Animal Care Center of Polaris

Reviews 3

TH

Theresa Hanlin

We had just moved to the area and I took my dog for a simple nail trim and came out spending over $200. Although frustrated, I still went back for a second visit, for a nail trim, and was told that she was also due for a shot, a physical, and full blood work and at her age it would be traumatizing so they would need to put her under. I was very concerned when I left her because with her age I was worried she wouldnt wake up. The staff made me feel like I was ridiculous. I believe I spent about $500 for that visit! The worst was when I took her because she was really sick, I was given an estimate and was told she would need to spend the night. I signed a form at that time that any expense over the estimate was to be discussed with me. I did receive a couple of phone calls from the doctor telling me what they were already doing (so my assumption was that it wasnt an additional expense because it was supposed to be discussed with me first and no mention of additional fees was ever brought up and they were already doing it without my permission). Much to my surprise, when I went to pick up my dog I was told the fee was over $1,000 (the original estimate was in the $400 range). To say the least I was very surprised and disappointed. Dont get me wrong, I would have approved it because all I wanted was my dog to get better! However, I dont just have an extra $1,000 lying around. I said I would pay it but expressed my disappointment about how it was handled, the staff member totally agreed with me. She took me back to a room and said she would get the doctor to come out and speak to me. Well the walls are very thin and I could hear every word and I was beyond disappointed in the doctors response. She said that she had called and told me everything they were doing and if I didnt ask about an additional expenses then that was too bad and no ones fault but my own. Her staff member disagreed with her and told her it was wrong and she screamed at the her and told her she just needed to come out and tell me that I had to pay it and if I didnt she wasnt releasing my dog! I was furious at this point and there was no way anyone was keeping my dog from me. It took 45 minutes for the staff member to come talk to me and you could clearly see how upset she was. She told me she wouldnt keep my dog hostage and had another staff member bring her out to me. My dog was physically feeling better but was clearly extremely upset (even more than usual from being at the vets). Again, I feel the entire situation was handled very unprofessionally and I will never go back.

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Nikki Eatin

I want to take this time as the owner of Animal Hospital of Polaris to say what really happens with some of these reviews. To Theresa Hamlin I know you are upset because you just received your bill in the mail. The conversation went like this. Theresa, Sunny is very ill I need to proceed with diagnostics to find out what is going on. You sign the treatment plan. This was just for the diagnostics. I called you 2 hours later stating how sick your dog was and needed to be placed on IV fluids, medications and round the clock hospitalization. You said OK whatever was needed for my 17 year old dog. At NO time did you ask me the cost of this. You said to go ahead and do what ever was necessary. I called you twice daily every day letting you know she was improving. DO YOU really think VETERINARY MEDICINE is FREE. You came in and was surprised by the bill, however your 17 year old dog was better. We tried different outlets for payment you were not approved for it. I was extremely upset with you that day. We had talked numerous times and you never asked me about price. You expected us to give you everything for free that day. The staff explained to you that you did ok the treatment on the phone. You talked to the staff and stated you would pay the bill and was very thankful that Sunny was better. My fault. I WILL NEVER HANG UP THE PHONE WITH ANOTHER CLIENT WITH OUT GIVING THEM AN ESTIMATE. Assuming when you said do anything for your dog meant to me I am not worried about the cost of treatment that is needed to make my 17 year old better. MY SIDE OF THE STORY. Oh and sorry we care so much about your dog and want to educate you on how to take care of your 17 year old dog when you come in for nail trims. Lets not forget you did approve to spend that money to make sure your dog was healthy. You have an extremely anxious dog that you wish to get the nails trimmed. You want me to traumatize your 17 year old dog with a nail trim awake. We talked for over 20 minutes, you agreed that this was the safest and least traumatic way to go ahead with a nail trim. I knew you were nervous and we never wanted you to feel that we did not care. You were extremely happy if I remember when I called you and you thanked me numerous times. How come that part is not on Social media. Call me would love to talk about what really happened instead of you posting on review sites.

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Elisabeth Shirring

I had a terrible experience at Animal Hospital of Polaris! I wanted to send my dog to daycare on a Saturday during my one year olds birthday party and they were the only place I could find with Saturday daycare, so I figured I would give them a try. I set up the appointment easily and was given the list of shots, etc. that were required. I took my dogs shot records in to the office in person about one week before the daycare visit and before I was to visit our current vet for a checkup and was told that everything was in order. When I arrived to drop off my dog for day care at 10:18am - the morning after the store blew through and there were no working stop lights on Polaris Parkway, causing me to arrive much later than I had planned - I was told that daycare drop off is supposed to be before 10. No one had told me this on the phone, and being greeted with a scolding was not a positive start to my experience. As I proceeded to check in, I was told that my dog was missing two shots that the receptionist told me were required by law (which I later found out was not true, they were only required by this hospitals policy) and it was going to cost another $100 (including a $45 vet visit fee) to give the shots to my dog that day. Needless to say, I was exceptionally upset, since I had previously been told that my dog was all set and when a manager (I assume, as he never introduced himself) came to talk with me he actually told me to "shhh!" as I was respectfully - if loudly - expressing my frustration. They were willing to wave the vet fee, but this was not the end of the ordeal. My sister lives in North Carolina and was dropping her dog off at the same time. When she made the appointment for day care, Animal Hospital of Polaris said they would contact her vet and get the dogs records sent - which they never did. It took an additional 45 minutes to contact the vet, get and approve the records, all of which they said would be done before we arrived. Overall, this was a TERRIBLE experience. I did everything I could to make drop off on the day of daycare easy, and yet I still spent more than an hour in the office to drop my dog off for the day. I will NEVER be back!