Customer ReviewsforDixie Animal Hospital

I had set up a reservation to board our dog while on vacation. Was told to drop her off anytime before 5:30pm. We showed up around 4:45. Doors were locked with one car in parking lot. We knocked on the door, but no answer. Around 5:35pm and male employee left the office and told us they were closed and we needed to make other arrangements. Keep in mind we were leaving in just a few hours for vacation. I called, left messages on website, left messages on **. While on vacation we received a Call and VM from Dixie, I was assuming it was a call back regarding all the messages I left. But no, it was Anna informing us that everything was ok with our dog, but that they had a issue at the office and wanted to update us about what was going on. I called back to inform her that our dog wasn’t there and how unhappy we were. She was very apologetic and nice. She explained that they had new people working and we were given the wrong information on drop off times and that many employees had Covid and they were closing down etc. She thought that the employee that left was a veterinarian and would address that with management. She was going to speak to a manager on getting us a refund for the extra vaccinations that we had to get our dog in order to board her there. I followed up with them when I returned from vacation and spoke with a manager Sara, she requested we email her our vaccination records etc. I have called, left messages and emailed multiple times with no follow up. It’s not even about the money, although that would be nice. I recommend that they make changes in the way reservations for boarding is handled. On the email that Dixie sends to clients confirming reservations, they should add the time that the pet needs be dropped off by. The email sent to us only had the date and not a time. Maybe, also add a phone call not just an email with the reminder and all the correct drop off info. Also, if pet has not arrived at the facility by a certain time maybe call to follow up that the client is still coming for boarding. I think some better procedures could be put in place, so that this could be avoided in the future.