VCA A Breed Apart Animal Hospital

We've been going to VCA A Breed Apart for several years now. The customer service woes of previous years are on the mend. Truly, the front desk staff used to be downright atrocious in their customer service, gabbing away about completely inappropriate subjects in front of customers, ignoring said customers, and making people wait inexcusable lengths of time. We kept coming back for Dr. Sostrin and hoped they would eventually tackle the front desk staff and shape them up.

Happy to say that they have shaped up significantly. There is still room for improvement - a class in the finer points of proper customer care and manners probably wouldn't hurt. But gone are the snippy attitudes and complete lack of politeness. I often got the impression that the front desk staff were allowed to run rough shod over everyone else before - even the vets. No longer. Feels like a cultural shift int heir business model. Definitely for the better. Keep improving!

They also recently remodeled the lobby area. While it isn't that much more comfortable, it is cleaner and more modern looking, which I think gives the staff something to be a little more proud of at the office. No more torn pleather benches and stained walls!

Posted 11/10/08 | Report Abuse

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when I made my appointment I have to admit I was kinda apprehensive because of the reviews I read but I just moved here from Woodland Hills and it's right down the street from me so I thought I'd give them a try anyways because my neighbor highly recommended them and I'm so happy I did!! when I came in I told them what I had read on the reviews online,they weren't good. but thankfully they reassured me that they have hired an entire new staff. and i have to say they were great!!. I've had really so bad experiences at all my other vets because my cat get viscious when she is scared so I was a little nervous but I couldn't believe it when Ellie took us in the room she casually took my cat out of the carrier with no fear and and held and rocked her for a few minutes to calm her down put her on the scale and my cat crawled right back up on to her purring!! I couldn't believe it!!!! and she gently took her temperature with no problem!! at all! then Dr. Sostrin came in and my kitty came right up to her!! like she'd known her forever!! Dr. Sostrin was so nice & so informative and spent a lot of time answering all my questions!! she's a natural! and so intelligent!! I'll never bring my cat anywhere else! Thank you guys

Posted 08/01/08 | Report Abuse

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I ended up bringing my cat to this clinic when she started having issues of spraying everywhere and seemed like she was in pain a lot. This hospital was the one that could accomodate an appointment the quickest. My cat was seen by Dr. Kobashigawa (Dr. K). From the exam, it seemed that my cat had normal signs but they really needed a urine test to know for sure.

With regards to the staff, they were pretty nice to me when I was there with my cat because they loved my cat and thought she was really beautiful. Otherwise, they weren't really friendly, but I wouldn't say they were rude. They just seemed tired/overworked, maybe disgruntled for some reason. There was a sense of the office being somewhat unorganized/inefficient, since I did seem to have to wait a lot for each simple question. The vet techs were much more friendly than the front staff. The rates seem much better than a previous pet hospital I went to. It was $40 for the office visit, ~$40 for the urinalysis, $5 for wasted disposal. I also used a $30 coupon from their website (when I made the appointment, the staff person actually reminded me to bring in the coupon).

The next evening at 9pm, Dr. Sostrin called me to give me the results of the urine test. It turned out to be cystitis and from what I read about it online, it seems that her diagnosis is really accurate. I definitely had more faith and trust in the hospital at this point.

I picked up the medications the next day, which was 2 bottles of clavamox and 1 bottle of metacam, came out to $50. One thing that I didn't like was that only the front staff explained to me what type of dosage to use. It would have been better if a doctor explained to me what each medication was used for and also how to prevent cystitis from occuring again. When I looked up these drugs, I was once again doubtful. Clavamox seems to be used for bacterial infections (which cystitis is not). Metacam was even scarier, because it seems that there is potential danger of renal failure in small cats. I basically called the hospital and politely asked them what's going on here. Dr. Sostrin spoke to me and I was reasonably satisfied with her responses. I have yet to determine the results of using these meds (will have to continuously use it for a month).

Personally, I have not decided whether to bring my cats back there. I might try out another clinic first.

Posted 10/11/07 | Report Abuse

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I called this hospital regarding boarding because a friend highly recommended them to me. I was told that my dogs could not be boarded because they needed a complete physical from their doctors, although my dogs just received complete physicals three weeks ago.

I was more than happy to provide them with all my dogs medical papers, but they would not accept any dog that was not seen by their staff.

my dogs have boarded at a couple other facilities in the past and these facilities only required medical documentation.

Needless to say, I was very disappointed since they were recommended by a friend who seems to be pleased with their service.

The only thing I could rate would be the front desk staff who was not very helpful, flexible, or kind. I can not rate the service. However, customer service is a big plus in my book.

Posted 08/08/07 | Report Abuse

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I have been taking my dog here for the past four years. The only reason I return is because of Annie Sostrin, DMV. Typically the front staff is rude, self-involved and hard to deal with. They act as if you are inconveniencing them by being there.

But once you get past their attitude, Dr. Sostrin is worth the painful wait. I know there are many other veterinary clinics in this area that are probably far superior when it comes to customer service, but my girl and I keep coming back because Dr. Sostrin is so dear and she obviously cares for her clients/patients as if they were her own.

Posted 07/06/07 | Report Abuse

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After reading other comments about this hospital it left me thinking - that wasn't the hospital I visited. When I went there the staff were very nice - there was a slight delay, but I wouldn't want anyone to cut short an exam or treatment of any animal, especially my own. The front office staff were going all out helping everyone there in the waiting room about 4 different customers and you could tell that they really cared. The phones were ringing off the hook (sounds to me like they are a busy hospital) but the staff didn't miss a beat. I give them my vote and I will be back knowing I will be helped by people who care.

Posted 06/02/07 | Report Abuse

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This place has the WORST customer service. I used to go here 7 years ago, just recently came back. Both times I called was treated as though I was "bothering" the front staff by calling. The last time I was left on hold for 10 min, and forgot about. When someone came and talked with me, they had to start all over again and no one admitted that they had left me on hold. I talked with the manager and she was nonchalant about it, I really couldn't tell if she cared about me as a customer. I am now looking for another vet.

Posted 03/21/07 | Report Abuse

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This is probably one of the worst vet hospitals I've ever dealt with.. the receptionists have no clue what's going on and aren't very friendly in the first place. On top of it all, my cat was admitted here for bladderstones and the vet told me to call her the next evening.. I called and left a message with reception..they said she would call me..she never did. I called again the following day...again, same thing..left a message with the vet who was suppose to call me after hours to update on his status but again, no call. finally, third day, I get a call in the morning from her stating that he'll be ready to be released in the evening and to call her...I call and the receptionists have no clue who my cat is, and I'm left with the option of leaving a message for the vet.. AGAIN....now it's 5 pm and I called to see if I should go in and get my cat..they have no clue..and the vet is in another appointment...so they ask if I want to leave a message..I'm thinking "WTF?" This is a sharp contrast to the service at the VCA hospital in Glendale, CA, where I normally take my pets...the service is excellent and the staff truly care about their animal patients....I tried the one in Pasadena because it was a little closer to my new apartment but NEVER AGAIN.

PROS: None
CONS: Lousy service, apathetic staff.

Posted 08/24/06 | Report Abuse

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Dr. Sostrin took such good care of my newfie ! She was wonderful! All the staff was very caring. I travel all the way from Santa Monica just to see her.

Posted 05/09/06 | Report Abuse

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Often there is no vet at the hospital. It is part of a huge corporation without anyone in charge. Desk clerks do lots of talking to each other, but do not help the clients

Posted 08/03/05 | Report Abuse

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I had a really bad experience with this particular VCA. They botched a procedure for my cat that has left her permanently lame and resulted in the amputation of all the toes on her right foot.

Posted 03/17/04 | Report Abuse

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I would only go to this place for vacinations. its pretty much a franchised/fast food type place.

Posted 03/16/04 | Report Abuse

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