Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My female dog was experiencing ****** urine. Unfortunately, her primary vet's office was closed and I had to take her *************We went to the ** on Thursday, and my dog's blood was sent out to lab. On Friday evening, I got a call from ********** that my dog's lab work was extraordinarily abnormal. The vet asked us to bring the dog back for repeat bloodwork, and attempted to initially word it as if these labs were accurate. When I asked the vet whether it was possible the sample sat out for too long, she confessed that it had been and this was the reason they needed to repeat the bloodwork. So we go back to the vet on Saturday On Monday, a different vet calls me to go over the bloodwork results. This vet called my dog "he" not once, but twice on two separate phone sessions. My dog is a female, and clearly the vet did not review the chart or know my dog's history prior to calling. Additionally, **************** gave me her "medical" opinion of the diagnosis, but how can you provide a formal diagnostic without knowing the gender of your patient? **************** told me that inhouse labwork came back normal, but the send out was abnormal. I questioned her on this and her rationale was that in house lab is less accurate. Medical decisions, especially in emergency situations, rely heavily on labwork. I want to know how this facility can justify making medical decisions based on in house lab work that is inaccurate?At this point, ****** asks me to bring my dog for another round of repeat bloodwork. She told me specifically who to ask for when we returned on Saturday. Once at the clinic, we were met with confused front desk staff who had no idea what was going on. We were told it would take a few hours to get my dog to the back for the bloodwork even though I was scheduled by the medical director for a 9am visit. We left- there was no way we were going to let this facility handle our dog's care anymore.I want a refund for the labwork since it was never obtained properly.

  Business response

  07/10/2024

  *****, we're concerned to hear about your recent experience and the frustration it caused. The inconsistencies you faced with our lab services and communication are not reflective of our commitment to quality care. To discuss your experience further and address your concerns, please email us at ****************************** Thank you.

  Customer response

  07/11/2024

   
  Complaint: 21963631
  
  I am rejecting this response because: I have already talked to the medical director twice and all she had was excuses. This facility does not want to take accountability for their shortcomings and negligence.
  
  Sincerely,
  
  ***********************

  Business response

  07/16/2024

  *****, we appreciate you giving our medical director the opportunity to discuss your concerns personally over the phone.  We apologize that your experiences with us have not met your expectations, and value the feedback you have given.

  Customer response

  07/19/2024

   
  Complaint: 21963631
  
  I am rejecting this response because: I want a refund for the labwork.
  
  Sincerely,
  
  ***********************

  Business response

  07/25/2024

  *****, our team is in the process of issuing your refund for the lab test. Should you have questions about this, please feel free to contact us at *****************************.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 28th 2024, my 8 yr old dog, Marlie, was taken to ************** Animal Specialists in ***********. She was lethargic and hadnt eaten or drank water in 3 days. She spent 9 hours at the hospital, the majority of which was in a crate, and they did not hydrate her. They did blood work and aspirated the liver for ************** her home with us with a gabapentin prescription & an appetite stimulant. The prognosis was potential liver cancer or inflammation. We had to wait 2 days for her results, but from the moment she left their care she was worse off. It shouldnt take an unlicensed pet owner to wonder why they didnt ask to start her on antibiotics & an IV to treat any of the possible diagnoses, or at the very least make her feel more comfortable. Two days later, on July 1 2024, she suffered and died in front of my mother at 5am. We were set up to watch her suffer, because those in her care treated her condition like there was no sense of urgency. Even so far as to be recommend for an appointment for her on July 31st, which she obviously would not have been alive for.We called multiple times the day before her death trying to receive guidance on her declining health. No one was available. We finally got a call back an hour after her passing that next morning, to be told that she did not have cancer, rather, she had an infection in her liver. An infection that not only should have been treated as a precaution immediately, but the procedure she was given, the aspiration of the liver, gave her a high risk of causing more of an infection, and without antibiotics, led to her fatal decline. They did not pay attention to ******. They were negligent, & failed in their responsibility of treating her. She succumbed to an untreated infection, exasperated by the procedure on her infected liver, & was given nothing to prevent a further decline. This is not only a case of being too busy of a hospital for their own good and clearly understaffed, but case of negligence.

  Business response

  07/03/2024

  ********, we are deeply saddened by your loss and understand how heart-wrenching ******'s passing is for you and your family. We wish to review your concerns thoroughly. When you are able, please reach out to us at ******************************* so we can discuss your experience in greater detail. Thank you.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between the dates of 1/18/23 - 2/14/24. I have been taking my dog Leeloo (7y F) to see VCA Northwest to have them diagnose and treat her rear leg lameness. For the last year they have tried neurologic assessment and treatment, orthopedic assessment and treatment, radiology, several follow-up visits, without any indication that they had a diagnosis that they were working on correcting. The treatments were all to try and identify what may be going on with her. I went new vet closer to my home, they recommended that I take her to Healing Arts Animal Care. I took ****** there and within 15 minutes of the doctor seeing her, they were able to identify what she had going on with her. I followed up with their recommendation for a new full set of X-Rays as the ones taken a year ago at ****** were not only old, but were not taken with the intent to diagnose a torn cruciate. I reached out to both of them and they asked for some time to look into it. After several days they informed me that they are not willing to issue a refund as her treatment "was handled appropriately based on the comprehensive records from multiple sources, including our hospital (********), *********************************************************************************** Animal Care. It has been noted that since February 2023, ****** presented with symptoms that did not align with a cruciate tear but rather indicated a different diagnosis.They noted that she showed signs of a "different diagnosis" but would not indicate what that was, and they were telling me that they have no idea what it could be without taking an MRI.I am seeking a full reimbursement for the year of treatment that VCA Northwest provided without ANY diagnosis. I feel that the treatment of ****** has been unethical and inhumane. She has been in pain for over a year, with all consistent symptoms, the only time they were different was when the bacteria was introduced during a failed joint tap for a culture sample.

  Business response

  07/08/2024

  *****, we understand how frustrating it must be when your pet is in pain and the path to finding a diagnosis feels uncertain. We would like to address your concerns in a more personalized setting to review ******'s treatments in detail. Please send an email to *********************** so we can discuss this further. Thank you.

  Customer response

  07/14/2024

   
  Complaint: 21926338
  
  I am rejecting this response because:
  I have already contacted you personally via email and phone, your response did not meet my desired outcome, and the choice move forward in a private manner indicates you still want to sweep your actions under the rug and not address the mishandling of ******'s treatment.  We will continue here.  So please follow up with me until we reach a settlement we both can amicably agree upon.

   

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

  Business response

  07/24/2024

  *****, we regret that you feel this way. Our regional medical support team, including the Regional Medical Director, has conducted a thorough review and concluded that ******'s treatment adhered to the standard of care. We understand the significance of your concerns and can be reached at *********************** if you would like to discuss this further.

  Customer response

  07/25/2024

   
  Complaint: 21926338
  
  I am rejecting this response because:

   

  I emailed the address you provided a week ago and still have not heard back from you.  I will continue to keep this open and would prefer you discuss with evidence here your finding and decision. I will dispute accordingly as the main concern of her hind leg lameness, the failure to refer me to your physical therapist that you refer other clients to whom I found from another referral diagnosed what you missed.  Now I had to put her down because of a respiring condition that your team was informed of multiple times on my visits, and I was told not to worry about... had your team listened to my concerns she might still be with me today.
  
  Sincerely,
  
  *******************************

  Business response

  08/06/2024

  We are deeply sorry to hear about your negative experience at our hospital and extend our heartfelt condolences for the loss of ******.
  
  While we understand that you feel that the diagnosis of cruciate injury was missed at our hospital, it is unclear when the injury occurred due to the length of time since we last examined her. The last exam at our hospital was December 16, 2023 by our ******************** for a hind leg infection. Her cruciate injury was diagnosed by your veterinarian on May 29th, 2024. It is impossible to know when ******'s injury occurred during this time period. 
  
  Please feel free to reach out to us if you would like to discuss ******* case in more detail. 

  Customer response

  08/08/2024

   
  Complaint: 21926338
  
  I am rejecting this response because:
  
  You are clearly missing the point of this all together. I have reached out to you at the address you provided so that we can "discuss it more privately" you have failed to reply to both my messages I sent to the provided address.  This case will remain open until you respond and I feel we have reached an appropriate settlement.  
  

  You also continue to miss my concern for the failed referral, that I had to get from a different VCA 18 months after my first visit with you.  A referral that you're front desk attendant told us that you refer a lot of patients too because this kind of injury is very common. Instead you continued to treat every other possible ailment other than what it was.

   

  on top of that there was zero testing don't for my secondary concern which was her labored and heavy wet breathing when she had been sedative and sleeping most of the day.  I was told by your team that it was "nothing to worry about, she is probably just snoring" I provided your team with videos, and brought her in on a visit for the leg lameness where she was doing it, and your team of specialists kept me there for 8 hours, and basically told me not to worry about it.  They didn't send me home they had me wait in the waiting room the whole time, at about hour 7 I was told I should maybe "go get food" this was like 3am...  I am so displeased with the way your team handled ******'s and my care.  She had to be put down due to masts that had grown on her lungs and on her trachea.  This is where I feel your team really dropped the ball. I know you were claiming to be focused on her leg lameness, and trying everything before (hopefully) sending me to Healing Arts...  but the fact is you failed to treat both of the reasons I brought her in, and completely ignored my concern that ultimately took her life.  So I hope now whoever is reading this understands my frustration fully.  It is a continuation of the same "sweep it under the rug and hope it goes away" practice you seem to have over there, and by asking me to speak privately, and when I reach bout not once, but twice to the address you provided, I am still ignored.  Please connect me with your most competent, and compassionate representative, this is emotionally draining, and I will not let it go until I feel we have come to an agreement that is fair.

   

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

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had nothing but issues with professionalism and payment from day one with this company. They charge you one thing and let you know the price and change it up once you receive the service. Appointments could never be made as the front desk would say there is never a doctor in the office. I received services and after my appointment was told that I was good to go and owed nothing. Fast forward a few months without contact from the hospital, although they claim to have, I did not receive a bill, phone call or any other statement at that point regarding the bill. The new practice manager calls me and says I have an outstanding balance and sees that they did not try to reach out to get a resolution but she will have everything prepared. I go into the office for another appointment and make a payment on the owed amount. I was then told that unless I receive another bill because it was the previous office managers fault I will be ok and owe no further. I received no other communication until I got a collections notice for the amount. I reached out to corporate who forwarded me to the hospital in which the practice manager left a very blaming voicemail which was incorrect on my end. My dog had passed away and they knew this and immediately sent me to collections the following day without even extending kindness to call me to talk about an owed balance they claimed was going to be written off. I reached out again requesting email as I work and can not get to my phone during their open hours, no response was given. I tried to call the office and they told me the manager was busy and would call me back, no response. I emailed the office a second time and still no response. It seems there is a gross neglect with front desk training and communication and I am being caught in the crossfire.

  Business response

  07/02/2024

  *****, were deeply concerned by the experiences you've detailed.The challenges youve described dont align with our standards of care and service. We would like to review your concerns and work toward a resolution, so please specify which hospital you visited.

  Customer response

  07/02/2024

   
  Complaint: 21924882
  
  I am rejecting this response because: the location is *********************. I am so deeply disturbed by compassion standards that the hospital abides by. I have had issues since the day I started taking my dog there. There is no communication within and outside the organization to the point I feel uncomfortable speaking with the office manager. 
  
  Sincerely,
  
  *********************

  Business response

  07/08/2024

  *****, our aim is always to provide clear communication and compassionate service to our clients, and we truly appreciate you reaching out.Please send an email to ******************************** so we can address your concerns more thoroughly. Thank you.

  Customer response

  07/11/2024

   
  Complaint: 21924882
  
  I am rejecting this response because: I have been trying to reach out and get radio silence. 
  
  Sincerely,
  
  *********************

  Business response

  07/16/2024

  *****, we have looked into your concerns and see that we have attempted to reach you via text message and spoken with you over the phone regarding your past due balance. It is important to us to answer any remaining questions that you may have and work towards a resolution. A member of our team will be reaching out to you shortly regarding this matter.

  Customer response

  07/19/2024

   
  Complaint: 21924882
  
  I am rejecting this response because:
  I have reached out via the provided email to corporate, to the vet office directly and now to the email I was told to reach out to in the complaint response and still have yet to hear from anyone. Communication on my part has been open but lacking from VCA company. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our 25 lb dog in this weekend for an emergency visit. I understand emergency charges for our animals in need. What I am in shock over is the invoice on pick up. We were quoted 800. possibly on the high end for the visit . Your staff informed us that there would be bloodwork first and then xrays if needed.All came back no issues. No blockage. ***Blood work was NOT done. **The invoice was astronomically high. I am in shock at the invoice and will require BOOD work done & a refund minimum 50% of the invoice we paid .Very disappointed in the cost of care from your facility.I am including the invoice for you to review.This is such an uncalled cost for practice for vet care in our society..We will be posting on social media if we do not get a response from you. This must be made public so that others are aware of the unheard of cost of healthcare in our family pets.

  Business response

  06/18/2024

  **** ****, we strive to provide clear communication regarding costs and procedures, and we're concerned to hear of your dissatisfaction with your experience. To discuss your invoice and ensure we address your concerns,please email us at *********************************** you.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my cat Pickles in to be seen by Doddridge Animal Hospital. They said they wouldnt see my cat and that because he had severe breathing problems that he needed to be rushed to the emergency room, specifically VCA Oso Animal Hospital. I took my cat in to be seen and 3 hours later they said that he would finally be seen after we waited and then they would call us back. They charged me $1500 and then they called me to say that he needed to stay overnight on oxygen. The next day they said they did blood work they hadnt sent off yet and they said that upon physical exam he had pleural effusion and problems with his heart. They didnt know why and said I had to put him on diuretics. I told them if they didnt know why and they werent going to find out why then they should just have him euthanized. They said ok but they didnt do anything for him other than prolong everything.

  Business response

  06/17/2024

  *****, your description of the visit with ******* is troubling,and we would value the chance to connect with you and address your concerns.Please send an email to *************************** so we can discuss your experience at length. Thank you.

  Customer response

  06/18/2024

   
  Complaint: 21855514
  
  I am rejecting this response because:
  this discussion would be best resolved between this mediation process.
  Sincerely,
  
  *************************

  Business response

  06/25/2024

  *****, we're deeply sorry for the loss of *******. Our priority is always the well-being of our patients, and we aim to provide the best possible care. We understand that losing a pet can be incredibly tough, and we wish to address your concerns comprehensively. We are open to reviewing your experience together and hope to work towards a resolution.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my Great ***** ***** to be treated for a wound on his back. Dr. *** was the veterinarian treating him at ******************************************************************************** She examined him, prescribed him medicine, and recommended a biopsy of the wound, which I agreed for her to do. Dr. *** said the wound could be cancerous since she did not see anything inside the wound. Dr *** scheduled us to return to take a sample of the wound on his back to be tested. Dr. *** had to sedate ***** to obtain the sample for testing. When I spoke to Dr. *** after she received the wound sample, Dr. *** informed me that she took samples of his **** gland also to be tested, which I did not approve. After the tests returned negative, I scheduled for Dr. *** to close his wound with ********* Dr. *** called me before the scheduled date to tell me she was not comfortable closing the wound with stitches because she felt she was not experienced enough. Dr. *** referred me to another doctor at a different veterinarian clinic. I took ***** to the referred clinic to have his wound closed but was informed by a doctor there that the previous ******* Dr. *** cut too much skin off around *****'s wound and now would need skin graft to close the wound. The doctor also noticed Dr. *** inserted stitches in and around *****'s wound, they informed me the stitches should dissolve automatically. Dr. *** called me a couple of days later to find out if the referred doctor removed the stitches she inserted on *****'s back. I informed her they did not remove the stitches but said the stitches would dissolve automatically. Dr. *** informed me the stitches she inserted were not the dissolving type, so I would need to return ***** for her to remove the stitches. My dog has been traumatized, abandoned and inappropriately treated by Dr. **** ***** still has an open bleeding wound with stitches that must be removed. I paid VCA a lot of money to treat *****; continual care is still needed due to Dr. ****

  Business response

  06/10/2024

  *****, the well-being of our patients is paramount to us, and we appreciate you reaching out with your concerns. We take your comments seriously and want to address them appropriately. Please email us at ***************************** to discuss this matter further and ensure we can provide the necessary support for Major.

  Customer response

  06/11/2024

   
  Complaint: 21814564
  
  I am rejecting this response because: I rather keep the communication with *** regarding my complaint within BBBs process. If *** wants to discuss this matter further with me for resolution, they are welcome to contact me at ************. I have already attempted to resolve my complaint with the *** regional manager in my area before I filed my BBB Complaint, my attempt was unsuccessful. The regional manager was rude, offensive, unprofessional, refused to provide me with ***s headquarterss contact information, and hung up the phone on me after she told me to lookup ***s headquarters contact information myself. The regional manager **** informed me that I did not have a right to complain and if I did complain to her headquarters office, I was only trying to bully her.
  
  Sincerely,
  
  *********************

  Business response

  06/18/2024

  We acknowledge your dissatisfaction with the lack of resolution of your pets medical condition. You have been referred to a Boarded Veterinary Surgeon for an evaluation and specialized recommendations for this challenging case. We sincerely feel its in your best interest and will result in the most successful outcome for your pet.
  Unfortunately, during our initial discussion, you declined all proposed options (including a full refund). Please know that we value your feedback, and the chance we were given to speak with you more recently about this matter.

  Customer response

  06/18/2024

   
  Better Business Bureau:

  I was contacted by ************** from VCA and have been working with him on a fair resolution. ************** has been very nice and professional which led to a satisfactory resolution to this complaint ID ********.  I have agreed to resolve this complaint with him.
  
  Sincerely,
  *********************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid upfront services that my dog did not receive. I talked to the administrator manager regarding this problem. They refused to make any considerations concerning this matter. requested to talk to **********. They bluntly refused. The cost of the veterinarian treatment was over one thousand dollars, When I was re-scheduled to return in two weeks. That the next appointment, we were charged another two hundred dollars. The dog's rash was not discussed The date of initial appointment was January 15, 2024.

  Business response

  05/28/2024

  *****, it's disheartening to read about your experience with the pre-payment and follow-up concerns. We'd like to look into your experience and address your comments, so we ask that you specify which hospital you visited.Thank you.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My newly adopted pup was showing signs of parvo. I brought him to the ** and was given 2 options: inpatient stay (starting around 5k) or an outpatient option (starting around $500). I chose the outpatient option. I was told by the vet that he had samples of the monoclonal antibody for parvo (a $200 life-saving treatment with 100% efficacy when given at early symptoms) but was told that was only an option as an inpatient. I was offered no additional testing. After a quick exam, I was sent home with 4 different meds and no verbal instructions. Just a sheet of paper with dosing duration, ***** diet, etc. It was my impression when I chose the O/P option, they were no longer interested in helping. I returned a 3 days later to get subq fluids.We returned (again) a few days later, as instructed by phone triage, as my pup developed a fever. After a long wait, the vet asst. brought the pup back for testing. The vet never came to talk with my husband about what individual symptoms our pup had, for an exam, etc.. Vet appeared 2 hours after arrival, and explained that the dog was dehydrated due to vomiting and diarrhea (our pup had neither). Had she talked with my husband prior to diagnostics, she'd know that. When my husband went to pay the bill it was $300 more than initially quoted. Additional costs were not discussed. We did reach out to the clinic director who claimed that the vet did an exam in the back room prior to diagnostics, to limit exposure (explain how that makes sense when my dog was already IN a room that would have to be disinfected). Her response to the additional costs was: "Honest question: If the exam showed that he was stable - besides the fever - would you have pursued the labwork and the radiographs?" This is about making informed decisions, which we would have liked the opportunity to do.The director claimed risk of "contamination" as a reason for poor care, but appropriate PPE was not worn by any staff, that I interacted with.

  Business response

  05/28/2024

  ****, we're saddened to hear about your experience. Your pup's health is very important to us, and we want to address your concerns promptly.Please specify which hospital you visited, so we can address this matter. Thank you.

  Customer response

  05/28/2024

   
  Complaint: 21760098
  
  I am rejecting this response because: Sorry, not rejecting the response. I wasn't sure how to reply the Clinic name. It was VCA in *********, *********. I have email correspondence with the clinic director, as well, if interested. 
  
  Sincerely,
  
  *********************

  Business response

  05/30/2024

  Thank you for specifying, ****. We ask that you get in touch with us at ******************************** so that we may go over your concerns in detail. Your continued communication is appreciated.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took my dog Trixie for a lep shot and ear check did not look at my bill at time of payment but found I was charged $93.00 for a physical ? My dog did not need a physical just the shot and a ear check so I would like a refund please she had a physical at the same venue two months ago

  Business response

  05/28/2024

  *****, we appreciate you bringing your concern with ******'s visit to our attention. We ask that you specify which hospital you visited, so that we may direct your concern to the appropriate management to be addressed. Thank you.

*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. ↩