Animal Hospital of Rowlett

Business reply on Google

Hi Dan, We’re sorry to hear that this was your experience, but we do want to clarify a few details for accuracy. Your account was not deactivated for seeking a second opinion—we fully support that, and many of our clients do the same. When you reached out to schedule again, your account required reactivation. As part of our standard process for accounts with prior payment concerns, we require prepayment for the exam and signed estimates in advance. This helps ensure everyone is on the same page and avoids any confusion at checkout. In your case, there have been previous visits with disputed charges and services that were ultimately written off. Additionally, during recent communication, the conversation became escalated, including statements about sharing negative feedback if expectations were not met. For these reasons, we moved forward with our standard prepayment policy. You ultimately chose not to proceed with the appointment under those terms. We’ll also note that our team has gone above and beyond in the past to support your pet’s care, including securing a $1,000 grant toward surgery—something we’re only able to offer in very limited situations. We always aim to provide exce

Business reply on Google

Thank you for sharing your concerns. We genuinely care about every pet we see and understand how stressful it can be when you feel worried about your dog’s health. Because medical situations are complex and we must respect client privacy, we cannot discuss specific details of any case publicly. However, we do want to provide some general clarification for those reading. Following surgery several years ago, your pet was seen periodically and examinations at that time did not indicate respiratory distress. When you recently contacted us with new concerns and requested reimbursement, we offered several options in an effort to support you and your pet — including a complimentary re-evaluation, referral to a board-certified specialist for a second opinion, and review through our professional liability carrier so an independent party could assess whether any reimbursement or future care assistance would be appropriate. Our goal has always been to approach situations like this fairly and through the proper professional channels. When concerns move beyond medical discussion and into requests for reimbursement, they are reviewed through established professional channels so an independent pa

Business reply on Google

Pedro, I am truly sorry to read about your recent experience and that we let you down after so many years of entrusting us with Kasey’s care. Being your veterinary team for the past 8 years has meant a great deal to us, and it’s very disheartening to know this situation left you feeling unappreciated. I am personally reviewing the recorded call so that we can address the miscommunication internally and ensure this does not happen again. Regardless of how the mix-up occurred, you should have felt heard, respected, and valued. I sincerely apologize that this was not your experience. I also want to acknowledge that you did email us very close to the time you posted your review. Unfortunately, we had not yet had the opportunity to fully review your message and respond before the review appeared. We would have truly welcomed the chance to make things right with you directly. I will email you as soon as I'm able to complete my internal investigation with a followup.

Business reply on Google

We are deeply sorry for the loss of your beloved pet. We understand how devastating it is to lose a family member, especially in such an urgent and emotional situation. When you arrived, our team immediately treated your pet as an emergency case. We paused scheduled appointments to pull our doctor and nurses into the treatment area and began care right away, including placing an IV catheter, providing oxygen support, and running an emergency clotting test due to the bleeding observed. The doctor then discussed additional diagnostics and treatment—such as radiographs, lab work, and continued hospitalization—to better understand what was happening and guide care. The services performed were approved at the time, but unfortunately, the total cost ended up being more than you were able to cover. As a courtesy, our Caring for Pets Foundation covered the remaining $81 balance so that we could close your account and focus on helping you through the referral process to the emergency facility you requested. Blaming us for “caring about money” is both unfair and insulting. We work within the resources we are given, and without funding, there is only so much any veterinary team can do. While

Business reply on Google

Thank you for taking the time to leave your feedback. We’re truly sorry to hear that your recent visits have left you feeling frustrated. Providing attentive, accurate, and compassionate care—both to pets and their people—is something we take very seriously, and we regret that we didn’t meet your expectations. Regarding the situation you mentioned about the dog intending to schedule for laser surgery but requesting a laparoscopy: we’ve looked into that case, and the confusion stemmed from the appointment request that was submitted to us, not an internal error. Still, we understand how concerning that sounded, and we appreciate your attentiveness. We’ve also reviewed your other concerns with our team. While occasional mistakes can happen in any busy practice, repeated lapses are not acceptable to us either. We’re actively addressing this with the staff to ensure we’re maintaining our standards of care and professionalism at every level. Thank you again for the opportunity to care for your pet. We truly wish the best for you both. I did email you personally prior to responding to your review but did not hear back. If you would like to discuss any of these issues, I’d be happy to help

Business reply on Google

Thank you for bringing your experience with getting medication to our attention. We appreciate your feedback and will investigate the phone call recordings to identify the staff member you spoke with regarding the phone number update. We will provide additional coaching on the importance of keeping client information up to date. We sincerely apologize for the lack of check-in during the delay of your appointment. We will address this matter with our team to ensure it doesn't happen again in the future. If there is a specific pharmacy where we can call in your medication, please kindly inform us. You can reach us at [email protected]. Thank you once again for your valuable feedback. We strive to improve our services and appreciate your patience.

Business reply on Google

Mr. Dang Nguyen, When we received your google messenger inquiry about euthanasia on a pet we’ve never seen, we immediately replied. Your reason was that the dog is aggressive. A consultation should be required for a clinic to use a controlled substance to put a pet to sleep and we are baffled that this would be questioned. It is important for the licensed veterinarian assess the patient, provide counseling for a decision such as end of life, and ensure the pet has been given all opportunities for training and correction prior to euthanasia. Believe it or not, there are people who request “convenience euthanasia” when they no longer want a pet. It is our responsibility to ensure the pet’s condition, whether medical or behavioral, exists at a level that deems euthanasia as the only option. We explained the Texas laws for a VCPR (veterinary client patient relationship) and directed you to the AVMA where you could see this wasn’t a policy we set in place without guidance. We wished you the best of luck finding a facility that fits your needs. We were nothing but kind and helpful in our one communication with you 10 minutes ago. We would have loved the opportunity to have you visit our

Business reply on Google

Mrs. James, I would love to talk with you more about your experience. I am having trouble finding your name as a client in our system. Would you please email me directly so I can locate you and your patient? Christen Lynch [email protected] Edit: it’s been 2 months and we haven’t heard from you. We’d love to learn more about your experience. Please give us the opportunity to learn more. - 2/7/24

Business reply on Google

I am so sorry to hear that the groomer spent time dematting your pet rather than shaving. This is generally done at the request of the client in the grooming instructions. I am happy to discuss with her to see if there was a miscommunication about dematting rather than shaving. Please reach out to me directly at [email protected] and I am happy to work towards a solution. I am always available to help with these sorts of issues before they become a public review. Christen Lynch, Hospital Administrator

Business reply on Google

We are so sorry that we were unable to safely groom Peanut today at our facility. Our primary goal for all visits is to have a stress-free experience for all involved. Since Peanut would not tolerate the grooming, sedation would be needed. We understand your prior grooming facility would sedate Peanut for grooming without labwork, but we do not feel comfortable putting a 6+ year old pet under sedation without checking their internal health first. If we had been made aware of the need for sedation at the time of scheduling, we could have discussed other options for lab work that are less expensive than doing it the same day of grooming. We accept labs performed any vet facility within 1 year of sedation, but unfortunately have no record of labwork. We hope you find a facility that meets your needs. We are thankful nobody was injured today when we tried to get him out for grooming. Please let us know if we can help in any other way. We can certainly provide your records to a clinic of your choice, however, since we are not Peanut's regular vet all we have on file is the one exam performed in December.

Business reply on Google

I’m sorry to hear this. The receptionist was correct that 2 of our 5 doctors see pocket pets, but when we have a full schedule or they are rotating through their days off, we provide an alternative. I can assure you she wasn’t disgusted - we had the most precious rat in just the other day that we all took pictures with because he was so handsome. I’m glad she was able to give you an excellent referral to Dr. McKelroy just down the road and we hope Four Paws worked out well for you. If you have concerns about a visit from 3 years ago, don’t hesitate to reach out to me directly at [email protected] and I’m happy to try to address those for you. Sincerely, Christen Lynch Practice Manager

Business reply on Google

It is never easy to see a loved one in a crisis. The DVM team struggled en-route by phone when the nurses called with the news of Denver's arrival. We are so sorry for any misconception that we were having a spay/neuter clinic on Friday. Friday was a surgery day for other ill/critical patients who needed procedures like tumor removals (our low cost spay/neuter day is Wednesday each week). There was NEVER any question that the other surgeries scheduled would have been RE-scheduled to perform this procedure. Rather our doctor decisions/struggles were based on the DELAY of an hour before a doctor arrived at the hospital and/or transferring an UNSTABLE CRITICALLY-ILL patient later in the day for post-operative care. GDV postoperative care is usually 48 hours of intensive monitoring. These considerations were why we offered 1) an x-ray to confirm the diagnosis which was declined and recommended 2) immediate transport to the ER in Mesquite that is open 24/7/365 and fully staffed to treat emergencies such as these. Your review may be misleading to readers since we have learned that you chose to take Denver to another non-ER facility rather than the ER facility we recommended. At the secon

Business reply on Google

We are deeply saddened that Maggie's respiratory emergency resulted in her passing away. Watching a loved one struggle to breathe is extremely difficult. Treating a patient with respiratory difficulty is also difficult and must be done with care and consideration without stressing them more to breathe. We were able give Maggie sedatives to calm her, place an IV catheter for emergency access, obtain blood for a cbc and chemistry panel, take x-rays and get a STAT report from a radiologist prior to Maggie's transfer to the ER. The invoice was $731 for all of these services, not just the IV catheter. The triage we provided allowed the ER to not need to do those things and just continue supportive care for her severe broncho-pneumonia. We are grateful for their overnight care of our patients and the ability to transfer cases like Maggie's to them. Please take care. Jennifer Hurley, DVM Animal Hospital of Rowlett

Business reply on Google

We are sorry that you feel we are scammers. We do typically provide our clients with written estimates, however, since you had been a client since 2016 and had received services at the current fees previously, we didn’t anticipate confusion in our fee structure. We apologize if there was a miscommunication on our fees. Both the manager and veterinarian on duty spoke with you prior to your departure when you initially expressed your displeasure in our services. We were able to remove labs from your invoice per your request. We didn’t realize our $54 exam would be interpreted to include annual labs, nail trims, poop checks and multiple vaccinations. We regret we weren’t able to provide all services for both pets at no charge, as you requested as a solution. We would be happy to send your pet’s medical records to another facility of your choosing if you would like to email us at [email protected].

Business reply on Google

We are so sorry and honestly shocked to hear about Kookie. When we met after hours on Saturday 9-1-18, Kookie was not agreeable to our usual long, detailed exam. We were happy you waited though and are glad that we were able to work you in when your regular vet was closed. We do try to offer all clients multiple options and levels of care, when possible. When the recommendation to take Kookie to the ER was declined, the antibiotic injection and following up with your regular DVM was selected. We would very much like to know what happened and have tried to reach out to you, but had to leave a message. Please feel free to call us back if you would like and let us know if there is anything else we can do. We do offer a free grief support group monthly if you would like to attend. http://ahrdvm.com/community-services/services/community-services/pet-loss-support-group

Business reply on Google

We are happy to hear that Piper and your other kitty are both feeling better and that we were able to rule out some serious pathogens that can cause diarrhea in kittens. We also wish Piper would have better tolerated the less expensive, sub-q fluids Dr. Hurley attempted. Hospitalization for 2 days is certainly more expensive and we sympathize with the costs of unexpected veterinary treatments. We have received the email you sent our practice manager after posting your review and will address your concerns via email. We are sorry that your experience at our clinic did not meet expectations. We do hope that you received Dr. Clary's call checking in after Piper was hospitalized and that you received the get well card the team sent Piper. We will speak with you soon.

Business reply on Google

I apologize that this was not properly explained to you. We will have to train the newer staff on this issue, but we do spend a lot of time training them on what makes us different which is safety of animals in a kennel that doesn't put dogs together who don't know each other. We don't have very many people take advantage of the offer so they likely didn't know. We DO offer playtime with the clinic pets - Bo was even here today and available for play dates. Please contact [email protected] if you'd like another tour and discussion with someone who knows about the program. We are sorry for your experience and hate that you left in disgust. UPDATE: I just wanted to let you know that we did a fun staff meeting activity today where we discussed and learned some of the different offerings on our website. Hopefully this helps our entire team to be more familiar with how we word things on the website and what options are available to our clients. We hope you will come back sometime and give us another try.

Business reply on Google

We are so sorry to hear about your experience. We did reach out to you privately immediately after your review, but have not heard back at this time. Please know we are here if you would like to discuss your experience further and see if there is anything we can offer to alleviate your stress and make your experience with our clinic better. We hope your pup is doing better and that you have found answers to your medical concerns. [email protected]