VCA Sunset Animal Medical Center Fair Oaks, California

Extremely poor customer service! Our dog’s results got back from lab and we are waiting for two weeks now for a doctor to call us back with news and treatment plan. Every two days I would call to speak with a doctor and I always get a same answer that he will call me back and he never did! In mean time we got little ones at home worried and crying every day and I got no news to tell them because of irresponsible lazy employees!

Had an extremely negative experience today and will not be returning with my dogs. Staff does not communicate with each other effectively and today's overall level of incompetence was astounding. Techs unaware of tests to be done, no communication about test results and med orders to the front desk, front desk is training and couldn't relay information accurately to techs. What should have been a simple annual exam for two dogs ended up taking two hours. Do not bring your pets here.

Do not take your animals here. The VCA organization incentivizes their vets to recommend unnecessary procedures and treatments in order to generate revenue to meet their quota. My dog had a small skin tag on her neck and this vet clinic recommended removing not only the small skin tag but a huge chunk of her neck muscles in order to “test surrounding tissue for cancerous cells.” It cost more than $2k. I’ve talked to several vets since then and all of them have said that anything beyond removing the skin tag was not only 100% medically unnecessary, but also extremely unethical as it has likely caused irreparable damage to my dog that has led to several other arthritic related issues. DO NOT BRING YOUR ANIMALS HERE!!! To the response the clinic has given my review: unless you can magically fix the shoulder issues my dog has because of the amount of muscle your vets removed from her body, we have nothing to talk about. Your practice is unethical and immoral and I cannot stand how long you lied to me about unnecessary treatments in order to get tens of thousands of dollars out of me and my family.

We had been going here for over 10 years and it went from wonderful to horrible they changed to a VCA and they started going down hill the worst service I have received I had a sick cat and they told me I couldn’t get him in for over a month he will probably be dead by then.

I have been a client of theirs for over 20 years and have steadily watched the quality of customer service decline. After a recent incident, I have chosen to leave this clinic. I have reached out to the clinic to discuss my concerns, and was assured by both Angela, CSR, and Dr. Griffiths, that the manager would contact me, but no one has; it’s been well over a week at the time of this writing. Except for Angela, and a few other past receptionists, the quality of service provided by the front end staff has always been sub-par. When Dr. Arbios was still practicing there, it made it worth putting up with the terrible customer service provided by the front-end staff, as these issues were present far before COVID. Routinely, I would call, and be placed on hold for 10-15 minutes (once for more than 20 minutes), I’d call back, and the receptionist would try to put me back on hold again – and when I’d point out that I was already on hold, it was clear I was annoying them that I requested to not be placed on hold. Typically, the amount of time it took them to argue with me about how I need to be placed on hold took more time than whatever I needed to relay to them. During COVID, I had a vet tech appointment for my two cats. I showed up 5 minutes early and called to check in. I waited in the parking lot for more than 30 minutes past my appointment time until I finally called back and asked them how much longer it would be, to which I met with annoyance, and excuses about how they were so backed up – I advised that if it there would be an extended wait time, it would be good customer service to advise clients this when they called to check in. I still had to wait 15 minutes after that call for my cats to be taken back – for less than 10 minutes to have their blood drawn. Those are just a few examples of poor customer service I experienced from the front end staff. I’ve always received excellent customer service from the majority of the vet tech staff, notably Renee, Dani, Brooke, and Kat. Now, about the incident that finally led to me choosing to leave Sunset. On August 9, 2021, I brought two of my cats in for a check-up. While I was in the appointment my aunt called me regarding her dog. My aunt was also a client of Sunset prior to this incident. My aunt had her dog into Sunset earlier in the day for an appt. Upon returning home, her dog began having severe breathing problems, and she called Sunset to bring her back in. She was told by Vickie that there were no doctors available, and she had to go to emergency. The closest emergency clinic is more than 40 minutes from my aunt’s home; Sunset is 15. Vickie did not offer to provide the address to SVRC or to call ahead to advise she’d be coming after my aunt expressed concerns with having to wait an extended period of time. Dr. Wallace apparently refused to see my aunt’s dog because she was leaving for the day. Dr. Wallace did something similar to me in June of 2019 when my dog came into the clinic severely hypoglycemic, and Dr. Hsu requested that she do a quick ultrasound on her – Dr. Wallace declined because she was leaving for the day. I understand that vets have lives too, and that they cannot stay for every emergency, but when you have a client of more than 20 years (in my case), or more than 8 years (in my aunt’s case), there is a certain level of customer service expected. Anyway, my aunt ended up taking her dog to VCA American River, where she subsequently passed away. The staff at VCA American River were WONDERFUL. I ended up having to leave my cats at Sunset to go to my aunt. After leaving my aunt, I called Sunset to check in and was met with a cold, callous reaction when I brought up my aunt – I was cut off mid-sentence and just said “We know. The manager will be calling her.” When I spoke to Dr. Griffiths about my concerns regarding Dr. Wallace, I was met with excuses about how busy they were, and how the vets all work so hard. He assured me they knew of the incident, and the manager would call me. Never once did Dr. Griffiths apologize for my or my aunt’s experience.

I honestly couldn’t talk highly enough about Dr Griffith from VCA Sunset. I had my second rabbit go in for spay today and she did great. I am a return customer as he did amazing with my first rabbit as well. They answer all questions throughly, they call quickly after the procedure so you’re not anxiously waiting on how surgery went. They also catch financial factors to make sure you can save on prescriptions or aren’t over charged on an exam. This is 2/2 times I was quoted higher and paid less with them. My only complaint is they WILL have you waiting 20 minutes EASY to pick up or drop off your pet/ bring paperwork. Maybe that will end once COVID ends and we don’t have to wait out in the tent. I live more in the heart of Sacramento but please trust me, the drive to fair oaks is well worth it. THANK YOU ????????

Rude and incompetent. Get quoted one price and then pay twice as much. Staff don't know inventory and seem not to care.

My most recent visit appointment was a first during the pandemic Covina 19 and bringing in my mastiff for shots and checkup. Upon arrival I noticed how this was set up for the safety of all from the people to the pets involved. Very well planned out and service was always there.When I started out to my visit I had a problem getting my 130lb mastiff in my truck as she doesn’t like going for a ride something I did not get her use to before my back surgery. OMG it was crazy to get her in my truck but what I appreciate the most from this team staff is not only do they take care of my pet needs and they have a nice way to help me out to get my giant mastiff in my truck. Three to four ladies came out to pick her up and get her in. My wife came home to say “she seems traumatized “ and all I could say she is not the only one traumatized ! Thank you for all that you do very much appreciate

Rude, unprofessional, takes forever to be seen and they always run 30+ mins late when you have an appointment and they mis diagnosed my dog costing me upwards of $1,800 so far..... its still on going because they say each time, well maybe we should run another test. Since it wasnt that, I could be this....

I was referred to this vet by a friend. I took my 2 cats and brand new kitten for checkups. Everyone was friendly and they were on time for the apts. I was on a budget this time and let them know, so they offered what was necessary for my animals. This will be my permanent vet! Thank you!

l left a message for Dr. Arbios to call me and I still have not heard from her or anyone.(day 4) I will be taking my animals somewhere else where animals matter! My advice, find a mom and pop vet who clearly care about animals!

I've tried to give this hospital the benefit of the doubt so many times, but I'm horrified at the experience I had recently and will never return. Jessica's behavior is terrifying - I've never spoken to anyone with such a lack of compassion and empathy for animals that are suffering. My cat has been going to this hospital for years. Over the past couple of weeks she has been very sick, nonresponsive and lethargic. I took her in for an exam last week and they basically said she was fine - but that one of her canine teeth needs to be extracted immediately. This tooth has been chipped the entire time and no one ever told me it was a problem (This procedure would be $950). They didnt offer to do blood work or panels to check her levels (she is on anti-seizure medication) and honestly I dont know what they did during the exam because they made me drop her off. Regardless, yesterday I called in complete panic because my cat was not being responsive, was limp and was completely out of it. I spoke to Jessica, unfortunately, and she said that they would. It be able to "give her the care she needs" because they were closing in an hour, and proceeds to give me names of other places to take her without saying I'm sorry or I hope she is ok or ANYTHING. I had to ask if she could check if a doctor is available, which she very begrudgingly/reluctantly did (or at least said she did - for all I know she didnt ask anyone). She was so cold and rude. I live 1 minute from VCA Sunset and told her this. Still, she said that no they would not see my cat, even acknowledged that she was in a potentially life threatening situation and the longer I wait to go to the other hospital the worse it would be. Not connecting the dots that maybe she should be compassionate and at least acknowledge how hard it is to be denied care at a time of emergency. Horrifying. She referred me to a hospital that is over 15 minutes away - that's quite a drive for a situation that as she said is "life threatening". This hospital is horrible and after reading the other reviews I am realizing that they truly so not care about animals, they want to make money. This place needs to be investigated or audited. There is something very wrong going on behind the scenes at this hospital.

Dr. Hsu was so kind to me and my dog. She explained everything in easy to understand terms. I was nervous about my dogs severe infection and Dr. Hsu put my mind at ease. The office staff was very friendly and helpful. This is an amazing animal medical center.

They were compassionate and called me back when my puppy still was not doing well. They do truly care about animals.

We have been bringing our babies @domNdiamond (follow them on ig) for 6+ years! We love them all, everyone is VERY sweet and helpful! We are so blessed to have found them! All of the staff is just incredible! They always find a way to get you in ASAP for emergencies! The DR's explain everything so well and does not try to up sell you on things that your fur-baby doesn't need! One of our dogs are pet aggressive so they always make sure we can get him in and straight to a room - they treat him like royalty LOL. Jennifer is BY FAR our fav receptionist! She always is so warm and welcoming! She is like a part of our lil fur family- Dom and Diamond both LOVE her! She is just INCREDIBLE!- I cant explain how much we appreciate and value her! Also our fav Dr's are Gaelin & Cynthia! They always make sure our babies are in TIP TOP shape and give us the best treatment options and great recommendations! I could go on and on about this amazing place and amazing people! But ill stop the mushiness! Just know if you want a place to make sure your babies are healthy and with people who actually cares this is your PLACE! They always work with us with pricing as well! I just can't say enough good things about them! I am a crazy dog mom and anytime I call in and ask questions they always calm my fears and answer any questions! I also look for a lot in a vet and I finally found them- trust me we go in a lot and have never been unsatisfied!! Thank you VCA and staff!!

They saw my dog during an urgent situation without an appointment. Friendly and caring staff.

I have used this clinic for years and then moved from Fair Oaks in 2010. I recently went back because the new vet in my area wanted to put my dog Nalu under general anesthesia to trim her nails. I took her to see my prior favorite vet, Dr. Arbios. She took her time with me in the room. Turns out the her nails didn't even need to be trimmed except her dew claws that they took care of... Dr. Arbios is respectful of me as a pet owner and definitely an animal lover herself! I will drive the 40 minutes to go to this clinic for all of my pet care.

The doctors and techs are Extremely pet friendly here. Topped off with superb customer service, it's a great place to go. Also, your dogs get treats from the reception desk...shhhh it's a secret =)

Great staff. My pets love it here

I've taken my cat here twice last year so far who had an an onset of an abscess after being referred, i couldve easily been sold a surgery for it, instead dr griffin (i believe that his name) not only suggested antibiotics instead which worked perfect both times & saved me $$$. He took great care with my already anxious boy, and seemed to really love what he was doing. Honesty & great servive is almost non existant nowadays! Thank you, my 2 little fur babies will be seeing you guys for all their future care from now on.

They have a clean waiting room, exams, and parking lot. They have a garden area with paths, and benches to walk pets. And tethers bolted to the front counter to secure your pet while checking in/out. I have never had a bad experience with them. They gave me a number for an at home euthanasia lady for my sick cat. They even sent me a touching sympathy card afterwards.

Love the staff they have been accommodating to get my pets in when were sick. They are wonderful with my dogs, very kind. I wouldn't take my animals anywhere else.

Today I found a dog and I was trying to find the owner. This location was open and was able to find that the dog was chipped. This staff went above and beyond to help me ensure the dog was safe and secure. We all huddled around to find a solution because we could not contact the owner. Well the ladies there found a solution to help this dog even though they had zero obligation to do so. I'm so glad I went to them for help because I was unable to keep the dog myself. Thinking about changing vets to them now ♥️♥️♥️ Seriously, that group of women that helped me were all so kind hearted. I will remember this day forever.

Always great care given here.

I love Dr. Arbios and her team!

Loved them. Dr. Griffits did a very complex surgery on my bunny Tootsie 6 years ago. My bunny was like new a couple of months later. The surgery costed less than it would be at Benefield (Pets Mart affiliate).

Not a good experience! Front counter not welcoming and vet did a lot of talking about what could have been the problem, but never properly examined my pet. Glad I went to get a second opinion by another vet, because the services recommended from here were not the appropriate treatments! Would have been VERY pricey, and caused more suffering than neccessary . Friendly and knowledgeable services are definitely worth a little more of a drive somewhere else.

Dr. Wallace is AWEsome!! Staff is very friendly!

They misdiagnosed what was wrong with my boyfriend's cat. Told us that he had a slight ear infection and needed teeth extracted due to teeth being infected. They quoted between $700- $1400 for the procedure and prescribed topical ointment for his inner ear with the instructions to "pour it in until you see it". Well this caused him to become more lethargic, swelling around his eye, excessive scratching, and loss of balance. We ended up taking him to another vet that quoted us $500- $700 for the same procedure. Well the vet at the new place looked in his ear with the lighted scope (something this place did not do in front of us) and instantly told us he had a severe inner ear infection. He ended up needing no teeth extracted. We were told that his ear infection got bad enough that it caused growth within the bones of his face and his ear drum to rupture. I honestly believe that his care was neglected at this location and that if we had decided to have them work on my boyfriend's cat, he would be missing teeth unnesisarily and still need more overpriced care that wouldn't have actually helped him, possibly killed him.

The staff there goes out of their way to make you feel welcomed. You are greeted with a friendly smile, and you feel they care about your fur kid.