Business ProfileforAustin Veterinary Emergency & Specialty Center

I was sent to this clinic after my dogs primary veterinarian called them to set up an appointment with a specialist as my dog is continuing to have issues. It was my understanding that it was a regular appointment. They informed me when I got there, he was going to be seen on the emergency side of the clinic. Costing me already $150 just for showing up. When the front desk clerk went over the consent forms and the high expected range of pricing for services [$800-$1000] she did so smugly and appeared annoyed as her communication skills are lacking. Honestly both clerks at the front desk were terrible. Throughout our four hours sitting there we witnessed many families experience the heartache of losing their pets and the cold callous response by the clerks. One of the clerks said to the poor woman clearly distraught, Are you here to pick up your dog? apparently forgetting the woman briefly walked outside with her family to gather herself. The veterinarian [*****************************] informed me that the specialist we came to see was on vacation and wouldnt be back for months. They were provided my dogs medical records and instead of reading them they walked into the consultation room confused as to why we were there. My dog is still sick with unknown answers, and I must continue to search for a doctor that can see him and give him the ultrasound with biopsy that was determined he needed before his appointment was made. I had to give the providers the update about my dogs treatment history, yet they still spent time rerunning his blood work and prescribing him medication that his regular vet has already given him. I feel the treatment was disgraceful. If no stars were an option none would be selected.

We are so sorry that you had a negative experience.  We would love to look into this issue for you.  Please call ************ and speak with a member of our leadership team.

*Update:I was contacted by the vet clinic and these are the actions they took. They called my regular vet to understand the miscommunication between clinics and myself.I met with both of my receptionists that were working at the time of *****'s visit and went over the feedback you provided to me and the impact their decisions and demeanor have on our clients. We discussed how body language, tone, and phrasing during *****'s visit could have been handled differently to improve your experience. I provided your feedback regarding your communication with ****************** to our medical director for follow-up. I appreciate the staff being spoken with and my complaint being addressed quickly and professionally.