When I saw them a few years ago, this hospital was wonderful with my animals. Took great care of them, reasonably priced, and always squeezed us in when needed. I’ve since moved and called today to request records. I was told for the full records they will be sent to the doctor for review and to make sure everything is correct. As someone who now works in this field, this is highly concerning. These are legal medical documents - these should have been “corrected” several years ago at the time of service. What are they changing on those records? Definitely left a bad taste in my mouth.
My fiancé and I recently had a sick exam and boarded our cat with CCAH and I loved the friendly staff and the environment! We boarded Tuesday- Saturday and it was a great experience. I was able to call and check in our out cat and was given updates. Although when they said that she was not eating and asked if they could give her canned cat food, nobody told me they charge extra for wet food (it’s fine, as long as my cat eats I don’t care, but better communication would have been appreciated). And I was told on the phone that as long as I was there before 11am to pick her up that I would not be charged for the full day of boarding on Saturday. This wasn’t the case when I picked her up at 10:50 that morning. I was told in person by another staff member that it was 10:30am pickup to not be charged for the full day. She said “oh no it’s always been 10:30 I’m sorry” and proceeded to charge me for 5 days instead of 4. I was a little disappointed there but what can you do. The only reason I would have preferred better communication is because I like to pay in cash and try to plan that out. I planned to pay around 80 and owed like 110 or something when I got there.
The pricing is very reasonable. I had to board my boy cat with another facility because he lacked a vaccine and exam to be boarded at CCAH. Cope creek has some of the lowest pricing there is for boarding.
Overall I love the staff and feel like my pets are taken good care of.
I had a great first interaction when setting up my appointment. I wish I could remember her name, but whoever you are, thank you. Your customer service was excellent. We spent about 20 minutes on the phone going over everything needed to get my dog established as a new patient. I explained that I had recently re-homed her from an older couple in Tennessee, that this would be her first visit, and that I was planning to schedule a spay after the initial appointment. She walked me through everything clearly and made the process easy. The earliest appointment was a month out, which I was completely fine with.
Fast forward to the week before my appointment, and the experience completely flipped.
Last Friday, I took the initiative to call and confirm my appointment time and left a voicemail. I received a callback with a voicemail confirming my appointment, so I assumed everything was set.
Then yesterday afternoon, I received another call and voicemail. I returned the call later that evening, but they were already closed, so I planned to call back the next morning.
Before I could, I received another call the following morning.
From the moment I answered, she had a noticeable tone and demeanor. Instead of simply confirming the appointment, she immediately led with frustration that they had been trying to reach me, despite the fact that I had already reached out the week prior and received confirmation. I acknowledged the missed call and tried to explain the situation, but I was repeatedly cut off. I had said “it was a little bit phone tag” and she said something along the lines of “you called once and didn’t leave voicemail”, meanwhile I couldn’t get another word in to let her know that the phone tag has been going on for a week and I’ve made two calls and one voicemail.
She started insisting I needed to contact the dog’s previous vet to have records sent over, despite me explaining both during my original call and again here that I re-homed the dog and already have physical copies of all records. I even referenced that the first person I spoke with confirmed that would be acceptable.
At one point during that, she even stopped to correct my wording when I said “rehomed,” telling me “you adopted her,” which felt completely unnecessary and antagonistic in the middle of trying to resolve an actual issue.
Instead of listening, I was met with continued pushback and told I “should have been clearer,” even though I had already explained this multiple times.
At that point, the conversation became unnecessarily confrontational. I let her know I was not comfortable with how I was being spoken to, cancelled my appointment, and ended the call.
I don’t enjoy leaving negative reviews, and I genuinely try to recognize good service when I experience it. That’s why it’s frustrating. My first interaction set a great expectation, which makes this experience even more disappointing. If this was just someone having a bad day, I totally get it. But this is not how you speak to customers, especially new ones trying to establish care and it’s honestly very discouraging.
