Reviews

Review Details

• Review fromRaymond D

  Date: 11/12/2024

  1 star

  Raymond D

  Date: 11/12/2024

  Terrible! I set up an appointment for 10 AM this morning. I showed up 20 minutes early because I have another appointment and I would not be back in time for the 10 o’clock appointment so I asked them to take my cat early so I can get to the other appointment and then back in time to pick her up but because she was a new patient they would not accept taking her in for 20 minutes before her appointment so not only did I schedule an appointment for 10 o’clock on a workday, but I also did not get my Cat seen even after I told them I thought she had a broken leg. The cofounder of Claremont animal Hospital, actually a good person, caring and love the pets. The daughter on the other hand is currently only interested in the money nevertheless, I will never go there again. I will never refer that place to anyone. They lost a customer for life. They ****!

  Clermont Animal Hospital, Inc.

  Date: 11/20/2024

  Dear Sir,

  
  

  I am sorry your are dissatisfied with our policies, but they are in place for the health and safety of all of our patients, including your cat, as well as the legal and financial protection of our clients.  We did our best to accommodate you when you arrived 45 minutes early for your appointment, offering to examine your cat early, but you did not even have time to wait for the expedited exam.  We are not a walk-in clinic, nor are we a drop-off facility.  It is not our fault that you scheduled an appointment with us at a time that conflicted with other obligations in your schedule.  You asked us to make exceptions to multiple policies, which we could not reasonably do.  These were the policies and the reasons that exceptions could not be made:

  
  

  1.  Services are provided by appointment only:  At the time of your arrival 45 minutes before your scheduled appointment, we had several other clients who had appointments scheduled prior to yours and had arrived at the appropriate time for their appointments.  It is not fair to inconvenience them to accommodate you.  Nevertheless, we offered to see your cat earlier than your scheduled time, but you refused to wait, wanting to drop the cat off without a consultation.

  
  

  2.  Patients must be examined before they can be admitted to the hospital:  For the protection of your cat and our other patients, we cannot admit an animal without an exam.   We need to know basic information such as whether a patient is up-to-date on vaccinations, has been exposed to communicable diseases, and whether there are clinical signs of infectious disease.  We would not want to admit a patient with an infectious disease and inadvertently expose all the other patients in the hospital to infection.  While we have an isolation **** for wildlife and infectious animals, admitting an injured cat directly to isolation is not in the best interest of the patient, as this **** cannot offer direct and continual patient observation.

  
  

  3.  Prior to patient admission, clients must fill out and sign paperwork, including an estimate for anticipated services:  This is to protect you financially and to ensure that we have your full written consent as is legally required.  Unfortunately, in the case of a suspected broken leg, this requires, at minimal, an exam.  Bone fractures generally require radiographs under anesthetic for an accurate diagnosis and treatment plan formulation.  There is not a standard plan or standard cost for repairing a broken leg, so this cannot be arranged as a drop-off until AFTER a full consultation, discussion of a treatment plan, and a signed estimate.

  
  

  4.  New patients must be established before they are eligible for urgent care, emergency care, same-day visits, or admission to the hospital for any reason:  We pride ourselves in offering care within 24 hours for our sick and injured patients, and same day/urgent care when required; however, these services are only available to our established patients BY APPOINTMENT.  We are not an urgent care or emergency care facility--there are multiple hospitals in our area that fulfill these roles.  Nevertheless, we had an opening, so scheduled your injured cat for a 10:00 appointment as a new patient and would have been happy to see you at 10:00 that morning, as scheduled, for an in-person appointment.  We also advised you that if you felt your cat needed earlier care, urgent care and emergency facilities could accommodate you as a walk-in appointment.

  
  

  I'm not sure how you can file a complaint about service you did not stay to receive, nor can you complain that we are only "interested in the money" when you were unwilling to wait long enough for an exam and an estimate.  I am also not sure why you would think that you could simply drop off your cat off at 9:15 without waiting for an exam when you had scheduled a 10:00 in-person appointment.  It is also unclear to me why you would even schedule a 10:00 appointment, if this conflicted with other obligations in your schedule. My manager, who overheard all the interactions from another room, informs me that my staff was polite and congenial, doing their best to accommodate your rude and unreasonable demands.   In the future, please schedule an appointment at a time that works in your schedule and allow at least one hour for the visit.  

  
  

  ***** ******** ********, DVM--Clermont Animal Hospital practice owner