I really liked Dr Stephanie when I first took my dog here - they are one of the only AAHA vets in the area and recommended by our former vet in Columbus. However, when my dog needed a Cytopoint shot - I called ACC. The front desk girl could not have been more rude. She said “if he’s been itching for a week, you shouldn’t be calling last minute on a Friday. Our nurse tech appointments aren’t available until August or I can get you in Monday at 11am (I work so Monday does not work for me)”.
First off, on the website it says urgent care services are available and the Dr we saw stated that we can call any time for his shot. It does not take long and I should NOT have to wait until August for a 5 minute appointment for an allergy shot. Secondly, her response to my needs was unacceptable. I traveled for work this week and I was unable to notice or take my dog in for a shot. This was a one-off scenario and regardless of my story, she should NOT speak to clients that way. I can’t do Monday because of my job but the fact that there were no other appointments until August seems unacceptable. I would have paid extra if an actual Vet Dr. could do the shot over the busy nurse tech.
The front desk girl (Makayla) absolutely ruined my experience and I won’t be coming back. You cannot state you allow emergency walk-in’s or provide urgent care needs and have extremely rude staff on your phone lines with lack of client service support - this feels like you only have this on your website so you can keep your AAHA accreditation but you don’t follow it at all.
New to this veterinarian (9 year old dog), but the service has been great. I called one evening after work, 45 minutes before closing, and they stayed on the phone to guide me through installing and using the app for e-consulting.
Our pet experienced an emergency, and the clinic staff responded with exceptional professionalism, providing significant comfort to my family during a challenging period. We highly recommend this clinic. Thank you for being so kind to our Pippi and us.
To Whom It May Concern,
I am writing regarding a deeply upsetting experience I had at your office during my recent appointment to euthanize my dog.
Prior to the appointment, I called your office and was quoted a total price of $305.00. I specifically asked questions during that call and took notes because I wanted to fully understand the process and costs ahead of time. I was told the quoted amount included all medications needed for my dog’s weight, cremation services, and the return of her ashes. I was told that was the package price.
When I arrived at the office, I was already emotionally distressed, as this dog was a beloved family member that my late husband and I picked out together. After completing paperwork, I was taken to a room in the back where a staff member reviewed forms and instructions with me. She then left and later returned explaining that payment would be required before the procedure.
When she returned with the bill, I was told the total was suddenly $509.00 instead of the quoted $305.00. When I questioned the discrepancy, the staff member left the room multiple times and returned with several “options” for me:
Pay the $509.00 price
Have my dog euthanized and cremated without receiving the ashes
Have my dog euthanized and take the body myself
Leave my dog there while I attempted to find another cremation service
At that point, I felt completely overwhelmed and taken advantage of during one of the most painful moments a pet owner can face. Within the previous 10 days, I had already spent over $1,000.00 at your office for my dog’s care. Rather than compassion and support, I felt pressured and unsupported. This all made me feel like they waited for me to be there and pressure me into more money when I was at my lowest.
What was especially disappointing was that despite staff entering and leaving the room multiple times, the veterinarian never once came in to speak with me directly or attempt to resolve the situation personally.
By the end of this interaction, I was so upset that I could barely think or breathe clearly. I picked up my dog’s leash, walked out in tears, and left without the procedure being performed.
After I left, your office called me several times. I answered on the third call and expressed how hurt and upset I was by the way the situation had been handled. Shortly afterward, Dr. Jessica left me a voicemail stating she would perform the euthanasia for the originally quoted $305.00 price.
I did drive back to the office. However, by that point I had lost all trust and confidence that my dog would be cared for compassionately, because the entire experience had made me feel that financial matters had become more important than care, empathy, and professionalism. Additionally, Dr. Jessica’s statement that there had been a “misunderstanding” felt as though the blame was being placed on me, despite the fact that I had specifically asked questions during the original phone call and carefully took notes regarding what was included in the quoted price.
I understand that misunderstandings can happen. However, the manner in which this situation was handled lacked compassion, professionalism, and sensitivity toward someone facing the heartbreaking loss of a beloved pet and family member.
I felt it was important to bring this experience to your attention and sincerely hope no other grieving family is ever placed in a similar situation.
Your office had lost a customer, a customer who will continue to tell others how Izzy and I were treated.
