I've unfortunately had to turn to this location many times over the years for emergencies with my pets, as no location within over an hour can accommodate. Just days before Christmas 2021, my eldest bunny needed to be euthanized at 12.5 years old. I paid for the service, as well as to have her pawprint as a memorial and her cremation. I was told this would be completed in a week. Considering it was the holidays and there is a pandemic, I waited. I waited 3 weeks. I heard nothing. I emailed. I called 3 separate times. No one could tell me anything. After a solid month passed, this location called me several times. I already knew. In their voicemail, they left me know they misplaced my bun's file. She was cremated, but no pawprint was retrieved. I was beyond shocked and infuriated. I emailed them a second time, as I couldn't bear to talk about this. The worst error one can make is one that cannot be undone. They had offered a refund only covering the pawprint. I emailed saying that would be fine. No answer. I waited another week. Had my husband call. They put the refund through. It sat as pending in my account history for an entire week, then disappeared. It never credited my account. I contacted my credit card company, and was informed that this could only occur because it was cancelled by the vendor. My husband called AGAIN. Have you lost count how many times we've had to contact them?! Me too. He was curtly told that we'd have to provide proof that the refund did not hit my account. That they never cancelled again. No apologies. No nothing. I am IRATE. I should be grieving my beloved Nell (whom I have nothing of), but I'm dealing with this. SHAME ON YOU. Your level of professionalism has gone wayward. I've been in customer service for nearly twenty years and have more patience than you could imagine. But this is the last straw. It is unforgivable. (Reading other recent reviews, it's apparent that this 'company' is committing a lot of malpractice similar to my experience. I am APPALLED. I never, ever write reviews but anyone with a pet in need is going to need to be informed.) Read Less

I am very displeased with Midwest Exotic Bird Emergency Vet. As I want to fully explain my issue with them and the steps I took to resolve them, this will be a long post. (short part of the story they are wanting for me to pay for something I was incorrectly quoted and they will not admit their mistake.) I took my sick chinchilla, Bear, there on the high recommendation of my regular exotic vet. When the vet saw Bear, I was informed that he was in cardiac distress. I was informed of some treatment options, but it was not a guarantee that is would make him better or even feel better. It came down to the choice of letting him live out the rest of his days in possible pain or to euthanize him. I had asked to see him (due to covid and distancing, the vet discussions were via phone while in the car), so that I could assess how I felt about his condition and his distress level to make a better decision as to if I wanted to take him home or euthanize him. While I was visiting with him, a girl came in, I am not sure if she was a vet tech or a front office person as she is also the person who checked me out. I came to the conclusion that it would be best to euthanize him. I was given options regarding cremation. Each option I had asked the price of and each time the girl left the room to ask and came back. (Not once did I ever speak to or see another person other this this one girl – this is important for later.) I was quoted $70 for a private cremation along with a foot print. I thought that was reasonable for a small animal and agreed to that. I have only had experience with dog cremations in the past which are usually a few hundred dollars, so again I thought it was reasonable. Not once was I ever shown any paper with pricing, I was only verbally informed of the pricing and the options. I said my goodbyes to Bear and headed to the font desk where I was charged a total of $435, which I thought was for all services for the day and cremation as typical for vets – all payments are due at the time you leave. Also remember the girl I spoke to regarding all pricing was also the girl who checked me out. A few days later I receive an email from them stating that I did not pay for the cremation. When I called to see where the confusion was, I was informed that I now owe $226 for a private cremation. I explained that I was never informed of that price, if I was informed of that price, I would not have agreed to that option and would have taken Bear home to bury in my back yard. I was then transferred to a manager. I again explained all that I just did above regarding my conversation and that a mistake was made on their part and I am not responsible for their mistakes. She said she would look into it and call me back. A week later she calls back, stating exactly what she did before. That was the price that they paid for the cremation, the price they have listed in their system for a creation and that is what I owed. It was as if the previous conversation never happened, and thus I again explained the situation and that I should not be responsible to pay for their mistake. I had asked if I could pick up the footprint until the cremation issue was resolved and she said that I had to pay $70 for the footprint. I explained that is exactly what I paid for the footprint and the cremation, so that portion was paid for. She then said I could pick up the footprint. (mind you I was very livid at this time and I admit, I never went to pick up the footprint as they are 1 hour away and I did not want to confront them in the mood I was in.) Fast forward to almost 2 weeks ago on Tuesday Jan. 4. I receive a call from the facility stating that I owed the $226 and that I needed to pick the ashes up in 2 weeks or they will return the ashes. I explained I was fine with them returning the ashes as I was not going to pay for them and went into the whole explanation from above, yet again. I was informed they would forward my message to the manager. I again asked if I could pick up the footprint as that was paid for and I have not done that yet, I was informed that I could. A few minutes later I receive a call again from the same girl who informs me that I am unable to pick up the footprint until I paid the balance in full. The next day, I receive a collection notice for the $226. (I call and put a dispute in explaining my situation and stating that they said they would return the ashes in 2 weeks if I did not pick them up and no way was I going to pay for something that I will no longer receive.) Friday, Jan. 7th, I still have not received any call from the manager. I look up the vet who owns the facility, Dr. Betsy Clarksno, and call to speak directly with her. Granted she was busy, and I left a message for a call back. That same day I receive an email from the manager, Kelly, stating that she received my dispute and will hold the ashes for 30 days. (seems as if the collections agency completely left out the real reason for the dispute.) I then email Kelly back AGAIN explaining my situation of not being quoted that price. She then tells me that during covid, they have a two person process to confirm everything quoted and agreed upon. She also said that she had a document showing what I agreed to. Remember above, when I said I only worked with one person and that one person asked/informed me verbally of everything? So I ask for said document. She then sends me two documents as if it’s one, one with my signature which was the registration form you have to fill out BEFORE they will see your pet, and a document with different options circled. Mind you there were two signatures on that document, neither of them were mine although there was a line for owner signature. There was another line for “Owner/Agent verbal telephone release obtained by” and a staff verified line. Remember I was IN the room at the time this was filled out and there was no reason why I should not have signed that myself. Also mind you, there were NO prices on this sheet either. Kelly sent the form to me stating that it had my exact wishes listed. I was not disputing that I did not ask for a cremation, I am disputing the price I was quoted. She was not listening to anything I was saying and stated that I wanted to talk to the owner regarding this as I am not going to get it resolved with her. Monday, Jan 10th. I again leave a message to speak to the owner Vet. I have still not heard from her and it’s now the 17th. I am livid beyond belief. I cannot believe that this is how they treat a client in general, let alone a client who lost a pet! Beware and when you are quoted prices, be sure to ask to see a written list of pricing! I am still in dispute with them and still waiting to hear back from Dr. Clarkson. Read Less

I came in with my pup. He had managed to find his way into an adderall prescription; this was an avoidable and tragic accident. They took him immediately, preformed care, and then brought me back to the itemized bill. They continued by explaining what I was to be charged for, and why. The next morning when he was stabilized, and ready to go home, I came in to the new bill... They took off 63 bucks for some things they ended up not needing to use. Let’s not forget, they saved my boy. I would’ve given my left foot for the magic elixir they needed should they ask for it. They did right by us. Read Less