Freeman Veterinary Clinic

TLDR - Charged a no show fee during a flood even though I called the morning of to reschedule and was told because the City of Lawton issued a road advisory there wouldn't be a fee. I was so incredibly disappointed by how I was treated by the front desk woman. The vet herself was beyond amazing. She was kind and patient with my senior dog. She walked me through every option for his health and care. I talked to her about surgery and hip injections, and she gave me all the facts and statistics. The front desk woman ruined the entire experience. I asked to see an itemized list for my bill, and she was very reluctant. Finally she gave it to me and I saw a no show fee. I was confused and brought it up. You would have thought I cursed her out by the way her entire attitude changed. She got incredibly defensive. She said that I didn't make the last appointment I had, and their policy is to call 24 hours in advance. I pointed out that the day I canceled was because the whole town was flooded the night prior, and the news and lawtons Facebook page both said not to drive on the roads unless absolutely necessary. She said it didn't matter because that was their policy. I pointed out that I called the morning of and the woman I talked to, the one who rescheduled my appointment, assured me that because the city had released a road advisory urging people to stay home that I wouldnt be charged a cancelation fee. The front desk woman told me I had "no excuse" and "Maybe on your side of the town the roads were closed but not over here." I tried to show her the news video on Facebook, and she said, "I dont spend my whole day on Facebook." I tried to show her the proof on my phone that I called the morning of to reschedule and she said, "Well you didnt talk to me so I dont know what you want me to do." She repeatedly interrupted me with hostility and condescension. She implied that I was lying more than once. She said, "Maybe you aren't understanding. We have a cancelation fee." I said, "I dont think you understand. The City of Lawton issued a warning and road advisory for everyone to stay off the roads unless they were emergency personnel." While I was in the parking lot, the front desk woman called and said that she had talked to the woman who I had spoken to the morning of my appointment and offered me a refund. Not once did she apologize for calling me a liar, though. She said they couldn't refund me the money but could take it off my next visit and asked me what day I wanted to schedule for. I said I wouldn't be returning after how she behaved. She tried to cover and say that she misunderstood the situation like that justified how she spoke to me. I asked for the owner to call me and she assured me I would receive a call and I never did. It has been over a month now, and I never received a refund. No one reached out to me. I contacted my bank, and while they said they couldn't refund me, they could, however, flag them and take them off their recommended list for the area. I contacted the City of Lawton, and they sent me a form to fill out since I wasn't informed of the fee before they charged me for it. I made sure that the Vet Office on Fort Sill knows, and they told me that since they get so many complaints about this office, they aren't even on the recommended local vet list. We had a minor misunderstanding that turned into an absolute breakdown in customer service when I was already at my lowest finding out my 12 year old dog had multiple tumors. A little empathy and professionalism would have gone a long way. I want the owner to know your veterinarian is phenomenal with her care but because of how your staff behaves not only did you lose a client but you also lost 2 dogs worth of yearly routine care, monthly injections, and a very expensive planned surgery. I also will be posting this review on every review site I can because I think people deserve to know how a business acts during an emergency situation.

posted: 07/09/2025

Be careful how you get billed and what they do when you're visiting. I took my pet in for a simple vet service and they start doing things you didn't ask them to do and it will reflect on your bill

posted: 09/17/2025

Absolutely love this clinic. Always so helpful. All the employees are very down to earth and treats you like a person.

posted: 08/06/2025

All they care about is that money up front. Not everybody is able right at the moment. And they'll let your pet die if you're not. They don't deserve to call themselves vets. They should be called money hungry at the expense of your animals life.

posted: 07/31/2025

They got us in immediately for my dog’s emergency, and they were so kind throughout the entire visit. They did everything they could to try and save my baby, but he was not in good shape. Everyone was so caring and patient with me & my family, and when the time came to end his suffering later in the day, they did so painlessly and quickly. I am so grateful for Dr. Freeman & her staff, they were really kind to us and seemed to really care about what we were going through and our pup. Also, we weren’t concerned with the cost since it was an emergency of course, but I was pleasantly surprised that it wasn’t completely unreasonable.

posted: 11/01/2024