Pet Pals Veterinary Hospital

If negative stars were an option..this would be the one. I struggled with writing this review as I did not want to relive this experience. It was as upsetting as it was wrong and my hope is that this information can benefit some other unsuspecting person. I called Pet Pals yesterday to ask about several medications my dog was taking. The effects and intent of meds (both animal and human) are not my area of expertise, so of course, I had some questions. To complicate matters, last summer, all of the staff that I had come to know for years left, retired or were let go...a glaring red flag. The woman who answered the phone somehow became offended by my questions and out of nowhere, said she would email me my dog's records and I could find another vet. She continued talking (more like rambling) as the several questions I had asked were not getting answered. I'm a logical person and a simple, common sense answered would have more than sufficed. Her ramble went on and I asked her to stop and listen to what I was saying. She gave me a condescending laugh..yes a laugh. Told me she did not have to deal with rude people and I promptly heard a click in my ear. Uh..what just happened?? Shortly after that, I got several emails including my dog's records and a lengthy note that my account at Pet Pals was being deactivated, berating and insulting me for being a rude heathen, that they expect respect (oh the irony) and they will be happy to help me in any way going forward (oh the passive aggressiveness). To give a brief background, Pet Pals was recommended to me 15 years ago by a trusted and knowledgeable friend who has spent his entire career in the care of animals. At this time, this clinic practiced both holistic and conventional veterinary medicine. My vet was Dr. Towle..and she did not disappoint. She was wonderful, as were all of the other vets, vet techs and front office staff. I drove an hour to get to Pet Pals for 15 years. They cared for all 3 of my dogs over those years..keeping them healthy and happy until they reached old age. I will never forget the love and compassion shown by Dr. Towle and Dr. Olden-Stahl in discussing their treatments over the years. I was easily able to reach either of them and they spent all the time necessary to address all my questions and concerns. Like most of us, I love my fur babies more than anything and want to be certain they are getting the best care possible. Pet Pals was also the place that helped me through the grief and heartbreak of putting 2 of my babies down during that time. In short, this was really an incredible place at one time..based on my 5 minute interaction and subsequent emails, this is no longer the case. To be clear, a person who I have likely never met, (no confirmation though as she did not give her name. A wise choice based on her horrendous people skills) answered the phone and in one fell swoop decided that a 15 year relationship no longer mattered and that she had the authority to make this decision. To say this was shocking and upsetting is an understatement. I have no official knowledge if there was an ownership change here but after researching this business and reading reviews since the staff change in the summer of 2023, it seems my experience yesterday is the norm, not the exception. I hope the current owners read this and make a common sense decision to not allow a receptionist to tell a one-sided story and let them determine the direction of your business. The owners need to be aware of this mismanagement of clientele and they should care.

We’ve been bringing Zeppelin here since he was a baby and he’s 7 now. Per advice, we’ve brushed his teeth regularly since then and he’s never needed a professional cleaning. As we all want for our little buddies, they are proactive and thorough in his care.

I love Pet Pals vet. The doctors are excellent and Holly and Jess are kind and very helpful. Pet Pals is the only reasonable vet in the area that also has great staff.

Dr. Towle and the team provide excellent customer service and holistic care for my 3 Shetland Sheepdogs. I love their holistic approach to solving my pets issues. Keep up the excellent work!

I had an issue the other day when talking to a receptionist but the office manager talked to me for a while and validated my feelings about it and apologized and promised to talk to the person on this specific issue. They seem like a nice of vet office based on the conversation and I guess they partner with my current vet so I am bumping up the reviews to four stars