Reviews

The problems with this practice are many. My wife took her dogs there for years but never had anything good to say. My wife was ill and passed away recently, so I have been dealing with them for the last year or so. You never get anyone on the phone, they prompt you to text them! They have called, texted and sent letters trying to get me to make additional appointments. When I said no, an annual visit was enough, they then charged me $68 to trim her nails, because this included a "wellness check" I did not authorize. I had had enough and made an appointment with another vet. They told me it was difficult for them to get records from Brook Farm and sure enough, in spite of telling me they would send them they did not. The day before my appointment with the new vet they called to tell me they still did not have them! I called Brook Farm and once again was prompted to text them. When they answered my text it was to try and make an appointment for my dog! When I demanded they send the records they finally did, and lied telling me they had done so the first time I had asked. My new vet double checked their email and there was nothing from Brook Farm that day.

We are deeply saddened to hear about your recent experiences with our practice, and we extend our heartfelt condolences for the loss of your wife. It is never our intention to cause any inconvenience or distress to our clients, and we genuinely apologize for any frustration or disappointment you have encountered.We understand the importance of effective communication and timely service, and we sincerely apologize for any difficulties you have faced in reaching us. For the record, we give all clients the option to call, text, or email us, and we are responsive on every channel. Regarding the unexpected charges for the nail trim and wellness check, we apologize for any confusion or misunderstanding. It is always our goal to provide transparent pricing and to ensure that all services are authorized by our clients beforehand. We will review our billing procedures to prevent similar situations from occurring in the future. We would have been happy to answer any questions you might have had during your visit. As for the transfer of records, we can confirm that the records were sent upon your first request. I apologize that your new veterinarian did not receive them, but this is unfortunately outside of our control. We are always happy to resend the communication should it be necessary. If there is anything further we can do to assist you or if you have any additional concerns, please do not hesitate to contact us directly. We appreciate your patience and understanding.

We boarded our dog for 4 nights, with enough food for an extra 2 days if needed. When we picked him up , they brought out all his belongings, except his bed. When we asked for it they brought it out and said he had peed on it a little, and did not have time to wash it. It was soaked, which leads me to think he was not let out for quite a while-he never pees on his bed. My husband walked him around the grounds & gave him some water-his bowl is quite large-he drank *************-which he never does, and again i believe they had not given him any water in quite a while. His food was completely gone-so-what happened to the extra 2 days. They also said they had not fed him yet. This was after 9:30 in the morning. too many red flags for me. I would never take my dog there again. I did leave a message for them, and said they would look into it for me, but never got back to me.

Thank you for feedback. We tried reaching out to you several times to discuss your experience (most recently on 4/16/22 at 11am), but we were not able to connect. We can assure you that your pet was thoroughly and compassionately cared for, including multiple walks per day and close adherence to your feeding and drinking requests. In fact, we monitor all guests closely and record comprehensive status notes on each day of their visit. It's not unusual for pets to drink more water and/or urinate more than usual upon coming home due to their excitement. We shared this information with you at check-in, and will include it here as well: **********************. Please contact us to discuss this matter further.