Due to a very bad experience with the Western Maryland Animal Hospital this past Monday and over the last two years, I feel compelled to write this report and warn others about doing business with them. I have an 8 year old German Shepherd that suffers from seizures. I moved to Cumberland, Maryland in January 2013 from Baltimore, Maryland. Since, as everyone that knows me is aware, I have 4 rescue dogs, so I need a vet where ever we live. And their health and care is number one on my list, and when it comes to Buddy and his seizures he has to have his meds or he starts cluster seizures, so getting his meds are ultra-very important! Upon moving to Cumberland, MD and searching online for the closest vet to our new home I found the Western Maryland Animal Hospital. I made an appointment for an initial exam for Buddy in March 2013. My car had broke down two days before I moved to Cumberland and I sold it cheap in a short time I have so I had no transportation. I asked the WMAH customer service representative if she knew a taxi cab company that transports dogs to and from the vet. She said I dont know! with a real bad attitude. You would think with her job she would be happy to find out for me, but it was more like I was bothering her and she had no time for my or my dogs concerns. With the appointment, everything went great, Dr. Troy Foland was very nice, knowledgable, and very easy to talk to. He said I needed to bring Buddy in once a year for an exam so he could get refills for the two medications he is on for his seizures. April 2013, I took Buddy for a followup yearly exam visit to WMAH. Everything was fine and was told to bring him back in a year for an exam. August 2013, I call WMAH to get refills on Buddys seizure medications. I was put on hold, then when the WMAH customer service representative came back on the phone I was told the medication refills would be called in. A week later I went to Wal-Mart to pick up one of the medications and was told it was not called in. I called WMAH and explained that I called refills in a week ago and they werent ready. I was put on hold and when the WMAH customer service representative came back she said the refills were on her desk and she would call them in now. They were called in then and refills filled. 12/19/14- I call WMAH to get refills of Buddys seizure medications as I have to do every three months. I was told that I had to bring Buddy in for a blood test to get refills and that she told me this back in August and I was supposed to bring him in November for the blood test. I told her no one told me such a thing and if that it was due in November why did no one contact me and let me know instead of waiting until the last minute days before Christmas? She said she was not going to argue with me. I asked her how much was the blood test. I was told the doctor was busy and she would call me back with the info. I waited an hour and called back before they closed as I wanted an answer that day so I could budget getting the test and meds cost covered. She said she would call me back that evening. About an hour later she called back and said refills were called in for Buddys medications and that the doctor would call me back to talk to me. 12/22/14- Went to Wal-Mart to pick up medication refill. Only one refill was approved. Picked up meds and then called WMAH to ask about the other refills that were supposed to be called in and the cost of the blood test. After a half hour of asking questions and getting the runaround I was told the refills would be called in and the blood test would be $89 and that Dr. Troy Foland would be calling me. I asked about making an appointment for Buddys blood test, but she told me I did not need an appointment for a blood test just to bring him in and I said I would bring him in February and she said that would be fine and she would call in his medication refills. 1/6/15- I call WMAH to put some money on my account there from my debit card for Buddys blood test. I was told that Dr. Troy Foland said I had to find a new veterinarian. I asked her why and she said that I was hard to deal with and demanding things and that Dr. Troy Foland would be calling me. Well, I have already waited for two and a half weeks for Foland to call me and he hasnt and I would like to talk to him personally. She said he was in a room. I asked her if he had been in that room for the past two and half and unable to make a five minute courtesy phone call to me? She said to tell her where to fax my vet records to. I told her I would get back to her with that info. An hour later I called her back and gave her the fax number for the LaVale Animal Hospital and she said she would fax them my records. I asked if Foland was going to call me and she said when was he supposed to call you? I said I have been waiting two and a half weeks for his call. She said we faxed your records to LaVale, we are glad you are going up there! So, this is how I was treated by the Western Maryland Animal Hospital customer service representatives and every dog owner that I have met since I moved up here in 1/13 have told me they left WMAH and went to a new vet because of how rudely they were treated. I really liked Dr. Foland too, and so did my dog friends, but how badly they were treated by the WMAH staff made them switch vets. From my experience with these people, I know the problem is not Dr. Foland. He was very nice and cordial everytime I dealt with him, but his customer service staff on the other hand leave a lot to be desired. He and I both are getting misinformation from his front desk staff and they are trying to cover their asses by blaming me. Personally, if I was him, I would fire them quick. You dont want rude, ignorant people dealing with your clientele. If anyone asks me for a reference for a vet, I will start being just like my dog friends up here in Cumberland and tell them to go somewhere else besides the Western Maryland Animal Hospital! I have come across bad customer service in businesses before like a store where the employees dont know where anything is or know anything about what you are looking for, but this is the first time I have ever dealt with a professional business with such bad, rude customer service representatives. Thankfully we have the internet these days and we can inform other people about these business before they waste their money on them. And a complaint report is being made to the Better Business Bureau and several other places. This will give them something to think about the next time they are dealing with a customer! Western Maryland Animal Hospital 11024 Old Mount Savage Road NW Cumberland, MD 21502 (301)722-5881
Posted on: Thu, 08 Jan 2015 19:09:32 +0000
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