I had the most hurtful customer experience of my life with All Pets Hospital. Our family rescued a Lab, only to find she had Heartworm (HW) disease. The treatment was extremely costly, complicated, very lengthy, & very hard on a dog physically. I had significant concern & anxiety due to these things, but wanted to do right by this beautiful, sweet animal that my children, husband, & I had fallen in love with. The only issues I can think of as to why this clinic may have treated my family so hurtfully are: 1.) Dr. Braden was our (only) wonderful visit with a vet, & assured me that I would receive a phone call each step of the way to walk me through the next step. The calls never came, so I called them to ensure I was doing the right thing, & mentioned to the receptionist that I was not receiving the calls as I was told I would; 2.) I've always thoroughly researched health care when it comes to my children, myself, & my pets. I was told by Dr. Braden that the HW disease treatment protocol that my dog would undergo was the exact protocol followed by the American Heartworm Association (AHA). Upon researching, I found that there were several steps at APH that were inconsistent with the AHA protocol. I expressed my concern to the tech Brittany. I politely told her I was worried b/c I did not want my dog to go through this very costly treatment & her body go through so much trauma & have the treatment fail. She said she would call me back. I waited for the return call for close to a month & it never came. I called again & Brittany said that she had spoken w/ the vets & they had missed attending the AHA conference the past year & had missed the current updates in protocol. She assured me that the old protocol had proved very successful over the years at APH; 3.) Due to the expense of the HW, I asked if APH would allow me obtain a Rx to order their recommended Multi-Advantage HW prevention drops from a pet supply co.; I was told that this was fine, so I've done this for the last 1.5 yrs. Treatment & kennel rest continued for months & then in July '14, I brought my dog in for a final HW test & blood work. She tested negative & her bloodwork looked greatl. I was thrilled! The tech who gave me the results recommended she be spayed. First I wanted to 1.) give her body a rest after such a traumatic experience; 2.) APH wanted over $400 to spay her & between the HW & my chronically ill daughter's overwhelming ongoing medical bills, I was strained financially & my wallet needed a break too. 5 mos later, in Dec '14, knowing my dog still needed to be spayed, I was still in a tight financial position. Driving by the clinic one day, thought to stop & speak to the office manager Jill. She kindly agreed to give me a 20% discount on the spay. I was very grateful & told her I needed to save up a few more mos & would call soon. Late Feb '15. I called the clinic & spoke w/ Jill. She remembered our convo in Dec & scheduled the surgery for me for March 13. I took the day off work for my dog's surgery. THREE DAYS BEFORE THE SURGERY, on March 10, I received a letter stating that I was no longer welcomed at All Pets, w/ no explanation as to why! I was shocked, devastated, & extremely confused. My husband was home & we decided it must be a terrible mistake. Several times the clinic confused me w/ another client w/ the same name & the same pet name. I immediately called Jill to discuss the awful letter & asked if they had me mixed up again with the other client, as I myself had no problems with the clinic. She stated that it was intended for me. I asked why. What was the problem? She refused to explain & promised to have a vet call me that day. I waited all day at home, & nobody ever bothered to call me! I called the next afternoon, & all Jill would say is that she had passed along a request to call me. I asked again what the issue was, & she then said it was relate ""communication"". She refused further detail.
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