If I could leave ZERO stars, I would…read more
I have never in my life experienced the kind of treatment I received at my dog's veterinary appointment today.
My dog's appointment was scheduled for 10:50 AM. Unfortunately, the road leading to the veterinary office is closed due to construction, which caused an unexpected delay in getting there.
I arrived at 10:54 AM, just FOUR minutes after my scheduled appointment. At exactly 10:55 AM, I called the office as instructed, and at 10:56 AM, I walked through the doors.
I was fully prepared to apologize for being a few minutes late and explain the unexpected road closure. However, before I could even open my mouth, the woman behind the counter immediately began telling me, in an incredibly rude and confrontational manner, that I was 10 minutes late, that they have a 10-minute grace period, and that I was already past it. She then informed me she would have to ask the veterinarian whether they would even agree to see my dog.
I was genuinely shocked and confused. I looked down at my phone, which clearly showed 10:56 AM, and asked, "My dog's appointment was at 10:50, correct?"
She confirmed that it was, yet continued insisting I was 10 minutes late.
Apparently, arriving six minutes after your appointment time now counts as being 10 minutes late.
Rather than simply acknowledging the actual time or showing the slightest bit of understanding, she told me she would go try to "convince" the doctor to see us.
I sat down, looked at my phone again at 10:58 AM, and honestly couldn't believe what had just happened. After sitting there for a few minutes, I decided I was not going to continue spending hundreds of dollars on veterinary care at an office that treats its clients this way.
I approached the counter and requested my dog's medical records, explaining that I had never been spoken to like that at a veterinary office. I acknowledged that I was late because of the construction, but I was NOT 10 minutes late, and the way I had been treated was completely unacceptable.
Another employee then came out and told us to calm down because they were going to see my dog after all, as though I should somehow feel lucky or grateful that they had decided to honor an appointment I was only six minutes late for.
The issue was never whether the veterinarian would agree to see my dog. The issue was the complete lack of professionalism, courtesy, and basic respect shown to a paying customer.
I understand that veterinary offices have schedules to maintain. I understand that being late can be inconvenient. But there is a significant difference between enforcing an appointment policy and immediately berating a customer who arrived just a few minutes late due to an unexpected road closure.
A little kindness and understanding would have gone a long way.
The saddest part is that my dog ultimately left without receiving the veterinary care we came for, and this office lost a loyal paying customer over something that could have been handled with a simple, respectful conversation.
We will gladly take our business elsewhere and find a veterinary practice that understands that compassion and respect should extend to the people bringing their animals in for care, too.
Absolutely unacceptable customer service.
