Reviews

Review Details

• Review fromDr. Barbara A. P

  Date: 08/29/2023

  1 star

  Dr. Barbara A. P

  Date: 08/29/2023

  The staff at this facility are not professional and the customer service at this medical center is horrendous!
  My son is at college in Buffalo and has two pet rats at college. The rats were ill when I dropped him off at school so we called this medical center on Saturday, 8/26/23, to schedule an appointment for Sunday, 8/27/23. The rep that answered the phone said they did have an exotic vet who was scheduled on Sunday from 12 noon. She said she needed to check with him to see if he "had his tools" with him. I'm assuming if you do this work for a living "your tools" should be either at home or at the medical center. She said she would call us back that Saturday and of course there was no call back.
  I called Sunday morning at 10:15 AM and once again, a rep said she would call back after she spoke with the vet and of course no one did. I picked up my son at college with both of his rats and drove to the medical center. We got their at 11:50 AM, checked in, paid the $190.00 per rat fee, and we were told it might take 2-3 hours. We were fine because we understood it was an emergency clinic. I needed to head back to Pennsylvania for work on Monday. My son waited in the office until 6:15 PM (6+ hours at the medical center), spoke with the front desk and they said they have other emergencies to deal with so my son said "How do you know I do not have any emergency?" and she shrugged.
  Unfortunately, one of the rats passed that evening so I'm guessing we really did have an emergency that was not treated by this caring group of individuals. I get it.....they were $15 rats but they were still my son's pets and we paid $190.00 per rat for an emergency visit. In all fairness, they did refund my credit card the $380.00 fee.
  If I ran my business in this manner, I would be bankrupt.
  To the staff at the medical center, please do not reply to my comments with your lame responses. I have no interest in your excuses.
  Dr. ***
  

  Orchard Park Veterinary Medical Center

  Date: 09/08/2023

  Hi *******,
  Thank you for sharing your concerns about your experience with our facility. I had a chance to review your file and listen to all the recorded phone calls. I'm truly appalled that one of my staff members would imply that she needed to check with a DVM to see if they had their "tools" available to see a rat. I will absolutely address this with the staff member involved. We do primarily see only dogs and cats and recently have been able to expand our services to see limited exotic pets, including rats as one of our DVM's is experienced with them. When the staff member said she needed to check with him first, that was correct. However, the reason was to make sure that we had the proper staffing when the rats were coming in. Since we only have 1 DVM that sees exotic animals, we need to ensure that properly trained support staff are also available. Again, I'm terribly sorry and appalled at the verbiage that was used by my staff member. As for the wait time you experienced, much like a human emergency room, we take patients based on how critical they are and what they are coming in for.
  Thank you for sharing your concerns.
  Sincerely,
  Allison R******* Hospital Administrator

• Review fromStacey H

  Date: 05/27/2023

  1 star

  Stacey H

  Date: 05/27/2023

  I would never recommend this place. They killed our sweet boy. When we arrived to see him he was already dead and none of the staff were aware until I said something. The night vet was absolutely clueless to what happened. We are so very sorry we agreed to the surgery the doctor recommended was absolutely necessary. If we had not taken him there he would still he with us. They had zero problem taking our money which isn’t the issue because nothing can replace him. They have completely devastated our family due to their negligence and I plan on taking this as far as we can for a little justice. Also I give zero stars! I was forced to choose at least one to move on with this review. Murderers!
  

  Orchard Park Veterinary Medical Center

  Date: 06/01/2023

  Hello ******* Upon thorough review of your pet’s medical records, staff feedback and review of security video, your pet was not deceased when you arrived. Your pet went into cardiac arrest while you were visiting and CPR was performed, as you witnessed. As was explained to you in detail during the initial surgical consultation on 4/25/23, potential complications are usually most critical immediately post-op and involve swelling of the laryngeal and nasal structures and aspiration pneumonia. Your pet underwent surgery, with your permission on 5/24/23. The phone call you received shortly before 11pm on 5/25/23 from the attending DVM informed you that your pet had developed severe pneumonia postoperatively and that his prognosis was guarded. At that time, you choose to come to OPV to visit with him. Unfortunately, he passed away while you were there after CPR had been performed. Losing a pet is truly devasting and can be a traumatic experience for the entire family. We are sorry for your loss and offer our deepest condolences.

• Review fromJennifer O

  Date: 12/28/2022

  1 star
  I brought my dog in very early this morning as he was wheezing when breathing. I informed the doctor of an ongoing illness that my dog has, which is well managed. She looked at me and told me that I needed to consider his quality of life, and consider putting him down. She ran no tests, if she spent 5 minutes with him, that was a lot. Obviously I was upset, asked a few questions, and was offered surgery, but was told it would be very pricy, and even if the team could do the surgery, it would be very pricy and was more than happy to talk numbers.
  At that point I decided to take my dog home, and get a second opinion. The doctor looked at me and said he is going to die, and it will not be easy to watch. She had absolutely no empathy, and honestly seemed annoyed at how upset I was at the news she had just given me. Thank god I didn't listen. He was prescribed an antibiotic and a steroid at our regular vet, where the doctor was SHOCKED that putting him down was even considered.
  This place really needs to work on its bedside manner. Dr. K***********s bio on their website states that her passion is healing animals, and helping owners through stressful times. She needs to work on both of those things as she made a very stressful situation, much more stressful with her lack of compassion.

• Review fromaisha c.

  Date: 11/16/2022

  1 star
  zero stars. my parents brought my large breed puppy in because i was working the night shift, she was acting very lethargic. the vet stated her temperature was 105 and wanted to admit her which they did. saying it’ll be a minimum of a two night stay at $1000 each night. unfortunately, i cannot afford those prices so i called back and asked how long she can stay there before they charge me with the second $1k and that i would have her picked up then. the next day i called in to check on her, they said her issue is very common- growing pains, she seems to be doing much better, her temperature is down and it’s fine for her to be picked up. but mentioned i call to let them know what time so she can be weened off her IV. like i mentioned before i work night shift and i wanted her there as long as possible before i got charged again so i had my sister in law picking her up at 8pm. i called the facility 5-6 times throughout the day to let them know what time she’d be picked up and i didn’t get through once.soon after they finally call me saying they haven’t heard from me.. i explain no one picked up the phone and my sister in law will be there in an hour to pick her up. they told me that’s impossible, she needs more time to ween. i claimed that is the absolute latest she can be picked up, we live an hour away and i tried calling all day long. they had the audacity to tell me to have my sister in law TURN AROUND AND COME BACK AT MIDNIGHT. i made it very clear they had an hour before she was there and then she’s going home. my sister in law gets there, they refuse to give my puppy to her and LIED saying i agreed the puppy can stay another two hrs. i had to fight on the phone with extremely rude employees, i explained over and over i cannot afford for her to stay another night. they made her sign a medical release form of taking her against their advice. a few days later i received a call from ANIMAL CONTROL for a welfare call!! DO NOT GO HERE THEY DONT CARE & ONLY WANT $$$$!

• Review fromGary Deren

  Date: 08/12/2022

  1 star

  Gary Deren

  Date: 08/12/2022

  Terrible vet. Outrageous pricing. Incompetent staffing. Do NOT take your animal to these people. Wait for your own vet. These people are a joke!!

  Gary Deren

  Date: 08/12/2022

  Treated my daughters dog and incorrectly put a cast that was too large on a fractured leg causing it to become ulcerated and infected and regular vet stated that whoever did the casing used the incorrect size causing the injury and subsequently had to be redone and treated for infection from abrasion. Then charged over $1000. For the treatment. Please do not patrons this vet. They are incompetent and terrible!!!
  

  Orchard Park Veterinary Medical Center

  Date: 08/25/2022

  Hello,
  I am concerned to hear of such an accusation, of an incorrectly sized cast that caused an injury. I do not see you in our system, but I would like to ensure that a full investigation is done with our medical director to obtain further information. You mentioned that this was your daughters dog. Please have your daughter contact our office at 716-662-6660 and ask to speak to Allison Raffaele.
  Thank you.
  

  Orchard Park Veterinary Medical Center

  Date: 08/26/2022

  Thank you for calling me back Gary. Per our conversation, this has been thoroughly investigated, as was explained to you by our CSR Manager. She advised that the investigation showed that nothing was done incorrectly. Per our conversation, you indicated that if you do not receive a refund you will be seeking legal action and contacting the attorney general. As I said, we stand by the care that was provided and threatening legal action towards us is not going to result in a refund to you.

• Review fromShane G

  Date: 07/31/2022

  5 stars

  Shane G

  Date: 07/31/2022

  Our 14yr old standard poodle **** unexpectedly suffered what we believe was a stroke this morning at 1:30 a.m. It was a Sunday morning in Rochester and we couldn't find a single emergency vet in the area that was open. Our **** was suffering so we called Oarchard Park and they immediately told us to come in and to call from the car so we could start our 1hr journey to Buffalo.
  I honestly didn't think our **** would make the one hour journey but she refused to let go even though she couldnt see or hear us and breathing seemed painful. When we arrived the staff met us with a stretcher and immediately began administering pain medication to ease her suffering. The Dr. broke the news we all feared but knew was coming nonetheless. The doctor was never once cold or clinical even though it was now 3am on a Sunday morning. She met us with compassion and allowed us to make choices, even when there was only one choice to make.
  They put us in a very comfortable private family room with **** and gave us as much time as we needed to say goodbye. At that point the doctor walked us through the euthanasia procedure and even told us what to expect so it wouldn't startle us. She was there for us through the entire process.
  **** was with us for 14yrs, and although its an unbearable loss, the staff at Oarchard Park went above and beyond to make it a little more bearable. Not to mention I was surprised at how affordable they were. We chose to have **** cremated. When the nurse brought the bill I thought it was just for the cremation service, but it was the entire bill including those services. I honestly wish we lived closer so we could make them our pets primary care center. That's how amazing they were.
  If they're reading this, Thank you for everything!
  

  Orchard Park Veterinary Medical Center

  Date: 08/25/2022

  Thank you for taking the time to share your experience. We pride ourselves with going above and beyond for all our patients and clients. Euthanasia is always a difficult decision, but it sounds like you had Dora for 14 wonderful years and it is apparent the love that you had for her. We are very sorry for your loss.