AWFUL! AVOID LIKE THE PLAGUE

TLDR: no follow up on lab results for weeks on end despite countless calls, refused to refund me and Dr. lied to me to try to save face.

Oh man, do not EVER go here.... they are negligent, mean liars. I brought my dog in because she was having diarrhea, and brought in a stool sample in case they needed it. They charged me $70 for the lab test, but never gave me my results. After a week, I called to check in and they said they didn't have my number on file (???? I filled out all the paperwork initially). I give my number to them and they said they would call me back the next day to let me know about the test results. Another week goes by, I call again and leave a voicemail. No response yet again. ANOTHER week goes by and I call again and talk to Natalie who tells me she will look into it and assured me she would call me by the end of the day.

At this point, I just want a refund for the lab test as my dog is totally fine. It's been almost 3 weeks, and there's literally no need for the labs anymore. At the end of the day, no call from Natalie (who promised a call back) and when I call again they say she's gone home for the day. The other lady I spoke with was told me they would call me the next day, and I wouldn't take that for an answer anymore as I know that was a lie. She incredibly unprofessional and quite rude, and hung up on me. They wouldn't pick up my calls after that so I went into the office in person. The girl at the front desk finally was able to get my lab results, and had the manager look it up for me.

Apparently, the lab processed the stool and uploaded the results, but since they didn't get the fax notification they didn't know the results were in and didn't update me. However, I called numerous times and asked them to check the results, so even if they didn't get a notification, they still could have looked it up for me? The different girl in the front desk was also extremely unprofessional and condescending, even clicking her teeth and calling me "sweetie". They refused my refund and kept saying it was the lab's fault and taking no responsibility. While I understand sometimes mistakes happen, this clinics complete disregard for professionalism is appalling.

The only one with any sense of proper decorum was Dr. Hu, as she finally called me once I got home. Dr. Hu told me typically if I don't hear back within two days for lab tests, to call in and check in on it, which I did countless times. However, she straight up lied to me too when I told her what happened with her staff and she said the person that I dealt with was no longer with them, despite the fact I just left her office and this incident happened less than 10 minutes before. Even though Dr. Hu lied to me, she at least maintained civility and competence.

This clinic is not worth taking your pet too-- imagine something was actually wrong with my dog and she had parasites. To go weeks being brushed off and blatantly ignored and lied to is absolutely unacceptable. DO NOT GO TO TEMPLE CITY ANIMAL HOSPITAL. They are actually the worst. For the safety of your animals and the safety of your wallet, go anywhere else I beg you.

Jan. 03, 2022