After being a customer for many years, I have to say that I will never again bring a pet to St. Charles Rock Road animal hospital, and I would urge the rest of you to think twice before doing so. I brought my dog in on Tuesday and told them that not only was her face puffy on one side, high cheekbone area under the eye, but that she had been sick and regurgitating her food since Monday. The doctor said “she looks great. Coat looks great, her teeth look great, she is just a little overweight” I KNEW my dog was not great because she had been vomiting for days. When I was not satisfied with that answer, because I knew my dog was sick, they offered to take some x-rays. The took the x-rays and told me there was not a blockage, and that she was probably just having acid reflux and that I can pick up some OTC meds to give her. I asked about the swelling on the face and they told me they didn’t see it and that maybe “her lip was more prominent on that side”. I said it was not anywhere near her lip it was way higher up and that they were looking in the wrong place, but they ignored my concerns. I took her home and gave her the OTC meds as instructed. She continued to vomit Wednesday and Thursday; the medicine was not helping at all. I called up there and told them she was still getting sick, acting unusual, and that I was very worried. They said they would pass the note to the doctor and someone would call me back. Nobody EVER called me back. Finally, desperate and extremely concerned I took my pet to the Central West End Veterinary clinic (which is who treats my cat). The doctor took one look at her face and said “I bet it is a tooth issue”. I told her that they said her teeth were PERFECT on Tuesday so that could not possibly be it. Well the new vet propped her mouth open and found a fractured tooth that was abscess and severely infected within SECONDS and showed it to me. She said it was a slat fracture on tooth 108 with an obvious drain track. I was SHOCKED because literally the only feedback I had gotten from the Rock Road vets were that her teeth were great. The other vet agreed that my dog’s teeth were very clean, but far from perfect with the broken/abscessed tooth. I understand that people make mistakes, but I felt very dismissed when I voiced my concerns with the Rock Road Animal Hospital. They did not look again after I told them they were looking at the wrong part of her face, and the fact that I called up there 2 days later when my dog was still sick and NEVER got so much as a return call just adds insult to injury. I do not get the feeling they care very much about our pets, and although she is very nice, I get the impression that Dr. Doyle is quite inexperienced. I understand her not catching it on the first go ‘round if she had never seen something like it before, but refusing to take my repeated concerns seriously is inexcusable. I would suggest double checking the next time someone says their dog looks different, instead of writing them off, because we know our pets best. So, in the amount of time I have been waiting for a return phone call (that never came), I have taken my dog to a better place, who actually found the problem, and we now have a treatment plan of antibiotics, anti-nausea meds, and an appointment to have that tooth pulled. They were able to accomplish all of this in the same amount of time the folks at the rock road couldn’t even manage to return a phone call. Thank GOD I listened to my gut instincts and took her for a second opinion. TLDR: I paid almost $300 for my dog to get inadequate care, my concerns to be gaslighted, and sent home with dog with an undiagnosed painful infection. Would NOT recommend. Read Less

It’s a shame I have to give them 1 star. Beyond unprofessional and without compassion. Full story: After long deliberation and putting off making the decision to negate the loss, we decided it was time to put our 13yr old Husky down today. She is in constant pain, mentally gone, and has peed and pooped in the house unknowing (even while she sleeps) for a year now. We have tried multiple supplements (hip and joint meds, anxiety meds, etc) but it’s to the point where her quality of life is terrible and my young children watch her struggle in pain everyday. After a long deliberation and coming to terms with the loss ourselves, we decided it was time. We had a last hoorah and fed her whatever she wanted for her last day filled with plenty of love and comfort. Had a tearful goodbye with the children and took her in. She was evaluated (for 5 mins tops)by Dr. Bendar while we waited in the car due to Covid. until it was time to come in. Dr. Bendar called us and tried to explain she wasn’t comfortable putting her down and there were other meds we could put her on. I understand all of this but no one knows when the right time is besides the owners who spend everyday with a dog in pain trying to comfort her. Seeing the confused and scared look on her face because she is mentally gone and doesn’t understand what’s going on. Having a house that constantly smells of urine and feces because she pees and poops unknowingly in her sleep. I love my dog very much and have given her a caring home for 13yrs but I can’t let my house be destroyed or live in unsanitary conditions. I listened to everything that Dr. Bendar said and when she was done tried to explain all that I wrote above. About 5 words in she cut me off and went on another speal. I tried to interject to please let me finish and she continued to talk over me. It’s an emotional time for me so I did say that I don’t appreciate being cut off when I listened to everything she had to say. Dr. Bendar then called me rude. Anyone with real compassion, customer service skills, or just plain common sense should know this is beyond the wrong approach to treating people that are grieving the very near loss of a member of our family. Just as everything above is 100% in order accurate, I won’t lie and say that I continued my politeness after being called rude twice. I did briefly try to explain that I’m not being rude but no one can tell me my dog has quality of life left and that spending any undisclosed amount of money (in tough financial times for everyone) to prolong her pain is not an option I consider right for our family. She cut me off again and I did lose it, said some words I don’t normally say, and told them to return my dog immediately. I have 2 other dogs that were going there but I’m terminating all of my business with them. It isn’t acceptable to me to be treated like this. Even if I’m wrong and it isn’t her time, there were a million other ways to handle it. Let people talk or express their opinions, don’t constantly cut off and talk over people or you can’t understand their position. I don’t know if Dr. Bendar is having a bad day but it’s unacceptable to talk and treat your customers this way during a very tough time. My children are confused that they said goodbye and now we have brought a dog back who cried when she stepped into the house and is currently pooping while laying down in my living room. Shame on Dr. Bendar and Rock Road Animal Hospital if they condone this type of patient treatment. Read Less

I have been bringing my dogs here for a few years, 1 an older dog, 1 a pup. The pup got an ear infection and as soon as I saw she was sick I took her in. What I didn't know is they charge an extra $20 if you don't have an appt., and I was not advised of this. When I got there, there was 2 cars in the drive. and only 1 person who walked in before me, no one else in the lobby. They took her and her dog in right away, as they should. Twenty minutes later another person came in and they took her in right away. 10 minutes later they took my pup and I back. So I waited 30 minutes, 1 person came in. 1 person came out and no one waiting in the lobby. After getting my pup checked, I then paid $181.00 including the walk in charge. I think if your pet has a legitimate ailment and you are a customer of theirs this fee should be waived. I am very disappointed. Read Less