Business ProfileforAuburn Valley Animal Clinic

We brought our dog Winnie **** starting in 2023. We liked the staff and had a good experience until we had an appointment scheduled in December 2023 w**** we no showed because we never received a phone call or email reminder. When the person called me to ask if I was still coming (25 minutes late into the appointment as it was) I told her I assumed they would have given me a call to remind me I had the appointment. I got several excuses like "well back several years ago we didn't do that" and I had to remind her my appointment was not several years ago and asked what the policy was at the time and then when she said it was something they did but only if we had an email on file (which we did). She was going to check with the office manager to see if it never sent to us (I am happy to confirm it never did and told her at the time it never did) and to have the office manager call me if they had concerns or questions but we were responsible for paying the no show fee unless it's waived. Never heard back and assumed they had taken responsibility for their mistake. We moved out of state (which they were aware of) and shockingly, ****** called us withholding our dog's heart guard prescription medication until we pay this no show fee. If the policy is we should have received a reminder email 24 hours before our appointment, then I expect to not have to pay a no show fee when that never happened. If the office manager can provide proof that t**** was an email sent to us with a reminder of the appointment 24 hours in advance, I'd be happy to pay the no show fee. I have searched my spam and junk folder and t**** is nothing t****.