Thrive Pet Healthcare - Eldridge — Local services in Jersey Village

HORRENDOUS experience sadly...I have been with THRIVE for 3 years and they've typically done an awesome job taking care of my dog, but the service they provided my dog and I on our last visit was embarrassing to say the least. I took my dog in for a CYTOPOINT shot due to his allergies but due to COVID owners weren't allowed inside in which I completely understand for obvious reasons. You check in from your phone, hand your pet through the door and wait outside until a front desk clerk or Vet aid returns with your dog. Keep in mind you pay the full visitation fee yet you never see the vet or get to ask any questions whatsoever. Due to this I felt some things were overlooked during the visit and I wasn't there in person to ask questions. Signs didn't present themselves until 2-3 days later which is when my dogs nose started peeling so I call back and ask if I can bring him back due to my concern. They tell me yes bring him in, in which I tell them I'm concerned about getting charged another visit fee due to the last visit being rushed IMO because of COVID. She isn't able to give me a solid yes or no but she gives me a very optimistic "they'll take care of it" in which I believed because they've truly been awesome the 3 years I've been with them. To wrap things up they ended up charging me for another visit and just telling to "wash his nose with warm water". I asked if that's all that needed to be done why didn't the vet tell me initially or followup since we weren't able to see them originally? When I simply asked to speak with the vet I was told that I was being confrontational and my dogs records were being released. They told me not to worry about paying the $30 and that I was being sent to collections for not paying the visitation fee. The $30 is nothing it's the principle. I simply wanted to speak with a VET about my dog instead of paying through an app and only being able to speak with the desk clerks. I was calm, poised and simply inquiring because we trust the vet with the life of our animal. The lady acted as if she was terrified of me for some reason, most likely racial,...she told me that she was calling the police if I didn't leave. Keep in mind this is a place I've been coming to for 3 years. the $30 visitation fee wasn't the issue but to have an initial visit that was incomplete and to be insulted and threatened simply for wanting to speak, even over the phone, with the vet whom I pay money to speak with. I could not imagine taking my child to the Dr. Office and never getting to speak with a Dr. a simple phone call is all I wanted to talk and discuss why his initial visit was so incomplete or to ask questions that I could've asked in person. I've left messages and you still haven't gotten back to me. Maddie, a middle set latina and a thin middle eastern lady up front are the ones who released my dogs records and threatened to call the police. This has weighed heavy on my heart/mind for a week now. I'm not saying the Vets aren't good at practicing medicine because they are, but their customer service and their practice for COVID visitations is just SAD. Also please be more selective who you place up front. This is America you're going to deal with multiple races. A black man asking questions doesn't = Them being confrontational. GOD BLESS

UPDATE: The Area Business Manager Drew Stutts got in contact with me and was able to help resolve the issue. It is MUCH appreciated! Drew listened to my account of the event as well as my grievances. He reassured me that the was the Vet Techs conducted themselves wasn't how THRIVE does business and offered a refund as well as recommendation to another location. Thank you Drew and the Thrive...

There is just so much great things to say about Thrive unfortunately I can't give it all in this one review but I'll try. First off Dr. Keillor is AMAZING living in a larger city like Houston it's not easy to find a vet that genuinely cares and is not only worried about a paycheck. My 2.5 yr old Lhasa Apso had been sick and not eating for almost a week right after New Years money was tight and I couldn't get him into his regular vet. I googled some places and found Thrive which was very affordable. They were able to see my boy Bentley right away. Thrive is not a full service vet so they didn't have X-ray machines and because we went on a Friday blood work wouldn't come back until after the weekend. Dr Keillor suggested Bentley had pancreatitis or a foreign object and recommended I get X-rays to be for sure but in the meantime she gave meds to help him get to feeling better. The visit was free since it was my first time there and she was very personable and showed a tremendous amount of care. She told me to contact her personally if I had any questions or concerns. The next day I took Bentley to get the X-rays completed and it was a foreign object. Emergency surgery was required the object had already been inside of him for almost a week. Animal Hospital quoted me over $2k for the surgery which I couldn't afford at the time. I was told if I couldn't afford the surgery that day the best thing to do was put him down because he wouldn't make it. I was devastated and was going to put him down the next day I just wanted to at least spend one more day with him. I reached out to Dr. Keillor to update her and she told me about a place called Palms to Paw that would be less expensive. They were even open on Sunday to perform the surgery I contacted Palms to Paw but the surgery was still too expensive. Dr. Keillor offered to pay for the surgery but not only did she offer to pay one of the vets had been hurt so they needed another vet to perform his surgery Dr. Keillor came in on her off day to help perform Bentley's surgery. She went above and beyond to save Bentley's life after the surgery he recovered and she kept him in her care until he was stable enough to come home. Bentley came home Monday night after his surgery on Sunday and passed away that Saturday due to his liver shutting down. Although he passed away I'm glad he was able to get the surgery and come back home to spend more time with me before he passed away. Dr. Keillor was truly an angel that I will never forget. This has been a rough time Bentley was my first fur baby and my best friend. I wouldn't have made it without Dr. Keillor and her awesome staff to help me get through it. Everyday after his surgery I would bring him to the vet and she would make time to care for him up until the day we decided to put him down. She made that process easy for me as well. It has now been three weeks since I lost Bentley her and her staff has checked on me and I also received a card in the mail from Thrive. Dr. Keillor should receive a HERO reward. Talk about random acts of kindness. Dr. Keillor has a friend in me and I'm forever grateful. If you are looking for the proper care for your pet please go to Thrive Dr. Keillor will...

I have two pets receiving services here because as pretty much all of us that bring our pet here is because we are looking for affordable vet care. I've been to other chain pet clinics and I've learned a few things.

Now, what some people are oblivious to is that as any other client based business, client's have a lot of influence, positive and negative.

First let's start with the fact that lots of people aren't on time for their appointment but expects to be seen fully taking other client's scheduled time. In other corporate vet clinic I've been too, if you are late 15 minutes more than likely you can just not be seen and have to reschedule. Thrive try to accommodate you regardless. Another thing is that some people schedule an appointment for something relatively quick and easy but once there want to bring up tons of other issues. Appointment drag on, making other appointments late.

Another thing is that everyone thinks their pet is an angel, but in a strange environment, strange people, many won't cooperate. What a person's rosy lens view of their pet isn't the reality of what the vet and techs have to deal with. Have you tried to cut your pet's nails? And I'm not even talking about filing! I have a small dog that had to be muzzled as she will try to nip, fight like a contortionist, poop on herself and expressed her glands while a groomer tried to cut her nails. I was there helping and we just couldn't do it. Just letting you know, more than likely it takes 2 people or more to just attempt to perform this, while owner/other clients waiting complain that service is taking a long time. People don't know what is happening inside.

This is a small clinic and because the prices are lower they have to see more clients than more expensive ones. So bear with them, as they are very busy. Sometimes with late/last minute long appointment or with difficult pets. Sometimes they are all busy handling a difficult situation, down a staff member that is out sick, on their lunch time etc. Employees are human that get tired, stressed, overworked, hungry, sick and are still there to serve your pet at a lower cost than other places. It can happen that if they are very busy or running behind they might not be able to take walk ins. I've been told somewhere else, that the day is fully book and turned back. This was my problem not theirs. If it's a emergency case that requires pet taken to ER, and they refer your pet, understand that it's for the pet's best interest.

People be considerate.. be on time and wait calmly, bring all the information ready on hand, book a long appointment if you are going to bring a long list of issues. Cats need to be crated for their safety; they can escape through the open door or become a dog's stuff toy. If you are picking up a prescription ask the best way to handle it and do it in advance. Don't assume that just walking in the door it all be easy. Like everything in life, there are good days and bad days. Always remember that your attitude contribute to your...