Novato Veterinary Hospital

I would give zero stars if it was an option. I am new to the area and need to establish care with a vet for my dog. I found Novato Vet Hospital and went by the reviews trusting that she would be in good hands. Unfortunately, this was not the experience we had. One of the services we needed was a sanitary shave which my dog has had countless times without any incident, it was not so this time. The area that was shaved is now red, irritated and clearly hurting her very much. Though I wasn't there to see it happen I can only imagine what must have taken place to have such a careless job done. As a result of this, since we left two and a half days ago, my dog is constantly trying to lick the area, won't eat and won't go to the bathroom. She won't even stand up exposing her back side and this is NOTHING like her normal behaviour. She is clearly traumatized by the experience and now we have two other huge problems to deal with that have the potential to cause even bigger issues (not eating, not going to the bathroom). I understand that perhaps this was a one off and every other shave that happens there is fantastic, but all I am concerned about is that this one was not and as a result my dogs well-being has been compromised and we will now have to find a new vet and pay for an initial visit again. Consequently, I spoke to a manager and asked for a refund for the shave and the visit, but was willing to still pay for the other service performed. I felt this was completely reasonable and anyone who knows anything about customer service (I worked in the industry for years) knows that the appropriate response it to take responsibility and refund the payment for services that were substandard. That is assuming this is not what always happens and it was below their normal standards. With almost no discussion I was told I would not be getting a refund and as I was speaking to the staff member I could hear Dr DeMaio in the background telling that person to get off the phone and get back to work essentially dismissing my call and my concerns. I have worked with many wonderful vets and was so hopeful that we would be lucky enough to have found another in the area. Since I can't turn back time and not take my girl to this vet I would at least like to help others make an informed decision before deciding to entrust the care of their precious pets to this vet.

We have been looking for a new vet that is not part of a large corporate group (our previous vet clinic has sold out to private equity) and were very pleased to find Dr. Di Maio and the Novato Veterinary Hospital. It was unfortunate circumstances, but Dr. Di Maio and his team couldn't have been more compassionate. They told us the facts, and let us make the decision, albeit a very difficult one. We will certainly be bringing our other pet to Dr Di Maio and any other critters in our future (and there are sure to be more).

Im a 15 year old student, I just had the opportunity to participate in a 5 day shadow day. I spent five days observing and sometimes helping tasks performed by the doctors here. I can say with confidence that this crew is organized, sympathetic, caring and extremely pet friendly. I highly recommend coming here if your pet is in need!

Dr. Dimaio and his staff are wonderful people committed to providing excellent care for animals. I highly recommend this firm if you are looking for a great veterinary clinic to trust with your family pet's health needs.

We have been going to Dr Demaio for a few years now,he is truly the best Vet for our two adored pups.He is very thoughtful,caring but most of all very thorough each and every time we have needed him to treat our pets.Their staff is also amazing..Thank you Dr D!Snoopy & Molly