I brought my dog in on Friday because he had developed a limp. He was still running, eating…read morenormally, and otherwise acting like himself. Based on what I could see, I suspected he may have had something stuck in his paw, possibly a splinter, but I couldn't get a good enough look to confirm.
About 30 minutes after dropping him off, a veterinary technician called asking for authorization to perform X-rays. I explained that this seemed excessive given my dog's symptoms and asked whether the veterinarian had examined him yet. The technician told me the veterinarian had not. I requested that my dog first receive a thorough physical examination before moving to advanced diagnostics, and specifically asked them to look at an inflamed digit that I had noticed.
Roughly 30 minutes later, I received another call. I was told the veterinarian was still recommending X-rays. I asked whether a thorough examination had now been completed and was told yes. I then asked whether his paw had been shaved to allow a proper inspection of the inflamed area. The answer was no. I expressed my concern that diagnostics were being recommended before fully investigating the most obvious potential source of the problem. I made it clear that I was willing to approve X-rays if they were truly necessary, but I wanted the paw examined thoroughly first.
Another 30 minutes later, the veterinarian called and informed me that X-rays had already been performed and showed no fractures. At that point, his paw still had not been shaved or closely examined as I had repeatedly requested. This was extremely frustrating. I felt my concerns as the owner and primary caretaker were being dismissed rather than considered as part of the diagnostic process.
During the conversation, I explained that my issue was not with the veterinarian's experience or expertise. My concern was that the clinic appeared more focused on pursuing billable diagnostics than conducting a thorough examination of the most likely source of the problem. Rather than explaining the medical reasoning behind the recommended approach, I felt I was repeatedly being pushed toward expensive testing without clear justification.
Ultimately, my dog was sent home with pain medication and an anti-inflammatory medication despite no definitive cause being identified.
Unfortunately, this is the second time I have felt unheard at this clinic. I own three dogs and have never hesitated to spend money on their care when it is necessary. Cost was never the issue. The issue was communication, transparency, and the feeling that my concerns were not being taken seriously.
After speaking with the veterinarian, the practice manager, Liz, called me to discuss the situation. During that conversation, I requested records for all three of my dogs and asked about a credit for a previously purchased service that was never used. Liz told me everything would be ready in approximately 20 minutes, so I informed her I would return then to pick up my dog.
When I arrived, the receptionist began reviewing medications and charges. When I asked about the credit I had already discussed with Liz, she initially appeared unaware of the situation despite notes being present in my file. After reviewing the notes, she informed me the credit would not be applied. By this point, I simply wanted to pay and leave.
What happened next was even more disappointing. The receptionist made a snide remark during our interaction. While I acknowledge that I was frustrated, customer-facing staff should be trained to handle upset clients professionally. More importantly, management failed to properly prepare the front desk staff for a situation they already knew existed. Since Liz was aware of my concerns and previous conversations, she should have either handled the checkout herself or ensured the receptionist was fully briefed.
The interaction ultimately escalated to the point where I was told to wait outside and was threatened with having the police called for trespassing while my dog was still in the clinic's possession. I found this response completely unprofessional and inappropriate.
The most concerning part of this experience is that the same communication failures that affected me as a client can also affect patient care. Veterinary medicine relies on collaboration between pet owners and medical professionals. When owners feel ignored, concerns go unaddressed, and communication breaks down, it undermines trust in the care being provided.
I will not be returning to this clinic. Their lack of communication, professionalism, and willingness to listen has cost them a long-term client with three dogs who routinely receive veterinary care.
