I called VCA in California (the overseers of the franchise) and complained about this Covington office because:
You call their office, they pick up the phone and say, "Is this an emergency or can you hold?" I said, "I can hold" thinking it would be a 1 or 2 minute wait. 17 minutes later they had not gotten back to me! I called again and this time I said I had an emergency...I needed to make an appointment for my dog who was unable to walk. The rude receptionist actually argued with me that this was not an emergency and hung up on me! I drove 25 minutes to the facility and made the appointment in person...there wasn't a sole in the waiting room and the staff was chatting about personal problems. For an office that is handling all these emergencies it seemed very, very slow at the front desk. I did all of this because I really like Dr. Jensen as a vet.
After talking to "higher ups" at VCA in California I was met by the Operations Manager at the Covington office when I arrived for the visit for my dog. He apologized profusely and said they had a new phone system. I told him this kind of rudeness by the front desk had happened to me on many occasions (which it has) and it had nothing to do with a phone system...they have a very rude front desk staff.
I was in the middle of a long term care situation with my dog who is near the end of his life and must see a vet often to control pain. Ten days later, I called and asked that Dr. Jensen call me right away as my dog was in a lot of pain and I was thinking things had been fixed at the front desk after speaking to the Operations Manager. I was told Dr. Jensen would be back to me in 24 hours. 48 hours later I had not received a phone call from Dr. Jensen. I called again and said I had an emergency and "DON'T PUT ME ON HOLD." The front desk immediately put me on hold. SO, I got in the car and drove 25 minutes to the facility to ask for a return phone call from Dr. Jensen. Nobody could find the file on my dog who had been in just 10 days prior. After showing up in person to ask that Dr. Jensen call me, she DID call me as soon as I arrived home. She told me she had never received my first message and apologized profusely and said she knew how important it was to get back to me ASAP with my dog at this stage of his life. I believe her.
All of you will ask "Why did you keep going back?" Because I knew Dr. Jensen was setting up her own practice in Tacoma and leaving soon. She has now left and I am following her to Tacoma to what will hopefully be a much more organized and kind office. (She was not in charge of staff, etc. at Covington.) EVEN THE LONG TERM DOCTORS ARE LEAVING THE PLACE!
Do yourself a favor and don't get involved in the chaos and rudeness at Covington Vet. They will add a lot of stress to your life which few of us need when our animals are ill. There are far too many well run veterinary offices in the area. For all of you who found a kind and compassionate staff at Covington, I say, "Best of Luck. You must have been there on a rare good day when the front desk staff was feeling happy and kind...a very infrequent occurrence."