Luv-N-Care Animal Hospital — Local services in Dr. Phillips

I brought my dog in for a lump. The vet advised that she was not too concerned about it but recommended removal due to it growing and the possibility of it causing mobility issues. She said we could biopsy it if we wanted to, of course we did. The incision was double the size I expected and looked absolutely butchered with staples. The skin was pulled so tight that it was red and bruised and looked extremely stretched and uncomfortable. It would not heal or close and we had to return. They swabbed it and stated that it came back positive for MRSA and acted like it came from his home environment. I’m currently in the nursing field and understand how MRSA is contracted which makes me question their sterility. Due to his incision not healing, we had to go in for daily wet-to-dry bandage changes. We were told he would even possibly need a skin graft or be sent hours away for a certain type of oxygen therapy chamber for healing due to the incision being made so large and the skin being forced so tight. If you’re wondering who was financially responsible for their mistakes and who would be responsible for further treatment if needed, it was us - everything down to the visits, bandage changes, and medications (after the hefty surgery bill). We made sure our follow-ups were with the doctor who did not perform the surgery, and upon viewing his incision for the first time, you could see in her face how astounded she was by the look of it and even made a comment clarifying who did it. I asked if I could do the bandage changes on my own while we were out of town since I have not only watched them do them for awhile and it did not seem difficult, but also have experience in the vet field. They agreed and said I would have to sign a document to approve that. The document stated that I was going against medical advice and was held reliable for any complications that occurred or would occur and would not be allowed to seek legal action. I quickly signed without thought. It didn’t dawn on me until later that they most likely tricked me into signing the document with the wording of it stating that I could not seek legal action without specifying for what circumstance, timing/dates, etc. and made it sound like I could’ve gone against medical advice at any time during the treatment that led to his situation. That was their cushion to protect them if I had sought legal action for their disaster of a surgery and care. Although that was never my intention or plan, that itself showed me how serious this situation was and how my dog received such a lack of care that I could have possibly had a legal case against them for it. Every time I asked for the biopsy results, they claimed they hadn’t come in. I finally stopped asking and figured they would call me when they did. Time went on and after our experience, I assumed the sample was lost or not sent off because that would not have surprised me from them, or assumed they would have called if there was an issue. A year passes and I bring my dog to a new vet for his annual and treatment for neuro issues that came on quickly. I explained his history and that he had a biopsy that we never received results for. The new vet assured me that they would try to gather the history for me. I received a call from my new vet that the biopsy showed my dog did in fact have cancer… An entire year without this info, no phone call, nothing from Luv N Care. My dog has had several other lumps pop up since his surgery that I assumed were not serious due to Luv n Care telling me that they were not worried about the lump they removed and also never calling me to tell me the results, assuming there wasn’t an issue or I would be told. A year ago he was healthy and could have handled treatment, 6 months ago he could have handled treatment, now he can not. Now I am sitting here with my dog too old, unhealthy and sick to receive treatment. My dog could have possibly gained time and due to their lack of care, he...

This two star review is based on my experience with Dr. McCants. The receptionist, the veterinary assistant, and the woman who explained the bill are all 5 stars, however, I will not be returning to this specific doctor again.

I am thankful for the clinic to be able to accommodate me as a new patient on short notice, as my dog suddenly showed signs of skin irritation. My normal vet clinic was fully booked, and I will be returning to them next time. This establishment is very clean and a nice environment for your pet to visit. The receptionist was very friendly and patient, and even held the door for us. As we waited in the examination room, the veterinary assistant did a lot of pre screening and was very friendly to me and my dog. She was engaging and really took her time to have my dog feel comfortable around her. However, when the doctor came in, that's when the environment changed.

Dr. McCants maintains a professional demeanor, but not an inviting one. The veterinary assistant did all the work and handling of my dog. From the moment Dr. McCants walked in the door, I could tell she was judging my dog by the size. She gave side eyes during the interaction and felt threatened before my dog even showed signs of not cooperating. What I'm most upset at is how quick she was to distance herself and interrogate me and my dog. She stated she "needed to know everything because his deep growl threatened her". Well, perhaps had you introduced yourself to my dog like the veterinary assistant did, he wouldn't have done so. She also judged him and asked if he was a rescue dog (as if that is supposed to make a difference [adopt don't shop]). He is a rescue dog who I adopted at 2 months, and he has been with me for over 2 years. My dog has gone through 2 schools for formal training, and has been up to date on all vaccinations and monthly medication since his adoption, and has never had any incidents. Dr. McCants was quick to assume he wasn't up to date on his rabies vaccination, and gave a spheal on how if he bites her, she would have to write a statement and proceed with any legal action. What upset me more is that I provided his records beforehand which verifies that my dog is up to date on all of his vaccinations. What kind of doctor makes accusations and doesn't even check the provided history before entering? I later heard her request for the forms after finishing with my dog. How foolish you must've been to realize that your accusations were merely accusations. I had to muzzle my dog, which is fair, as he did act anxious and nervous moving forward. However, Dr. McCants was also quick to accuse me of being anxious and nervous, when I wasn't. He is my dog, afterall. She has such a presumptuous attitude, and not only attacks your dog, but will attack their person. Thank God the veterinary assistant was there to really handle the hostile environment Dr. McCants created. I'm not sure what veterinary doctor is afraid or as judgmental of dogs as Dr. McCants is. However, the job got done, and I went on my way. For anyone reading, I do not recommend her as your pet's veterinary doctor.

I have been going to Hunters Creek Animal Hospital for the past 2 years, and all of their doctors have been professional and inviting. Never making any negative accusations towards my dog or myself. If my dog ever does feel nervous, I know that they will be respectful, patient, and understanding to make sure he gets better. Dr. McCants "can't".

In response to the owner's response: Professional yet generic. This was 3 months ago, and the damage is done. Apologizing for perceived judgments is a formal excuse of an apology. It sounds like you went in blind to fill more business volume. I'm sure the Dr. Is great and has had many great encounters. I was not one of them. Lesson...

I was thankful in the beginning because they were able to get my dog in on a Saturday for a last minute emergency. Another vet had neutered him and it needed to be restitched right away. Everybody at Luv N Care is very friendly- I would not say that customer service is an issue. I am giving a bad rating because they diagnosed my dog with a life long Illness. The doctor was not able to answer very many questions when we asked and just kept reading the test results to us. They overcharge for everything they possibly can. We took him to a vet that has been around much longer for a second opinion and with a simple fecal exam she could tell Luv N Care misdiagnosed him. She spent 45 mins explaining and answering questions which is something you will never get from Luv N Care. I am in the end very thankful that I did not trust them with the rest of my dogs life because things could have gotten much worse.

Update- I’m sorry that you are offended by my review but I want to be clear. It’s not the Gi test that I’m saying you over charged for or that I didn’t accept the charge of. It’s the 957 dollars you wanted to restitch him after his neuter. And after we told you there’s no way it should ever cost that much and had to negotiate you came down to 650... then finally 350. The original procedure cost 380 at another vet and you wanted to charge 957 to clean it and restitch it?? Or the fact that it costs 33 dollars for a b12 shot but it cost 10 dollars anywhere else. That’s 3.5 times more. That’s not a competitive practice. You only called to check on Odin two weeks after we didn’t return because you saw the review. Then, called to start more stress and worrisome by saying that the new vet was wrong and that you were right with his original diagnosis- not because you were worried but because you said yourself you don’t like when people say that your diagnosis is wrong. Odin is doing great on his new treatment plan at a fraction of the cost and a more genuine interest in his wellbeing on a...