CityPaws Animal Hospital

I have been to three vets in the area and this is my favorite one by a mile. Dr Brenda Vail is so kind and caring and I feel she truly cares for the dogs she sees. Andrew at the front desk has been extraordinarily helpful and I am always so relieved when he answers the phone. Thanks, CityPaws!

They're doing a great job managing Covid. We waited outside until they were ready for our dog and they came out and got them. They don't have clients entering the office which is a great strategy.nnThey do an excellent job with our dog who's very resistant to his nails being trimmed.

This is my second visit to City Paws Uptown. The vet has been great. The front desk staff, one female in particular, has not. She was rude both times I was there. The first time, as a new customer, she asked me to move further away from the outside front window of the office. She didn’t say hello or thank you. I was already six feet away and had been waiting more than 15 minutes outside after my scheduled appointment to get a call. I understand we cannot come inside due to covid, but I don’t understand why you ask patients to arrive 5-10 minutes early, and then you end up waiting an additional 15-20 minutes to be called. Parking is available, but City Paws only validates for 30 minutes. Between waiting to be called, and your pet’s visit, that is more than 30 minutes so you end up having to pay for parking. The owners should really try to work something out to validate for one hour. Additionally, the same rude tech/front desk person saw me exit my car and came outside to try and insist that I remain in my car because the nearby Target doesn’t have cell phone reception according to her. How did she even know where I was going? I told her I had to make a return and would be back in five minutes. She tried to insist that I remain in my car. I also needed to use the bathroom. She was fairly rude, just as she had been the previous time. Again, the vet was wonderful, but the front desk needs some additional training.

We've been taking our dogs to this location since it opened, and have had varied quality of care. The reason we stuck with them as long as we did is that one of the Drs had good bedside manner with our very anxious dog, but at this point the other issues are too much.nnThe front desk has always been difficult, and scheduling/basic phone skills seem to be an issue. My partner and I have been given different information on more than one occasion. At one point I was called back, to make an appointment, and after the person on the phone spent a few minutes trying to pull up their calendar (remember, they called ME to make an appointment), she seemed surprised to see that they didn't have any availability. Seems like a thing worth checking in advance. We never actually got a call back for that scheduling, but through phone persistence, found a gap by calling back.nnThe final straw was an attempt to get our dog's leg examined. We reached out multiple times for an appointment and made it clear what the purpose of the appointment was. Despite that, when I arrived I was told they'd have to reschedule her for an appointment where they could actually look at it, but they'd take care of the other issues. I called right back (4 min) to tell them not to and that I'd just take her to another vet. When they brought her outside, they told me that in that four minutes she's gotten her annual exam and two shots that I'd need to pay for... and apparently trimmed her nails (though I can't see that they did that). I obviously can't prove they didn't do those things, but can't believe it could have been done in the 4 minutes between my receiving their call and calling them back. I asked the technician when the exam was done and how long it took and she said, 'I don't have to tell you that.'nnSo, in short: they make a lot of mistakes and will make sure you get billed for them. Not big into acknowledging their mistakes or having a conversation, though. Oh, when I said I wouldn't pay for services I didn't agree to, but I'd be happy to pay for what was rendered, I was told they wouldn't validate my parking. Classy. Two other customers loudly agreed with me outside, so I know I'm not the only one having these issues.nnAnyhow: avoid. avoid. avoid. I'm sure there are people working here that are great, but it's clear that it's not run well and has some customer service issues to deal with. No reason to pay these kind of prices for that.

Andrew who works at their front desk is an incredible person and the reason we have stuck with City Paws. He is super helpful and always follows through on finding a solution for us. Dr Brenda Vail is also a great vet who has been very responsive.