Even their rating on Angie's List is poor; enough said right there.
Due to the assistant manager's unbelievable behavior, Sherman Oaks Veterinary Group was THE WORSE customer service experience I have had. I had gone in the night before to book the appointment, and explained to this other woman that I just moved to the area and wanted to bring one of my cats in the following day. I also mentioned that I needed them to trim his front claws and apply soft paw caps on them. She said no problem.
So I got there 20 minutes early the following day, and the assistant manager was nice and friendly to begin with. So before i actually saw the doctor, there was chaos after chaos. I was led into the room, and waited in there for about 30 minutes because they forgot all about me. Then one woman figured it out, said sorry, and told me the doctor would be with me "later". Ohhhkay...
I popped my head out the door and asked one of the staff if my cat's papers from the old vet office came in through the fax, and she said no. I called the old vet and scolded them and asked they re-send it. Then after my call that same woman came back and told me she did have the fax after all. Wow...
Then I waited some more, the doctor came in (she was fine, no complaints there) and after the doctor left another woman came in with the statement showing the charges I would have to pay: $20 to have the front claws trimmed and $35 to glue plastic caps over his front claws!!! I laughed, said no way, and explained that nobody deserves to earn $50 for a task that would take 3-5 minutes tops. Then I asked her if they would at least show me how to do it, since I was a new client, and explained I would like to do this on my own. So she went to see what could be done and came back telling me they would trim the claws for free, and not charge me for the soft paws and she said they would show me how. It took a little longer because I accidentally glued one to my cat's fur, and they had to shave it off. One of the two girls in there helping me (they were both nice) left the room, and the assistant office manager came in and said I would have to pay the $35. I told her that the other woman told me that I didn't have to, and it was clear this place DOES NOT communicate well, and I knew right from that moment I would not be taking my cat back to a place where they don't communicate or where staff don't know the policy. I told the woman tough crap, said she can bill me all she wants, but I wasn't going to pay because had someone told me the real policy, I would have passed and watched a Youtube video to figure out how to do it on my own. Then the assistant manager talked down to me, and was rude. I spoke back to her the same way. At that point i didn't care. She was rude, ignorant, and they don't value their customers.
Just to be clear, I have owned my own business, and one time a customer service rep misquoted a price to a new client of $1200 less. I told the customer it was a mistake and what the real charge was, and he said "but your person told me otherwise and had I known I may not have had the work done". I told him I understood, and I let him pay the price that was quoted to him because it was ultimately MY FAULT for not properly training my red. This nasty assistant manager clearly didn't train that other woman, and she still expected me to pay up. And I don't care if the price was a dollar; its the principal of the matter.
This place sucks. It is a joke. Really? $20 to clip claws in a 30 second job? That's like going to get your hair cut and the stylist says "I charge $20 to sweep the clippings off your neck".
There are other reviews on here that say they are a rip off. I learned this first-hand. Get quotes before you to to this scam of a place. I'm going to call the head office manager on Monday. Ridiculous.
Sherman Oaks Veterinary Group Reviews
Even their rating on Angie's List is poor; enough said right there.
Due to the assistant manager's unbelievable behavior, Sherman Oaks Veterinary Group was THE WORSE customer service experience I have had. I had gone in the night before to book the appointment, and explained to this other woman that I just moved to the area and wanted to bring one of my cats in the following day. I also mentioned that I needed them to trim his front claws and apply soft paw caps on them. She said no problem.
So I got there 20 minutes early the following day, and the assistant manager was nice and friendly to begin with. So before i actually saw the doctor, there was chaos after chaos. I was led into the room, and waited in there for about 30 minutes because they forgot all about me. Then one woman figured it out, said sorry, and told me the doctor would be with me "later". Ohhhkay...
I popped my head out the door and asked one of the staff if my cat's papers from the old vet office came in through the fax, and she said no. I called the old vet and scolded them and asked they re-send it. Then after my call that same woman came back and told me she did have the fax after all. Wow...
Then I waited some more, the doctor came in (she was fine, no complaints there) and after the doctor left another woman came in with the statement showing the charges I would have to pay: $20 to have the front claws trimmed and $35 to glue plastic caps over his front claws!!! I laughed, said no way, and explained that nobody deserves to earn $50 for a task that would take 3-5 minutes tops. Then I asked her if they would at least show me how to do it, since I was a new client, and explained I would like to do this on my own. So she went to see what could be done and came back telling me they would trim the claws for free, and not charge me for the soft paws and she said they would show me how. It took a little longer because I accidentally glued one to my cat's fur, and they had to shave it off. One of the two girls in there helping me (they were both nice) left the room, and the assistant office manager came in and said I would have to pay the $35. I told her that the other woman told me that I didn't have to, and it was clear this place DOES NOT communicate well, and I knew right from that moment I would not be taking my cat back to a place where they don't communicate or where staff don't know the policy. I told the woman tough crap, said she can bill me all she wants, but I wasn't going to pay because had someone told me the real policy, I would have passed and watched a Youtube video to figure out how to do it on my own. Then the assistant manager talked down to me, and was rude. I spoke back to her the same way. At that point i didn't care. She was rude, ignorant, and they don't value their customers.
Just to be clear, I have owned my own business, and one time a customer service rep misquoted a price to a new client of $1200 less. I told the customer it was a mistake and what the real charge was, and he said "but your person told me otherwise and had I known I may not have had the work done". I told him I understood, and I let him pay the price that was quoted to him because it was ultimately MY FAULT for not properly training my red. This nasty assistant manager clearly didn't train that other woman, and she still expected me to pay up. And I don't care if the price was a dollar; its the principal of the matter.
This place sucks. It is a joke. Really? $20 to clip claws in a 30 second job? That's like going to get your hair cut and the stylist says "I charge $20 to sweep the clippings off your neck".
There are other reviews on here that say they are a rip off. I learned this first-hand. Get quotes before you to to this scam of a place. I'm going to call the head office manager on Monday. Ridiculous.