When I dropped off my cat on the afternoon of Thursday, August 1 for his dental on August 2, I told Dr. Segal that I had received reminders that the cat required his FVRCP vaccine which she said he would receive during his stay. Because I am not able to administer meds myself he needed to be boarded, and since he had to have a tooth extracted, thereby requiring 5 days of meds, I was told he could be picked up on Wednesday, August 7, and that I could do that any time that day. I indicated to more than one employee I would be there between 4 and 5 p.m., (I arrived at 4:40). Upon arrival I was asked why I was there and did I have an app't. I stated I didn't need an appt; I was just picking up my cat. That began a few mis-steps. I was put in a room to wait for both my cat and a vet. The cat was brought into room about 5 minutes later and I was told to wait for vet. I indicated I only had a very few minutes. A couple of times I again inquired how much longer it would be. By 5:10 I said I needed to leave immediately. Then, one of your techs said well o.k., if you don't have any questions go ahead and go. If they had told me that initially I wouldn't have wasted time waiting! They apologized for the confusion and I left. A little more communication between your employees is definitely needed. Upon my arrival at home I checked the invoice I received, line by line. Cat did not receive the FVRCP injection that was required and I was told he would, which he did not!! I was also told he had received a bath. I have had him bathed several times and know exactly how he should look after a bath. He was not bathed while there for his dental. So....no FVRCP and no bath which were both supposed to happen. I have moved and am no longer close to Sun City Animal so returning anytime in the near future is not an option. The only person working that seemed to be able to handle everything and always knows what he is doing is Joe. The rest of your staff were considerably below my expectations. Not at all satisfied with this visit.
On behalf of Sun City Animal Hospital, I would like to apologize for the less than acceptable customer service you have received. Upon speaking to Dr. Knehr, it was made clear that there have been multiple incidents where we have not provided the level of care that we strive for. Again, we are sorry for this miscommunication and lack of timeliness, and if there is absolutely anything we as a hospital can do to remedy this situation, we genuinely would love to work with you.