VCA Sugar Grove Animal Hospital

Reviews

• AM

  Austin Mitchell

  Nov 13, 2025
  1.0
  Took our dog, Samson here because he was having trouble walking. The vet checked him and said it was arthritis and give him medication to help him. A month later, it’s gotten worse. We took him to a different Vet and they checked him and he had a brain tumor. If we found this out originally from this location then we could’ve helped him sooner before it gotten any worse. Be warned for those who adore their pets. This location could lead you to somewhere you can come back from.
• BM

  Bob Myers

  Nov 6, 2025
  3.0
  Very kind to me and my dog. But way overpriced for what it is. A wellness exam and to give him medication for arthritis was 500$. Ridiculous
• MJ

  Mona Jalal

  Oct 18, 2025
  5.0
  I cannot be thankful enough to Dr. Cassie Lothery and Vet Assistant II Alia. We first spent sometimes with Alia. She took thorough notes and she is very sweet not only to animals but also nice to people. As a first time dog owner and a 6 day mom of a 10 weeks Newfoundland puppy I have been very overwhelmed. I came here due to a free wellness coupon I received on Facebook. I just showed Alia the email I received for coupon and I was all set. Alia suggested me to get CareClub junior at $66 which is a great deal despite having FIGO insurance with vet visit included and wellness basic (since it only covers one wellness). This allows me to have peace of mind knowing my puppy is in great hands. Let me tell you, I came here with puppy being in Chillicothe Animal Hospital on October 6, with no problem and quite healthy, and assuming I am here just for him to have a wellness check and establish a vet in Indiana. Well, starting right off, Dr told he had skin infection (he’s been scratching his belly and neck a lot past few days) and gave him antibiotics. She also showed me his ears were really dirty and they gave me a medication for ear flush. Alia very patiently showed me how to administer it in both ears and did his first dose. They also gave me dental powder for topping his food. They confirmed the Hill’s Science large puppy brown rice and lamb suggested by his breeder (who is also a vet tech) is great to continue. Further, they gave me guidance on plan of care and we established the next two visits for vaccinations. I work full-time and for me Saturday appointments are a must and unfortunately in my own town of Columbus, Indiana not many places have Saturday visits or if they do they are books for months. So this was very important for me that they do have Saturday visits. Dr. Lothery was super nice to my puppy. I have been thinking about microchipping my puppy for two reasons first since he has been super playful and loves front and side yard sod and likes to jump around when I take him to them. Second reason is that FIGO insurance told me since I have Costco executive membership, I have free access to Pet Watch 24 so I though it may be time for him to get microchipped but I was very anxious about process and was afraid he would feel pain. When I saw how nice Dr. Lothery and Alia are, I was able to trust them and know my puppy is in good hands. They told me my puppy didn’t make any noise and was super calm during microchipping. The front desk staff was very nice to BooBoo too. She wrapped a bandana sprayed with Pheromone that calms down puppies a bit. My puppy was not anxious but my drive home is like 50 min and I thought this was a great idea for that purpose. Alia trimmed my dog’s nails for free. This was very sweet of her. Dr told there is no necessity for my puppy being groomed on October 25 and suggested I cancel my grooming appointment. I am very happy she went out of her way to explain everything to me very well. I believe combining FIGO insurance (with 15% Costco discount) and CareClub junior is a great way to save for medical bills. Prior to my visit I was given clear instructions and was able to chat with medical staff about my questions prior to visit. It is very important for me to be able to sms/chat not just call to get answers given the nature of my full time job. They also have very nice lawn side of their office. BooBoo enjoyed some lawn time after his visit there.
• KP

  Kirsten Phillips

  Oct 4, 2025
  1.0
  We initially chose VCA Sugar Grove due to its convenient location and the Care Club membership, which seemed like a good fit for one of our dogs. While the medical care from the vets and vet techs has been competent, the front desk staff, particularly the office manager, made the overall experience increasingly frustrating. Our dog is highly anxious, especially at the vet, and we’ve gone to great lengths to minimize her stress, including using prescribed “fear-free” medication prior to appointments. I originally scheduled her annual vaccines online but then called to confirm the timing would work under the Care Club coverage. I was told we needed to reschedule and was given a new appointment date that should have met the requirements. When we arrived for that rescheduled appointment, after medicating our dog and taking time off work, we were told we were still two days too early and they could not administer the vaccines. This was extremely disappointing considering I had taken the step to confirm the timing in advance. I stayed calm and we rescheduled once again. At our second attempt, I was met in the parking lot by the office manager, Jen, who informed me that their system was down and no patients could be seen. When I expressed my frustration, understandably high at this point, she offered no empathy and seemed extremely dismissive of the situation. I explained that this was the second failed attempt to get our anxious dog routine care, and asked if there were any options available. She simply stated that the visit would be comped, which didn’t make sense since we were already paying through the Care Club membership. She provided no meaningful solutions and made no effort to acknowledge the inconvenience or stress we were experiencing. I told her to cancel our membership and that we would seek care elsewhere. She walked away without any further discussion or attempt to help. Since we had travel plans approaching and couldn’t find a new vet with availability, I walked into the clinic to try and speak to someone else. From the lobby I could hear, what I assume was Jen, loudly yelling in the back about me. I have never experienced that level of unprofessionalism in any setting. It was disturbing and uncomfortable. Fortunately, a vet tech came out, calmly reviewed the treatment plan I had on my phone, and was able to administer the necessary vaccines. She was compassionate, helpful, and took the time to find a solution. I genuinely appreciated her professionalism in an otherwise very stressful situation. While I take full responsibility for being frustrated, I simply could not keep taking time off work and medicating our anxious dog in hopes that this clinic would follow through on what should have been a routine appointment. I understand that systems go down, but the lack of communication, empathy, and leadership, especially from the office manager, made an already difficult situation far worse. We will not be returning.
• SB

  Sara Taylor Makeup & Beauty

  Jun 18, 2025
  1.0
  I had an email sent to me for a “Welcome back Kali we’ve missed you” referring to my cat that has obviously been there before. It was pertaining to a free wellness exam since we had not been there for a while. I scheduled in and went back in. The young lady at the desk was nasty about the email. When I checked in she instantly needed me to text the screenshot to a number that wasn’t even the correct number. She could clearly see the email was from VCA SUGARGROVE and saw the whole email that said we’ve missed you… I then went into the room where the lady Jessica took notes of Kali and I mentioned the email and she stated she would have someone check. The young lady at the front desk came back in and asked again about the email and I explained it… again. She stated I needed to text it … again to a separate number which now was a manager to see if they could take it. She said all that information in such a way like she was telling me my cat way dying , in such a somber way. She asked if she could take my cell phone …. Out of the room I was in … to show the doctor… I said no. Whoever can come in here but you’re not taking my cell phone . For what reason ? She stepped out to where the doctor was then came back in to my room and said so we have to wait for the manager to respond and have to make sure this isn’t a scam because people lie and I can’t verify this email. I told her AGAIN the email came from the office directly to my email and had my cats’ name in it as well as mine?? She saw the email for her own eyes and touched my phone to scroll through it which I didn’t appreciate or tell her it was okay to. The doctor came in and did the examination. The young lady came back in afterwards and said the doctor was just going to go ahead and verify the email to see if I was good to go. Doctor came back and walked me out and told the young lady I’m fine the email is valid. I did get a text back saying thanks for sending the pictures of the email. This was a little too much from the desk lady. I don’t understand why she had to be involved so much. The whole time it felt like I was in some sort of interrogation over an email. The way it was already super quiet and then the manner of the conversation , talking like it was a death . Weird interaction. I won’t , by any means be coming back for any reason. Kali had two small mats on her belly which was my only concern and I needed them taken care of . With the handling of some email and the lack of trust and unprofessionalism from that , I turned that down and I’m figuring elsewhere to go. I’m not going to give business to anyone that insulted me over an email. I felt horrible when I left. Nobody even said anything to me but her.

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