Hillside Veterinary Clinic – Auburn Ma | Central Ma Vet Care

The exchange I attached in the picture happened yesterday 12/18/24. It is important to note I had an appointment with my dog for today 12/19/24. Hillside decided that they would be terminating their services with our pets because my fiancé left this poor review, as she was unhappy with how her mouse being put down was billed. Hillside cancelled the appointment we had for our dog as a result of this and seems to think responding via google review, and an email they sent us of our animal's medical records and no text in the email is an appropriate way to cancel an appointment. We were not made aware of this because we received an automated email and text this morning at 7:02 am confirming our appointment, however once we arrived we were told an email was sent this morning and this was out of their hands at this point. I would like to note the email had no information about a cancellation of the appointment for today 12/19/24, or anything besides the medical records. The powers that be determined not only that it was not needed or appropriate to call the number they had on file to cancel an appointment, but was also necessary to bring up a previous pet that had been put down two years ago in a public google review. It is sad that after decades of both my and my fiancés families going to this veterinary office they decided this was the route to take on the day/day after a pet was put down. All they care about is money, not pets or clients. Read Less

The exchange I attached in the picture happened yesterday 12/18/24. It is important to note I had an appointment with my dog for today 12/19/24. Hillside decided that they would be terminating their services with our pets because my fiancé left this poor review, as she was unhappy with how her mouse being put down was billed. Hillside cancelled the appointment we had for our dog as a result of this and seems to think responding via google review, and an email they sent us of our animal's medical records and no text in the email is an appropriate way to cancel an appointment. We were not made aware of this because we received an automated email and text this morning at 7:02 am confirming our appointment, however once we arrived we were told an email was sent this morning and this was out of their hands at this point. I would like to note the email had no information about a cancellation of the appointment for today 12/19/24, or anything besides the medical records. The powers that be determined not only that it was not needed or appropriate to call the number they had on file to cancel an appointment, but was also necessary to bring up a previous pet that had been put down two years ago in a public google review. It is sad that after decades of both my and my fiancés families going to this veterinary office they decided this was the route to take on the day/day after a pet was put down. Read Less

Not the place you want to bring you Dog. They have no idea how to handle a difficult Dog. They’ve tried for 2 yrs to handle my babe and just don’t listen to me! Listen to the pet owners! They scheduled me a multiple needed “wellness” check even though I’ve had serious concerns. Only to let me drug my dog, let us show up, tell me the services I need aren’t available. Owe and BTW they apparently had multiple staff call out. Don’t hire people who can’t control a Friday night to come to work Saturday. Moose has multiple moles that I’m very concerned about as well as needing a wellness check. We tried sedative’s which I said wouldn’t work and knew for weeks he’d need to be sedated. When I showed up for my appointment this morning I was unwillingly and unethically told they could but to bring him in and see what happens. I already knew what would happen! I’m his Mama! So if you’re going to call yourself a “Vet Tech” at Hillside Vet in Auburn, get it together. I already found another vet and will never EVER recommend you to anyone again. Thanks Stephanie Sincerely Lauren Read Less

I have been using Hillside for years and was always satisfied. Satisfied, that is, until the practice changed hands. My dog is having problems with his jaw, it sometimes gets stuck open. So far, we've managed to close it. So, this morning he had an episode. I called Hillside to try to get an appointment and was told that they don't have any appointments until September 30th, today is the 19th! I am very unhappy with this new batch of vets. When Dr. Detora was there, they always managed to squeeze my dog in, if there was a problem. Read Less

Hillside is the best!! My family and I decided to adopt Chester as a rescue from them and he is the perfect cat. So thankful that Hillside accepted us to adopt him and how well they take care of him. The staff is friendly, knowledgeable, and very loving to all their clients!! Read Less

Man O Man - they know how to charge! I was using Hillside, Auburn for all my cats needs but I think that they changed hands or something. They told me at his last visit that they will clip his nails for $15.76. I was charged today for $26.26 and was in there virtually 10 minutes for just a nail clipping. They charged me an additional $10.50?? When I questioned it, I was told that it's their 'standard fee' for just walking in the door! They said that it's not just me - everyone pays! I didn't see this advertised anywhere inside or on their website either. $10.50 FOR JUST WALKING IN THE DOOR. I hate nickle and diming, undisclosed, and hidden fees! Read Less

I have been bringing my pets here for years and always find the service and care to be 5*+. All of the team members are knowledgeable and caring. They love what the do. I wouldn't consider going anywhere else. Read Less

Hillside used to be great! Recently the whole staff has changed. I went in today to pick up medicine for my dog, and I asked if the vet was available, he wasn't in an appointment but neither of the front desk people seemed willing to go ask if he would come out to talk to me. I'm torn and rating a 3 only because I like the vet himself very much. Otherwise, the rating would be a 0 if I could. The previous front end staff was far more helpful and accessible and knowledgeable. Nothing against these employees really, just little to no experience, and it shows! They needed the more knowledgeable log time staff there to guide them. Very unhappy right now! Will be considering another practice in the near future! Read Less

We had been to several Vets in the area- none ever suggested that our Golden might have a thyroid problem (which is especially crazy because we learned that it is especially common with the breed) Our poor girl suffered until we went to Hillside. They have been incredibly responsive AND helpful whenever we have called. very caring AND professional. Read Less

I'm a first-time pet owner. I mean my family has always had animals but this is the first time doing it on my own and the staff at hillside have just been so incredible. They made us feel so welcome and comfortable the first time we went to get her shots and I had no doubt when I dropped my baby off this morning that they'd take great care of her with the spaying. Not to mention the fact that they took the time to call me after and tell me how she was doing. This clinic is definitely a keeper Read Less

I love Hillside! I have been taking my lab, Dakota, there for about three years now. She loves being boarded there. The staff is always great to her and myself! My newest puppy, Pacer, has fit right in as well. They took exceptional care of him this week for his neutering and I know he is just as comfortable as Dakota is while I am away on business or in Texas visiting family!! I never have to worry about them when I drop them off. Thank you for all you do Hillside! Read Less

I would give zero stars if I could, but this site requires at least one star to leave a review! This place left me so emotionally drained and restless. First of all, I took my kitty in Thursday evening (8/25/16) because she wasn't acting herself. She was drooling, having difficulty breathing, vomiting with a faint meow. I was so scared seeing her this way so I immediately called Hillside since they are open 24/7. Normally I like to research new places before I make a decision to visit. But, I felt like every second counted at the time and I just rushed to the facility so Roxy can get treated asap (I called prior to arrival). Once my husband and I walked inside, the front desk representative asked for a $300 deposit so I gave her my credit card. Then they gave me paperwork to fill out. MY First impressions... This facility doesn't care about the well-being of my kitty (if I put a rush on getting her there to ya'll, you need to rush to get her to the back. I can fill out the paperwork while you start working on her)....Also, everything Dr. Cagle, DVM had to say about Roxy was negative. She gave us no hope, but steadily kept asking about money. She kept asking my husband and I, "how much money are we willing to put into this?" Then she kept saying that there are no guarantees if Roxy will make it, and if we spent the estimated quote of $2,625- $4,605. We told her to proceed with the xrays and blood work. Once the results came back she said its a possibility Roxy could have diabetes, congestive heart failure, cancer, and/or thyroid problems... Here's my question, how can a Doctor throw out all these pre-diagnosis with lab results and xrays??? Based of your knowledge and experience, give me some better feedback! Also, she gave us two options: euthanizing Roxy, or hospitalization. I sat there in that chair, and I cried and cried. There is nothing like trying to have some faith in hoping for a better outcome, while being told All negative feedback..She showed absolutely no remorse! My family don't have $5,000 just sitting around. Dr. Cagle came back into the room pressuring us about the two options she gave. Here mood and gesture gave us the vibe that she was tired of talking to us about it. My husband and I both work, we were willing to setup a Payment Plan (anything for Roxy). She is our family. Also, if this clinic cares so much about animals, they need to find better ways to show it. I understand some clients may have burned their bridge with paying their balance in the past, but you shouldn't treat every client in distrust. I could've went to the new vet clinic with my guards up after the lack of knowledge Dr.Cagle given, but I had to put that negative energy aside and focus on Roxy. Its all about her in the end. It should be against the law to turn pets away in an emergency setting, just like it is in a human emergency setting. I am so glad my husband told me to calm down and grab Roxy so we can go. We are out of $527, restless days and nights, stress, and we haven't been eating. Dr. Cagle stressed me out so bad, I keep running to check on Roxy every time I hear her move or meow. I just want Dr. Cagle to know that Roxy is still alive. In addition, word of mouth is still the best way to advertise, and I will make sure to share this horrific experience with others. I wouldn't want anyone to feel the way I felt.. HELPLESS! Read Less

Also to add to my updated response..maybe the new issues with this office has to do with a family member, who had to make a facebook page because he could not find a job (maybe because of a lack of customer service skills) being hired as a office manager. Something for people to think about! Update in response to John the NEW office manager!! Again you show your lack of customer service. This is not a response from the owner, as you are not the owner of this business. I requested to speak with the owner, Dr Detora, and I was refused. I was left on hold for 10minutes when a young man, Joe, finally came back on the phone and his response to one of my questions was in a rude manner, "I don't know, I don't know how they do that I've only been here for two weeks". Then I asked to speak with someone who could help me. This woman, Susan, who when I questioned what she told me started speaking over me, which anyone who knows anything about customer service knows this is rude and bad customer service. Not to mention you posting information about my pets online, that is not accurate, is a violation. If any information about my pets was public knowledge why would I need to give you permission to speak with someone else beside myself about my pets records? Maybe you have not heard of something called HIPAA!!! Also the fact that information regarding samples of the Heartworm Preventative that Dr Detora's previous staff gave me was left out of my pets records is a major concern. What else was left out of my pets records? What else was left out of my pets care? It was not the response given to the rescue it was information left out of my pets records that I was trying to get straightened out, and that I was upset about. If you as the office manager did your job and called me to find out what was going on you would have know this. My pets have been seen yearly by Dr Detora, who has always been wonderful with them, and both had upcoming visits which I was told they no longer have. The fact that new staff has no concept of customer care, or how to deal with an understandably upset pet parent trying to find out why information was left out of my pets records, or the fact that the NEW so called office manager never contacted me until 20minutes after my original phone call, that only lasted 10minutes (yes I have phone records), and never called to find out what the issue was just called to say "Come get your pets records". That Mr Gaudion is terribly customer service!! It is my right to post my review of the experience I had there so others know. Dr Detora is a good vet but when you run a business your front line people say a lot about your business and they can also break your business, something to think about, especially when you hire a new manager who feels the need to break the law discussing the patient information on a public website because he is upset he and his staff was called out for the way they acted. I will say it again...Treat every patient, human or animal, as you would treat your own. I will also now be reporting you, John R. Gaudion, for violating HIPAA and discussing my pets records on a public website without my permission. Dr Detora was always great with my pets, and family pets growing up. His new staff now do not know how to treat people. They do not answer questions, they are rude, they will talk over you. The so called office manager should learn something about customer service and teach his staff. I will never ever bring my pets there again. It is sad really I always recommend Dr Detora and Hillside, but because of his staff I will never again, and I will make sure everyone I know knows about it. Treat every patient, human or animal, as you would treat your own. Read Less

I have brought all my dogs to Hillside Vet Clinic. The staff there is very professional and caring. I have never had a problem with Dr Detora and some of the other vets have been excellent. We just had to have our 14 yr. old Shepherd mix put to sleep after a rough year of lyme disease and other major health problems. The staff always wanted to know how the old guy was doing when I went in to pick up his medicine and when we finally made the decision to end his suffering, everyone there was very kind. They even sent a sympathy card to us. I plan to get another dog soon and will bring that puppy to Hillside.Read Less

I have been going to Hills side vet and I am pulling my pets records out of there. And taking her some place else. I was upset with Dr. Detora and he does not take the time to see the pet just give them the shots and etc. He also pinned my dog in a corner and of course what would she do. I wouldn't recommend them to anyone....... Read Less