I have been a loyal client of Riverside North Animal Hospital for years and have spent thousands of…read moredollars caring for my dog there. Unfortunately, my experience with the front desk attendant and Dr. Aleksandra Scorobogtova was one of the most upsetting I've ever had in a medical office.
My very senior dog developed a red, irritated eye with yellow discharge that I felt needed prompt medical attention. Knowing I was running late for my appointment, I tried calling the office three times to let them know, but no one answered. Once I finally got through, I continued calling with updates as I rushed there, letting them know exactly where I was. I was repeatedly told that if I arrived outside the 10-minute grace period, my dog would not be seen. I left my children at camp, ran 10 blocks home, grabbed my dog, and arrived within the office's stated grace period.
Despite arriving on time according to their policy, I was told the front desk still needed Dr. Scorobogtova's approval to see me. When I expressed my frustration, the situation escalated, and she ultimately refused to treat my dog. I pleaded to let my dog be seen, even offering to wait as long as necessary. Instead, after waiting about 20 minutes, I was told that Dr. Scorobogtova did not feel comfortable treating my very senior dog despite his red eye and yellow discharge. My options were to come back the following week or take his medical records elsewhere.
Before leaving, I tried to have a calm conversation with the front desk employee. I even acknowledged that she was handling the front desk by herself and told her she was doing a good job. My only complaint was how I had been spoken to throughout the interaction.
As I left, I sincerely said, "Have a good night." They replied, "You too." I responded, "I doubt I will." At that point, they laughed. I turned around in tears and asked, "How can you laugh at someone who's crying?" I told them they should be ashamed of themselves. That moment was every bit as painful as being turned away with my dog still untreated.
I understand that veterinary practices need policies. What I don't understand is refusing care to a long-time client who made every effort to communicate, arrived within the office's stated grace period, and was simply asking for compassion for a senior dog that needed medical attention. I never expected special treatment--only empathy, professionalism, and care for my dog. Instead, I left feeling humiliated, heartbroken, and abandoned by a practice I had trusted for years.
