Complaints

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  took my dog to the vet for diarrhea back in may, doctor recommended all kind of unnecessary exams that we agreed to it just to tell at the end nothing is wrong but here some meds and we can refill it for you in the future. Now we call in for to refill the meds and they refuse they want the vet to see the dog again and run more tests, this is very unethical and it just highway robbery. We paid for all the test needed it's just diarrhea and they still refuse to refill. it hasn't even been 6 months

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went there to see ******, who told us NOT to clean the dogs ear because we had him for only a few days and we didn't want to hurt him, he also said not to give him shots for the same reason so we left after paying the $100 bill The next couple days we come back because our dog ear that ****** told us not to clean us SEVERLY infected They billed us $700 for the incessant and said it was our faults we didn't clean it The big problem is the manager ***** & supervisor **** did not even a talk with ****** and refused to speak with him after my spouse and myself pleaded with them and their front end staff

  Business response

  08/09/2022

  Business Response /* (1000, 8, 2022/08/09) */ To whom it may concern, We have received client mentioned above's BBB complaint 8/8/2022. Client was reached via email on 8/9/2022 regarding his last call on 7/16/2022 and the BBB complaint we received on 8/8/2022. The office manager had launched an internal investigation regarding the matter and notified the client of this in the email. Upon inspection, office manager noted there were no communication logs recorded into the client's account. There was no indication of unsatisfactory service. The only information noted was the original visit for a possible ear infection, a decline form for treatment recommended during this visit and a recommendation from the doctor in regards to when to begin vaccines. Client later came in to begin the vaccine series for the patient in question. Client came in a second time with a different doctor for the same issue mentioned (ear infection for cropped ears). While office manager did not understand the complaint. A Lead Technician and a Practice Manager were included in this complaint. Further into the investigation, both entities were spoken to and had no recollection of this client or situation. Both entities weren't aware of his last call either. The office manager took it upon herself to contact the client via phone to better understand what the issue was at hand. During this phone call, the client expressed great frustration and did not allow the office manager to speak. Once the client gave the office manager a chance to speak, the reason for the call was made clear. The purpose was to understand what the client's complaint was in regards to in order to find a solution that best fit the situation. Client continued to curse during this phone call and mention his status in his career. Client continued to say he understood the company is trying to remove the BBB complaint and bad review but was met with understanding by the office manager. As complaints and reviews are welcomed in order to better serve our clients. This call concluded with client requesting office manager speak with doctor in question and return the call once this conversation has been had. We are currently waiting for the doctor to return to the hospital as he is a relief doctor and only assist the facility one day out of the week. We may provide further information or documentation if needed regarding this case. We will wait until Monday (8/10/2022) in finding a resolution for said client. As well as to hear from BBB in regards to the following steps needed. Consumer Response /* (3000, 10, 2022/08/10) */ Not satisfactory I told them to contact the doctor they mentioned by name because they're wrong Business Response /* (4000, 12, 2022/08/17) */ This complaint was resolved to our satisfaction today, 8/17/22. We the owner spoke with ************ and after discussing the case, decided to refund 50 percent of his invoice bill. Client expressed that he would remove the complaint.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Took my dog because it was an emergency. I've never been to this vet before and I regret taking my ****. My **** had to have surgery for a blockage. I understand that can be a dangerous surgery. What I'm upset and hurting is that I loss my ****. I called the vet at midnight to see how the surgery went. The vet said it wasn't as difficult as he thought and that she is recovering. I called at 9am to see how she did in the late hours. Was told she was just receptionist and the techs are doing the rounds. I expected to be called within that hour but didn't receive a call. Finally around 10:36am I called again and that's when I was told she didn't make it through the night. I expected to be done what happened but wasn't told anything besides "the vet didn't finish his notes". Manager called me and said he needed to speak with lead tech and the vet to find out what happened. I received partial of my $3,200 payment that I had paid for her to stay 3-days. I looked at the receipt and see that they gave her Rimadyl which I had told the tech that took me in the back that she had a reaction to a pain med that started with a "R". The tech said maybe it's Rimadyl which is for pain and inflammation. I said yes that's it's. She continued to say that don't worry the pain med is not that and we will not be giving her that. Then why was I charged $75 for a med that I asked not to be given to her. The lead tech ******* said it wasn't documented. I said well I let the girl know that told me to the back. Well it wasn't documented. How is that my fault that the girl didn't document it. He started to say "the vet hasn't finished his notes". I'll have the manager call you. Called back Tuesday and still no update to what happened besides "notes haven't been finished". Manager ***** said the vet will be in tomorrow and that he will call me back tomorrow. Wednesday came and around 3:30pm no call. I called the vet and was told "***** left early". I left a message for him to call me. Thursday

  Business response

  08/29/2022

  Consumer Response /* (-5, 5, 2022/07/19) */ ***Document Attached*** Notes received 7/17/22 and my response. Also, if **** coded at 11:30 why didn't the vet ask someone to stay the night to observe her. ****** Mother, *************** Business Response /* (1000, 9, 2022/08/09) */ To whom it may concern, Client that filed the BBB complaint was attempted to be reached via phone and email by several staff members. Including the business owner of the hospital and the doctor that performed the surgery. Client has declined to answer our calls. We have emails, phone records and text messages from the practice manager, office manager, doctor, and business owner we may provide if needed. Client who filed complaint has either decided to decline our calls or will lose reception when we've spoken to her last. We would like to come to a solution that would best fit the situation but have not been able to reach client. Client must now reach out to our facility as we are now waiting for her to respond and/or communicate with us in any way. Client has been suggested phone appointments with doctor as well as in person meetings. Once client has responded to us or decides to speak to us we may move forward and respond to her questions. Client has not given our staff/facility the time to speak with her. We would like to have this matter resolved but can not do so without the other party being involved. We will wait patiently to either hear from client directly or from BBB on what the following steps will be. Thank you for your time. Have a wonderful day. Consumer Response /* (3000, 11, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They stated that they have tried to reach me several times is false. They did call me back on 8/17/22 and also emailed me. I preferred to speak via email which I did send on 7/17/22 at 1:34pm and did not receive a response and that was the reason the filed the complaint. I did not hear from the clinic till 8/8/2022 1:30pm which followed with a text and email. I could not call during business hours till today Friday August 12th. I did not want to handle this via text so I did not respond to the text. I wanted to speak to ******* but was told he had left for the day even though she stated that she works Mon-Fri 8am - 4pm. I too have a job and need to work to pay off the debit I'm currently in. If they would like to respond to my email to the questions. I also feel I should have not been charged for the Rimadyl that was given to **** even though I had told them not too since she had a reaction to that medication already once. I'm sure this clinic is great for everyday situations but they should not be doing those type of surgeries if they are not going to have a tech work overnight to observe the pets and make sure they don't have any complications. Consumer Response /* (-5, 12, 2022/08/12) */ ***Document Attached*** Consumer Response /* (-5, 14, 2022/08/22) */ 8/22/2022 addendum: correction made on my prior comment. They did call me back on 7/17/22(not 8/17/22 per my last comment) and also emailed me on 7/17/2022. I preferred to speak via email which I did send on 7/17/22 at 1:34pm and did not receive a response and that was the reason the filed the complaint. -******** Consumer Response /* (-5, 15, 2022/08/24) */ ***Document Attached*** I received an email from************** CFO of Mission Veterinary clinic. I've attached a copy of the email and also my response. I have yet to receive a response to my questions that were sent via email on 7/17/2022 to Bill and 8/12/22 to *******. Consumer Response /* (-5, 16, 2022/08/25) */ ***Document Attached*** I've attached a screenshot of todays email regarding the Rimadyl charge. Consumer Response /* (-5, 17, 2022/08/25) */ ***Document Attached*** Response regarding the Reimadyl. They are refunding me the money but have not been told why she was given the medication. They have also not answered my questions that I had emailed on 7/17/22 and 8/12/22. Consumer Response /* (-5, 18, 2022/08/25) */ ***Document Attached*** Emails response from today 8.25.2022 Consumer Response /* (-5, 19, 2022/08/25) */ ***Document Attached*** most recent to my last email response. Business Response /* (4000, 20, 2022/08/25) */ We have exhausted all attempts to remediate the complaint with the client to the best of our ability. We do not feel the client and I can move forward further, as the client chooses to continue to believe we are making false statements. The client continues to ask for answers that only our veterinarian can provide, and she was given a clear opportunity to reach out to speak to the veterinarian at a specific date and time agreed to by both parties. When the veterinarian called the number provided to us, she did not answer. In good faith and without her request, I will be refunding all of her expenses paid at our practice on 8/26/2022, on an agreed time for her to physically come into the hospital. We expect this to conclude our relationship with said client. Consumer Response /* (2000, 22, 2022/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) *************** only called me once which was on 7/17/2022. I decided to move forward via email not phone since the clinic had false documentations.******* nor the clinic called after 7/17/22 till 8/8 which was by ******* office manager which was in response to my BBB complaint. ******* called, text, and emailed me on 8/8/2022. I returned her call, text, and email on 8/12/2022 and till this day I have not received a response. After the several emails the last 2 days with the CFO ****, I don't think I will get a response to what happen to ****. In my opinion the clinic should not be doing these types of surgery if they are not going to provide post op monitoring or after hour care for pets especially if they coded. Since the clinic has been unable to answer my questions, they have fully refunded my payment.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩