All Pets Hospital

Reviews 3

BR

brMom OfTwo

I had the most hurtful customer experience of my life with All Pets Hospital. Our family rescued a Lab, only to find she had Heartworm (HW) disease. The treatment was extremely costly, complicated, very lengthy, and very hard on a dog physically. I had significant concern and anxiety due to these things, but wanted to do right by this beautiful, sweet animal that my children, husband, and I had fallen in love with. The only issues I can think of as to why this clinic may have treated my family so hurtfully are: 1.) Dr. Braden was our (only) wonderful visit with a vet, and assured me that I would receive a phone call each step of the way to walk me through the next step. The calls never came, so I called them to ensure I was doing the right thing, and mentioned to the receptionist that I was not receiving the calls as I was told I would; 2.) Ive always thoroughly researched health care when it comes to my children, myself, and my pets. I was told by Dr. Braden that the HW disease treatment protocol that my dog would undergo was the exact protocol followed by the American Heartworm Association (AHA). Upon researching, I found that there were several steps at APH that were inconsistent with the AHA protocol. I expressed my concern to the tech Brittany. I politely told her I was worried because I did not want my dog to go through this very costly treatment and her body go through so much trauma and have the treatment fail. She said she would call me back. I waited for the return call for close to a month and it never came. I called again, and Brittany said that she had spoken with the vets and they had missed attending the AHA conference the past year and had missed the current updates in protocol. She assured me that the old protocol had proved very successful over the years at APH; 3.) Due to the expense of the HW, I asked if APH would allow me obtain a Rx to order their recommended Multi-Advantage HW prevention drops from a pet supply company; I was told that this was fine, so Ive done this for the last 1.5 yrs. Treatment and kennel rest continued for months, and then in July 2014, I brought my dog in for a final HW test and blood work. She tested negative for HW, and her bloodwork looked great! I was thrilled! The tech who gave me the results recommended she be spayed. First I wanted to 1.) give her body a rest after such a traumatic experience; 2.) APH wanted over $400 to spay her and between the HW and my chronically ill daughters overwhelming ongoing medical bills, I was strained financially and my wallet needed a break too. 5 months later, in Dec 2014, knowing my dog still needed to be spayed, I was still in a tight financial position. Driving by the clinic one day, thought to stop and speak to the office manager Jill. She kindly agreed to give me a 20% discount on the spay. I was very grateful and told her I needed to save up a few more mos & would call soon. Late Feb 2015. I called the clinic and spoke with Jill. She remembered our conversation in Dec and scheduled the surgery for me for March 13. I took the day off work for my dogs surgery. THREE DAYS BEFORE THE SURGERY, on March 10, I received a letter stating that I was no longer welcomed at All Pets, with no explanation as to why! I was shocked, devastated, and extremely confused. My husband was home and we decided it must be a terrible mistake. Several times the clinic confused me with another client with the same owner name and the same pet name. I immediately called Jill to discuss the awful letter and asked if they had me mixed up again with the other client, as I myself had no problems with the clinic. She stated that it was intended for me. I asked why. What was the problem? She refused to explain, and promised to have a vet call me that day. I waited all day at home, and nobody ever bothered to call me! I called the next afternoon, and all Jill would say is that she had passed along a request to call me. I asked again what the issue was, and she then said it was "related to communication". She refused further detail.

JI

Jill Thaller

Dear Ms. Champagne, My name is Jill Thaller and I have been the Practice Manager of All Pets Hospital for 7 years. There is not a feature for replies on this Google Review Site so I am responding through this avenue. I apologize on behalf of the receptionist who made a remark regarding Kitty Boys name. I know that she would have never meant it as an insult, more along the lines of a clever and cute name. Regardless, I am sorry it was offensive and I will speak to the staff regarding sensitivity and professionalism. As far as the doctor schedule, it is a set schedule, no rotating. We are a full service facility, offering clinical and major medical care, grooming, boarding, and daycare. We work very hard to accommodate all of our client/patient needs collectively. We also go above and beyond working with several clients who own feral cats so I can only say that there must have been a misunderstanding regarding seeing yours.We would really appreciate another chance to earn your trust and to come to a mutual place of understanding! I know that I speak for all of the staff when I say that the reason we work in veterinary care is because we love animals and enjoy working with our clients as a team to keep all of our precious patients/guests happy and healthy. Everyday I watch my staff interact with our clients, and it is always very satisfying to work in a place where employees are so caring and are awesome at what they do. Feel free to contact me anytime and I hope we can make it up to you in the future. Sincerely, Jill Thaller

JE

Jeanie Champagne

Sometimes you get, other times - No. The worse offense came from the receptionist - who, speaking to another staff member, stated that my cats name - Kitty Boy sounded like a hick! So rude and Im sure this rude remark was not the first for this person -- likely someone overlooked at the expense of the customers/ I know the doctors rotate schedules and all of them are nice but I got attached to one and she was so good with my cats that I preferred her, but could not always see her -- I want to go where I can see who I choose to see. They have done some things that were nice - cant think of them now, but overall they are good and the people who work there are good, also. One other incident (Ive been going there for a long time), was when I had a partial feral cat - (a feral cat is one who has no contact with people) - my cat had been living under the bed in my spare room for a year -- would come out to eat, etc., but they would not take her so I had to go to Azalea Lakes Vet who took here with no problem and she was no problem for them. Overall, I prefer a vet who provides full service -- dont really feel you get that with All Pets --- they prefer to treat you as a customer, dont want to get too close to you, prefer you dont get too close to them. I wish they read their reviews, but my guess would be that they dont. Azalea Lakes is a great vet - takes horses, larger animals, but is somewhat further out than most of the time I prefer to drive. Hope this helps.;