I took my cat in for a check up and get her vaccinations up to date Thursday 4:00 apt. While there the staff was actually very nice. A day after getting her in I had a follow up call to see if she had any reactions to the vaccination. I was at work, to my knowledge no.
When I got home my cat had thrown up. I figured I would give it a day to see if this was a fluke or due to over eating. Didn't want to overreact and assume ( especially since I have two kitties and didn't see her get sick first hand). The next day she got sick again but it was past business hours (6pm on a Saturday) so I called Sunday when they opened(~11 am) and let them know she was having a reaction and could not keep food down.
The customer service rep told me to go someplace else, they were too busy. Even though it was less than 72 hours since they saw her it was no longer their problem. I told her this didn't sit right with me and I wanted the office manager to call. The woman would not give me the office managers name. Told me I could only speak to clinical. What was a clinical person going to do? At this point they already turned me away. I ended up having to call Pet Co to get a name to talk to about holding their staff accountable. After scouring the web I sent an email to their main address hoping someone would call.
I ended up taking my cat to the emergency room because thrive would not see her. They gave her fluids and anti nausea and determined it was a bad reaction to the meds.
Later in the week I got a call from the officer manager, Janet- where she openly talked about how they had issues with their call center and it was not right they sent me away. She said she would "try" to see what she could do to get my $220.00 er visit reimbursed since they should have seen me if my cat had a reaction. The whole time she kept saying they stand by their services and should have made time to get me in. So I asked to be reimbursed for my bill to go elsewhere.
A couple days later I got a call that corporate would do nothing because ~65 hours is too late for them to help with a reaction, they refunded me $25.00. Not even three days had passed and when push came to shove thrive would not stand behind their manager claim that they should have made the time to see me as opposed to sending me off. My cat was no longer their problem. Yet no one told me during my apt if there was a reaction after x hours don't call them. I was simply told if there was a bad reaction to call... glad I did, because they did nothing.
The ER place I took my cat said to start bringing her to them, that if any animal has a reaction to a vaccine they will waive the visit fee. When I told them less than 72 hours later thrive directed me to go someplace else their staff was appalled. They fact they didn't even put a dr on the phone to walk though my options was a "disgrace and lack of care" is how their vet described it.
It's rare for a pet to have a reaction but not unheard of. Thrive "tried" to help but ultimately told me to "go someplace else... they didn't have time." You May save some money on your initial visit, but god forbid something happens they're not going to help. They will send out away if it's not within their time (still have no clue what that timeline is). Go someone else where they will take the time to address your pets concerns as opposed to pushing you off to someone else.
Go read the reviews on the BBB site, there's a reason they are not accreted. I should have been smart enough to avoid this place, I hope you are.
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