iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 55%58+31.6Reliability 24%46+11.2Value 14%39+5.5Replies to reviews 7%66+4.7Craft & service penalty72−2.8Experts Score= 50Grade C: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.50SCORE
CGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#51 of 58 veterinary emergency servicesiPosition by Experts Score among all companies we track in this category. · better than 12%
4.6★★★★★394 Google reviews · 24 photos
87%five-star reviews
4.62★last 12 monthsiAverage stars on reviews from the last 12 months only.
8.5%1–2★ in 2 yearsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
Google reviewers rate this Parma facility 4.6 out of 5 based on 394 reviews, with the owner responding to only 11 percent of comments. Customers frequently praise the clean premises, friendly staff, and thorough veterinary care for dogs and cats, noting that the team takes time to explain procedures and address pet needs. However, several low-star reviews criticize the high pricing and scheduling practices, specifically mentioning difficulties with front desk communication and the policy of requiring appointments rather than accepting walk-ins for emergencies.
Google rating: 4.6 out of 5 from 394 reviews (87% five-star).
Reviews on this page: 394 Google reviews (364 with written comments, 36 with photos).
Owner responses: the business replied to 11% of reviews.
Most recent review: October 26, 2026.
Service: Veterinary Emergency Service serving Parma, Ohio.
Data from Google, last updated October 27, 2026.
Score profile vs other veterinary emergency services
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: momentum and craft & service; weakest: value.
This companyVeterinary Emergency Services median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Bartels Busack Pet Hospital & Spa: 58/100 on this factor. Category median: 72.C
58
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Bartels Busack Pet Hospital & Spa: 46/100 on this factor. Category median: 60.C
46
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Bartels Busack Pet Hospital & Spa: 72/100 on this factor. Category median: 92.B
72
ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Bartels Busack Pet Hospital & Spa: 39/100 on this factor. Category median: 80.D
39
MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Bartels Busack Pet Hospital & Spa: 100/100 on this factor. Category median: 100.A
100
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Bartels Busack Pet Hospital & Spa: 66/100 on this factor. Category median: 53.B
66
Bar = this company · dark tick = category median.
Star ratings
394 Google reviews we collected
4.6of 5
5 stars34187%
4 stars154%
3 stars51%
2 stars31%
1 star308%
Praise vs complaints
Phrases our text analysis found in 364 written reviews
93%praise
Praise53093%
Complaints397%
PriceiGoogle asks reviewers whether the price was great, reasonable or overpriced; these are their answers.
Price verdicts customers left with their Google review
90%fair
Great price517%
Reasonable2172%
Overpriced310%
Not sure00%
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude21037%
Would recommend8415%
Quality & results7814%
Price & value5610%
Speed & response509%
Communication499%
Honesty & trust427%
What customers talk about
We read 364 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Staff was compassionate, knowledgeable and very helpful.”
“And not to mention the ladies at the front desk are beyond rude and careless.”
“We highly recommend Bartels Busack Pet Hospital and look forward to many years of bringing Suzie there for her care!”
“i will not be returning to bartels, and i cannot recommend dr.”
“And that's just the beginning of my amazing experience here at this hospital.”
“it was horrible to feel like we were being pushed toward extreme options without a follow up appointment or trying more reasonable, less invasive changes.”
“…as, scheduled very detailed, and accurate tests, which resulted more reasonable than other locations.…”
“Other than this place being overpriced, I normally didn’t have issues here.”
“My little, (well 17+ pound), kitty Leo had a raging skin irritation that was quickly spreading.”
“Listened & showed great deference to my nervous pup's needs.”
“Being first time puppy owners, we honestly have no idea what we are doing but we left feeling much more confident about Suzie and her care team!”
“This is a fraudulent establishment and I suggest educated yourselves before attempting to capitalize.”
People customers mention
Walker24 reviews
Wigal16 reviews
Chorba14 reviews
Jen13 reviews
Resort11 reviews
Mitzy5 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Reviews for your job
Customers hired Bartels Busack Pet Hospital & Spa for 8 kinds of job. Pick one to see what they paid and said.
Jennifer9 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 weeks ago★★★★★
We just boarded our 6 month puppy, Cooper. This staff is more than amazing! He had such a great time. They took such great care of him and he can't wait to come stay again. 10 out of 10 highly recommend!!
StevenLocal Guide · 67 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 weeks ago★★★★★
This is the only place I will take my boy when I have to go out of town. Clean premises with friendly staff.
L6 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 weeks ago★★★★★
Highly recommend! the staff is great and they provided excellent care for my dog. I am so glad I found this place.
Reasonable priceService not listed
Cliff7 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 months ago★★★★★
Best staff. Listened & showed great deference to my nervous pup's needs. They took all the time we needed & were thorough. My pup seemed to get better in a hurry. Very impressive. Thank You!
Reasonable priceService not listed
Nilda9 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 months ago★★★★★
We are happy we found Bartels for boarding our Bernadoodle, Asher. The staff takes such great care of him and the staff is friendly and always happy to answer any questions and very accommodating. Thank you all!
Reasonable priceOther pet boarding
JasmineLocal Guide · 11 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 months ago★★★★★
Bartels Busack is where I have been bringing my dog for nearly everything since he was a puppy. They do fantastic work, the facilities are always clean, and staff is very kind and professional. Some of them have been there since my dog was a puppy, and even when there are long stretches between them seeing him, he…
We just boarded our 6 month puppy, Cooper. This staff is more than amazing! He had such a great time. They took such great care of him and he can't wait to come stay again. 10 out of 10 highly recommend!!
Response from the owner · 2 weeks ago
Thank you so much for the wonderful review, Jennifer! We're thrilled to hear that Cooper had a fantastic time with us. We truly appreciate your recommendation and can’t wait to welcome him back for another stay!
Steven HillLocal Guide · 67 reviewsiTotal number of Google reviews Steven has written across all businesses on Google Maps, not just this one.
This is the only place I will take my boy when I have to go out of town. Clean premises with friendly staff.
Response from the owner · 2 weeks ago
Hi Steven,
Thank you so much for the kind words! We’re thrilled to know you trust us to take care of your boy while you’re out of town. Keeping our facility clean and providing a welcoming, loving environment for every pet is our top priority. We look forward to seeing him again next time!
L Andolini6 reviewsiTotal number of Google reviews L has written across all businesses on Google Maps, not just this one.
Since the very beginning of 2023 I've had an outstanding and amazing doctor, Dr. Mitzi Laubli, who brought my kitty back to health in certain areas, scheduled very detailed, and accurate tests, which resulted more reasonable than other locations. Staff was compassionate, knowledgeable and very helpful. Dr. Mitzy gave me amazing and helpful suggestions, went way out of her way to suggest the very best scientific supplements on the market, and even told me why she suggested them for my kitty's ailments and sometimes even responded on weekends with what I perceived as urgent matters. I couldn't be more supportive and grateful to this hospital, doctors and staff. In fact I am beyond grateful because there wasn't anyone else out there or hospital out there that would have totally cured her of certain conditions. It's been 3 years without a single hairball. She was vomiting hairballs every couple of weeks before I came here. Now nothing! That is truly unbelievable and totally amazing. Who does that!? Really! And that's just the beginning of my amazing experience here at this hospital. And during these years, I have experienced nothing but outstanding medical support, especially for cats, that I wouldn't have found in a million years in any other place. That's the truth.
Price assessment: Reasonable price
Services: Service not listed
Cliff Wasserbach7 reviewsiTotal number of Google reviews Cliff has written across all businesses on Google Maps, not just this one.
Best staff. Listened & showed great deference to my nervous pup's needs. They took all the time we needed & were thorough. My pup seemed to get better in a hurry. Very impressive. Thank You!
Price assessment: Reasonable price
Services: Service not listed
Nilda Taffanelli9 reviewsiTotal number of Google reviews Nilda has written across all businesses on Google Maps, not just this one.
We are happy we found Bartels for boarding our Bernadoodle, Asher. The staff takes such great care of him and the staff is friendly and always happy to answer any questions and very accommodating. Thank you all!
Price assessment: Reasonable price
Services: Other pet boarding
Carol Arroyo (Caroltastic)Local Guide · 125 reviewsiTotal number of Google reviews Carol has written across all businesses on Google Maps, not just this one.
