I like the service, generally. The doctor was nice and prompt and had obviously years of experience, and nurses were polite and knowledgeable. What soured my experience was the following: I was recommended to buy an ointment to help with my dogs's calluses. The nurse opened an already used jar of that ointment to show me how to apply it. About a 1/4 of the ointment was missing in that jar before she applied it to my dog. She applied a small amount so it was obvious the jar had been used previously to probably demonstrate to other patients how to use it. At checkout, another nurse (or staff more generally) sold me that very same ointment that they had used to show me (and show others, obviously as a 1/4 of it was missing) and charged me $30 for it as though it were brand new. When I asked her why won't they give me a new package, she replied that this is how they do things: they sell they one they have used already. I didn't make a big deal out of this (e.g. I didn't try to explain to her that the package had been opened already before it was used on my dog) because life is too short to make big deal deal out of being charged $30 for a 3/4 ointment.
Dr. Haevernick is one of the most compassionate people I have ever met. While my interactions with his staff are inconsistent (some are terrific, other times I'm frustrated that calls aren't returned), I trust him and appreciate the care he provides to my dog and the responsiveness he has toward my questions and concerns. It is because of him that I give his clinic five stars.