When I noticed my dog Ruby acting strangely while eating and spitting out her food, I checked her…read moremouth and was surprised to find what appeared to be a fracture on one of her large back teeth. I immediately emailed the clinic with a few photos, and within 20 minutes I had both an email response and a phone call (just in case I missed the email), along with an appointment confirmed for 8am the very next morning with enough time reserved to perform an extraction if needed. The responsiveness alone was impressive.
At drop-off, the surgery technician, Jorge, was incredible. He was knowledgeable, personable, and immediately put us at ease, especially since this was Ruby's first surgery requiring anesthesia. During our conversation and bringing up a certain topic, he mentioned he recently attended a dental conference which reassured us that the team is committed to continuing education and staying current with best practices.
Dr. Gertz, whom Ruby has seen previously for routine care, was wonderful as always. She performed the initial exam, confirmed that the tooth appeared fractured, and explained that the team would call with a definitive diagnosis once dental X-rays had been completed. The treatment plan was straightforward - anesthesia, dental X-rays, bloodwork to ensure levels were appropriate before surgery, and a cleaning with extraction if necessary.
A few hours after drop-off, we received a call confirming that the tooth was indeed fractured, although surprisingly still alive. Dr. Luna took the time to thoroughly explain the findings and our options. At no point did we feel pressured. She clearly outlined the pros and cons of proceeding versus monitoring the tooth and explained that leaving it untreated would likely lead to problems in the future. After discussing everything, we decided to move forward with the extraction since she was already under anesthesia.
No more than a few minutes later, the team called again because they realized the cost of the updated treatment plan had not been reviewed. I actually hadn't noticed because I already trusted that the recommendation was medically appropriate and that the pricing would be fair (which it was). Still, I appreciated their transparency and professionalism in making sure every detail was discussed before proceeding.
When we picked Ruby up around 2:00pm, Jorge spent considerable time reviewing her full-mouth dental X-rays with us and explaining exactly why the extraction was recommended. It was fascinating to learn more about canine dentistry, and we left feeling far more informed than when we arrived. He answered all of our questions patiently and thoroughly (even the ones that were already covered in the aftercare packet we had just been handed!). We also were given a full sized sample of a recommended oral rinse for regular maintenance.
Ruby recovered exceptionally well from the surgery, which was a huge relief. She had previously undergone sedation prior to X-rays at another clinic years ago and did not have a great experience, so we were naturally nervous. This time, her recovery was smooth, the extraction site is healing beautifully, and she came home comfortable with appropriate pain medication. She has shown no signs of discomfort throughout the recovery process.
I also want to recognize Lauren at the front desk. She was incredibly kind, friendly, and helpful throughout the process. She worked with us to ensure detailed notes were included in Ruby's chart to help prevent potential insurance issues and even went a step further by following up with the doctor after we left to request additional documentation that could support a smoother claims process. That level of attention and advocacy is rare and deeply appreciated.
Overall, this was an outstanding experience from start to finish. We even received a call a few days after her surgery to simply check in on her recovery. From the front office staff to the technicians and veterinarians, every person we interacted with was compassionate, knowledgeable, and genuinely invested in Ruby's well-being. The communication was outstanding, the care was exceptional, and we never once felt rushed or pressured.
Ruby is family to us, and the trust we place in those caring for her is not something we take lightly. We are incredibly grateful for the entire team and feel completely confident entrusting them with the health and care of both of our dogs.
Bonus: they were giving out adorable supergirl bandanas they received as promo material!
