Animal Emergency & Referral Associates

Sophia Ferriero

Please, as a fellow animal lover, do not take your animal to this hospital. I arrived at 4 PM and left at 9:39 PM with no understanding as to why Gizmo was ill. The lack of professionalism and empathy is astounding. I waitressed for 10 years before becoming a teacher, so I understand being understaffed/overwhelmed. But, I can’t excuse this and would be remiss if I did not share my experience. I spoke with the vet at 5 PM, and she shared Gizmo was stable, and we decided she would take an X-ray/run blood work. I waited for 4 hours without an update while others who arrived after me rudely complained about their wait time. The women at the front desk were discussing where in NY they should get their hair done/why, and told everyone who called they were, “At capacity with a 6 hour wait time.” At 8:15, when I asked the front desk for an update, they could not reach anyone for 6 minutes. She asked her fellow employee, “Is everyone on break? I don’t know what’s going on.” Her coworker replied, “Me either.” When she did finally get someone, I was told the vet would speak to me in a few minutes. I waited another 45 minutes before seeing anyone despite my cat being coded upon arrival, i.e., his condition was critical. Seven patients were seen before me despite thankful arriving with animals who were not coded. One kind couple offered prayers and bought me Burger King from across the street out of pure kindness. I cannot express my gratitude to you both and hope your puppy is well! I began to cry after everyone was called into a waiting room except for me, and decided to walk around a bit to calm down. Another 5 minutes passed, and I return to the feline waiting lobby hoping to see/hear about Gizmo. Around the same time, a woman came from the back, sits down, and nods in my direction. Another subtly points my way, and they lower their voices to proceed to laugh/mock me. One came over about 10 minutes later to tell me, “Gizmo was stable.” Friends, complete strangers who were also going through a stressful time were more empathetic than medical professionals. After 4 1/2 hrs, I was called into a waiting room and handed Gizmo. Through tears, I asked the woman who handed him to me how his bloodwork and X-ray were, she replied, “I don’t know. I’m a nurse; I haven’t seen them. The doctor will be in soon.” I spent the next 7 minutes apologizing to Gizmo before another woman walked in. Was she the vet? No. She was the office liaison who knew nothing about my experience or Gizmo’s condition. You see, I had arrived before her shift, and when she tried to explain that they “see patients who arrive in critical condition first,” I informed her that Gizmo was the only pet who arrived this way. She stated Gizmo was “not the last patient to be seen,” before I informed her that the front desk told all callers they were at capacity two hours ago, and I was the last patient called from the waiting room. When I shared that her staff at the front desk began to laugh/gossip about me when I started to cry, she looked embarrassed, but offered no apology. I told her about those kind strangers who offered me food/prayers, and suggested she hire individuals who share that level of compassion. Again, I asked about Gizmo’s X-rays and bloodwork. She said, “I don’t know. The doctor will be in shortly.” I spent the next 10 min promising Gizmo that I’m trying to help him, I’ll get him home, and the vet will be in shortly. I finally saw the vet at 9:35 and she offered little insight into his behavior/condition. She also shared a medical history that was inaccurate; I never told her Gizmo hadn’t eaten for two days. But, she seemed genuine and helped stabilize Gizmo, so I thanked her and recommend she find a hospital worthy of her talents. She looked embarrassed and saddened, and had the decency to apologize. I’m taking the time to write this with the hope that others will bring their animals somewhere they are treated with professionalism and kindness. Thank you again to those strangers and their pup, and to all of you for listening/reading.

Jul 21, 2023

Dinah PoKempner

While I received a preliminary diagnosis of what might be wrong with my dog fairly promptly, it has been six hours and no sign of (the one) vet in this huge facility. No one could give an estimate of how long it might take; as a consequence I’ve missed taking my own medications and feel ill. Saying “we’re sorry” is not an acceptable substitute for keeping clients informed or giving a realistic appraisal of whether emergency treatment was actually necessary. Nor is the mantra-like recitation of “your dog is comfortable”. My dog, who was shaking uncontrollably when we entered, is probably exhausted and withdrawn and my trust in this institution’s medical competence is slipping away by the minute.

Sep 30, 2023

Glenn Corrigan

The doctor and staff here were very nice, but we spent more the 6 1/2 hours at the facility. There was only 1 doctor on staff at this huge facility. We had to wait over 3 hours just to meet with the doctor. He spent about 10 minutes explaining what he was proposing and gave us an estimate of the cost. We then waited another 2 1/2 hours before they asked us to come back again for the results. Samples were taken and were told it would be 4 to 5 days for the results. It's now been 9 days without an answer. We've reached out 3 times with no answer. Unless there are no other options, I would not recommend this facility and will not return. The old company they took over always had a few doctors available which helped alleviate stress on the animal and owner. It has now been 10 days. We did finally receive the results of the tests, but still have heard nothing from the doctor as a follow-up. Very dissatisfied with this hospital

Sep 13, 2023

Paul Lindblad

DR. GRENET treated my daughters dog for an allergic reaction. They seemed to do a good job helping him, but they listed a terrified dog as aggressive. It's not cool when a vet can not tell the difference between scared and aggressive behavior and a sign of people who don't know animals. They are very different behaviors, but scared can lead to biting, but it doesn't mean aggressive. The dog was in a new place with new people he didn't know touching and messing with him. That's what made him scared. He gets nervous easily with new situations. For this reason, they only get two stars, and I won't be going back here again. I realize you don't get to know a dog well during an emergency, but if you can't see the difference between a scared dog and an aggressive dog, you have no business being a vet. I appreciate them helping him but not their failure to understand his behavior and just list him as aggressive when he is not. He was just scared.

Sep 25, 2023

John Veneziano

"Dr" Jose Grenet, not just lied about him, mistreated him, and lied to me, he hurt him physically. This supposed doctor labeled my dog aggressive for no reason. Upon arrival to the vet with my dog he was nervous but still friendly and social. Once "Dr" Jose took him to the back to check his temperature he VIOLENTLY shoved a thermometer in him. To the point he screamed. Not just did he scream, but when I got him home he was bleeding from his rectum. And to make things worse he lied to me about his medication. He said he'd be sending me home with a days supply of the medicine for free, he did not. And when I tried to talk to him about it he refused to see me. And to make things worse again, he labeled my dog FAS 5. The highest score on the scale for aggression. Funnily enough, he was never "aggressive" until after "Dr" Jose violated my dog with a thermometer. Even then he wasn't aggressive he was scared. Visibly scared. And any decent dog owner can tell the difference between a scared dog and an aggressive one. And the fact this "doctor" couldn't speaks for itself. If you can't read a dog's obvious body language you have no business working around them. This place is a disgrace to veterinarian hospitals everywhere. If you can make the trip please go to the Newton emergency vet and not this horrible place. I'd give this place a 0 if Google allowed it. Be ashamed "Dr" Jose, you don't deserve your medically licenses and certifications.

Sep 27, 2023