Sympson Terri DVM

Sep 2023

Very bad costumer service. They don't care about you or your pet only your valet. After 10 years using them I have to say no more to this place. They lost or mess it up all the past records of my multiple pets. And now they are saying they don't see any records of vaccine shots and they can't take my pets.

Dec 2021

We have been using Willowbrook for 7-8 years and have been very satisfied with care from Dr. Applewhite. We loved working with the previous office of Dr. Lankford on Olive and when he retired we were sad, but enjoyed meeting and working with Dr. Applewhite. Since the death of our 16 year old Dauchshund, we just began treatment for a new pup this fall. Scheduling an appointment was incredibly difficult to begin with, involving 4 calls, waiting on hold, receiving no timely call backs, etc. On our first new pup visit the tech scolded our pup for eating something off the floor. When she opened his mouth she said, "Ooh, he's eating toenails!" These were from the previous dog treated in the exam room. She made no attempt to sweep them up after noting them. A few days later Dr. A called to tell us that our pup had a parasite which would require medicine. She asked that we come to Willowbrook to pick the medicine up. I arrived and knocked on the door, masked and the tech who answered the door was unpleasant, stating, "Well, I don't even know if the medicine is ready!" I felt as if I was violating some directions. After contact with four different people, I finally left with the medicine and a bill for $245 which was not itemized. I asked for a receipt for our records which would indicate what services had been billed. I asked the last person I spoke with to ask Dr. A to call me. I wondered if she was aware of the unfriendly, incompetent treatment by other staff. Turns out the last person I spoke with - who didn't introduce herself, was the owner. She called later to essentially "scold" me for being disrespectful to the staff and failed to hear my concerns. At no time did she acknowledge responsibility for any stated concerns. Primarily blaming covid and saying "everyone is doing the best they can." She stated that they would be happy to forward my records to another Vet. I not only felt unheard and more frustrated after this conversation. The playbook was clearly-deny, deflect, and go on the offensive. Dr. A. had already scheduled a followup visit for the final puppy shots so we decided to return for this completion. After giving the shots, Dr. A. asked if we were going to continue at Willowbrook as the owner had made notes in our file which she had to address. Dr. A. said the owner had advised her to tell us that they were expecting to forward our dogs records. We anticipated hearing something like, "We're so sorry for the confusion and unpleasant conversations previously. We're glad you're back." Instead Dr. A. said that the owner said that we should consider ourselves "warned" that they must have respectful treatment to continue working with us. We were dumbfounded and offended. We could only say, "Wow, when people show you who they are..... believe them!" If you scroll past the positive reviews to the critical ones, you will see similar concerns. As I stated to the owner, this business is in critical need of customer service training. Sadly, this is not the same Vet office we began using years ago. Consider this a "warning". M. Hall D. Hall

Oct 2019

The lovely people here take wonderful care of my little dog. She recently had a very painful broken tooth, and they treated her with such gentleness. I felt at as much ease as a furbaby momma can have leaving her there for the day. Dr Applewhite is a thorough, down-to-earth, compassionate doctor. I'm glad little Molly has Willowbrook on her team.