REHM ANIMAL CLINIC-TIMBER RUN

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BOARDING #1:
First the Sticker Shock: individual exams plus bordatella (kennel cough) and canine flu immunizations. That's right. The flu.
Add flea treatments (despite being on Advantage) and it's quite expensive before one night has passed.
All the dogs had boarded for 2-6 weeks several months earlier with no problem in Gainesville, FL at an accredited facility.
We were boarding them here because the facilities were closer with larger runs and great outside areas.
A few issues here:
Brusque attitude bordering on deliberately rude desk individual. Aims a 'take it or leave it' statement at any client who has a question on expenses. Verbatim examples:
-If my dog is already on flea and tick meds, why do I need to pay for Capstar?
'Office policy. You and your dog don't come through the door without getting Capstar.'
And my personal favorite:
-I have a question about this spray. It's an over-the-counter product that costs $12. I understand there has to be a markup but if I'm paying for the exam, why should I pay six times the retail price for product?
'Because that is the price we charge. If you aren't happy then you can certainly find another provider or just not get your pet the medicine he needs. It's that simple.'
(**Alabama is one of the few states that doesn't require veterinarians to provide prescriptions for outside use but the AVMA Principles of Veterinary Medicine does: I.c.The choice of treatments or animal care shall not be influenced by
considerations other than the welfare of the patient, the needs of the client, and the safety of the public. (Translation: not the most expensive product in their office) and II.b. Veterinarians shall honor a client?s request for a prescription in lieu of dispensing. (Translation: Ask if prescriptions are human-grade and if they are, get a prescription to take to your local drugstore or you could be paying 18X the cost per unit that the veterinarian paid. You've already paid for professional expertise and there is no requirement to increase profit margins. I know this because of another veterinarian who charges $6.18 for pills that are 47 cents retail.)
After all the immunizations and the boarding, when we picked the dogs up, the two purebreds had clear symptoms of respiratory distress. They had been healthy when dropped off.
Luckily, Dr. Rehm was on duty when I took the sicker dog back in for treatment.
The exam and meds to cure the bordatella were provided with instructions to call for a refill of the antibiotic if needed: no charge.
So when I brought the dog back for a recheck and refill (and a rehearsal of the previous issues so everyone was clear on responsibility), it wasn't Dr. Rehm's clinic day here and after I received the antibiotic refill, there was a verbal tussle with the Desk Female. She refused to believe that I wasn't to pay for the meds nor would she call Dr. Rehm to verify.
At that point, I had absorbed my quota of wormwood and gall so I took the meds, advised that I would not pay for treatment needed to remedy an illness caused by conditions during boarding and that after someone contacted Dr. Rehm in Mobile, if there were any issues, he was welcome to call me to discuss the situation. And I walked out.
I've spoken to 'Dr. Mike' since then and he clarified that there was a communications problem. He also asked how Pepper was doing. He also provided the name and contact number of the office manager to discuss any other problems with that employee.
There were several other problems related to the boarding and all due to incomplete, inaccurate or late communications.
I still believe that the services and facilities provided on both sides of the Bay by the Drs. Rehm are well above average; I don't have much confidence on receiving consistently pleasant human interactions from some front staff, not happy with the markup on some products and especially concerned with receiving pets in poorer health than when left in their care.
The dogs were used to being boarded and this was the only time they became ill.
Will I try Rehm again?
For veterinary care: only if Dr. Rehm is there because of his commitment to following-up and providing referrals.
BOARDING #2:
After looking at the conditions and facilities of several area boarding facilities with available space, we ended up back at Rehm.
Front staff were much more pleasant and it seemed as though a good time would be had by all.
Until we picked the dogs up.
The groomer was unavailable so the kennel techs allegedly took care of the baths.
The dogs were all bathed the day before pick up.
Only one of the dogs smelled clean. This was blamed on torrential rainstorms (according to the kennel techs).
None of the dogs had claws and dewclaws clipped fully. Even when taking the smaller dog back, only four of the front claws were clipped; none of the back.
For the first time in four years (since being rescued off the street), the Pointer and Setter had disgustingly matted hair.
This was also blamed on rainstorms the previous day.
The Pointer had a new and profuse allergy to something in the clinic because of the dark yellow streams of eye goo matted in her hair, over the top of her muzzle and caked around her eyes. We'd never seen anything like this and it was clear she'd been ignored for quite some time. When the mats and goo were pointed out, the male kennel tech used his thumb to wipe the goo into her hair more and then wiped his thumb on his shirt.
He asked if we wanted them to get rid of the mats. We said yes and twenty minutes later the dog was returned with feathers on her chest and legs chopped off and large gaps in her hair.
While we waited at the reception desk, I asked what had happened that the care was so shoddy this time? I was told  that the receptionist personally saw all the animals being bathed the day before. I doubted that since getting animals wet will not completely remove a clean smell in 24 hours. And what was the reason for the failure to trim nails?
(No response.) I requested that one of the vets contact me that week to discuss the many problems.
No one called.
On two occasions in April and May, I submitted a detailed list of the issues on the Rehm Contact Us website form, again requesting contact.
There has been no response to either request.
(The eye allergy was completely gone with no discharge within 24 hours. And we spent another $148 to give the dogs the bath and nail trimming we paid for but never received. Still, I suppose it's better than having them contract kennel cough during boarding again.And as always, no one followed our instructions to use the homeopathic anxiety drops. The bottle hadn't been unsealed. )
Summary: If there's a next time to use Rehm, we're going to make the trip to Mobile. No more unpleasant experiences with the second string team.

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They do a wonderful job because they listen to what I want and then give me exactly what I am asking for. This practice does excellent veterinary work and grooming. I have used their boarding facility and it is very nice. They are not the cheapest in town.

I have been boarding with them for probably 10 years. I have boarded dogs; they are excellent and caring for them. They give them extra attention and exercise. They also have an 800 number that you can call to check on status anytime. There is a veterinary clinic on site. One time one of my dogs got sick and they called me right away asking for permission to treat. Their veterinarians are very good. This has to be the best animal boarding clinic in the area. They also board other animals, like cats, too.