Update: I will leave the previous review text below, but I want to update my main score since they…read morehave apparently addressed the problem. I had initially given them 5 stars, so I will simply revert to that with the understanding that I have not had any animals seen at Gateway in a few years. It was never a matter of not caring enough- all of my encounters reflected a staff of people who were very dedicated to the care they were giving. And no, I wasn't pressured in any way to change my review. It's important to me to be as accurate and fair as possible. I am just now reading the response from Gateway, as I don't use Yelp often, so I am updating my review based on the new information. Previous Review: We went to Gateway for several years for our dogs. They had good pricing and the staff was friendly, competent, and clearly passionate about the work they did. These qualities can be really hard to find... especially the combination of reasonable pricing and competent, passionate care. I gave Gateway a 5-star rating when I first reviewed them 8 years ago. The problem is the walk-in only nature of the practice, paired with significant changes in how Gateway is run. I suspect that they may have been sold to equity investors or similar schemes that ultimately destroy so many good vet practices, but I am not sure. Before covid even showed up, I found myself avoiding taking the dogs to the vet because I couldn't handle sitting and waiting for HOURS every single time. Didn't matter if I showed up before they opened- the line was already long. I am physically disabled, so sitting for hours in their waiting room had a physical cost in addition to the fact that most people don't enjoy waiting for long periods of time. The last time we went, we were told to cue up outside more than an hour before opening to even have a shot at being seen that day. It was absolutely horrible having to stand in the freezing cold for so long, our sick dog waiting with us. Despite being this early, we weren't ultimately seen until mid day. It isn't even a first come first served situation. They aren't primarily an emergency vet yet they triage. So you'll be sitting there watching so many go ahead of you unless your pet is experiencing a medical emergency. This seems like a reasonable approach on paper, but unfortunately it means that a visit to Gateway requires me to clear my schedule for the entire day and that just is not reasonable. It also isn't fair to the animals- especially if they're sick or otherwise frail. The people who founded Gateway are long gone, as is the wonderful service they provided. If you're desperate to have your pet seen (and you can manage to show up first thing in the morning and wait several hours to be seen), maybe it's a good fit for you. Otherwise keep looking.

Such kind treatment we received when we had to euthanize our beloved dog last Wednesday. Everyone…read morewas so sympathetic and helpful. On top of this, today we received a sympathy card from them that contained wildflower seeds that we can plant in her memory. So touching! What a classy thing to do. Lastly, I wanted to mention how appreciative we are that, unlike most other veterinary services who will gouge you for the same service, their pricing is reasonable. They don't take advantage of you in your time of need.

We loved our first visit. The staff went above and beyond. I appreciate how well they communicate…read morewith their clients!

You will not mistreat my dogs again . $800 with no results. Shame on you. Charges are way…read moreoverpriced. Atleast have doctors that know there job

The internet says that this hospital is closed for business. It says to used emerald animal…read morehospital just down the road.

They were great! Sadly they retired. Dr Mike was awesome! Pricing was good! Truly cared for our…read morepets.

Wonderful doctors and staff. They care about you and your pets and it shows. Can't recommend them…read moreenough. Bonus, they don't keep you for hours on end or try to upsell you on things your pet doesn't need.

Both the vet and staff were amazing! It was just a routine visit but I felt listened to and taken…read moreseriously. My dog does not like going to the vet and can be difficult to work with. They were so good with him. He responded really well to them. Did not wait long for my appt to start. The vet had several suggestions for an ongoing problem that I feel will be beneficial. I'm excited to try the new supplement for my dog's age related pain.

Good Vets, Miserable Front Desk Staff…read more I've waited three years to write this review because the actual veterinarians here are great, and I wanted to give the practice a fair shot. But after today, I'm done. The front desk staff, specifically Laura, is a nightmare, and dealing with her is the worst part of coming here. Laura has been rude, curt, and combative since my very first phone call three years ago. The only time she was ever nice to me was for about five seconds when she thought my last name connected me to a wealthy local family. The second I told her we weren't related, she went right back to treating me like an inconvenience. I literally tense up every time I have to pick up medication refills because I dread the possibility of dealing with her. This week, she completely crossed the line. My cat has an ear infection, and after days of getting hung up on by their 8:00 AM "lottery" system for urgent appointments, I had to take her to the emergency vet. When I called this clinic back to ask if a vet could adjust her meds, Laura flat-out refused to help. She forcefully said "a vet will not talk to you" then flat out lied and claimed it's "illegal" for any doctor in the building to help me unless they had physically seen my cat before. Then she decided to play doctor herself. She insisted that ear drops were the only option for my cat, which is completely untrue. When I told her I didn't want to force my senior cat--who has kidney disease--to sit in a stressful emergency room for 8+ hours just for a medication tweak, her brilliant solution was to suggest I start giving her subcutaneous fluids at home just so she could endure sitting in a carrier all day. We haven't even crossed the bridge of doing home fluids yet, but she's handing out unhinged instructions on it like it's nothing. It is completely over the top for a receptionist to deny access to a doctor, make up fake laws, and hand out medical advice for a sick, senior animal. Laura is a massive liability. I don't recommend this place at this point. The medical care is good from the actual veterinarians but you have to get past a combative, rude gatekeeper first.

They got us in very quickly, very empathetic (which means more than anything these days). Didn't…read morerush us saying goodbye to our Roxy, they are fantastic. I couldn't bring myself to bring her blanket with me at the time and when I went to pick up her ashes they had kept her blanket to give back and that was just worth everything. Priced well also. Thank you VCA

The experience with my first pet was good and they were kind and helpful! I was going to get my…read morenext pet established and accidentally missed the appointment and was informed my account has been deactivated since I was a no call no show. I received an email reminder 3 days before the appointment, but no additional contact was made. No calls or emails were received the day of the appointment or after. I never leave reviews... but this experience really bummed me out.

I am giving 1 star after today's fiasco . A couple of months…read more ago, our 13 yr old min pin was diagnosed with diabetes and cushings . The first nite she was ill , she wouldn't eat . Dr Kim prescribed insulin , vetoril and an appetite stimulant . We never used the appetite stimulate which was 50 bucks . I called and smoke to the you g woman who speaks so softly one cannot discern what she is saying .. she also can't book a simple appr w/ out putting one on hold ... I'm not sure what that is about, but really, neither here nor there . I called after the 1st shot of insulin, which worked like magic and told this young woman I would be bringing the appetite stimulant back as we had never used it, and all was accounted for . She said fine .. bring it in . My husband went to get BetteJoan's nails cut this morning , buy insulin, and return appetite stimulant . All good until he went to pay, and the return of the stimulant was refused . I generally take care of BetteJoan, so I asked to speak with this woman ( not the usual timid young woman aforementioned . This woman was rude and argumentative from the get . 2 times I poliely asked her to let me speak . Both times, she loudly spoke over me, The third time I attempted to tell the woman if she would not take the medicine back to just keep it and do what they wished with it . I , at this point, lost my cool and asked her to shut up so I could speak . She hung up on me, and my husband called me back to say we had been fired . I left where ai was and drove to Shaker Square ( we live near by on Shaker Blvd ) Dr Kim was standing at the front desk, and we greeted each other and I stated I was disappointed he had not listened to my side . A couple things I truly believe : the customer is not always right ... there are 3 sides to every story . I am still dissipated and told Dr Kim I believe his front office staff are a true representation of his practice . This true ; I drive my neighbor and her dog to him . He told us Sadie is in end stage liver disease and told me she would be gone in a month or less .. Sadie is still as mean and full of beans ad ever .. Doing fine . When the Dr was recently on vacation, a rather mean , uncaring type of woman was filling in for Dr Kim . Our Bette Joan was once again ill as before . I instinctively knew she needed to be upped from 3 units of insulin to 4 , but would not do it until she was seen This uncaring , unkempt poor excuse of nothing refused to see our dog . She I sister she was too busy and to take her 15 miles away to an emergency vet where a deposit of thousands us required to walk in the door . I insisted at the least BetteJoan's sugar level be taken. It was crazy high. I ssked if I should give her 4 units and was told emphatically NO . Ser how she is . I took her home , injected 4 units and voila .. our girl wad herself . When I asked Dr Kim if I had done the right thing, he said " absolutely yes " . At this point , after thinking of the day's bull---- I am relived we have been fired . Dr Kim's diagnostic skills are not top rate . He tends to laugh and shrug his shoulders a great deal . Good Luck - Good Riddance

My dog had a knee injury on fourth of july and I had gone to Metvet which they told me was going to…read morebe a 9 hour wait for him to be seen. My husband called WestPark and they were able to see my baby within minutes and I was in the waiting room no longer than 10 minutes. Our whole visit took about an hour and they were able to get my baby taken care of. I appreciate the staff for helping my boy Ace feel comfortable and helping us get him back on track.

I had previously had average experiences here but after my last visit I will not be returning. I…read moretook my dog in and told them he was Lyme positive. He was actively unable to move his limbs, had loss of appetite, swollen limbs, and was in pain. They did not text him further to see if his number for Lyme went up. Instead I was offered X-rays and a general blood panel. The day he left I asked for antibiotics that I did not get. He had an infected hot spot after they shaved it and I had to call back again two days later requesting antibiotics. It took twelve hours of calling to get a response from a vet for the antibiotics I asked for in the first place. I paid over $900 to get no answers on what was wrong with my pet. In one visit with another vet I paid a fraction of the cost to get an actual diagnosis

Very clean office! The staff is very kind and attentive. Dr. Jones is the best and super…read morecompassionate. She is very thorough and explains everything in detail. All charges for services and prescriptions are always explained before you pay. The staff always offers coffee, tea and water while you wait and will walk you out once the visit is over. I called once and didn't leave a voicemail and still received a call back. Excellent customer service. They have an online system where you can autofill your pets prescriptions. They call and text you to remind you about upcoming appointments. Customer service is top tier!

I will never take my pet here again. This clinic has dicked me around and flossed me for money I…read morebarely have. I brought my dog there knowing she has a UTI. They gave me meds and took a sample. No culture. I came back with another sample after the meds were finished and was told I'd get a culture bc how else can you prescribe the PROPER medication without one?! Her infection was already acute and I was told her results wouldnt come back for 7 days. This is now going on 2w of her having an acute infection that wasn't being treated w the right medication when they could've and should've gotten a culture the first time to see if those meds even worked and now i'm being told it'll be another 7 days of waiting. Then I get a call saying their lab had a power outage and the results would be DELAYED on top of everything. The results come back... again with NO CULTURE saying the infection is cleared when ik its not bc shes still symptomatic.... They told me come back in week with another sample. No. This has been 4w of wasted time and money. I'm now spending more time and money trying to get her PROPER care as she appears to be getting sicker. This clinic is unethical and lacks transparency. I'm a low income person. This whole ordeal has hurt me financially AND MY DOG. I'm incredibly livid and disgusted and no one there seems to care. The vet totally blew me and my questions off and told the receptionist to tell me if I'm so worried take her to the ER..... Disgusting. The heart is not in the right place there. Avoid it. Save UR TIME and possibly your pet. I'm now taking her to Dr. Morse who hasn't had his talking head receptionists blowing me off but instead talking to me DIRECTLY and treating me and my dog like family and explaining to me clearly everything he needs to do to actually RESOLVE THE ISSUE so it doesn't WORSEN like... getting a fucking CULTURE. My dog could be in PERFECT health right now if that had been done the first time. Now Im worried about kidney damage or worse as I try to get proper care. I think they count on ppl to not know anything or that they're being TAKEN ADVANTAGE OF. I'm utterly disgusted with their ass backwards procedures up there and priority to profit off the ill of living beings.

Everyone is pleasant and wants to help you and your pet.Our dog had behavioral issues through the…read moreroof. They counseled us and tried different protocals with great patience.

They had zero urgency to address a mass in my dog. As a result, he declined faster than their…read more"course of action" which was more a concern to keep finances internal instead of my dog's health (cancer). I lost my best buddy Monday, and their next appt for him was the following Thursday. The decline between them seeing him and his admission to the ER was substantial. And their claim that "your pet is our pet" is a load of crap. This clinic owed a duty of care, breached that standard of care, which led to the death to my dog.

I've been here a few times in the past year. The staff is…read morealways friendly and helpful answering any questions I may have. Sometimes I can get in quickly other times I've had to wait but they were worth it and the wait wasn't that long.

I recently took my 6 month old puppy in for a spay. I was able to arrange an appointment quickly…read moreand received a number of text and phone call reminders and instructions in the days leading up to her surgery. Anytime you are dropping off a pet for a surgical procedure, it is stressful. However the staff was warm, caring and went over the day in detail and showed a great deal of compassion. At pick up, the tech went over instructions very clearly and even checked back in with the doctor about sending home an additional "just in case" medication to make our girl more comfortable during recovery. Our experience could not have been more pleasant, and I am truly thankful for the quality of care our pup received.