Underhill Animal Hospital — Attraction in Orlando

Pretty disappointing. Have taken our 2 cats and 1 dog here for a while. they are always busy and seem disorganized these days. Sure they are nice, but I need to feel at least decent went I leave there.

This last visit was it for us though. One of our Cats was due for her annual exam + vaccines, and she also lost one of her front teeth/fangs, and the other fang was visibly loose and she was in pain. Set the appointment to do a drop off early in the morning. Did the drop off no issue. Filled out paperwork as usual -Only phone call we got during the visit happened around mid-day, and was the authorization to go ahead and pull the tooth with sedation. I gave the go ahead but asked for more info on why her teeth are falling out. They had to "ask the doctor" and call back. No call back was done -I finally call around 4pm to see whats up. "She is done and ready for pickup". Ok, I mention the call back issue, and they brush me off and say all info will be explained at pickup. ok. My wife goes to pickup our cat around 5:30pm. Pays the $400 for everything (office visit, vaccines, medicine, teeth pull etc), but the person discharging has no real info on what happened besides reading the receipt. Just that a tooth was pulled, and that someone will call us in 3 days to follow up (surprise nobody calls). No information about the annual exam at all was given. They gave us a print out from the internet about cat tooth rotting at the gumline lol -My wife then does not even receive our cat until 6:20PM. Almost 1 hour after paying just to get our cat. But is told that we over charged for the visit, because it was supposed to be an annual, not an office visit. Ok.... but then nobody onsite knows how to do a refund is what we are told. Credit goes on our account -Get home and everything is fine with our cat. They prescribed us 3 pain pills and a liquid antibiotic to give her. Dosage is 1ml twice a day for 14 days (28ml), for the antibiotic. After a week I realize The bottle only has 15ml in it, so about half what the label says I need. -Call them to see what is up and what we should do. After going back and forth, they now tell us that we were supposed to come back in for a "re-check" and to pick up more medicine. Claiming that the medicine expires after 7 days so they cannot give out 14 days worth. Nobody told us that, not written on any paperwork. No instructions. Medicine label says "ZERO" for refills. -They never told us this info, and honestly probably are just telling us this to cover for messing up with medicine. I cannot just drop everything 1 day out to bring my cat in. Now she is off the medicine for a few days.

---My real issue is here: Zero information was conveyed by them as to how the annual exam went, or how the teeth pulling went or why her teething are falling out. We pay $47 for this antibiotic, to find out on our own that it was apparently only 1/2 of the total we need. (and $400 total on this visit). So we leave feeling super uneasy.

Their response was just saying sorry over and over. I drove out their today (30min drive) to pickup the additional medicine and voice my concerns. I told them I am not paying another $47 for medicine, and that $94 for an antibiotic was a bit high. Their offer to me was they will do a one time FREE examination with us in the room with our cat, and so we can go over everything with the vet. Which made me mad cause I already brought my cat in for an exam, and PAID for it, and to this point now still have not gotten any info from how that exam went. Just refund me the exam and use the money for the meds. I don't need special treatment, a 45 second conversation on how things are with our pet would have sufficed.

I left there today without the additional medication for the cat, no proof that an exam was done, never spoke with the vet themselves (2 times in person), and they made no attempt to come to a solution. Just said sorry over and over probably hoping I would just...

This veterinary practice has some strengths and weaknesses.

Strengths: nice vet techs easy place for routine care (vaccinations etc). fairly clean considering how many animals they see per day. if you call and are willing to hold for anywhere from 1 minute to 10, they will do their best to answer your questions thoroughly have a little pocket in the waiting area that breaks line of sight with most of the waiting area for animals that may struggle in this setting. have a little human snack area in the waiting room and water honestly, I love their little waiting room aquarium some genuinely nice vets who do their best to actively listen and explain they will try to accommodate you as best as they can if you are looking for a walk-in appointment (I recommend calling ahead) they offer some appointments where you can leave your dog there in the morning and pick them up after work. This can be convenient if you can't afford to wait at the vet. they have an easily accessible scale that you are allowed to use even on days where you may not have an appointment. the staff has made some helpful recommendations

Weaknesses: they are VERY busy (expect long hold times, and expect to be seen about an hour after your appointment time). This to me is a bit neutral. I would like to think that they run behind because they are taking their time in a thoughtful way with my and other's animals' care. They have had some vet turnover over the last several years, and they do not schedule with the same vet automatically, so we have seen at least 4 different vets in the last few years. I always forget to specifically request the same one. they do seem to struggle with follow-up calls. I recommend simply taking the initiative and following up with them instead of waiting. It never seems malevolent on their end -- just busy and chaotic. they are not my favorite place for working dogs (who may need more thorough diagnosis and more urgency than pets), but I think they do a good job with pets. They loooove my couch potato (and she loves them). This may be different for police dogs as they seem to have a possible special arrangement for these? I don't know. I always feel (with some humor) that their hold message is a lot. It is a bit brainwash-y feeling, especially when you have it repeating for 10 minutes. I do not recommend their Tuesday vet. If you go on a Tuesday for something that is not routine, I recommend being prepared to ask them to do specific tests etc rather than waiting for the vet to recommend them, and preparing to advocate for your pet's comfort if this vet handles them specifically. They have an app, but I don't really know why. When they use it on their end, sometimes it has helpful information, like labs or appointments, but they don't seem to use it consistently. They operate a little more reactively than proactively in some ways. Make sure you are on top of what you need and want, important dates etc. If you know and remember to ask, most of the time they can help.

We have attended this practice for approaching 7 years. We have had some great appointments and a relatively small number of mediocre...

Took my newly adopted cat here because she was sick and the vet that treated my old cat did not have an immediate appointment. This vet came highly recommended by family members. The vet and tech on the first visit were pleasant and prescribed an antibiotic. It did nothing and the cat remained ill. I took my cat in a few days later and she had a fever. She was also sneezing and I saw a worm on her, which I thought might indicate fleas. They told us they found no evidence of worms and she would have to have an x-ray. They said the she did not have pneumonia and prescribed more antibiotics. This visit cost $237.57. A week later, my cat was showing no improvement. They prescribed more antibiotics and said they would have to keep trying medicines to see what took. They also charged for another xray. This visit cost $160.41. These medicines also did nothing except make my cat FOAM FROM THE MOUTH. Also, at that visit, the tech told my husband that the instructions were on the box when he was asking how to administer her nose drops. Finally, when he went to check out, Erin told him he could not use my cats pet insurance because I did not bring in a card. When I called to inquire, Erin said he misunderstood and my insurance was expired and she didnt know if I was going to renew it or not. I asked for her manager to call me and immediately emailed the insurance card (and you could see on the email where I sent it to their email three time in the past). Her manager called me back and said she apologized and would correct my bill but didnt sound sorry at all. Today my cat is STILL sick. I called at 9:00 AM and asked that all her records be faxed to my old vet and all future appointments be cancelled and provided the number to the vet. The girl who answered did not even ask why we were changing vets or how my cat is doing. When my cat went to the old vet today, at 4:30, the Lake Underhill vet had not sent over her records (or if they did, they were not received). My cat had a fever of 105 at the vet today. They immediately ordered blood work, gave her a shot and said she had fleas. They were reassuring and said they would fix her up and have blood results tomorrow. They also gave her eye drops. We have mentioned her cloudy eyes at all her appointments and nothing was suggested at Lake Underhill. I am very disappointed in this vet. I paid a lot of money for nothing and the customer service from Erin, the vet tech who told us to read the box and the person who did not fax the records today...unacceptable! I believe an apology that is sincere and a...