Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My pet's care plan was renewed in December. The previous plan was ***** a month, but on renewal, it increased to *****. I was never informed of the increase. When I called the *********************************************************************************************************** what the plan offers.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Basically, we have issues with multiple visits with my dog ***. Starting off, they never told us we needed to bring in his urine for pre-op blood work, were actually never even told why they needed it either. Got a teeth cleaning done mainly to get a better look at holes that were in his mouth, but were told they didnt see any - when you can clearly see them when he is panting. An x-ray to look at a bump on his snout (which determined it wasnt bone. A needle biopsy that claimed it was epithelial cell proliferation but needed and bigger sample to determine specifics. And finally a tissue sample which also came back as inconclusive but claimed no cell proliferation. What they said they would refund was only the portion that the tissue analysis at an outside lab cost. We experienced terrible care thoughout - having to repeatedly call to get any information, being told wrong or incomplete information and just bad communication overall. They always assumed it would be cancer which was disheartening but after all of they we decided to get referred out to get a CT and follow *** and it was determined to be an autoimmune skin disorder.After intensive arguing on the phone they told us over the phone they would refund only $397. For which I got a statement by email of the refund but never actually received it in my account. A month of 2 later I wrote a review on Yelp (can be found for VCA ******** **) which received a reply from the Business Owner - told me to contact ***************************** which I did (12/31) and sent a follow up email as well because no one has responded to me to this day. I also asked in this email if they could send me all of his records (visits, test results, procedures) along with any internal notes made by the staff. Any decent and written communication would be appreciated from them Would gladly post my original review here with all the details but it severely goes over character limit.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The vet almost killed my 7 lb dog, they prescribed her medication she didn't need. They hurt her, she went in for one issue and we left with several others. They hurt her mouth so bad that she couldn't eat, she still has trouble walking and limping and eating almost a year later. They grabbed her so hard from my son's lap she yelped. They ignored me when I asked why she was crying and yelping when I touch her face. They tried to convince me she had an issue she didn't have. We left without ANY answers at all. I called another emergency vet less than 6 hours later and they had to fix everything that the aurora vet hurt her with. I called them the Monday morning after, spoke with the office manager who apologized and then the vet called me a few days later. Said I would be reimbursed. I still haven't been. I called back to speak to the manager, she wasn't in. She left me a voice mail when she returned from vacation stating I would be reimbursed. I still haven't been and it's been almost a year. She was very rude to me when I contacted them and raised her voice and hung up on me. That isn't the way a business should handle ANYTHING. There are over 400 reviews stating how horrible they treat animals and how much they over charge. I need this handled as it is affecting my credit as well. They need to be held accountable for what they did to my dog as well as many others.

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Misleading ********* Membership and ********************* I signed up for the ********* membership after feeling pressured during a visit where my senior cat needed an expensive surgery. The membership was presented as a way to save money on necessary recurring care, but I later discovered it only covers preventative services, not procedures like dental work, as implied.From the start, communication about the membership terms was unclear. My account became frozen after my card on file was canceled due to a move, but I was still able to pay for my cats $87.70 arthritis (Solensia) shots. Despite being told the account was frozen, the ********* app continues to show that my membership is active, and no invoices appear for me to pay.The confusion escalated when I tried to bring in a stool sample at my vets request, only to be told it couldnt be accepted because of my account status. Ive tried repeatedly to contact *** headquarters, but every call goes to voicemail, and their callbacks leave no extensions or direct **************, after paying for my cats arthritis shot, I was informed that my account is about to go to collections for $780. I explained that *** already reached out to headquarters multiple times without resolution and that the app shows my membership as active with no balance due. The staff offered for me to pay at the desk, but I felt uncomfortable doing so without clarification, especially since this hadnt been offered previously.I initially joined the ********* because I was told the app would make managing my pets care more convenient, but it has been a major disappointment. The app doesnt allow me to make payments or request tech appointmentstwo of the primary reasons I visit monthly.This experience has been extremely frustrating. The lack of transparency, poor communication, and inflexible processes have made caring for my cats harder, not easier. I deeply regret signing up for this service and would not recommend it to anyone.

• Initial Complaint

  01/03/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The vet didnt even care about my dogs well being! I explained in detail about my dogs health and about which medication will help him to stop his lose stool but he continued to ignore it and refused to prescribe him antibiotics! The next day I visited another animal hospital and they had no problem in giving antibiotics to my dog and my dog is feeling much better now! This clinic has bad reviews on Yelp! My dog didnt get the treatment that he deserved.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a coupon from an animal shelter where I adopt my cat,in the coupon paper it says it provides a free first exam,and it charge me 138$ for appointment. After this,it doesnt recognize the coupon and give me refund. In the coupon,it doesnt say only can be used in specific vca animal hospital. When I pay for the appoinment,I ask the front desk to check the coupon but she just ask me pay the deposit and say refund will be returned after the health exam. But after the exam, they dont recognize it. Then why dont check it before when I pay for the deposit? I wouldnt pay the deposit if you tell me coupon cant be used here, I came because its free. And I use the coupon exactly as what the coupon paper certificate instruct. What the hospital do is totally misleading for asking me to pay for the deposit without checking my coupon first.

  Business response

  12/04/2024

  ***, we're sorry to hear about your experience regarding the coupon use, and we would like to make sure your concern is addressed. Could you kindly specify which hospital you visited so that we can properly route your message?

  Customer response

  12/06/2024

   
  Complaint: 22625726
  
  I am rejecting this response because: its the one in ****************************************************************************************
  
  Sincerely,
  
  *** ***

  Business response

  12/10/2024

  Thank you for taking a moment to clarify, ***. In order to allow us to address this further, please contact us at ********************************** We value your communication and the chance to address your concern.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My grandson brought his cat Mew to the ******************** on April 1. He had a stomach ache and he wasnt eating. Mew was treated and stayed overnight. He wasnt there about 8 hours. When I got the bill it was $3302.50! I was shocked. Emergency exam $195 Abdominal x -ray $490 Outside x-ray $100 Fluid set up $290 Bet scan $354 Abdominal ultrasound $925 The other charges seemed reasonable. The total bill was $3302.50 I feel like these charges were exorbitant. I never have been charged this rate with any of my animals.I called their office several times and spoke with the manager *** Castufka who never helped me and was rude to me and then wouldnt talk to me. I emailed the supervisor **** ******** who initially answered and said she would follow up at the hospital. She didnt respond to me. I sent a few more emails. No response. I also asked for the patient visit notes but never received them. Please help me find resolution.Thank you, Sincerely,****** *****

  Business response

  12/04/2024

  Hi ******, we understand your concerns about the costs and communication during your grandsons visit. Our goal is to ensure satisfaction for all pet parents. Please reach out to us at ****************************** so we can review these concerns.

  Customer response

  12/12/2024

   
  Complaint: 22628725
  
  I am rejecting this response because: You have not resolved my complaint regarding being overcharged from the veterinary hospital charges. 
  
  Sincerely,
  
  ****** *****

  Business response

  12/19/2024

  ******, thank you for sharing your concerns with us. Our hospital manager has been trying to reach you to address this matter, and we have already adjusted the charge in line with recent pricing updates. Please expect a follow-up attempt to connect with you soon, as we are eager to ensure your concerns are resolved.

  Customer response

  12/30/2024

   
  Complaint: 22628725
  
  I am rejecting this response because: The vet hospital only agreed to reimburse me for $150. The bill was $3300. I still am dissatisfied as I feel they really overcharged me for Mew's treatment.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a letter from Revenue Accounting from ******** advising I had a $809.83 credit from 07/11/2020. This was from when my dog died at VCA Emergency Hosp #***. For her care I had to leave her at the hospital., they took my credit card details and kept her for 20 hours and then called to say she died. It was during Covid so business practices had been changed. I was never notified of an overcharge until I received the letter detailing a process for claiming the money before it was turned over to California unclaimed property. I filled out all the paperwork and mailed it to *********************************************. ***'s letter was dated July 23, 2024 and I mailed my paperwork August 6, 2024. Their letter advised to wait 10 weeks. To date, I have heard nothing. I have called and left messages with no reply and I have sent emails. My VCA item number is ********

  Business response

  11/25/2024

  *******, I'm truly sorry to learn about your experience and the loss of your beloved dog. Our team takes situations like this very seriously, and I'd like to ensure your concerns with the credit are reviewed.Please reach out directly to ****************************  so we can work with you toward a resolution.

  Customer response

  11/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the refund check. Interesting that after 5 months of nothing, contacting the BBB resulted in very swift resolution.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello.., Ive txtd *****/****** at *********************** where both my cats were treated.. VCA La Riviera Doctor stated ******* need emergency care possible staying for treatment cause he was seriously sick.. that wasnt the case.. I paid $1200 just for the ** doctor to give the same treatment that I took ******* in that day for his treatment at *********.. Ive left messages.. **** requesting my money back for having go through so much Trauma ( my older cat ******* ) had just passed away months earlier.. Doctor at ********** was cruel uncaring for *******.. Dr ***** was Finsters and Queenies treating Doctor and she was great.. The treatment ******* and I received that day was SO DEVASTATING TO ** BOTH.. Dr ***** stated to me that ******/***** would be refunding MONEY back to me.. After that I never heard back regarding a refund for unnecessary emergency treatment..please send me my $1200 to ********************************************..! Thank you!!

  Business response

  11/20/2024

  
  *******, it's deeply concerning to hear about the difficult experiences you've detailed with ******* and *******. Our heart goes out to you during what must be a challenging time. We want to ensure all concerns are reviewed thoroughly, so please reach out to us at **************************** for assistance in addressing your situation.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our cat to the clinic for a lipoma in his ear. They drained his ear with a needle but could not do anything more being that they did not have any medication to inject to treat. Within 2 days, we were back at the clinic because it filled right back up. The Veterinarian never came in to speak with my wife. The vet tech proceeded to tell my wife that the next step would be to sedate the cat and told my wife that they would be placing tubes and stitches in his ear. Because the cat ate earlier, we were told we would have to bring him back another day. We brought him back on Saturday, and they took him from us and told us he would be ready for pick-up later in the day. When we picked him up, he was bandaged and had a cone around his neck. Within a day or two, he had the bandage off his ear and there were no drain tubes or stitches. We called the clinic, and they stated that he was sedated, ear lanced, and steroid injected and this was the treatment plan my wife signed off on. 1) When the vet tech stated they would be putting him under anesthesia, my wife asked if they were putting drain tubes and stitches and the vet tech said yes.2) We were told that my wife signed off on his treatment plan and that she was not told about tubing and stitched and yet we were sent a copy of the treatment plan, NO signatures, NO initials..Nothing.3) First time we took him, no anesthesia, nothing..they drained the fluid in his ear with needle. Second time he went in because the ear filled back up, they told us that the sedated him because the had to ***** the ear, and yet the treatment plan they sent that the claimed my wife signed off on states that they again drained with a needle. Why the sedation again? they did not have to sedate the first time when they drained with a needle.

  Business response

  10/22/2024

  ******, we are truly sorry to hear about the challenges you and your wife faced regarding your cat's treatment. We want to ensure that every step of the process is as transparent and informative as possible. We would like to make sure your feedback is properly routed, so when you're able, please specify which hospital you visited. Thank you.

  Customer response

  10/23/2024

   
  Complaint: 22455018
  
  I am rejecting this response because:
  You requested a reply regarding what clinic.  It was the *** animal hospital in *******, ********

  
  Sincerely,
  
  ****** ******

  Business response

  10/24/2024

  ******, thank you for getting back to us with this information. To allow us to further address your concerns, please contact ************************** at your earliest convenience. Your communication is appreciated, and we look forward to speaking with you.

  Customer response

  11/01/2024

   
  Complaint: 22455018
  
  I am rejecting this response because: I already received that email address to respond to as a response to my Yelp complaint.  I was requested to provide information as to what happened.  I did all of that.  I never once received any response from the clinic nor the Office Manager.  For this reason, I would like to have a refund on my last VCA visit which amounted to $392.04.  My complaint as to what happened is stated again:

  I am just replying to the reply that was left in my Yelp complaint regarding VCA Lilburn animal hospital.  As I said, we brought our cat into the clinic due to a lipoma in his ear.  We were told that they did not have the medication required to inject into his ear, but they could drain it with a needle so he could at least have some relief from any discomfort he may be experiencing from this lipoma.  We agreed.  We were informed to bring him back once they get this medication needed and that we would be informed, when you all received the medication into the clinic.  Well, 2 days later, his lipoma was all filled up again and we were not sure whether you had the medication in yet or not, but we wanted his ear to be drained again so he could once again have some sort of relief.  So,my wife brought him back again.  During this visit, my wife never saw the vet at all.  It was a vet tech that saw ****** from start to finish. The vet tech informed my wife that this time they would be sedating ******.  My wife, who is in the medical field and also worked at vet clinics herself, stated to the vet tech "since you are putting him under sedation, does this mean you are placing a drain tube and stitches in his ear." The vet tech replied "YES."  So, my wife asked how much this was going to cost and they told her she would be right back with the amount.  They came back with an amount of $350...in that range.  They began to have my wife sign the sedation form, but found that ****** had ate,therefore, my wife was told to bring him back on Saturday morning and they will do it all then.  When she returned Saturday morning, she one again was requested to sign off on the form to have him sedated.
  

  
  Two days later, ****** had his bandage off his head, from around his ear.  We noticed no tube and no stitches.  I called to request what was done to him as my wife was told that a tube and stitches would be placed in his ear....(by the vet tech)...to allow for drainage.  I was informed that they sedated him, lanced his ear, and bandaged.  I was also informed that it takes bringing him back 4-6 times doing the same thing before you all possibly get it under control.  I was also told that surgery of putting in a tube is the VET's choice to make but only after all else fails.  I stated, that being that ****** is our pet and being that we are the paying customer, shouldn't that be our decision to make.  I was told that the vet does not do the surgery unless it is the last option because we could have fluid draining into our home as well as into the cats ear. Again, who owns the cat and who is paying the bill???
  
  Long story short, I was told that my wife "SIGNED OFF" on his treatment plan and was fully aware that they were not placing a drain tube in his ear and that if we were not happy with what was done, we could always request his record and take him somewhere else.  Therefore, I hung up the phone and spoke with my wife.  She informed me that she signed nothing except the sedation form.  The vet never came in to speak with her at all, and that she again asked the tech if they would be tubing his ear,because why else the sedation, they did not sedate the last time to drain his ear, and the tech replied "YES."
  
  My wife proceeded to contact our NEW vet and made an appointment that day to have ****** brought in.  They asked who he was previously seen by and we told him you all.  Thay requested my wife to contact you all, as some clinics don't like transferring records, because they don't like losing patients to other facilities.  Therefore, my wife called you guys back up and requested ******** medical history and while she had you all on the phone, she requested the medical treatment plan that was supposedly signed off by her.  
  
  1)They sent a treatment plan that she was never shown.
  2) The treatment plan has a spot for initials, printed name,signature and date.   ALL OF IT WAS BLANK (so much for the wife signed off on the treatment plan) We have the form by the way if you would like to see it.
  3) We were told that they lanced his ear...but according to the treatment plan, that was never signed off on, it states that his lipoma was drained with a needle....So, what was the need to sedate?...you drained it 2 days prior with a needle...no sedation.
  
  Due to these 3 reasons, I called back again and requested clarification or shall I say someone explain these discrepancies.  The conversation ended with either a veterinarian or vet tech took the phone from the woman at the counter...started accusing me of yelling at her receptionist and I was to stop calling there harassing the staff.  I was sent my records on my pets, and was told that I was free to take them elsewhere, so again, stop calling and good-bye.
  
  Apparently, when we are being told one thing but are getting another, you are not entitled to an explanation, you are told to stop calling,stop harassing, and if you are unhappy, here are your pets records...take them somewhere else.  
  
  Sincerely,
  
  ****** ******

  Business response

  11/08/2024

  Mr. ******* we truly value your feedback and understand the importance of clear communication. It seems there may have been some misunderstandings regarding the treatment plan for your cat, ******* and the procedures discussed. While its concerning to know you feel this way, we have thoroughly reviewed your concerns and received authorization for all treatments given.

  Customer response

  11/12/2024

   
  Complaint: 22455018
  
  I am rejecting this response because thus is completely false. They received authorization to sedate only with the understanding that they would be conducting surgery and placing drain tube in ear.  Show me the agreed upon treatment plan that you all wrote up that was discussed and signed by my wife.  Also, the treatment plan that they submitted to us after we complained, does not match what they told us they did.  When we brought him in the first time, they drained his ear with a needle.  This time, per their treatment plan (that was not shown or signed off on by my wife) they sedated him and again, drained by needle.  According to the clinic, they did not drain with needle...but that is not what the treatment plan they again shown us after we complained shows..so which is it...because they did not need to sedate the first time to drain with needle..so why this time.  And if they did ***** the ear, why does the treatment plan state drained with needle.  I would like my money back from that visit in full, and I will agree that matters were settled and we all can just part ways and move on..otherwise, this will continue further, which I would rather it not.
  
  Sincerely,
  
  ****** ******

*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. ↩