123 Customer Reviews
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Review from Edgar V
1 star04/04/2024
Hi, I'm writing to explain a situation I've been with the clinic for a while now. I started taking my cat to this clinic since he was 3 months old. The doctors he saw were great with him, but as most businesses do, they had a new personnel as time passed with them. The recent doctors that have seen my cat have met him with prejudice, assumptions, and a less than satisfying services. Tjis specific ******* ******************************** on her very first time seeing my cat was intimated by him. My cat was just sitting by the weight scale, and she reacted as if the cat was about to pounce. She then proceed to approach him slowly, and was asking about his behavior, but my cat was not giving any malicious behavior. She then asked her assistant to bring out these gloves, which my cat was intimated by afterwards. So, yes, he reached out for the glove, which was perceived as him trying to claw her. But that wasn't the case. Ever since this day, she's refused to see my cat without giving him a ***** medication. I don't believe in medicating my cat on one doctors opinion. So, I attempted to be seen by other doctors, and because of the note she added onto his profile, the reat of the faculty was led to believe that my cat was aggressive. I just wanted to bring attention to this, as I'm seeing that I'm not the only person who is dealing with the exact same issue as I am. This might be a money grab to charge for the medications when they are not necessary. I believe vets are meant to be trained and prepared to deal with pets of all behaviors, species, and personalities. And their first suggestion should never be medicating the animals, but a better approach to gain the trust of the animal. With that being said, I've canceled my membership, and hope that someone sees this review as alarming and concerning to the public, because this clinic is doing far more damage than good. I wish I could have better words to say, but I'm just ultimately disappointed with the time and money wasted here.Review from Maria S.
5 stars03/13/2024
This company is great. I had recently enrolled and forgot to put a coupon code and reached out to customer service and their agent, ****** was wonderful. She answered quickly and resolved my issue.The membership does not discriminate against senior dogs who have pre existing conditions and importantly saves me money in this economy.Review from Joe A
1 star01/18/2024
This place is the worst place to receive vet care in our state, ****. I left a long review on ******* Basically, I was sent here when the hospital I chose was short staffed. I was first quoted 4-6k for a procedure my dog needed. Then the estimate woman tells me ****k. How can a professional business double a quote? No one else does this. I have had my share of vet experiences. Then, after my dog is out of surgery and receiving care, they ask me to leave her another 24. So, I ask, how much? 2k I am told by the Dr. **** comes the estimate woman, ****!! Nearly double again. I take my dog home and vow to follow up. The medical director reaches out and provides lip service, saying I promise I will get with my team and make this right. ****, she never calls me back, I call the next day and am asked to email, so I do. Then I am ignored again, this time adding the *** manager. Wow, could you be anymore unprofessional? I think not. My bill was never explained, I didn't receive the Veteran discount I was told I would, then I have two of their leading "pros" ghost me? You guys are a joke!Review from Lorraine J
1 star10/18/2023
Thrive is awful! I recently found out that if you want to be seen today, you are charged an ton more than you would if you just take the next regular appointment, a week or two away!! We were never told this when calling at opening time, and asking for an appointment that day. I want to say the difference was around a hundred dollars, I cant remember exactly, but it is a good chunk of change. When a dog has an ear infection, and acting really uncomfortable, or when the dog is vomiting and has diarrhea, you cant wait a week or two!!! By the time you know a cat isnt feeling well, they are pretty sick, and cant wait a week or two. When they got a new computer system, I called, and instead of asking my name, they asked my phone number. Really? How impersonal and cold can you be? I told the lady how impersonal and rude it felt. Shutting down the only emergency and specially vet clinic in the area is the last straw. Its a long terrifying drive to the next closest emergency clinic. ********* probably wont make the trip, or will be in worse shape because they had to wait so long as their owners rush them to get care. We have been going to the same vet clinic for over 20 years. It was a great clinic. We used the emergency and specifically vets with our cat. It was a great practice. Thrive claims that there is a lack of emergency vets. Well, there wasnt before they showed up and took over. Maybe treat the vets, other employees, and patients better, and vets wouldnt be leaving the area to get away from them. The emergency vets WERE here.
Thrive Pet Healthcare Response
10/23/2023
Thank you for taking the **** to share your experience with us. Providing professional and compassionate care for every client and their pet is our top priority.Were sorry to hear that your experience was less than positive during your last visit. It appears you visited our urgent care clinic, which provides a different level of care than a general practice clinic. Same-day appointments are at a premium as we are doing our best to triage and fit in patients based on immediate level of care needed. Pets that require more diagnostics, clinical support **** and a doctor's **** for diagnosis would have a higher exam fee.
The clinic you and your pet visited are part of a national network of veterinary care clinics. There may be multiple people and pets in our database with the same name. Like many human healthcare networks, we ask for the phone number first to reduce the possibility of choosing the wrong pet record. We're sorry if this was not the way you would prefer we find your pet's records in our database.
We sympathize with your concern for pets in the ********* community. We recognize the need for emergency veterinary services in the area but, due to lack of ER doctors, we made a very difficult decision to close VSES no later than Nov. 27. We explored multiple options to remain in service, including recruitment and staffing with a rotation of doctors from other clinics in the area. The pool of full-**** or relief candidates with emergency and surgical care experience is very limited. This is a nationwide challenge that our team is experiencing acutely in the Rochester region.
We recognize that the closure of this hospital is a huge loss to the community and our team members, and the decision to close was one of the most difficult ones weve made as a company. In the mean****, we are committed to continuing to serve our community as long as we can ensure a reliable schedule of care for our patients.Review from Nora M
1 star10/09/2023
My local veterinary practice was recently purchased by thrive, and all of a sudden it *****. I was over 10 minutes late (like 12 minutes) for an appointment today (I did call to let them know there was a problem) and they said they had to reschedule me. And then sent me a little nasty gram email saying if I did that again I'd be charged. Yeah no. When they recently scheduled me for an appointment and then couldn't find it, I didn't charge THEM for my lost time. Also, the prices for everything have gone up and I do mean everything.I realize this is a small complaint compare to some of them on this thread, but I have been a customer at this practice for 17 years with multiple dogs. Unfortunately, I'll be taking my business elsewhere.Thrive Pet Healthcare Response
10/17/2023
We regret that your experience with our hospital did not meet your expectations. Our goal in every encounter we have with our clients is to clearly communicate our fees and processes up front to avoid confusion later. Like many other animal hospitals,it is our standard practice to charge a deposit prior to appointments, which is applied toward the final bill. Unfortunately, we have had issues recently with no-shows and deposits have curtailed that problem. We feel it is our obligation to other patients and our doctors/staff to respect their time by ensuring that appointments occur when scheduled. We're sorry to lose you as a client because of this. Thank you for taking the time to share your experience with us.Review from Jennifer B
1 star09/13/2023
You know it really disappoints me that a place called a hospital for animals can be such a disgrace. My dog didn't deserve to be taken from her family and put with someone she doesn't know and also lie to her family about what happened. You guys circled ur wagons and covered each other so no one would find out what really happened. I know my ********** is still alive and with someone. U faked her death. And for what reason? Greed? U wanted ur fill in vet to be a hero? I just want my dog back. Please she already has a family that loves her and misses her.Review from Dwayne D
1 star09/13/2023
Absolute horrible company. My vet practice was bought out by these greedy corporate scum bags. If you are a vet office, DO NOT go with them. For the ones that got tricked by this company, I feel really bad for them. Staff is not happy. They still treat us customers with respect but you can tell they are NOT treated with respect from Thrive. Do yourselves a favor and sell off your vet practices to someone who actually cares about them and their work- because it's NOT YOU. HORRBILE company that claims emergency was shut down because of lack of vets. While they may be PARTLY true, it's more true that you are not treated your staff right- it's very evident and disgusting. You raise prices- you need to put that money in their paychecks for both the doctors and the office staff. You don't raise prices and keep the money just for yourself which we all know is happening. After they came to the ********* area, they have created the biggest mess ever and now us patients, our pets and the staff that are under you are paying for it. HORRIBLEThrive Pet Healthcare Response
09/15/2023
We sympathize with your concern for pets in the Rochester community. We recognize the need for emergency veterinary services in the area but, due to lack of ER doctors, we made a very difficult decision to close VSES no later than Nov. 27. We explored multiple options to remain in service, including recruitment and staffing with a rotation of doctors from other clinics in the area. The pool of full-time or relief candidates with emergency and surgical care experience is very limited. This is a nationwide challenge that our team is experiencing acutely in the Rochester region.
We recognize that the closure of this hospital is a huge loss to the community and our team members, and the decision to close was one of the most difficult ones weve made as a company. In the meantime, we are committed to continuing to serve our community as long as we can ensure a reliable schedule of care for our patients.Review from Lindsey N
1 star08/28/2023
Horrible company that only cares about money. Will leave areas without emergency care for their pets. Gives the same general response for all complaints. Do not support this company in any way. They forgot what their purpose is.Thrive Pet Healthcare Response
08/29/2023
We sympathize with your concern for pets in the ******************** However, we reviewed our records and were unable to find that you were a client of our hospital. Our understanding from BBB is that only individuals who have had an interaction with our hospital are permitted to leave reviews.
We recognize the need for emergency veterinary services in the area but, due to lack of ER doctors, we made a very difficult decision to close VSES no later than Nov. 27. We explored multiple options to remain in service,including recruitment and staffing with a rotation of doctors from other clinics in the area. The pool of full-time or relief candidates with emergency and surgical care experience is very limited. This is a nationwide challenge that our team is experiencing acutely in the Rochester region.
We recognize that the closure of this hospital is a huge loss to the community and our team members, and the decision to close was one of the most difficult ones weve made as a company. In the meantime, we are committed to continuing to serve our community as long as we can ensure a reliable schedule of care for our patients.Review from Kate S
1 star08/25/2023
Your absolute greed and soulless business practices are breathtaking. A city as large as ********* will no longer have an emergency vet clinic thanks to you. We will have to drive 2+ hours to get our pets care thanks to you.Thrive Pet Healthcare Response
08/29/2023
We sympathize with your concern for pets in the Rochester community. We recognize the need for emergency veterinary services in the area but, due to lack of ER doctors, we made a very difficult decision to close VSES no later than Nov. 27. We explored multiple options to remain in service, including recruitment and staffing with a rotation of doctors from other clinics in the area. The pool of full-time or relief candidates with emergency and surgical care experience is very limited. This is a nationwide challenge that our team is experiencing acutely in the Rochester region.
We recognize that the closure of this hospital is a huge loss to the community and our team members, and the decision to close was one of the most difficult ones weve made as a company. In the meantime, we are committed to continuing to serve our community as long as we can ensure a reliable schedule of care for our patients.Review from Nichole I
1 star08/19/2023
I used to believe this was one of the best veterinary hospitals in **********. I was dead wrong. 3 years ago when I first got my 2 ferrets they started having diarrhea and vomiting. It was suspected that they had helicobactor. ************ was tested and came back positive for helicobactor and coronavirus (ece). I had positive confirmation from one of the best places I could bring my girls so that must be it. I treated them for helicobactor and ece for the past 3 years. They have had many long days at north start as well as overnights. One of those overnights ********* started biting and ever since will bite anyone who is not me. I shouldve taken that as the first sign that something is wrong here. I didnt and brought them there for nearly every problem until I recently moved to *******.Recently ********* had surgery for a blockage (hairball). Surgery went well and she was healing properly then suddenly she was having problems using the bathroom. She was in obvious distress and discomfort. I brought her to the vet who suggested a helicobactor test. The biopsy came directly from her stomach. She does not have helicobactor.A week later ***** is now vomiting, having diarrhea and trouble going to the bathroom. They both were tested at that point for 4 different GI diseases including helicobactor and coronavirus (ece). Neither of them have either of the diseases in which I have been treating them for 3 years.As you can see by ****************** email that these are life long diseases with no known cure.I emailed north start the records they requested and was told **************** said they could not be virally shedding at this time and got the negative results.This place is a scam. Ive not heard back from them after receiving two attachments explaining the two diseases my ferrets dont Before these girls I had two boy ferrets. Both euthanized by north start vets.
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