Suggest sensitivity training for staff. Normal vet experience regarding animals. Good with animals. They are strict in policies and are not a good resource for triage if you have questions over the phone as you decide what to do with your pet. We had multiple insensitive interactions with various employees while in the office 2 separate times (after we experienced a traumatic dog fight between our dogs). We value businesses that know how to treat people like people and not provide robot responses and can't steer from financial policies for unique situations. They have lost more money by not being flexible than what they gained. For this reason we are no longer going ther. We will use Tractor Supply for regular vet stuff, emergency vet for emergencies and find another vet for other needs. May be my business values are outdated....
Reply from VCA Sugar Grove Animal Hospital2023-09-08
Claire, we are disappointed to hear about your negative experiences and apologize if you've received anything short of compassionate care from our team. Your concerns are important to us, and we'd be grateful for an opportunity to address them further with you. When you have a moment, please email our hospital manager at firstname.lastname@example.org. Thank you.
I used to get service from this VCA hospital facility for 2 years but switched to different hospital because of their poor and non-responsible service management. My dog had severe pain after their service. They told me to bring him back in the following day. However, when I got there, they told me that they could not see my dog because it was not scheduled. I had a call history of 15 minute of talking.
My dog got cared at the emergency care clinic, and I was advised that the VCA should have taken care of it immediately. Being said that, I think their schedule management system has problem and such customer handling is not appreciated. I was poorly treated as a liar at the registration desk.
Reply from VCA Sugar Grove Animal Hospital2023-08-31
We are saddened to hear that you felt treated poorly by us, as we're committed to meeting the needs of our clients and providing positive experiences. We've been unable to locate your client records in our database and would like to speak with you to learn more about your concerns. Please email us at email@example.com. Thank you.
Let me start off by saying this, I have 3 dogs that currently have attended Vca Sugar Grove 2 of them being senior dogs. We really like Angela and Dr Shelby which are the main reasons we have continued care here through the change in staff over the past year. Over the weekend my senior dog became very ill and I scheduled an appointment on the app for what I thought was the upcoming Monday, showed up to my appointment 30 min early checked in only to receive I had accidentally made the appointment for the following Monday, my mistake most likely from being distraught from my dog basically dying, I apologized to the girl at the front desk and proceeded to explain my situation and how very ill my dog was and if there was any way we could be seen. She goes to the back and comes back a minute later and says I’m sorry no we can’t see you! I could not believe that a dog that has continued care here for a few years now that you were unable to fit into your schedule a dog that was literally so sick and dying in the owners hands, not even a offer of to get in the next day a recommendation on where i could rush him to, if you ask me the service I received was very un compassionate and heartless. Will definitely be thinking about if my other 2 dogs will continue care here, and based on a few reviews I’ve read before deciding to leave this one seems to be a issue with others as well. So thankful to the vet that was able to get him in after being turned away by VCA my dog passed away, maybe next time you will do better when a person is having an emergency situation with a pet that has continued care at this location.
Reply from VCA Sugar Grove Animal Hospital2023-08-30
Britney, we'd like to express our sincerest condolences to you for your loss. We are glad our Hospital Manager was able to get in touch with you to discuss this matter and address your concerns. We are thinking of you at this time and are here for you if you'd like to discuss anything further. Respectfully, VCA Sugar Grove Animal Hospital
A month ago, I adopted a kiddo. I had plans to make a visit to the vet but those plans were accelerated after he was boarded for a few days and developed diarrhea with extreme urgency to go. I booked my appointment with vca because they were the only ones that could get him in this soon. When the doctor I was scheduled to see called in sick, Dr Shelby stepped up and was able to have my dog seen. Rose, her assistant/tech was very kind and answered all questions. The facility was clean. The staff members were all super kind. I would recommend this place to anyone. Especially Dr Shelby and Rose. They make a pretty fantastic team.
Reply from VCA Sugar Grove Animal Hospital2023-08-16
Thank you for sharing your experience with us, Emily. We're so glad we could take care of you and your dog. We hope to continue to be here for all your pet's needs. Please feel free to reach out to us if you ever need anything.
We were beyond fortunate to work with VCA. My current vet was booked out and my dog was having issues walking. VCA not only was able to get me in same day, thank the lord for a cancellation, but they answered my call immediately. This comes after calling my current vet multiple times. They got us in, offered multiple treatment plans. I chose the the most expensive plan, but the fact that they gave options and were up front about the costs of everything before billing was a huge upside. They aren’t even our primary vet and I highly recommend them. From the front desk, to the vet techs, to the actual doctor calling me two days later personally. You will not go wrong coming here!
Reply from VCA Sugar Grove Animal Hospital2023-08-10
Kalan, it was an honor to help with your dog's needs. We appreciate you sharing your feedback from your experience and want you to know that we're always just a phone call away whenever you need anything.
Poor customer service…had an appt at 1245. Arrived for appt and was told I had to reschedule as appt was at 1230. Showed receptionist that appt reminder was for 1245 and was told she didn’t send it despite it saying that it was from VCA. Also had received call that script was filled and went to pick it up and it wasn’t ready. Nasty attitude from front desk and how appropriate that a sign entering the facility talks about being kind. I have been going to business for 20 years and the turnover and customer service gets increasingly worse.
Reply from VCA Sugar Grove Animal Hospital2023-08-04
Michele, we apologize for any misunderstanding regarding your scheduled appointment time and for any inconvenience that occurred. We'd like to address these concerns with you and ask that you please email us at firstname.lastname@example.org. Thank you.
I have been a client with VCA Sugar Grove since 2014. I have 6 dogs, 4 have grown up with Sugargrove. I hate to complain but over the last couple years when I have called for sicknesses and injuries I have been told my pets could not be accomadated, because they did not have time. Or wait for the next available appointment. I even lost one of my dogs because they were not able to see her for 5 days. Today they are not able to see another and she is in their care club. So maybe this is no longer the best place to take your pet. Especially a sick or injured pet.
Reply from VCA Sugar Grove Animal Hospital2018-10-24
We thank you for your kind comment about our team, though please know we always strive to be as accommodating as possible. If you have any further questions, please feel free to email our hospital manager at email@example.com. Sincerely, VCA Sugar Grove Animal Hospital
Everyone here is so friendly and took amazing care of my kitten. They created a treatment plan for him and went over everything and the costs with me.
Reply from VCA Sugar Grove Animal Hospital2023-01-27
Kenneth, we are disappointed we did not meet your expectations. If you would like to address your concerns in greater detail with our team, please send us an email at firstname.lastname@example.org. Thank you.
Reply from VCA Sugar Grove Animal Hospital2023-01-26
Thank you, Jeff!
I was not impressed with this place at all. I explained my dog is terrified of the vet. The girl grabbed my dog and attempted to pull him onto the scale. I told her please be careful he has hip dysplasia. What does she do? Grabs the back of his body & pulls him onto the scale....by the hips. 🤦🏻♀️🤦🏻♀️
Then we go in & see a dr who barely looks at my dog for maybe 2 minutes. Magically she tells me he needs an almost $900 procedure. Even after I explained to her we fostered to adopt & he had just gotten a clean bill of health the month before. Oh & let's not forget the $1,200 dental treatment even though she didn't even get a good clear look in his mouth. We found a vet out in the country recently & I was able to get his nails clipped, rechecked for heart worms, doc did a full exam and meds today for $80. Save ur money and go somewhere else. I really did not appreciate how rough they were with our senior dog. 😑
Reply from VCA Sugar Grove Animal Hospital2022-12-12
Melinda, treating our pet patients with the utmost respect and care is our standard, so we are concerned by what you've shared from your experience. We'd be grateful for an opportunity to go over these concerns with you and hope you'll contact our team at email@example.com. Thank you.
It was our first time going to sugar Grove and we were very pleased with them. Our little Dallas was very nervous and they treated him lots of tender care and reassuring. ❤️
Reply from VCA Sugar Grove Animal Hospital2022-11-09
Cheryl, we're sincerely grateful for your stellar feedback about our team. As you mention in your review, we're deeply passionate about pets and get great satisfaction out of helping them. Thank you!
Love this vet office! They are very caring and handled my cat Biscuit who has anxiety very well for a regular checkup. The checkin and scheduling process was very simple. The facility was clean and service was professional. Them being open on Saturdays is a huge plus. Can’t wait to come back next year!
Reply from VCA Sugar Grove Animal Hospital2022-10-04
We are grateful to have you as a client and always enjoy assisting with Biscuit's care. Thank you for sharing your review, and please know we're always just a phone call away whenever you need anything!
Overpriced and overcharged. It cost over $200 for an exam and ear cleaning. Then, when I went back for a check up, they tried to charge me another $160 just to look in my dogs ears... no antibiotics, no cleaning, no nothing... they claimed there was a $60 exam fee then another $100 for the Dr to simply look into my dogs ears. What a joke!
Reply from VCA Sugar Grove Animal Hospital2022-09-09
Lyndee, it's discouraging to hear that you were not satisfied with your experiences with us. We are always available to go over any questions or concerns regarding our pricing and services, so please feel free to email our hospital manager at firstname.lastname@example.org. Respectfully, VCA Sugar Grove Animal Hospital
VCA Sugar Grove has to be the most accommodating, convenient office in the area! Regular care is great too, but they also really go above and beyond when it comes to illnesses and emergencies. Our dog was showing signs of an ear infection, so I chatted with their 24/7 vet tech online to ask what we should do since their online booking didn't have any available appointments. VCASG called us the next morning to let us know the doctor had seen we reached out, and they felt like our dog needed to be seen soon. They called as soon as they had a cancellation, and we were in for an appointment in less than 24 hours. I was initially worried about going to a larger office, like we might get lost in the sea of other patients, but VCASG has made sure we felt like they care about our pets as much as we do!
Reply from VCA Sugar Grove Animal Hospital2022-09-07
Thank you for the wonderful show of support, Emily. We pride ourselves on going above and beyond for our clients and patients, and it means a lot to us to see our efforts being recognized in your review. Please know you and your pets will always be in good hands with our team!
Lovely vet and staff. We REALLY like having the vet just down the road.
Just don't do the 'VCA Care Club' thing. You can't cancel it without a LOT of hassle - and they won't give your money back, instead telling you to 'read the fine print'.
Reply from VCA Sugar Grove Animal Hospital2022-08-25
Derek, thank you for taking the time to share your review with us. We value you as a client and encourage you to email our hospital manager at email@example.com if you ever have questions or concerns about anything. Thank you.
Absolutely unacceptable we cant get in when needed. Obviously corporate medicine at play.
Reply from VCA Sugar Grove Animal Hospital2022-08-12
Jay, we always strive to be there for our clients when they need us and apologize if we did not have the availability to meet your pet's needs. In order for us to better address your concerns, please email our hospital manager at firstname.lastname@example.org. Respectfully, VCA Sugar Grove Animal Hospital
I love this vet. We have five pets including a high anxiety dog who whines a lot and is just generally nervous and he is allergic to everything. We had an appointment today and Kelsey did a great job distracting him with treats so that the Vet could take a look at something on my dog's paw. They also got us in on short notice and I really appreciate it! Thank you so much for everything. We drive 30 mins each way because this vet is just the best!
Reply from VCA Sugar Grove Animal Hospital2022-08-02
You're very welcome, Marah! We were grateful for the opportunity to help with your dog's needs, and we appreciate you taking a moment to share your experience and recognize our efforts. Please reach out if we can be of any further assistance!