Hope Springs Veterinary at Pembroke

Reviews 3

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Jennifer Howard

While the vets and techs are knowledgable and friendly, the desk/reception staff is horrible. They are nice to your face, but seem to care very little about you as a customer and do absolutely nothing to help resolve issues. Two weeks ago I called to reschedule a visit, originally scheduled a week ago, wishing to reschedule until after the new year. Id just spent well over $400 in the previous month with this company, so I really wasnt trying to go back until after the holiday. However, I was told that because of the distemper my cat was due for, that if I were to reschedule for January, that I would have to start the series all over again and that it would cost even more money in the long run. The receptionist offered to reschedule for the following week instead, and promised to ONLY charge for the distemper; which was $27, and also to obtain a quote for a neuter, which was free. On the day my initial appointment was scheduled, I received a phone call from a receptionist asking why I wasnt there. I explained the reschedule call the week prior, and the receptionist was seemingly understanding. She let me know that the prior receptionist scheduled the new appointment, but didnt cancel the current one. Everything was okay until I showed up at the rescheduled appointment today; I was appalled when I was stuck with a $63 bill today, when the whole reason I rescheduled in the first place was because of the timeframe for the distemper, and was promised to only have to pay $27. I was extremely calm when I let the receptionists at the desk know that that was not what was discussed on the phone, and they seemed unconcerned; I was still responsible for $63 despite being promised $27. I paid it, and asked if there was an office manager that I might be able to reach out to. The response was rather cold, and I was told that "There is one, but shes not available on Saturday". (Duh.) I wasnt offered a name or a number, nor an offer to help me resolve the issue that had transpired. It was on me to ask how to reach her, and was told that a message would be left for her to call me back "when she can". Not one single bit of accountability. The sad part is this receptionist was training another receptionist. So unfortunately, I can only see this issue getting worse from here on out. I left the vet, and on the way home, called the vet back to cancel the $400 neuter appointment I scheduled for the next month as well as the well visit I scheduled in May. I was actually kind of shocked when the receptionist didnt show a single ounce of concern by asking why, or if everything was okay. She just simply said, "Okay, your account is now inactive. Have a nice day." Clearly, the staff is not focused on customer service, retention or issue resolution; which speaks volumes to me as a customer. My hard earned dollars are worth more elsewhere. Mistakes happen, sure; but handle them! This company failed in doing that, and now Im out an extra $36 that I really didnt need to spend in that facility.

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Susan Evans

There are five issues we have with this vet that led us to switch vets. We have been taking our two cats here for almost a year and thought nothing about the prices because it was our first time owning cats. Once we took our kitten in for a checkup and got quoted almost $700 for a spay, this was the last straw. This place has unreasonable prices. $50 for a visit alone, and it only goes up from there. Second issue- these people care more about getting money out of you than your pet itself. Go in for a simple visit and expect to have 20 different products pushed on you. My last visit I spent a good 10 minutes declining offer after offer before my cat was even looked at. Third issue- they always have a way of making you feel like a terrible pet owner. I have never met anyone who brushes their cats teeth, and if you knew my cat youd know this is an impossible task yet this is something I am scolded on every time I stop in. I am told both of my cats are developing too much fat and that I need to feed them a specific amount which is MORE than what we feed them. (Once I switched vets I was told my kitten was perfectly healthy with no weight issues.) I understand there are a few set ways you should follow for your pets, however each pet is different and this is something vets should know. My older cat has all the toys in the world but she is too lazy to actively play with them. We have tried everything to get her to lose weight but getting her to play actively is an impossible task. This is just her personality. My second kitten would rather snack on her food when shes hungry rather than eat everything as soon as we give her food, yet she is a healthy weight and plays nonstop. My fourth issue- they "predict" what is wrong with your pet rather than diagnose. When we first brought our new kitten home from the adoption center, I noticed both cats seemed to be sick. I explained to the vet the situation and how Im not sure if my older cats symptoms are due to the new kitten giving her an illness or if it is due to switching her food. In the "diagnosis" she tells me it could be from either and she predicts she has what my kitten had. Again, no real diagnosis here and I end up paying for medicine she did not need as well as a stool test that comes back negative every single time. When I take my cats to the vet I want answers, not assumptions and I most definitely do not want to waste money pumping my cats full of medicines they do not need. My fifth issue is the harassment you receive in phone calls, emails, and letters in the mail saying your pet is due for (unnecessary) treatments. I had to email them TWICE to get them to stop. They automatically set random appointments without discussing it with you, so when they called me to verify my appointment scheduled the day before Thanksgiving I admittedly tore them a new one. Needless to say we are so much happier with our new vet.

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Thomas Morgan

Greater than 20 years ago (1981); my Dad had acquired a black Lab. He started taking him here for routine and other treatments. My wife and I got the dog when my Dads health went bad. We continued to visit here until our dog pass away with cancer in 1993. We had always been happy with the staff and the quality of his care. We said, "if we ever get another dog, we will return here for their care". Enter 2013; the wife and I adopted a Lab/Pointer mix from the VBSPCA. We came here first; as we had promised ourselves we would, to start his life of Veterinary care with us. We have always been greeted very friendly and promptly. The girls at the counter always come around to say "hi" to our Pup. One administration person who has been working here for 23 years; after explaining our reason for coming to Pembroke and the story behind it, said she remembered my Dad (he could be character) and the dog he had that we ended up caring for. To date; we have again been very happy with each visit and all of our Pups treatments. All the staff seem genuinely concerned for our dogs health and want to give him the best that they can. The Doctor always explains what treatment is being given and the "why" behind it, and how we can continue to help our Pup stay healthy. As for cost; Im sure folks could find less expensive care but we feel the cost of the quality our Pup receives is well worth any expense. We have also had our Pup boarded here while visiting out of town with relatives and feel he received very good care; all the staff say how good he is when he stays and how much they enjoy taking care of him. For all these reasons, we will continue to use the services of Pembroke Veterinary Clinic for all our pets needs.