They act as thought they care, but don't be fooled; it's just your money they're after, and they aren't even smart about that. My first appointment came to nearly $400, which was too much, but that's not why I'll never go there again. I priced the supplements later and found they charge 50% more than retail, and the methodology is largely hocus-pocus, but that's still not why I won't go again.
Leslie, the receptionist, is terribly disorganized. She is pleasant enough when it's her fault -- like when she forgot to mail my medications, twice, or when she overcharged me, or when she didn't call me back, etc., but when I had to cancel an appointment, Leslie wanted to fight. There was no concern at all about how my dog was doing, or what happened, or even when we could reschedule. What I got was a snotty message on my voice mail telling me I owed $85 for the canceled appointment. When I called her back, I got a memorized lecture about how they're reminder call was a "courtesy call" and not an opportunity for clients to cancel appointments, and that my cancellation cost them money, and they only want clients who are "respectful" of their schedule. Never mind that I had never canceled before, or that they were making loads of money off of me, or that they had charged me for medications I never received -- or most importantly, what happened to my dog. It was obvious that there was some baggage there -- they've had lots of cancellations, but that's not my fault, and that's why most vets make reminder calls -- so they can fill time slots if people have to cancel. Any intelligent person would say, "Because this is the first time you've canceled, we'll waive the cancellation fee, but normally we charge the full price of the appointment anyway." Anyone with any business sense knows that the money they make off of a client long-term is worth far more than any single transaction, but these people don't. They are so myopic that all they could see was that $85, not the several hundred they would have made the next week, and then the next month, and so on. Now they won't make any of it, and there isn't a snowball's chance in Hell that I'll pay for that canceled appointment. They just cost themselves a client, and earned this revue. Well done, Leslie. Maybe you should ask for a raise.