Bush Animal Hospital was unprofessional throughout my interactions with them (three office visits, and several phone calls). I had an appointment to obtain an international health certificate for my dog. Without the correct forms, my dog, myself, and my 13 month old would be stranded in a European airport.

The vet was confused by the paperwork, stating that she did not know what sections such as "consignee" meant, and that the paperwork should be filled out by the "vet who is filling out the paperwork," despite her being the vet who was filling out the paperwork.

USDA-APHIS told me the forms were incorrect (over the phone), and sent me a template to bring back to Bush Animal Hospital to have them correct their mistakes. I spent an additional 90 minutes (on top of the 60+ minutes the first appointment took) at Bush, going through the paperwork with the receptionist, with USDA template. The vet was not with us to review the form. The forms were completed by the receptionist.

The office manager said that it was my responsibility to ensure that the paperwork was filled out correctly, since the forms were "too complicated." This is untrue, as the USDA requires specific training and certification for veterinarians to fill out this precise paperwork. For all of this, I was charged $269 (in comparison, when I have previously gotten international health certificates, it has never cost more that $100, took longer than 20 minutes, and has been completed by the USDA-accredited vet).

I asked for a refund, which Bush did not grant me, citing staff time and a section of the forms I asked about, which the receptionist then filled out in response, which turned out to be incorrect. Bush has since focused on my question rather then the vet's original errors, suggesting that my request for service and help was the problem. The office manager also implied that the forms would not be approved due to this, which would have meant that my family would need to reschedule our international move.

My parents and their neighbors have had positive experiences with some of the veterinarians at Bush, but I cannot recommend this practice for their unprofessionalism and insensitivity.