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| - *Terrible customer service and refused to provide prescribed medication from another VCA Veterinarian*
Even though we live in Henderson, we have been seeing Dr. Mark Iodence at The VCA Haulapai in North Las Vegas for well over 10 years now. Three weeks ago, I took my 3 dogs in to Dr. Mark for a check-up and to get caught up on their shots. Last week, we decided that we were going to head for the mountains in California and wanted to get heartworm medication for their protection. We called VCA Black Mountain to see if they could fill the prescription and save us a trip out to North Las Vegas. Because they haven't examined the dogs, they stated that they would have to re-examine (+$) before they would do it. I couldn't see wasting the money for another exam plus pay for the heartworm test and medication. Therefore, we ran to VCA Haulapai this Saturday to get the heartworm test performed. Unfortunately, they can't prescribe the medication without the test results, which wouldn't be ready until this Monday. I asked the team at VCA Haulapai if they could call down to VCA Black Mountain and confirm that they would be able to fax the test results down to them, so that I could pick up the prescription and save the trip to North Las Vegas. They did and confirmed that we would be able to.
On Monday, I received a phone message from Dee Dee stating that since they haven't seen our dogs in over a year, they would not be able to fill the prescription. I truly believed that she was just misinformed and was not aware of the arrangement that was made on Saturday by VCA Haulapai. On Tuesday morning, I arrived at VCA Black Mountain to get the prescription. Dee Dee again stated what she said on the voice mail. I explained that VCA Haulapai had made arrangements on Saturday to fax the results to them, so that I could pick up the prescription and she still insisted they would not fill the prescription. I brought up the fact that the prescription was with another VCA vet, and she stated, "We are not affiliated with any other VCA vets." What?!?! While I was in the office, I called VCA Haulapai and asked the receptionist who I spoke to on Saturday to explain the arrangement that was made to Dee Dee. Dee Dee explained to VCA Haulapai that Dr. Augenstein was on another line and on hold with them and handed the phone back to me. As she left, I overheard a female voice in the back office state that, "We're a vet, not a pharmacy!" After several minutes, Dee Dee came back out and explained that the doctor had refused to fill the prescription and suggested I do mail order. Since we are leaving in two days, this was very helpful information.
VCA Black Mountain and Dr. Augenstein, Thank you for confirming our decision to take our business elsewhere and I assure you that you will not have to worry about seeing our 3 dogs ever again. I am appalled that you would choose not to help another VCA affiliate, as well as deny that there is even an affiliation with any other VCA vets. This definitely goes against what is on your own website, in which it even states that, "Together, the entire VCA Family -- from the front desks of our hospitals to our highly-trained specialists -- works with one goal in mind: to improve veterinary medicine for every pet. Especially yours." Wow! Way to be a part of the VCA family VCA Black Mountain!
If you live in the Vegas area and are looking for the best vet, please see VCA Haulapai and Dr. Mark Iodence. Everyone, from the front desk assistants to Dr. Mark know what real, professional, and consistent customer service is. They are worth the extra drive!
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