Really sad to be writing this, as I tried several times to like this vet's office. I even spoke…read morewith the office manager separately about my experiences because I genuinely loved the two different doctors I worked with. Unfortunately, literally everything else outside of the exam room fell short.
We initially brought our 2 year old pup in for a same-day appointment for blood in her urine. Paid over $1,000 in tests, and when a staff member we'd never seen before handed our dog back with a white bag, she tried to walk away without saying a word. No test results, no explanation of the meds, nothing. We had to stop her from walking away just to find out what was going on.
A few weeks later, my dog chipped a tooth at the groomer. Since the groomer was covering it, I desperately needed documentation: an invoice, estimate, and medical notes. I asked the day of the appointment and I received nothing. Called the next morning and was promised by end of day, nothing. Left a frantic voicemail - received only the estimate (the one showing how much money they were getting). The moment I finally asked to speak to a manager, all the notes magically appeared in my inbox immediately.
On the day of the dental procedure, the surgery tech had zero idea about the chipped tooth, had no record of the full blood panel she'd just had two weeks prior, and hadn't looked at the estimate I'd already signed. I asked for a call before she went under anesthesia to discuss EKG and X-ray findings. He agreed and noted it. Three and a half hours later with no call, I called them. I got bounced between four different people, having to re-explain myself every time, until a guy answered with the most horrendous phone etiquette I've ever experienced. He was rude and dismissive. I mentioned how I was nervous because my dog had been to the dentist a handful of times already and never went under anesthesia for it to which he responded, "well per Nevada law..." ok bud. Got it.
When my boyfriend went to pick her up, they handed him a "new patient" form to fill out... the exact same paperwork with our sensitive info (including my Social Security number) that I had filled out on day one. While our dog was recovering from anesthesia, they wanted us re-doing paperwork because they apparently lost everything. He also asked for the receipt to be emailed so I could send it to the groomer; instead, she printed it out. He thanked her, reminded her to email it, and she promised she would. She never did, forcing me to call yet again the next day. When I asked why we had to fill out new forms and she let me know they lost and had no record of our info. I asked "you guys lost the forms that I wrote my SSN on?" Then I was told "we shred all our paperwork." Comforting.
As someone who works in the hospitality industry, I pride myself on being understanding and as far from a "difficult customer" as possible. But this staff made it genuinely hard not to lose my mind.
Like I stated, the vets and the office manager are wonderful people. It's just deeply disappointing that we won't be returning, solely due to a systemic lack of basic competence and care from the front office and support staff.
