This is a copy of the email I sent to Heritage Veterinary Medical Center about why I chose to take my business elsewhere:
First, please cancel my appointment for Saturday, April 16th; I am no longer in need of veterinary care for my cat as I have found what seems to be more reliable service at another facility.
I gave your clinic first opportunity because you are located closest to where I live, and I have always firmly believed in supporting neighborhood businesses; however, I could not in good conscience follow through with Heritage Veterinary Medical because of a ""comedy of errors"" that not only was not humorous but upset me because your employees seemingly did not care enough to think through the consequences of what became empty words/'promises', which resulted in a wasting of my time.
I first called about information on flea care for my cat on Friday April 8th and was told by ""Erica"" about the products that you carried and how the Frontline Plus that I had purchased was no longer effective because fleas had developed an immunity to it so I would need Vectra, which I could purchase at your office for $18.50. She told me that you closed at 6pm on Friday and were open from 9 am to 1 pm on Saturday.
I came in around 5pm that same day and spoke to ""John"", who told me that I couldn't purchase that product over-the-counter since my cat was over 9 pounds, something I was not told anything about over the phone, which I let him know. I explained my flea problem, including what I had been told by ""Erica"" earlier in the day and wondering if it would just be better off if I brought in my cat so the doctor could examine him. He went to an area of the office out of my line of vision to talk with the doctor, who I could hear him talking with. Instead of using this vet tech as some sort of go-between, I had hoped the doctor herself might come out and address my concerns but obviously she must have been too busy (even though there were no other people/pets in the center at that time of day). I did not make a big deal out of this, since I was told I could come back tomorrow with my cat.
So I came back Saturday morning and was told by the desk receptionist that the vet was not there, that she only came in the first and third Saturdays of the month---something I was NOT told the day before. This indeed irked me because I was just at your office less than 16 hours previous. Also, this person at the desk said she could sell me what the other person the day before said he couldn't sell me; why is this???
When I asked this person the same question, she said all she knew was Advantix was the medicine that only the doctor could approve and that she could sell me up to three doses of this Vectra. If I wanted to see the doctor, I could make an appointment.
At this point, I was not only confused but upset as well; while the workers themselves were not unpleasant, there was an obvious disconnect in the information that these workers were supposed to know and share AND there was a glaring lack of forethought about telling a customer to bring in his pet on a day when the vet was not going to be working (this itself is somewhat troubling, since one would hope that a doctor would be available when the center was open---something the other vet center I eventually went to also thought was troubling, as their doctor does work on the same days the vet clinic is open).
I hope you will provide better service to people in the future and take my bad experience as a wake-up call to improve. In the meantime, I will take my business to a vet center where more time is taken to address my needs as a customer and a responsible pet owner. Know that upon my arrival at this rival business, each and every staff member made a concerted effort to answer my questions in-depth and help me find solutions to my pet's problem---unlike what in effect was token, lip-service by Heritage Veterinary Medical C