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November 2023 by Jen P.
I would like to expand on my review since I believe this could be helpful to pet owners.Our dog, Lou, was a patient of VCA Holly Street for almost 10 years. And by patient, I don't mean he only went in for the well checks and vaccine shots. Lou was a regular. From the moment we rescued him he had health issues. I was originally referred to a small vet clinic in San Mateo that was WONDERFUL, but because I had three small children at the time of his adoption I needed a vet closer to our home.Years of skin infections, ear infections, oral medications, wipes, foams, referrals to pet dermatologists ($$$) and no one at VCA Holly Street could solve his issues. We were advised to bathe him three times a week with expensive, prescription shampoo and switched him to a prescription diet ($$$). And even when we did everything we were told it wasn't enough. Or we didn't "catch it in time." Really? At one point Lou was so sick I thought he was dying because he wasn't eating and I kept finding him in our closet laying down. By random chance, one of the several doctors we saw at VCA Holly (there is NO consistency there) diagnosed Lou with a staph infection that he likely had for over one year. So the numerous times he had been in over the course of that year NO ONE caught that he had a staph infection? Four months of antibiotics and several follow up visits ($$$) seemed to cure him but in reality the damage was done. His immune system never truly recovered.One particular doctor, who I won't defame, gave us a lecture every time we brought Lou in. We weren't doing enough. I explained that while we love our dog and want him better, we are a busy family with three kids and two working parents. The care she prescribed us for Lou would only be realistic for someone with no other responsibilities and endless funds.At the end of Lou's life he was very sick. Multiple skin/ear infections so painful he was constantly scratching and chewing himself raw. He was waking up in the middle of the night howling and crying. He lived with a cone around his neck. This was not a happy life for a dog (he was around 14 years old too). When we discussed with the vet the humane decision of putting Lou down she was mortified. This vet argued and shamed us for wanting to consider a humane option for our very sick dog because she only saw it as "skin issues." Hmmmm...skin issues that caused him almost daily pain and our family close to $20,000. She could't understand why we weren't on board with the PAGE of instructions she gave us to "potentially" cure Lou or why we wouldn't agree to a $500 test that may or may not tell us what was wrong. She was asking us to spend an endless amount of time and money without a promise of healing him. Where there was an opportunity to charge us for extras, they definitely took advantage of it.We decided to get a second opinion at the SM County Humane Society. We explained Lou's life and health history and that we were considering putting him down. The woman we spoke to was companionate, understanding and realistic. We made the decision to put our beloved family dog down. VCA never followed up after our final appointment. Several weeks later when I received a vaccine appointment reminder in the mail I called to let them know Lou had passed. She said she would let the vet know. That vet never acknowledged his passing. Not a call, text or card. Lou was a dog this clinic knew well because as I mentioned he was a regular.So what was it really about all these years? To be clear, I don't blame VCA for all of Lou's issues. What I'm most disappointed in is that at the end, when he was so sick and we were seeking sage advice, we were shamed and made to feel like this was our fault. To sum up, this clinic is fine for the pet that rarely needs to see a vet. If your animal needs care above and beyond the norm, go elsewhere.
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November 2023 by Tina L.
While our specific veterinarian is wonderful, this animal hospital is just awful. The receptionists are generally rude and unhelpful. They refused to accept our dog early for an appointment (even just to hold him in a kennel) while we were heading on an international trip. They signed me up for Care Club without dental coverage despite that being the ONLY reason I signed up for it, but none of their communications mentioned that. I could go on and on. This place is no better than a puppy mill... just moving as many people in and out and charging as much as they can while forgetting the whole point of the business... to love our pets as much as we do. Choose another vet for your family member.
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May 2023 by Craig W.
The staff is wonderful, getting an appointment was easy, they took great care of our dog and I'm very happy.
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May 2023 by Lena S.
I wish there was a lower rating. The reception has no compassion! I called for at home hospice/euthanasia and rather than inquiry or support, simply a "I don't know any." Then today I called to ask to be removed from the mailing list because I am receiving postcards and emails about a pet I had to put to sleep day before yesterday. No acknowledgment or empathetic words that I had a major loss of a pet they have known for over 15 years. She just wanted the pets name and asked me about another pet on the list that isn't even mine! And this is an animal hospital and vet care! Don't go here if you want compassion.
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March 2023 by Maurizio Morri
(Translated by Google) Best knows!(Original)Best vet!
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January 2023 by J L.
We have used VCA for years. Dr. Bower came extremely highly recommended by a top veterinary specialist. Since we've been with the practice, he has always given our cats kind, professional care, Our cats have visited him for many years now, and he's probably the best vet we have seen. We also referred my sister-in-law's dog to him, and one of the vets operated on him for cancer. My relative also felt that the doctor was excellent and the vet charged a very reasonable price.
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December 2022 by Peter Morucci
We have been going to VCA long before it became VCA. We have brought all our pets there since 2005. We always felt comfortable with the care they gave our pets. Never had a negative experience regarding care for our cats and dogs, until just today December 03, 2022. Our senior kitty has been on a steady decline. We made the ultimate decision this morning. Called VCA. They said no. NO? Their reason (receptionist) was that it had been too long since our kitties last visit, and would need to make an appointment with a vet to discuss our concerns. We attempted several months ago to make an appointment after kitty has a seizure and were told it would be at least a month before we could be seen. SAGE to the rescue. SAGE took him in the very same day. Kitty ended up needing several days in the hospital and returned with a poor prognosis (kidney failure). We have made our cat as comfortable as possible for as long as we could. We were hoping to have our boy treated for the last time at the place we were comfortable with the care. No. We are now going to SAGE one last time with our beloved kitty. VCA, you should be ashamed. Heartless. Cold. I would even go so far as to say cruel. How dare you turn your back on our loved ones. Make an appointment they said. First available is December 24th, 2022. So let me think about this. Let my poor dying kitty suffer for 3 weeks, only to die on Christmas Eve. This is VCA.
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September 2022 by Apple Lee
I’ve been a client here for over 15 years. Before COVID, the level of care and professionalism here was great. Since COVID, however, the front office’s level of triage competency has plummeted. I don’t know if it’s a mismanagement of scheduling, shortage of vets/staff, lack of training or what but VCA Holly St is absolutely incapable of handling minor urgent care needs. I understand if there are no available appointments, but there are no attempts offered or made to suggest alternative care or options. For example, my pup had a growth that grew and became infected and could not wait until the scheduled appt. Called and described issue, but received ZERO help, suggestions, options, ie, “let me ask the vet, can you send pictures, etc”. Called an ER clinic, sent them pics, scheduled a same day urgent care visit, they requested and received VCA’s records, treated and released pup. Suddenly VCA calls and offers meds and advice and concern. My question: why does it take another clinic’s inquiries to spur VCA into some type of action that should’ve been taken to begin with? An effort, all I ask of my pets’ veterinary clinic is an effort, even if it ultimately means a referral to another vet. Offer me options. To be clear, once seen by my vet, the care is great, it’s the front office that I take issue with and is what’s making me consider taking my dogs elsewhere. Do better VCA. Train your staff to triage and offer solutions. Look to the staff at Sage and take notes on how the treat their clients.
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September 2022 by J W.
The front desk people have been great. No appointments were available till end of the month, and my dog had runny and red eyes. I called the a number and thought it was the local Holly Street. I was the national advice line. They told me to call the local VCA and bring her in the next day, after uploading pictures of her eyes. I called and Demitri was very helpful, and told me to call in the morning for cancellations. Demitri actually called me the next morning with two cancellations, so we could were able to bring our dog in. We saw Dr. Bower, who is excellent. He was very communicative and explained everything to us. He also helped us with our older dog (who passed earlier in the year), and explained her prognosis after doing an u/s on her. The doctors we have seen through the years, Drs. Walker and Christensen are also wonderful. Nina, the other front desk person is great too and very nice. Our experience even during covid, has been positive. It is nice that we are able to go into the office with our pet now.
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September 2022 by Carolina P.
I am so sick of dealing with rude receptionists here! When I brought my puppy here for his initial 1st year puppy care it seemed all love and care, at pretty expensive price, didn't matter- my baby is worth every penny. However once COVID hit and my dog needed his flea & tick and heart worm medicine refills I understood that we pay over the phone and they leave the medicine outside for you. But when it came to my dog having tummy issues we were told to pull up outside and call them when we were there so they could come outside to pick him up and take him in for the vet exam. I honestly don't know WHAT they did as we weren't allowed inside but it took 10 minutes and about $200 for them to bring him back outside and say he's fine. That never sat well with us because our fur baby continued to have tummy issues and we had to find a different vet and start a whole new process. It hasn't been a year since this place had seen him for an ear infection (tends to happen a lot with Shih Tzu's if you don't take care on how you wash around their face) so I called in the hopes that they could just refill the medicine. I was given a whole song and dance about this possibly being a new kind of ear infection (same kind he's had before) and they wanted almost $300 just to be seen, results examined (by who? NASA??) were extra on top of the cost of medicine so I declined their insistence that we bring him in and I was spoken to in a "warning" kind of tone about this possibly being an almost life or death situation. No. They just wanted the money. A few days later I got a direct text letting me know my dog had an appointment coming up and that if I didn't call by 5pm I would be charged a Cancellation Fee! I just called to reiterate that my dog has a new vet (that actually cares about HIM not how much they're going to charge me!!) and that I made NO appointment with them yet the text, which I did feel was a bit threatening by stating that if I didn't cancel by 5pm I'd be charged a "Cancellation Fee" the receptionist was extremely condescending, talked over me and ultimately stated she wasn't in the mood to be combative with me when all I stated that I wished for them to forward my dogs medical records to the new vet as she had stated that since I was with a new Vet they would be destroying my dogs file and they would no longer have access to them! I've never had a receptionist take it upon herself to dictate to me the process of getting medical records transferred and then immediately being told she was hanging up rather than be combative! Sweetheart, I just needed you to not destroy my dogs medical records just because I chose to take my fur baby where he is actually cared for. Not my wallet. Bad look as always VCA Holly Street.
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July 2022 by Lora M.
This VCA Holly Street is money-oriented, not dog lovers. Vet sees your dog alone and says he'll deal with the problem next time. Still waiting 6 months later while my dog and I have suffered thinking that it will be handled by a good veterinarian. Now they can schedule my pet again and the price has tripled over the phone since the last visit. Nothing has been done yet! Mediocre service. I don't know how they handle your pet. It's a secret. Extrememly disappointed and sad. I thought they loved they cared.
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July 2022 by Arlene G.
I have been reading the reviews and I feel the same way about VCA hospital. It's overcrowded, it's slow and you have to wait hours (in my case they estimated at least a minimum of 3 hours) in the car because of Covid restrictions. And you can't leave or you'll lose your place in line. It's horrible service. I found a vet that allowed me to leave my pet at their facility and they would call me by the end of the day (and they did after 1 1/2 hours).
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June 2022 by Aleina D.
I had been going to this vet for over 10 years. Dr. Christianson is a great vet and took care of my kitty all the way until her last days here. But other than that I have received awful service. There is poor communication, I get spoken over whenever I try to call, most of the girls who work there are very rude and come off judgmental. This last time I called to make an appointment for all three of my cats, no time nobody disclosed to me that if I missed my appointment, I would still pay for all the services that I would have received for that day. I called asking about this 400 Bill that I am receiving, and they told me that there is nothing that they can do even after the fact that nobody disclosed this to me at all during the time that I originally made the appointment. You still wanna drain money out of my pocket as a company even through the pandemic for services I never received from you guys? That's scandalous. I am no longer a vca customer..
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May 2022 by Deborah P.
I highly recommend Dr. Christenson. He showed such compassionate care for my senior cat. I had to make the difficult decision to put him down. Dr. Christenson walked me through the process and put my mind at ease. His support and calm manner helped me make this extremely hard decision. I will forever miss my beautiful cat, but knowing that a kind, compassionate doctor helped him transition makes me feel better.
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December 2021 by Jeanne C.
How disheartening to find money seems to lead the care at Holly Street Animal Clinic. I am 85 years old and no longer driving. My dear pet needs a special diet , purchased with a prescription written by a vet...well, I was told ,pick up the prescription at the office only is the practice of this business.! ...Do I take a taxi to the office? ; call my daughter from her employment to pick up the prescription? What to do. "Office regulations" does not allow for faxing the prescription to Chewy for refill and also will not allow sending me the script to my home computer to send to Chewy...Yes, I know the business practice wants me to purchase the food from them, but it is an increase in cost over the convenient Chewy services...We have been a customer at the clinic for some years and it seems, this will be the last exchange for us ,taking my dog's care to another veterinary service. I am sure I will find a qualified vet who can hold the quality of care to accommodate both animal and older owner's needs. Is this what "DOG EAT DOG WORLD" means? Get along as best you can without help along the way from caring fellow citizens. As I wrote in the beginning...it is DISHEARTENING to find this treatment where this business is not really caring for animal or elderly owner.
