Heart of Texas Veterinary Specialty Center & 24 Hour Emergency Center

Reviews 4

JE

Jessica Bush

Worst customer service experience ever. I dropped my daughters cat off at this facility for overnight observation after he had surgery at our regular vet. When I dropped him off, I was asked to pay the high end of the estimate for the stay, which I was glad to do. When I arrived to pick up our cat, the total due was roughly $400 less than I paid and I was told by the receptionist that I should expect a refund check in the mail in 1-2 weeks. She scribbled the amount they owed me on a sticky and asked me once again to be patient for the refund check. I waited the full 2 weeks with no refund and decided to call the office and check on it. I was told that my number was going to be left for the practice manager, who was out, and that I should call back on Monday. No big deal, being the weekend and all. So I called back on Monday, mid-day. At this point, I was told that it was clear that I overpaid but that there was no record of them sending me a check. She admitted that sometimes the weekend people dont know how to note situations like this and she would need to check about next steps. I was put on hold so she could check with the practice manager who confirmed that my refund did, indeed, slip through the cracks. I asked that the practice manager call me back with a resolution - specifically when/how I would be receiving my refund. No returned call. I called back later the same day to get the status and still was told indirectly by the practice manager that she would have to call the main office and expedite the refund... still with zero indication of when. I asked for a call back with this info. No returned call. I called back one last time - the day after - for the status and asked to speak to Jodi directly as this is the name I heard repeatedly as the person to talk to - and the one I see in response to reviews here. The person who answered the phone asked my name, put me on hold, and came back to say "Jodi said your check is in the mail." I suppose if youre not interested in ensuring that you speak directly to your customers when they have legitimate concerns and frustrations, then youre left with a negative review. You had every opportunity to make this right immediately - and even in the subsequent phone calls. Now youve forced someone who never leaves negatives reviews to do just that. Best of luck with this business approach.

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JU

Juliette Me

Horrible experience with this clinic - staff were rude when I asked questions about the surgery that was scheduled that day, and the doctor was worse. The vet tech wanted to take my puppy back as soon as I walked into the room, when I hadnt signed any paperwork, or even met the vet yet. She was surprised when I refused to hand her my dog and asked to speak with the surgeon and go over the paperwork first. He came in and roughly man-handled my little pomeranian puppy who had a broken leg that required a steel reinforcement, stretching and pushing the joints, popping the knees of EVERY OTHER LEG to tell me he thought the joints were loose and the dog was "not of good breeding"....seriously?? he thought this is the time to do this when my dog was already hurting?? Then he suggested that we talk about reconstructive surgery on the other legs "at another date" - he was just hoping for more appointments in the future? I had no words for that. Then the paperwork had a "rescuscitation fee" which went over details such as "if your dog suffers complications during surgery, we reserve the right to charge whatever additional amount of money we deem fit to resuscitate, and if you dont sign to allow this, we reserve the right to allow your dog will die on the operating table" - I had never seen this type of wording in a contract, I didnt want to believe that if you dont sign that waiver as they would actually allow your dog to die on the operating table, so I checked with the vet tech - When i commented on how I had never in my life seen a paragraph that said that and I have had many many pets undergo surgery, the rude vet tech said "well, we like to cover our bases". I left immediately after meeting the surgeon, called my vet and begged to be referred to another clinic - and went to Central Texas Vet Clinic (which I had previously thought would be more expensive, but boy was I wrong). The brought my puppy in for surgery THE SAME DAY - They didnt have ANY paperwork that said anything about not resuscitating your dog if it had complications, the doctor didnt say anything about all of the other legs needing additional surgery, and overall the surgery was less expensive than what was originally quoted, so I ended up paying almost $1,000.00 less than expected. 10/10 would go to Central Texas again, would NEVER go to Heart of Texas....ever.

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SC

scott andrews

Went here because my dog had a large 2 to 3 cm gash on this side called ahead staff was not helpful or informative over the phone and some what rude I show up fill out paper work and the tech just takes my dog to the back for the exam which according to the signs everywhere is 89$ which is fine a bit pricey but it is a emergency pet hospital what wasnt okay was the I would have much rather gone in the back with my dog didnt even have a chance to express that heard my dog barking and crying in the back and from an owner perspective not seeing why my dog is yelping and whining is disturbing then they bring my dog back to the front and usher me Into a different room to wait to speak with the vet she was nice and informative but the messed up thing is the sign I spoke of earlier stated 89 was the initial fee and then a treatment plan would be presented before inquiring any additional fees well that wasnt the case they clipped and cleaned and bandaged the wound and additional 50 dollars or so which really I would not have mind paying but its the principal of the thing I was not informed of additional things being done they were just done without consulting me or informing me charged 25 dollars to bandage the would which to me seems ridiculous but I dont know and like 30 to clip and clean the wound I feel this was a dishonest practice to have a sign saying that and do the complete opposite of said sign so after 146 dollars or so which I had to remove a 75 dollar script they tried to sell me that I can probably get for like 10 bucks Ive been told to take him to the regular vet Friday not good customer service not honest business and seems like they totally take advantage of the situation you and your pet are in . Think twice before coming here and if it is your only option as it was mine be aware of these sketchy practices

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TO

Toshua Vinson

2 stars is probably a stretch but I feel they deserve this just for being a 24 hour weekend facility. Called and spoke with someone who basically told me to bring my cat in as they could not give medical advice over the phone. Our cat was spayed 6 days before this visit at our local vets office and after being chased by our dog her incision opened about 1/2 inch. She had already removed her 2 stitches on her own (crazy cat), no signs of infection so we thought a stitch or two and we would be good to go. Upon arrival we were quickly taken into a room and a vet tech was in within 3 minutes to take our cat for an assessment (3 hours later it felt more like a hostage situation to get me to agree to an excessive treatment plan). The vet said she could not stitch as there could be an infection, couldnt tell me what signs of infection she saw but refused to stitch because the spay was not done at their clinic. Her treatment plan was for pain meds (no signs of pain), antibiotics, whole body bandaging and recommended we leave her overnight for observation for $400+. Oh, and then bring her in daily for $30 bandage changes for 10 days. I had them bandage the cat, got pain meds and rx to get antibiotics on my own ($10 at cvs compared to $68 from them). $167 later we finally left with a cat who was confined to a powder bathroom, on the pain meds, and still managed to completely escape her full body bandage in less than 4 hours...what a waste of money! Weve been home bandaging with butterfly and steri strips and shes healing nicely!

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