One star is way too generous for this clinic.
I scheduled an appointment three weeks before the consultation date to obtain an international health certificate for my dog. Being from Brazil and having no one to leave my dog with, my only choice is to travel with her. During the scheduling call, I explained my needs, and the scheduler set an appointment for 10 days before my travel date (the maximum allowed). For the health certificate, you only need three things: rabies vaccination, internal and external deworming (two pills). Despite having done this process more than 13 times in various states, including NY, my recent visit last Friday was a disaster.
Upon arrival, I was informed that the scheduled vet, Lauren Wisser, was not there. No prior notice was given. Instead, I was rudely told that if I wanted to see her, I must reschedule for the following week, despite the 10-day requirement. I asked if the covering vet could handle it, since USDA accreditation is necessary, and specifically requested the use of the VECHS portal, to which he agreed.
After spending 30 minutes with my dog and making me wait outside the clinic (due to their policy, you cannot view whatever they are doing with your dog while in their care), they handed me a bill, which I paid, totaling over $100. They instructed me to mail the health certificate to Albany, NY, unnecessarily, as it can be done online through the VECHS portal. When I tried to discuss this with the vet, I was told it wasn't "clinic policy," and I needed to mail it. The clinic manager, Dawn St. James, was extremely rude, repeating it was not their "policy," despite USDA recommendations.
I paid over $200 to overnight it to Albany (with a prepaid shipping label included for return), only to receive an email four days later stating the certificate was incorrect. It took the clinic a whole day to respond, saying they would correct it, but I would have to ship it via snail mail again. With only three days left before my travel, they showed no concern. The clinic owner, Lauren Wisser, and Dawn were both extremely rude when I asked for a refund, since they did not provide the service I needed and wanted to find another vet that would.
After persisting, they told me my dog was banned me from the clinic (as if I would ever go back to a place like this) and Mrs. Wisser accused me of "not letting them know about my requirement for an international travel certificate beforehand," which is absurd, as I specifically asked for it when scheduling, given the need for specific certifications. Not to mention, they would not listen to anything I said and kept repeating that they could not do it online via the portal because of their "policy." Now, without a health certificate, I cannot travel with my pet and must leave her in a pet hotel, incurring additional expenses. I plan to sue the clinic for this trouble and the money spent. It could have easily been avoided. I agree with other reviews that they make things harder for people of color, treating us differently. This is a xenophobic and dishonest clinic. Don't go there unless you are a white American that doesn't mind dealing with this type of people. read more
