We had such a great experience at Roosevelt Station Vet Care with our dog, Kimo. He recently had a tooth removal and teeth cleaning, and the entire team was absolutely wonderful from start to finish.
Dr. Dittrich was especially amazing. She was kind, compassionate, and took the time to explain everything clearly, which made us feel very comfortable throughout the process. It meant so much that she personally called me that evening to check in on Kimo after his procedure. That level of care and thoughtfulness truly stands out, and you can tell she genuinely cares about both the animals and their owners.
Kimo was very well taken care of, and his recovery has gone very smoothly. We’re very grateful for the excellent care he received and highly recommend Roosevelt Station Vet Care to anyone looking for a caring and trustworthy veterinary team!
Just to preface, I understand that it is difficult to run a business and that people are truly invested in the care of our pets. That being said I strongly believe that if you work with pets, you should have customer service practices and protocols in place.
I was recommended to have my cats teeth cleaned and brought my cats in for teeth cleaning. On the day of, one of my cats needed two teeth removed (this was her first experience with anesthesia and her first surgery) and had surgery performed at 3:42PM (the office closes at 6PM). They additionally administered ketamine and buprenorphine at 5PM and had me pick her up at 5:30PM (the office closes at 6PM). She initially meowed at me at the clinic, and as soon as I got her home, she completely crashed. I tried calling the clinic multiple times and they were at that point closed. She was completely unresponsive to sound and touch, so unconscious that she urinated herself, and was shallow breathing with eyes open and tongue out. The discharge instructions I was given had one line about monitoring for vomiting, diarrhea or labored breathing, but this was not discussed with me during the discharge, and could be enhanced with a more detailed handout about things to look for during recover. I was in shock, traumatized and spent the entire night crying because I thought my cat was dying.
They then left a generic message the next day asking how she was, and I had left messages about her state the night before that felt like they had not been listened to. When I went in for a follow up visit, it felt like the vet tech knew that I was upset and yet they kept me in the public waiting area instead of bringing me into a room to ask me how I was feeling. So I started crying in the public waiting area, and was left there while they went back to get Dr. Dittrich. I want to uplift that Missy (front desk) was kind enough to see me crying and offer me tissues and a waiting room to sit in, but that was not offered to me by anyone else on staff that I interacted with. I then told Dr. Dittrich that I was not happy with the service, and she said she would connect with her business partner to discuss options. Two days later Dr. Dittrich called me and let me know they reviewed the chart and felt like there was nothing wrong, even though they had said to me they would not send animals home in that condition. And when I said "I did think you were going to bring back options from your conversation with your business partner", she became very hostile and yelled at me "What do you want? What are you asking for? You want the whole thing for free?" At which point, I replied "I truly thought the whole point of you checking with your business partner and reaching out to me would be to offer me a list of options, as discussed, of customer grievance plans." It could be the next annual visit for free, it could be 25% off of the services, it could be so many things, but it felt like there was no customer grievance protocol in place.
I will also acknowledge that they now have a practice manager Emily, who I felt like listened to my feedback. But when it comes to running a business, it seems simple and standard to have handouts to send families home with about when to reach out to emergency services, it seems straightforward to have customer grievance policies in place, it seems easy to train staff on when you see someone crying to offer them a room if one is available, and when I called Jason answered and asked me with a bit of hostility where I was calling from, and I was like "my house?" It just feels like the customer service has a lot of room for improvement, and I am hopeful for future customers that Emily has the support needed to create systems and protocols to make sure other clients are not treated with the same level of hostility that I encountered.
And totally minor, they no longer offer nail clipping or sanitary trims as a part of wellness checks which is a bummer.
I don't recommend. Understaffed and insufficient care. My pet has been a patient at Roosevelt Vet Care for a bit and I've decided to change care providers. I reached out to them hoping to have a doctor look at a photo of my pet who had what looked like an eye infection to hopefully get an assessment of how emergent the problem was, and make a recommendation to me about whether emergency care was required or if I could wait it out. I called them at opening in the morning and sent a photo, they told me they'd show it to a doctor and return my call. They never called. I called again in the afternoon and they said the doctor hadn't had an opportunity to look but they'd reach out when they did. I never heard back and then ended up taking my pet to the ER the next morning at 4 am out of sheer anxiety- turned out it needed to be treated quickly and they didn't bother to call me back until a day and a half later (bc they'd seen I had to take him to the ER). People deserve vets for their animals who are invested and care enough to communicate. These aren't those people in my opinion
