Excellent experience for my pet who was as happy as a lark after the appointment!

I want to begin this review by sharing the facts, the manager took the time to review with me my concerns, and mentioned Kristen will be spoken to about this. However the need to share with the public is imminent when beings continue to be refused proper service.

My opinion on how I feel I was treated is irrelevant, this establishment has posted signs for attendants to wear a mask, however you can not attend. When questioned about a discretionary process that is causing further health ailments to patients I was presented with arrogance, ignorance, and ultimately disrespect.

I have waited to book my dog King in until after phase 3 to ensure I can enter the building with him. Last time I could not and he was refused certain services (nail clipping) that are essential to him as a dog with foot and skin irritations. Secondly they refused to renew his prescription for drops without seeing him although this is a prescription he has been on for 3 years, this is why he was brought in last time.

This time around I callbook the appointment last weekfor this week. Although I generally don’t wear a mask I saw their sign and put one on. Upon trying to enter the door was locked, which I found odd but it is a smaller establishment and to avoid overcrowding I understood.

Kristen came to the door where she mentioned they aren’t letting people in. I immediately requested reasoning as my mask was on and we are in phase 3 here in Waterloo. She went back in and returned with the option for me to watch through the window while they perform the service in side.

Now let’s break that down, a dog with their owner outside a window…would that make them more calm? Definitely not, in fact the barrier is proven to provoke anxiety with unknown surroundings. He needed a check up and his nails clipped. Due to the allergies and anxiety his feet are constantly broken out in Eczema like patches.

As mentioned King has severe anxiety. He has been treated here for over a year pre covid and still to this day has the exact same issues. Which I digress he has a lot of allergies and anxiety. When returning today and expressing that my dog can not be neglected further Kristen began relaying inaccurate details of our account.

1. Our dog has never been refused nail clipping due to the condition of his feet,only has he ever been refused for non essential service during COVID
2.She claimed they had imagery to support this, they do have extensive imagery due to documentation of the change in his feet, every check up, pictures.Not to prove why they couldn’t give service to document any change-when I mentioned she was inaccurate and gave facts she retracted her statement. This happened with 3 different statements.
3.When directing the staff to please provide me with the product I preordered and his file documents so I may leave I was presented with the wrong order. Left on the ground where Kristen returns inside without the incorrect order.
4.I asked her to take the product instead of leaving it outside as I would not be purchasing the wrong product. Grabbing the bag Kristen turned around to return inside this time shouting that “we don’t have another bag for you” and locking the door behind her

Again my opinion on how I feel I was treated is irrelevant, this establishment has posted signs for attendants to wear a mask, however you can not attend. When questioned about a discretionary process that is causing further health ailments to patients I was presented with arrogance, ignorance, and ultimately disrespect. I am not paid to enter your establishment Kristen, you are, and to conduct yourself with such poor quality customer service had truly affected our day.

My dog did not get his health needs assisted by this place again, and we will not be returning. Collectively we have paid a fair amount in services to at least entice your staff into providing quality customer service.

Bridge Street Vet Hospital lost a client today, not due to COVID restrictions due to staffs inability to act humane.

I highly recommend this animal hospital as we always receive amazing care for our cat. The entire staff is amazing.

Staff & vet here have been very helpful & supportive to me & my pets for last 2 1/2 years. I highly recommend them.

The staff and vet here have been extremely responsive and helpful, including making accommodations for my very anxious dog to make sure he gets the treatment he needs despite difficult COVID circumstances. Very glad to have switched to here. Recommend.