We have always used this vet for the care of our yellow lab. Up until now, they have been wonderful. However, we have never had an emergency with him either.
Our dog, Sunny, went out this morning around 9:30 to relieve himself. When he came back, he was limping a bit and my husband noticed that he was bleeding from a wound on his chest. When he looked closer, he had about a 2 inch long gash on the front of the chest. It looked painful and it was obvious that it was bothering him. The wound was very deep and wide open. He definitely needed stitches and a good cleaning. We were also concerned about a possible punctured lung or an internal problem since it was so deep that it seemed to go on forever when you looked in it.
I scheduled an "emergency" appt. for 3:30 in the afternoon. That was the best that they could do for a dog that was suffering and bleeding all over the place but, hey, at least they were going to help him. He continued to bleed and got more and more calm and quiet.
My husband got there with Sunny and they said to have a seat and wait. So they waited.....and waited....and waited...until I got a call from him and he was FUMING!! He sat there with our bleeding, mess of a dog,for an hour. By then, it was 4:15 and had had just about enough. When he asked the receptionist how much longer it would be, she responded that the vet was in surgery with another emergency animal and that they would get to him just as soon as they could. Needless to say, he left...
I immediately called there to try to find out just what the hold up was and if they could push it along. When asked why their procedure is not to have a vet come out and just glance at an emergency to see how urgent it is, she responded that they (receptionists) are "trained" to evaluate how the animal is acting and then make a judgement call as to how soon they need to be seen. Apparently she didn't feel that Sunny's wound was not bad enough, he was not bleeding quite enough, or acting strange enough. I am sorry but the ONLY person that should be evaluating an ill anmal is a vet tech or an actual veterinarian. We went round and round and she provided every excuse in the book about why he was made to sit there without treatment even after his appt. When I asked her where the second vet was, she told me that she was "seeing regular patients" so she couldn't see Sunny. (I CANNOT even fathom that....I guess she couldn't squeeze him in as an emergency and explain to the other people that a wounded dog was there and needed immediate attention, just like if their animal was in the same situation, they would receive the same care!) We got no where, fast. I told her that I wanted an office manager or the vet that owns the practice, to call me back to discuss it.
I never did get a call from them. The same girl actually called back and I had calmed enough by then to ask if he could please be seen. She advised that by then he had 2 other animals ahead of him and one emergency was on their way in. I asked my husband to please put his feelings aside for right then so that Sunny could get treatment. I assured him that I would follow up with someone later.
My husband returned with no Sunny that night. He finally got to see Dr. Hudnall and she decided that he definitely needed surgery tonight to evaluate, clean, and stitch the wound. He would also stay overnight to be watched for any internal damage or complications. I was told to call back in the morning between 8 and noon and that if all went well, he we could get him tomorrow.
Now we are just waiting for an astronomical bill when we go get him. I have calmed down quite a bit now but, the part that upsets me the most is that these doctors do this job because of their love of animals. Why would they make an innocent, helpless dog wait in pain? I still just cannot believe the lousy service and treatment we recieved today. I am still livid and plan on addressing it tomorrow, assuming that my dog is ok in the morning.....may a higher power help them if something bad does happen to him due to the delay of treatment because we WILL own that place!
So, in closing, for regular check ups, shots, and boarding, Pineview is great.....don't bother going there if you have an emergency with a pet because you will be lucky if the animal survives while waiting to be seen....