I will be as specific as possible in this review, but my best advice for new dog owners, if you choose to come here, is to make sure that you keep track of your own records and that you are very clear in your communication, and are not afraid to ask questions.
I do believe the downfalls with this practice lie with the management. The vets have all been helpful and kind, and they work hard. COVID did not help with building a relationship, which is something I was hoping for as a new puppy owner, I know it has been hard across the nation.
While the hours and location are very convenient, I believe they just have too many clients. There were a number of times were communication fell short.
The first time was with a booster shot, that my puppy needed. I arrived to my appointment, and they did not know why I was there or what he was having done. I am sure he received the correct vaccination, but did not leave feeling confident. I also then received an email, reminding me to make an appointment for the said booster that he already had and reception and techs were confused if he needed two or three, a big thing to know, in my opinion. A few months later, when daycare requested records from them, they said he was missing the booster, only to have to back and forth for metrovet to confirm that he was all up to date.
There are several different technicians, and receptionists answering phones, text and email, which is convenient but things can get lost, they would benefit from a portal system, and I do not believe that everybody reads his charts or records every time. A well intended vet gave him a large biscuit in one piece, only for him to throw it up 5 min later after we left because he has a history of throwing up when eating too much too quickly. If she had read the notes, she would have given him a smaller piece like the ones I dropped off with him at the start of the visit.
Another instance was when he had diarrhea. I dropped off a stool sample, and a few days later went by to pick up his preventative heart guard and flea/tick medication. I asked if the results of his stool sample were in, to find that they were, and that he had hookworm. The technician told me to monitor and sent me on our way. I did not hear from a vet with next steps with what to do.
I went home and spoke to friends and consulted my sister's vet who said that he needed medication for hookworm. I am a new puppy owner so rely on my vet to give good advice on his care treatment, so that the technician just sent me on my way telling me to monitor was upsetting. I had to call them back and ask for medication from the actual vet. I sent an email about this situation to the practice and never got a response back from the manager.
The most recent situation where I decided to leave Metrovet was when my puppy was pretty sick, vomiting a bunch. They said I could take him in at a certain time, I took him there, and waiting in the parking lot. An hour and a half later, I called for an update, and they said that I should have been told it was a drop off and he was going to be seen in between appointments. He had been waiting in a crate to be seen and I was not told that. I asked why I was told to bring him in at a certain time, only to wait, they said they were booked up with appointments and wanted to see him there instead of having me go to the ER. I appreciate the sentiment, but would have liked to know that.
When the next day he still was not better, they wanted me to bring him back for another drop off, but when I asked if they could give me an estimate if it would be 2 hours or closer to 6 hours, they said they were jam packed that day with surgeries and other cases and could not tell me how quickly he could be seen. They were going to be full of appointments for the next 6 days. I decided to keep him home that day since his symptoms were less severe and find a different vet with actual available appointment times in the meantime.
Metrovet was responsive in sending over the records right away when I requested them.
Again, if you choose this practice as your primary vet, they are convenient and nice enough, but you need to be organized and willing to ask lots of questions because communication is lacking.
I have found a different vet where I already feel more comfortable with the level of attention and service. The new place is a bit more expensive so you if you do not have pet insurance, this is something also to consider.
There are a number of options in the city, and unless management can improve, I would not recommend it.
UPDATE- management did reach out after this review and made an effort to discuss my experience and they are working towards improving their practice. read more