Ontario Veterinary College

I contacted this clinic after they received a report directly from my veterinarian regarding my dog, who has a mast cell tumour on his nose. We have already been advised that chemotherapy is not considered effective for his particular situation, and surgery is not a viable option because of the location and the inability to achieve the necessary margins around his nose. Despite already having the veterinary report and this information, I was told that the next step was to book a telephone consultation for approximately $250. I explained that rather than paying $250 for a phone call, I would much rather move forward with an in-person appointment where my dog could actually be examined and we could have a meaningful discussion about what options, if any, might be available. The response I received was essentially, “This is the way we do things here.” That was extremely disappointing. When someone is dealing with a pet who has cancer, they are already frightened, stressed and trying to make the best decisions possible for an animal they love. In my opinion, requiring an expensive telephone consultation before even allowing us to move forward with an in-person assessment felt more focused on process and fees than on the individual circumstances of my dog. I made my feelings clear on the phone: healthcare, whether for people or animals, should never make someone feel as though profit is being prioritized over care. I was willing to pay for an in-person consultation and have my dog properly assessed. I was not asking for free medical advice. I simply questioned why I should first pay approximately $250 for a telephone consultation when the clinic already had my veterinarian’s report and I was asking to proceed directly to an in-person appointment. Then she said “you can ask your vet to refer to someone else knowing it is in Montreal and they are the only ones in Ontario. I is just discussing” poor bedside manner and customer service Based on my experience and the way my concerns were handled, I cannot recommend this clinic. I understand why all the other negative reviews.

5 star vet care. 1 star billing and reception staff. Our family dog had a bloat. The vet staff saved her and was great. We were made to give a large deposit before the surgery. Understandable. When we went back 1 1/2 days later the receptionist said “ you left a huge deposit everything is paid for, you will have a refund.” Great, took the dog and went home. 2 months later we get an email saying we owed $2,000 MORE . Confused, We asked for a detailed invoice showing what the extra money was for. No response. Then came the pay or we are sending you to collections. Because I am a person with integrity I went today to pay the balance, they did save our dog after all . I get there and was told that “I could not pay the bill because it was my daughter’s name on the invoice”….what? The receptionist fought with me and rolled her eyes at me when I simply said “ I just want to pay my bill and I can’t?” After about 10 minutes she went and got her manager who “ allowed “ me to give them $2,000.00…..I felt like I was being Punkd and some hidden cameras were going to come out and say it was a joke. I simply cannot imagine any business in this or any economy refusing payment! I was very upset by the awful treatment I received for simply driving 30 minutes to pay a bill. I simply asked for an apology and was never given one. Stay away from this place unless it’s an emergency and you really have to because the way they treat humans is despicable.

I truly believe the overnight care is lacking. First off, for how much money you charge you better be checking vitals more than every 4 hrs, ESPECIALLY after an operation. My dog aspirated on a feeding tube and passed away the night he was due to come home. I truly believe closer monitoring would’ve prevented this. They also ignored my concerns earlier in the day of possible stomach irritation. This is all after they made me and my poor dog (that had a hole in his stomach) wait an extra 2 hours before calling the surgeons in because their evening staff doesn’t know how to handle billing. Keep in mind the referring clinic in Cambridge advised them of our eta and sent over the documentation before we even arrived. It amazes me a place that teaches how to care for animals, can prioritize money and politics over saving a life. Shame.

This hospital in Guelph, OVC, even though it is a veterinary school, they were not competent in detecting pneumonia in my dog on the first day. After 4 days in hospital, my dog ​​had to be euthanized, but this could have been avoided if they had done a chest x-ray on the first day. Their incompetence cost $8,000 and the life of my 4 year old dog. Even after I submitted my complaint against the veterinarian, they never responded to me. Yet, they urgently contacted me demanding an outstanding balance of $1,200, even though I had paid the full amount upon leaving the hospital. I spent $20,000 across two hospitals for a five-day stay, under cruel and deceptive circumstances. What comforts me is knowing that the day will come when they will be judged by God.

They are working hard to help my Kona i am grateful for their care and attention.