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Initial Complaint
09/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went into the *** on September 3rd I wanted to discuss the care given to my dog ****** First the receptionist said there was no one for me to talk to. She wanted me to tell her alittle about what I wanted to talk about. She said she would not let her boss be blindsided but I said that would be good then the truth comes out. She said no so I kind of explained what my complaint was she was rude and no emotions. ***** was admitted on August 14rh by my dog sitter. I was out of the country. ***** was having seizures before they would do anything they wanted $4000.00. Really $4000.00 you have my dog. Thats not our biggest complaint. I did not find out until Friday the 16th as to what was going on. I finally talk to them I told them ***** has my full permission on whatever ***** would need. I wanted ***** taken out of the *** and taken to ******** . My friend went to see ***** he was traumatized shaking scared smelled from urine and ***** matter. His feet were yellow chin yellow and face dirty. He also had a sore below right eye of hair matted tear stains. It was perfectly raw when I finally shaved him. I was in the middle of the ocean on a cruise trying to get out. We finally got home on Sunday the 25th. I found out they would not gone ***** any information they hung up on her. To me this is very disrespectful. We wanted ***** removed August 18th. To go to another hospital. At that time ***** was stable and all they did was give him his medication . They did no more bloodwork so he sat in this cage terrified there was no compassion. ***** was not the same dog when I brought him home. Please do not get me wrong I am grateful they saved my ***** but it was the care after wards. He should of gone home Friday with ***** that us what we cant understand. When I saw ***** he was not my dog. He was traumatized skittish skinny yellow feet dirty face. ***** tried to clean him up but he wouldnt have it. He was afraid of everyone. I just want to talk to someone in person.
Business response
09/05/2024
****, we're genuinely concerned to read about your experience. We always aim to provide compassionate care, and it's troubling to hear about your concerns regarding *****'s stay. When youre able, please specify which hospital you visited so that we can make sure your feedback is properly routed. Thank you.
Initial Complaint
09/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
VCA has not provided us our test results from months ago. I have contacted them verbally and in writing and they haven't resolved the issue. I requested to speak to the practice manager and was not put in touch with this person. Either provide the ENTIRE file of clinical summary, notes, tests performed, results, etc or provide a full refund.
Business response
09/04/2024
******, we're deeply concerned to hear about your experience with obtaining test results. We want to resolve this for you as quickly as possible. When youre able, please specify which hospital you visited so we can make sure this matter is properly routed. Thank you.
Initial Complaint
08/28/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am a member of the ************** The ************ at which I signed up for the ********* was unable to timely accommodate an appointment for my pet so we made an appointment at another ************ just down the road. At the appointment, we were informed that the ********* only covered services for the sole ************ at which we entered the *********, and thus we were charged for the wellness exam ($110). I was not aware of this limitation, and searching online, including the marketing materials put forth by VCA, found no mention of this significant limitation of ********* benefits. Apparently it is buried in the T&Cs of the ********* contract, but otherwise this significant limitation does not appear to be mentioned elsewhere. Accordingly, it feels like a classic "bait" and "switch" circumstance as it was a consumer surprise for me, and I definitely did not appreciate feeling taken advantage of. VCA should do better than this.
Business response
08/28/2024
****, were sorry to hear about the confusion you experienced regarding the CareClub benefits. Our aim is to provide clear and helpful information to all our clients. We would like to review your experience in more detail and address any concerns. To allow us to ensure your feedback is properly routed, kindly provide us with the name and address of the ************ you most recently visited.
Customer response
08/30/2024

Complaint: 22204989

I am rejecting this response because:
A request for further information was received concerning the *** hospitals that I referenced. In response, I note that my regular ************ is ************, but in this instance they were not able to accommodate an appointment within 5 or more days so, in the interest of time and out of concern for my pet's condition, we visited *** Littleton as they were able to schedule us the next day.
I trust this information is helpful.
Sincerely,

***********************
Business response
09/04/2024
Thank you for providing this information, ****. We would like to further discuss this with you, so when youre able, please get in touch by sending us an email at ***************************** We look forward to connecting.
Initial Complaint
08/26/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 8/06/2024 , I brought my 7 year old beagle to VCA Animal Hospital/ ****** Animal Hospital for concerns about a lump in her groin near her bladder and blood in her urine. They examined her and did bloodwork, and i told them this was the 2nd time in a month that she was having difficulty peeing and constant blood in the urine. They decided to treat it as a urine infection, put on 10 days of antibiotic that did not work and furthermore should have done more to check for stones . When asked what the lump was in her groin they told me it was just fat, and they didnt know why there was a swelling, without even mentioning or being concerned about it. Needless to say, after them 10 days , i was forced to rush her to Ocean State Veterinary Services, due to vomiting, no peeing but blood coming out of her v**** When they tested her, they found her to have bladder stones that had swelled out her bladder, on the verge of exploding. Bear in mind before this happened she had ****** uti and nothing was investigated by this vet, nor were they concerned. The 10 days of antibiotic, was 10 days that could have been spent examining why she had these issues, not making me and my poor dog wait 10 days! They are negligent in this! I want and demand a full REFUND!! Sadly, my dog was put down at the ** cause it was too late! I want this REFUND of the total amount so I can at least pay for her cremation of an extraordinary animal that didnt need to die! REFUND me the total amount spent $737.57 or i will get a lawyer. This place is negligent and should be shut down!
Business response
08/26/2024
****, we deeply empathize with your feelings during this incredibly difficult time. Your experience is important to us, and we want to address your concerns with the attention they deserve. Please reach out to ************************* so we can discuss this further and understand more about your situation.
Initial Complaint
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I took my cat to VCA Animal Hospitals ******************** **************************************, on 8/17/2024 at about 3:30pm for a urinary blockage. My cat was the only animal there at the time. There was only 1 vet on staff at that time. They took him to the back to start treatment. I noticed they didn't shave the spot in order for the needle/IV to be placed properly. The ** vet told me that his leg was mostly likely while placing the IV. They sedated him to start the catheter. While my cat was sedated, an emergency showed up. I was informed about this. However, almost 2 hours later, they informed me that my cat needed to be sedated because he had woken up. About 30 minutes later, the vet came in and told me that she was unable to run the catheter due to a possible stone in his urethra. She then said there is no vet that will be able to run the catheter to unblock him. Again, my cat was not shaved, which meant that her she didn't have a good visual to run the catheter. I was close to 8pm, when the office closes. I was told there was nothing they could do at this time, he will most likely need surgery. I ended up taking him to the ** vet the following day. That vet was able to put a catheter in, without issue. He ended up having surgery and is doing well. My complaint is that the vet at VCA did not provide my cat with the proper treatment. We sat there for 4 hours, treatment time was less than an hour. He wasnt shaved to provide a clear field of vision. Because it was almost 8pm I felt it was easier for her to tell me that she couldnt place the catheter than to actually do her job. they only thing they did was traumatize my cat. To empty his bladder, they put a syringe through his abdomen to drain it. This cost me $1261.35 for them to do the bare minimum to help my cat. I would like a refund. I was able to speak to their office manager, she did apologize for what happened, however, was not willing to refund my money. *****************************
Business response
08/23/2024
******, your cat's well-being is important to us, and were truly sorry to hear about your dissatisfaction with the level of care received.We encourage you to reach out to ********************,as we are eager to further discuss your concerns. Thank you.
Customer response
08/28/2024

Complaint: 22183388

I am rejecting this response because:
I sent an email to the email address they provided, however that was 4 days ago and I have not received a response.
I am asking for a full refund due to my cat not receiving the care he deserved and because he was hurt and traumatized by the process.

Sincerely,

***************************
Business response
09/06/2024
******, thank you for reaching out. We attempted to contact you by phone on 9/4 and 9/5, and left a voicemail. At your convenience, we ask that you give us a call back to discuss this further. Thank you again.
Initial Complaint
08/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Complaint Summary - VCA Wilshire Animal Hospital *Initial Promise: We were told that the ringworm test results for our cat would be available by Tuesday or Wednesday this week.*Delayed Communication: Upon calling on Tuesday, we were informed that the doctor was out and might provide an update on Wednesday. On Wednesday, we were told the doctor would be out until Sunday and only he could give us the results.*Critical Situation: I emphasized that we have two cats, and ringworm can easily spread to the healthy cat, myself, and my boyfriend, making it urgent to receive the results ASAP.*Inconsistent Information: Despite explaining the urgency, we were repeatedly told it was illegal to share the results and only our doctor could update us on Sunday. This contradicted their initial promise of providing the results by midweek.*Unclear Test Status: After my boyfriend called to stress the priority, we were sent a vague result stating, "the result is being rechecked and will be set up on the next regularly scheduled test run."*Demanding Results: Frustrated, my boyfriend called again, spoke to a doctor, and insisted on receiving the results. Shortly after, we were sent another PDF confirming our cat tested positive for ringworm.*Concerns Raised: While Im relieved to finally have the results and begin treatment, I am deeply upset and feel betrayed by the vets handling of the situation. It appears that the initial result was possibly fabricated to delay providing the final results until we demanded them.*Trust Breach: This experience has left me frustrated, confused, and angry, questioning the trust I placed in VCA Wilshire Animal Hospital to prioritize my cat's health.
Business response
08/23/2024
****, we are truly concerned about the experience you've described. Ensuring timely communication and clear guidance is crucial, and we understand the urgency in such a situation involving potential ringworm. We assure you that our team is deeply committed to the well-being of our patients.Please send an email to *************************** so we can review and discuss this matter further.
Initial Complaint
07/23/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This complaint is for VCA Orange County Veterinary Specialists - 24 hour ****** care in ******, ***I seek their ****************** for my Dog on 7/19/2024. Due to their computer issue, they were not able to provide medical records and written medicine prescription, but insisted to purchase medication from them and they will price match ******** Vet medication price. Also, they promised to deliver my Dog's medical record and call ****** for medicine price on 7/20/2024.Sunday morning, 7/21/2024. I call them to get my dog's medical record as well as confirming they have called ****** to get medication price but their response was not completed. However, they promised to deliver a partial medical record, which I never received. In the afternoon, around 3PM, I stopped by their location and again asked for my dog's medical record. Unfortunately, I was treated badly and unprofessional by their front desk receptionist, ****.Currently, (Monday afternoon 7/22/2024), I am still waiting for them to contact me to get my dog's medical record as well as price matching for the medicine so a correct billing amount can be issued.
Business response
07/24/2024
*****, we are truly sorry to hear about the difficulties you encountered with our hospital during the nationwide IT outage.Ensuring you have your pets medical records and prescriptions in a timely manner is very important to us. We would like to address your concerns directly and work towards a resolution. Please contact us directly at *********************** so we can follow up on this matter. Thank you for your patience.
Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I took my newly adopted kitten to VCA location in ********, **. The initial visit I advised the Dr that my kitten had a cold of some sort as he had been sneezing since I picked him up. The Dr didn't seem too concerned and said to watch him and bring him back in if it didn't go away. 2 days later my cat still has symptoms and has passed it on to my other cat. I call VCA and advised them of the situation. They told me I needed to bring both cats in. Great. However, they were going to charge me 2 exam fees ($96) for each plus any other tests/meds. I can see paying that for my new cat but why would I pay $96+ for my kitten whos symptoms were explained to the DR on the visit I had less than 48 hours prior and were dismissed. Clearly the Dr had no concern about what I voiced to him in the appt. He knew the issue would not just go away and wanted me to have to come back to make more money. I asked the receptionist this and she said it was because if they did it for me they would have to do it for everyone. No concern. No compassion. Just how can we get more money.
Business response
07/22/2024
*******, I'm sorry to hear about the difficulties you're facing with your cats' health. It's important to us that our clients feel heard and supported. Please send an email to us at ****************************** so we can address your concerns directly and see how we can assist you and your pets further.
Customer response
07/25/2024

Complaint: 22021029

I am rejecting this response only because I am going to email the given email address. I will wait to see if I actually hear back and then from there I can accept the response.

Sincerely,

*****************************
Business response
07/29/2024
*******, thank you for this update. The hospital has been attempting to reach you via telephone, but the number we have on file doesnt seem to be working. We will be reaching out to you via email shortly. We appreciate your communication.
Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I took a cat to ********************** Animal Hospital located at **************************************************************** on July 14, 2024. I specifically told the receptionist that it was not an emergency, and I was told that regardless I had to pay $242 just to see a doctor. I took the cat for shortness of breath and the doctor ************** inform me that it could be bronchitis or asthma and wanted to do some test for a value of over $1,200, I could not pay for those test and ************ gave me a prescription for Cerenia tablets for dogs which she told me that it could be giving to cats. I found out that Cerenia tablets is prescribed to control nausea and vomiting, including motion sickness and is often used to treat acute vomiting episodes and can also help prevent vomiting in cats with chronic conditions like renal failure. I went to the clinic and was told that ******* could also be prescribed for cough. The problem is that the cat wasn't vomiting at all, it didn't had nausea or wasn't coughing. The diagnosis was completely the opposite as to the treatment prescribed. Even do this medicine have side effects that could affect the cat I don't want to ************** or go to court with this matter, all I want is a refund of the money I pay for services render which was completely erroneous. The amount I'm seeking is the amount I pay the clinic. $242.92 for the consultation and $30.19 for the Cerenia tablets for a total of $273.14. Thank you for your time and help in this matter of the utmost importance to me.Sincerely,*****************
Business response
07/23/2024
We're sorry to hear about your experience, ***. Its important to us that every pet parent feels confident in the care their pet receives. Please contact us at ********************************* at your earliest convenience, so we can further review your concerns. Thank you.
Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 12 2024, I took my pet dog to VAC Animal Hospital at the **********************************. She had some gastrointestinal symptoms. I was charge $1,288.15 I was told my dog had some stomach blockage that might require surgery but it will need to be over night observation first. They told me I would need to take my dog to another *** facility because they didnt offer that service.I asked if I could use any other ER but the technician told me No, we already arranged for *** ****** to take your pet. Everything was sent over there. Since the labs and X-rays are already done, you only need to pay for the hospitalization and medicationWhen we arrived at the *** ******, I was given a quote for another $1800. The quote included Lab work and Xrays. When I questioned why we were charge again, they told me because we didnt have X-rays images or labs. When I pointed out we already paid for it on the other ***, they told me that even though they are the same company, they dont have access to what was done on the other location. Since *** location at 151 was already closed, the only option it was given was to pay everything again or to take my dog. I decided to take my dog home because it did seem right to give this company more of my money. Specially when it was a negligence from their part to not sent all the documents as they told me they did. The next day, I took my dog to my regular vet and for our surprise, my dog didnt have a blockage or require any hospitalization. Even though they kept my dog for observation. My final bill from my regular veterinarian was $172.00 which included xrays, medication and observation. I feel *** exploit the vulnerability of pet owner an alarm them with a miss diagnosis. In my case, they tried to take almost $4k for unnecessary treatment and overcharges. They were negligent by not providing the next *** location with the necessary information about my dog as they told me.
Business response
07/16/2024
*******, we take such feedback seriously and would like to review the situation thoroughly. At your earliest convenience, please send an email to ******************** so we can address your concerns directly. Your pets well-being and your trust are important to us.
Customer response
07/25/2024

Complaint: 21993423

I am rejecting this response because:
I emailed VCA customer support on July 17 like it was requested. On July 19 I got an email from ********* saying they escalated the issue and that someone will contact me in a few days.
Today is July *******************************
Sincerely,

*******************************
Business response
07/29/2024
Hello *******, we understand that our Hospital Director has been in touch with you directly to discuss this. Should you have any further concerns, please dont hesitate to email us at ********************. Thank you.

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