Leave a Review Small Door
Rude, unresponsive, and only cares about money
I really believed Small Doors advertising about trying to make vet care simpler and easier. And the idea of having virtual messaging was attractive. However, once you join, they are unresponsive and rude. Since being acquired, they don’t staff their customer service and there’s long wait times. They refuse to cancel memberships and won’t let you delete your data.
I’m so disappointed because what they could offer would be amazing, but it’s clear they don’t care.Show lessDCSpaniel
24/7 telehealth is a complete lie
Listed help email is a false email address. This place will just take your money and actually you can't even see bloodwork result. They either gatekeep the information or they completely forge of any document. At an ER, we requested to share the bloodwork result to avoid paying $1000 again as that's what small door charges every time you go in with membership. They refuse to share the result and their telehealth is completely nonexistent when neededShow lessSansa Lannister
Worst app ever
There is no way to cancel the auto renewal on the app… you have to write and message to cancel your subscription, even after your poor pet has DIED. Despite two requests to cancel my autorenew subscription and a third request through the chat feature, I give up. No one at SD ever responds. SO frustrating.Show lessBereaved pet owner
cant make appointment via app
always stuck in page location selection. It’s happens regardless devices im using( tried with three different devices already). It’s been a long time, thus every time I have to make a phone call to get an time slot for my visit….sndjccnd
Friendly
Boomer is very leery of any vet but he seems to be very comfortable with everyone at the Springvalley location - very automated and very competent folks from the front desk to all the people supporting the Doc.
Very nice!boomerthedog
They charge for membership for a dead pet
Small Door keeps charging me for membership for my cat who passed away a month ago. I've been with Small Door for a few years, and I DO NOT recommend it. I gave them the benefit of the doubt multiple times, but they kept failing.
The only pros:
1. They relatively quickly react to various paper requests (travel, vaccination, etc.).
2. They allow me to stay in the same room with my stressed cats to calm them down while they are taking their annual bloodwork. That's the only reason I kept paying for membership, as it was important for me to reduce my pet's stress whenever possible.
Cons:
1. Their diagnostic methods are questionable and seem unprofessional.
– They diagnosed one of my Maine Coons with arthritis without even performing an X-ray. While the complaints - lack of activity, sensitive back - can suggest arthritis, they can also be indicative of other health issues. So, a thorough physical examination, followed by diagnostic tests such as X-rays/ultrasound, is necessary to confirm a diagnosis. They didn't recommend or insist on any of that. Even after I explicitly told them that I don't care how much it costs, if it helps my cats stay healthy, I am happy to pay for it.
– A professional vet doctor knows the importance of a cardiology check-up (echocardiogram, an ECG) before dental cleaning and any procedures that require general anesthesia. Especially for breeds that are predisposed to heart diseases (like Maine Coons). Doctors at Small Door seem to not care. They never mentioned or recommended it for my cats. I am not even sure that they have an in-house anesthesiologist to monitor a pet.
– Again, a professional vet doctor understands the importance of abdominal ultrasound once per 1-2 years. Many serious issues and tumors can't be detected at early stages without it. Doctors at Small Door seem to not care.
2. One of my cats (the one they diagnosed with “arthritis”) suddenly died. In less than a minute, without any visible reason. Three months before that, I did an annual check-up at Small Door - bloodwork & urinalysis, physical exam. The doctor said, that everything including tests looked great, no issues were found, and the only thing they recommend is dental cleaning.
3. After my cat suddenly passed away, I messaged Small Door, sent them papers from the emergency room, and asked them to cancel the membership for her. They said they will do that. They lied. A month later, I noticed that they keep charging me for the membership for two cats.
4. I can't wait for my membership for the other cat to expire this year. Small Door doesn't allow membership cancellation, so I am forced to continue paying for it for the next six months or so. Even if I am not happy with their "professionalism" and don't want my other pet to suffer because of it.
To cancel auto-renewal, I had to waste so much time on them. They agreed to cancel auto-renewal only after I filed a BBB complaint.
It seems like Small Door is not too familiar with the idea of preventive care and diagnostics. This ignorance of proper preventive diagnostics can cost a pet a life.
They do care about signing new memberships and posting IG stories with free drinks and a fancy lobby. But that's not what a vet clinic is about.Show lessNimira M
Love Small Door but not the “refer a friend” app notifications
My dog had surgery yesterday at SD and, honestly, I have zero complaints. They have been amazing in all aspects during this first year of his life. However, since yesterday I have received countless “refer a friend” notifications from the app. I don’t know if it’s a glitch or what but, Lordy, is it annoying!Show lessJanelDC
Rigid and unhelpful
Lacks humanityMaisie266
Issues Canceling Auto-Renewal
It’s been challenging to cancel the auto-renewal for my membership after I began payments. I’ve been a loyal paying member for several years, so this experience is especially disappointing. The app lacks any options to manage membership or auto-renewal, and I believe this is intentional. I was unpleasantly surprised to encounter such unethical business practices from a company I considered progressive. I reached out to the support team via chat, and they assured me, “Our membership team will reach out to finalize your request”. Yet, 6 days have passed without any communication, and my auto-renewal remains active.Show lessPicture function fails
When I was trying to add a pet and get an appointment, it prompted me to take a picture, but as soon as I did that the app shut down, and all progress of adding the pet was lost. I tried several times and thought maybe my iPhone was at fault, then I tried with my husband’s android, it had the same issue. Eventually I realized I didn’t have to take a picture, but that was very frustrating and I lost the available time slots during the process.Show less貓頭鷹竇
Developer Response
Thank you for reporting this issue and I'm sorry for all the frustration it caused! We will get this fixed ASAP. In the meantime, feel free to send the photo to our staff and they can add it on your behalf. Thank you for being a valued Small Door member!
