Animal Veterinary Hospital of Orlando

The staffing here works very hard and truly cares for the well being of your pet. Phillip is absolutely exceptional, he is very thorough and kind! Dr Bruce is the real deal when it comes to pet care, he will get your pet exactly what they need, very professional, and will tell you what you need to know without cutting any corners. He's very honest with the best intentions to get your pet feeling happy and healthy.

This isn't an issue about poor bedside manner, the toxicity at this place is borderline abusive. We've stuck with them over the years because their knowledge is good, but my god. If your work involves talking to people, take a class on how to speak to people. Abusive demeanor breeds abusive demeanor -- it starts with the main vet down to the front desk. Susan at the front desk literally said today "you should have friends who can drive," "well, you should have thought about that," "you are not special," "you are interrupting a euthanasia," "I cannot deal with you anymore." The situation we discussed is irrelevant. Never should a customer service person belittle the customer. I'm thrilled to leave this business.

I am following up on the review left by Sandra Fernandez as I was also in the room listening to the call. Unfortunately, the response from the clinic was not accurate. As my sister stated, our father doesn’t have a Google account. In fact, if you ask him about Google you’ll know quickly that he doesn’t and never will. Also we are the pet owners. This is a family pet. I’ve been in the office many times with my pet. We have brought all of our pets here and one was even euthanized at the office. And it now breaks my heart to know that I trusted them enough to do this. I was in the room there with him when he passed because we are the owners of the pet. Actually they are our family, we don’t own any living being. So that compassion should extend to all pet owners and not sure where the context that we are not owners came from. Susan was rude and aggressive and did make those statements. It was clear she was annoyed from the get-go. My sister was shamed for being a bad pet parent. We are in a very precarious situation as we are also caregivers for our parents but our careers have us live far away. We fly down to take our cat to all her visits. Also, please do not share publicly our location as that is not safe. My sister explained to Susan our situation and she immediately started shaming us. She stated how she also needs to drive a friend with COPD and how she injured herself and went on making it clear that our unique situation was moot. I hold of utmost regard our integrity and honesty. My entire field of practice is in mental health and empathy for us was greatly lacking. There was never any yelling that occurred, so please do not lie. My sister did offer to bring in our cat soon as she was back in Orlando, but ask to please provide a limited refill and made it clear our pet would die if she didn’t have it. She got the coldest “sorry” when stating multiple times, “please our cat will die.” That compassion was never extended to us. There was no repeated calling back. When my sister was on hold she was either hung up on or the call dropped. When she tried calling back it was silent and she kept saying “hello” and immediately said she was ok being on hold. Yes, all those words were stated including interrupting a euthanasia again as a way to shame. Having been in the office multiple times there are some amazing staff members especially two young gentlemen that work there; however, turnover seems to be an issue. I have been there when the vet has walked out to yell (aggressively) at his staff in front of everyone in the waiting room. Even the care for my cat had diminished as I am not sure if the vet is burnout but he has also spoken very rudely and my cat has been helped because of the amazing vet techs who went out of their way to provide her care when the vet got annoyed at my pet. Yes, she is feisty but she’s a cat and it’s normal. I’m saddened by this because nothing matters more to me than the welfare of my family members (pet and human). My sister left that call with Susan crying. I’m heartbroken of the trust I place here because I never want to fail my beautiful animals. I’m saddened by the aggression and dishonesty of the reply. But I do thank those who are truly kind in the office and also saddened that I’ve had to see them be yelled at. I wish this could have been resolved amicably but the aggressive, dishonest response did not help. I love my family and will always make sure they are healthy.

Please see the defensive responses on any 1-star review as the perfect example of how the adults in this business turn into children when legitimately called out. You are good at your job, and you make mistakes, particularly when speaking to people. Find a way to say "our goal is to provide the best customer service and here we missed the mark" not "no, you're the worst!" I promise you, it will make this place actually better. Best of luck. And, no, the young guy playing guitar who gave you a 5-star review is not my disabled father who does not have a google account.

Dr. Bruce and his staff are so caring and great with my chameleon Yoda. He's knowledgeable and gives helpful advice. Takes the time to go over husbandry carefully. Affordable as well. Can't thank them enough.