I'm basically only sure that I'm not sure about the veterinarian. The staff, tho, make it not a good vibe and experience in there. No joy, just kind of ick. They are flippant, don't seem to care about the humans. I have no issue with the actual veterinarian, but at least one of the techs is a real problem. One of them told me I could just totally switch my dog from bland diet straight to 2 cups of her new unrealistically expensive prescription Gastroenteric EN Low Fat prescription food. Well, we did that, and my dog landed in the er immediately that next morning with bloody diarrhea and just really not feeling okay. I had to take her as soon as I could and pay ER prices. Oh goodie. That trip cost me about a thousand dollars for a Saturday emergency clinic visit. Her pancreas had started getting inflamed (probably from that diet change) and she needed fluids and all kinds of things because of the diarrhea and a little vomiting. All after the change to the new food, under the direction of their staff to just do it at once and not bit by bit. Unbelievable. I believe that this is THEIR doing. They sent her to that ER vet, and I had to pay the bill. I have to put up with their condescending attitudes towards me from them. Just because I don't understand or want to understand better why something will or will not work. I had put up with them not really explaining things properly, clearly or fully, and I'm not kidding. All while I'm thinking my dog's about to die. I mean, that's a real time for great communication. But I left with so many questions. We should not have to call back a million times to have a question answered that could have been covered at a visit by them, as this is what they do for a living. Things that they should be telling us, in my opinion. And I don't expect the world from anyone. I'm not perfect and I don't expect that from anyone else either, not a company either.
If you even mention that you buy food at Chewy, they'll treat you badly over it and make you think the only decent option for her food is to go thru their own online pharmacy. Like they get REALLY uppity about it. It's honestly the strangest thing. I actually had zero problem doing ordering through them after my first order coming from Chewy for that massive discount, but the whole prescription issues got really messy. On top of some of the personalities there, that I didn't find at all comforting, even before this phone conversation. They were unpleasant to be around, they don't seem to care about people emotions when their pets are ill, it's sickening.
I had a lot more to say but there's no room. I believe it is their fault I had a $1000 er vet bill on a Saturday, with their advice to just switch from bland diet straight to new food, probably another miscommunication by them, and she got VERY VERY ill. It was scary, and I consider that vet tech to be at fault. I don't know who it was, but many if not all of them are not pleasant, in reality. I'm someone who likes to smile and laugh, but in there, I'm usually crying, and they don't care, it seems, and they don't have good customer service skills at all. I don't write many reviews, but in the last 2 months I've been through so many problems with them. I wish I had enough space to put it all here.
I would highly recommend that for the benefit of you and your pet, you find another place. Unless you like being treated like you're a nothing.
I have been taking my dog to Highlands Animal Clinic since 2019, and I truly loved this clinic—especially when Dr. Smith was the owner. Unfortunately, since the change in ownership, my experiences have steadily declined, which genuinely breaks my heart.
My dog has been in significant pain, and over the last several attempts to get him seen, I was told they were unable to schedule him due to being short-staffed because a doctor is on maternity leave, which I do understand. However, my most recent experience was extremely disappointing and frustrating.
I was finally able to schedule a drop-off appointment for radiology imaging. I was told the appointment would be at 10:00 AM, that it would be X-ray imaging only, and that I would be called afterward with an update before picking him up. I received a confirmation text the day before confirming the 10:00 AM appointment time—nothing more.
When I arrived at 10:00 AM, I was then told that my dog should have been dropped off at 8:15 AM, that he needed to be sedated, and that he should have been fasting. I was never told any of this. Had I been informed, I would have explained that dropping him off at 8:15 was impossible due to having to take my children to school. I also would have followed the fasting instructions if they had been communicated.
I made it very clear how important this appointment was because of the amount of pain my dog is experiencing. When I tried to express my concern and frustration, the front desk staff member seemed indifferent and offered nothing more than a brief apology.
She did check with the back to see if they could still possibly fit him in and then asked whether my dog had eaten. I explained that his appetite has been poor, so I wasn’t completely sure. I was then told that it would be very difficult to proceed because sedation was required—again, something I was never informed about. I was offered the option to drop him off anyway “to see what they could do,” but no one could tell me if he would actually be seen. This was confusing and upsetting, especially given how much I had emphasized the urgency of his condition.
Overall, I felt unheard, unsupported, and as though my concerns—and my dog’s pain—were not treated with the care they deserved. I have tried to be patient and understanding since the change in ownership, but after today’s experience and the amount of missing or incorrect information, I no longer feel confident continuing his care here. It is incredibly disappointing, especially given how much I once trusted and valued this clinic.
Unimpressed with this location. It’s the bare minimum at best. Vets communication and care is horrible. My cat was misdiagnosed with cancer and took medication that made him far more ill. It was dangerous and costly. This place just wants money. Every other clinic I’ve been to is far more thorough and prioritizes care.
I cannot say enough wonderful things about this veterinary clinic! From the moment I called and walked in, the entire team was kind, welcoming, and genuinely caring. They treated our dog like their own and made me feel confident in the process forward.
The staff and Dr. Hoppes took the time to explain everything clearly, answer all of my questions, and ensure I felt comfortable with the plan forward. Their compassion, professionalism, and attention to detail truly was amazing!
It’ is truly such a relief to find a clinic you can fully trust with your pet. I am beyond grateful for the amazing experience we had and would highly recommend them to anyone looking for exceptional care for their furry family members!
