St. Francis Animal Hospital

We love Dr. Susan and her approach to caring for our older dog. She is polite and knowledgeable about care for geriatric animals. I highly recommend her and the team at St Francis!

I am very disappointed with our recent experience at St. Francis Animal Hospital. When scheduling an appointment for our rescued kitten, Campbell, my daughter paid a $100 deposit. Since I was responsible for payment, I called immediately to confirm what that covered. I was explicitly told that the visit should not exceed $100 and that the deposit would cover the appointment, especially since our kitten’s age was unknown and she might not even be old enough for vaccines. When I reviewed the emailed statement and saw additional charges, I called with questions and spoke to the same staff member. She was dismissive and claimed she had told me the visit would cost an additional $100, which is not true. Had that been disclosed, we would have canceled the appointment. Clear communication and accurate quotes are critical, especially when families are trying to plan responsibly. Unfortunately, our experience involved misinformation and poor customer service, which was especially disappointing given the values this practice promotes. I hope management addresses these communication and billing issues so other families do not have a similar experience.

I have been with St. Francis Animal Hospital many years. I have nothing against Dr. Shelton but her policies and her office manager need to be reviewed or removed. I had an appointment for my new puppy in which I was asked to put a $75.00 deposit down for the initial visit. No problem at all. I saw the vet and loved their new place and excited to be bringing the puppy there. My second follow up was a couple of weeks later on a Tuesday. Monday I called to ask if I could move her appointment to another day that week as I was ill and had an appointment to see my doctor on the same day. The office manager was so rude as to say they would be keeping the $75.00, I’d need to pay another deposit because I didn’t give enough notice of cancellation. She kept saying she was following their policies. Also said the doctor was going to be very upset that her appointment for the morning was canceled with no one to fill that spot. Again, I explained I had no control over this and I wished I could have given 48 hour notice but they were closed. There are circumstances that do arise and I feel that issues as mine should be considered. I have referred so many acquaintances to this veterinarian over the years and I hate that this individual who works there, and hung up on me as she said she had nothing further to say, has forced me to find another veterinarian. I have managed medical offices for many years and situations like this I would have instructed my employees to come to me with this concern to be reviewed. This office manager has no compassion for individuals. I no longer can recommend this practice any longer.

My cat was diagnosed by them with a form of liver disease in very early stages. They refused to offer any further help other than loads of testing. I didn’t want to sit by and watch him decline rapidly because he is my best friend and deserves the help and extra mile. I would understand if there was nothing they can do, but at that point they were catching it early. I took him to another vet and they immediately started medication and a feeding tube and when they tried to acquire the testing records from Saint Francis, they ignored me and my vet and wouldn’t send them over until confronted with the legal issues. If I stayed with their care my cat would be dead. But no thanks to them he is alive and thriving and I will always warn people to not bring their animals here.