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August 2023 by Foodie S.
While I am grateful an emergency place exists, the woman that answered my call early Sunday morning, made it sound like if we took our dog there, we'd be waiting to be seen for hours. Well, we went anyway, got there early and no wait at all. First patient seen. Our dog went in because she was limping. We wanted to get it checked out right away. The vet examined her (WITHOUT US PRESENT) and told us she suspected a broken toe, but wanted $900 for an x-ray to be taken. We were a little surprised at the cost and said no. We said we would wait 24 hours and go to our own vet the next day. She said ok and sent us home with some pain medicine. We get home and a few hours later, her limping paw starts to bleed. We take her to our vet the next morning. Our vet examines her, finds a ruptured cyst on her paw (hence the blood) cleans her up, sends us home with antibiotics and no xray needed at all. Thankfully, our pup already feels better. Someone tell me how an emergency vet could miss a cyst on a dog's limping paw?? No mention of it AT ALL. I'm scratching my head..........
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July 2023 by Marissa N.
They were very kind and responsive to our needs. The care brought the little pup back to his vibrant self.
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February 2023 by Kristina G.
They are great until they refuse treatment of an epileptic dog because the initial meds he was putting on are not working and they can put him on phenobarbital which was discussed in the room but they now refuse to put him on it so he can get thru a few days so he can be seen by regular vet then given referral to neurologist 3 hours away. They don't care he is still seizing and getting worse and told me not to bring him in unless he's gone to next stage which is never ending seizure. Who does that, who just gives up on a dog because they don't have a neurologist. I am so very disappointed in the coldheartedness. Even orchard park is appalled when I told them what happened. My advice since obviously you need to go here in an emergency is to not listen if they say we can try something else later take what you can to help your dog at the time. If I said yes in room let's switch meds he may have had a chance now I can't get help here at all. It's disgusting how they can offer a solution then rip it away from you and leave you stranded with a seizing dog who is clustering telling you go elsewhere. Unprofessional.
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February 2023 by Victoria S.
Can't get results of testing you paid for sent to another hospital and then they pathetically lie to keep the money! I have Phone records of my multiple calls they supposedly didn't get and Cornell University still doesn't have the results they supposedly sent, but got all others from every other vet? I have that documentation as well! Used to be good until Thrive Pet Healthcare bought them out and now it's all about money! They will outright lie to keep it! RUN from any practice owned by Thrive Pet Healthcare. Better Business Bureau saw through their lies and now I will contact the Attorney General and file a small claims case! I don't like people that can't admit they screwed up and lie instead when I have documentation from Cornell and my phone records. Not about our pets anymore! Please go elsewhere for testing especially that you ever want to see the results or images of Not to mention my pet was diagnosed with a CCL tear by the Orthopedic Surgeon and he said she needed TPLO and I took to Cornell and did the MRI and he was totally wrong! BE very careful, I'm sure I'm not the only one! Thank God I got a 2nd opinion! RUN PEOPLE RUN
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January 2023 by Cassi H.
My puppy at 6 months old broke his elbow and growth plate and had to have emergency surgery. They got him in right away and took the best care of him. The staff is so friendly and pleasant and let me call throughout his stay there as many times as I wanted to check in on him. As we went back for the next three weeks for check ups after his surgery, he was so excited to see everyone. It made the awful situation a better experience for us. 10/10. My boy is back to running around and playing like he was before.
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January 2023 by Brenda R.
Staff was very welcoming as soon as we walked in and the vets here truly care about your pet. Communication with the vet and staff was also thorough and they welcome any questions you may have. My dog stayed overnight and when he was returned to me, he was just about completely healed. This clinic is worth every penny!
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August 2022 by D R.
I cannot begin to tell you how incredible all of these people were while I was experiencing one of the worst days of my life - the loss of our beloved pet. Right from the initial phone call to when I left everyone was kind, empathetic, professIonal and reassuring. They made the unimaginable doable for me. I thank them for their thoughtfulness and their compassion . The facility is also beautiful and clean. Super professional organization.
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July 2022 by Deana J.
AMAZING!!! We took our little bitty puppy in here in the middle of the night because she suddenly became very lethargic, and it looked like she was having seizures. We were so scared. The staff at this hospital were not only great with her, they also handled our fears and kept us calm. Appears our baby got high off some stuff she found in the hotel floor in the trash hole we stayed at. She is great and the staff treated her wonderfully!!!! I thank them for seeing the problem, treating her and the compassion they showed our baby and my husband and myself!!! Amazing people work here!!!!
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April 2022 by Muchoon M.
Update: Kudos to the team that provides advice on phone. I had to call again for my pet. I think the person I spoke with was Brianna- empathetic and effective in communication. This is much appreciated when pet owners are anxious or worried about the health of their pets.
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January 2021 by Ann C.
Treated our cat for a UTI but missed a case of constipation. Called several times during the next week and the techs were less than helpful. Finally took her to another vet and they diagnosed it within minutes. They are taking advantage of limited vet appointments in the area by charging highly inflated fees. Will do everything we can never to bring our cats there again.
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September 2020 by Eileen H.
I called this service early one morning after my small dog ate a grape. I live out in the country, well over an hour from Rochester and I knew I should get advice before trying anything on my own. The people there were so wonderful. They gave me advice over the phone and I am so grateful. I don't know what I would have done without them. Five stars is not enough.
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August 2020 by Wendy H.
Unfortunately I have a mixed opinion of this facility. My cat was hit by a car and I had to bring her in. We arrived there around 10pm. As soon as I went running in saying that my cat had been hit by a car 2 of the technicians got up and came running out to get her. I received a call in within 10 minutes from the doctor with an update saying that they would have to run tests and do x-rays. I knew that this part would be expensive, but if they could save her that's what I wanted. She said they would call in about 45 minutes after the tests and everything were done to give me all the information. True to her word they called back in 45 minutes and let me know that she would have to have surgery because of multiple pelvic fractures. Because the surgeon wasn't in until the morning they said they would have to keep her overnight until the surgeon could evaluate her. The overnight alone was going to be $1500 on top of everything they had already done. The doctor estimated that the surgery was going to be an additional $4000-$6000 and they couldn't guarantee that she would be able to walk afterwards or even survive the surgery. Overall I would've been at least $8000 in and wouldn't have any guarantees that she would survive. Unfortunately since I don't have that kind of money laying around I had to make the horrible decision to have her put down. I appreciate their kindness and how quickly they were to help me out, but she was a family member to us and we all loved her very deeply. To lose an beloved pet because you can't afford to pay their medical bill is excruciating to say the least! I have always take extremely good care of my pets and the only reason I let my cat outside is because we live on an extremely quiet street with very little traffic and she would stay in our yard 95% of the time. She had only been outside for about 45 minutes when this happened, and the person that did this didn't just hit her but hit and killed another cat as well without stopping. This whole thing has been a very traumatic and devastating experience, and to not be able to afford to pay the vet bill that could have possibly save her life was a completely unnecessary part of all of this. This place should be ashamed of themselves for charging what they do! If I could have taken her to my own vet it would have been a fraction of this cost which I would have gladly paid to save her. If I can ever avoid going back here again I will be grateful. If you're not even slightly well off financially don't even bother walking in their doors, because you'll never be able to afford saving your beloved pet.
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August 2020 by James C.
Excellent vets! Had a great experience with the team, everyone was very kind and helpful. It CAN be expensive but that has been my experience with after hours emergency visits anywhere.
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July 2020 by Wendy F.
If I could leave 0 stars, I would. I had a very traumatic experience on Wednesday night. I came home from work to find my 16 yr. old cat (who suffers from Hyperthyroidism) in a near death state. I called in advance and I was told they would take care of my cat. When I arrived at 9:30 pm, a nice technician came to my car and took Rocky. I was told that I needed to wait in my car because of Covid-19. After an hour, I called the front desk to see if anyone was helping my near death cat. I was told that they had a few dogs in much more critical condition so Rocky would need to wait. I called again 20 minutes later and a condescending receptionist told me that the Dr. had already seen my cat and would call with her report. I waited another half hour and no phone call was received. I called again and the receptionist told me that I was called by the doctor 3 times and I need to be attentive and pick up. I checked my phone and there were NO missed calls. I called back and said that there were no missed call notifications or messages on my iphone. She then kept me on the phone for a half hour because she was sure I didn't know how to work my cell phone. BTW, even though I am in my 60s, I am very up-to-date with technology (especially Apple devices). We couldn't find any problems with the phone settings as expected. I asked her if she was sure that the doctor called the right phone number, but the she was very certain that it was MY FAULT that I hadn't heard back. After waiting over 2 hours in the car with no update received, I was brought into the clinic. They told me the Doctor was very busy and I would just need to wait. I waited 45 minutes in an examination room (without my cat) and finally the doctor arrived. She immediately started telling me a long story about the problems she had with a dog. I kept asking "where is my cat?" and "is he alive?" and "how is he doing?". She refused to answer my questions. She then told me that she was deaf and I would need to remove my mask so she could read my lips. I was shocked that no staff was sent to assist with the communications. She continued to insist that I answer HER questions BEFORE I received an update on my cat. I asked if she could bring my cat to me and she refused. Finally, I was told that Rocky needed a blood test. He was currently waiting in a cage and had received NO treatment. Afterwards, a male receptionist instructed me to go back to my car and they would bring me my cat and the report. Of course, they wanted me to pay the bill first, which I did. I waited another 45 minutes in the car and called 3 times to inquire why it was taking so long to get my cat out of a cage and why the report was taking so long to write since I was told earlier that the report was complete. They only brought my cat to me after I complained that I have glaucoma and was scared to drive at 1:30 am on dark roads and begged them to give me back my cat. When I arrived home, there was a message on my home phone from the doctor as she had called the wrong phone number earlier (so it wasn't my error after all). How could I answer my landline while I was in my car in another town? BTW, no report was given on my answering machine just a few lines of undecipherable nonsense, a one way conversation. I have been getting chest pains ever since this experience. BEWARE of this animal hospital. They pick and choose which animals they care about. Due to the delay in treatment, my cat has no chance of recovering. The staff was completely insensitive.
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March 2020 by Scott M.
When you're in need of service, they are there. The staff was super friendly and Dr Whyle was great. She contacted me with updates on my cats progress and the next morning I was contacted by another Dr to update me again before I came in to transfer to my normal vet. Their pricing is higher than normal, which is why I'm transferring, but you have to remember they are open 24/7, someone is always there. So, be thankful that there is a place like this. Unfortunately most places aren't open on Sunday's so they were the only option. Thank you to the staff that helped my little bud through all this.
