My cat Katniss passed away this past week and I brought her to the vet we have always taken her to since she was a kitten to get cremated. It was a quick process which I appreciated.
I was not expecting to get this sympathy card but for them to completely forget my cats name just seems so insensitive to me. After the already horrible week of losing her, getting this was not fun. This is the look of someone who didn’t care to put the correct name or care at all.
My cat had a well-kitty visit with Dr. Traylor. If this review was just about Dr. Traylor, then it would be five stars. She was kind, caring and knowledgeable.
But, I showed up about 25 minutes early and called from my car because I needed an assist carrying the cat inside. I walk with a cane. Sixteen minutes later I called again. The rep answering the phone said three times I was early. Finally, eight or nine minutes later I walked inside and asked for someone to come out. Immediately, someone from behind the desk came out to carry the cat. My impression from the person I called was that showing up early was a mortal sin, and that assisting in carrying in my cat was a huge imposition. Jolly Pond shouldn't offer assists to people with their animals if their employees don't want to provide this service.
Everyone else I dealt with was very nice.
I have been bringing my dogs to Jolly Pond Veterinary Hospital for approximately seven years. Unfortunately, over the last several years, my experience has changed enough that I no longer feel comfortable relying on this practice.
At one annual visit, I scheduled care after receiving a reminder indicating my dog was due for an exam, Bordetella, and a DAPP/DHPP vaccination. During that appointment, my dog was also administered a rabies vaccine even though she had previously received a two-year rabies vaccination. I had documentation of the prior vaccination, including a paid invoice and rabies medallion. When I raised concerns about the duplicate administration, I was told it was administered by accident, it was not expected to negatively affect her health and was given an explanation that additional vaccination may occur in certain exposure situations. While I appreciated the explanation, my concern was that this was not an exposure situation, but rather a clerical error because the vaccination was inconsistent with the records and documentation I had.
In another instance, I brought my second dog in for an annual exam and vaccinations after receiving a reminder notice indicating he was due for rabies, DAPP/DHPP, Bordetella, and his annual exam. The appointment occurred without issue. Months later, I received communication stating the appointment had never occurred and that my dog remained overdue. I called the office and was initially told that would not be possible, despite having an invoice documenting the visit. The office later acknowledged it was a clerical error and stated the records would be corrected. As of June 2026, after being told the issue had been corrected, my review of the records still appeared to show that my dog’s 2025 appointment and vaccinations have not been updated in their system and still appear as past due.
Most recently, I scheduled an appointment for an ear infection at 3:30 PM and was not seen until approximately 5:00 PM. During that time, I remained seated in front of the reception desk where three staff members were working, and I became concerned when appointment rooms began being cleaned as closing time approached. I eventually asked about the delay and was told my paperwork had been placed with another patient’s file and my appointment had been overlooked. What was most frustrating was that despite the length of the delay and my visible presence in the waiting area where three women sat at the reception desk, no one checked in or were concerned as to why I was not being seen for my appointment.
I understand mistakes can happen in any practice. My concern is the repeated recordkeeping issues, administrative errors, long delays without communication, and how concerns were handled when raised. Jolly Pond was once a practice I trusted and recommended, but based on my recent experiences, I no longer have confidence in the reliability of the office processes or customer experience.
