If you are considering bringing your pet here, I highly recommend you look elsewhere. I will never ever return here after the experience I've had - and if you value your pet's health and your own peace of mind, you won't either.
To start, the desk staff is horribly rude. I called and asked to speak with someone regarding a recent emergency visit I'd had there. The person that answered the phone still wasn't comprehending what I was asking for after repeating myself 5 different times. It was a lot of "uhhhh... okay?" with copious amounts of attitude behind it and "what do you want" or "what are you asking for". She finally asked if I wanted to talk to a doctor or a manager - I requested a manager. I was put on hold for a ridiculous amount of time and the next person that came on the line didn't even provide their name or confirm that they were a manager (I later found out they weren't).
I explained again to this second person, that I called to speak with someone about the experience I had there. This person's tone and response was even worse than the first. She also continuously interrupted me when I was trying to explain the situation and she misgendered me over and over after being told multiple times to stop calling me ma'am. (It's 2022 - please stop using antiquated gendered terms when you have no clue who someone is based off just a name on a paper. And certainly don't double down and continue to do it after being told to stop.) It got to the point where she wasn't even listening to a word I said and I had to scream "SHUT UP" to get her attention. At that point, she turned the entire thing around on me and claimed that I was being inappropriate and placed me on a "time-out" hold.
A third person finally came on the line and then confirmed that I was finally speaking to a manager - but acted as if I was only speaking to a manager as punishment for my behavior. I let her know right away that the previous person had misgendered me the entire conversation and that they needed to acknowledge this and stop referring to me as "ma'am" before we even get into discussing the rest. Despite supposedly being a manager, this third woman had even worse phone etiquette than the second person. She was extremely rude, dismissive, and basically laughed about me being misgendered. Within 5 minutes she was repeating the same behavior as the woman before her - so It's obvious where her training came from.
Beyond the absolutely inappropriate way their staff treated me - the actual care my dog received is the main, and most concerning, issue. I brought my dog in for an emergency visit - his eye was red, irritated, and swollen. They charged me $300 for the visit and a bunch of testing they claim to have done. Sent us home with a diagnosis of a "suspicious corneal ulcer" and recommended we follow up with his primary vet. I've since had him evaluated at our primary vet, who repeated the same staining test that Aerowood claims to have done, and they found a foreign body in his eye. We are now referred to a canine ophthalmologist to have the foreign body surgically removed and he is at high risk for losing his eye because it's been in there so long. My vet confirmed that there is no way that Aerowood actually performed the staining test they said they did - or if they did, they were negligent in their examination - because the foreign body is right in the middle of his eye (in an area that was not obstructed by swelling) and would have been 1000% noticeable had Aerowood actually done their job properly.
I attempted to explain this negligence to both staff members I spoke to at Aerowood. They dismissed me, denied my request for a refund, and the second "manager" even tried to suggest that he must have gotten something in his eye between then and now and claims there was no way to prove it was even there to begin with. Please explain to me - in a rational, scientific/medical way - how would he magically get something in his eye, in the same exact spot as the corneal ulcer, UNDERNEATH THAT ULCER, AFTER the fact? That's not how anatomy works.
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