Newmarket Animal Hospital

We took our dog to a new vet and contacted Newmarket Animal Hospital to request a copy of her medical records. The first time we called no one answered the phone so we left a message which was not returned. We called back and this time spoke to someone on the phone. They said they would email me my dog’s records. After waiting a long time and still not receiving the records we called back again. This time we were told that we need to request the medical records in writing (which was not mentioned before). We sent them an email requesting our dog’s medical record. They replied to this email stating that our dog was seen by Dr. Potter and determined to be healthy. We replied again and explained that we requested her complete medical file as we wanted to transfer it to her new vet. They replied again stating that we need to be more specific about what we’re requesting. We replied again stating that we don’t know how we can be more specific but stated again that we want her complete medical record with Dr. Potter’s notes. They did not respond to this email.

At this point we contacted the Practice Advisor for the Ontario College of Veterinarians. She sent us a copy of the College’s Professional Practice Standard: Medical Records which states that the information contained in a medical record belongs to the owner and a veterinarian is required to provide a copy of the requested components of the medical record to a client within 2 business days of the request. At this point it has been two months since we requested her records. We forwarded this email to them and threatened to file a complaint if we didn’t receive her medical records by a certain date and finally got them. It’s ridiculous that we had to go through all that hassle just to get her medical records.

My old pug Benny had been having some dental issues lately and my good friend Leyna from @k9toothhaus_official who usually takes care of Bens teeth for me recommended I take him to meet Dr. Potter and Lori to take a look at his abscessed tooth. What we thought would be a day of just going home with antibiotics turned into a day of tooth extractions lol. They were so comforting and kind… I was very nervous about putting my boy under anesthesia because he is almost 13 but they assured me everything would be fine and I put my trust in them and I’m so glad I did, I really couldn’t be happier! They truly care for animals unlike our regular vet who my dog is terrified of. If you’re looking for a trustworthy, animal loving vet, I highly recommend this place.
Thank you Dr. Potter & Lori for everything!

Worse experience. They don't care for the animals only your money. They are nice on the phone but once you are at the clinic they will leave you waiting until they start asking for more and more test for you to keep on spending. Run from this place.

WORST animal vet ever! Not recommend at all!
Two ridiculously stories I have to complaint and share with everyone who want to come and visit:

First one: Bought two of my cats there for vet check about Cat Acne, arrived on time for appointment, this senior male staff was chatting with his co-worker at the back and came out after 20mins later. Charged us $180 CAD for less than 5 mins check (Two Cats) in total, there's no weight measurement, no body check nothing at all! Just look into the acne area and sent us home with the medical, two weeks later the acne area got worst, sent them email never respond back. We went to another vet and got it fixed in only two days!

Second story, sending my dog for spay surgery, after the surgery, we been asked to pay extra $350-450 CAD I don't remember exactly, due to the fact that she's under period and it took extra hour and effort.

The place is old and rundown. Don't let your pet suffer with their treatment and cold attitude!

We have been bringing our dog and cats here for 6 years. Dr Potter and his team are all totally professional and wonderful with the animals. They have helped us with serious and not so serious situations, during happy and sad times. Would not want to go any where else with our pets,

Will "care for your pet" for a week. Then, when you sadly need to pet your dog down, he's "too large to handle" even though we grasped at all options (like we would lift him and transfer him where he needs to go) my elderly in-laws put a bunch of money into trying to help their pet, only to be left a balance on their credit card, and with a number/referral to a "really great mobile service" I'm certain these aren't the same vets we saw a few years ago when we personally had a dog going there. We felt cared for years ago. What my in-laws went through, unacceptable in my opinion.

In response to your reply, thanks for your condolences. As you stated, you Tx Echo for a week and could clearly see he was not doing well and his prognosis wasn't good. Anyone without a trained eye could see that he would likely need to be euthanized. Still you chose to Tx Echo over a week and only told us at the VERY end that you would not be able to care for him. He was struggling to walk well before those last hours. If it wasn't something your staff could have handled, it should have been communicated as such. Instead, we were left scrambling calling places. At the end of the day, he wasn't well, his gait was slow and guarded at best and you were well aware of his size and should have

Absolutely horrible, my dog ate pills and I could tell she was very sick all the doctor do was check her eyes and give her drops. If we have listened and waiting till the morning she would have died. I am very disappointed and upset.

Took my Italian Greyhound here for a dental and he did great. I returned to pick up a tail wagging happy dog. Their prices are VERY reasonable (like half) of downtown clinics. It’s still owned by the vet not the conglomerate buying up all the clinics downtown. It’s easy to park there and there’s a mall across the street where you can wait if your dog is admitted.

My cat got blocked and couldn’t pee, I was lucky to get him in and looked at. Since it was long weekend.
They did his surgery during their office closed which meant a lot to me.
They truly care for our pets and worked on their off days.
Lynn, Lori and Dr. Martin has given my cat a new life. Thank you to Lori for showing compassion and had given me her personal phone number to reach out.
Prince is now fully recovered and doing well

Called and left a message (as no one answered) for an emergency with my dog. No one returned my call. Called 5 more times — no answer. Two hrs later still no phone call back. Atrocious.

Excellent facility. Vet techs and Doctors exceeded our expectations in service. They listened and offered the best solutions and to return within 24 hours if no improvement. Our spoo is all better and we were so grateful. You are awesome!

Had an amazing experience today with such a wonderful and caring group of people. Called up with a dog issue and I was promptly told to come in and my dog was taken care of.

For the first time, I truly feel that the standard of care was directed at my dog and not my wallet. I went in for a second opinion/ emergency service and left with so much more.

Going forward this will be my regular “goto” for my dog and I hope if you are reading this review and trying to find a place to trust that you will give Dr Potter and his team a try as I am so happy that I did!

Wonderful people here! Saved my cat after we went to another vet that just sent us home. They are so kind and care so much about animals and people. Glad to have found a new vet for my babes here in Newmarket after moving from Barrie.

Amazing vet, has helped me out a lot when other vets said they couldn’t do anything he saved my dog.

As a client of this vetranian hospital, I am quite shocked to read the negative reviews as I have had multiple emergencies with different pets and also have had pre booked appointments, all of which the staff and Dr. Potter went above and beyond to accommodate us in the emergencies and during our scheduled visits were nothing but kind caring and compassionate. This is a animal HOSPITAL as well as a vetraniay clinic and sometimes you have to wait. And each time I've had to wait, it's been because the staff were working diligently to save someone's beloved fur baby. To hear the claims of rudeness and bad care makes me sad. I know that the staff here work very hard and emergencies happen. To go online and make such hateful comments is wrong. I understand that one can become frustrated when the outcome isn't what you expected but in our experience, we have never been misguided by Dr Potter or his staff. In fact I witnessed a emergency come in and saw the staff promptly work to save her life after being hit by a car. So to those who complain about the service here, maybe have some empathy for the animals who are in critical condition and although you are left waiting, it's not without communication. I felt compelled to write this review because I don't want the public to think that Dr Potter or his staff are uncaring or unprofessional. He and his staff are the absolute opposite. Caring and professional.

Tha you to Newmarket animal hospital for the continued care of our fur babies Boss (2014~2021) Boscoe and
Stall appreciate your service.

We were directed here for a surgical consult for our dogs tumor. We were told the vet was excellent and had done significant amount of surgeries for this type of tumour. We had all our bloodwork and ultrasounds and xrays sent over. The vet looked at the lump and said ' this isn't something I'd touch and said we should consider another vet'. 99.00 consult fee later I left the clinic in tears. They made it sound like coming here was to schedule surgery and we left with nothing but another dent in our pocket. We are almost at the point where we can't afford further treatments. How many more consults and fees will we need to undertake before we even get to a surgical option.

I would of given zero stars if I could. This place is very unprofessional and the staff are really fake and rude. I used to bring my dog here for grooming and would pick up his medications for his diabetes. The receptionist rarely answers the phone which is stupid because they have a huge sign on their door asking clients to call when they arrive yet I’ve always had to knock because no one picks up the phone. They also have a habit of not calling when your pet is ready to be picked up. My dog would have to sit in their kennels for hours after being groomed because no one would let us know he was done. My last time going there I tried to see if there was an issue with the phone number they had on file but the receptionist refused to call the number they had on file in front of me because “it was a waste of time. ” Would never recommend bringing your pet here for any reason.

We've used their services for our 2 cats and my new puppy and have always found them to be very kind and caring! Highly recommended!

Brought our rabbit in tonight to get looked at. Everyone was lovely! When I phoned to set up the appointment the lady was so nice. The receptionist tonight was great, even though they were behind due to an emergency. Everyone in the clinic was super nice! Great first experience, likely not the last as we have a dog and two cats as well!

Used them once and sadly, to put down our family dog. They have a private room for such cases and were extremely accommodating and compassionate. We had not dealt with them in the past but will use them as our regular for moving forward. A personally written condolence card a few days later with some of our dogs hair, sealed the deal.

The staff here are amazing, they took good care of our sick dog, Chloe, and when it was time for her to go over the rainbow bridge, they were very supportive.
We have a new puppy now and we would not even think of taking him anywhere but here. The cost for different things are very reasonable. I always say, you get what you pay for, and our furry family is worth every penny.
I have recommended many times, one of my friends will drive from Oshawa to come here.
Picture below is our new happy, healthy puppy Cooper

Brought my Henry handful here today after years of allergies and trying multiple vets.
I was really happy with the way they handled him. Bully breed but I got no discrimination here.

Very reasonable prices. Very friendly staff. Very clean clinic. Will definitely be coming here as my regular

Great veterinarian clinic. Such kind staff. Take all 3 of my cats here and have never had an issue. Dr. Potter is an amazing vet and is super knowledgeable and caring towards your pets services and needs.

Rude, unprofessional, dismissive, not knowledgable, will rush you, lie to you, and if you try to explain something they did wrong they will turn it around on you. 0/10 would NEVER recommend this vet to ANYBODY. Other vet clinics have called them unprofessional and when the other clinics asked for specific information regarding a client's report, they provided minimal information. Do not trust them. Friends have also reported how disgraceful they are. People need to know how harmful this clinic is. Please do yourselves a favour and run far away from this establishment. They should not be caring for animals, they only care about the pay cheque.

Amazing people work here, super kind and friendly and would recommend this place to everyone, there prices are amazing! Definitely my go to vet for my fur baby now.

Do right by Pepperoni and her owners. This is unconscionable as people who service animals. Don't rip people off and harm their pets. This shouldn't need to be said.

DO NOT GO HERE. If you love your animals, find another vet. This clinic is extremely unprofessional and cruel. They never respond to voicemails and requests, the staff are incapable, and the "vet" and "vet tech" there will KILL YOUR ANIMALS and dose them improperly and not own up to it. They will dismiss you and treat you like garbage. Just because they are close to you doesn't mean you should go. If you need an exotic vet, take the time to drive.elsewhere - otherwise risk losing your animal. WORST PLACE EVER.

Very patient and kind with my injured hamster. One of the few vets in the North East of the GTA that sees small animals. Knowledgeable and caring staff. Big physically distant hug!

I’ve been with this vet with three different cats and I have always been pleased with them. They are always friendly and helpful and you can really tell they care deeply for the animals. My kitten was sick and we were waiting for our appointment and the receptionist gave me a bunch of supplies to clean him while we were waiting. The prices are also reasonable and they never try to over charge you. Even as of late, with the pandemic and longer wait times due to that, they are equally as friendly and helpful.

Angels do exist & her name is Lori! I am absolutely amazed at this hospital! I couldn't believe that they stayed in till 1030pm operating on my little Spike (he's 10yrs old&6lbs)! I honestly thought that he was dying when Lori promised me that he would be OK before we left (we're from S. S. M) and she kept her promise! It was so emotional when I had seen him.we both started to cry. He's a new puppy all over again! She loves what she does and it shows! She had no idea that I almost lost my mom a couple days before and she saved my little man. I will be forever grateful! They've got enough experience (&enough patients) that you can be sure that they won't be wasting any time or money on a bunch of unnecessary tests like most other vets. This is a place where healing begins and Spike is living proof of that! Thank you so much!

I just took my pets here. I dealt with Debbie, who is a sweetheart. However when I asked about my total- I spoke with Laurie. She was so unbelievably rude to me and asked me why I was in “her face” about asking about my total. I was completely shocked. She said, “so what do you want? You want your money back! ” Then she went in the back.and walked away. I have never been spoken to with such disrespect. I will be calling the owner to let them know what kind of staff they have here.

We have been going here for years and they always exceed our expectations! The price is always more than fair. Our animals (and we have many) are treated with so much love. All of the staff are exceptional. I would highly recommend Dr. Potter!

The best vets in Newmarket, knowledgeable, friendly experienced Veterinarians. Best prices in town. They are a full service clinic, no sending out blood samples to labs and charging you for the lab fees for a simple cbc like another clinic I've been to. Many yrs of experience, and they do equine as well. These vets saved my dog in a very difficult surgery and I will be forever grateful to them for there kindness and care. I'm a retired veterinary technician so I know how difficult that operation was. I highly recommend them to all Newmarket pet owners who love their four legged babies and want the best care possible at reasonable prices. To Nancy Rofail I got ya girl, as I said I worked in the field and I would have been fired if I had ever spoken to a customer the way she spoke to me! Glad she's gone, makes your experience a great one. Your right Debbie is a sweetheart I've listened to her talk to customers on the ph and she realizes that our pets are loved like we love our children well most people do, and she talks to you respectfully!

Very corteous and super nice staff. The vets are very knowledgeable and their prices are more than fair. I actually shopped around atleast 50 places before choosing Newmarket Animal Hospital and they had the best prices. I take all of my animals here and have been satisfied every time. Thanks Newmarket Animal Hospital

I am so happy with how they take care of our furbaby Lager! We have been coming here since last summer and would not go anywhere else. Everyone is so lovely to deal with and very compassionate. I know our cat is in great hands when we leave him there. I highly recommend Dr. Potter and his team

The worst staff you will ever encounter. When asked why I was not notified of policy changes the staff and one of the owners were beyond arrogant and rude. When I asked to speak to the vet/other owner I was dismissed so incredibly rudely. They will happily take your money and make you wait everytime but when confronted with a simple question you are no more than garbage on their shoe.

We’ve been coming here for eight years. I can’t say enough great things about this place. Dr. Potter, Lori and team are so kind and generous. Whether an emergency or annual check- ups they are ALWAYS accommodating (excellent hours of operation), very reasonable and just overall AMAZING! I highly recommend. Thank you so much!

I have nothing to say about the vet. He seams like a nice person. But the older lady at the reception is very rude and their scheduling is really bad. I went there three times and all three times I had to wait over 45 minutes. Looks like they don't understand the meaning of an appointment. I have to take time off from work for this. I always mention this over the phone and the tell me is no problem. Just come and you will see the doctor in time. But it never happens. And for this I won't go there anymore.

I went with my 6-month old puppy to this WALK-IN emergency pet hospital, and was set on hold for a couple minutes after specifying my dog needed attention ASAP. Due to fear for our pet, we banged on the door to get someones attention. The vet on the phone said they were not taking walk-ins as i specify we're at their door. We were not quick to be helped and accused of poisoning our puppy. ARE YOU KIDDING ME? ! One vet was considerate, but the other left a horrible taste in our mouths; Worried pet parents. Wow.

Open, kind and caring vets office. Been coming here since Ace was a pup, he’s now 5 and we never looked back! I feel very comfortable and able to speak openly and ask all questions I have and the answers I get are always informative with options so I never feel limited or forced. Highly recommended!

Best place to bring your Italian Greyhounds, they really know the breed. Lovely, loving people.

Our dog got sick during the Thanksgiving holiday weekend, almost all clinics were closed but they stayed open to check on my pooch.

My dog was diagnosed with pancreatitis which led to a turbulent and sad two weeks concluding in her passing.

However this clinic went above and beyond during the 2 weeks to make sure my dog was looked after. She had to stay at the clinic most days to get IV and they treated her like family, watching her and trying to make her happy. They talked to us during the whole time to keep us updated and were invested in trying to get her to recover. I know they did everything in their power to try to help my dog and were compassionate to us when we were a mess in this situation.

Kindness and compassion: 100%
Services: exceeded expectations
Facilities: good

Thank you to the owners for being outstanding people,
We were lucky to have you

-Laura

We are very happy with this vet! The front desk was fantastic about returning our message and fitting our dog in for an emergency. Staff is very friendly and helpful! Dr. Potter was super nice and efficient. I felt we were taken care of and charged a reasonable fee

(Tara Alwan) Initially, I was nervous to bring my cat here, considering that I was coming from Woodbridge and there were a lot of good, but expensive vets in my area, however, I brought my 20 year-old cat in last night because he hadn't been eating, drinking, or pooping for the last week. I expressed to the technician how important this cat was to the family and she reassured me that they were going to do everything in their power to get my cat back home. After some quick, and fairly cheap assessments, my cat is now fully back to eating, drinking, and pooping. Both the technician and the vet seemed to care greatly about the cat. I would definitely drive the 30 minutes just to go back. Would highly recommend.

Our kitten was sick and they did so much to help her get better. They knew us by our first names and everything. This vet is very helpful and cares about the pets and family's that go in there

Friendly staff. The vet and his assistant were amazing as they got down on the floor with myself and my 120lb baby and got the job done.

I brought my 16 year old cat in to be seen. We were able to get an appointment quickly which I appreciated. However after the initial appointment I was told they would be in touch regarding xray results. Waiting over 2 weeks, with me calling constantly to follow up. Turns out they never even sent the xrays to be read. So unprofessional. Especially when the xrays are detrimental to my cats health. Would NOT recommend going here.

Dr Cinthia Mak, the front end staff Emily L, Lisa and other team members are caring and professional. I would recommend this clinic to everyone.

Always reasonable prices and they take great care of the animals. Been going here for a while, and have had so many great experiences

This man is a hero in the animal world. Dr. Potter was the only vet that would see my dog and help her. He didnt care about money, her health was the most important when I ran into his office frantic. He saved her life. Words cant express how grateful I am. Highly recommend

The experience we have had with Dr. Potter, Lorie and the rest of the team at Newmarket Animal Hospital cannot be described in words. To say they are amazing is an understatement. We stumbled upon them as we were looking for a new vet and walking into their location was the best thing ever. We recently had to go through trying to help one of our older cats that already had some existing health issues. They went above and beyond to try and help and were very supportive along the way. If you want the best care for your pets, this is the vet clinic of choice. To everyone at Newmarket Animal Hospital-thank you. You will never know how much the kindness you showed to us and our pet Monkey means to us!

Unfortunately, our family was forced to put our dog down during COVID-19. The staff at Newmarket Animal Hospital couldn't have been nicer or more accommodating. We were very happy with the way our appointment was handled and we even received a condolences card from the staff in the mail a few weeks later.

I highly recommend this vet clinic based on our experience.

Both my daughter and I have gone to Newmarket Animal Hospital with our pets and they are truly a caring compassionate group of people. Everyone we dealt with was kind and understanding. I highly recommend this vet.

Highly recommended absolutely my new forever vet we needed care for our new rescue puppy during the difficult Covid-19 times and they were there for her so kind and understanding I have never felt so comfortable and confident truely a positive experience thank you for the very special care you guys are absolutely the best ️

I have brought my rabbit to this animal hospital a couple of times. Dr. Martyn Potter and his staff and very nice, caring and knowledgeable people. Always friendly, smiling and doesn't pretend to know everything. Thank you so much for your care. Chilli

Honestly as soon as we walked in with Apollo they checked vitals and was so friendly attentive and checked everything in detail to make sure Apollo was ok. Thank you

Fantastic clinic. Awesome hours, great staff. Really compassionate, and really care about you and your furkids.

Amazing staff here at Newmarket Animal Hopsital. They always accommodate Thor our american bulldog and they are so gentle and kind.my dog has no anxiety when visiting here and we know hes in amazing hands. Hes a big guy.and can be intimidating but we never once had an issue with this location. They do need to address with some clients to keep thier dog leashed from the vehicle to the vet and up until they return to their vehicle. A dog ran up to our dog in a very excited manner which made us all feel very nervous.and almost resulted in a dog fight had my son not been present it would have likely resulted. Some older dogs do not take well to.excited pups.and this can be dangerous. Keep your dog leashed in this plaza.

We brought our Dutch shepherd in a emergency and they handled it perfectly, took us right away and did not charge a fortune. And they were all so very nice. Will make them our regular vet now.

They cancelled my account because my pets had separate accounts. They are the ones that created the account. Very rude staff.

The nurses and veterinary doctors that work there are very friendly and helpful. Yhe prices are fair and they try and work with you to find the best treatment for your sick or hurt animal friends.thanks to all caring people there, my dog is doing great from the care he recieved at the hospital.

I needed to buy cat food for my special need kitty. A lady helped me with my purchase. She was friendly and knowledgeable. They also employed the sweetest and the most handsome boy working there named Junior. Junior handled the whole office wholeheartedly and really enjoyed his treats. I am definitely going back.