Royal City Paws Pet Centre

I have found the staff and vets to be somewhat cold and felt on a couple of occasions like sales were being pushed as a priority

My 3 dogs absolutely loved Dr. Watts. She was very thorough, and we discussed in great detail the best health options for my dogs.
I'm glad we found a new vet for my dogs. And they are so close to Surrey Central, too. Just over the bridge. And it's like a pet mall. All in one place! Groomer, vet, and supplies. Couldn't get more convenient than that. Thanks.
Mimi

Professional, informative, and friendly. The staff is always very real with me and explains all of my options. They're very dedicated to making sure that your pet gets the care it needs in the most manageable way for you. We had to get our cat's teeth removed a few years ago and the staff helped keep that process as smooth as possible, and called to check in on how our kitty was doing. At other vets, it has felt like we were intentionally being bled dry, but Paws has always been honest with us about our options, even when our choice might make them less money. We initially switched to Paws because they're a little closer to home, but once we did, it was like night and day compared to other vets we've seen. Highly recommend!

Unprofessional staff who are very rude. They don't communicate well and really is the epitome of all that is wrong in the veterinarian world. Money hungry.

Called to ask for a script to be sent to a pharmacy (something i have done before with other vets). After 2 phone calls.no one mentioned any fees for this.i have now received an email
' Attached please find your invoice for the writing fee that is required for medications being scripted to an outside pharmacy.

Once the invoice has been paid in full we can proceed with faxing the script for the Trazodone to Shoppers Drug Mart. '

you could have told me this on one of the phone calls we had.this place is only after your money
they dont care about your pet
only their bottom line.they want to charge 22.05 to simply send a script to another place that is more convenient to you

if you get your script directly from them, they OVERCHARGE.i called and they could care less that they are 100% unprofessional.
All you had to say, on the first call was. - by the way, there is a surcharge of 22.05 for this -theres nothing wrong with COMMUNICATING that to clients. If you expect clients to stay with you and PAY you, you need to also do your due diligence.when i asked, how come you couldnt tell me during our first call.its unprofessional.the response i got was 'ok'

Best veterinary clinic I've been too!
I'm from chile and I was so scared because I dont know how a veterinary would work here. But they made my experience so easy and pleasant, and even my baby Mila was happy!
Fully recommend it.

Paws Pet Centre took amazing care of Archie for his exam. He can be quite timid but warmed up to the staff and was relaxed for his visit. They treated him like family! The Dr was thorough and explained everything to us as she went through his check up. Thank you for making him so comfortable!

I sent email explain what is happening with my cat to get directions, asking how to schedule a time soon, they never returned to me.

Shaved a quarter of my cat then gave up due to "aggression"

Cats are cats, deal with it, get a harness or muzzle or something

There is only pay parking on main roads but you can find free parking on side streets if you don't mind the extra couple blocks. Otherwise they did a great job on my Bud.

I told Kelly of Paws Pet Center that I felt there was needless UPSELLING of additional tests for my dog who is known to have recurring bouts of UTI every other year. Suddenly instead of the usual collection of urine/testing I'm being asked to pay for X-rays to search for gallstones? The symptoms presented were precisely the same as in all previous occurences.only this time this veterinarians testing regime had changed. When I challenged Kelly for justification she presented herself as being offended, and then she banned me from entering her clinic for suggesting that her practice is needlessly upselling tests - but she also banned my friend who had nothing to do with our argument and she wasn't even there! Banning us from veterinary care was unnecessary since I effectively fired her clinic but banning both my friend and I from buying dog food seemed petty and childish. As a professional in my career I would have set aside the time to justify why there was a sudden change to procedures in order to retain clients, clear up misunderstandings, and retain my reputation.but not Kelly!

*UPDATE*
Response: If you put this much effort into being combative and accuse me of exaggerating (which I find extremely infuriating that you would lie) instead of actually being able to accept constructive criticism and move forward with training your staff then you wouldn't be seeing these 1 star reviews. Seems like all you care about is ratings. As I emailed you this exact message over a week ago with no response and not even within 24 hours, you're replying here.

I am extremely disappointed in the customer service we've received since starting my account here as you are rated the best veterinary clinic in New Westminster and the Greater Vancouver area.
I have already emailed you about this, and of course, there has been no response or apology. I have since switched clinics to the guildford Animal Hospital, and I am extremely happy.
Here are some points from the visits to warn others from coming here:

• Actually charging $10.00 for a first-time late fee right off the bat for our first visit with no prior warnings (6 minutes late)

•General rudeness by one of the vetinary assistants  (sighing, blaming faults, lack of enthusiasm)

•Showing up early or on time and being ignored and made for our pet and us to wait outside in cold, windy, and raining weather for about 15-20 minutes

• Lack of communication such as; (one incident) going to the counter for our appointment and being told to sit in the car and wait to be called only to be forgotten and ignored for 20 minutes and then when we came back to check to see what was going on the vetinary assistant said they would never say such a thing and blamed us for not coming back.

• When promised an invoice and breakdown of things done in the appointment, it is forgotten, and when we call for one. The receptionist had no idea what an invoice was, and I was treated like it was so much trouble (sighing) and that he was doing me a favor by sending the invoice.

• Charging fees without telling me prior. On one occasion, I was promised an invoice as the charge was very expensive and wasn't  told as to what was being charged ($450). After phoning to get the invoice sent to me I noticed there was a $50 consultation fee that I was not told or have any knowledge still to this day what that charge was as it was not charged in any other appointments. The Feliway diffuser and refill were also put in with her medication refill even though we said we would be purchasing those products elsewhere.

• Not providing the services promised, such as for nail trimming. I found out later at home that they did not do it. In the next appointment I mentioned this and the vetinary assistant said they would get it done and after the appointment she said it was hard to cut the nails and once I arrived home we noticed that only a few nails were trimmed and the ones that were trimmed were covered in blood. She now does not let us cut her nails.

• Quick to charge us $35 dollars for a missed appointment even though the appointment was rescheduled to a different day and was also confirmed. We were then blamed it was our fault for not confirming the switch, and when showed screenshots of the proof, there was no apology.

•The final incident and the last straw were when we were running about 5-10 minutes late because our pet was hiding and running around the house, and we had been trying to catch her for about 30 minutes. We called 10 mintues before her appointment to say we would be there about 10 minutes late (we agreed to pay the late fee) and then they told us no and that we were not going to be able to come by anytime that day because her appointment is so short that they can't fit her in anywhere (which is a contradictory statement). We were already in the car on the highway with our kitten, and we had to turn back.
It's very stressful for our kitten to go outside, and this was needless stress caused for her. Even though we paid roughly $500 for her package (was told 300) and she still needs her rabies vaccination and spaying ($600 ESTIMATION), we will not be returning

The staff here were excellent in solving our dogs hair problems thank you so much we will come again

We brought our mini dachshund in today for a full groom and we’re very pleased! Tina did exactly as requested and our Sadie came out smooth and sleek with a lovely “tail fan” Most importantly she was calm and happy obviously not too scary an experience for her.

Took my corgi/American Eskimo dog there first time ever he has been groomed. They did a excellent job. I was so shocked at how my doggo looked in the end. It was amazing! My dog has a bit of aggression/doesn’t like his paws touched. He was muzzled and they had no problems! 110% going back next month! Thank you Alice!

Unprofessional. Was told to come here from a coworker. Left hundreds of voicemails. They claim they called me. Never did. Child bah. Don’t bother calling me lol I found a better groomer near my place. Turned me down right when I walked in gurrrrl bahhhh!

I can not say enough good things about the staff and doctors at Paws. I bring my cat and puppy here, and everyone treats my pets with kindness and compassion.
My emails full of anxious concerns are always replied to with patience and understanding as well as great advice.
I have never been pushed to buy extra things, and everything during checkups is explained so clearly.
I feel so confident taking my pets here and recommend this vet to anyone else looking for the perfect place to bring their pets to!

Thanks as always to Dr Stinn and her staff. Their care for my senior chihuahua is exceptional. I feel so confident after a visit to the Royal City Paws office.

Adrienne and Katie really show that they care about my senior pup. Thanks for the excellent nail trim today. Ringo definitely benefits from having both groomers working together to keep him calm and less wriggly!

I have been taking my pets here since they opened and recommend them to everyone! The doctors and staff are amazing and have always been very compassionate and patient with my fur babies and me. You can hear the genuine concern for your pet in their voice, they take all precautions they can to ensure your pets health and safety.

No can do attitude.
1) They won’t print your pet’s health documents but you get them in email. They lost the vaccination records for my pet and I had to resend them my copy.
2) The manager won’t provide (under any circumstances, which is suspicious) their signature for health certificate for travel. Had to switch to other vet because they insisted I had to pay fees to travel agent in order for them to sign the papers. Even the government travel representative said they haven’t heard about a case of vet refusing to sign travel papers.

Also, don’t forget to put on your mask before entering, it’s their strict requirement at any time. Lastly, don’t expect to ever walk out without paying a $80-100 fee for check up, re-recheck, etc.

I have been using this hospital for 4 years.
When I went to a regular checkup every year, the doctor checked the naked eye and gave me a vaccine.
He said he was worried because my dog ​​kept licking his feet, so he said it could be because he was just bored.
After Corona, the dog went to the hospital alone and was tested, so I couldn't check what kind of test the child was getting, and I couldn't hear enough explanation.
Today, when I moved to a new hospital and got tested, the doctor said that I had an allergy by looking at the skin color of the dog's paws, and immediately conducted an allergy test. In addition to that, I carefully inspected each and every detail that you asked me to check.
I really regret why I didn't change the hospital earlier.
Why didn't the doctor at Rayal city paws pet center know that you can tell if you're allergic just by looking at the color of your skin? The professionalism of the doctors in this hospital is questionable and I am too angry to leave a review. Don't just take money, inspect it properly.

Our senior cat, Red, just had his first visit to Paws as he has not been himself lately. Not only were they able to book an appointment for us when no other vets are accepting new families, they fit us in a day early due to a cancellation. We knew immediately this clinic was the one - Brooke and Geoffrey were wonderful on the phone, the vet assistant absolutely lovely, and Dr. Kayla took the time to explain our options, and left it up to us what tests we wanted done. There was no judgement and no pressure. As a team, they took us in at one of the most stressful times and treated Red like royalty. These are the people you want caring for your furry family members! We left feeling better than when we walked in, thanks to everyone’s compassion and sincere kindness. Thank you!