We live in a time when digital footprints define reputations. For veterinarians, one Google review can make or break public trust. But what happens when a review is based on pain, partial information, or worse — is impossible to verify because we don’t even know who the client is?
A recent 2-star review from someone named “Dane L.” accused our clinic of lacking urgency in an emergency. It read like a story of heartbreak — a beloved pup, difficulty breathing, a return visit, and eventually, death. The owner expressed frustration over fees, medical handling, and a second opinion from another clinic that disagreed with our approach.
We understand the pain of losing a pet. We grieve with our clients when outcomes aren’t what we hoped. But here’s the difficult part: we couldn’t find this case in our official records. The name doesn’t match any patient file. The account used doesn’t clarify the pet’s name or even the exact dates. Without these, how do we respond? How do we improve? And how do we defend ourselves from what now lives publicly, permanently, online?
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The review ends with criticism of a 10,000-peso bill and questions our judgment. We wish we could explain the medical decisions, or even offer closure — but anonymous and incomplete reviews rob both sides of that chance.
The Danger of Unverified Reviews
This is the danger of platforms like Google Reviews when used without responsibility: they allow emotion to masquerade as fact. One person’s pain, presented without context, becomes a scar on a clinic’s public image — one that we cannot bandage or heal.
We vets aren’t infallible. But we are accountable. Our doors are always open for conversation, clarification, and — when needed — compassion. We take feedback seriously when it’s delivered responsibly and respectfully.
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To the Public
If something went wrong, please talk to us directly. A face-to-face dialogue can lead to understanding, even healing. A vague review can’t.
To Google
It’s time to add responsibility to your reach. There should be systems in place where clinics can verify incidents or request real client identification before public reviews remain posted. Justice doesn’t work without both sides being heard.
To Fellow Vets
Keep your heads high. One review doesn’t define the depth of care we give, the nights we’ve stayed up, or the pets we’ve saved.
Let’s continue doing the best for our patients — even when the internet tries to tell a different story.
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Dr. Geoff Carullo is a Fellow and the current President of the Philippine College of Canine Practitioners.
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