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February 2024 by Kurt Payne
Vet is closed at random times and refuses to work with any pharmacies or carry the food or medication my pet needs. It’s an act of congress every year to get a paper script from the vet and then carry it to the pharmacy. I’ve showed up TWICE now to an office that is supposed to be open but instantly closed without notice on their website or soon
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October 2023 by Huake He
Very helpful staff and doctors! They helped me go through protocols to ship my friends cat to Singapore, arranged vaccination times, gave useful suggestions, and contacted USDA for emergent issues. My friends cat is able to travel safely and smoothly.
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July 2023 by Lillian K.
My mom wanted to give them another try since it's close to her home. NEVER AGAIN! This place is dishonest, they'll try to sell you their Ins package first, and if you tell them you have pet insurance, they'll add on additional services that your pet doesn't need so they can make money!!! We received a treatment plan for our dog's post surgery "lab work" it was ranged from $533.00 to $737. Somewhere around there. When I looked at the breakdowns. I called and asked why is there a add on thyroid test in there, first the receptionist couldn't explain it, but kept putting me on hold...I cancelled our up coming teeth cleaning and skin tag removal due to the unexplained add ons. Then someone name Kathy called us back, asking if pricing was a issue they can adjust it, no pricing is that the issue. We have great pet insurance that will cover everything plus wellness, she give me some BS about the CBC blood work doesn't show the liver and kidney values due to our dogs age and the package of blood work they are running... the add on thyroid will show his liver and kidney values. I know how blood works works and shows, I have 2 other dogs at home that has had blood work and teeth cleaning done before. Never again! Take my mom's dog to our vet for teeth cleaning. These people think they can charge you like the Four Season with Motel 6 services!!
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July 2023 by Jennifer H.
I had a tumor removed from my dog's foot. The surgery went well - Dr. Haddad is their Director of Surgery and incredibly skilled and experienced. My poor rating is mostly due to their Dual Hospital Manager Jen M. I realized weeks after the surgery that I never received the histopathy examination results to see if the removed mass was cancerous. She insisted on speaking over the phone, and when I sent her a long email regarding my experience, she replied with an email with no body copy and attached documents. It's been a couple weeks since she told me she would relay the message to Dr. Haddad and have her get back to me after I followed up with another email, and I haven't heard anything since.
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October 2022 by Me R.
I can NEVER get an appointment even though I purchased their insurance with so called "unlimited appointments" had to take my dog to another location, pay their fee plus medication, since he had a bad eye infection. No effort was made to accommodate us, yet they collect my monthly payment every month. I'm very disappointed and angry mostly with myself for thinking this would actually benefit my pet. Don't fall for enrolling in their insurance you will never get an appointment unless you wait 1-2 months. Complete rip off! I'll pay over $1,000 without being seen! Ridiculous The Dr is great though and we wish we had the opportunity to see her when needed.
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September 2022 by Elizabeth S.
This review is LONG overdue and in reference to service on 8/30/21. My senior cat was eating but losing weight quickly. He had been indoor for most of his life. The last vet I took him to was price gouging and almost impossible to get in contact with. I'd say VCA is all of that and more. I have absolutely no interest in trying another VCA after this drawn out debacle which likely led my cat to an early grave due to all the time wasted.I had an appointment on this particular day, arrived on time and waited in the parking lot until called in. Once, I entered the facility the vet tech instantly took my cat away for examination leaving me in the room, which I did not like one bit. I understand I cannot be present for tests but who does this?? I found it was very shady, but felt I might be overzealous with my sentiment when Ms. Shirley Chan DVM returned with her assessment and course of action for tests. Little did I know she doesn't care nor did anyone else I spoke to in trying to follow up with lab results! Everytime I called, they would "check" and get back to me. That never happened and an entire month went by with me just incessantly trying to get a current status. I had confided in my mom who is a clinical scientist at Stanford Hospital. She let me know the samples should have been tested within the week if not frozen for testing later- which would make no sense to do so. It was soon after, I called and insisted they refund me instantly! I paid initially $581.73 but was instantly refunded $354.00 They should have refunded the entire balance as ABSOLUTELY NOTHING WAS ACCOMPLISHED here! VCA San Carlos swindled $227.73 from me during this process, wasted my time and my cat's ailment became progressively worse. Trying to get the rest refunded wasn't worth my time as these people are very elusive.I ended up having to treat him at MedVet (an emergency vet). Their service was outstanding and he ended up getting the treatment he deserved. Unfortunately, I wasted an entire month with VCA and nothing could be done once the final diagnosis was complete.The vet who serviced me that day should be ashamed of herself as this entire facility. No one gives a damn as several calls had no affect in getting a return call from Ms. Chan. My cat lasted four months after this initial visit, and I definitely was going to review about it. There might be some amazing vets here based on other reviews. I would not roll the dice at VCA. If you love your pet, find a reliable vet. Crystal Springs Pet Hospital is the absolute best. My second cat got a full check up, treatment and a clean bill of health after her brother passed on.
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June 2022 by Lisa Donchak
Staff are not transparent about the process or timelines, communicate poorly to owners, leave you on hold for extended periods of time, and leave animals unattended in kennels with no communication to owners. Expect wait times 4-10 hours.
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April 2022 by Annalisa V.
Very nice staff, but way over priced, I feel they price gouge pet owners when we are at our most vulnerable,Knowing we would do anything for our pets in an emergency... Was told my dog needed a common procedure done at 7,000 dollars. I found a place that did it for 2,000, also getting half covered by an organization.
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December 2021 by Meg D.
So glad I was able to go back to my vet of years ago. I cannot recommend this "corporation" calling itself a animal hospital. Did not want me to use my prescription drug company I had used for 40 years. Why? Because they want you to purchase from them at a much higher price. By law (CA) if you take your pet in to be checked they have to give you a paper prescription that you can then mail in.Now I am back to my favorite vet and am able to go online and get my pets meds easily and at a much lower cost. They also try to get you to bring in your pet every six months instead of once a year. Seems to me a "for" profit hospital, not really caring about the animal or people on a fixed income.
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November 2021 by Tina R.
Terrible customer service AND medical triage/care. My cat has a problem (likely ear infection) that needs evaluation and treatment sooner rather than later. Even though he's been a patient here for 14 years, they offered me an appointment at the end of November ( it's Nov 5 th today). I spoke first with receptionist and then assistant manager. They just repeated that they are booked and have no appointments to offer but I could try calling another VCA or I can try calling back every day to see if there's a cancellation. Zero empathy. Hard to understand how they stay afloat providing such poor care and customer service
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October 2021 by Rene S.
My 7 year old pit bull Champ has been going to the VCA in San Mateo on Palm for years. His doctor, Dr. Hughes (who is amazing) recently left the practice so I have been searching for a new primary doctor. It's been a touch search. Champ has severe allergy issues that leaves him with infected paws, itching, ear infections, etc. he also has had two cancers. I need a vet I can trust to know his history so I don't have to explain it every single time on a visit. I recently went to VCA in San Carlos and Champ was seen by Dr, Lam. I'm so happy we found her. She took her time listening to his long history (and it's long), didn't rush me, she cared, and provided a great plan for him. She did a follow up call to check on champ and provide a game plan for his situation. I'm so happy we found Dr. Lam. It's hard to find someone who cares and doesn't rush. I'm very protective over Champ and the last vet I met I would not let him sedate Champ for an X-ray. He gave me only "money vibes". After meeting the Dr. Lam just once I felt comfortable she would take care of champ while he was sedated. That's big for us! Thank you VCA and Dr. Lam!
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September 2021 by julia w.
I wish there was some saving grace to this place, but it is not inexpensive, the communication/ returning of phone calls is lacking, the appointments have not gone well...... I need to find another place to care for my dogs. I had one good experience years ago and since then it has gone downhill. I have had particularly bad experiences with having medications filled within a reasonable time frame. - Although you can leave a message I have never received a call back due to leaving a message. -I was given a choice at a recent appointment as to what tests I wanted done for my dog and I made the choice to skip one. Nothing was said to me at the time however I then found out that they wouldn't refill my dogs medication without that test! That would have been good information to provide when telling me I had a choice on the tests. -The employees answering the phone either seem to be very nice or the exact opposite; I cannot believe the way I have been spoken to by the employees, including the techs. - information (even within the same phone conversation!) has been inconsistent as in one person tells me one thing and the next person tells me the exact opposite! It makes me worry for people who don't ask for clarification, especially when it comes to giving potentially an overdose to your dog due to misinformation.
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August 2021 by Jeff W.
These people don't seem to care much about my animals they tell me I have to have exams to get my dog's prescription refilled my dog went there for an emergency treatment they saw him they examined him and they still refused to give him his medicine of apoquel for his itching I've called they said they would have a prescription for me they never called me back a week later I called again where is the prescription and I go to their voicemail system and they're in their stupid setup of the voicemail does not tell you to press prompt too so whoever sent the outgoing message is some kind of a moron these people aren't worth s*** hey don't care about your animals they just care about your money
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August 2021 by Maria H.
I am so grateful for this hospital. My large breed dog suddenly developed serious symptoms on a Friday afternoon. VCA San Carlos was fully booked, but after I described his condition, they quickly agreed to see him in order to do a triage. I am so thankful to everyone in this hospital for taking care of my dog in such a caring way.
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July 2021 by Bev L.
Went to have a sore looked at today on my dogs leg. A very young vet treated my dog with lab work and cleaned her eyes. She did do at a fine needle aspiration of the cells in the growth. Said growth showed non cancerous cells. Total bill $680. Ok and an estimate to remove the growth $1300. Ok again. When I received a different email quote later today it was for $1800-2300. When I called they stated they forgot to add a few things! I will be looking for a new vet!
