Suburban Animal Hospital

Brought my puppy here for her first shots and Dr Lewis was amazing answered my questions. Really took the time to look over my new puppy to make sure she was healthy

I had a very disappointing experience here today involving what appears to have been a scheduling error by the clinic. When I made the appointment, I was offered either 10:00 or 11:00 a.m. I selected 10:00 a.m. and arrived on time. When I checked in, however, I was told that their schedule showed my appointment at 9:30 a.m. and that the doctor would no longer be able to see my animal. A staff member who was not the person at the front desk then came out and, in a loud and very firm manner, reiterated that their records showed 9:30 and that we could not be seen. I explained that this did not match the appointment time I had agreed to when scheduling. What was most troubling was not simply that a scheduling mistake occurred. Mistakes happen. It was the way the clinic handled it. No one acknowledged that there may have been an error on their end, attempted to verify what had happened, offered to fit us in later, proposed another appointment or provider, or made any apparent effort to find a reasonable solution. We were simply turned away. I had brought in a sick animal who needed timely follow-up after an emergency veterinary visit earlier this week, and I was relying on this appointment for that care. Instead, I lost the time spent traveling to and attending an appointment I had every reason to believe was scheduled for 10:00, and I left with my sick animal still needing veterinary care and no alternative offered. The scheduling error itself could have been forgivable. The complete lack of ownership, empathy, or effort to resolve the situation was not. Based on how this was handled, I will not return to this clinic and cannot recommend it.

Dr Lewis is the best!! Super caring and patient. She remembers my pets... they are not just a chart to her. Totally recommend Suburban!!

I have been taking my dogs to Suburban Animal in Roseville for years, even though they refuse to offer end of life care so you can’t even pick up your furry kids after they have been cremated. The reason we kept going was because we loved the vet there! However, yesterday we went for our appointment and were told we went at the wrong time, even though I write on my calendar as I am talking to them on the phone. And their reminder text said the exact same time as what was on my calendar! So after our vet never called after I asked the front desk to have her do so (isn’t that the least she could have done?) since they would not honor our appointment time (and they were having conversations with our vet while all this was happening), I asked to speak to the manager today. Not surprisingly,she gaslit me. She continuously said their mistake was sending out the wrong time in the text and that I showed up at the wrong time. She said there was nothing she would offer to do to compensate us for our time with a reduced rate other than reschedule the appointment or send our records to a new vet. I asked if she even cared that they were losing 2 clients, and she said we were just one of many who don’t go there enough. Super crazy that we are not important because my dogs are healthy, although in years past, we have gone there many times throughout the year. If you want some place that cares about your furry kids and their people and at the very least authentically apologizes for their mistakes, which never happened here, go someplace else.