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  • I have been a long time client of this hospital with 2 dogs, buying their all inclusive plans for at least the last 5 yrs. I had a horrible experience last week, have lost all respect for their business practices, & will never use them again. Dental cleaning is included in the yearly plan; I called to make an appt for my dog Stuffie's teeth cleaning. After being put on hold for at least 5 minutes, 3x in a row, I made the appt & very specifically confirmed that the cleaning was included in the plan & still free. I was told to bring the dog in between 7&8 a.m. I had my own dental appt at 8 so Stuffie & I showed up at 7. I then waited 1/2 to be checked in. When they finally got to me, they presented me with a $300 invoice & told me that the dog had had his teeth cleaned in Jan so this cleaning was no longer included. I was enraged; it was now 7:45 & I was not going to be able to make my own appt. I had been very specific about confirming that the yearly dental was still included when I made the appt but they said they were sorry, either pay the $300 or leave. I left, took the dog home & missed my own appt. they made no effort to make up for their mistake. To make a long story short, I called later to complain. When they asked me what I wanted, I said they should clean my dogs's teeth for free as a courtesy for ruining my day& because the error was theirs. After waiting 5 days, because they had to check with the owner of the clinic , the answer was no. I have spent thousands of dollars at this clinic over the years & was even considering having a large operation on one of my dog's there. What small thinking & poor customer service. Bottom line - my dog's teeth are not cleaned, I missed my own dental appt & have to start all over again BUT NOT HERE! Besides being put on hold, EVERY TIME I CALL, they need to ramp up their customer service policies! Will never use them again & will be sure to tell all my pet loving friends to do the same !
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