Also to add to my updated response..maybe the new issues with this office has to do with a family member, who had to make a facebook page because he could not find a job (maybe because of a lack of customer service skills) being hired as a office manager. Something for people to think about!
My two dogs have always been taken good care of. Staff is friendly, professional and Dr. Detora is wonderful with them.
Dr Detora was always great with my pets, and family pets growing up. His new staff now do not know how to treat people. They do not answer questions, they are rude, they will talk over you. The so called office manager should learn something about customer service and teach his staff. I will never ever bring my pets there again. It is sad really I always recommend Dr Detora and Hillside, but because of his staff I will never again, and I will make sure everyone I know knows about it. Treat every patient, human or animal, as you would treat your own.
Update in response to John the NEW office manager!! Again you show your lack of customer service. This is not a response from the owner, as you are not the owner of this business. I requested to speak with the owner, Dr Detora, and I was refused. I was left on hold for 10minutes when a young man, Joe, finally came back on the phone and his response to one of my questions was in a rude manner, "I don't know, I don't know how they do that I've only been here for two weeks". Then I asked to speak with someone who could help me. This woman, Susan, who when I questioned what she told me started speaking over me, which anyone who knows anything about customer service knows this is rude and bad customer service. Not to mention you posting information about my pets online, that is not accurate, is a violation. If any information about my pets was public knowledge why would I need to give you permission to speak with someone else beside myself about my pets records? Maybe you have not heard of something called HIPAA!!! Also the fact that information regarding samples of the Heartworm Preventative that Dr Detora's previous staff gave me was left out of my pets records is a major concern. What else was left out of my pets records? What else was left out of my pets care? It was not the response given to the rescue it was information left out of my pets records that I was trying to get straightened out, and that I was upset about. If you as the office manager did your job and called me to find out what was going on you would have know this. My pets have been seen yearly by Dr Detora, who has always been wonderful with them, and both had upcoming visits which I was told they no longer have. The fact that new staff has no concept of customer care, or how to deal with an understandably upset pet parent trying to find out why information was left out of my pets records, or the fact that the NEW so called office manager never contacted me until 20minutes after my original phone call, that only lasted 10minutes (yes I have phone records), and never called to find out what the issue was just called to say "Come get your pets records". That Mr Gaudion is terribly customer service!! It is my right to post my review of the experience I had there so others know. Dr Detora is a good vet but when you run a business your front line people say a lot about your business and they can also break your business, something to think about, especially when you hire a new manager who feels the need to break the law discussing the patient information on a public website because he is upset he and his staff was called out for the way they acted. I will say it again...Treat every patient, human or animal, as you would treat your own. I will also now be reporting you, John R. Gaudion, for violating HIPAA and discussing my pets records on a public website without my permission.
I would give zero stars if I could, but this site requires at least one star to leave a review! This place left me so emotionally drained and restless. First of all, I took my kitty in Thursday evening (8/25/16) because she wasn't acting herself. She was drooling, having difficulty breathing, vomiting with a faint meow. I was so scared seeing her this way so I immediately called Hillside since they are open 24/7. Normally I like to research new places before I make a decision to visit. But, I felt like every second counted at the time and I just rushed to the facility so Roxy can get treated asap (I called prior to arrival). Once my husband and I walked inside, the front desk representative asked for a $300 deposit so I gave her my credit card. Then they gave me paperwork to fill out. MY First impressions... This facility doesn't care about the well-being of my kitty (if I put a rush on getting her there to ya'll, you need to rush to get her to the back. I can fill out the paperwork while you start working on her)....Also, everything Dr. Cagle, DVM had to say about Roxy was negative. She gave us no hope, but steadily kept asking about money. She kept asking my husband and I, "how much money are we willing to put into this?" Then she kept saying that there are no guarantees if Roxy will make it, and if we spent the estimated quote of $2,625- $4,605. We told her to proceed with the xrays and blood work. Once the results came back she said its a possibility Roxy could have diabetes, congestive heart failure, cancer, and/or thyroid problems... Here's my question, how can a Doctor throw out all these pre-diagnosis with lab results and xrays??? Based of your knowledge and experience, give me some better feedback! Also, she gave us two options: euthanizing Roxy, or hospitalization. I sat there in that chair, and I cried and cried. There is nothing like trying to have some faith in hoping for a better outcome, while being told All negative feedback..She showed absolutely no remorse! My family don't have $5,000 just sitting around. Dr. Cagle came back into the room pressuring us about the two options she gave. Here mood and gesture gave us the vibe that she was tired of talking to us about it. My husband and I both work, we were willing to setup a Payment Plan (anything for Roxy). She is our family. Also, if this clinic cares so much about animals, they need to find better ways to show it. I understand some clients may have burned their bridge with paying their balance in the past, but you shouldn't treat every client in distrust. I could've went to the new vet clinic with my guards up after the lack of knowledge Dr.Cagle given, but I had to put that negative energy aside and focus on Roxy. Its all about her in the end. It should be against the law to turn pets away in an emergency setting, just like it is in a human emergency setting. I am so glad my husband told me to calm down and grab Roxy so we can go. We are out of $527, restless days and nights, stress, and we haven't been eating. Dr. Cagle stressed me out so bad, I keep running to check on Roxy every time I hear her move or meow. I just want Dr. Cagle to know that Roxy is still alive. In addition, word of mouth is still the best way to advertise, and I will make sure to share this horrific experience with others. I wouldn't want anyone to feel the way I felt.. HELPLESS!
We had been to several Vets in the area- none ever suggested that our Golden might have a thyroid problem (which is especially crazy because we learned that it is especially common with the breed) Our poor girl suffered until we went to Hillside. They have been incredibly responsive AND helpful whenever we have called. very caring AND professional.
Great vet, cares about his animals very much!
Hillside Veterinary Clinic is a US Veterinary Care based in Auburn, Massachusetts. Hillside Veterinary Clinic is located at 9 Howe St, Auburn, MA 01501, USA.
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