I do not write negative reviews lightly, but after today I feel other pet owners should be aware of…read morethe direction this clinic has taken.
I currently care for over 21 dogs and have used Hooves and Paws extensively for years. In the last six months alone I have spent thousands of dollars here. They have handled nearly every aspect of my dogs' veterinary care -- including litters, C-sections, puppy evaluations, vaccinations, tail docks, dew claw removals, sick visits, and routine exams.
In addition to owning many dogs, I am also a breeder and active exhibitor in the conformation and performance dog world, so veterinary care is something I take extremely seriously. I also own a grooming business and have referred many of my grooming clients, friends, and family members to this clinic over the years.
Because of that long history and the amount of business I've brought through their doors, what happened today was incredibly disappointing.
My dog has been urinating on herself and I suspected a UTI. She was last seen at this clinic about three months ago, so she is an established patient in their system. I called the clinic first thing this morning and asked what I needed to do. The receptionist told me I could collect a urine sample and bring it in for testing.
So I did exactly that.
I drove there with the urine sample, only to be told when I arrived that they would not test it unless I paid for a full exam as well, despite the fact that the dog was not even with me and I had followed the instructions I was given over the phone.
Had I been told an exam was required, I would have simply brought her in so she could receive the treatment she likely needs. Instead, because of the incorrect information I was given, she now has to go another day potentially uncomfortable and possibly in pain while I make other arrangements.
This is exactly the kind of experience that has become more and more common since the clinic went corporate. Prices continue to climb and it increasingly feels like clients are being nickel and dimed at every opportunity, even when it contradicts what they were told beforehand.
What is most frustrating is that this situation could have been avoided with simple transparency. Had I been told on the phone that an exam would be required, I would have scheduled one or made other arrangements. Instead, I wasted my time making a trip based on incorrect information.
After years of bringing significant business to this clinic -- both personally and through referrals -- today was the final straw.
I will be moving all of my dogs' care elsewhere, and unfortunately I can no longer recommend Hooves and Paws to my grooming clients, friends, family, or fellow dog owners in the community.
When a long-time client who manages a large number of dogs and regularly refers other pet owners feels this way, it should be taken seriously. As someone active in the breeder and dog show community, conversations about veterinary care come up frequently among fellow exhibitors, breeders, and pet professionals. Experiences like this inevitably become part of those discussions, which makes situations like today even more disappointing.
