Avoid at all costs:
- Failure to manage medical records and multiple mistakes
- Overcharging and ‘accidental’ charges added to bill
- Failed to send prescription to pharmacy as promised, leaving our dog without pain relief
- Treatment given was not effective and grossly under-treated our poor little dog who remains in pain and suffering
I was recommended this vet by a client, but unfortunately, our overall experience was disappointing. There were multiple instances of sloppiness, overcharging, and inadequate management of our dog’s pain and discomfort. Initially, things looked promising. We were able to get a same-day appointment and were directed to a private room for our anxious dog.
Communication was frustrating. At times it felt like they were addressing my mother rather than me, the owner. My mother does not know our dog well, having met her only twice. Age does not equal authority, and our concerns about our dog’s lack of sleep and appetite were not addressed at the appointment despite me bringing it up.
Billing was another issue. We received an estimate that was already high, but at payment, the total was $100 higher due to errors, including an item we did not receive and an incorrect medication. A tiny discount (unspecified at the point of offer, but it was $8 when I looked) was offered as an apology, which felt insulting. The ‘highest estimate’ should reflect the maximum a client might be charged, and billing errors should not be passed on to the client.
Pain management was entirely inadequate. Our dog was prescribed only three days of weak pain medication and remained in too much discomfort to eat, sleep, or potty normally. Follow-up calls were met with dismissive responses, such as “just give it till Monday,” despite our urgency. Refills and new prescriptions were eventually provided, but there was pushback about sending them out of house, and the cost was exorbitant in-house. We ended up pushing them to get 2 drugs sent to Costco for pickup, but they still charged us $105.16 for Entyce medication that is $78.69 for the same amount and dose on the Chewy Pharmacy.
When we went to pickup the Costco prescription, we were told they had in fact never sent the prescription over, and our dog is now without pain relief thanks to the staff at Noah’s Ark who must really hate animals and are happy to see them suffer. The price gouging on medication is entirely unethical, and refusing when you want your prescriptions sent to another pharmacy is anti-competition and frankly un-American. I expect all the money we’ve spent at Noah’s Ark to be returned to me, or I will file a chargeback with my bank given they have utterly failed to deliver any competent of the service properly.
Basic administrative errors compounded the frustration. Despite having scanned and sent all her medical history months prior, they requested paper records that were incomplete - then acted confused when paperwork they needed was not present. The portal even has her date of birth wrong, suggesting the records were not properly reviewed.
Overall, during a stressful time for both our dog and us, this clinic did not meet basic standards of care or service. Once our dog is stabilised, we will be transferring her care elsewhere and will inform the client who recommended this vet about our experience. We saw Dr. Coleman, and I believe his dog usually sees Dr Orengo(?), so maybe that makes a difference, but that sloppy and actively dangerous admin suggests it’s a clinic wide issue.
