Poor Customer Service.
My dog has received vet care in addition to grooming and boarding at this facility for over a year now. Progressively, the customer service has declined.
On my dogs last visit, it took about 30 min to get the appointment made because I wanted her groomed and seen for her annual on the same day. There are two different schedulers who manage this and unfortunately they were not able to talk with one another and I had to make 3 separate phone calls, first for the annual, then to the groomer and then back for the annual to confirm that it could be done.
Then on the day of her appointment she was administered two vaccines that were not discussed with me when I made the appointment and I was not notified prior to their administration, I was just billed.
When I called to discuss this with the doctor, the doctor refused to call me back and had the manager of the pet store call me instead.
When I called the manager of the vet hospital, she told me she would investigate the issue and call me back in 3 days. She did not call me back. I called back after a week went by without hearing from her.
The doctor still refused to discuss the situation with me and my complaint was handed back over the pet store manager who simply stated it was policy.
I do not think it was too much to ask why I was not notified prior to a medication being administered to my dog and wish to have the doctor discuss this with me since ultimately the care my animal receives while at the clinic is the doctors responsibility.
I think this hospital has unfortunately forgotten how to care for patients. Perhaps they are too big and too successful to remember that the dogs and their owners experience at their clinic is important. If you want to feel as if your doctor cares about you and your dog, go somewhere else.
False advertisement. I find it most disturbing when you see an advertisement for one price and call the animal hospital and get a different quote. I am continuously seeing spay and neuter starting at 19.99 only to be quoted 143.00. When I asked about the 19.99 I was told that it was an old commercial. However, this comnercial is shown constantly and different versions. BAD
KILLLED MY DOG.
Don't go here, they KILLED MY DOG!
I sent a complaint to the Vet Board in MD, and they charged one of the Vets $5,000 fine for negligent care. Honestly all of them are terrible!
Customer Service is Disappointing. I've been going to Falls Rd. Animal Hospital for 2 years and while I find the vets to be reliable for the most part, I find the people who are checking you out to be lacking knowledge and are somewhat rude. In addition, they do not give medication administration instructions unless asked. They are not thourough in this way, which is surprising given the amount they charge for services. I rescued a stray cat, which will cost me nearly $400 when it's all said and done and I have to make a second trip because they failed to fill the prescription properly. Also, they don't do the best job grooming pets. I am often annoyed by the (what I expect to be) interns/students who are checking you in and sending you off.
Excellent Service Dr. Adkins is the BEST!. Falls Road is the BEST PLACE to take your pets...I will never take my pets any place else.
Poor Puppy. First time we came to Falls Road animal hospital for puppy shots it was great, a bit pricy but it offered 24 hr emergency care and we decided it would be a good idea to make it the regular vet. Second time we were not so lucky. Our dog escaped his crate and decided to eat pillow stuffing so I made an appointment for the next day to make sure he does not have an obstruction. Despite having an appointment I waited for 4 hours to be seen by the vet for five minutes. It did not help that they forgot about us 3 times in the examination room and then they charged $400 for inducing vomiting and an x-ray. When asked wether he actually threw up the stuffing the tech gave me exasperated look and handed me my dog leash, stomped away to be never heard of again. It was clear at that point that I would avoid this hospital for actual visits. Before finding a new vet however I needed heart worm meds and decided to buy them online from pet Meds. Unfortunatly, pet meds could not provide the medication because Falls Road hospital never bothered to verify the prescription. So based on my experience they provide really lousy service and should be avoided at all cost!!!
You get what you pay for. I made the mistake of taking my dog elsewhere to be spayed. She was sent home that same evening with no pain medication. I was told she probably would not need it. Later that evening she kept whining, and couldn’t get comfortable, I guessed she was in pain. Frantic I called the place where she was spayed, they were closed with no number for emergency contact to them. Luckily my friend gave me the number to Falls Road. I called them and was given some at home advice with the recommendation to bring her in if condition worsened or remained the same. I ended up at the hospital a few hours later. The staff was great, going over at home care, medications, and warning signs to look out for. They gave me the option of keeping her overnight, and although it was more than I had hoped to pay, I wanted the reassurance that she would be monitored by knowledgeable staff round the clock. All in all, where I thought I was saving money I didn’t, I found out that her spay would have been cheaper going there in the first place, AND they automatically keep both male ad female animals overnight. I am telling everyone I know to go here. You get what you pay for, superb care and a clear mind. Thank you Falls Road for being there when I needed you.
The staff was friendly and really seemed to care about my pe. Maybe this vet has gotten a lot worse over the past year, but when I took my animals to them about a year ago, they were wonderful. The staff was friendly and really seemed to care about my pets. The only complaint I have is the waiting time, but I only had to wait when there were people in front of me, not when nobody else was there, like some other people said. They are the only vet I know of in Maryland that treats guinea pigs and is open 24/7. Their prices for flea, tick, and hartworm medicines are actually cheaper than the vet I had been taking my dog to, so I don't know why people complain about them being so expensive. If I still lived in Maryland, I would still be taking all of my animals to them even though I live almost an hour away.
Thank you Falls Road for your wonderful service!. For everyone who thinks that Falls Road is un-ethical un-professional and uncompassionate when it comes to care and payment for our animals let me ask you when the last time you have been to the doctors or dentists? I went to a dentist for an emergency tooth ache, they charged me an emergency exam fee before I was seen. And then referred me to an oral surgeon the next day. I went there, the dentist came in looked at the x-rays quick look in my mouth and said, ok it needs to come out, I'll send someone in with a treatment plan. The plan was the receptionist to schedule my recheck and the ask how are you paying for today's visit? Taking my card running and me signing the receipt before the treatment. My point is that this is common practice anywhere you go. Don't get flustered and take it out the employees or owner. You want to blame someone blame all the people who have taken advantage of practices that they all have to start doing this. Falls Road is not only open 24 hours with a shock trauma team of employees and facility available, but they give wonderful service and care. I have yet to have a terrible experience, when I have over booked myself for that day and found myself rushed I learned not to do that again in the future. I go to Falls Road because I know that I will receive great care, my animals are happy I am happy and am relieved to know that the same Doctors will be caring for my pet in time of emergency. Thank you Falls Road for your wonderful service!
I'll be bringing my kitty here for all of her needs.. I took my new kitty here after several recommendations from friends and co-workers. My first visit wasn't the greatest. I took Josie there right after I adopted her for a checkup and I got a vet ( I won't mention names) that wasn't that great. He looked in her eyes, listened to her heart, picked her up and said "she's good". He seemed a little cold and distant, perhaps he was busy. He asked if I had questions as he was walking out the door. So when I had to bring her back I asked for another vet. I got Dr. Adkins. I REALLY like her! She was very gentle, thorough and patient. She even just stood there and asked me "do you have questions? Since this is your first kitty?" and stood and waited while I asked my questions. I was shocked! I'll be bringing my kitty here for all of her needs. :o)
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