Middletown Veterinary Hospital

I guess this is how this vet office treats long time customers. Cant even blame it on a new employee or someone who doesnt know any better. The Practice Manager has dropped the ball. Weve been going here for years & have had issues here & there but weve overlooked them out of convenience I suppose. But now that theyre playing with our money this is the last time theyll ever get anymore out of us. Well be going elsewhere in the future. Theyve lost longtime customers. This place used to be decent but has gone downhill over the years & Im personally sick & tired of dealing with it. They seem more concerned about the money than respecting their customers. Were supposed to trust them with our pets when it seems they cant even be trusted with handling an online order for loyal customers. We recently purchased about $350-400 worth of flea medicine ($20 shipping) on their website. On April 5th (the day before we were expecting the orders to be shipped) we received an email from the Practice Manager stating that they couldnt find our account under the information used to order. I ordered under my information & I guess only my wifes information was on file there. They said they needed us to sign a waiver and/or show heartworm test results. Which I guess meant print off this form,drive it to them or ask for their fax information,which they could have just provided in their initial email. I wrote back within six minutes (figured Id hear back confirming that everything was good,but I didnt) & gave them our account information. I guess youre only supposed to order through their website with the same exact information that is on your account with them. Heres the problem thoughNowhere on the website did I see them mention this. Nowhere on their ordering screen does it mention this. They were accepting orders & not putting any sort of rules in place at the time of ordering. Theyre making it inconvenient for you afterwards. But theyre more than willing to accept hundreds of dollars & whenever they feel like getting around to shipping your orders out theyll get around to it. In the meantime your money is held hostage. Its not very comforting when a business youve used for years acts nonchalant about when youre going to get what you paid for. A few days pass,we call & are told that the only person who could help us (The Practice Manager who emailed) was not in & that theyd be in the following day. Nobody else could give any sort of help. So nobody but this one person has access to this & can help? My wife even offered to pick up the orders at that point if we can have the shipping refunded & the person on the phone (who was supposedly another manager but could do nothing to help) told her not to. At this point it wouldve been more convenient to go out of our way to pick the orders up. About 20 minutes after the phone call we received an email from the Practice Manager who wasnt in the office that day but I guess they got word that we were annoyed at the situation. Its amazing what complaining can do. Makes someone who isnt even there all of sudden reach out. But for some reason couldnt reach out prior to this. I even wrote in on their online form & asked for a manager to contact me & I never got a response. I guess maybe their Project Manager intercepted that message & this is the response we get. Glad to know weve spent years & thousands of dollars giving them our business & they cant even make a small,easily fixable situation right. In the email they confirmed that the orders would be shipped this week & that tomorrow (the day after the email) theyd give tracking info and/or ship the orders. They didnt clearly state what they meant. But I figured I would be hearing something from them. Next day comes. No email. Sent two follow-up emails. No response. If we dont hear anything back by the end of the week (4/13) with confirmation that the orders have been shipped with the tracking numbers Ill be disputing the charges & contacting the FTC if necessary.
Apr 10th, 2024

It used to be a wonderful little Veterinary service. Once they expanded into the monster that they are now it became all about the money. Very disappointing. The SPCA in New Castle is a much better choice. Much less expensive and they don't try to upsell you and they take the time to really check the animal that they don't do at Middletown
Apr 6th, 2024

Need a more efficient way for picking up our pet med orders. Why form a queue and make people wait?
Apr 5th, 2024

Apr 4th, 2024

They did the ultrasound on my frenchie but couldnt tell me how many pups. Sadly when it was time for her c section they didnt have a surgeon on duty. Called to see about getting both frenchies fixed and their price was high up there Over all good customer service
Mar 28th, 2024