Veterinary Healthcare Associates — Attraction in Winter Haven

This was, by far, the worst experience I’ve ever had at a veterinary clinic. On 8/18/2024, we arrived at 3:45 PM with our 5-month-old German Rottweiler puppy, who had been throwing up for two days. We thought we were coming to an emergency room that would prioritize saving our dog’s life, but we couldn’t have been more wrong.

Upon arrival, they insisted on running a parvo test before even allowing us inside, which took about 30 minutes just to get the results. Once we were finally brought to the isolation area, instead of immediately treating our puppy, they spent more time discussing the treatment plan and costs. By 5:30 PM—after all the talk—no treatment had been administered. It was blatantly clear they were more concerned about whether we could afford their services than actually helping our dog.

When the doctor finally told us that our puppy had parvo and outlined the treatment plan, I was shocked to hear the staff in the next room burst into laughter because they were busy playing practical jokes. To add insult to injury, the doctor nonchalantly explained to us that they were hiding a fake mouse to scare one of the vets. Watching them prioritize such nonsense while our puppy desperately needed care was absolutely appalling.

Even though I was willing and able to pay the $7,000 they quoted for hospitalization to save my puppy, they didn’t begin treatment until I had paid the bill, which wasn’t until 7:00 PM. Only after I had paid did they finally run a blood test, after which the doctor informed me that my puppy was septic and couldn’t be treated, forcing us to make the heartbreaking decision to put him down.

Adding further to the frustration, the vet tech who came out to speak with us around 8:30 PM admitted that our visit was unacceptable and that it shouldn’t have taken so long to perform a blood test, especially when it revealed that our puppy was untreatable.

By the time we left at 8:30 PM, after five agonizing hours, they had done nothing to help my dog. I walked out with a bill for $860 and no puppy. While management did waive $395 of the bill, they have not communicated with me directly about the $500 I had already paid. I cannot stress enough—do not bring your pet here. You’ll be left with a massive bill and no pet. This place is NOT an emergency vet.

*UPDATE: Following the terrible experience I described in my original review, I was told that someone would follow up with me on August 19th around 2:00 PM. When I hadn’t received a call by that time, I reached out to the clinic myself, only to be informed that there were no notes on my account indicating that anyone was supposed to follow up with me. I requested to speak with a supervisor, who I was promptly transferred to. Unfortunately, it seemed she wasn’t aware of the situation, so I had to re-explain everything that happened, as detailed in my initial review.The supervisor informed me that she couldn’t edit invoices or make financial decisions, but assured me that someone would follow up with me on Wednesday to get everything sorted out. However, Wednesday came and went without any contact, so I reached out again. This time, the person I spoke with informed me that all upper management was away in meetings, but she would pass along a message to them, asking for a prompt response.Fast forward to the following Tuesday, and after reaching out for a third time, I was told someone would indeed call me back. Finally, around 6:00 PM, I received a call from a very nice lady who offered her condolences and assured me that they would refund me in full for my visit.While I appreciate the refund, their lack of urgency possibly cost my dog his life. Although the staff was always friendly and never unpleasant throughout this ordeal, the experience I had at this clinic was beyond unacceptable. After sharing my story, I’ve received multiple horror stories or reports of outrageous pricing from others who have been to this clinic. As such, my original review still stands, and I highly recommend finding another...

I wish they has no stars to choose. I arrived at this place at 3:50pm for my dog that is 2yrs old not feeling well for about a week. My personal Vet suggested I take my dog to this place because they have more equipment than my Vet. Upon arrival I gave the front desk the details about the situation and referral from Vet. I sat in the waiting area for 4 1/2 hrs (yes I am aware, there are life and death situations that happen any moment and other circumstances come 1st) while they deemed her in the yellow (guessing serious). My pet could have gone into a more serious situation (red zone) and they would have not cared. I finally got a room at 8pm. The room. was cold as an ice box and dog was shivering. No consideration for customers or for animals. Finally the Doctor came in and discussed what they thought was going on and what his recommendation was. He left, nurse came in an gave me an estimate of $2200. They NEVER showed me the estimate only told me. The nurse claimed the printer was down and she took a picture on her phone which she never shared. I explained a better estimate needs to be discussed since that cost seemed excessive. She left the room came back with an estimate of $817.00, which she produced on paper. But she also told for medication only was $511.. Then proceeds to tell me "it was bare minimum". Which I know was not the case since the dog is in stable condition. (she is eating and drinking and walking around). I found it odd that she gave an estimate of $2200.00 first time and could NOT produce an estimate on paper only on "her phone" but she can produce a less estimate on paper. (VERY SHADY). They then proceed to tell me the first estimate was with hospitalization and the Dr. was not going to be there all night. (Ok, not leaving my dog with a nurse) in case something happens. And the nurse then tells me not to listen to the Dr. "he has no idea what he is talking about". Also, not very comfortable situation. At this point, I pay the $817.00 and I am getting frustrated. They then tell me 2-4 hrs for inpatient services to run some tests. Ok, fine. I will wait. It's now 1am and I now see ANOTHER Doctor, I am ready to go home. She has no idea of my situation and she just wanted me out of there. I had been there for 8 HOURS...They bring me in the room to discuss the situation and now it's and additional $80.00 for a test they "forgot" was needed in the process. At this point, I already paid for the 2nd estimate now I have to pay an added fee they "forgot." I pay the fee out of no other choice and go home and then they SEND me a message at 430am and tell me they "forgot" to give me a medication that was needed for 30 days. Also upon checking out, noticed the dog a blood coming from the injection site that was not cleaned off. This ER is all about the MONEY and not your pet.. I WILL NEVER GO BACK THERE AGAIN. AND I WILL BE SURE TO TELL EVERYONE NOT TO GO THERE EITHER. I HOPE OTHERS SEE THIS and have a second thought about this ER Vet.. Horrible experience. NEVER AGAIN. Please don't bring your pet here . Find another ER vet that is much better and has more compassion. Here is the message they sent me at 4:32a.m. saying they "forgot" to send home the VERY important part of the animals care.

Veterinary Healthcare Associates Veterinary Healthcare Associates

New Otto Chat Message Hi Sa

You have a new message in your chat from Client Services at Veterinary Healthcare Associates: "Good morning. When we were discharging Abbey we forgot to hand you the steroid tablets....

I gave 3 stars based on the service and post follow up. I understand Vet care is expensive overall.I am not from FL at all. Being new, I brung my pup in the middle of the night due to him being ill vomiting his food undigested. When explaining to the staff/Md they did a preliminary exam, vitals, etc. the Md & Nurse came back and they noted on exam they didn't feel anything, his vitals were good nothing to indicate blockage. Dr Tom noted he could give him meds for the vomiting and meds to take home. I said sure let’s do that. The doctor then shared if there is a blockage that would require further testing bloodwork imaging. He shared he would have a nurse come in and bring me estimates for both. Now my 3 star rating comes in here. This is where as a professional it should have been fleshed out and discussed better by the MD. I was given 2 estimates by a technician who had a little bit of a hard time explaining to me what the MD recommended, but it was no shock she shared the recommendation was the higher estimate. So after being told I must pay at minimum of 70% and theres a low cost and high cost of services just overall confusing to people who are already likely in distress about their pet who is in need of care. I paid the balance in full plus the 3% service charge for using my credit card. No issue. Waited over 2-2.5 hours for imaging and bloodwork and was told there was another critical dog & apologies were offered but of course was told my dog was ok- nothing concerning- he read through the results quickly when asking for copies of the blood work he said sure the nurse can print them. he shared the nurse can get the meds which were initially offered at the $300 cost and can go home. The cost was reduced now bringing my vet bill from 1699 to about 1498 total. Honestly!! The staff were friendly, but some of the practices can be looked at for sure, theres way too many different people your dealing with very fast pace. It would be helpful to set 1-2 people as a care team to a patient. So you know who your dealing with I think I saw and spoke with 3-4 different workers all noting they took over due to the urgent patient. Makes me feel like my dogs care was not as important so we were passed off! And the high and low cost/ different estimates- I understand you will not know the full scope of whats happening unless you fully diagnose but as an MD making best informed decision based on patient care and expertise can be done. I paid double for my dog to run around your office wagging his tail happy to be around you all just to get the same shot and pills I could have gotten 3 hours prior. I called the office afterwards to ask a question about the meds and, and got the vm left a message with. Callback number and thank god it wasn’t life or death as nobody ever called back. I felt after spending 1498 to not even get a call back from anyone shows me- I was not important and based on that, I would not be a returning customer to this establishment again. Thanks for taking care of my pet in the time of need he is better thanks to the meds but id bring my business elsewhere next time there is an urgent need for his care. Thanks again for...