Unacceptable
I had loyalty to Governor's choice, but once they were bought out by Huntsville Pet Vet, I have had many issues. The final straw was the denial of my 11 year old dog's pain medicine set up on autoship WITHOUT any notice. When we realized he was almost out, I checked the status of the order to obtain the tracking number, but it stated the the vet has placed a hold on the order. The office did NOT call me when they decided to deny the order. We had to call the office to figure out why.
When I called to express (I admit pretty harshly) that I found their actions unacceptable to deny pain medicine to a dog WITHOUT making any attempt to notify me. I was told by the woman that confirms the order that it's on the pharmacy to do that. So the service they selected failed, that's was on them to vet those places (no pun intended). Then I was told by the office manager it was my fault that I wasn't checking the status of the order. I was told by the online pharmacy that I had an autoship order, and I never received anything saying that it didn't go through. The place they use takes a while to process and ship the orders so it wasn't out of the ordinary to have to wait 10 business days for the medicine to arrive. She also said it was my fault for not contacting them sooner. They made the choice to deny the medicine on the 14th of September because my dog needed a shot. They did not call us to notify it would not be processed until WE called on the 25th. As some people know, there is a short window for autoships to be placed before medicine will run out. They couldn't take 3 minutes away from making tic toks to let us know we needed to take action in order for a new prescription to be issued.
I have had other issues with approvals not going through when my dogs were current on all blood tests and shots. When they stopped supporting Chewy and went with this subpar and overpriced pharmacy, the office did not notify me of that either. I was notified by Chewy. The autoship delivery dates are usually within a week of his medicine running out, so it's always a scramble and stressful to get it filled. They prioritized their laziness and inefficiency over our pet's health, safety, and well being. This is not the characteristics of people I can entrust my dogs' lives.
The new vet, Leah was very nice to my dog, unfortunately she joined the office too late for that to change my decision. After 6 years at this location, I have decided to go elsewhere.