incompetent administration; poor customer service
This place has really gone downhill in the last 2 yrs (& their prices have actually skyrocketed during that time). We have been taking our dog here for more than 6 yrs, & spent literally thousands of dollars. The problem is the front desk staff. Until the last 2 yrs or so, many of them were knowledgeable, intelligent, competent, & kind people. Some have left; others have become vet techs. Unfortunately, BH appears to have simply hired anyone who looks nice to fill their spots. These newer employees have demonstrated a recurring inability to perform even the simplest & most fundamental tasks, like: (1) updating the system to reflect my married name rather than my maiden name; (2) updating the system to reflect our new address, which is particularly important because BH communicates the dog's medical needs, including vaccinations, via postal flyers; (3) failing to communicate any applicable prerequisites for important, expensive, day-long procedures, like dental cleanings; & (4) failing to record appointments. The final straw for us was the failure to record a long-standing dental appt I had made 2 months in advance and contemporaneously added to my calendar, & BH's lack of regard for the inconvenience it caused & failure to try to make any concessions for their error. I always make the dental appts far in advance because they are so expensive, & BH runs a price special during Feb.--thus, the appts fill quickly. When I called to make the appt, the girl couldn't locate me in the system b/c BH still hadn't updated my last name (!) But it gets worse. A few wks later, my dog became ill. I brought her to BH, and no one mentioned that she was overdue for any shots; nor had we received any flyers stating such. She got sick again that night, so we brought her back in the morning. I knew they were performing bloodwork & fecal flotations because of the illness, so I asked if they could run the annual tests on those samples. The vet said yes. I then asked if my dog was due for any other exams or shots, & to my surprise, she said my dog needed 2 new vaccinations. I mentioned that my dog had a dental appointment in just 3 wks, & the vet nodded & said: ""yes, I saw that in her file."" She said they couldn't vaccinate an anesthetized dog, though, so I asked if she could vaccinate my dog today. She said no, not while she was sick. However, b/c I'd just spent nearly $800 in two days, there was no need for me to make an appt for the vaccinations--we could do a ""run in,"" and I could wait while the vaccinations were done without scheduling an appt. She said it could be done on any healthy day except the date of the dental cleaning. Fast forward to this morning. My husband missed a meeting to drive our dog to BH for the long-awaited dental appt. They turned him away b/c they ""did not have any record of her dental appt"" (!!!) They also said they couldn't do the dental cleaning until her shots were complete (!!!!)--something the vet never mentioned. Curiously, yesterday I received a call from BH saying they ""don't have an updated mailing address"" for us. Aside from us having updated that address several times with them already, it is very interesting that they would ""just happen"" to call us the day before a dental appt that they claim did not exist. The most disturbing part is not the time wasted driving to & from BH--which is nowhere new our near home-- in rush hour traffic; nor is it the meeting missed or the hrs taken off from work to pick our dog up later. It isn't even the lost savings on the dental cleaning. Rather, it is the continued failure to reliably perform basic administrative functions &, MOST IMPORTANTLY, the utter lack of regard for 2 good customers of more than 6 yrs, as evidenced by their failure to offer us any concessions for their mistakes.