Vanguard Veterinary Clinic, San Antonio TX

Front desk is horrible. Not the first time I call trying to set up and appointment and am sent directly to voicemail multiple times. This place definitely needs to step up their game and get a professional person working up there.

Horrible experience and complete waste of my time. I called last week to make an appointment for my cat to do blood work today so she can get more Apoquel, as she has bad skin allergies. They knew this appointment was created in order to receive this medicine (which she's been on and off for the last 2 years). I get to my appointment on time, wait 30 minutes- just for the vet tech/assistant to tell me that the vet will not refill the prescription. Didn't catch her name, she had blue and green in her hair- she was nice about it and actually sounded understanding and listened but I still wanted to talk to the vet. Well the vet came in (again didn't catch a name but a male of Hispanic descent with an accent) - he was so rude! I tried explaining my cat's been on this medication for years and he cut me off saying since it's labeled for dogs, he won't do it and I should just go back to my previous vet (it's in Austin, but another vet clinic here in SA allowed it too but they're very expensive). I couldn't believe the way he treated me and wouldn't listen to me at all and kept cutting me off. Especially since I made it clear that this is what my appointment was for when I initially called and the meds have been the only successful treatment. I'm extremely disgusted with this clinic and I will never be back.

I took 3 kittens to the mobile clinic at Polly’s Pet Shop. There was a young girl working there was extremely rough and aggressive when administering shots. First of all, she tried to pawn off giving the shots to her coworker who was working with another customer. She begrudgingly followed me to my car per their protocol, and told me to hold the kittens papers. She then rudely asked for them back so she could see which shots the particular kitten needed. (Makes sense) and then she moved onto the second kitten. I had a friend helping me, and she had asked if the way she was holding the kitten would be okay. The girl did not respond and put the first shot in. The kitten started getting uncomfortable and moving, yet she stabbed her with the second shot and the kitten started whining. She then tells my friend that’s NOT how she needs to hold the kitten, and grabs the kitten by the neck (like a mom cat does, but this was extremely aggressive to the point where the kittens face was pulled back), the kitten was now screaming almost and she stabbed it two more times trying to administer the shot, but wasn’t successful as the kitten had the contents of the needle all over it. So I’m not sure if it was even effective. She then moves on to the third kitten and walks away without saying anything, god forbid she told us aftercare instructions. I don’t know if she was trauma from a kitten or something, but she was so rude and unprofessional and needs a new job if she’s going to be mistreating a 12 week old kitten like that. I told the cashier about the negative experience and she just looked at me dumb so I guess writing a review is my best bet. If you go here, don’t go with the girl with the black hair and 2010 side bangs.

I attempted to set up a first time appointment for my newly rescued dog after being referred out to you by another customer. I called in 4 times and got the impression that they’re too busy for new customers and perhaps is a business in chaos. 1st call: receiver was picked up, 2 buttons were pressed and then I got on hold music without speaking to anyone; 2nd call: receiver was picked up and then clearly slammed down and hung up; 3rd call: same as 2nd call but with a little fumbling so it’s clear that no one wants to talk on the phone; 4th call: someone answered speaking as fast as possible like they were in a big hurry, and she sounded aggressive and in a bad mood…so I hung up and decided to call someone else.

Your employees are affecting the ability of your business to take on new customers. Your business sounds like it’s being mismanaged or is too busy. No one wants to do business with a company who can’t take the time to answer the phone and do so courteously and invitingly to new prospective customers…especially when we are supposed to entrust our fur babies to them. As far as I’m concerned my dog would be handled the same way. The first impression is a lasting impression.

I got the service I needed at another vet, on the first call.

After posting this review I went and read through other reviews, both positive and negative. There is an ongoing theme of poor customer service from the people answering the phone. There also appears to be a history of the business replying with condescending and defensive responses, rather than acknowledging the problems and working to correct them.

There’s a difference between defending your business against a bad reviewer and failing to acknowledge that you have an internal issue with customer service that needs to be remedied. The person responding to reviews shouldn’t be responding to reviews because it’s pretty obvious that they care more about defense rather than addressing the actual problem. This is bad optics for customers who rely on reviews to guide who they do business with. There are enough reviews about poor customer service on the phone for you to come to the conclusion that your staff are the problems and the customers are not. Remember that your business is nothing without its customers. Bad apples will deter even the most loyal of customers. I suggest retraining staff to not scare customers away.

Really inexpensive and amazing staff they don't try to make you pay a room fee and cheak-up fee if you just need shots

They were awesome, the mobile clinic is such a great idea. It's so convenient and the prices were reasonable as well! I would use them again for my dogs vaccinations.

I took my 3 babies here. Unfortunately, we had to make a hard decision for my pup and everyone was so supportive, didn't rush our last moments with our baby. Now, my 2 will continue to be seen here.

As always, a great experience and wonderful folks ready to assist you and your furry friends!