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October 2024 by Kelly Lett
UPDATE 9/30/24: IT WASN"T ONE BAD APPLE THE PROBLEM WITH PROFESSIONALISM IS TOP DOWN. DR. IMLAY IS THE PROBLEM.
I just had the most unprofessional phone call I have ever experienced in my entire life from the primary doctor at Animal Health Associates. Dr. Imlay called me to "talk about the experience I had reported" he then told me that he didn't know what I had experienced, but that I was wrong and misinterpreted Kendall's behavior. When I tried to say that no I did not, and I was very clear about what had happened he quite literally started yelling over me "NOPE! NOPE! NO YOU CANNOT. NO YOU CANNOT." Then the head vet says "Here's what's going to happen you can either leave and go somewhere else or you can delete the comment you left on our Facebook page." I attempted to talk to him about the two separate occasions where Kendall had been an embarrassing, unprofessional front to his business, but he yelled over me, tried to dictate my actions and then hung the phone up on me.
One bad apple spoils the bunch. In this case the bad apple is a receptionist names Kendall. At least that is what she told me her name was, though I have no real way of knowing, so here is a physical description. She has long curly dirty blonde hair, blue eyes, and a round face. I don't trust she told me her name because she has been so unprofessional to me the two times I have encountered her.
It started when I went in to see about getting some more prescription food for my cat, only to be told that they were out of what I needed. Kendall told me I should just use store bought food for now. I replied that wouldn't work because she has been on the special food for two weeks and in two days she was due to come back in to see if the food was working, so it would be counter-productive to give her regular food two days before her checkup appointment. This is where her entire demeanor changed.
Kendall stopped making eye contact and became short with me. She said she would go check in back for any more of the sample they had given me two weeks prior. I thanked her. Then started to say that it didn't need to be a big bag, just enough to get me through two days. BUT with her back turned to me, she interrupted me and snapped "I'm going to check!"
Kendall returned with a ziplock baggie of food, TOSSED IT ON THE COUNTER AT ME. Did not look at me, headed to a computer away from where I was standing and said "Here's some more." Then kept her back to me until I left.
Two days later I returned with my cat. I waited patiently for my turn. Kendall finished what she was doing, looked at me and said "Who do you have?"
I said "Good morning, how are you today?" She snapped fine with an eye roll and then asked again the name of my pet.
After a pleasant visit with the vet I headed to the checkout and asked about purchasing the food. Kendall did everything she could to avoid eye contact, she never once smiled or showed any pleasantries. I got the information from her, handed over my card, she ran it and once and tossed it on the counter avoiding handing it back, smiling or anything nice. She then printed the receipt and said to me "There's that."
I stood and waited. It was only my second time there, I did not know if there was anything more. She did not indicated we were done in any way such as saying you're all set, or have a nice day.
Finally, after waiting in silence she did look up and say "You're all set." I said "Am I? I didn't know. Thank you." I started to fold the receipt, she found a reason to walk away from me.
As she was walking away it was me who said "Have a nice day." And then something strange happened. Kendall paused. Her back was to me, she did not turn around, she did not wish me a good day
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September 2024 by TheElusiveSquirrel
Dr Imlay might be one of the rudest professionals I’ve ever met. Constantly talking down and having an attitude. This place has had a MASSIVE drop in customer service over the last year. I suggest going else where in town. They also were consistently late in providing refills for routine medicine.
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September 2024 by Sarah Hodges
I use this clinic for my goats and they are amazing! Clean office, friendly staff, good prices, and knowledgeable vets that clearly love animals. They've been available for me after hours for emergencies and are easy to get ahold of and communicate with. Dr. Martin is great!
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July 2024 by Sneakichu
Love this place they are awesome!
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July 2024 by John Dougherty
I will just give the facts...been customer for over 5 years, never been late on a bill and never not paid a bill. My oldest dog got his ear torn and called for an appointment and also asked if they could bill me since I don't get paid til the first. They checked with DR and it said need at least half down. I have also noticed that over the past 3 years there customer service has really gone down, very cold and unfriendly, mostly like they are doing you a favor by being bothered by you.
I worked for a vet from 9th-12th grade and again when I got out of the military, so I know how a good vet is run.
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July 2024 by Allison Alford
I brought my guinea pig in because she stopped eating and was acting very lethargic, and the vet told me that she was perfectly healthy. He trimmed her teeth and sent me home with critical care, but my guinea pig continued to decline and was clearly not okay. The vet did not seem concerned that she would refuse to eat, which is a very bad sign in guinea pigs and indicates something is wrong. Unfortunately, she passed away three days later :( I mostly go here to trim my guinea pigs nails, and she got ill two days after getting her nails done, and it makes me wonder if the environment or one of the other animals got her sick. She was perfectly healthy beforehand, and now I do not want to go back.
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June 2024 by Rebecca Speese
I have been taking my two pets to Animal Health Associates for over three years. Typically, I see different vets, but today I had the misfortune of seeing Dr. Imlay. My dog has been suffering from recurring infections due to a foreign body in his neck for four months. He has had appointments on 2/8/24, 3/26/24, 4/4/24, 5/3/24, 5/17/24, 6/12/24, and today, 6/19/24, was supposed to be his surgery day for this ongoing issue. The infections have caused my dog incredible pain, as documented in his medical records.
During the appointment on 5/3/24, another vet advised that surgery would be necessary if the third round of antibiotics and steroids did not solve the issue. The infection returned by the week of 6/12/24, and my dog was brought back in for a recheck. A different vet that day initially tried to prescribe antibiotics for the fourth time. However, I insisted on scheduling the surgery, as previously advised, to address the foreign body causing the infections. Despite my concerns, the vet insisted on giving the antibiotics, arguing that the infection would subside, making it difficult to locate the foreign body for surgery.
The surgery was then scheduled for 6/19/24. Upon arrival, my dog was in the clinic for less than 10 minutes when I received a call from Dr. Alex Imlay, who was abrasive from the start. He informed me that he would not perform the surgery because he could not see or feel the foreign body, claiming it would be malpractice to proceed. My dog's chart from a previous appointment noted, "We will likely need to explore that spot surgically to check for foreign body." Dr. Imlay then made an inappropriate comment about God curing my dog, despite the ongoing antibiotics.
I asked if the vet who recommended the surgery was still employed there, and Dr. Imlay confirmed she was. I then went to pick up my dog. At the clinic, I requested to speak with the vet who had advised surgery, but she was not available. I asked the receptionist to leave a note for her to call me the next day. The receptionist informed me that I owed $30 for a recheck. I questioned this charge, as no action had been taken to address my dog's issue. Dr. Imlay then approached with a rude attitude, telling me to take my records and leave. He berated me publicly in front of staff and customers, insisting I did not understand the situation despite my attempts to explain.
I have always followed the care plan and paid on time, never encountering conflicts until today with Dr. Imlay. It is irresponsible to create a care plan for a suffering animal and then refuse to follow through. It is also disrespectful for a vet to treat a long-standing customer poorly. Pet owners should feel comfortable advocating for their pets, as they know them best. A vet should listen to and address these concerns.
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June 2024 by Skye Konsdorf
If I could give them less than one star I would.We brought our Winner dog Chihuahua mixed in there on Mother's Day 2 years ago. From then on, when we took her in there, they kept telling us they didn't know what it was a week later. They kept her then from there. 2 days later she stays in her home. She died under the kitchen table. And then before she died like a week, they told us what she had now. My cat perfectly good health. Good age, everything. Gotta have a shattered leg because he keeps sleeping underneath cars. So we had to put him down because yeah, then from there on. My grandmother has heard a cocker spaniel. Chihuahua winner dog mix. Now he's in there. It took them months to figure out what's wrong with him from that point on. Today my Grandma just took him in there and now they're saying he has cancer. Even though if it was there when he started losing all that weight, you should have checked his lungs. I will not bring my dog back there again.These guys are stupid.Have no clue what they're doing. Also my uncles black and white cat zippy. 4 animals and all these fools can say is we don't know what wrong with them.
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May 2024 by Steph Beltinck
Dr. Imlay ??
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April 2024 by Constance Wing
These guys have been our vet for 12 years. Can I tell you they treat us today like we just started going. They always take great care of my fur babies. It was a Saturday today and they were still amazing to my esmae
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April 2024 by chris levandowski
Very knowledgable and friendly staff.
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April 2024 by jessica harrison
Very unprofessional. Appalling how rude the front desk was. Not only was the office terrible but the veterinary advice I was given was inaccurate and was toxic toward my dog.
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January 2024 by Michaela Strohl
We took our 12 year old golden/lab in yesterday to be seen. He collapsed Sunday evening outside and could not hold himself up. We took him in as soon as they could see him Monday morning. We told them everything that had happened in the last 24 hours plus symptoms that have occurred over the last year. While she was checking him over, he flinched a couple of times when she pressed around his groin/stomach area. This was odd because we could touch him anywhere, but we just assumed maybe it was because he hadn't went pee because he couldn't walk. The vet insisted on an xray to look for a slipped disc, after the xrays showed no sign of this she proceeded to tell us there was a chance it we couldn't see one on the xray....?????!! And that his bladder didn't look too big, so that theory was out. Then she went on to tell us about his blood results and seemed concerned for a moment. His kidney numbers were elevated and she wanted him to be on an antibiotic and steroid, and told us to give it with food (after we told her he was refusing to eat) and his red and white blood cells were a little off. She didn't tell us what could be causing this just that he needed more fluids and we told her he drinks plenty of water daily. They made him walk, which we thought may have been a good sign, but he still looked so weak and in a great amount of pain.We got him home and he could barely make it into the house. He laid where we left him for the remainder of the day and could not get up. He refused water and food, therefore, the meds as well. He passed this morning and he was suffering. I wish our concerns would've been taken a little more serious. We were planning on bringing him back in today to be put to sleep because we just knew...trust your gut. You know your pet better than anyone else and we knew he was not okay.
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January 2024 by Meagan Lintz
Animal Health Associates has earned our business for both our livestock (cows, pigs, goats) and pet (dogs, cats) needs. I had been searching for almost a year for a livestock veterinarian, and somehow stumbled across Animal Health Associates. The lady that I first talked to back in October was so helpful and answered all of my questions. It was extremely reasonably priced for the vet to come out to our farm and establish care for our 3 cows, 3 pigs, and 2 goats. It was simple to get the prescriptions we needed to order supplies from Valley Vet. The vet also did an awesome job when I asked about false positive Bovine Leukemia Virus results in baby calves. We had recently had a 6 week old calf test positive for BLV. Shortly thereafter, we had a stray kitten show up at our house, and we wanted to make sure she was FeLV- before introducing her to our other cats. The vet that tested our kitten was warning me about false FeLV+ results in kittens (she tested FeLV-, so it wasn't a concern), but that got me wondering if our calf could also potentially be false BLV+. Our vet at Animal Health Associates did an awesome job of letting us know she wasn't sure if it worked the same way in baby calves, but that she would look into it and get back to me. Sure enough, later that day I had a voicemail follow-up from the vet with my answer (it does work the same, and we'll be retesting our calf in February for BLV once she's 6 months old). Today, Animal Health Associates was awesome again, when our kitten got her tail stuck in the couch. Our regular pet vet wouldn't see her, even though it was during their regular business hours. After calling around to a lot of different places with no luck, we finally decided to at least get her seen by the TSC vet. We were thinking her tail was partially degloved and broken, and needed someone to at least look at it and give us advice. While waiting at the Midland TSC, I thought of Animal Health Associates, and gave them a call. It was after hours by this time, but they were more than willing to come in to see her on an emergency visit. The TSC vet was able to get a better look at her with multiple hands on deck, and it turned out that our poor kitten was going to need her tail amputated, since it wasn't just partially degloved and broken. It was barely hanging on by a thread. So we drove to Mt. Pleasant to get our sweet Cleo in as soon as possible. We'll be picking her up in the morning, and we'll be getting all of our dogs and cats set up with regular checkups at Animal Health Associates. They've 100% earned our business and shown that they care about their patients, while our past vet has shown us the complete opposite over the last two years. I'm happy to have found a vet that cares about our animals like we do. Thank you, Animal Health Associates. I'll be recommending you guys to any of my friends with livestock or pets. After today's emergency, I know we can count on you when we need it most.
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January 2024 by Nancy P.
A.H.A . Are the best. Over many years I have brought anyone of 17 cats in for a variety of illnesses large and small . We were met with such caring and kindness and expert medical attention and iam not an easy person to work with when my cats are concerned. Every person from top to bottom are there to provide the best care possible with smiles and time to listen. Thank you A H A.
