When Collier Parkway Animal Hospital first opened near me, I had an excellent experience. The staff…read morewas friendly, and Dr. Ibrahim is honestly the best part of this practice. He showed me around, seemed genuinely proud of where he worked, and most importantly, listened to my concerns.
Unfortunately, my recent experience has been very different. In May, I requested estimates for my German Shepherd for a gastropexy and umbilical hernia repair. I was undecided about neutering him and planned to wait until closer to his second birthday.
On 8/4, I specifically asked to speak with a doctor because I had questions about the surgery. I spoke with Dr. Soliman, who told me that because of my dog's age, a scrotal ablation was needed with the neuter and explained the potential risk of leaving the scrotal sac, including tumors later. This was NOT on my previous estimate, and I would not have known about it had I not specifically asked to speak with the doctor.
On 8/5, I requested two updated estimates: one for the gastropexy + hernia repair, and another adding the neuter + scrotal ablation. I was told the prices had not changed and was sent estimates to sign. However, the scrotal ablation was missing. I emailed on 8/7 and received no response, then followed up again on 8/10 with additional questions.
After finally calling on Thursday, I received answers to some of my questions, but was again told the estimate did NOT include the scrotal ablation, and I still was not given the price I had been requesting.
After nearly a week of back-and-forth, I called and asked for a corrected estimate. The next estimate included the scrotal ablation, gastropexy and hernia repair, but somehow the ACTUAL NEUTER was now missing.
I called again, and another receptionist sent a new estimate. The neuter was now included, but the price had gone from $218.90, with a $97.56 promotional adjustment ($121.34), to $349, PLUS $275 for the scrotal ablation.
When I called to ask what changed, I was told it was due to a promotion and was rushed off the phone before I could explain that I had added all the numbers and they did not add up. Even if the original $218.90 was supposed to be the promotional price and the $97.56 was added back, that equals $316.46 not $349.
At this point, I was trying to understand a $100+ increase while simultaneously dealing with multiple incorrect estimates that I feel like should not be on the customer.
My biggest concern is NOT the price. I would pay whatever is necessary for proper care. The pricing is simply an example of the larger problem: lack of communication, attention to detail, and consistency.
I spent days repeatedly explaining what procedures my dog needed and asking for a complete, accurate estimate. Procedures were left off, added, removed, and repriced. With the total cost approaching $3,000, I expected much more attention to detail especially since this is regarding multiple surgeries.
Ultimately, this has left me feeling dismissed and like a bother for simply asking questions. More importantly, I no longer feel confident that everyone is on the same page about my dog's surgery or that it would receive the attention it deserves.
That is incredibly disappointing because my initial experience was so positive. I wanted to trust this practice with my dog, but after this experience, I no longer feel comfortable doing so.
*I included a picture showing the difference in neuter pricing, although I did not include the estimate that actually left the neuter completely off.*
