are often called upon to think more broadly and problem-solve complex issues that can be challenging to diagnose.
I would strongly recommend looking elsewhere if you value responsive, thoughtful, and client-focused service.
