Terrible - DO NOT GO HERE!

We brought in our puppy for an initial check up and vaccine appointment. An hour later, he was vomiting uncontrollably and his face and eyes were extremely swollen from an allergic reaction. We brought him back, and after putting him on an IV and treating him with antihistamines, the vet technician told us we should have opted to give our dog benadryl before the vaccines. This was NOT communicated to us by the vet. When the vet came back into the room, we mentioned this to him, and he said that he's new and at his old practice they never administered benadryl, which is why he didn't recommend it to us. It was disturbing that the vet wasn't trained in Spot On's practices and that there was such a serious discrepancy, and as a result our dog was extremely ill.

We then asked to speak with the director of the hospital, but numerous employees claimed she was in a meeting and was too busy, even though we were waiting there for over 2 hours while our dog was being treated. Finally we spoke with a Spot On employee who submitted our claim to the vaccine company for reimbursement. She assured us that we would be reimbursed for the vaccines and the allergic reaction treatment.

Over the course of more than a month, we called repeatedly to find out about the status of our reimbursement and requesting to speak with the director, who never returned our calls. When we finally received our reimbursement check 6 weeks later (only because we kept calling) it covered the treatment but not the vaccines themselves (that caused the reaction in the first place)! Several phone calls later, repeating our story, we were unequivocally denied reimbursement.

After experiencing such a traumatic situation with our new puppy, all we needed was for Spot On to apologize and to communicate with us in a timely and respectful manner. Instead, they ignored our calls, handed off our requests to countless low-level employees, and put the blame on US for our dog’s reaction. THEY failed to standardize practices and communicate that to us. We as parents rely on vets to give us information, to communicate how best to treat our beloved pets—THEY are supposed to be the experts!

The vets at Spot On are not only negligent, they are NOT knowledgable. Outside of the vaccine incident, we called the vet about our puppy’s routine parasite diagnosis and the vet couldn’t remember what he had previously prescribed and gave us information that conflicted with his initial advice. The people here take no responsibility and we spent cumulative HOURS on hold only to get insufficient information over the phone. If you love your pet, DO NOT GO TO SPOT ON. All they care about is money, and the only thing they are good at is evading and deflecting.

Jan. 10, 2023