College Hill Animal Hospital

I would like to extend a thank you to the entire team at College Hill Animal Hospital for 15 years of exceptional care for our family dog. Drs. Hesse and Pupkoff, Danny, Sarah, Lauren, and the rest of the staff consistently provided no-nonsense, compassionate support. From managing his allergies and illnesses to keeping him looking sharp with grooming, they were there for every stage. Most importantly, as our pup faced physical and cognitive decline later in life, they guided us with care and empathy. We couldn't have asked for a better team to look after such an important member of our family. Heartfelt Thanks!

All ego. Zero accountability. Lackadaisical treatment. I trusted Hesse with the welfare of my animals and I wish greatly that I had not. He is responsible for the extremely painful premature death of one of my dogs and the unnecessary ongoing suffering of another. Who has now received a more in-depth examination and comprehensive treatment plan in one visit from a new doctor, than in any of the many years at College Hill Animal Hospital and Chris Hesse. Shameful and Unworthy.

The service and price were great! My dog was treated very well even though he had a little accident before walking in. I was put at ease of his acute illness by Dr. Pupkoff, she’s great! We will definitely be going back as needed.

I came to this clinic because I’ve had a great previous experience here with Dr. Hesse, which is exactly why today’s visit was so frustrating. When I initially called to schedule an appointment for Monday, the front desk was helpful, professional, and proactive. They explained their Saturday walk-in docket is open from 8-12, had already pulled my information in the system, and communicated clearly. That interaction set the expectation and is the reason I chose to come in as a walk-in today. I arrived out of genuine concern for my dog, who had a rapidly spreading abdominal rash and was visibly uncomfortable wearing a cone. From the beginning, I was polite and apologetic about any confusion, and very clear that my dog is up to date on her rabies vaccination and that I wanted to avoid unnecessary or repeat vaccination. The issue arose because there was an error between the rabies certificate and invoice. Invoice showed a valid 3-year rabies vaccine in 2023, while the certificate reflected Zatara was due the following year was the incorrect information. I even had a friend go to my home to retrieve physical documentation. I also asked if we could at least begin the intake process or be placed in a room while my primary vet clinic opened, as they could quickly confirm the records. Instead of basic problem-solving, none of the documentation was accepted, and everything came to a standstill. This resulted in an additional hour and a half of waiting, wasted gas, and unnecessary stress while my dog remained in discomfort. All due to a clerical discrepancy that could have been resolved in a timely fashion. I understand policies and health department requirements. What was missing was discretion, flexibility, and empathy in an urgent walk-in situation. Rigidly defaulting to policy without attempting to resolve a clear documentation error is not patient-centered care. That said, once we were seen, the technician and doctor were excellent. They were kind, thorough, and professional, and I appreciated the care my dog ultimately received. Additionally, the pricing is very reasonable, which is a significant factor. While today’s front-of-house experience was disappointing, I will continue to return because of the quality of veterinary care and affordability. I hope this feedback is taken constructively, as improved front-desk empathy would greatly enhance the overall experience.

Having to say goodbye is never easy. The staff here, and especially Dr. Hesse, were so kind and empathetic. They worked us in 3 weeks ago, when we first thought it was time. But Dr. Hesse was able to give us just a little more time with Diesel, with the right meds. It was time this morning, and again, they worked us in. Then told us to take our time with Diesel once it was over. And I'll never forget Dr. Hesse's words. As he was walking out, to give us some time with Diesel before we left, he rubbed him on his forehead and said "I'll see you up there, Buddy." We could not have asked for any better treatment for us or for our beloved Diesel.