Business ProfileforLake Mary Veterinary Clinic

***************************, the business office manager was rude, unprofessional and sarcastic when asked why it would take three weeks to a month to have my dog seen my his father's veterinary office. He then proceeded to ask me in a condescending manner if I couldn't afford the $30.00 for my dog to be seen? Almost laughing at the fact. I let him know that the vets shouldn't overbook people which then forces paying customers to pay the extra fee. Nepotism is protecting the manager.

************************* called requesting an appointment to bring in a patient for itchy skin. She was informed our appointments are fully booked until May 1st but If wanting to be seen sooner she could come in as walk-in however, there is a 30-dollar additional fee on top of exam and treatment cost. **************** at that time declared to receptionist that was price gouging and she would call the ********************* and report us. She then was transferred to myself, after being informed by my staff that she was already rude to receptionist who was attempting to help her. She began her discussion with me, by stating rudely that what we were doing was illegal and unethical. She was informed that the practice of charging more to clients who do not have appointment is in fact not illegal nor would ********************* be right place to lodge such a complaint. It is at this time she said, How do you know are you an attorney? To which I stated no but have taken several classes on law in college. I asked if she was. She said no, but her husband was. I asked if she had asked him about this allegation. This discussion continued along this vein for more several minutes during which I kept trying to get her to tell me exactly what was going on with her pet, Storm. Once she relayed what Storms problem was, I informed her that she could bring him in today without paying the work-in fee, but this would be last time we would see her or any of her pets. It is right of any business to refuse service to clients that are rude or aggressive with myself or more importantly my staff. In my experience people are often cruel and rude to staff when their pets are facing untreatable illnesses or when they are financially unable to afford the treatment required. In this situation, what was described sounded like allergy or perhaps skin infection and not a life-threatening emergency. Because of the nationwide Veterinarian shortage, we are endeavoring to treat as many patients as possible given our limited resources.