City Line Veterinary Center - Moline, Illinois

Calvin Dane

This is a thank you and a glowing endorsement for City Line. This past Saturday was our last day with our cat, Butters. Given his age and declining health, while it was not a surprise he might soon pass, it was still an emotional event for us. Despite how busy the day was and how many other pet owners were there for help at the clinic, all of City Line's staff were attentive, patient, helpful, compassionate and comforting. Thank you City Line for making our rough day a little easier, we are happy to have you and your staff in our community!

L S

They have a wellness package I've subscribed to for over 3 years for multiple animals. Initially it was fine, but then they started charging us for services that were covered because we came on the wrong date. This hasn't a misunderstanding on our part, they send postcards, texts, emails and have an app that all provides the due dates. After this happened in July, I called and spoke with someone for a while to make sure I was completely sure of how the program works.

Since they're a first come-first serve walk in clinic, you check in and let them know why you're there, which makes sense. Apparently they don't actually verify the services in relation to the wellness package at that time because we always find out that the services we're there for aren't actually due. We usually find out when they tell us the total due.

Today, which was the due date listed on the postcard, the text messages and app, we took our pet for routine care. Once again, no issues were brought to our attention at check in so we waited an hour. Luckily for us, we were told about the double billing (wellness package that covers vaccines they've said are due through multiple channels and the cost of the vaccines is we weren't package subscribers) prior to services being rendered, but after having wasted an hour of our time.

When the history of this was brought to the employee's attention, we were told:

1. All of the reminders are wrong.
2. The reminders being wrong is a known issue.
3. The front desk employees aren't trained on the details of the wellness package.
4. The only way to get accurate information about the wellness package is by contacting the care coordinator, who will not be in office until Saturday (today is Thursday).
5. The only way the vaccines we were informed were due will be covered is if we bring our pet back in 2 weeks.

Previously, I've been told by multiple employees that a condition of the package is that all services must be done prior to or on the due date. Since this contradicts everything else I've been told, I requested this information in writing and was denied. So essentially after being told that the information they provide clients with is almost exclusively inaccurate (see bullets above) the worker was unable to guarantee that I would be able to use the wellness package I pay for.

Worth noting: the wellness package is $38 a month ($10 more than when I signed up but that's besides the point). I have 2 pets so I pay them over $900 a year for what amounts to nothing more than my own frustration. I don't know about you, but I'm fully capable of being frustrated for free.

I haven't actually canceled yet because unlike the woman who laughed in my husband's face (truly. I wish I was making that up, I'm not rude and I don't want to take my annoyance out on the person who answers the phone. I'm hoping I don't have any issues with canceling but if I do, I'll be sure to add that to my review. Today is October 17th. I've attached the reminders from their app.

Edit: While they weren't able to get a letter saying they would perform a service at a later date, they were more than happy to mail one dumping us as clients. (Attached). The exchange was between my husband and an employee while I was on the phone. No yelling occurred. We asked for clarification because they don't seem to know their own rules. Apparently their only rule is don't question them.

Update 2: they obviously canceled the wellness package of their own volition as I have not communicated with them regarding this at all & then sent a bill for that honor! I've attached the itemization and the past due sticker they kindly affixed (note: this is the only invoice they've ever sent me). Honestly, I thought they'd leave us alone given that this was clearly not a good relationship on either side but apparently they're just really petty.

william muck

I just want to start by saying I can’t thank everyone at this establishment , my dog was very sick and it was 6:10 and they quit taking walk ins at 6:30 they got my dog in and got her checked out , the doctor took her in for emergency surgery and didn’t get out until 8 they close at 7 . Again thank you guys so much our dogs always went to white haven but you blessed us and we will be back ♥️ Bella loves you guys ? & so do I

Kyle Helm

Made the mistake of taking our Newfoundland Koda here in May 2024 as we could not get in to our normal vet (should’ve went to the emergency clinic or waited for our regular vet). He had been limping, and we suspected ligament damage. After finally getting him in their clinic, we were told he had a severe sprain and given pain meds. A day later, nothing changed, and we took him to our normal vet. After 30 seconds at Animal Family (highly recommend them), they said he had a torn ACL and neurological damage in the leg. We had to make the difficult decision to put him down.

I don’t normally write reviews, but I hope this helps someone avoid the false hope we received from this clinic. Go to your normal vet. I don’t know how his injury was not detected by Cityline, but I’m not worried about it going forward because I’ll never take another animal to this clinic.

Adrianna Corby-Winn

My pets have had care at City Line since they opened and I have never had a poor experience. I received a very thoughtful card when I had to put down my elderly dog, and now I have a kitten who is also getting great care. I have not had to wait long and the techs are friendly and efficient!

Chris Humphrey

The worst veterans I have ever known. All they care about is money. My cat has been on insulin for almost a year. They would not give me enough to get him through for a week until I got my social security check which I had the money to pay for it they wanted $450 dollars for a office call that day they was very rude to me on the phone then I went to the office to talk to them they said we told you on the phone we would not sell to the insulin very rude again I called another vet told him what was going on he called me in a prescription at Costco no charge city line was just going to let my cat die they didn’t care very bad veterans shame on you. Be ware senior citizens

Twin Flames

I asked for a teddy cute on my havaneese puppy and they kennel cut her and gave her a shot that was not requested. They shaved her so short I’m afraid she won’t ever get her curls back. This should not have happened my do was a little teddy bear and so happy and now she looks almost bald. This is not a good business practice I don’t care what reasons they may have but they gave none and acted like it didn’t matter.

Br0k3n 2

I am writing to express my deep disappointment and frustration with the ongoing issues I have experienced with my wellness package for my pets.

My pets have been patients for over three years and have consistently relied on your clinic for their healthcare needs.

Initially, I was satisfied with the wellness package. However, I have encountered recurring problems where I have been charged for services that should have been covered under the package due to incorrect due dates. Despite receiving multiple reminders through postcards, texts, emails, and your app, these inconsistencies have persisted.

In July, I contacted your clinic to clarify the details of the wellness package and ensure that I was following the correct procedures. I was assured that the system was straightforward and that I would be informed at check-in if any services were not covered.

Unfortunately, this has not been the case. This is the third occasion, I have learned about unexpected charges after waiting for hours, only to be told that the services were not due according to the package.

Thursday October 19th, I brought my pet in for routine care on the due date as indicated on all your communications, including calling to verify the week before.

Once again, I was not informed of any potential issues at check-in. It was only after waiting for an hour that I was told I would be double-billed: once for the vaccines covered by the package and again for the full cost of the vaccines.

When I brought up the history of these issues with the employee, I was informed of the following:
* Incorrect Reminders: All reminders sent to clients are inaccurate.
* Known Issue: This is a known issue that has not been addressed.
* Untrained Staff: Front desk employees are not trained on the specifics of the wellness package.
* Limited Access to Information: The only way to obtain accurate information is by contacting the care coordinator, who is unavailable until Saturday.
* Unfulfilled Promise: To have the vaccines covered, I would need to bring my pet back in two weeks.

This contradicts previous statements from your employees regarding the requirement to complete all services on or before the due date. I have requested written confirmation of this information but was denied.

I am deeply concerned about the recurring inaccuracies and the lack of accountability for these issues. The wellness package is a significant investment, and I expect it to provide the services it promises.

I kindly request you explai. In detail how you plan to address the inaccuracies in your communication system and ensure that clients receive accurate information about their wellness packages.

Given the circumstances, I feel that I was subjected to a classic bait-and-switch scheme.

The services I had already paid for were not adequately provided, and I was instead pressured to spend more money.

I am currently considering legal counsel to explore my options and seek appropriate compensation.

I would strongly advise potential customers to proceed with caution when considering purchasing wellness packages from CITYLINE VETERINARY CENTER