Mass Ave Animal Clinic

I have never left a negative review for any business but I had such a I had a terrible experience having my dog neutered here that I hope my experience helps other people make a better decision about where to take their pets. I paid nearly $700 to have him neutered and I never once even spoke to the actual veterinarian-not before or after our visit or to check up since I filed a complaint 5 days ago. I dealt with an incredibly unprofessional and condescending vet tech named Lucinda at the Mass Ave location who was rough with my dog (forcefully pulled his leash hard enough his gentle leader pulled off of his head and made no effort to warm up to him) and rude to me. My dog is an friendly and wiggly big puppy, I have never seen him afraid of any vet tech or person until Lucinda, she admitted they had trouble with his IV because he was scared and gave him enough oral medication that they had trouble bringing him out of the anesthesia. She directly told me his body temperature dropped and he was so scared of her when he finally woke up that he refused to lay on any of the blankets they provided but hid from them and stayed “on the cold floor”. I mentioned he doesn’t respond well to force and he is normally cuddly and she told me "well its not like I cuddled him" and that I needed to be less concerned with being my dogs best friend and be more dominant. She talked badly about other owners and patients to me and how she is “shocked at how much she has to explain to people”. I called back on Monday evening to explain my experience and seek advice, the lady I spoke with apologized and told me their patient coordinator would call me the next day and I have still not heard from anyone in 5 days. I have had dogs my entire life of all breeds and energy levels and worked with vets throughout the country and this was by far our worst experience.

***KURT PHILLIPS IS A BULLY and this location DOES NOT care about your pets, they only care about profits. Once you cannot pay for their expensive tests and treatments, now you are a BAD parent and can't appropriately take care of your pet ***** I have been taking Bella here for over 4 years. The location is inconvenient for me now but I liked the staff, they know me and they know Bella so I never looked for a new vet. I TRUST them, they are always nice, and so am I (I have to mention I'm nice since Kurt wants to slander my character and tell people I am impolite and dishonest ) . Bella has always had allergies and other issues. In the middle of last year, the vet suggested I get tests to see if Bella has 2 other ailments. Those tests were waaay expensive and I had recently been laid off from my job, so I told them I can't do those tests right now. Every time I go to the vet, it's $200. $45 office visit, anal gland expression, 65$ allergy medicine, and sometimes up to $80 for other ear medicine. That's just for regular routine stuff...nothing extra. Well, a couple weeks ago, Bella started limping out of nowhere. That particular Saturday we were coming to follow up on her ears. Yes, they have suggested I take her to a dermatologist, but that is $150 just to come in for a consultation! I just don't have that kind of money....The email says I saw dr. Phillips but that is not true. We have not seen dr Phillips in probably 7 months or so? There is always a new vet when I go.. I wonder why... Anyways, everyone is polite as always and I'm cracking jokes as I always do, they flex Bella's leg and suggest an X-ray of her entire leg and hip..I ask how much that is and they say $500, they tell me about another X-ray that nearly $200. I cannot afford that at all. They give me and Bella some inflammation medicine for her ears and send us on our way. A few days later, Bella is no better. They always follow up and check on Bella, I asked again what are the prices and they gave me my options. I asked if we can split that cost up between visits but that is a no. Yes, they do have a rewards program HOWEVER, when it was first suggested to me (maybe 1.5 years ago?) this what it was: $90 to get started, 2 free office visits mail trim and like 2 or 5% of every $100 goes as a credit toward purchases for food and treats.. how is this 2 free office visits if I have to pay the cost of 2 visits (office visit is 45$) to get started?? ? Now, the percentages I am unsure of but I know they said $90-- that was the only time I got an attitude with them because I work in advertising so I know that is false advertising. Bella is my world. She has saved my life twice (literally) so seeing her in pain, her paw getting more and more swollen, she isn't eating, she's shaking because of the pain... my heart was broken, I was scared... what am I to do ? I don't have the money to vet hop to keep getting told they need $500 just to find out what's wrong with Bella...if I'm paying $500 that needs to include medicine, visit and everything. So because I love her, I thought my only option to help my soulmate was to put her to sleep ( I wouldn't have thought that if I had gotten some other direction from my VET) all week long I sobbed my heart out...thank God for my best friend, Katie. I called her one morning, sobbing about Bella...and she told me to come to her, in Fort Branch, 3 hours away, and take Bella to her vet. So that's what I did. The vet immediately took Bella's temperature and knew it was an infection. He took an X-ray of her paw, drained the abscess, gave her antibiotics AND pain medicine all for $130!!! PRAISE GOD!! So, a week later I remember I never responded to the vets last email. I responded and let them know that Bella is good and how I am completely dissatisfied with how they did not offer to tell us where to go or give us any other options besides 'pay these 2 prices'. I got a response back from the the program director saying that it is NOT their responsibility to tell me to get a 2nd opinion...oh? I thought we had a mutual goal and interest in taking care of Bella? So if that means recommendations to other places, then that's what you do... I guess not HERE. So I responded to the email and told them not to respond back to me. After that, I went to write my review on Facebook and they had already blocked me. So I checked in, wrote my review, shared that on my Facebook and asked my friends if they could write my review for me since the office has silenced me....that's where it gets interesting... Dr Kurt Phillips, the owner of this establishment and fountain square animal clinic, used his own personal Facebook account to come to my page to slander my character and accuse me of not being able to appropriately care for my pet. He even threatens me with cyber bullying and tells me he is going the call the authorities on me. He then goes as far as to reach out to one of my friends who wrote a review for me (because again, I was blocked) and tells her that she needs to call him so he can talk **** about me to her. He even tells her that 'since you know Bre, you probably know she's impolite and dishonest' After slandering me for some time, he then says that they were going to pool together money for me as if I were part of their rewards program but since I wrote this review now they aren't going to do anything for me, basically. Keep in mind, Bella at this point had not been in the office for almost 3 weeks now. Well, no one has EVER mentioned helping me and Bella when it came to the cost of the tests and treatments. If they had, I would have taken the help because that's all I asked for!! HELP!! Kurt also tells me that my words are hurting the staffs feelings and I'm making them reconsider working in this field? How? I hadn't said anything about or to the staff the entire time. He tells me to keep my ire and direct my anger elsewhere but I AM NOT ANGRY I AM HURT AND BETRAYED. I checked out more of their reviews on google and yelp and I see there are other people who have written bad reviews and this location NEVER responded to any of the bad reviews..I take that back I saw one review but even that response back to them wasn't met with nearly anywhere the amount of hostility, aggression and ire as I was given personally by Dr Kurt Phillips. This location has now completely removed the ability for ANYONE to write a review on their Facebook. If you want to see the entire interaction, I invite you to go on Facebook and find my public post. I do have all the screenshots in case Kurt decides to delete anything he said.

They did a swab on her ear. They tested her ears. I dropped her off and picked her up. She was ready to go when it was time to pick her up. They gave me good directions on how to use the medicine. It's helping. I sure do wish that the prices were a little lower, I mean dang. I didn't even get to get everything I needed, that would have been well over $200.00. The wait was about fifteen minutes. I just dropped Bella off that morning. She always acts seeing them, so they aren't hurting her or anything. I like how they talk to me about what is going on with Bella. I like how they always send an email to seeing how they are doing. I do like their followup. They are a good group.

Every person I've encountered here is extremely knowledgeable, kind, and very accommodating when I make last minute appointments or running in before they lock the door to buy food. I know Rowan feels at ease in any of the vets hands here. She's an extremely friendly dog, but timid in situations like this as many dogs are. They take their time and don't move forward with anything until she's warmed up. So considerate. :)

Evaluated my cat for urinary issues. Was very caring and resolved his issues promptly. Staff is awesome with following up as well.

Great veterinarians. Very caring and responsive.

Such a caring and responsive veterinary staff. Assessed my kitty for his urinary tract infection and gave him a shot which had him better in hours. Suggested a great food to prevent further infections and are great at following up to make sure your pet is responding well to treatment.

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Dr. Glore was great. She thoroughly explained what I needed to do in order to take care of my cat's healing process at home. She was very gentle and answered all the questions I had about my cat's needs. I would highly recommend her to anyone looking for a new vet in the downtown area. I have moved father from the area since I last visited, but would definitely use her again if I move back downtown.

The visit was wonderful.  The cats were as relaxed and comfortable, as could be expected at a vet visit, with receiving shots.  The cats are 15 & 17 yrs old.  The 17 yr old has some advanced age issues.  Dr. Glore explained options, costs, and potential effectiveness of each.  She  was able to understand my feelings about what I was and was not interested in pursuing to attempt resolving issues.
Doctors: Philips & Glore previously cared for the cats at their Carmel location; we have transferred our cats to thier new Mass Ave., Indy location.  They are both great!!

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They just called me to let me know how she is doing. It was the actual VET that called me instead of a vet tech which is nice. She let me know I need to take her to a dermatologist to get the issue fixed for a long run. They're always just so nice and I love the staff.

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I give them an A.

We used the services of Mass Ave through Furr, a groomer and pet "spa."  Our dog was due for flea/tick/heartworm
medicine, and one of Furr's fancy services is to work with Mass Ave to get the medicine.  Our dog had been on Revolution for years, and my husband asked that he stay on it.  When the dog came home with the medicine that evening, imagine our surprise when we discovered that it was CAT medicine.  For our DOG.   

I understand that some people feel comfortable using cat medicines on their dogs, but I researched what was in the two types.  While
the ingredients are the same, the quantities of the ingredients are different for cats and dogs.  My husband tried to exchange the
medicine, only to be told that Mass Ave doesn?t carry the medicine for dogs.  They spent some time trying to tell him (and later me, too)
that the cat and dog medicines are the same (although they are not).  They have the same ingredients, but in different percentages for dogs and cats.  As you can see from their response, below, they are still saying that the medicines are the same.  Unbelievable.  

When he pressed further, they did give him a prescription for the medicine for us to use elsewhere.  We immediately placed an order at 1800petmeds so we could get him the medicine he needs.  (By the way -- the cost was $80 cheaper than the price Mass Ave charged us for the wrong medicine in the first place.)  1800petmeds said they would contact the vet, who could verify the prescription over the phone.  Here?s where the Mass Ave customer service broke down again ? they simply won?t do that.   

To recap:  Cat medicine for a dog, plus telling us that the medicines are the same, plus not calling 1800petmeds to verify the script,
plus attempts to justify these choices equals bad customer service, any way you look at it.  

The services went really well. The clinic is very clean and staff very friendly.The "salesy" aspect I read on previous reviews weren't really apparent in my opinion. They offer a package that will include literally everything you will need for a brand new puppy, and since this place is so close- it's a no-brainer for me to have all services at one place. I know there are cheaper clinics for boosters but overall I like the convenience more than saving a few dollars on a booster. Again, really great place overall.

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Very knowledgable staff, answering any questions I had. Confirming and follow up from visits is absolutely on point with call, text, and email. Recommendation of the Furr Pet Spa grooming services helped close the circle of all my puppy's needs. My puppy was actually excited on our second visit, which is telling of the atmosphere and staff. Highly recommend.

I love Mass Ave Animal Clinic so far! They are detail oriented and take the time to talk about training, grooming, and other questions I have.

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The company was very fast to respond to my inquiry on the message center and were very accomodating with my schedule, even after I missed my initial appointment. The storefront location is very cute and welcoming, and the staff was very friendly. I feel like both the vet tech and veterinarian took a real interest in my pet and were very thorough in their respective evaluations. I learned a lot from this pet visit and plan to use Mass Ave Animal Clinic for all of Olivia's future vet needs.

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