We needed a vet closer to home one day and now we don't want to go anywhere else. We have found…read moreall of the Doctors to be knowledgeable and able to easily relate to the animals while communicating with the owners. I even got my parents to bring their dog over which was a bit of a miracle and they are now customers as well!

Disconcerting ownership and poor customer service skills…read more brings worry to bigger decisions down the road - Red Flag Beware INCREASING CLIENTS MAY BE THE CAUSE OF LACK OF ONE ON ONE CARE You won't find many bad reviews here because there are some wonderful skilled and caring personnel that practice here- But what you will see is that all the low ratings here are are mainly based off of incidents involving LITTLE TO NO OWNERSHIP/ RESPONSIBILITY AS SOMEONE PROVIDING THE SERVICE on the business's end- which makes a strong case to be weary that this may not be the safest place for your loved ones when it can matter the most for life and death scenarios. On top of it, the customer service approach here to remedy and offer any sort of explanations to the incident - comes off like an AI generated default response with a dismissive and defensive undertone- A lot of "sorry you feel this way" again very little ownership of wrong on their behalf and points blame when they can at their clients when defending their company. I am a new client there some months back- Only saw Dr Brooke initially. I have asked for her on another occasion, but due to availability, I was given another vet. Dr. Brooke hands down leads with her love and makes the time to be caring accommodating human - on top of her professional responsibilities. She's the type of human who will go out of her way to call you to discuss something. If she says it , she does it. Very little people nowadays lead with that type of care for others. I can't say the same for any other doctor there. Fast forward to my first vaccine update visit just the other day and attempted to make an appointment for my dog to see his doctor for the shot( i had hoped) and have an updated vaccine... the reception team asked if I was coming in for anything else specific ? I later realized by saying no at this moment , I was then to be given only to a young tech and would have zero ability to speak with Dr. Brooke. Now here's where the entire issue stems. As a newer client to their "standard procedure", (i was told later over a text message) needing to specify an appointment with a dr versus a "tech visit" it would have been nice if the reception team would have been more acute to potentially that I may be unaware ( as a new client) that I wont see Dr Brooke unless I specify I need to see her! I have no problem following this procedure from here on out , but as I am learning this information , physically there at the desk- 8 ft away from dr Brooke- standing in a very tiny waiting area with no dogs in it aside from my well behaved dog, the best anyone could offer my quick ask of just a quick glance at a photo of a bump on his skin that comes up and disappears time and time again that my dog is having lately- a room of professionals, only could offer I make an appointment for the future. So as I stand there as the tech and the reception team shares with me this info, there was no sort of apologies on their behalf of how much of an inconvenience this has become. We all know our dogs aren't fans of going to the vet and the best offer here was while I was there come back???? For a quick face to face with any actual Dr? All I got was my receipts and an " I get it" from the reception team....If they got it, then they weren't trained correctly.. I was left feeling like there was a disconnect that there was fault on the side of the initial reception team who wasn't clear that I wasn't going to see Dr Brooke for his shot. Later, I was told over text by a nameless personnel ( a doctor perhaps?) there, " that I was offered at the time" over my initial appointment scheduling- this was false...unless that they assumed I already knew their "standard procedure." All it would have taken was willingness on their end to own it could have been handled clearer on their end initially making the appointment via phone and a simple apology. Nope, I got a lot of , "I understand you want an apology and responsibility from us, and I won't give that" attitude. This should make most weary when it could matter!

Dr Perkins has been my vet for over 30 years. I travel to see her. Very smart and doesn't recommend…read moreunnecessary testing.

They do a wonderful job caring for my dog when I go in (which is often because he's old). They…read morerefer to notes, the vets will call me back when I have questions about his meds or a diagnosis. They're great

This is a message for all local pet owners to be aware and for Animal Hospital at Thorndale to…read morereflect on... I'm not one to post on fb often but I feel this needs to be addressed. **Thorndale Animal Hospital** I am writing this message in utter devastation and fury over how my desperate call for help was treated on Friday, May 15, 2026, at 4:43 PM. Our beloved dog, Chubbs, was suffering through a terrifying seizure episode, and I felt utterly helpless as I reached out to your clinic for assistance. During my call, I was pleading for immediate help, clearly expressing the urgency of the situation. I could hear my dog in distress and asked if you could hear her too. I was assured that you could. Yet, when the receptionist returned after putting me on hold, I was met with an infuriatingly cold response: I was told to monitor her and take her to an emergency room if the seizures continued. When I begged to bring Chubbs in for immediate care, I was told that I couldn't come because your clinic would be closing at 5 PM. In that moment, my heart shattered, and rage consumed me. I was sobbing uncontrollably, struggling to understand how your clinic's closing time could possibly outweigh the urgency of my suffering dog. I could have made it there by 4:50 at the latest, yet my desperate pleas were treated as if they were nothing but an inconvenience. **my call with your clinic** Me sobbing and begging "please please let me bring Chubbs in. I don't know what to do for her and I have two young kids here. Your clinic "if she continues to seize being her to the ER (Blue Pearl in Malvern) Me "please! You are only 3 minutes away from me! Malvern is a good 20-30 minutes and it's rush hour now! I just need her to feel calmer for the ride. Please help me" Your clinic "you can't, sorry, we closing soon" Then I hung up on her. After that heart-wrenching call, we had to wait for Chubbs to calm down enough to get her into the car. Tragically, she suffered three more seizures during the ride--two in the carrier and one just as we were entering the emergency room. The sight of our precious baby being rushed away by the emergency staff, with them frantically shouting for medications and treatment permissions, will haunt me forever. I understand the severity of cluster seizures; I know that what Chubbs was experiencing was critical and there's not much your clinic could have done to prevent the outcome of her passing. But I firmly believe that her suffering could have been alleviated had we been allowed to come to your clinic, even for a moment of care. So you can give her some thing to calm her down, enough for the ride to the BluePearl ER. Instead, the last hours of her life were filled with anguish and terror--not just for her, but for my entire family, including my two young children, who were left helpless and confused. I tried to explain to you that we will be at least 30 mins away and it's also rush hour.... I am not upset because the vet couldn't save her; I am furious that we were denied even a chance to help Chubbs find some comfort. I am convinced that if the vet had allowed us to come in, those additional seizures in the car could have been prevented. The cold indifference shown during such a critical moment is absolutely unacceptable. It felt as if your clinic's schedule, you clocking out on time, you making it for what ever dinner or after work plans were prioritized over the life of a suffering animal, and that thought infuriates me even more. I urge you to reflect deeply on how your policies impact those in desperate situations. No pet owner should ever have to endure the agony of being turned away when their beloved animal is in such distress.

The worst "Customer Service" experience of my life! We went there about 20 years, but were finding…read morethem to be a bit pricey, so in March 2026, I asked basically this question on a Downingtown Facebook page "Any recommendations for a Vet in Downingtown, and not the Animal Hospital at Thorndale. Thanks." That is all I said. I didn't say they were pricey, incompetent or anything else. Just a simple query. We decided to keep our check-up appointment for our English Labrador Retriever in early May 2026 b/c they are close by, we know them, trusted them and they had our dog's records. My husband took off an afternoon of work to go with me b/c we have a big Labrador Retriever and he is a handful. We were in the exam room waiting for the Vet to come in when some very snotty young woman named Allie came in and said she was "The Practice Manager" and read me my Facebook post from March back to me, like I was in grade school. She was rude, accusatory and had a real attitude problem. She said "they were surprised we were back, after my Facebook post and she takes her job seriously" and asked what our problem with them was. I said they skewed pricey. She said they would recommend "lower priced Vet options" and subsequently lectured me in a very condescending manner on all of the costs a Vet's office has. No shit Sherlock. Next, she refused to have my Labrador seen there. My husband was absolutely livid in 2 minutes and walked out with the dog. My husband is literally the nicest man in the world and a well known and very highly respected Marshallton BoyScout Troop leader for 12 years. It takes a A LOT to piss him off. I stayed and was beyond outraged and I wondered why that stupid, snotty, rude young woman didn't call us before we trucked in there with our dog to tell us they wouldn't treat our dog. I am a 57 year old corporate lawyer and it was absolutely the WORST CUSTOMER SERVICE EXPERIENCE OF MY LIFE!!!!!!!! Sadly, they had provided excellent veterinary care for 2 of our dogs for about 20 years prior to this horrific experience! Very sad ending to a 20 year relationship. My own mother (she was a very well respected and well known private Golden Retriever breeder in Chester County for many years) sold the founding veterinarian practice manager (Dr. Joan Yarnell) a Golden Retriever back in the day. Such a shame....

Very caring staff. Knowledgeable and compassionate doctors. I trust them with my cats' care.read more

We brought my dog in for grooming today. She was in perfect health and had no issues when brought…read morein. We are overprotective of our dog and have canceled grooming appointments in the past for very minor health or physical issues. When we picked her up today she was coughing and having breathing problems. So much so, that we rushed her to her regular vet to be examined. Then we also discovered something is wrong with her leg after the grooming. She is now staying at her regular vet for observation all afternoon to make sure she is ok. We called Whitelands Animal Hospital to find out what happened during her visit to cause these issues that did not exist before her visit to them. We spoke to Dr Frost who was immediately very rude and defensive. Instead of addressing the issues, she berated us saying we took forever to pick her up. As they know, we live 15 mins away and immediately left the house to pick her up. There was no delay in picking her up. Perhaps they should call 20 minutes before a dog is finished to make sure there is no wait in pickup or ask owners to stay very close by if they don't want the dogs waiting around. We never had an issue with picking her up in that timeframe previously. Dr Frost also refused to accept that anything may have happened during the grooming to cause the injury to my dog's leg. She said my dog barking caused her breathing issues. Our vet does not agree. It is very concerning that a doctor would be so defensive and completely refuse to investigate what happened any further. This is negligence. We will not be giving Whitelands Animal Hospital any future business and if you care about your animals and their wellbeing I would not feel safe leaving them in their care.