I give 3 stars because I've had 2 experiences with this practice. The first experience I'd give 5+…read morestars, the second experience would be absolutely zero. After discussing this with a few other professionals and reading through reviews, it seems like the experience here depends on which vet you get. I'm going to headline that in no way do I benefit by reporting my review. I've already tried to express my concerns after the second experience and never had true follow up or communication. I would not be surprised if there is a response (as I've seen from other reviews) from OSV trying to defend their reputation because doing so, they are after a benefit instead of upholding integrity and accountability.
Experience 1, vet Jennifer LaPierre: Brought my male cat into the emergency room after the recommendation of PetMedic Urgent care for a urinary blockage that had brought his kidney levels to a dangerous count. Knowing full well the outcome could not be good, I could not sing enough praises for OSV. The vet triaged him promptly, the wait was long but they kept my son and I informed. We had to leave him there for a few days so they could watch his levels, but they did let us say good night to him before we left on the first arrival. After that, the communication was excellent and included picture updates, emails and phone calls. He made it through after being there for three days and was put on a prescription diet (which they easily adjusted the language when I ran into issues filling). Thank you!
Experience 2, vet Elizabeth Germaine: The biological brother to my previous cat came down with the same symptoms with urinary blockage just about a month after our first experience. Because we had just gone through this, I knew what to look for and that it was key to clear the blockage as quickly as possible. So I called OSV ahead and said "my male cat has a urinary blockage that had just started, I know prompt treatment is best, can you unblock him". I brought him in, they did a quick triage and the vet tech came out and said "you were right, he is blocked" and explained next steps including a catheter and unblocking. Once the veterinarian took over, everything went down hill. Her demeanor right away was uncaring, non personal and completely disassociated. I'm going to try to keep a long miserable story short and hit the highlights. I requested a different vet, and was informed there were no other vets. My son and I were there for hours, not allowed to see our cat, thinking he had been unblocked, told we had to come up with the funds for a bill that was at least twice as much for a 1 day stay as our other cat was there for multiple days. I questioned this and was given "well it's a Sunday". In my state of concern for the cat, taking care of my son who had spilled his hot drink and burned himself (which she barely even rolled out of the way so I could easily access the cold water sink) she asked me about his last bowel movement, which I told her was recent. Then she decided he needed an x-ray for a bowel obstruction. Once I found out that they actually had NOT unblocked him towards the end (mind with urinary blockage every hour counts and could be life or death) I just wanted him unblocked so I could take him elsewhere. I have PetMedic urgent care to thank for saving his life, they were able to offer multiple medications to give him at home to keep him comfortable while determining next steps where OSV offered none. My further disgust was I was still unclear why they had taken multiple x-rays of his stomach when I brought him in stating "urinary blockage" and the vet tech confirmed "urinary blockage" at the start of the visit. I tried reaching out after our cat was taken care of elsewhere to discuss this by phone, voicemail, and email. I tried calling and asking for a member of the board of directors, the receptionist responded as if she'd never heard of a board of directors and sent me to billing. Billing sent me the "notes" that were one sided from the same vet we worked with highlighting my "money concerns". I have paid for accurate care elsewhere. After a few attempts I decided this wasn't worth my time. I felt taken advantage of and the lack of communication, service, and accountability was disgusting and disgraceful. I'm a single mother who knew EXACTLY what was wrong with our cat before bringing him in, had it confirmed, and a condition where time is of the essence, was misled and mistreated. The service that PetMedic Urgent care offered in comparison, was far better than OSV.
So my main complaints on this second visit were: not being offered a different vet when requesting one (highly doubt they only had 1 vet in that building), prolonging treating the immediate concern for their own benefit, misleading me into unnecessary and multiple x-rays, not allowing me to see my cat at all, and not answering my multiple (and multiple formats of communication) to express my concerns about the service on this visit.
