Keziah Holcomb
We’ve seen Dr. Taylor and Dr. Arrington - who are both amazing doctors - while they were undergoing a shift change for staff when we brought our cat. It has not been too long ago since the emergency visit and we’ve gone back and forth regarding medication to ensure our cat remains stable, fighting nausea before we can treat the underlying cause pending medication shipment (as it is unavailable in house). We’ve usually had helpful staff members who are empathetic and go above and beyond. This evening at 4:37pm, a staff member dismissed my crying husband on the phone. No empathy, saying we needed to wait until Dr. Taylor came in the next day. Other staff have actually taken the time to see that both doctors have seen our cat within the same visit and address our concerns, and instead she continues to tell my husband we need to wait for Dr. Taylor to further discuss the account next day, or come in for another emergency visit to see a different doctor and risk a nausea wave for our already nauseous cat who is currently stable. Not sure what else we can do, or who else we can talk to if we’re met with coldness over the phone. We will probably try to call again later out of desperation and hope we can have more empathy from another staff member. Update: I received a call the same evening from management, and I truly appreciated how quickly they reached out to make things right. They not only made sure our pet’s health and safety were fully addressed, but also reassured us that their team will continue to receive the training needed to properly assess situations and always go above and beyond. It’s clear they genuinely care—not just about the pets in their care and the concerns of pet parents, but also about supporting and educating their staff, acknowledging any missteps, and correcting them. Their commitment to improvement really stood out, and it means a lot.
