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October 2023 by Sachiyth A
My experience at VCA College Park - Ana Brook Animal Hospital was nothing short of a nightmare, largely due to the abysmal customer service provided by their front-end receptionist, Denise. Her lack of basic courtesy, such as failing to greet customers with a simple "good morning," and her consistently bad attitude, made my visits incredibly unpleasant.To make matters worse, my cat had recently undergone surgery, and the follow-up care was crucial. However, getting a simple check-up appointment for my pet turned into a Herculean task. I had to make a whopping six phone calls just to get my cat scheduled for a post-surgery check-up. The first time I asked Denise about scheduling, she informed me that the doctor was going on vacation and that there was no way to book an appointment. This was frustrating enough, but what followed was even more shocking.A few hours later, I decided to call again, hoping it wouldn't be Denise who answered the phone this time. But, to my dismay, it was indeed her. Her response was astonishingly unprofessional when she recognized my voice, saying, "Ah! it was you again!" I was taken aback by her tone and attitude. She reluctantly agreed to check if the doctor was available and returned with a negative response, claiming that the doctor couldn't see my cat.However, I didn't give up and called once more, managing to speak directly to the doctor. To my bewilderment, the doctor not only confirmed that my cat could be seen but also arranged for another doctor to provide the necessary care. This stark contrast between Denise's unhelpful behavior and the doctor's willingness to assist left me deeply frustrated.The poor customer service I experienced from Denise is simply unacceptable, and it's not how a business should be run. While the veterinarians may be competent, the front-end receptionist staff, especially Denise, seriously need an attitude adjustment. I hope my review serves as a warning to others so that they can avoid the frustration and disappointment I endured during my visits to VCA College Park - Ana Brook Animal Hospital. No one should have to go through such an unpleasant experience when seeking care for their beloved pets.
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August 2023 by Ellie C
*Update* I actually got a handwritten card in the mail from the staff members at VCA. It was so sweet and thoughtful. When we're ready for a new family member, we'll bring them back here cause I know it'll be the best care.*Original Review*Don't know why they have such bad recent reviews. I think the vet and people at the front desk have always been nice and friendly. We've been coming here for the past year to make my pup's last year comfortable. They've been more than kind. The only thing I was saddened by was when I let them know she had passed I was hoping the vet would reach out since she was very involved with everything. But it's okay. We still really liked this clinic.
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August 2023 by Amanda Lynn C.
The vets themselves are so lovely. Really great experiences with them. Ear infection cleared with one treatment (and my dog had to be sedated for reactivity) and it went smoothly enough. Both female vets we saw were so loving toward my pup and patient as can be. What I'm not happy about is that this location specifically advertises for Trupanion pet insurance with brochures and verbal encouragement to sign up asap upon your first visit "because pet care costs are so expensive". Okay, cool. I looked into the plans and though pricy each month, the difference between them and competitors is that Trupanion does direct billing with vets. So besides the deductible itself, 90% of the costs are covered and paid for at the vet itself vs all the other plans where you need to submit for reimbursement. Since VCA partners with Trupanion and since the plan was specifically recommended by front desk staff, I signed on. At our recent visit, I was informed during checkout that I'd need to cover costs and they'd provide an invoice. I double checked again because that's the whole point of Trupanion-that you don't need to do this and the office staff confirmed that their location chooses to opt out of the portal system that would allow for direct billing?? They kept saying "we work with them" but then followed up with they don't do direct billing. So, there is no working with them then. I have to work with them for reimbursement now. I'm SUPER lucky in that the visit wasn't for anything major because this information was only provided AFTER the visit. I called around to other VCA locations since we're planning to move soon anyway and multiple stated very clearly that of course they direct bill with Trupanion and that it's weird that other locations wouldn't considering it's easy and considering VCA is partnered with Trupanion. I don't think it was their intention, but I feel like I got duped. I wouldn't have selected this location and returned after our first free visit (covered with the adoption fees at a local shelter) if I'd known I'd be paying out of pocket. Again, their vets are lovely humans and I'd trust my dog with them easily.
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August 2023 by JENNIFER CATLIN
Do not ever take your animal here. I by mistake paid twice with my debit card, once inside and once from a text message. The amount was $1260.00. That was needed for my other dog who had cancer and had an appointment. VCA told me they did not know how to process the refund because they did not have a refund policy. It has been two weeks and I have not received any refund. They had told me it was sent fed-ex overnight from corporate. It was not. They told me they could not get a tracking number from corporate. My dog Bella that had cancer missed her treatment and she died yesterday. This location is a nightmare and will take your money but refuse to process a refund no matter what the urgency.
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August 2023 by Sam Meyer
Horrible service. DO NOT TAKE YOUR PET HERE. My friend had issues with this place and her dog died as a result. Please if you love your pet stay away from this place.
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July 2023 by Grace S.
I wanted to thank the wonderful staff at VCA Cypress for being so kind and having excellent customer service. I also wanted to Thank Dr. Grover for taking care of my family's poodle who was bit twice she was really helpful during both stressful incidents and worked with me to get him taken care of . She was very caring and attentive and I really appreciate her work and what she does for the Pets that visit her office. I feel safe taking my pets to her office and thank you so much!
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May 2023 by Juan R.
Staff here is great and compassionate. If you want the best care for your pet this is the place to come. Would recommend 10/10
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March 2023 by Steve D.
Loved the place but hang on to you wallet, their prices are way high. I would love to continue here but no way. I have to eat too.
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October 2022 by John O.
I would first like to say how appreciative my family and I are of the Ana Brook Animal Hospital. My wife and I had to make a very tough decision to put down our very beloved family member after 17 amazing years. Our Family Vet was on Vacation so we were in a panic to find a local and caring Vet to resort to. We can't express enough thanks to how thankful and caring the staff and Dr. was with helping our family through this tough times. I would highly recommend Ana Brook to anyone who really cares abut their beloved pet. A+
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October 2022 by Mariah Robinson
This place has gone so far downhill. I use to rave at how great this place was but now everytime I call there's ALWAYS something. It has been a nightmare trying to take care of my dog recently. I called and they put me on hold for 20 minutes, so I hung up to call back and got told "I didn't see anyone on the line." This past month they've canceled my appointments twice on me because the doctor was out sick. Just now I called and Lupe answered and I explained I believe my dog has a UTI and she pauses and goes "Okay? So what do you want from us?" Uh, to set up an appointment? The staff used to be wonderful but now I hate calling and coming to this place. A few months ago I tried to order my dog's fleas meds but they told me I had to bring her in for a heartworm test first, I asked if it was covered by her CareClub and they said they didn't know. I bring her in, they do the test and charge me, and then seconds after tell me it was covered by her CareClub and needed to refund me. They couldn't even give me a basic idea how long the refund would take. The new staff/environment definitely isn't what it was pre-Covid.
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October 2022 by Justin S.
If you want bad customer service then feel free to give this place a shot. The receptionist is the face of the store, so when there is no concern shown for your little loved one you know you shouldn't bring them there. I think the receptionist here are on autopilot just trying to get through the day.Go to the one in los Alamitos for better care and compassion.
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August 2022 by Hoàng Thị Dung MN Phương Đình
The new vet is absolutely wonderful. His staff are terrific, they are all very nice, helpful. Friendly, cheerful and professional.
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July 2022 by Yvette S.
Dr. Glenn-Burrows and staff dropped what they were doing and saved my cat's life even though she is not a regular patient but just the nearest pet hospital. Dr. Glenn-Burrows kept me posted while they worked on Kelsey. Dr. Glenn-Burrows even followed up with a personal phone call to check up on Kelsey the following day. So blessed to have this professional veterinarian in our community.
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July 2022 by Kara Senn
I’ve taken my dogs to this vet four times in the past year. Each time, I had to listen to a vet not be able to answer pretty simple (IMO) questions which they really should have been able to, gave me totally wrong information at another appointment, and charged me about three times the price of other vets in my area each time. For example, a simple X-ray to count puppies inside of mom cost about $480 and at the next vet it cost $140 for the same exact thing. They actually insisted on me paying for a radiologist to read the X-ray unnecessarily, which I refused because it’s not what I need, and they took it off. The remaining price was still approximately $375. Really blatant price gouging and in general no better, or I would actually say less proficient, than other vets in the area. I’ve made it a point not to go back, they have done nothing for my dogs.
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July 2022 by Messy B.
Their prices are insane. They charge literally twice as much as competitors in the same area. $500 for a blood panel? $60 for a rabies vax? These costs are literally reduced by the state ... should be no more than $20-$30 TOPS. Literally whatever they charge, cut it in half and that's what you should pay.
