After yesterday’s unfortunate experience with RAH; It’s obligatory for me to write this review. I’m truly in disbelief about it. I used to think/speak highly of RAH, but no more. Prior to moving to NJ with my pack this year; all of my 5 dogs were being seen at RAH from 23-25. Especially, my French Bulldog, Louie; who was the main reason why the change from my original vet for many years changed to RAH post Louie’s surgery. Louie’s neck/back are acting up. And I wanted it to be addressed by this office because they’re familiar with Louie since post-surgery. Since `23, all appointments were successful. However, I reached out and scheduled with the office for yesterday (day after issue presented itself). Called in at 9AM and I was informed that both 1/3PM appointments were available. And because the office was accommodating me; I stated whichever of the two appointments would be more “Ideal,” out of the two time for them. Again, it was 9AM and I specifically stated that I could drop everything and easily make it to RAH by 1PM without having any issues along the way. But no, who I spoke with stated that it actually wouldn’t be the more “Ideal,” time and 3PM would be preferred. KNOWING, I was traveling from NJ to make the appointment and that the office closed at 4PM. Of which, I had completely forgotten about since the last appointment for any of my dogs had since being patients. Most importantly, wasn’t ever brought to my attention when scheduling. And so, 1 hour into my travels; I called the office at 2PM letting them know that there was an extreme amount of traffic. I followed up at 3PM (time of appointment); to let them know that the ETA was only getting later the further onto LI I drove. Stating that I wouldn’t arrive until 4PM and that’s when the office closed. The same receptionist was made aware of this and immediately became frazzled by this information. Not knowing what to say, etc. Mind you, I’d now been in traffic with my injured Louie for 2+ hours. Pain Louie was in that the office was aware of. In return I was given a plethora of unacceptable excuses. Followed by placing me on two separate holds and only to refer me to another veterinary hospital (as per my request) and only because they closed at 6PM. Immediately, I asked if the referral was based upon recommendation or business hours? Reiterating that I’d been traveling to our appointment at RAH for the familiarity, etc. Not business hours. I could’ve stood in NJ for that matter. Again, the receptionist didn’t know what to say, etc. I contacted the referral to inquire and of course they didn’t have availability because it was now 4PM on a Friday afternoon and their office closed at 6PM. Then another receptionist followed up to see if I needed medical records, etc. sent anywhere and only because they called up me; I took the opportunity to express myself under the 100% unacceptable circumstances. I would’ve left it alone, but not after they contacted me again. Another receptionist, not knowing what to say, etc. based upon the fact that the office was knowingly in the wrong for scheduling me too late, not taking my time nor Louie’s condition into consideration. Most disheartening part about. When we were previously routine patients and paying for all of my 5 dogs vi$its; it was an entirely different experience. But now that we’re not; it’s a it’s an entirely different experience. And the saddest part was that the receptionist I spoke to with asked if I would like the message to be replied to the doctors for a return call and I stated verbatim that “I wasn’t specifically asking for a return phone call, but feel free to rely the message and if either of the doctors see fit to reach out themselves and call me; then so be it.” But that last conversation took place at 3:30PM yesterday afternoon and it’s now 12:07PM the following afternoon and no one has reached out to contact me. Very, telling. Disheartening, disappointing and diabolical.
