There are other better clinics out there, and for you, your pet, your schedule (took about 3 hours at the office for 2 dogs), and your wallet, I would recommend seeking a better one. First, I want to say that the front office and vet tech staff are great, helpful, and very kind -- I feel doubtful they are paid enough for how much work is expected of them. They get the star that I gave in this review.
As a doctor myself (albeit an internal medicine doctor for humans), I feel a little bit disappointed in how much they make their vet techs do. But my biggest gripe has been their pricing which is higher than average (as you'll see from other reviews), and an issue that occurred that was partially my fault as well, due to lack of knowledge of how Pet Assure works.
Warning: if you have Pet Assure (I get it through my work), it is a discount card, not an insurance plan. I was unaware of this because I've never had pet coverage before.
The way it works is that the clinic advertises via Pet Assure as a qualified business, and a discount is automatically applied -- the clinic takes the discount as a loss -- the cost of advertising. I would not have gone with this vet if they weren't listed on the Pet Assure website. I did not know they required the card prior to our payment because we were told by the staff to submit our receipt to Pet Assure. Turns out we were supposed to show them the Pet Assure discount card before payment, but they did not know because they also assumed it was insurance and not a discount card.
I asked what could be done because we spent >$1000 for routine checkups and a few labs for 2 dogs (pre-op for dental cleanings, urinalysis for 1 dog, and routine visits) and they said we can try to call Pet Assure. We spoke to Pet Assure who told us, as it is a discount card, it is not money that they receive, so they cannot provide any refund. Spoke with Aurora Hills again and they stated there was nothing they could do (which is clearly just a choice, not a true inability).
I was bothered during this whole interchange, that it was the vet tech who was tasked with taking care of the entire issue. It made the medical care provided (which I am used to providing care to patients as well) feel more impersonal and the principal of not honoring the discount card upset me. They told me that they understand this could cause some sourness, they would love to continue to care for our pets, but understand if we would like to leave to see another provider.
We started the process of seeing another provider and getting records forwarded was a nightmare.
All of this with the >$1000 we spent on one day for a few labs and checkups makes me recommend seeing another provider for care. You are free to choose your vet. I would avoid the headache, what now feels like price gouging, and inefficiency of the clinic (again, we were there for about 3 hours for 2 dogs).
Aurora Hills Animal Hospital is absolutely wonderful! The entire team is welcoming, professional, and genuinely caring, and you can tell how much they value every pet that comes through their doors.
Dr. Reilly is exceptional, compassionate, knowledgeable, and thoughtful in the way she explains everything and approaches each patient’s care. She takes the time to listen, answer questions, and make sure you feel comfortable and informed.
I highly recommend Aurora Hills Animal Hospital and Dr. Reilly to anyone looking for a veterinary team that truly cares about their patients and their families!
Horrible. Was more interested in up-selling me services than checking concerns about my newly adopted dog. Turns out my dog does have an ear infection and skin infection that if the vet cared and spent more than 5 minutes with us, could have been caught sooner. Not recommended.
Don't try and put this back on me. Do the job that you signed up for when you joined Connect For Care. Some of the test should have been free according to the flyer. And I had already paid out a large amount of money to you. Care more about the animals and the families then making them go into debt.
