Our elderly, medically vulnerable dog was placed at unnecessary risk by this veterinary practice…read more
We brought our elderly dog, who has serious mobility challenges after barely surviving a severe joint infection, to this clinic for physical therapy. Before the appointment, we received a text instructing us not to enter the lobby because of renovations and to call upon arrival for an escort inside.
We followed those instructions. Although renovations had not begun, the receptionist still told us to wait outside. We stood in temperatures above 90 degrees with a dog who could barely remain standing on the hot pavement, while other clients entered and did business and waited inside. Staff could see us through the doors and windows, yet no one came to assist us.
After waiting a while, I went inside to ask why we had not been allowed into the lobby. We were told we were already checked in, no apologies or explanations, and our exhausted dog then had to go outside again and walk down the block to a separate treatment room. The temporary-looking space was extremely hot and had no apparent air conditioning. Initially, no water or apology was offered.
When we expressed frustration with the front desk's handling of the situation, the technician focused on our criticism of a coworker rather than our dog's immediate welfare. The veterinarian later apologized, treated us kindly, provided water, and gave our dog appropriate care. We appreciated her professionalism and were pleased with the clinical care she provided.
Unfortunately, the assistant practice manager interrupted the end of the appointment and offensively defended the staff, explaining that the text had been sent in error by the corporate office and provided other excuses. She did not meaningfully address that we had been left outside in extreme heat or that no one apologized or assisted our medically vulnerable dog. Instead, she called us rude and we should have verified the false instruction and be nice to her staff. As the discussion became tense, she asked us to leave for not just accepting her excuses, while the veterinarian continued apologizing and encouraged us to stay to resolve the matter.
This incident could have been prevented with accurate communication, better staff training, basic consideration for an elderly and medically fragile animal, and a sincere apology once their error became clear. Aside from the veterinarian, we experienced no accountability or meaningful apology, rather we were attacked for calling out their incompetence in handing the situation.
The administrative and management response showed a serious lack of judgment, training, accountability, and concern for animal safety. Rather than addressing the circumstances that put our dog and us at at risk in extreme heat, management focused on defending staff and criticizing our response.
If your animal is elderly and medically fragile, or unable to tolerate heat or prolonged standing, I urge you to choose another practice. Based on our experience, we do not trust this management team to put a vulnerable animal's or their owners safety first when communication or service failures occur. No pet owner should face the possibility that following a clinic's written instructions could place their animal or themselves at risk--and then be blamed for being unhappy with their poor treatment and raising the concern.
