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January 2024 by ed ..
We had an emergency with our dog at 5 AM this past Saturday and the experience could not have gone better. The staff were very compassionate and knowledgeable and caring. It was our second time there over an 11 year period and the staff is simply exceptional!!
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January 2024 by Sofia F.
Awful experience. I've been 5 hours waiting and it's clear that they could enhance their processes and hire more vets (only 2!). They just not care if people wait, nor they care about their patients. Dogs are sick and they need to endure all this wait. They told me that the procedure would take 10 minutes and that I could be with her except for the time with x-rays. I've been waiting 40 minutes, and they told me she's in a kennel when I specifically asked them not to leave her alone nor in a kennel as she's a rescue with a lot of trauma. They completely ignored my requests and had her waiting for 30 min alone instead of being with me. Information provided is scarce. They did sure blood tests and told me to go home that they would call me in one hour when the results were back. They never called. They told me to watch out for specific symptoms and return if any of those happened. When something similar happened, I called. They returned the call 14 hours later (I went to a different vet in that time) Prices are ridiculously expensive! Even the medication is overpriced. They just take advantage of no competitors but next time, I'll drive to the city. At least the diagnosis was ok, checked with other vets. I don't trust a team that has no time for their patients.
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December 2023 by Kathy E.
Having to let a dog who has been part of your life for 15 years go is excruciating but the compassionate souls at the pet er hospital eased the pain. We were all so impressed by their consideration, skill and care.
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November 2023 by Kay T.
These people saved my dog. I found Charlie at my work parking lot where he was clearly dumped. He was so sick that he was having seizures. He was in kidney failure,his numbers were 12x higher than normal. Today he is a happy very health pup. Thank you Dr Harb-Hauser,Kristina and the rest of the staff. I love that they have specialists withwhom one can make an appointment.
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November 2023 by Nancy N.
Wonderful care for my pup. Daisy was unable to be saved due to uncontrollable seizures.. but Dr. Tun, neurologist, was very caring and responsive.
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November 2023 by Gail G.
Our beautiful beloved gentle sick dog was mistreated at this Pet Emergency. We arrived with our dog in distress with a breathing problem. Our personal vet sent us immediately to emergency. 4 receptionists were at the front desk. We registered and was told to wait. We emphasized that it was a breathing issue again. In about 10 minutes a girl came and lead Sheba to the back. I thought she would be seeing the Vet. We waited 2 1/2 hours and was lied to that Sheba was not in a cage and that they had taken her out to relive herself. After asking several times for them give us our dog back we were lead to a room and they brought her in but before we reached the room another woman stopped us and presented us with a $5,000.00 estimate for diagnostics. We saw the Vet and asked for our dog. When the door to the back area opened we saw our dog being dragged by the neck across the floor. They had been keeping her in a cage too small for her. We paid for the office visit and finally left with our dog. I took her to the curb where she peed for a good couple of minutes. Poor dear. When we got to the car the Vet chased after us to try to negotiate the estimate down. We couldn't get out of there fast enough. There are other options as close as a 1/2 hour north or in the City. I highly recommend avoiding the experience we had.
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October 2023 by Jessica L.
The front desk staff and vet tech were great. The urgent care Dr was arrogant condescending and useless except for charging me over $300 to lecture me on why he wouldn't examine my pet properly. It was a last resort since I couldn't get in to see my vet and it was urgent. Problem not resolved and pet has permanent damage that could have been avoided. Friend mentioned to me after the fact that she was treated similarly by same vet while her cat was dying. I do not recommend.
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October 2023 by Penny V.
I'm so grateful for the wonderful doctors and staff at Pet Emergency and specialty center. I brought my beloved dog Daphne there because she had some abnormalities in her blood work that were not easily explained. I saw Dr Kaae in internal medicine and she was so knowledgeable and practical. Daphne's assessment unfortunately led to a diagnosis of 2 ominous tumors, and I was devastated to find this out. Dr Kaae was so comforting and kind when I started crying in the exam room after she told me. She referred me to the oncology department where Daphne was further evaluated. Unfortunately surgery was not an option for the tumors Daphne has, but the oncologist was able to start Daphne on medication to give me some more quality time with my sweet girl Daphne. I am comforted to know that Daphne's medical care has been in the hands of such knowledgeable, caring professionals.
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October 2023 by J. H.
I just spent 4 hours there on a Saturday. We called ahead and got there at 10:15am. Our dog had cracked a nail and we had cut her while trimming nails so there was a lot of blood. We were told it was a 2 hour minimum wait. At 12:30 we asked when we would be seen as everyone around us who came in AFTER US was being taken in. They said soon. At 1:30 we asked again and were told priority cases were going ahead but we were next. At 2pm we asked again after calling our Vet and were told we could go there instead and the front now said they would take us right then. Coincidence? I think not. It cost $93 and we waited 4 hours and had to complain to be seen. A woman in the parking lot had called too and drove over and was told up front she flat out wasn't a priority and just left. She said when she called before driving over she would be seen immediately. That didn't happen and she left. Ridiculous! If they had communicated and told us we were going to wait longer than 2 hours that would have been one thing. But to keep waiting and have no one speak to us the entire time that's unacceptable. Go somewhere else. Bottom line.
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September 2023 by Sue L.
Can't say enough good things about PESCM. Our dog had a mysterious sneeze that didn't quite fit the usual foxtail symptomatology. Our initial point of contact and the person who shepherded us through (pun intended!) was Client Care Manager, Vickie DeHamer. She was thorough, accurate, empathetic, well organized--just the BEST. We then met with Dr. Otten who recommended conservative treatment and after a few weeks of no change in the sneezing he eventually did a scope. He tried hard to go as deep as possible but couldn't get anything but a view of inflammation in the right nostril which he removed. We waited it out several more weeks without much change and then saw Dr. Harb for a consult for a rhinoscopy (which Dr. Otten had said originally it might go.) In both cases, with each doctor, they were well informed about our case (thanks to Vickie and great inter-office communication) and we were in no way pressured. Docs were patient, thorough, caring, knowledgeable. And in the end, we went for the rhinoscopy. Fast forward a few hours after we dropped our dog off, Dr. Harb had found the culprit. It turned out to be a reeeeally long skinny foxtail waaaaay up our dog's nose. Mystery at last solved. In summary: every touch point along the way, starting with Vickie, the doctors, the receptionists, the vet techs--everyone was competent and caring. There are signs around the office too about how much PESCM cares about your pet and it's not just lip service. Our only regret is for regular care we have to go back to our local vet and we and our dog are *seriously* spoiled. Knowledgeable and warm professionals, clean facility, great coffee/espresso machine, lots of room in the waiting room, we will miss PESCM (but are also glad and grateful to have graduated!) Thank you everyone at PESCM!!
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August 2023 by Julie S.
Great group from Reception to Techs and Vets. Triage was very quick and everyone was incredibly attentive. Note this is an emergency facility -they assess based on potential severity and level of duress. You may have to wait awhile but it's well with it for the level of care you're pet will receive.
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August 2023 by Jane M.
Although everyone was nice the staff was under some serious stress. Despite being the most expensive trip to the vet ever, my dogs were neglected because of short staffing. Its important to keep the bar low because this is an emergency clinic, you know its expensive, you know its a rip off, you know it may be crowded, But why am I spending all of this money if this company isn't adequately staffing its facility? I had a poison scare and poison control did recommend inducing vomiting, after discovery of the threat to arrival at the vet the longest it could have taken is 30 minutes. They didnt induce vomiting for an additional 50 minutes. Then when I complained about it they assured me that poison control told them it wouldnt make a difference past 15 minutes. Id like to invite the staff and poison control to put themselves in that position and ask themselves how they would feel if their 8lb dog had to wait 50 minutes before inducing. I was given the same excuse by several people, "We are short handed" So I am begging this company to take responsibility and cover my fees, or adequately staff their business so that there exorbitant fees make sense.
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August 2023 by Beatrix G.
Compassionate and knowledge staff and doctors. The medical people are wonderful with my dogs. Even my Jekyll and Hyde Chihuahua mix.
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July 2023 by Jennifer W.
My sweet 13 year old dog was recently diagnosed with cancer. My heart was broken. I took her to a "reputable" oncologist in SF and was met with the most callous treatment I have ever experienced with a vet. The team was cold, nobody interacted with my dog with any warmth or compassion---as a matter of fact, nobody touched or directed any kind words toward my dog the entire time I was there---they took her from me to take her back to be examined then handed her back----the vet didn't touch the dog at all in my presence. I was then told that I had 2 options for my dog: either a radical surgery to remove half of her jaw (followed by other things), or go home, do nothing and wait for her to pass. Now, I have had a lot of pets, and I understand that she will likely not recover from this, but when asked if there was any middle ground, anything short of this extreme surgery, my question was basically dismissed with such an absence of compassion and empathy that I was literally shocked. The vet wanted me to make the decision on the spot. I decided to get a second opinion and took her to PESCM the following Monday. From the moment I walked in, it was a completely different experience. The front desk, the tech, and the vet (Dr. Britton) were all beyond FABULOUS! My dog's diagnosis and long-term prognosis didn't change, but the availability of other options, and frankly, the fact that they seemed to actually care about and like animals, made such a huge difference in what is an inevitably tough road. I am hugely grateful to Dr. Britton and the staff at PESCM for seeing and hearing me as I do what I can for my sweet pup. If I would give a million stars I would!!!
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July 2023 by John M.
The place is clean and the staff that they do have is nice. Our cat was taken care of and has healed from the cut she had under her chin. This would be a great review if it were not for the 8 1/2Hrs we spent there on Friday 07/14/23. Yes, 8 plus hours to have our kitty seen and treated. We arrived there at 4:00Pm and were checked in and were nicely told..." We are quite busy today so it may take up to 2hrs for your kitty to be seen...". That seemed appropriate as it was a walk-in emergency and there were a number of people already there in the lobby. As the 2hrs turned into 4hrs and then 6hrs, we realized that the people we were chatting with had gotten there at 2:00pm, 2hrs before us! They need to hire more staff and while I know it's hard to get people, they must know that making pet owners sit 6-8hrs to have their injured pet seen, is not right. At one point, around 7:30pm while waiting in the parking lot to charge my phone, I saw two veterinarians leave and drive away. I was later told that there was only one vet on staff and 6-7 rooms with pets in them waiting to be treated. Point being, the two vets who left, knew there was only one person left and a hospital FULL of people in the waiting room for the 4, 6 up to 8hrs already. If it's going to be 6 to 8hrs, say that and allow us to drive to another vet hospital at the very least. Once we had sunk 4-5hrs into it, our options were not good because it was now 9pm... If we knew at 4pm, we would have left and had other options. They did a good job with my cat so I am grateful for that but the wait was not acceptable and not saying that it might be 6-8hrs was wrong.
