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West Valley Pet Clinic

1360 S De Anza Blvd
San Jose, CA 95129 408-996-1155
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General Info for West Valley Pet Clinic

Animals practice treats
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Consumer Ratings for West Valley Pet Clinic — 32 Ratings

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Percent of customers who rated service "superior" for: | = average for all veterinarians
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Consumer Comments for West Valley Pet Clinic

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Consumer from San Francisco Bay Area
Jun 10, 2024
We would give 0 stars if possible. This clinic caused injury to my dog's ear--multiple bruises, abrasions, and swelling in his ear canal--then lied and refused to take responsibility. Several nights ago, we (my husband, daughter, and I) discovered a foxtail embedded in our golden retriever's right front paw. Unable to remove the foxtail ourselves, we contacted several vet clinics early the next morning. West Valley Pet Clinic was the only facility with an available appointment in the afternoon, and I was the one who brought our dog to the appointment. The appointment started as usual, with Dr. Brons conducting a general examination of my dog's eyes, ears, teeth, and heart. She specifically mentioned his ears were "clear" and "smelled good." This will be relevant later. Dr. Brons and her assistant then brought my dog to the operation room for the foxtail probing, which I did not witness. Things seemed fine until my dog was brought back to me. To start, Dr. Brons stated that she could not find the foxtail. My dog then began shaking his head vigorously, revealing extensive bruising and bleeding in his left ear. The most significant injury was a wound approximately 0.9 cm by 1.2 cm at the end of the vertical canal deep inside his ear. Even worse, I discovered that the foxtail probing had been conducted at the wrong spot. Dr. Brons refused to explain the cause of the bruises nor take responsibility for the ear injuries or procedure failure. She and her assistant exited the room and never showed up again. Approximately 15 minutes later, the office manager informed me that the owner, Dr. Nesset, was en route to the clinic. While waiting, one receptionist dared to claim that we mentioned an ear infection as the reason for the visit. This obvious gaslighting is extremely inappropriate for a supposedly professional facility. There is no chance we mentioned ear infection given our dog did not have an ear infection, confirmed by this clinic's very own Dr. Brons during the appointment. Upon Dr. Nesset's arrival, she briefly examined my dog's ear and insisted, "Trust me, this is definitely an ear infection, the scratch was caused by your dog. I am the most honest person in the world." I'd like to mention my dog is over 7 years old and has never kicked or scratched himself to cause one, much less multiple, wounds in and around his ear. Dr. Nesset then attempted to use a long cotton swab on my dog's bleeding ear, prompting me to shout, "Do NOT touch!" Dr. Nesset accused me of screaming at her and subsequently called the police. While waiting for the police, we listened to the recording of my dog's appointment together (FYI visits at this clinic are recorded since they use AI to generate medical records). Dr. Brons can be heard in the recording saying exactly what I mentioned previously--that our dog's ears were "clear" and "smelled good." I pointed this out to Dr. Nesset, who only nodded and did not verbally respond. I informed Dr. Nesset that her clinic cannot evade accountability by fabricating stories to hide their abuse of my dog, and that dishonesty would exacerbate the situation. Dr. Nesset then yelled back, claiming her reaction was justified because she was provoked. It is concerning to me that Dr. Nesset, this clinic's owner, has the philosophy that dishonesty can be "provoked." The second part of the recording, taken in the operation room, was filled with loud background noise of staff chatting and laughing. After listening for approximately 15 minutes, we could scarcely identify any information pertinent to the foxtail probing. The unprofessional conduct displayed during the procedure was evident, as the background noise indicated a chaotic environment with little regard for my dog's pain. It is apparent that my dog's physical and emotional well-being were not a priority, as this clinic's staff used whatever methods to forcefully restrain him. The next day, we sent our dog to an emergency clinic. This veterinarian treated the wounds in his ear with a one-time dose of an anti-inflammatory medication. There was no mention of an ear infection, again highlighting the lies told to us by West Valley Pet Clinic. Due to severe swelling and pain of my dog's paw, a second foxtail probing could not even be conducted without sedation. This clinic may have its moments of providing fine care but they exhibited such a massive lapse in empathy, professionalism, and honesty during this situation and we are utterly disgusted. I urge you all PLEASE DO NOT bring your pets to this clinic--the staff cannot be trusted to treat your pets well and will not give you the grace of honesty. Given how smoothly the staff immediately attempted to lie, I can tell this not the first time they've treated a pet/pet's owner this way and it will not be the last.
Consumer from San Jose, CA
Jul 19, 2023
Kind and caring staff. Experience with exotic animals. Experienced vet's and technicians. Clean and modern facilities.
Consumer from Santa Cruz, CA
May 15, 2021
I travel quite a distance to this veterinarian when I can easily select one that is closer.

...and 1 more consumer comment for West Valley Pet Clinic

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