My last post is too long so here is an update on their very very poor service.
*****UPDATE: (vet appt was on 6/18/26) It has now been two weeks with little to no contact.
I voiced my concerns and received an email on 6/22/26 stating that all of their vets agreed with Dr. Koch’s diagnosis. Meanwhile, my new vet examined my puppy and identified an anatomical issue as the cause of her frequent urination and pain. She was placed on antibiotics, they taught me what I need to know/look out for, have an action plan and I am happy to share my puppy is doing much better.
Last Friday (6/26/26) Dr. Koch left a voicemail asking how she was doing — completely disregarding my many texts, emails, and messages. I responded by text (so I’d have everything in writing) and still haven’t heard back.
Oh! & One more thing: after warning friends and family away from this clinic, a friend told me this is the same clinic where she brought her dog for stomach issues. She only went here because they were the only clinic open at the time. Her dog was always nervous at the vet and undergoing any treatments, so she specifically requested he be sedated for his X-ray. They didn’t sedate him — he went into cardiac arrest and passed away in their care.
There may be good reviews here, but I’d encourage you to read the negative ones carefully — many of the 5-star ratings have little or no comments attached. Please do your research before trusting this clinic with your pet!!
I ask you read my other review listed below. Take it all as you please, but I plead that if you love your animals to not trust American Animal Hospital for their care. Complacent, disrespectful, horrible customer service... and my friend's dog is dead because of them.
I have been coming to this clinic for years and have had good experiences here, including during one of the hardest moments our family has faced when we had to put our pet down a few years ago. They handled that with care and compassion, which is why yesterday's experience was so shocking and disappointing.
My 13-week-old puppy started showing concerning symptoms, blood in her urine and incontinence, on a Saturday. I called Monday and was told to wait until Thursday. When I called back on Wednesday with concerns about discharge and buildup around her private parts, their advice was simply to keep it dry. It was actually my friend, another veterinary technician, who advised me to gently clean the area with warm water and a cotton ball. The water helped some, but was not enough to fully remove the buildup, and I did not want to scrub and risk making things worse. As her symptoms continued to get worse, the clinic still could not get her in sooner than her scheduled 3-month appointment, so I drove a urine sample in myself just to get answers.
Yesterday's visit was for booster shots. I also had scheduled my 10-year-old dog's annual, and I will say he was treated with care, which I appreciated. But the experience as a whole was deeply frustrating. The vet did not administer antibiotics despite her having blood in her urine, elevated white blood cells, and crystals present. My friend, whom I mentioned earlier, shared the doctor's notes from the appointment with the veterinarian she works under, along with another vet she worked with here in Omaha, and they all felt this was not adequate care for a puppy presenting with these symptoms and this level of distress.
I paid $72 for the annual wellness visit and assumed that basic care, like cleaning her private parts, would be included. It was not. Instead, I was sent home with a pack of wipes and instructed to clean her myself over the next 10 to 14 days. Because the area had never been properly cleaned, there was so much buildup that it took nearly a third of the wipes just to get her cleaned up at home after the appointment. I now do not have close to enough to complete the prescribed treatment, and that is a direct result of them not doing their job at the visit.
I also paid for a senior full workup for my older dog, which includes urine and fecal samples that still need to be submitted. At this point, I have zero trust in this clinic and refuse to bring those samples in. I have already paid for services I cannot in good conscience follow through on because of how this visit was handled. I am seeking some form of compensation and resolution, and have received absolutely nothing. No callback, no reimbursement, no acknowledgment of any kind, even after speaking directly with the head vet tech before they closed yesterday and being specifically told they would call me back. And what is the point of calling them again after already sending emails after hours that I know they saw.
After years of loyalty to this clinic, yesterday made it clear I will not be returning. A sick puppy deserves urgency, transparency, and basic care. We got none of that.
Such a good experience! With a large breed who is dog aggressive, they made it such a positive, smooth, and safe experience. Capone and I LOVED every staff member we came into contact with. Thank you Dr. Koch and the lovely ladies who helped us! Capone can’t wait to come back!
