VCA Roberts Animal Hospital

VCA Roberts Animal Hospital, located at 516 Washington St, Hanover, MA 02339, USA, is a veterinary care provider operating within the "Pet Hospital" platform category. They can be contacted via phone at (781) 826-2306 or mobile at +1 781-826-2306. As a "Pet Hospital," this facility is typically equipped to provide a comprehensive range of medical, surgical, and diagnostic services for companion animals.

Based on customer reviews, the environment at VCA Roberts Animal Hospital appears to be one that, for some clients, presents challenges related to wait times and overall experience. While a "Pet Hospital" aims to provide a professional and functional setting for animal care, feedback suggests that long waiting periods are common, both in the initial waiting room and subsequent examination rooms. This can contribute to a stressful environment for both pets and their owners. One review mentions waiting "20-40 minutes in the waiting room, then you get let into another room where you do more waiting for another 20-40 minutes." This indicates potential issues with scheduling efficiency or patient flow. The address on Washington Street suggests a commercial or accessible location within Hanover, MA, consistent with a general veterinary practice.

As a "Pet Hospital" under the VCA umbrella, VCA Roberts Animal Hospital generally offers a broad spectrum of veterinary services for companion animals. While specific services are not detailed in the provided reviews, a typical VCA facility provides:

• Wellness and Preventive Care: This includes routine check-ups, vaccinations, parasite prevention, and general health screenings to maintain pet well-being.

• Diagnostic Services: Usually encompasses in-house laboratory testing (blood work, urinalysis, fecal exams) and imaging services like X-rays to aid in diagnosing various conditions.

• Medical Treatment: Addressing a range of illnesses, infections, and chronic conditions.

• Surgical Procedures: This would typically include routine surgeries such as spays and neuters, as well as other soft tissue surgeries.

• Dental Care: Professional dental cleanings and extractions to maintain oral health.

• Emergency and Urgent Care: While not a 24/7 emergency center, a VCA hospital would typically handle urgent cases during business hours.

• Pharmacy and Prescription Diets: On-site access to necessary medications and specialized pet foods.

The feedback provided does not offer specific insights into the quality of medical procedures or the effectiveness of treatments, but rather focuses on aspects of client service and operational efficiency. One review mentions that staff "has trouble working with your dog even if premeditated" if the dog is "not easy to work with," and clients may be "asked to help them while they examine your dog," which could imply challenges with handling difficult patients or a need for owner assistance during examinations.

As part of the larger VCA Animal Hospitals network, VCA Roberts Animal Hospital benefits from being part of a nationwide chain. This typically means access to standardized protocols, potentially advanced medical equipment (though not specified in reviews), and a broader network of specialists for referrals. However, based on the provided customer reviews, some of the perceived features of this specific location include:

• Strict Adherence to Appointment Schedules: One review highlights a rigid policy regarding appointment times, where a client was "turned away after being 14 minutes late," even after calling ahead due to traffic. This suggests a firm policy on punctuality.

• Challenging Customer Service: Multiple reviews mention "awful attitude" from front desk staff and "terrible customer service." This indicates a potential area of concern regarding client interaction and communication.

• Extended Wait Times: Consistent feedback points to significant delays before and during appointments, which can be frustrating for clients and stressful for pets.

• Perception of High Cost: One client describes the experience as a "massive money grab each time," suggesting that the pricing or perceived value for services may be a concern for some.

• Difficulty with Challenging Patients: The need for owners to assist during examinations of difficult dogs suggests that staff may face challenges with certain animal temperaments.

These features, while part of the operational reality, contribute to a mixed client experience.

While specific promotional materials for VCA Roberts Animal Hospital are not provided, VCA as a brand generally promotes itself on being a network of caring, professional veterinary hospitals committed to pet health. They often emphasize comprehensive care, advanced medical capabilities, and client education. However, based on the customer reviews, the actual client experience at this specific location may contrast with a generally positive promotional message. The critical feedback suggests that prospective clients might need to consider factors like customer service and wait times when evaluating this hospital. Any promotional message would need to address or be balanced against the experiences shared by some long-term customers.

Customer experiences at VCA Roberts Animal Hospital, as detailed in the provided reviews, highlight significant areas of concern, particularly regarding client service and operational efficiency:

• Lack of Compassion in Policy Enforcement: A severe complaint details a client being turned away for being 14 minutes late to an appointment, despite prior notification and an aging, declining dog. The perceived "zero compassion upon arrival" and the "awful attitude" of the front desk staff left the client feeling unheard and uncared for, especially given the sensitive nature of their pet's health.

• Excessive Wait Times: A recurring issue is the "20-40 minutes" wait in the waiting room, followed by another "20-40 minutes" in the examination room. Such prolonged delays can lead to frustration for owners and increased stress for pets, undermining the overall visit experience.

• Poor Customer Service: "Terrible customer service" is explicitly stated, with complaints about the attitude of front desk personnel. This suggests a systemic issue in client interactions that impacts satisfaction.

• Perception of High Cost and "Money Grab": The sentiment of the clinic being a "massive money grab each time" implies that clients feel the services are overpriced or that unnecessary procedures are pushed, leading to financial dissatisfaction.

• Challenges with Pet Handling: The need for owners to assist staff with "difficult" dogs during examinations can be concerning, suggesting potential gaps in staff training or adequate staffing for handling anxious or uncooperative animals.

These reviews contrast sharply with the expectation of compassionate care and efficient service typically associated with a "Pet Hospital." Prospective clients considering VCA Roberts Animal Hospital should carefully weigh these concerns, especially if punctuality, efficiency, and a high level of compassionate client interaction are top priorities. While location convenience was a factor for one long-term client, the accumulated negative experiences ultimately led to a strong recommendation against this location.