ComplaintsforGlendale Animal Hospital

• Initial Complaint

  06/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had a disappointing appointment at Glendale Animal Hospital. Our concerns were not valued from the moment we arrived. We were running a few minutes late due to heavy traffic caused by a road closure, but the clinic canceled our appointment without allowing us to explain. ******, a staff member, showed a lack of empathy and even offered us a paid sample despite our dog's history of adverse reactions to medication at the facility. The clinic lacked safety measures and failed to consider our concerns about preventatives. A technician named ********* escalated the situation by confronting us aggressively and justifying her behavior by her Italian background. Despite being loyal customers with nine dogs at the clinic, we received zero respect. I have decided to discontinue using their services. It's important for others to review the clinic's records, which were biased and lacked important details. When ******* called to follow up, she failed to understand why the situation was personal. I'm deeply disheartened by the lack of respect and assistance shown and cannot recommend this clinic. Seek alternative options that prioritize your concerns and your pet's well-being.

  Business response

  07/13/2023

  In response to the complaint #20202809.

  
  

  ***************** was 13 minutes late for a routine appointment for her dog.  She would not accept that she could not be seen and showed disregard for our posted policy which requires you to re-schedule if you are more than10 minutes late. She stated that because of her history with us and that it was traffic that made her late, we should waive our policy and see her pet.  She would not take no for an answer and became very disruptive and disrespectful to our hospital. She even went so far as to demand that the staff call the owner and the manager on their day off so she could talk to them. She did leave after 30 + minutes and her pet was not seen. 

  
  

  When I called ***************** the next day, she wanted to know "what I would do for her" because we were unable to see her when she arrived late for her appointment. I told her that must have been frustrating, but that the staff were following our posted "Late Policy" and were correct in asking her to reschedule the appointment. She then explained that it was not her fault and so she should have been seen.  I tried to explain that it was not personal but rather a policy so that we could stay on time with our other clients' appointments so that we could give them the time to provide good service.  She stated that she did take it personal.

  
  

  ***************** has continued to try to make this a personal matter by posting constantly on social media for the last several months.

  
  

  I feel this is an invalid complaint as we did not provide poor service or do anything wrong to her or her pet. We did not see her pet that day. 

  We did follow our posted "Late Policy" regarding arriving late for an appointment.  

  While ***************** clearly states she was late, her grounds for the complaint is that she wasn't heard.  3 employees talked to her that day.  She clearly was heard but obviously disagreed with our policy.

  There was no report of harm to any animal or person.

  I feel this is a case of a person who could not bully her way into getting what she wanted so she wants to hurt our reputation.

  
  

  
  

  
  

  *********************************

  Practice Manager

  1144 Main St

  Glendale Heights, ** 60139

  ************

  Customer response

  09/11/2023

  Complaint: 20202809
  
  I am rejecting this response because: Hello,
  
  I have still not heard from this company and would like to escalate the case.
  
  Best,
  
  ***************************
  
  Sincerely,
  
  ***************************

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