November 22, 2012
I called on thanksgiving day with a lethargic 15 year old cat. I went in about 20 minutes later, and my girl was seen immediately. They were caring and professional, as well as efficient. They kept me informed, and allowed me to make decisions based on care and cost. The visit was less than $100, the labs & urinalysis with a couple of other tests was more, but no more than I have paid during regular visits at other clinics. I was not pushed to spend a ton of money on diagnostics, care, nor was I encouraged to put down my elderly cat and give up. When I was presented with all that would need to be done to diagnose and care for her for two days as an inpatient, I expected to pay close to $2000...their quote was less than half of that, including everything they had already done. I was in the office less than two hours, and felt my girl was well cared for...and had a chance. When I called to follow up, the staff was helpful and pleasant. The vet called me at the end of her shift to update me, and encouraged me to call overnight or in the a.m. to check in. I felt the office was clean, and I am very pleased. Unfortunately, pet medical care costs a lot...a similar inpatient visit for a human would far exceed the cost I am being charged...it is just without insurance in this case. These people chose a profession where they knew they may be stuck at work, helping sick animals and their inconvenienced worried owners on a holiday, instead of enjoying thanksgiving with their own families. I commend them, and will happily pay the extra money for a helpful, caring staff to be available at all times of day.
September 18, 2012
Although it's called an "Emergency" clinic, I've had faster service at a regular veterinary clinic! They were not busy, our situation was the most severe trauma they had, and nothing more severe had come through the door, yet we waited for 2 hours and they still had not taken our pet to be treated. Obviously, an emergency is not planned for, and like most people, we had to work the next morning, but the staff seemed in no hurry to assist us. Also, given that these sorts of situations are sudden, and like all emergency treatment the cost is inflated beyond rational, yet they do not allow you to set up payment plans, so whatever insane fee they charge, you have no option but to pay in full immediately. The staff seemed friendly enough, but did not answer questions very well. I felt like I was talking to politicians, with vague and avoiding answers. I assumed they would take my pet asap, so she would be out of pain, and I could go home and set some sleep before work, but it turns out that unless you stay with your animal until the moment they take them for surgery, they will charge you a $57 "hospitalization" fee (& you must pick up your animal by 7:30am)! Since they couldn't tell me if my pet would be seen in 20mins or 2hours, I decided to let them "hospitalize" her. I requested they call me after the surgery was complete, to let me know how things went. I did receive a call, shortly after midnight, and since I was planning to pick her up in the morning (&paying them to keep her til then) I did not answer. In the morning I saw that they had called, I checked for a message, but there was none! That made me more anxious than I'd been all night. Had something bad happened? Something so bad they didn't want to leave it in a message?? Turned out she was fine, and everything went well. I was relieved. I picked her up and took her home. However, I then realized that she had a wrap around one of her legs, and when i went to remove it turned out the catheter was still in her forearm! I called the clinic, and they explained what I needed to do to remove it. They apologized and said something about a trauma that just came in (what that has to do with them leaving in a catheter that should have been removed 30mins after her midnight surgery??...I don't know). Over all I was unhappy with their customer service, and their attitudes. I understand the cost of medical care is expensive, but I do feel that the clinic takes advantage of people in desperate situations, when there is no other place that can take their beloved pet for care. I also feel that a few of the staff could show a bit more professionalism, and change of attitude. They all could benefit use some training on how to communicate and listen to owners, and maybe it would allow them to answer questions with more clarity. In addition, I think they need to be more upfront about how their clinic operates, so one will know exactly what there getting into, with fees, wait times, "hospitalization", etc. A Heads-Up to anyone who is in need of the clinic: just walking in and agreeing to a general exam = $90 ("Emergency" fee - $<url removed> & "Exam" fee - $49.50)! I advice that if it is something that can wait until morning, it is financially worth the wait to see your regular vet. However, there is a reason it's called an Emergency and if you question, at all, whether or not it is (&/or you are restless with concern) you should already be putting on shoes and getting your pet ready to go. All n' all, I was dissatisfied with the people; unhappy with, but understanding of, the fees; and grateful that there's a service that is available to care for my pet, when all other veterinary hospitals are closed.