Jeff, We appreciate you taking time to seek help for the little turtle. You might have noticed how absolutely swamped we were with existing appointments when you walked in to the hospital. You're right in that my staff was sympathetic to your situation. My team is smart, skilled and compassionate. We never want any creature to be in distress. Any change in our approach was not because you are from out of town but because we shared with you that we are set up to manage dog and cat emergencies. Despite knowing we are a high quality cat and dog only clinic, you walked out of the hospital, leaving the turtle on our counter. Thankfully, we have a great working relationship with one of the best exotic veterinarians in the Valley. I paid my technician to drive this little turtle to a stellar exotic veterinarian. Our team was willing to band together and give that much more effort to treat our existing patients even though we were now short-staffed. The exotic veterinarian was able to sedate and safely remove the hook from the turtle's mouth. I, personally, paid for this procedure because the little turtle had a great chance of doing well once that hook was gone. We continue to thank you for taking time to bring this turtle to us and know that I'll be picking it up after work today and returning it to it's natural home. Consider updating your review to 5 stars now that you know the "rest of the story." My team worked so hard to maintain our quality care and also care for a turtle in need of emergency care.