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Animal Hospital of Newport Hills
- Veterinarians
- Newcastle, WA
About this business
Location details
13018 Newcastle Way, Newcastle, WA, 98059, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 8:30 a.m. to 5:00 p.m. | |
| Tue | 8:30 a.m. to 5:00 p.m. | |
| Wed | 8:30 a.m. to 5:00 p.m. | |
| Thu | 8:30 a.m. to 5:00 p.m. | |
| Fri | 8:30 a.m. to 5:00 p.m. | |
| Sat | 8:30 a.m. to 2:00 p.m. | |
| Sun | Closed |
I agree with the previous review that the Paw Plan isn't worth the money. When we got her teeth cleaned as part of the plan they asked an 8am drop off only to have the doctor call to say they'd be doing "other" procedures first. Our dog is 125lb and was essentially crated the whole day until it fit there schedule....not mine or what's least stressful on the pet. Then begins all those phone calls to get approvals for extra tests...$67 dollars here $80 there all not covered under the plan. Antibiotic $150 Not under the plan. ... read more
Business response:
Susan, we are truly sorry to hear you had a negative experience with us and appreciate you taking the time to chat in more detail. Our number one goal is to offer exceptional care and service, so please know we take this feedback seriously. We have shared your comments internally and will be working hard to ensure your next visit with us is a good one. We are trying something new, with more limited staff now due to COVID and still high patient demand. We are now adding an all day appointment doctor so they can focus only on ... read more
Not worth $800 annual fee paid. The clinic lost my paperwork, and had miscommunication among their staff which costs customer time and money. We moved to this clinic because our vet moved to this clinic. It's a horrible choice because the clinic is very disorganized. We did rabies test 6 months before traveling according to the procedure, then when we need the document to submit to Olympia, the clinic couldn't find the original report. It was horrifying since we were in tight deadline. My vet had to call the lab and apply fo... read more
Business response:
Susan, we always try to accommodate our Paw Plan Clients. Our Paw Plans include everything we recommend in a year at a 30% discount, we include unlimited exams, and allow you to split payments over 12 months. We understand with COVID that it is harder to get in so allowing exceptions latley to use services outside the 12 month time frame. Your plan included a dental procedure, by using most of the services in your plan and multiple exams you already saved several hundred dollars being on a plan as you used over a thousand do... read more
Since Covid began their customer service is terrible. They also started charging if you want an appointment instead of waiting hours in your car.
Business response:
Micheal, we appreciate the feedback. Our lobby and exam rooms are small so we would be unable to protect our clients and staff from COVID being a walk in clinic. We are adding two more doctors to our rotation in August, and two more support staff to decrease wait times and increase efficiency. Also, now allowing people to call from home and get on the wait list if we have a wait. We hope these continued changes will improve your visit experience.
We used to love this place. The staffs and the vets there were so kind and knowledgeable. It seemed it ran downhill the recent years and it's been horrible the past year. Their appointment and check in system is terrible. Long hold on the phone and take forever to a hold of them and even if you have an appt. not sure if the staffs were overworked but they aren't as kind and friendly. It really is a hassle to go in even if I want to. With the pandemic over a year, can't believe they have not smoothed out their process.
Business response:
Crystal, we have worked hard this last year to accommodate more patients in need with less staff. More patients are coming in need due to most vets being booked weeks out. Due to the pandemic and its demands we lost several doctors and support staff. We have moved to curbside for client and staff saftey which has made the check in and out process more difficult. We added texting, and changed our walk in process to allow drop offs to limit wait times since walk in practice. Starting in April we now have added appointments to ... read more
Called to get my 2 dogs routine vaccines. I completely understand and agree with Covid precautions and procedures. We are told to call/text when we get to the clinic and then wait in the car for them to get the pups. They do not take appointments for routine vaccines. Called at 1:20 pm on a Thursday. They said 15 minute wait. Came and waited in the parking lot. Called again after waiting 30 minutes. They said we're next in line. Still waiting and it's been over an hour. Called again and they said they don't have a tech... read more
Business response:
Sue, I apologize for the delay in my response as I have been gone on maturity leave. We have since added another receptionist, will be adding a new phone triage system, and TECH VISIT APPOINTMENTS as requested! We hope to help with the busy front desk. We are tirelessly working at ways to improve wait time with curbside and look forward to reopening once everyone is vaccinated and COVID cases are reduced.
Our emergency visit was very $$$$$$ and they recommended unnecessary tests. Staff was nice, but overall wouldn't trust this as our main veterinarian. Took our dog to our normal doctor after the visit, (they don't do emergency hours, so couldn't do that originally), and they said that our dog was fine, nothing to be worried about and they thought the tests provided weren't necessary. But if you need to bring your pet somewhere close and quickly, this place is good for that. They have good weekend hours.
Business response:
Erika, we understand that veterinary care can be costly, which is why we always try to accommodate our clients to the best of our ability. We offer a variety of treatment options so that you may select a less costly alternative, if and where possible. We aim to provide you with the information and educational resources to make the most informed decision for your pet. We appreciate your feedback and will ensure to address internally and happy to discuss with you directly.
Their reputation has gone to their head and they are now too big for their britches. Called SEVEN TIMES in the past week. Put on hold for 15+ minutes each time and gave up. Tried to book online. Not available. The last time I called, I begged them to not put me on hold AGAIN. She was quite rude, said there were people in front of her and 5 lines on hold and put me on hold again without letting me respond. They are so special now that as a business they don't even have to give a proper greeting. No: "Thank you for ... read more
Business response:
Sema, we are truly sorry to hear you had a negative experience with us and appreciate you taking the time to chat in more detail. Our number one goal is to offer exceptional care and service, so please know we take this feedback seriously. We have shared your comments internally and will be working hard to improve. Since COVID we are forced to do everything by phone, including checking in and out, plus all doctor communications. Also, due to the increased demand on the veterinary industry and most clinics booked out weeks we... read more
Sadly, after having 3 dogs go here over 25 years, I have noticed compassion and caring have given way to the desire to turn a profit. I called early this week as my dog literally lay dying on my floor. While being put on hold twice, I got to hear the little spiel about being nice to workers since covid shutdown was so hard on them. When I got off of hold, I asked for advice on in-home euthanasia and end of life care. I was basically given a couple of names and numbers but was never offered an opportunity to talk to a doc... read more
Business response:
Thank you for providing your feedback and letting us know about your experience, Terri . We set a high standard for ourselves and are truly sorry to hear that we did not meet your expectations. Since COVID we are no longer able to offer in home euthanasia services, I assure you we strive to provide quality care and compassion with every client. We never want someone to feel we were unable, or unwilling to help during such a difficult time. Please call us at (425) 643-1170 and we'd be happy to discuss your experience further ... read more
Omg! I usually love this place and have been going here for years but they cannot get it together during this COVID crisis. It's so bad! Don't bring your animal here unless it's an emergency during this time. There's no organization as to whom is first or next to be helped. This is my third time here and all visits have resulted in over an hour wait to be helped. Today I'm approaching 1.5 hours....for a ear re-check. That's it. Run the dog make sure the meds worked....best part is tech after tech comes out the door wit... read more
Business response:
Janel, we appreciate the feed back. Currently we have all patients put into a calendar that lets us know who is next and what doctor is working on the case. Being a walk in clinic and due to the fact we are seeing more critical patients we have had unpredictable wait times. We advertise these and offer drop off appointments. With curb side things take longer since everything has to be done over the phone. We are trying to implement more digital form options to try to adapt to this difficult time. We appreciate your patience ... read more
Frequently asked questions about Animal Hospital of Newport Hills
How is Animal Hospital of Newport Hills rated?
Animal Hospital of Newport Hills has a 4.2 star rating with 933 reviews.
When is Animal Hospital of Newport Hills open?
Animal Hospital of Newport Hills is open now. It will close at 2:00 p.m.