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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 |
It's been 6 months since Dr Smart injured my cat's throat and vocal cords. There has been no change in his condition, except for the gurgling, gagging and coughing is more frequent now, try all day every day. For the record, Dr. Smart has not made any effort to contact me. No phone call or email asking about the condition of my cat. What a totally worthless human, unworthy of the title," Dr". Newport Hills, is all smiles to get your money but when they injure your pet, they're nowhere to be found. I wonder how Dr. Smart or D... read more
Business response:
Steve, we take your feedback very seriously and are sorry to hear you feel this way about your experience. As you know we take every precaution with surgery, however rare complications can happen. We always ensure we do everything in the best interest of the pet, and any time there is a concern after surgery we provide all follow up care needed to ensure the pets wellbeing. We can assure you that your pet was cared for by a very knowledgeable team of staff and doctors. We kindly ask that you give us a call, should you wish t... read more
I've been here 3 times and haven't had a single good experience. The first time was immediately after my dog's adoption for a simple checkup where they spent maybe 5 minutes looking at him and then mostly tried to upsell me on bloodwork, when I had medical records given to me by the adoption agency showing he had that work done a few months prior. Strike two was after getting some stomach medication for him, because I got home and the saw medication was expired, or at best, mislabeled. The expiration date had passed a few ... read more
Business response:
Joey, 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 will be reaching out in person and have shared your comments internally. We have been looking through our laundry and treatment area to track down the leash. We are happy to replace it and apologize for the delay in doing so.
I have been going here for over 40 years and most of that time we had excellent care and service. Since covid, they seemed to have taken on way more customers than they can serve and now you have to jump through so many hoops for overpriced care and no customer service. If you have the time to sit and wait for them to see if they can get you in when you need it or wait for them to contact you with an appointment time, maybe they will still work for you. There is no longer a feeling of them caring about your animals. We w... read more
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.
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 953 reviews.
When is Animal Hospital of Newport Hills open?
Animal Hospital of Newport Hills is closed now. It will open tomorrow at 8:30 a.m.