Thank you for taking such good care of our sweet Charlie. We are so blessed with the results of the…read moresurgery. You did an amazing job, got him right in for surgery to remove tumor, and called with the best news. Thank you for being so caring. We love Gem Veterinary. Prices are so much more reasonable than other local vet's.

Super disappointing…read more I called in a few weeks ago to discuss ultrasound/X-ray pricing for my pregnant dog... the receptionist that I spoke with was so kind and went above and beyond to answer my questions and get me pricing.. which I was told was a $50 exam and $100 for X-ray and $100 for ultrasound and depending on how far along she was we would determine which method would be best at the time of the appointment. I then booked an ultrasound and had the idea that once the exam was complete we would then decide which method would be best to find out a litter size. When I arrived to the appointment we waited a bit and then a tech came out and took my dog back- she said they would let me know if they saw any pups- my dog was 52 days at the time of the appointment and very clearly carrying a large litter. About a minute later the tech came and got me and asked if I wanted to see the pups- to which she saw two. I then asked if she could continue to get a better idea of litter size and was told that she was too far along and we would need to X-ray. I then agreed to move forward with an X-ray instead. 5 mins later they called me to a room and the tech showed me a X-ray which showed 8 pups. The tech was short with me and quickly hurried me out of the room- I asked if I could take a photo of the X-ray which she let me do, but that was it. No paperwork, no exam, I never spoke with a vet. When I checked out I was charged for both services- $265.00 WHICH I PAID. But upon reflection I asked the front desk for a breakdown of services because this total was more than I was quoted. She then became clearly aggravated and started rolling her eyes. I explained that my dog was in the ultrasound for less than a minute and it resulted in a very clear incorrect count and so that's why we moved her into getting an X-ray. She then went back and spoke with "the owner?" And told me that I would need to pay. I very calmly replied and told her that I had a hard time paying for services that I didn't feel were completed. And that I was happy to pay for the X-ray (which was $165, different from what I was told over the phone) she then rolled her eyes and went back to speak to the same person again. She came back and said if I didn't like it I could pay or leave (which I had already paid in full at this time) after asking her to go back and ask again- she then said they would refund me for the incorrect ultrasound but then I would need to pay the exam fee ($50). But my dog never received an exam... her temp and vitals were never taken, I never saw a vet. I agreed to the charges (even though they were for services my pet never received) and she refunded me $45. Two weeks later I received a certified letter asking me not to return. I have worked in the pet industry for years- being a tech myself, I understand the steps and work it takes to complete a visit. I am so disappointed that this was the outcome. I never raised my voice and honestly apologized MULTIPLE times to the very aggravated receptionist, I felt uneasy and somewhat takes advantage of. I will obviously never return but also will be sharing my story with others. It seems like good customer service is hard to find these days- I wish my experience was better. Funny how I received a SIGNED letter from Jaime Paeschke, DVM asking me not to return to their clinic- and I never even had the opportunity to meet her or explain my concerns over the charges. This is not how you treat customers- very upsetting. I could understand this type of treatment if I was yelling, refusing to pay or causing any kind of scene... but none of those things happened. I tried calling today to discuss the letter- but I guess they're not open on saturdays. Major let down. Only posting one star because zero isn't an option. EDIT: SUSAN is the receptionist running the front counter was an older lady with bleached blonde hair- cute above her shoulders. She was so rude and condescending to me. It seems like I am not the only customer to experience her rudeness. I would find a new position for her within your clinic- having her be the "face" of your hospital is not good for business