This review is specifically for the scheduling and communication experience, not the veterinarian…read more I never made it to the veterinarian because of the lack of urgency and follow-through from the front office staff.
I first contacted this clinic in April regarding my dog, Teejay, who was diagnosed with an acanthomatous ameloblastoma, an aggressive oral tumor. From the beginning, I explained that I was traveling from Los Angeles and that I have mobility limitations following spinal surgery. Because of those limitations, I repeatedly asked whether my records could be reviewed in advance and whether there was any way to minimize unnecessary trips. They declined and stated I still needed a consult before I would even get the X-rays done. Considering this is a tumor that's aggressive I chose to have the X-rays done here so avoid a trip there.
Months later, after obtaining a pathology report, laboratory work, dental radiographs, skull/jaw imaging, and photos, I contacted them again and was specifically instructed to email everything for review. I did exactly that and sent a detailed email with all records attached.
Five days later, the response I received was essentially to contact the scheduling department. The problem is that the scheduling department was the same office that had originally instructed me to send the email in the first place. Instead of reviewing the information, I was sent in circles.
When I pointed this out, I was disappointed that nobody simply acknowledged the mistake or apologized for the inconvenience. Instead, I was repeatedly told that I should have informed them that I had sent the email and what email address it came from. My full name, contact information, dog's information, pathology report, photos, imaging, and laboratory work were all included in the email.
At that point, the issue was no longer the email. The issue was the complete lack of accountability. Even after explaining multiple times that my dog had an aggressive tumor, that I was traveling from Los Angeles, and that I was recovering from spinal surgery, I continued receiving explanations and excuses rather than a simple acknowledgment that the situation had been mishandled.
If this is how communication is handled with the client, it did not give me confidence moving forward with a major surgical procedure for my dog. At a minimum, I expect basic communication, follow-through, and professionalism when dealing with something this serious.
After reading other reviews from people who traveled from Los Angeles and experienced similar communication issues, I feel I made the right decision not to proceed.
Fortunately, I found another veterinary surgeon who reviewed the extensive records I had already gathered. They reviewed the pathology report, imaging, laboratory work, and photos and agreed that no additional diagnostics were needed before moving forward. Surgery has already been scheduled.
I cannot comment on the quality of the veterinary care because I never reached that stage. I can only comment on my experience as a prospective client, and unfortunately that experience was disappointing.
