Absolutely shocking and deeply disappointing experience with Dr. Rebecca Schwartz at Boston West Veterinary Emergency & Specialty. She was cold, condescending, and completely dismissive, presenting every decision as if it were hers alone and speaking down to us rather than guiding or consulting us as the pet's family. There was no compassion, no kindness, and no sense of understanding during one of the most terrifying moments of our lives with a very sick dog. Her explanations were nonstop, filled with complex medical jargon, as if she's reading from a clinical textbook and offered no pause for questions or clarification. We were left so frustrated and distrusting that we had to use ChatGPT on-site just to research possible causes and try to understand what might be happening -- something no pet owner should ever have to do while in an emergency veterinary clinic. Adding insult to injury, the prices were outrageously high, completely disproportionate to the level of care, communication, or thoughtful evaluation we received. The interaction felt rushed, transactional, and almost robotic, prioritizing speed and cost over empathy or genuine concern for our pet's wellbeing. Additionally, it looks like she recently graduated from vet school yet she was the only vet on staff when she was there. Worse, reading other reviews on both Yelp and Google Reviews revealed a clear pattern: multiple pet owners describe the same condescending, intimidating, and confusing behavior from this particular veterinarian, with alarming recommendations delivered abruptly, leaving families feeling pressured, unheard, and unsupported. This is not an isolated incident -- it is a repeated pattern of behavior. Pet owners deserve honesty, clear explanations, and true compassion when their pets' lives are on the line. Dr. Schwartz fails on all counts, treating owners like they have no voice and prioritizing her own authority over guidance, empathy, or care. Warning to all pet owners: avoid this practice if you value compassion, trust, 2 way communication, and the wellbeing of your pet. read more

This place is still amazing. My dog was unfortunately given something very expired and I had to take her in because I was concerned that she might need to have her stomach pumped from the amount of bacteria in her tummy. Thankfully they were able to explain to me the best things to do, take her into the other room and do those things, and give her every treatment there and for me to give her at home they could while also letting me know that if anything happened, I could take her back there ASAP because it's 24/7. It's also worth noting that the doctors and the vet tech here are exceptionally good at handling dogs, even ones like mine who tends to be very upset at the vet. I really can't recommend this place enough. If you ever need an emergency veterinary service in this area absolutely go here. read more

Boston West Veterinary Emergency & Specialty - Emergency Pet Hospital Near Me - Natick, Massachusetts

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It hurts me to see what this place has become, because years ago they were a much better and more reliable outfit. Now, they have become the Jiffy Lube of pet care. I trusted them last night as I drove over an hour at 1 AM with a sick dog. If I had known the level of service, care and compassion I would have received I never would have made the trip. First they have in the room, what they feel is a comforting level of care that will determine when and/or whether you pet will be seen by them. This is new, maybe not brand new, but I haven't seen it as I haven't been here in years. Then they came in and basically offer you a tiered system of care. Do you just want meds, or do you want us to actually have a look at your animal? I chose the latter option, and then they told me what the minimum price would be. After a wait, they came in with a general diagnosis, some meds and of course the bill. They said to check in in the morning to see how my dog was doing, and how he was reacting to the meds. As there was another level of service they could do if she wasn't reacting to the meds well. So I did call approximately 12 hours later and was helped by a relatively nice woman. She took my info and phone # and told me they would call me back soon. Hours later, the call was returned to my wife's phone not mine. Even though I specifically said to call me. This resulted in my wife having to put the phone on speaker in a noisy environment. This person then complained why I was speaking so loudly!!! At this point I was getting ready to pop so I let my wife handle the rest of the call. And basically they said it was too early for any meds to start working and what did we expect them to do. At this point it was about 15 hours past my visit. I will never recommend this place to anyone ever again! I don't know what has happened here. Maybe the practice is circling the drain, but no animal deserves to be treated as a bargaining chip, and that's how this place made me feel! Do better!!! read more

Very compassionate staff. They were accommodating and kind on what was one of the worst days of my life, and the last day of my best friends. Thank you. read more

Exactly the kind of place you want in an emergency. The team was calm, kind, and clear about every option, and it never felt like they were rushing or upselling us on anything we didn't need. Really appreciated how seriously they took both our pet and our questions. read more

Amazing service. Dr. Aiken really helped our cat. He recommended a simpler procedure that solved the problem and it is much more affordable than other places we looked. Our cat has since fully recovered, even gained weight to be on-par with sibling. We also enjoyed the service and the hospital was very easy to work with. We are very appreciative! read more

I am writing this complaint on behalf of my daughter and son in law. They brought their cat to Boston West Veterinary Emergency and Specialty because their cat, Cooper, was experiencing urinary bleeding. When the cat arrived at the office and was placed on the exam table, the cat urinated right away. According to their bill, they never did any lab tests other than a venous blood gas which was inappropriate considering the cat wasn't suffering from any respiratory issues. With a very brief examination of the cat they told them that they had 3 options. Take the cat home with medication for $400. Leave the cat there for overnight treatment and placement of a catheter for $1000. Or have the cat undergo surgery for $4000. I'm not sure how they came up with these numbers with no real diagnostics done such as a CBC or a BMP/CMP. Dr. Rebecca Schwartz was the veterinarian who called on the phone a few hours after they left stating "the kidney lab values are extremely high". My son in law asked what the numbers were and what they meant. She responded, "you don't need to know that. The numbers are just very high and your cat needs emergency perineal urethrostomy surgery which will cost an additional $4000". No labs for kidney function were ever drawn. According to the invoice, they gave the cat multiple sedatives and pain medications, but I believe these are false charges. They also claimed to have put in a catheter and charged hundreds to remove an obstruction, but when they went to get the cat that night rather than have him stay as planned, there was no catheter and the cat was just in a cage. The cat was voiding. There was no obstruction. The cat was experiencing hematuria secondary crystals formed from cat food that had a high ph and bone meal. The course of action/treatment is to potentially give IV hydration and prescribe a low ph cat food such as Hills Science to lower the ph in the bladder and dissolve the crystals. There are many complaints on their website of this company gouging countless people for thousands of dollars. It's criminal and it's cruel to take money from vulnerable people who simply love their pets and are looking for care. As a tax payer I expect your office to look into what is going on there to protect citizens who are vulnerable from getting gouged and these incompetent people from potentially killing otherwise healthy pets with simple problems. read more

This place and staff are amazing my dog had got bitten and needed stitches and they took him right away and was so concerned and caring of him this would be the place I go again In an emergency read more

I haven't had a poor experience here and they have promptly taken care of my animal and given me ample information about every situation I have been in. read more

Compassionate care for our kitty. Kept us fully aware of findings, options and worked hard to manage the financial end of things. If, and hope you don't, have a pet emergency we'd highly recommend these folks. Staff were great and very kind to our very ill kitty. read more

Boston West has been our ER for our two dogs. Yes, we have been there few times and each dog. A few years ago with the pandemic, they were understaffed but even then, the really asset of this ER is its staff. They all are nice, cordial and keen to help. Our dog was helped, stitched, and care in a very positive way. Both the staff and the vet disclosed fees from the start. And there were no surprises at the end. Very professional. Like any ER, there are times of business and there are times where is super easy. We have had both and both, our dogs have been helped with exceptional love and care. read more

Had to bring out 14 y/o chihuhua over when her rear leg gave out for no reason. Staff was fantastic, Dr. COHEN took such good care of her and explained to us what was going on. Highly recommend Boston West Vets!! read more

Never bring your pet here. My experience: The person I spoke with on the phone before bringing my 16 year old dog in, was very compassionate so I brought her in. We were greeted and quickly put in a room. Everything was pretty businesslike. We were put in a room. Wait was not too long. I gave her history. But, something was happening with her, she was struggling to walk, couldn't lower her head to drink from her bowl, wasn't eating and very wobbly, loopy, disoriented, diarrhea. I showed the vet a concerning video of her having tremors the day before. She wasn't that interested. They took her and I was left in that room for almost two hours. I asked what was going on and was told the vet was working on 5 other dogs. She eventually came back and recommended a MRI and $2500 systemic blood panel to see what was going on. I said No. we talked about drugs for her diarrhea and she also recommended a drug for her unrelated heart murmur. She said some pet parents would decide to euthanize at this point. I was shocked. I was a bad pet mom because I wasn't willing to pour $$$ into their practice. Perhaps I knew my dogs situation was worse than what she thought. She sent me home with an expensive probiotic and heart medicine, $200, both needed to be given with food. She wasn't eating.... So they weren't used. My dog got worse the rest of the day, was collapsing, struggling and it was clear, she wasn't going to last long. My dog was running around the day before, clearly something else was going on that this vet missed completely. I was so traumatized by that experience, the thought of going back there at night was too frightening but I knew this was the end for my beautiful girl. My sweet pup passed early the next day. The vet that came to put her down said her eye movement indicated she had had a stroke. She diagnosed my dog in 15 seconds. It probably happened during that tremor the day before because she was never the same after that. I don't think the vet that examined her didn't even look at her. She couldn't diagnose a stroke? She pumped her with fluids. She would have seen her eye movements if she looked. But she had five other dogs she was working with. If she knew what she was doing and had properly examined my dog, she should have spent the time telling me what was happening, what I should expect to happen. I called BW after my dog passed (less than 18 hours after the appointment) and spoke to a very compassionate staff member about our terrible experience, who said she would get back to me and that I could call any time... but she never got back to me, someone else did one week later. They feel they did a full exam, I don't. And they said, 'Sorry'. Avoid this place. read more

We recently had to euthanize our GSD, unexpectedly. We called Boston West as we had used them many times for emergencies with our two cats and dog. They showed us unparalleled compassion and expertise in handling such a delicate situation. I wholeheartedly recommend them to anyone facing life choices for your furry family. Thank you so much! Kris, Lyle and Cleopatra read more

My pup had a tumor growing out of his mouth, they got us in quickly for a consultation and then surgery, were exceptionally kind to our dog and us, keeping us in the loop every step of the way on the day of surgery. You can tell by the items they stock on the bathrooms, the coffee, the exam rooms, that they know people there might be sad or scared if their animal had an accident or needs surgery. We trusted them completely and our dog is recovering well. read more

Twice I have had to bring a very sick Lily pup here. Both times they have been so kind, helpful and have taken amazing care of our girl. Bringing your 2 year old pup to the vet and being told there is a 50% chance she will not be returning home is absolutely terrifying. The kindness and compassion of the staff made it a little easier. Thanks for helping my Lil Bear fight through her IMHA. No offense though, I hope we don't need your services again anytime soon. read more

Boston West Veterinary Emergency & Specialty - Poor baby bear at the hospital - Emergency Pet Hospital Near Me - Natick, Massachusetts

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I can't recommend this place MORE!! I brought my cat Aurora in for what we believe is a UTI and was fully expecting a super long wait and extremely expensive bill due to a past experience at a different emergency vet. I came in around 3:30pm and was discharged an hour later. Lisa the nurse was the absolute kindest person to work with, she took her time as I explained my cats symptoms and made sure I fully understood how to administer her medication that the vet prescribed. All of the staff have been SO kind to me and my cat and I've had the best experience here! I hope I never have to bring my cat back to an emergency vet, but if I do I will be returning here without a doubt! Thank you so much to Lisa, Dr Melle, and all of the amazing and attentive staff!!! read more

Amazing staff and service. I was on travel for work and my teenage boys had to take our new 7 month young rescue there who couldn't walk, was puking and shaking. They not only reassured my children that it was going to okay, they took care of our pup and called me through the process. HIGHLY RECOMMEND!!! read more

They see your beloved pet as a DOLLAR BILL - NOT as a family member. Do NOT bring your pet here. "Dr. A" should not be at this facility. The warmest member was Paulette, the receptionist. In a time of extreme distress, she was the only source of comfort at this "business." Bring your loved one to Angell Hospital / MSPCA, where they will treat you and your loved one with dignity. read more

My cat became very suddenly ill. He was healthy his whole life so it was really a shock. I took him here immediately and he died pretty quickly. They were very kind. Sat me down and helped me process this sudden loss. I was a mess and they helped me, cleaned my carrier and were very supportive. I made arrangements for Larry and a few days later, I even got a card in the mail from the vet and the vet tech. It was very touching and unexpected. I picked up the urn today, and the person bringing him to me was extremely sweet. This is the place to go to get vet care. A year or so ago they performed surgery on my other cat, Dexter, and he's very healthy now. So, if there is something they can do- they definitely will. Thank you for your help and kindness. read more

They were quick to tell me to surrender my cat. They were able to give me info on where to call to surrender instead of numbers to call where i could get financial assistance. I guess it would be easier to add another animal to a shelter instead of keeping it with his loving family. read more

We brought our dog in as she was limping. They were clear and up front that more severe emergencies need to be seen first which makes complete sense. What was frustrating was that they couldn't tell us how long we would have to wait. After two hours we were told we were next to be seen. After the third hour we left never having been seen. read more

The worst experience ever. Do not trust your animals at this hospital. All they care about is payment. And in my case, after I paid them on two separate occasions they think they forgot a charge so they claimed they reached out to me (they did not) and when they didn't get any answer they hired a collection agency to harass me (all for $168.00). read more

Had an emergency with my 17 year old cat last Sunday evening. Upon arrival I was greeted promptly and respectfully by a vet tech. My poor baby was in distress and died in my arms before euthanized, but staff was so comforting and empathetic to my needs. Highly recommend this place for your fur babies. read more

Tough day yesterday as we had to put our cat down. When our regular vet was unable to see us - Boston West made time for us right away, diagnosed her and offered our options and their potential outcomes and costs. We made the decision to put her down (very, very sick Kitty) and the team was caring and compassionate while being highly respectful and professional. Made a difficult day a bit easier and we are very appreciative. Five stars. read more

We had to take our older cat in today on an emergency basis. Everyone on staff was very kind, especially the technician Lynn, who was fantastic and is definitely a cat whisperer, and Dr. Gabree. They diagnosed his condition, didn't run any kind of unnecessary tests, and started medications right away. They were also very thorough in their explanations of everything. We couldn't have asked for a better vet urgent care experience and wish they did primary care veterinary care too. Thanks! read more

The care my dog received here is nothing short of amazing. My dog unfortunately had to have an eye removal and Dr Finn was so knowledgeable, kind, thorough, and skillful. I wish I could remember everyone's name but it was such a whirlwind, but I'll do my best to describe my experience. The front desk person who checked us in was so sweet. Sarah who discharged us and I believe was the vet tech/ nurse, was also absolutely wonderful. I wish I could remember the remaining vet nurse on shift who helped provide excellent continuity of care because she too was such a blessing. Each person was exceptional. They provided me with a list of ophthalmologists throughout NE to get another appt for longer term care. This was the best care we have received hands down. I had brought my sweet dog to the vet and another vet hospital a total of three times and no one else was as thorough as Dr Finn and her team. I was also able to get a quick appointment for a highly competent permanent vet as recommended to me since we had just moved locally. I am eternally grateful for this staff and the care we received. I cannot thank them enough! read more

Plenty of exam rooms, big staff, very friendly. The whole facility is super clean (even the restrooms) and everyone was very professional and caring toward animals as well as humans. Coming to a facility like this with your beloved pet can be a highly emotional experience and the staff recognizes this. Waiting area is large and comfortable, from what I saw there is also an area for children's activities. There is complimentary coffee and tea. Parking is plentiful. IVG Natick seems to really have its act together. Prices for exams and procedures are inline with other facilities in metro west area (lower prices than Tufts). All in all, I was very satisfied with the service I received. Highly recommended. read more

Boston West Veterinary Emergency & Specialty - Emergency Pet Hospital Near Me - Natick, Massachusetts

Thank you so much for taking care of my dog!! I had to bring my dog to the ER this week for an upset stomach and they took great care of both of us. Even though we're in a really tough health situation in the world right now everyone was so kind, patient, and had great communication. I felt reassured that everything was going to be okay when I left. And a special shout out to the person who answered the phone when I first called. I don't remember her name, but she was so nice to talk with and very calming! Keep up the great work, you rock! read more

I take my cat last week paid 700 dollars the Dr refused to do blood work and it took 45mins for an extra and she didn't even know what was wrong with my cat. I was not happy with their services . read more

Great place to come with a pet emergency! The receptionists, as well as the doctors, are attentive, compassionate and helpful! The place was spotless with no odors of pets, masking air fresheners, or cleaning solvents! I found them well equipped and professional. The prices were more than your average veterinarian , but you expect that in a 24 hour emergency facility. They were reasonable and upfront with all costs. I was actually charged $50 less than what I had expected . They did explain to me that my night was an exception, but I was fortunate to have a empty waiting area and fast service! They called me back within 24 hours to check on my dog. And when I called with a question a few days later, they returned my call promptly and although they were busy that day, they took all the time I needed to answer my questions. As of right now this would be my first pick in emergency care in the area! read more

I've taken a few dogs here over the years. It's a great big place - lots of room for your dogs / animals. Nice big waiting room, free coffee. The vets are always very helpful and nice to talk with. It's expensive, but my dogs get excellent treatment here! Everyone is nice and helpful and I definitely recommend it! read more

We brought our 20-year-old dog Abe here to be examined after he started whining and barking weakly - we didn't know whether it was time to "say goodbye," so the vet helped us decide. He told us very gently what his opinion was, which was to put Abe down. He explained the procedure in detailed-enough terms (not too dumbed-down, not too scientific). The receptionist also explained the entire process. Just a catheter and then two shots: one to sedate him and one to stop his heart. Abe was kicking uncontrollably when it was time, but the vet handled him very well - although, he kept apologizing, which there was no need to do! After the shots, the vet took his stethoscope and put it to Abe's chest, then quietly said, "He's gone." I remembered one of the receptionists as being a customer from an old job I had - her name is Kim - and she was so very sweet. She have me a big hug after the euthanization and told us how sorry she was. We had a very good experience here, even though the circumstances were super sad. Thanks, IVG! read more

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Right when we go there, we called the number outside and they told us to come on in immediately as my dog's both back legs became paralyzed with nerve damage with disc issues we came to find out. when I came home from an errand. They gave us a room right away as my dog was an extreme amount of pain and was scared. A technician came in and asked us questions about what's going on and said that there are 3 people in front of us and that it may take anywhere from a 1/2 an hour to an hour to get seen as there is only 2 doctors available. Within 5 minutes a doctor opened the door and started examining my dog. He said he wanted to come in immediately knowing our situation was the worst case out of everyone that was there before us and catered to us because of our situation which I thought was unbelievably thoughtful and overjoyed to get seen asap considering our situation was very traumatizing and emotional for us and our dachshund. He gave us options of recovery but things were not looking very well as it was more of a progressive kind of damage. A couple of days later we ended up putting him down at this location, And they were unbelievably kind and sweet the entire time as me and my husband broke down. Couple days later they also sent us a handwritten card saying sorry for your loss from Susan Taylor and the team. So thank you and to your staff for making us feel like you cared. Our dogs are our kids so so getting treatment like this was very touching. I will always come back here and especially because it's 24/7 I can always count on you guys to save my babies. read more

Boston West Veterinary Emergency & Specialty - My baby on the day of putting him down. - Emergency Pet Hospital Near Me - Natick, Massachusetts

Our cat had a prolapsed rectum caused by an (at the time) undiagnosed mast cell tumor. Dr. Ben-Ari was the doctor who initially repaired the rectum and let us know about the cancer. He was thorough and went out of his way to advise us on next steps, specialists we could see, etc. We were thankful for his attention to detail and his willingness to research to help us find the best/ most practical treatment for our cat. On our follow-up visit, we saw Dr. Kaluba. I cannot say enough wonderful things about Dr. Kaluba! He advised us not to remove sutures as it would quickly result in a return trip to the ER. I appreciated him helping us weigh options and find the best course of action for our cat. He was also very helpful in securing an oncology consult. Unfortunately, our cat quickly succumbed to the complications from her cancer. She was obviously in pain and we took her back to IVG one night at midnight so she wouldn't have to suffer until regular business hours at our normal vet. Dr. Kaluba was the vet on call, and he could not have been kinder or more gentle during the euthanasia. He gave us all the time we needed to say goodbye and treated our cat with the utmost respect. While we discovered IVG/Boston West under terrible circumstances, we are so grateful to have realized what an excellent resource they are. Would highly recommend them, their doctors and staff are wonderful and their prices are reasonable. We are glad that we had access to such a caring and professional team for our cat's quick battle with cancer. read more

UPDATE: Based on the business response, yes I did speak with someone there and it just confirmed that they operated on the wrong knee of my dog and they have come up with every excuse to try and justify it. So it basically come down to Dr. Alsup took the notes of a front desk attendant instead of the notes of a veterinarian and did not do what he had said he was going to do before the surgery. My opinion is he should not be allowed near another dog. Weird thing is that everyone I spoke to did not seem to care that my dog is 1000% worse post surgery, they just seem to care about covering their butts instead of showing some empathy or rectifying their mistake for a dog their hospital made worse. read more

We have used this group a number of times over the past 5 years. Most recently, our Olde English Bulldogge had cruciate ligament surgery and he is recovering very well. The whole staff is quite wonderful, friendly and welcoming from the reception staff to the veterinary technicians and nurses and the wonderful surgeon, Dr. Alsup. Dr. Alsup took lots of time examining and then explaining options to me and I felt very comfortable with his recommendations. The incision was simply beautiful--much better than the scars I have for my ortho surgeries. This is a very professional and competent specialty group. read more

The staff is amazing. My kitty was attacked by a coyote. He was badly injured. We brought him to Boston West. He received wonderful care. it was a bit touch and go. I was kept informed of his condition all night. Dr. Taylor is wonderful. Rhiannon, the vet tech, sat with me when it was time for him to go home and went over all his home care. she eased my worries and was very kind. I am thankful we have this place in Metro West. I wish my own surgeons were this thorough. read more

DO NOT TAKE YOUR PET HERE!!! We had a horrible experience here. We made an appointment as our puppy got bit by another dog and our vet was out of town so we had to go to the ER. When we arrived for our appointment they said they would take our dog inside with the other dogs and that the doctor would see him when they could but it could be hours. Since he was just attacked by a dog and he has anxiety I didn't think it would be a good idea to do this for his well being. So we waited with him in our air conditioned car for an hour and half until the doctor could see him. They took him in and then brought him right back to us and said "the doctor would call us". Nothing else...we waited in the parking lot for another hour and 15 minutes before the doctor called us and then said they had to see him again for treatment. When the vet tech brought him back out to us they were annoyed that he was pulling and being anxious. She was snappy and pretty much "over it". The place was rude, overall we were there waiting for 5 and half hours. It was unprofessional. I would NEVER take my dog here again. read more

I am forever grateful for the amazing staff at this hospital. They are compassionate and caring, they loved on my sweet girl the entire time she was in their care, and there really is not a better facility. I had to rush my beautiful dog here the night before my daughter's wedding. The evening of the wedding, she needed emergency surgery to have her eye removed. Dr. Gabree is nothing short of amazing...thank you, Dr. Gabree, for assembling a surgical team for Penny, and for staying after your long shift to take care of Penny personally. I will never know how to thank you for going above and beyond for Penny, and for me. Thank you to your ENTIRE team for the loving and tender care you gave my Penny while I was unable to be with her. And thank you for your gentle and patient care of me as well. You are all wonderful, and you made this mother of the bride/mother of fur baby feel at peace knowing you genuinely took such amazing care of Penny. read more