Heart + Paw

Amazing service, lovely doctors! My cat, snowball just chilled in Dr. Nicholes lap so comfortably and even purred! They made him feel calm and treated him with kindness and patience. Thank you so much!
Apr 3rd, 2024

Great job grooming my two pups, I feel very comfortable leaving them there. The staff is professional and makes sure that the animals are comfortable, safe and happy!
Apr 3rd, 2024

Everyone was very nice and thorough, will be returning
Apr 2nd, 2024

Apr 2nd, 2024

I visited Heart + Paw on two occasions. The first time, my cat lost a tooth unexpectedly and they were able to fit me in for an appointment on the same day. Wow! The staff and the doctor were wonderful. Seemingly kind and caring, they offered me an estimate for cleaning my cat's teeth. They estimated between $860 and $1070. After some research, I decided to use Heart + Paw for the cleaning as the estimates were reasonable in comparison to other vet charges in Philadelphia. I paid a $200 deposit and we were ready to rock and roll. I had no reservations. The surgeon met us in the lobby to go over the process. She indicated that they could potentially have to remove teeth during the surgical process and that there would be a charge if that happened. I was NOT prepared for her call and the charges. She suggested that the charge was nominal enough not to be specified. She called during surgery and said that she suggested removing 3 teeth. I agreed that she could proceed- then she said my new bill would be over $2100. I went from a low estimate of $860 to a bill of $2150. I was stunned, completely taken off guard. I had been unable to work much due to problematic vision issues, my income had been tiny. I was not prepared mentally or financially for my bill to double. After surgery, the vet called to say that the procedure was a success. Of course I was grateful, but when she asked me if I had any questions, I asked her why the bill grew exponentially without warning me of the very high cost of removing teeth. Yes, I should have asked specifically about the charges I might expect, but she indicated nothing during our conference prior to surgery. Weirdly, all other charges were discussed in detail prior to surgery. She just conveniently left those potential tooth removal charges out. She did NOT like the fact that I asked her about this. I was not rude or aggressive, I simply asked why this was presented in such a manner and explained why this was a financial blow at the wrong time. She got defensive and rude immediately, though she knew she had no ammunition in which to attack me or defend herself. She simply said, in the most condescending tone possible, that I could have declined. And I responded, mirroring her tone exactly, that yes, indeed I could have declined. After that conversation, I never heard from her or the staff again save for an emailed summary visit. No follow up whatsoever, no call, no email, no texts regarding my cat's health. None. They followed up incessantly after my first visit, probably just trying to get my business instead of actually having concern for my pet. Being upset with me for calling out your questionable business practices is one thing, but ignoring and showing no concern for my pet is unconscionable. It is so deeply unprofessional, incredibly rude and very disappointing. They care about the money, not your fur baby. Be warned.
Apr 2nd, 2024