Veterinary Emergency Group — Local services in San Diego

I am writing to express my outrage and deep dissatisfaction with the treatment my pet snake received at your clinic on January 23rd, 2025. I came to your clinic seeking professional care for my snake, who was having trouble swallowing a mouse, and was told by Dr. Swan that she had experience with snakes and could properly assist us. Based on that assurance, I trusted that we would receive competent and compassionate care. What followed, however, was a deeply traumatic and unprofessional experience that I feel compelled to address.

Upon arrival, Dr. Swan appeared visibly nervous, and another vet refused to even approach my snake, citing discomfort with reptiles. Dr. Swan herself seemed unsure and uneasy while handling my pet. She removed the mouse from my snake’s mouth, and immediately after, began crying, which I found completely unprofessional and unsettling.

Shortly after, she took us into an euthanasia room, insisting that euthanasia was the only option without providing any meaningful examination or explanation of why. No tests were performed, no details on my snake's condition were shared, and no efforts were made to offer alternative treatments. When I asked about possible treatments, such as antibiotics or pain medication, Dr. Swan dismissed them, stating that they would not help and that my snake would die anyway. Her response was not only dismissive but also cruel, leaving my children and me in a room for over two hours, desperately trying to understand the situation.

During this time, I repeatedly asked for basic information, such as the snake's vital signs, but Dr. Swan kept providing incorrect or contradictory information. It quickly became apparent that she was either misinformed or, worse, making things up entirely. I later had to use Google to check the correct vital signs, only to discover that what she had told me was inaccurate.

I requested a second opinion and mentioned that I had appointments scheduled with reptile specialists who would be able to provide a more informed evaluation of my pet's condition. Dr. Swan responded with threats, stating that if I left to seek a second opinion, she would report me for animal cruelty. This, in addition to her refusal to offer any form of treatment or support, was absolutely unacceptable. I also found her tone to be condescending and unprofessional, and she seemed more interested in exerting control over the situation rather than offering helpful advice or support.

After this ordeal, I reached out for emotional support from my boyfriend, and to my surprise, Dr. Swan's demeanor changed drastically. She even attempted to examine my snake again, but continued to pressure me into agreeing to euthanasia, which I found both manipulative and completely unwarranted.

Thankfully, my snake is still alive and recovering after being taken to reptile experts who assured me that euthanasia was never necessary. This experience has left me horrified, not only by Dr. Swan’s lack of knowledge and professionalism, but also by her abusive behavior and threats. I am requesting a full refund for the care (or lack thereof) that was provided and a formal investigation into Dr. Swan's actions. Her conduct, including her misleading advice, incorrect information, and threats, is unacceptable for someone in a position of trust and authority in the veterinary field.

Lastly, I would like to point out that the discharge paperwork I received did not match the information I was given during my visit, which adds to the confusion and distrust surrounding this entire situation. I request that you review this matter thoroughly and take the necessary steps to ensure no other animal or family is subjected to such mistreatment in the future.

Please respond promptly to acknowledge receipt of this complaint and to discuss...

The "VEG" (as staff call it) is the Ritz-Carlton of vet clinics! My dog suffered a terrible accident, and I was an absolute wreck. Every clinic I called was about to close, but one of them recommended I try this place because they let you stay with your pet the entire time.

When I called, I explained the situation, and by the time I arrived, the team was already outside waiting for us. They immediately got my dog’s vitals, gave him pain meds, and jumped into action. From start to finish, they were incredibly kind, attentive, and thorough. The emergency clinic was fully equipped with state-of-the-art equipment, beds, and their own in house pharmacy. They thought of every detail to provide the best care possible.

Dr. Day was incredible and walked me through everything, step by step and made sure I was comfortable with every decision before moving forward. He was also super transparent about costs, so I never felt like I was being overcharged. Mind you, it is an emergency vet clinic, so I anticipated the costs to be high, but I knew I wasn't being charged for every bandage, wrap, or glove they used. They explained every necessary procedure—X-rays, pain meds, blood tests—and kept me in the loop the whole time.

What blew me away was how thoughtful they were. They even brought my dog a little charcuterie board of treats to choose from. Dr. Day, Kimberlin, and one of the nurses (I wish I remembered her name—she wore glasses and was about my height 5'2) were amazing. When Dr. Day’s shift ended, Dr. Reinhart took over and was just as incredible. She kept checking on my dog and reassuring me every time I asked (which was a lot).

The best part of the entire experience is that they let you stay with your pet the entire time, and if needed, you can stay overnight with them. I was so glad that I was able to be there for my dog the entire time. He was just as scared as I was.

I can’t recommend this place enough. The whole team was amazing, and I’m so grateful for their quick, compassionate care. If you need emergency care for your pet, this is the place to go!

I’m the type of person who researches everything from reading reviews, checking Google Maps, and I've gone so far as to look at street views to make sure parking is easy to find. This clinic exceeded all my expectations, from their professionalism to their kindness. They truly care about both pets and their owners, and it shows in everything they do.

As for my pooch, he’s still a bit shaken up and will require several weeks of rest and pain medication, but I’m incredibly grateful I was able to bring him home with me. I love him to pieces and can’t imagine what the outcome might have been if I hadn’t found this clinic and received such immediate care the moment...

I felt that my concerns were not fully heard or taken seriously during the visit.

From the very beginning of the appointment, I mentioned that my dog had been spinning in circles and hadn’t urinated for several hours and it felt like nothing else I said was truly considered after that point. The intake technician immediately jumped into action based on that one symptom, and it seemed as though a conclusion had already been made before any deeper discussion or assessment took place.

The technician also incorrectly stated — at the end of the appointment, outside, after I had paid — that she believed my dog was elderly dog(and that most elderly dog’s symptoms of spinning were usually tied to neuro conditions) despite me clearly saying she is only nine months old.

I felt like this misunderstanding likely impacted the direction of the evaluation. I was told that the circling behavior could be neurological. I was hesitant to proceed with expensive diagnostics, especially after I had clearly expressed that finances were a major concern, but I trusted the team’s expertise and ultimately agreed to go forward, hoping it would lead to helpful answers.

Instead, I was charged $1,400 for a series of tests including reflex checks, X-rays, and a neurology referral that didn’t directly address my primary concern. I had brought my dog in because she had not peed for hours, and I suspected a urinary tract infection. That concern was barely acknowledged and never thoroughly explored. There were no specific questions asked to assess her urinary health, and the possibility of a UTI was glazed over entirely in favor of pursuing a more serious diagnosis.

The doctor mentioned her bladder didn’t feel full, which left me confused, as my dog was clearly uncomfortable for HOURS prior to bringing her and hadn’t urinated for a long time. By the time we left around 3:00 a.m. my dog was so exhausted that she urinated in her sleep, something she has never done before. This only reinforced my original concern, which had been overlooked during the appointment.

Overall, the experience felt rushed, misdirected, and dismissive. It seemed like the team quickly jumped to a neurological diagnosis without fully listening to my input or thoroughly ruling out simpler, more common issues. I left feeling unheard, financially overwhelmed, and disappointed in the trust that I put on these professionals.

Unfortunately, the overall experience also reinforced the stereotype that veterinary clinics often overcharge pet owners without delivering real answers. It felt like the priority was running tests rather than listening, diagnosing thoughtfully, or respecting the financial and emotional stress that pet owners face in...