Complaint Review: State Street Animal Clinic

I have never witnessed such unprofessionalism at any clinic as I did at this one today.  My friend and I went to pick up her dog because the vet tech told us over the phone that she was stressed and needed to go home. The dog had just had an amputation. We were riding our horses at the time, an hour away and explained we'd come as soon as we could. This was fine, except the vet tech decided to tell us the dog screaming in the background was my friend's dog. I don't know how this was appropriate at all!!!  Naturally, we were worried and wanted to get there as soon as possible. When we got there the staff was immediately very cold. They acted like they didn't know my friend and told us we couldn't leave with the dog until the vet came back. At that point, my friend told them that she didn't have her purse with her because we were out riding and asked if she could pay over the phone when she got home. My friend was a long time customer and didn't think that was too much as to ask.  However, a little later, she ran out to her truck and did find her check book in the counsel, but didn't have her wallet. She informed the staff right away. We came to the vet from the cross country course an hour away and had our two horses in the trailer parked in their lot. We informed them that we couldn't wait too terribly long because it was so hot and we needed to get the horses home.  In the meantime, while waiting for the vet to get back, a vet tech named Teresa complained that we were causing a traffic jam.

We looked out and no one was behind us. However, she informed us we blocked her and she had to drive in the grass. We had parked there because it was the closest to the door and we wanted to load the dog as carefully and quickly as possible. The length of time we were there (over an hour!) was purely on their part. In the meantime, I watched 3 cars easily drive around us and even spoke with the lawn service and they said we were not blocking them at all. Finally, the vet returned and we were trying to take care of the bill.  We noticed the total they gave seemed high ($950 is what they told us). We looked at the bill and noticed they charged us for a service my friend had passed on. They did, indeed fix it, however gave us a total of $913 after the adjustment.  They had adjusted the bill about $65 and we inquired as to why the total was still off (do the math, 950-65 is not 913).  Finally, after having to request a print out, I noticed they gave us the wrong total initially. The total was $986 not $950, 950 was the quote.  In that case, the math did work out.  The staff was incredibly rude to us while we were asking how come the bill wasn't right-in fact it was because of their incompetence, they quoted us the wrong amount originally. They could have easily apologized, but instead treated us like we were wrong to question them-despite this being their fault. Finally, after
figuring the bill out, my friend wrote a check for the amount.  They said they needed an I.D. My friend told them that she didn't have her purse and said she has been a client and had written checks there before. The tech responded with "oh well you just happened to not have a check earlier either." Basically, accused my friend of lying! At that point, I couldn't stand it and informed them they were being incredibly rude and to accuse my friend of lying was beyond inappropriate-
especially of a long time customer who was very upset her dog being in pain. We told them we could not believe how short they were being with us. At that point, Teresa disappeared into the back and before we knew it, a vet (I'm assuming Dr. Chris Lendman-older guy, gray hair) came charging at us, YELLING at us and pointing his finger in our faces! He accused us of abusing the staff and cussing at them-WHICH WE DID NOT DO AT ALL AND HE WAS NOT EVEN THERE TO KNOW!!!!!!!!!!!!!!!

He did not try to figure out what he issue was, he had literally just gotten back and had NO IDEA how rudely the staff had been that entire time. He was yelling at us in front of other customers and wouldn't give us a chance to explain our side of the story at all-he just went right down our throats.  We were concerned about the dog and our horses and all we were trying to do was pay and get the dog comfortably moved into the vehicle.  I was completely taken aback at how out of line he was and, in all honesty, that was the worst service skills I've ever witnessed. This vet and these staff members had NO EMPATHY or understanding at all. They are a garbage staff-utterly and completely garbage. Neither he nor the staff gave us any discharge
instructions. We were not even so much as helped until a very nice young man (dark hair, looked like a vet, but his name doesn't appear to be on the vet bill header) got the dog and helped load her. He had the decency to at least apologize to us. My friend has spent a lot of money at this clinic and has had a very traumatizing week after learning her poor dog has bone cancer and had to have a leg removed. It is appalling and unacceptable to be treated this way by a VET CLINIC THAT IS SUPPOSED TO CARE ABOUT THEIR CLIENTS AND PETS!!!!!! My friend left in tears-not only was she upset about her dog, but she was belittled and treated with NO RESPECT by a vet and the pathetic staff members. I will NEVER EVER recommend this animal clinic to anyone, nor will we be back.  I have been in the pet industry for over 15 years and also hold a master's degree in business and I can say the professionalism I saw today is unprecedented in my experience. This could have all been avoided had we been shown a little respect and courtesy and had things explained to us politely.  As a vet clinic, you should expect owners to be concerned for their pets, as well as emotional at times when there has been trauma.  When you do not explain things or act in a caring way with customers, it's even more upsetting and stressful. 

I do not wish a good future for State Street Animal Clinic in Belvidere, Illinois.  I will use this terrible customer service experience as an example to my staff of how NOT to treat people, especially your customers-the backbone of your business.