100.0% would refer friends and family to us

4 stars Verified customer

Fees were not accurate and had to be corrected. Courteous staff.

5 stars Customer since 2015

Very friendly & caring staff.....

1 stars Verified customer

Always want to sell you things you don't need, trying to take as much money as they can.

They don't listen to concern; after dog got vaccine, had to be taken to the emergency due to allergic reactions.

Luv-N-Care Animal Hospital of Windermere replied:

We appreciate your feedback, and we are truly sorry your visit with us was not what you expected. Our first concern, and priority, is the health and well-being of your pet. Our veterinarian will always recommend the most current, accepted treatment protocol as the standard of care. As such, some of those recommendations will impact the cost of the visit, especially if the physical exam findings, identifying issues that need to be treated, were not expected (for example, if a pet has signs of an ear infection, such as debris in the ears, along with redness, and/or odor, or a skin infection with redness, hairloss, or pustules). It is not our policy, at any time, to recommend services or products not intended to prevent or treat a condition, or improve the quality of life of that pet.

We also strive on ensuring our clients feel heard with any concerns they have, and that we provide the accurate information necessary to address them fully. Again, we are sorry we did not make you feel heard.

Regarding the vaccine reaction, it is our policy to inform clients of potential vaccine reactions, and ensure they have contact information for the emergency clinic of our choice. Unfortunately, a vaccine reaction can happen at any time, even if the pet has not had one previously.

As the manager of our practice, I would very much like to speak with you about your concerns, and the service you experienced. However, because this is an anonymous review, I am unable to review your pet's medical record or contact you. If you are willing, please call our office (407-217-7700) and ask to speak with the manager. Thank you.

5 stars Customer since 2015

Just popped in to pick up prescription refills for my Husky. Love the staff and Dr. Martinez - always a pleasure to deal with.

Luv-N-Care Animal Hospital of Windermere replied:

Thank you - we appreciate you taking the time to let us know how we are doing!

2 stars Verified customer

Overpriced, and they never fixed any issues I had with my dog. Test after test and medications all for skin issues. Spent over a thousand dollars for my dog to still itch! They were a nice staff, but that doesn't help my dog. Would only take if there was an emergency. They seem competent.

Luv-N-Care Animal Hospital of Windermere replied:

Thank you for your honest feedback.

I am so sorry your experience with us did not meet your expectations. Our priority is your pet's health and well-being, and providing you with information to help in that endeavor. Skin issues cover a very broad spectrum of conditions, including allergies (environmental/inhaled group known as "atopy") in particular, and Florida is known for weather and conditions hard on our pets immune systems. Conditions that can cause itching range from simple (such as external parasites like fleas), to conditions (true allergies) that require a multi-modal management approach including a prescription diet, medication to alleviate itching, medicated baths, and even immunotherapy. We can treat symptoms of atopy with the above mentioned regimen; however, the only way to diagnose the specific allergen(s) is through skin, or possibly blood, testing.

I am unable to research your pet's visits with us since this is an anonymous survey. However, I would appreciate the opportunity to assist you further, and determine where our communication may not have been adequate or clear. If you would like to follow through with this, please call the office and ask to speak to Natalie (me), the manager and I would be happy to help. If preferred, you may also email us at [email protected], and we can look into your pet's medical record to further assist you.

5 stars Customer since 2017

Great service.

Luv-N-Care Animal Hospital of Windermere replied:

Thank you!

4 stars Verified customer

Staff took great interest in the dog's health. The doctor followed up the next day to advise the results of tests that had been run.

Luv-N-Care Animal Hospital of Windermere replied:

Thank you for your feedback and kind words!

5 stars Customer since 2016

Dr. Broodie was efficient and gentle with my small dog. She diagnosed the problems and came up wi a treatment plan. Follow-up via phone the next day and an appointment for 2 weeks later to confirm infection gone,

Luv-N-Care Animal Hospital of Windermere replied:

Thank you for your survey and kind review, we always look forward to providing you and your pet with the best care possible. Have a wonderful day :)

2 stars Customer since 2014

The dog food I ordered was not in stock after confirming with Melissa the day prior. After searching for the dog food I decided to just purchase flea and heart worm medicine. All this took over 20 minutes. Not a typical experience but I expect to be able to pick up the particular dog food I use that I buy specifically from luv n care to be in stock when I've been told it is.

Luv-N-Care Animal Hospital of Windermere replied:

I apologize, again, for the miscommunication on our part about having the food in stock that day, and thank you for your feedback. We ordered it and, unfortunately, it did not arrive as we had expected with our Thursday shipment.

I tried calling today to let you know we reordered it and expect it to be here Thursday, and left a voicemail for you. We will use this as a learning tool in communicating with clients, and ensuring we confirm we have an item in stock. Thanks again!

4 stars Customer since 2015

I boarded my dog for a few days and asked when I made the appointment that she receive a bath prior to pickup. I called on the morning of pickup to confirm that she would get a bath and was told that, yes, it is noted in her file and that she will receive a bath. When I picked her up she was unbathed. I am disappointed.

Luv-N-Care Animal Hospital of Windermere replied:

I am so sorry we did not meet your request to have her bathed before pick-up. As we discussed, I have addressed the miscommunication between my staff to prevent this from happening in the future. Thank you for your feedback - Cookie's next bath is on the house for your inconvenience. We look forward to exceeding your expectations in the future.

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