I have been a client of Grady Vet for close to 15 years and will now begin the search for a new vet. I don't write this review lightly and have voiced by concerns directly with them prior to my most current disappointing experience. Firstly, I would like to say that the vets at Grady's are phenomenal and I am very sad to have to write this review. At this point in time the front desk service, the availability of appoints for clients, and handling of emergencies verses actual scheduled appointments has become atrocious.
In the past year and a half, I have had to bring my two dogs and my two cats in at one point or another. I try not to bring my animals in on an emergency basis unless it is an ACTUAL emergency, but at this point they only way I can get into see a vet is to come in as an emergency.When my cat got sick 2 months ago, I called to try and make an appoint for her and was told you could get her in for 3 weeks and I had to bring her in as an emergency. I did and had to sit in my hot car for 5 hours with a very sick cat. I asked if I could pay for you to board my cat overnight instead of making her sit there in pain and was told no because a vet had to make that decision. After 5 hours, I had a 20 minute appoint where I was told she needed to be hospital boarded overnight and given intravenous antibiotics.....We could have saved each other a lot of time if you had just listened.
I was apologized to multiple times that day, without having to say a word about my experience because once I made it inside, it became obvious that mistakes were made. Only after the apologies already started did I voice my concern over hearing an individual at the front answering phones be very rude to someone calling in and then call them a name in front of me after hanging up. This was so incredible unprofessional. Even with that experience, I decided to look past it as this are unprecedented times and mistakes happen.
Today was the last straw though. I booked an appoint a week ago for my dog who is having issues off and on with his back legs. Again, not an emergency and I don't want to abuse that system, so I made the appoint which was over a week out. I showed up 15 minutes before my appointment time and I am told I need to wait in my car and I will be called when a room is available, though the last time I was in there, I was able to wait in the lobby. Ok, we head back out to the car. After waiting over a half hour after my appointment time, I called to find out what was going on, as soon as I mentioned when my appointment was, I was immediately apologized to and told that room had just become available and to come in. I am pretty sure you forgot that I was there. I then waited in the room for another half hour and no one came in to talk to me, to get my dogs information or update us on what was happening. While this was going on the rooms around me were filling up and I could here the techs coming in and out and speaking to those patients after I had been sitting there for an hour after my appointment time and they had come in after me. I know, I watched them walk by my room.
I came out, told you I had to reschedule as this was over an hour at this point and was told that you could try and squeeze me in next week. The vet I was suppose to see got caught up in an emergency. Instead of telling me, updating me or giving me the option to reschedule, you let me sit there for over an hour when I had an actual appointment and then couldn't even get me in for another week. This lack of time management was not my fault as I was there when I was suppose to be and a little early for my appointment, but now my dog would have to go another week without being seen due to your lack of time management.
After leaving and thinking about how this went today, I called and advised that I would be looking for another vet and I needed my dog's records. What is even more infuriating is after all of this and all the apologizing and all the years spent with you, the response was, " Can I get your email address to send those to?"
Again, the vet staff here is amazing, but your lack of appreciation for your long standing clients and your prioritizing your one time visitor emergencies is costing you your client base. I am not the first person to feel this way as I have family member and friends who all come to you and have vocalized the same sentiments.
If you want to be an emergency vet than, please, expand that business because it is much needed, but not at the expense of your clients. Let us know that is the direction you are headed so that we can find a reliable and trusted vet office for our pets. They deserve better care than what is currently being provided. read more