| rev:text
| - ***Response to comment of Director***
Any pet parent seeing their fur kid inconvenienced by a cone for two straight weeks, suffering from a wound not healing, and with a veterinarian saying they do not know what it is, would normally seek alternative solutions to help their baby out.
I did return for a recheck, which brought about the costly but unnecessary lab test (any ordinary person seeing the wound knows it is obviously infected). I also made subsequent calls to follow up on the status and to report that my dog's wound bled again unexpectedly. This was my way of communicating. A partnership between a veterinarian and a pet parent is built on trust. Being a new customer (I moved and was trying out a closer clinic), that full trust has not been established yet. And the longer it took for my dog's issue to get resolved, the faster the doubt grew. I was in a tight situation: do I further wait to hear back from your clinic and risk another we-still-do-not-know-what-it-is answer so keep my dog hurting then pay for more tests, or do I go back to my previous veterinarian and obtain a second opinion. I decided to cut my losses by switching back to the clinic that has an excellent performance on my books. Lesson learned.
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I rarely write reviews, but my experience was upsetting enough that I am taking the time to do one.
My dog's injury wasn't resolved by Durango Animal Hospital within two weeks. Worried about my dog's welfare, and already doubting this clinic's competence, I decided to go back to my old veterinarian for a second opinion, who immediately found a solution. I also had a second dog brought in within that same time frame that I believe was not helped out either, so I just did not bring her back there for a follow up.
I went back to Durango Animal Hospital to discuss my concerns, and although hesitant, they refunded me only for the laboratory fees that should not have even been done to begin with. They totally refused to refund the rest, explaining that they followed the procedures that any medical facility would do. How unfortunate that they see it as business-as-usual, which was how both of my dogs' situations were handled anyway. In that case, they should be ready and willing to absorb the costs of them messing up. What's even more annoying is the 10-15 minutes hold time on the phone when I call, and the 1+ hour(s) wait time walking in (instead of giving you available time slots during the day).
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