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Aurora
11/03/24 - AEC Rochester
The front desk staff were welcoming and knew we were coming as I called ahead. Dr. Brink was warm and wonderful with our dogs urgent medical condition. The veterinarian ( did not catch his name) was kind and warm at the end as well. However, the technician by the name of Melinda, I believe, was awful. Our dog was in pain and diagnosed with GDV. It was heartbreaking and we had to make a quick decision for our beloved family member. We were told that time was of the essence and we knew our fur baby was in pain. When Melinda came in with “the quote” she started extremely slowly going line by line reading me the quote. My daughter was on speakerphone as she was involved in whatever decision needed to be made. I stopped Melinda and said “I can read, I’m a nurse, and I would just like the bottom line”. She replied “good for you” and then told me she had to review every single line of the quote. I explained that we just needed the bottom line as we knew our dog was in pain and we had a decision to make. I was upset about the total cost and expressed that I thought it was high. Melinda then said to me “ why are you getting aggressive with me” and “do you treat your patients this way” and then said she was going to get the social worker. The person that then came in was warm and wonderful with us. I am grateful that your emergency center was there in our time of need. However, the treatment by Melinda truly leaves a very bad lasting impression. - Aurora's Owner [Avg. Score: 4.4]