Union Hill Animal Hospital

I like them, but they literally never answer the phone. I have actually not once ever gotten them to pickup the phone when I call. Can you guys please pickup the phone?

I waited a long time before writing this because I wanted to reflect on my experience with Union Hill Animal Hospital fairly. I initially really liked this practice. The staff were genuinely kind and treated my pets with care, and I especially appreciated their flexibility in discussing services and costs when finances were difficult. Unfortunately, several experiences ultimately caused me to lose confidence in the practice. When my younger cat became lethargic and stopped eating after a vaccination visit, I contacted Union Hill and was advised to give her Benadryl and let her recover. When she worsened, I took her to an emergency hospital the next day, where she was diagnosed with FIP and I was able to pursue treatment. The experience that most affected my decision involved my five-year-old cat, who became critically ill and was struggling to breathe. After she had already been seen at Union Hill, I called for another appointment. The receptionist recommended the ER. I said I would consider it. While already in the car with my sick cat the next day, I discovered the appointment had not been scheduled because the receptionist assumed I was going to the ER. I was frightened and extremely upset, and I acknowledge that I expressed that frustration. They eventually allowed me to bring her in. However, before telling me anything about my cat, the veterinarian confronted me about how I had spoken to the receptionist. I explained what had happened, acknowledged her concern, and tried to move forward. Instead, she repeatedly told me she could still "sense tension" because I still appeared upset. This continued while I was waiting to learn what was happening with my cat, who was having difficulty breathing. I eventually told her that I was just worried about my cat instead of how continuing the confrontation was creating more tension, not resolving it, so I could get information about how my cat was doing. I understand protecting employees from inappropriate treatment. What I found unacceptable was continuing the confrontation after I had acknowledged the concern, rather than communicating with a frightened pet owner about her critically ill animal. My cat's lungs were drained, but I returned within 24 hours and learned she had terminal cancer when I had to bring her back in again vs waiting 5 hrs at the ER. Because she was suffering and would require repeated procedures just to breathe, I made the heartbreaking decision to put her down. Unfortunately, that was not peaceful. Although the veterinarian was personally kind and compassionate toward me, the procedure involved multiple attempts with needles/medication and lasted over 45 minutes. My cat became so distressed that she bit me, something she had never done before. Dogs were barking around us throughout much of the process, I could hear the appts going on around me, very loudly. Months later, remembering her final moments is still extremely difficult. Afterward, I never received information about where her ashes, which I paid to have buried, were placed. Her memorial paw print also wasn't sent until months later, after I transferred my remaining cat's records to another veterinarian. There were genuinely good things about Union Hill, and many staff members treated us with kindness. But the combination of these experiences ultimately broke my trust in the practice. I have since found another veterinarian for my remaining cat and will not return.