After bringing our Yorkie here during his first two years, a break, and later an additional two years, we have completely given up on this practice.
Dr. Brianna Campbell was our Yorkie's first vet, provided excellent general care and, more importantly, also provided a referral for specialized tests and acute care. Though this practice's fees have been higher than other practices, we stayed as long as we can, left, and returned as we have been greatly indebted to Dr. Campbell for her concern, care, and referral during our Yorkie's younger days. However, when we arrived for our March 25,2022 9:40 a.m. appointment, we discovered that Dr. Campbell no longer practices here, a great disappointment; she is now practicing at Midland Animal Clinic in Poway.
The absence of a preferred vet, or a preferred doctor for humans, is not, in general, a basis for discontinuance of patronage of a practice; however, this practice's office and vet support verges on incompetence and cannot be overlooked.
On Thursday, March 24,2022 at 9:12 a.m., we received a reminder text for the next day's appointment, "Cxxxxxx has appts (sic) with us, please arrive Fri, Mar 25 8:00 AM to 8:30 AM. Please reply 'confirm' or call *******400 San Marcos Veterinary Clinic." Thinking the time mentioned in the text is too early for a 9:40 a.m. appointment, we immediately called to confirm a 8:00 a.m. to 8:30 a.m. next day arrival time but only received a long HOLD after the menu selection, similar to the long HOLDs or an answering service the previous four weeks. We arrived at 8:30 a.m. on the appointed day but two surprised receptionists told us that we were TOO early. We showed a receptionist the previous day's text. Though the receptionist explained that there were problems with its texting system and offered to hold our Yorkie for an hour, we decided to return in an hour. After the appointment, we discovered that the practice opens at 9 a.m. on Fridays.
Our appointment was for an exam and an annual sedated teeth cleaning. Last year, the sedated teeth cleaning was $400 plus medication costs during another procedure. However, on Friday's estimate, the sedated teeth cleaning is $799.00 for a "Gold Package" on the "Low Amount" estimate column. We immediately pointed out to the vet technician providing the estimate that we had paid only $400.00 last year and that the office forms that we had only earlier initialed list only $450.00 for a sedated teeth cleaning. The vet technician returned with a new estimate of $450.00 but ADDED $85.00 for "Fluids, IV" and $100.00 for "IDEXX YOUNG WELLNESS" on the "Low Amount" estimate column. We questioned the "IDEXX YOUNG WELLNESS" and requested that the service be removed from the estimate. The vet technician adamantly refused and replied that she cannot remove the "IDEXX YOUNG WELLNESS" service (for an almost 8 year old Yorkie).
Noticing that the office cannot properly handle an appointment reminder or that a vet technician cannot discern our Yorkie's age, we subsequently only paid for the exam.
Oddly, yesterday, March 28,12:39 p.m., we received a voicemail from the practice, "... checking how Caxxxxx is doing after the teeth cleaning on Friday. Please give us a call for an update to see how he's doing..." After hearing the unusual voicemail, we immediately checked our credit card charges online for a sedated teeth cleaning. No charge, so far.
In closing, Dr. Campbell easily earned five stars when she practiced here; however, the office and vet support is dismal, earning 0, if not negative, stars. Please carefully examine your appointment times and closely examine your estimates or, better, please look elsewhere.