My Nonprofit Reviews

Where do I begin? My notes follow but suffice to say I had a horrible experience with the Angell ER team. My cat died after 10 hours in ER care this spring (late May - I have not wanted to relive the event but feel I must to warn others). Go anywhere else. Blue Pearl Charlestown or Waltham, IVG Woburn or Natick. They are staffed w/board certified vets. Tufts Grafton has residents (hopefully supported by experienced vets).

I attribute my cat's death to lack of care; they didn't follow my directives. After the fact, support staff/customer service said 'misunderstanding, miscommunications' but I could not be more clear - SAVE MY 4 YO CAT! Not only did my cat die, she and I were both traumatized by the experience (I'm still haunted - I took her in to save her not prolong her death).

My story - I brought my cat into VCA because she was lethargic 24 hours and was not getting better. The VCA vet said 'rush to Angell' because of bradycardia/low temperature. VCA actually rushed me out the door w/my cat because SAVING THE PATIENT comes first. Unfortunately they recommended Angell ER (but it was close).

I was greeted by reception - $150 please and you have a cat or dog and what's my matter? I handed over my credit card and a vet tech took my cat back to the ER area (eventually I got a look the ER area which was filled with crates, isolation lacking). After 30 minutes I was approached by Dr. K who said an echo-cardiogram suggested cardiomyopathy and an Xray suggested a formation of fluid starting in my cat's lungs. Didn't I want to consider euthanizing the cat? NO.

Mechanical ventilation was then recommend and I agreed. But what about fluids and blood work? Tests were necessary and Angell ER didn't have answers. I was whisked off to the finance office for a better assessment of costs ($2k was the estimate for current care but ventilation was extra). Dr. K had not provided a new estimate and I thought to take my dog (in the car) back home and return. Shortly after I departed Dr. K called and said "you didn't leave a credit card?" I noted I gave them credit info upon entry and asked for "fluids, blood work". Dr. K said they did limited blood work but still no fluids.

I was on my way back immediately. Lapsed time 1 hour. Upon my return, I was again asked by Dr. K to consider euthanasia. NO. But she said my cat was acting 'neurologically inappropriate' (I later learned that she experience a brain hemorrhage at Angell). I asked about ventilation. The cat's heart was working overtime and the kidneys, needed help. My cat's condition was growing worse!

I was escorted by Dr. K to finance yet again. The new estimate was $15k, half up front. I have credit limits and was not offered a payment plan. Plus the estimate was 'all over the place' (I have an MBA and I had a hard time making sense of it). I asked to speak to a manager - but no one was available? And I spent 5p-6p (visiting hours) in finance or in the lobby waiting on finance. Frustration apparently, I grew angry.

Dr. K had a solution. Withhold ventilation - because I had a hard time with a $8500 deposit (based on current care in 7 hours, I was disappointed and unimpressed - where were the experienced vets? Managers?). At 6p I had spoken rather loudly 'Do you only care about money?' and Dr. K said 'I care' (first time). But I brought my cat in at 11a, and at 6p, she was getting worse - due to lack of care.

Resigned, with a $2K credit for my cat, I left Angell ER to decompress and tend to my dog, other pets at home. I was called by another ER vet at 9p to tell me the cat had arrested; I got there 16 minutes later - 1 minute after she was pronounced dead.

I was traumatized. I stayed maybe 2 hours longer with my cat's lifeless body and went home. Why did I come? Why did I come to Angell?

My assessment, post-partum: #1 - financials/money first (not the patient), #2 - primarily inexperienced staff (first year residents have little experience). I note the formula is maximize the financials (based on Carter Luke's salary, I have reviewed the 990 filing and see the vet staff is motivated to bonus based on financials).

Please. Go anywhere else when you have to go for ER care. Sooner or later management will notice competition taking revenue away and hopefully respond with PATIENT FIRST and EXPERIENCED VETS. Given the choice of how you spend your money, all other things being equal, save the life of a pet! I wish I could travel back in time now.

Be forewarned. If you have a terrible experience and want to write to Carter Luke, he won't address the concerns - the director of customer service/care and the director of vet ER are called in to defend Angell's ER team (I was told my staff to file a complaint w/the board - but they will side w/Angell?). You have options; choose to save a life.