VCA SouthPaws Veterinary Specialists & Emergency Center

Reviews 3

NI

Nikki Lyon

This review has nothing to do with the South Paws emergency center whom I found to be very very compassionate and professionally sound with animals. However this review is based upon the lack of compassion that I have received from the Internal Medicine Department. My almost 3 year old cat was diagnosed with a high probability of FIP from the radiology department after pathology results. So you know, this disease is fatal and its quick. As you can imagine Im completely distraught over this. After digesting the info over the weekend, I called Monday morning to discuss the results with the Internal Medicine Department b/c of course, any fatal disease should be conferred with them right? Hmmm Im not exactly sure about that...nor am I sure this happened in my case prior to my call. But who knows! So when I called they told me that it would be a $220 consult to talk to Dr. Hoch in internal medicine over the phone. I was surprised at the cost b/c I literally just paid $750 the Thursday prior for the ultrasound. But I said sure okay Ill do that, hoping for some options with this fatal disease. Dr. Hoch gets online and is basically like hes highly likely to have FIP. There is not a lot we can do. Thats it! Not how about we try this, how about we do that, basically your animal is going to die and its going to be soon. (Of course Im paraphrasing her comments in lament terms here). I questioned a lot of the findings in my cats records with her and she basically ruled them all out over the phone within 15 mins. And that was it... I got off the phone crushed and without any options...just your cat is going to die...a real lack of humanity in my opinion especially having me pay $220 for a 15 min consult of your cat is dying. BAM! No hope! Zip! Since then, read some reviews on yelp and got courage to call the administrator to express concerns. Upon calling, the receptionist is like "and what is this regarding" so nosey in my opinion...but nonetheless spoke to Billie who was completely compassionate and understanding of my concerns. She told me Tom the administrator would call back tomorrow who Ive yet to hear back from so Im thinking their thinking Im just emotional at this point...and of course I am - who wouldnt be. Well guess who called that night, Dr. Hoch. She basically called about my concerns from a follow-up email that I sent; questioning the diagnosis and asking about alternative meds which was never addressed on my call or the follow-up call btw. Again she ruled out over the phone the possibility of it being something else. She did not offer any suggestions with medicines or alternative medicines until I probed her again about giving an antibiotic at the same time with the steroid my reg. vet had already prescribed. She said sure we can do that, "whatever you want to do, its your cat". Im like arent you supposed to tell me what to do?? Isnt that what Ive paid you for/isnt that your job??? Its just absurd how she is not matter of fact about anything except- hes highly likely to have FIP. Btw, she never called back to check-up on him after administering the antibiotic... And the administrator Tom never called to address my concerns. Great customer service there!!! In my opinion there is real lack of humanity here. Our animals cant speak, we need to speak for them and this is what Im doing. I would avoid this doctor and have the other one in internal medicine review your findings. She may have a better bed side manner. Or better yet - you can go to the Hope Center or the Internal Medicine Vet in Manassas. Much more compassion for animals and a better level of care customer care. You have been warned!

JE

Jennifer Smits

I almost never write reviews and I hate to give a bad one to any place that is trying to help animals. I do believe the vets care and try to help but the facility is badly managed with horrible communication to clients. Several years ago, they saved my cats life and gave her another two years, which I will always appreciate. My recent experience, while my cat was dying, was anything but good. My regular vet recommended I take my cat to South Paws when she stopped eating. She said it was her "best chance" and I do believe that. Over the next few days, my cat continued to deteriorate. She was old and I do believe South Paws tried their best. But I cant get past the bad communication. I would repeatedly call for updates only to have no one call me back. When I did talk to a vet (a different one every day), they were clearly overworked, busy, and didnt know the details of my cats case. I would have to remind them of medications she was on or tests my regular vet ran. I also couldnt get consistent information out of them so that I could make decisions for my cat. It got bad enough that my regular vet (who is wonderful) called on my behalf and then called me and talked me through my options. In the end, nothing was working and I decided to euthanize, a decision I still struggle with. I probably still would not write this review if it isnt for what happened next. I opted for private cremation and was told my cats remains would be shipped to me. Over a week went by and I heard nothing. Finally, I called South Paws to find out what was going on and they said they would check. The receptionist then explained that my cat was still there and had not been picked up yet, that pick ups only happen on Monday and Thursday. I thought this was strange since both of those days had passed since my cat died but just said ok. I got home that night and found a ups slip taped to my door. When I looked up the tracking info, my cats remains had shipped two days before. So she had to have been picked up and cremated already and either the receptionist was lying or thoroughly confused. This experience summed up all of the communication problems I had with South Paws. They were all far more eager to run my credit card than take the time to explain options or do what was best for my cat. My hope is that someone there will see this review and rethink how they do business and treat clients.

MI

Milton Coffey

We were very happy with the doctors and service here initially, but then two things happened. Firstly, extra charges were slipped into the final bill that were not reflected in the initial estimate. This would have been fine had it been a small amount, but it wasnt. Furthermore, even though we were eventually reimbursed, the way it was handled was disappointing. They didnt just admit the mistake and reimburse us immediately; it was explained that reimbursement was authorized because our vet had already provided test results that were then repeated by the VCA SouthPaws doctor. Actually, their estimate & bill expressly state that NO procedure will be undertaken/charges made without prior consent of the payee. Breaking their own rule should have been ample cause to merit reimbursement. Secondly, I have been trying to get follow-up advice from the doctor who treated my pet, because his condition seems be worsening. Again, discharge documents expressly advised us to follow up with the doctor within 5-7 days, however, repeated phone calls and messages left have yet to be returned two weeks later. Good treatment is important, but should be assumed at a place like this. In my opinion, follow-up and prompt response defines customer service and professionalism, not just polite receptionists. Lack of these makes me feel like theyre insincere and really only in it for the money. How hard is it to have someone (even just an on-call nurse) return a call and provide follow-up advice, especially when your pets quality of life is at stake?