Horrible customer service

We have been going to Cleveland Heights for about 2 years now and while the doctors are great the overall customer service is extremely lacking. While we completely understand we are in very challenging times with COVID-19 I would think that is when your customer service would have the opportunity to shine and help customers. Just to try to schedule appointments has been an almost impossible task as when you call the phone number it just rings with no answer and no opportunity to leave a message.. It took us three weeks of calling 2 or 3 times a week before we were lucky enough to have someone answer. Then, when we give full upfront disclosure that our dog can be a hand full, this information is never relayed the day of the appointment. Next, we are asked to show up at least 10 min early for our appointment (in this case 3:10 PM) we promptly arrive at 2:57 and we call the office after we park. We were told that a nurse would be calling us back. I did not get a call back until 3:48 and even then, it was just to have another nurse or receptionist ask if her eating patterns have changed. Durring both instances we reminded them that our dog is going to be a hand full and asked if we should take any additional measures, nothing. A nurse did not come out for our dog until 4:01 PM. If this was a one time incident we can put this behind us and move on but this has been a solid and established pattern for this clinic. Beware and plan too wait alot.....

Jul. 01, 2020