I rarely ever leave a bad review, and I always try to give businesses and people the benefit of the…read moredoubt. I've thought about this review for a while, but after multiple experiences with Clematis Animal Clinic, I feel it's important to share.
I recently moved back to the area after being away for 10 years. I had a previous vet in Lake Worth that I absolutely loved and honestly wish I had gone back to. I decided to try Clematis because of the convenience of their downtown location. I understand that being downtown may mean higher prices, but I expect the level of service and communication to match.
My first experience started out okay. My 5-pound Chihuahua, Petra, developed significant facial swelling and was crying in pain. I was grateful they could see her the same day. She ultimately needed dental surgery, including a cleaning and extractions, which cost almost $2,000. We scheduled it about two weeks out because they had no sooner availability. They gave her antibiotics, which helped until surgery.
The day of surgery is where my concerns began. I dropped Petra off first thing in the morning and eventually had to call later in the afternoon because I hadn't heard anything. When they told me she was ready for pickup, she was still crying and wailing from the anesthesia. I understand vocalizing can happen after anesthesia, but I felt they should have waited until she was more settled before sending her home.
At checkout, the nurse handed me a heart medication and told me it was a "forever" medication. I was completely caught off guard because this was the first I had heard that Petra had a heart problem. She went back to speak with the doctor and explained that they had performed an ultrasound before surgery, found something abnormal with her heart, and that this was preventative medication she would need for the rest of her life.
I understand the doctor was in surgery and couldn't personally speak with me at that moment. However, I would have expected someone to properly explain a significant new medical finding before sending my dog home, or at least have the doctor or office follow up afterward. I never received a call checking on Petra after surgery. Every previous vet I've had has followed up after a procedure, especially when a new heart issue was discovered.
About two months later, I happened to be in the area and walked into the clinic because I was having trouble finding a groomer to trim Petra's nails on a Monday, when many groomers are closed. I asked the woman at the front desk if they did nail trims, and she said yes. I brought my 13-year-old, 5-pound dog in specifically for a nail trim.
While I waited, she said, "Let's check you out," and told me the charge was $61. I was shocked and immediately asked her to stop because no one had told me it would cost that much. My previous vets have charged around $15 for a simple nail trim. By the time I said something, they had already taken Petra to the back and finished, it had been maybe two minutes.
The woman then tried to justify the $61 charge by saying it was like if I went to a doctor for something simple and still had to pay for a doctor's visit. That comparison made absolutely no sense. I wasn't bringing Petra in for an examination or medical issue. I specifically asked if they did nail trims, was told yes, and brought her in for that service. If there is a $61 exam/visit fee associated with a nail trim, that should have been clearly communicated BEFORE taking her to the back.
They ultimately charged me $30, which I still feel is excessive for a two-minute nail trim, especially without disclosing the price beforehand. The front desk interaction was also unnecessarily rude.
She also asked whether Petra was "mean" and going to bite her before taking her to the back. I laughed it off at the time, but it was strange and off-putting given that Petra is a tiny, 5-pound, 13-year-old dog who was there for a nail trim.
I understand veterinary care is expensive, and I don't expect everything to be cheap. I just spent almost $2,000 on Petra's dental cleaning and extractions and was willing to pay for quality care. My issue is the lack of communication, transparency, and customer service. If you charge premium prices, I expect premium communication and care before, during, and after a visit - big or small.
I genuinely wanted to like this clinic and gave them the benefit of the doubt. Unfortunately, after these experiences, I would not recommend Clematis Animal Clinic and will be returning to a vet I trust elsewhere.
