"Up until this year I have been happy with the care and customer service at All Care; Nikki, Dr. Rojas and Dr. Irish were the reason I've stayed for many years. However, customer service has really been diminished with the continued COVID restrictions. Instead of getting to speak to a doctor, I get a phone call...but usually not even a phone call. What used to be a 45 min. appointment in my day has become several hours of my waiting at home. So I have to continue with work and when the doctor calls I'm on a phone call so I only get a voicemail message. I don't get to see the breakdown of charges...ask any questions about the immunizations, etc. When I ask the desk staff I get an email 30 mins later with a breakdown of charges and they are unable to answer many questions. Yesterday my dog was there for over 4 hours. They would not tell me if his care was complete until I "decided on a package." I felt like they were holding my pet hostage until I made a decision between Gold and Platinum--ridiculous. And what was my dog doing for 4 hours? I bet he wasn't running around playing, my guess is he was in a cage just waiting. That is not the level of care or customer service I'm looking for and I'm willing to pay more if it means I get a more personal service. I understand COVID precautions...I see physicians taking them all the time. But, my dentist, dermatologist, gynecologist, family practice provider, etc. all manage to provide care in person, with safeguards. My dermatologist even does e-visits with a face-to-face zoom call so I can communicate with my provider. While I'm sure its much more convenient for the doctors and staff to not have to deal with pet owners in person, its not convenient for me, and it's not the level of service I seek. The price has remained the same but the service level has dropped. I respect your decisions as a business owner but all I can do as a consumer is choose to spend my disposable income on pet care somewhere I feel that I am getting a satisfactory level of care and service for the money. "
- Lori Smith