EDIT: Notice that I'm the only review they conveniently choose to not reply to.
Dealing with this location was consistently frustrating, especially with their very poor communication. While I will no longer use them for any of my pet services, I also do not recommend this location to others.
At the very minimum I just expect reliable services and communication, something this organization has not been able to offer.
I adopted my kitten Spring on Jan 6th, 2024, but because he still need to be fixed, staff told me he would need to remain at the shelter until the 9th and I could pick him up later that day. That was fine. On the 9th, I called West Chester to get a status on the surgery, and I spoke with a representative that said someone would call me back momentarily. I received a call shortly after that the surgery was a success and that he was ready for pick up. When I arrived to pick him up, not only did the surgery not happen, but my kitten Spring was suffering an infection in which an antibiotic was prescribed for him that next two weeks that I would need to administer. I was quite shocked that this wasn't communicated to me over the phone, and disappointed with the miscommunication between their own staff, but I understand that these things can happen.
I was then surprised when I was billed for a monthly pet insurance that I never agreed to. When adopting Spring, I was made aware of an optional insurance, but I told the representative that I was not interested, which they said was fine. Regardless, Brandywine billed me anyway without my knowledge, provided me NO information of this insurance, and never provided me with a receipt. I needed to go through my credit card company to identify the pet insurance provider and correct this.
After two weeks had passed, I then contacted Brandywine to schedule the surgery, and it wasn't until about an additional week that I was finally able to get ahold of somebody. I expressed that my kitten was still sick and sneezing and wasn't sure if a surgery would still have to wait. The person over the phone stated that I could bring Spring in that evening to have someone do a check-up on him. When I arrived, which is an hour drive, they then said it would be best if the surgeon could just look at him on the day of the surgery. This was frustrating to me, because I could have just scheduled an appointment for surgery over the phone rather than having a representative tell me to come bring him in first if all they were going to say was that they wouldn't be able to provide a diagnosis.
On the morning of the surgery, which took 30 mins to get ahold of someone since the front doors were locked, the vet tech asked me if Spring had anything to eat that morning, and I said yes. She then took Spring and said he'd be ready that evening. 30 mins on my way home, that same vet tech then called me informing me that the surgery had to be postponed since Spring had eaten. More frustration because I had never been told that he shouldn't eat anything the day of surgery, and I was confused why the vet tech would ask me that question and take Spring if she knew they wouldn't be able to do the surgery. I would have greatly preferred to just take him home then cause him the stress of remaining at the shelter overnight.
After the surgery, I eventually schedule a follow-up wellness visit on Feb 22 at the West Chester location, and received an email saying a rep would call me to arrange a day. It wasn't until March 3rd that someone called and said they're looking forward to having me come in on the 5th as if I was already aware. I explained that was the first I was I was hearing of this appointment and nobody had previously arranged a date with me. During this time, I did in fact receive confirmation emails for other pets that weren't mine, which is a very careless on their end.
This location is unreliable and I strongly encourage others to...
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