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  • I'd like to give more stars as I am grateful they are taking care of our cat but the front desk is just too incompetent. First, we were given two estimates. We agreed to one and signed another form saying we disagreed to the other. We go to check out and they ask for a deposit. No one could explain to us what the deposit was...they kept pointing at the paper saying this is your estimate and at one point even said we owed the amount for both estimates. Just FYI: a deposit is usually a set amount or a percentage of the total amount. Even still, they never explained it or understood our question, we just signed up for care credit and said screw it. Over the weekend we had heard from a few different doctors. Each had something entirely different to say. Which was also frustrating. But ultimately they all said he was doing well. The only poor thing I have to say about their back office staff; is that they don't seem to manage their patients very well. Our cat has been there for 2 days and 3 nights... he's had a catheter in and has managed to pull it out multiple times. This could be under staffing or I could be ill informed on the difficulty of catheters and cats. But for how much hey kept saying this is a common thing you would think they would have a better procedure in place. Finally, I was told at 10:30 am I could pick up my cat by 12:00 pm. So I arrive at 12:10 pm and I was told "oh I wish someone would have told me" I said "I was told at 10:30 am he would be ready by 12" to which the front desk person responds "oh well the doctors aren't aware our systems are down at this time" AFTER SITTING IN THE LOBBY FOR 45 MINUTES, I'm finally told that the only possibly way for them to release my cat is to leave a credit card authorization and they will refund whatever is owed back to me afterwards. Excuse me ?! I've already paid... you have my information... the other girl sitting up at the front (gossiping none the less) even mentioned she knew I had paid with care credit. I get that I may have a balance but it is not my problem that your system is down. It has now been 2 hours and no one has called me to tell me I can pick up my cat. I am beyond frustrated and irate. I will never bring my animals here again, I will gladly find another emergency clinic where the front desk staff has a higher IQ than a toddler.
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