Cats & Critters
| Category: | Animal Hospital |
| Address: | 32 Somerton St, Rochester, NY 14607, USA |
| Phone: | +1 585-442-4373 |
| Site: | catsandcritters.com |
| Rating: | 4.5 |
| Working: | 8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 8AM–5PM 8AM–2PM Closed |
Location
Cats & Critters: A Closer Look Through Reviews
Overview
Cats & Critters is an animal hospital located in Rochester, New York. The organization specializes in the care of smaller animals and has a rating of 4.5. It offers a range of services and has varying working hours, including weekends.
Customer Service: A Mixed Bag
Reception Experience
Some customers have expressed dissatisfaction with the reception service, describing it as poor and lacking in proactivity. One customer mentioned waiting for a long time for medication that was not ready, despite calling a day ahead. The receptionist was criticized for not being proactive and not offering an apology for the inconvenience.
Managerial Response
In contrast, another customer had an issue with how the manager handled a complaint over the phone. The manager was said to make excuses rather than offering an apology for the inconvenience caused.
Medical Expertise: Generally Positive
Veterinary Skills
Customers generally agree that the veterinarians at Cats & Critters are skilled and knowledgeable. They are thorough in their examinations and upfront about the costs of various treatments.
Treatment Options
The staff is praised for providing multiple treatment options and being transparent about the costs. They are also willing to answer questions and spend extra time explaining treatments and medications.
Specialized Care: A Strong Suit
Exotic Animals
Cats & Critters is noted for its expertise in treating smaller and more exotic animals like rabbits and prairie dogs. However, one customer mentioned that their prairie dog did not improve despite multiple visits and high costs, leading them to seek treatment elsewhere.
Emergency Situations
The organization is commended for its ability to handle emergency situations effectively, especially for animals like rabbits. One customer mentioned that their rabbit's life was saved on multiple occasions.
Financial Aspects: Worth the Cost?
Cost Comparisons
While some customers find the services expensive, others argue that the costs are comparable to other local vets. The general consensus is that the quality of care justifies the expense.
Transparency
Customers appreciate the upfront disclosure of costs and the provision of estimates, which often turn out to be higher than the actual charges.
Staff Interactions: Mostly Positive
Technicians and Assistants
The technicians and assistants at Cats & Critters are generally well-received. They are willing to spend extra time answering questions and even creating diet plans for pets.
Communication
Customers appreciate the constant updates and detailed care instructions, especially in emergency situations. One customer mentioned feeling comfortable leaving their pet at the facility despite its poor health condition.
Photos 25
Reviews 6
RI
Richard Natoli-Rombach
Cats and Critters = poor customer service. I called a day ahead for medicine for my rabbit. I rushed in today before they closed and the medicine was not ready and the vet was busy. I waited almost 1/2 hour and still no meds so I left. Their receptionist needs to me more proactive. She just sat there with a vacuous look on her face. I have paid hundreds of dollars for their time and services but obviously my time is not valuable. I have worked in the health field for 30 years and nine years as a manager and know what good customer service is. If I was working there this would not be happening and there was not even an apology from the vacuous receptionist. When I called to bring my rabbit in for a later date, the manager confronted me over the phone making excuses for the problem with picking up the medication rather than apologizing. She also told the parent company that she had discussed the problem over the phone with me which she never did. When people are paying for a service and one that is expensive you cater to the customer even when they are difficult. This is why Wegmans had been so successful. I am increasing my rating as the vets are thorough and know their stuff and also gave me the option for things like blood work telling me the costs up front. So the problem is not with the vets. There was also one receptionist who was just wonderful. They also sent me a nice card when my bunny died. So I would recommend them for smaller animals like rabbits as they have expertise in these areas. But make sure they are upfront with you on costs, and challenge poor customer service when appropriate.
EL
Elizabeth Pearl
I cant say enough wonderful things about the staff at Cats and Critters. The receptionists are very friendly, they always remember my cats names when I walk through the door and ask me how they are doing. Both Dr. Couture and Dr. Hach are fantastic with my cats and I know I can trust them fully with their health and well being. They are patient with me and answer any questions I might have. They also go over all options for treatment if one of my cats is sick so that I can decide which course would be best to follow financially as well as which course would be most effective. The technicians and assistants are also great, often spending extra time answering my questions about vaccinations, how to administer medications or even taking the time to make up diet plans for my cats based on their weight and the brand of food I want to feed them. My cat had renal failure at a very young age and I credit the staff at Cats and Critters with the fact that he lived with it for a year and a half and there is no doubt in my mind that he wouldnt have lasted as long if he were under anyone elses care. I have seen a few other reviews on this site as well as others complaining about the cost of the vet care, but when you compare them to other local vets there really isnt a big difference, and all I can say is that you get what you pay for at Cats and Critters what you are paying for is excellent and specialized care.
HE
heyxxie
My prairie dog got sick with a simple urinary issue. They ran tests found crystals in his urine and told me to just keep him hydrated and prescribed an anti-inflammatory and then an antibiotic. Over the span of three visits (for each of which i was charged a full appointment visit fee) i spent around $700 but he did not get better so i went to another dr. the next dr i saw said the crystals would not go away unless his Ph level was brought down to a normal range allowing them to dissolve and creating a normal environment within his bladder. with the new treatment he immediately began to improve and after a couple more weeks was 100%. spoke with cats & critters regarding charges i incurred and lack of progress from their treatment. i was refunded a measly $35 for one of appointments (which wasnt even an appointment he was just dropped off and sat there for hours with no communication to me). now almost two months since the last visit there i have found they accidentally charged my credit card which was on file because my name and number were so close to another client. complete crap will NEVER go to this vet again even if that means i have to drive 1.5 hours to Buffalo to see a vet that can treat my exotics.
A
A Private User
It sounds like someone got busted and is embarrassed, your name is on the acct, what did you think would happen! You totally bashed the Dr.s and they called you out on it. Why on earth would they want to set up an appt with someone who talks trash about them? Anyway they are the best cat Dr.s around they know there stuff and they specialize in cats and small exotics, people complain because of the cost but you get what you pay for. There are other hospitals who see cats and do routine exams and vaccines, but if your cat is sick the Dr.s at Cats and Critters can almost always figure out what it is and how to treat it, since cats cant talk and tell us how they are feeling, they need to rule out the most common diseases to what they think the problem may be. It can get costly but if you really care about your pets then its the best thing for them. They spend endless hours on the phone, and in appointments with clients explaining the situation with them, whats going on, how they can fix it... So next time you decide to bash someone on the internet why dont you just pick up the phone call them and tell them what the problem is instead of acting like a 4 year old! Its pretty pathetic!
CL
Claire Foster
I was slightly nervous to bring my 2 cats here after reading some reviews, but I wanted to give it a try since its right in my neighborhood and Im so glad I did. Whenever I bring them for checkups they are always well cared for and they can manage both cats with no problem in the same room, despite one of them being an awful patient. I never feel like theyre pushing unnecessary treatments or services or that they arent getting adequate care. They are also always happy to answer any questions over the phone when I call in. This past week I had to bring my younger cat in for a lower urinary tract infection. They let me bring him right in when I called and watched him all day until his symptoms began subsiding, and they kept me in the loop the whole time. They were so empathetic and walked me through all of his care instructions in detail. I felt so comfortable leaving him there even though he was in pretty rough shape. Im a happy cat mom thanks to Cats & Critters!
SA
sarah beren
Dr. Hach & the team at Cats and Critters have cared for my rabbits since 2003. They are the only vets I trust to care for my bunnies, especially in emergency situations of which there have been many. They are exceptionally collaborative with this bunny mama in developing treatment plans. As an established client with older rabbits/rabbits with ongoing health issues they always have time to do a thorough exam and start treatment immediately (although I often drop my rabbit off for the day). One of my rabbits suffered from frequent bouts of GI stasis and they saved her life on at least 4 occasions. Rates for routine and emergency care are reasonable and they are always upfront about costs. In my experience the estimates are almost always more than what I end up paying. Majority of the receptionists are delightful. Price for oxbow rabbit pellets cant be beat anywhere and Victoria is kind enough to let me order them in bulk quantities.
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