Hello, I want to give you all an update on my situation with VCA Los Gatos. We were contacted by the manager of the clinic, and she was very kind and professional. She cancelled the Care Plan for my dog who had passed away, and offered to cancel the Care Plan for my other dog. That was very kind of her, and I thank her for it. She also told me that she would discuss my concerns about their customer service with her staff. That is also very reasonable and professional. So I thank her for that as well. I just wanted to let everyone know that things have worked out better than expected. ———- Hi Pet Lovers, I have to tell you what happened to me at VCA in Los Gatos today. First of all, the doctors there are fantastic. So kind and so caring. I’m very happy with that. But I’m not very happy with some of the support staff and their policies. Now maybe – “me no speak English good, but me write just fine”!! Yes – I do have an accent when I speak English. I hope they aren’t discriminating against me because of that. My big complaint is really about a little clause in their “Care Plan”. The one that says you can’t cancel during the year without paying out the contract. Apparently in there it says this applies even if the pet DIES. Well exactly that just happened to us now. I guess we do have some responsibility to carefully read the contract, but I think this clause is so onerous that it should be pointed out by their staff when you are sold the Care Plan contract. Again – the DOCTORS at VCA Los Gatos, were fantastic and even called my home to check on me after my dear little family member passed away… but then to be told in a sort of matter of fact manner that even though my departed pet had DIED I was still on the hook for the rest of the year’s payments. It’s crazy. It’s bad. In fact, it’s unacceptable. Apparently different VCA’s have different Care Plans, because I went to the one in Santa Clara on Lawrence and got a completely different and much more sympathetic version of this story. Not good. No more VCA Los Gatos for me. Read Less

We have been coming to the VCA for about 16yrs and have never had a negative experience with the staff so I was surprised to read some of these reviews. When our 9 month old chocolate lab had a major accident and needed immediate attention no one hesitated to come to our aid. It was truly a team effort from the moment they got our call. I know the attention and care this team gave him saved his leg and possibly his life. They are serious about what they do and they truley care about the animals they see. Read Less

I called to have some prescriptions for my cat re-filled, and I was told I would get a call back. After 2 days, I hadn't got a call back. When I called and relayed my request again, the person who answered the phone was snippy and abrupt. I mentioned to this person that I had called 2 days ago, and never got a call back. The person did not apologize and also when we ended the conversation, she just hung-up and did not say goodbye. During my past visits, the technicians were very helpful, and Dr. Stroberg has been helpful. I don't know if my message got lost, or Dr. Stroberg forgot to respond to my message. Read Less