Advanced Veterinary Specialty Center of New England

Our cat BJ was diagnosed with lymphoma after having a tumor removed at Westbridge. Our initial impressions of AVS were really positive and we opted for chemo after getting a full explanation of our options. The vet and staff were very kind and the tech even got back to us on a weekend when our baby was having issues with nausea post-chemo treatment. However, we came in for what ended up being our last chemo treatment and we agreed to hold off as he wasn’t doing well. An hour after returning home our cat had a seizure and I called AVS. The fellow at the front desk talked to our vet who apparently just told him to pass on a message to go to emergency. We never heard a peep from them again. No follow up even though we had subsequent appointments. No call to see what happened. We did receive a condolence card after more than two weeks passed. I was very disappointed that a cancer clinic that treated our cat multiple times did not follow up after we lost him. Grieving a beloved pet after make the choice to euthanize is incredibly hard but I personally would have been helped by someone who better understands cancer progression in animals. There is a tremendous amount of guilt one has about perhaps making the wrong choice to undertake chemo; did you hasten their demise or cause them unnecessary pain? On the other hand I can’t say enough great things about Westbridge. Their vets are so caring and they really helped us start to move forward to a place where we aren’t beating ourselves up for putting him through chemotherapy.

I’d like to preface this review by saying that it is not written out of disrespect or a lack of gratitude for the treatment our dog received at Advanced. As business owners ourselves, we value the role that reviews play in encouraging positive change, and we hope our feedback helps improve the experience for future patients and their families. We were referred to Advanced for radiation therapy by our oncologist at Ally Veterinary Specialty Center after electing an aggressive chemotherapy and radiation treatment plan when our otherwise healthy six-year-old dog, Smoky, was suddenly diagnosed with lymphoma. We are very grateful for the care Dr. Jacovino provided throughout Smoky’s treatment and appreciated the personal phone calls he made to check in several times during the process. We were also very impressed by the compassion and professionalism shown by Simone, one of the veterinary technicians who cared for Smoky. Our concerns with Advanced stem instead from the administrative side of the practice. During my first phone call to Advanced, the gentleman at the front desk immediately told me that radiation does not treat lymphoma. I was surprised by this response, as I was calling with a direct referral from our oncologist for half-body radiation treatment and had also reviewed veterinary literature discussing radiation as part of lymphoma treatment protocols. The statement ultimately proved to be incorrect and, unfortunately, created a poor first impression of the practice. Additionally, while waiting for Smoky during appointments, my husband and I overheard several instances of front desk staff speaking negatively about patient families within earshot of the waiting area. In one instance, we heard a staff member complain that they did not want to speak with a patient's husband because he was “annoying.” In another, we overheard complaints about a family with an outstanding balance. While I completely understand that working with the public can be challenging, these conversations should take place privately rather than in front of clients. Hearing them made us uncomfortable and diminished our confidence in the professionalism of the front office. Our most significant concern, however, was the lack of organization and transparency surrounding billing. On three separate occasions, we were charged for line items that had already been paid. It became common for us to be presented with unexpectedly high balances, only to discover errors after requesting itemized invoices and reviewing the charges carefully. Resolving these issues often required conversations with multiple staff members before we could obtain an explanation or correction. There were also several charges that were not clearly communicated to us in advance, making the resulting bills both surprising and upsetting. We do not have pet insurance, so the five-figure amount we paid for Smoky’s treatment came directly out of pocket. Given the significant financial commitment involved, every charge mattered, and we needed clear information in order to budget appropriately during an already difficult time. A cancer diagnosis is overwhelming enough without having to repeatedly question invoices, track down explanations for charges, or feel uncomfortable in the waiting room. We are very grateful for the quality of care Smoky received from his medical team, but we left feeling that the administrative side of the practice added unnecessary stress during one of the most difficult periods of our lives. We sincerely hope future families have a smoother experience.

Dr Kube was very thorough in discussions around my dog's treatment. She was sympathetic and answered all of my questions. Riley was incredibly kind and her demeanor made me feel at ease immediately. Kevin at the front desk was very personable. Getting text updates from Simone, Peyton, and Pete was definitely thoughtful. It was great to know our little guy was being taken care of by such an amazing team. This has been such a trying experience for us, but we are very happy with the care our dog received. The team met every expectation they set.

The front desk folks are so cheerful and welcoming; the techs know Rosie and comment how well she looks. Dr. Kube is low key, takes time to explain everything - never rushes. I feel confident that Rosie is in good, good hands. The welcoming attitude from everyone - each person seems very interested in Rosie's visit and well-being.

I got a referred to AVSC and Dr Blake to do a TPLO for my border collie Nicky. I called and expected to be seen in a few weeks. They said I could come in a few days ! I was thrilled because time was important to get him seen. From the time Amanda met us in the lobby I felt important, taken care of and confident I made the right choice. Amanda was amazing and immediately took care of Nicky who was quite anxious and thought the floor was made of lava. We are 12 weeks post op and he is recovering wonderfully. I’m so thankful for AVSC, Dr Blake and especially Amanda for making a stressful scary time for me and Nicky an amazing experience