Complaints

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 8th around 6pm we brought our Dog to the *** Animal Hospital Emergency Room in ************ as recommended by our Vet as the blood test results taken were alarming. We arrived at the Hospital Emergency & were taken care of immediately. We explained to the Vet that our Dog was throwing up & we just came from our Vet and handed the blood test results taken an hour earlier. **** took our Dog to the back & they came back with an estimate for over $10K said i had to leave a 50% deposit before they can start treating her. I paid the deposit; they showed us where she was being treated & the Vet on duty will call us around midnight with an update. Well 12am came along then 1am & no call we called the hospital and were told that she was stable and that the shift Vet leaves at 2am but they have her scheduled for a Sonogram 1st thing in the morning. We called again at 9am and were told that still waiting for the sonogram as there were other pets ahead of her. We called again at 10am and then again at 11am and still waiting for the sonogram. The next thing we know around 12pm we get a call from the Hospital; our dog was being moved to the sonogram and she just dropped dead in their arms. These were their exact words. Half of the things they were supposed do to were not done. My dog was left there locked up in a cage for over ********************************************************** company procedure was done in an emergency like manner. This is animal neglect. Not even our Dog was considered an emergency patient when they took their sweet time to conduct a sonogram and even more so an X-Ray that they did not do as well. So, all this time they had my Dog but had no idea why she was throwing up. All they wanted was my money as the majority of my bill was for the overnight stay not so much for the treatment as they did very little if any. This Hospital should discontinue using the word Emergency and should be shut down. Total Animal Neglect, *** ************** of Animals

  Business response

  05/14/2024

  *******, our hearts go out to you for the loss of your dog,and we take your remarks very seriously. We understand how distressing this situation is and want to ensure that your concerns are thoroughly addressed.Please contact our hospital manager directly at **************************** to discuss this matter further. Thank you.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been inquiring about the Care Plan for my dog for months. All the signage and material stated the monthly fee. It did not mention, and I was not made aware until today, that this was a yearly contract billed in monthly installments and NOT A MONTHLY PLAN THAT WAS ADVERTISED.In addition, I was made aware today that if the plan is cancelled or the pet passes YOU DO NOT GET A REFUND AND YOUR YEARLY BILL IS FORFEIT.This is an obvious scam and bait to get people to sign up for pet health plan and not deliver on what is promised

  Business response

  05/08/2024

  *******, we appreciate you bringing your concerns regarding CareClub to our attention. Providing transparent and helpful communication is important to us, and we are eager to address your comments. To allow us to further discuss this with you, kindly specify which hospital you visited. Thank you.

  Customer response

  05/09/2024

   
  Complaint: 21675062
  
  I am rejecting this response because they requested further information which is below:
  VCA ******* Animal Hospital
   *********************************************
  
  Office at ************ Vet also displays the misleading advertising and info about care club
  ****************
  ******************
  
  Sincerely,
  
  *****************************

  Business response

  05/09/2024

  *******, thank you for providing these details. We would like to delve into your concerns at length, and we ask that you get in touch with us at ************************** at your earliest convenience. We look forward to speaking with you.

  Customer response

  05/09/2024

   
  Complaint: 21675062
  
  I am rejecting this response because:
  Contact me at ****************** 

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

  Business response

  05/14/2024

  *******, we understand that Management has been in touch with you directly to address your concerns, and to confirm that you do not have a CareClub membership. Thank you for setting aside the time to speak with us.

  Customer response

  05/14/2024

   
  Complaint: 21675062
  
  I am rejecting this response because:

  I think there was some confusion. Thank you for the contact.  However, none of the signs, I  the waiting area or exam rooms, indicate the true nature of the care plan.

  It appears to be a monthly plan but I was later advised it was a yearly contract in monthly installments.  Plus i was told if the pet passed on , the owner moved outbof the area, or other such reason that the contract would need to be cancelled then the remaining monthly fees would be forfit.

  This is obviously a bait to get people to sign up 

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund of my credit balance. I have yet to receive a check for such.

  Business response

  05/07/2024

  *******, we take all billing concerns seriously and are eager to address this matter to your satisfaction. Kindly reach out to us directly at ************************** so that we may gather more details and work towards a resolution. Thank you.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good evening,I have asked your office for a full refund of the $3,000, you charged us after we already paid $700, for the original visit!! We already paid, you take advantage of emotional pet parent's!! after we were home for only an hour, @9:30 and after our original visit, our cat seized 2 times, we called you in a panic, around 11pm, I told you it was the ** meds you put him on, that he has never had a seizure in his life, you tell us to bring him back to change his meds, then tell us when we are there he has to stay the night to monitor him, it was so traumatizing watching our poor cat seizing, an before I brought him back, I asked you if we would be charged again, you said no, that its the same day and with in an hour of the original visit, but then you turn around and charge us $3000, and tell us you are keeping our cat, till we pay!! What kind of business treats customer's like that, in the very emotional state we were already in. I asked what the heck is this for, you said we charged you for more testing (that we did not agree too also when the cat was there over night, you also charged us for giving him the ** meds, ( which we already paid for) and you told us you had no idea why his ** was so high, my cats ** was 300. I have wrote to you this being the 3rd time, to refund us the full $3,000 (our cat was not even there a full night, maybe a 1/2 day) hospital stay, medication ( we paid for) tests we did not agree on, on February 28, 2024. We had to take him to our vet 3 days later because he went blind and stop eating. They did the same test you did, and told us he had kidney disease, I had to put our cat down on March 5th, You took advantage of our emotions, you knew we could not even think straight because we were so worried and upset about our cat, I will be writing a review of the way you treated us, well we under extreme upsetting destress over the health of our cat shadow. I will not let you get away with this or do this to another family!

  Business response

  05/02/2024

  *********,we're truly saddened to hear about the loss of ****** and the stress you experienced during his treatment. We deeply value the trust our clients place in us to provide compassionate, transparent care. Your concerns about the charges and the communication regarding ******'s care are something we take very seriously, and we want to ensure they're thoroughly reviewed. Please specify which hospital you visited, so that we may properly route your concerns. Thank you for reaching out, and please accept our condolences for your loss.

  Customer response

  05/03/2024

   
  Complaint: 21646389
  
  I am rejecting this response because: I have already wrote out the date, Feb 28,2024 and how much I paid, and the way I was treated.  I contacted the business by email and phone and never received a response. all I want is a refund of a reasonable amount, between  $1500.00 to $3,000.  I have never been treated so badly by a business, not to mention one I am supposed trust with my cat shadow. They were rude and would not give us the cat back unless we paid $3,000 which I had to borrow, because the ***  animal hospital, in ******** MA, would not even consider payments, they said we had to pay the full amount to get our cat shadow back. It was humiliating to be doing this in front of other animal parents, and them hearing that we could not afford the bill. And then our shadow passing away on march 5th, 2024.

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

  Business response

  05/13/2024

  *********, once more, we want to express our deepest sympathies for your loss of Shadow. Although we take the concerns youve shared seriously, we are a bit confused, as we do not have record of a correspondence from you of this nature. We ask that you call or email the hospital directly so that we may personally address this. We will also have a member of our team reach out to you personally. Thank you.

  Customer response

  05/15/2024

   
  Complaint: 21646389
  
  I am rejecting this response because:

   I have sent to this letter below to the business already!! They will not respond or get back to my messages. 
  <
  ?
  ?
  me Mar 15
  to info@southco
  Good evening,
  I am adding onto my previous message to you, about refunding us a full refund or $3,000 for shadows hospital stay, medication plus another $700, for food and more meds and tests. ect. from February 28, 2024.
  He passed away after he left your hospital.
  I have filed a complaint with my lawyer and will be suing you for taking advantage of our emotional distress you knew we could not even think straight because we were so upset, I will also be writing a bad review of the treatment to my son and I, well under extreme upsetting destress over the health of shadow. You took advantage of our emotions and I will not let you get away with it. Or do this to another family!
  If we do not see an email or letter showing that you have refunded us via check or credit cards used!!
  
  Sincerely,
  
  *******************************************

  Business response

  05/20/2024

  *********, thank you for taking our call on the 16th and allowing us to walk you through Shadows completed care with our team. We do empathize with your perspective and want to offer our deepest condolences on your familys loss.
  After a complete walkthrough of the visits with ******, and the communications / constant correspondence, we do stand by our decision that we are unable to process a refund for the care provided.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vca charged me over 500 dollars for a 3.5 hour wait then office visit in which tests were run but no medication was prescribed AFTER the test results came back. They refuse to prescribe antibiotics without ANOTHER office visit and tests. It shouldn't cost over 1000 for a dog uti. This place is unethical and treats people terribly. If you don't believe me just read their condescending answers to their 1 star reviews on ******* These people don't deserve to be in business. Rotten to the core.

  Business response

  04/30/2024

  ****,it is concerning to read about the dissatisfaction you've experienced regarding the costs and the approach to prescribing medication for your pet. We strive for transparency and understanding in our care, and it's important for us that you feel heard and respected. Please identify which hospital you visited so that we may properly route your concerns. Thank you.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The doctor on duty either purposely or negligently misdiagnosed my cat sending them home with medications. That did not treat but caused more harm, causing my cat to die in excruciating pain. I took the x-rays to three different other vets and they said they dont know how this vet came up with this diagnosis it was completely wrong, causing my cat to die, all sided negligence or it was done to purposely built money for x-rays and fees

  Business response

  04/19/2024

  ****, I am deeply saddened to hear about the loss of your cat and the pain you've been through. This is certainly a distressing situation, and I take your comments very seriously. To allow me to properly route your concern, please specify which hospital you visited. Thank you.

  Customer response

  04/21/2024

   
  Complaint: 21588770
  
  The vet is located at ***************************************************************  
    Also the reimbursement of the price to go to another vet and put him down and triage again $625
  Sincerely,
  
  *********************

  Business response

  04/24/2024

  ****, thank you for getting back to us with this information. To allow us to further address your concerns, please reach out to **************************** at your earliest convenience. We value your communication and look forward to speaking with you.

  Customer response

  04/29/2024

   
  Complaint: 21588770
  
  I am rejecting this response because: They are negligent  for misdiagnosing my cat causing an excruciating painful death and there are other complaints of this matter. If I go to the listed website for reviews it has me blacklisted and do not responds. I went there first and was treated rudely. I deserve to have my $840 plus &400 that it cost for another vet for  their incompetence not the runs a round
  
  Sincerely,
  
  *********************

  Business response

  05/13/2024

  ****,it is disappointing to learn that you hold this opinion, and we can be reached at ****************************  if you wish to further discuss these concerns. Thank you.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me $332.00 for a cytology that was inconclusive so they recommended me to take my dog to another vet so I would like my money back they did nothing

  Business response

  04/16/2024

  ****,we appreciate you reaching out, and are disheartened that you did not find great value in the care provided to your dog. To allow us to further address your concerns, please specify which hospital you visited. Thank you.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in regard to our cat, ***** that was referred to your ER ********* ******* Animal Hospital by our regular vet. On Thursday January 4th, I had an appointment at my regular vet. ***** was given a **ray at our vet they looked at the **ray and advised ***** needed to be seen at ER VCA ********* ******* Animal Hospital, they could not read **ray there was a line on ****** intestines that looked like a blockage. I was given a CD copy of the **ray and paid for **ray at our vet. I proceeded to drive ***** to ********* ******* ER. I came in and advised I had ***** due to a blockage and our vet called ahead of time to let them know I was coming. I waited in the Lobby and I hurried to filled out the papers, so ***** could be admitted. I wrote on the papers ***** was eating Hillls ********* wet food. I was taken to a room with ***** and ***** CD from our vet. ********************************** came in and spoke to me regarding why ***** was here today. I gave her the CD /Xray and advised her I was refereed to this hospital from Quad City. I advised per our vet ***** had a blockage and needed fluids. ***** was taken out of the room and I was given the paperwork regarding the deposit that would be needed for ***** to be admitted. I was told to go to the cashier and pay the deposit that was needed for ***** to be admitted. I left and went home to my house that is 45 minutes away. I received a phone call regarding ***** by *********************** advising ***** was doing okay and was getting fluids, she advised I would receive another call from her around 9-9:30 PM an update on *****. I never received a second phone call Thursday night. On Friday morning I called and left a message for someone to call me regarding an update on *****, I was told the doctors were doing their changing of their rounds and I would receive a phone call later in the morning. I received a phone call, Friday morning around 9:45- 10 am from Doctor ****** advising ***** need an ultrasound to figure out why his numbers are off the charts and his kidney function and make sure no cysts. I agreed on the ultrasound and she advised it would be done in the morning and she would call me back with the results when it was completed. I waited for a call back and received nothing. I called at 1:02 PM on Friday and left a message regarding the results of the ultrasound and find out how ***** was doing. I received a phone call back from Doctor ****** at 3PM advising the ultrasound was not completed and they would be doing it at 3:30 PM and she would call me back at 4:30PM. I received a phone call from her and she said I have good news, ***** has a 80 percent chance of recovery, no cancer and no chronic kidney failure. ****** kidneys on the **rays were enlarged and the ultrasound his kidneys were normal and he would need to stay a few more days to get his numbers down. I was advised he would need a surgery called P/U due to him having crystals in his bladder and he would need to be put on urinary food for the rest of his life. I advised her we had an issue with him eating, he has been really picky and would no longer eat that food. I advised I could mix it with tuna, she advised he would be only able to eat the urinary food without any tuna. Doctor also advised the surgery would be round 5k if a non board registered surgeon did the procedure and if a board certified surgeon did the surgery it would be more money. After this phone call advising ***** had an 80 percent recovery I was relieved, he is the heart of our household and loved him so much. How do you talk about 80 percent recovery and what kind of food he will need and cat needed to be put to sleep the next day? On Saturday morning my husband took the phone call from the doctor and was advised his numbers were not good and he was still getting fluids they were concerned he would go into heart failure if given too many fluids. My husband advised we would come down to see *****, we needed to be there before ****** had another procedure. We hopped in the car, drove down to see *****, we checked in and sat in the waiting room for ***** minutes waiting for Doctor ******* front desk paged her twice. A Uber eats delivery was dropped off at the front desk, was the doctor eating lunch and left us in waiting area?? Finally, a lady came and got us and put us in a room and we waited again for ***** to be brought in. Doctor ****** came in with ***** and asked us if we had any questions? We were so happy to see him we said no. I was taken back when she said, It always happens to the nicest families. I didnt ask what she meant because we were so happy to see ***** but what was that meant? She advised ***** had a blockage and he cleared it himself and she advised that never happens. Doctor ****** said when she brought him in he was sleeping in his litter box, he may smell. Sleeping in his litter box was another red flag that he couldnt go pee, he has never slept in a litter box. I asked if she could bring him so food because I can always get him to eat, she brought in a bowl with dry food. Dry food should not be given with an animal that is dehydrated. I said he will not eat the dry food, he hasnt touched dry food in weeks, her answer was thats what he went for, she left and came back with wet food. On ****** check in papers it asked what kind of food he is on, I wrote wet emergency Hills. ***** would eat sitting on my husbands lap and me holding the bowl. I believe at this point the doctor should have addressed what was going on with ***** not ask us if we had questions, we were paying for emergency services for her to do her job. On his papers that I filled out I advised he will eat the emergency wet Hills wet food. Doctor ****** left and were able to spend time with ***** purring and very happy to see us. Twenty-thirty minutes later a vet tech came into get ***** and said he needed to go back. I never in a million years would have thought that was the last time we would have seen him alive. We were told we need to make another payment before we left, which we did. We got in the car and said we were so happy to see him and how good he looked with the fluids. I called when I got home and asked for *********** and doctor notes to be emailed to me. Once I saw *********** numbers were off the charts that was not a good sign. I honestly was concerned how doctor ****** could have advised ***** had 80 percent chance of recovery. This was a red flag for me giving us false hope. We received a phone call Saturday evening, Doctor ****** said she was sorry, when I answered the phone, she advised ***** was blocked and needed to be put to sleep. I was very upset and crying, I asked if there was anything else they could do for him and to call us back in 15 minutes. My husband and I were very upset, Doctor **** called back and advised there was nothing else they could do, he needed to be put to sleep. We ******* minutes away and we did not take the phone call very well. Why didnt ***** have a catheter and pain meds when they were well aware he had crystals in his bladder with 2 **rays and an ultrasound?? Why was I advised he did not have cancer and his kidneys looked normal in ultrasound and enlarged on 2 **rays?? We thought we took ***** to a place where he would be well taken care of and had been told honestly what the outcome ***** would have had. I believe we were given false hope that we would recover/ all about the money. If ***** would have received the ultrasound when doctor advised it would be Friday morning and had a catheter with pain medicine, would ***** be alive today? Why wasnt ultrasound done when she advised Friday morning?? Did ***** only have dry food and refused to eat and suffer because no one was smart enough to think he could get blocked again after an ultrasound and two **rays that showed crystals in his bladder?? My heart hurts knowing our pet suffered at your facility. We paid for ********* services 4K and your facility failed ***** and our family. I hope no other family has to live with this nightmare for the rest of their lives. I look back and wished we would have taken ***** home on the day we went and saw him, he probably would be alive today at a caring facility. Your facility is all about the money, the family pet should come first. We *************** everyday, he was only 3 years old. If any cat deserved to be in heaven, it would be ***** he was one of kind. It has been very sad without him, we thought he would be here for another ***** years. We are very disappointed by the lack of honest communication from your facility. We paid for ER services and received poor service for our beloved *****. Our pet should have been treated like it was one of your own. Giant ER 4k bill and we lost our beloved cat.

  Business response

  03/07/2024

  We're deeply saddened to read about your experience and the loss of *****. It's heartbreaking to part with a cherished pet, and we extend our sincerest sympathies to you and your family during this distressing time, ******. It's important for ** to ensure clear communication and understanding for all our clients, and we would like to discuss your concerns in more detail. Please contact us at **************************** so that we can address your experience directly. Thank you for reaching out.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Girlfriend and I had a consult for surgery with our dog here. We had x-rays on file from our primary vet, they refused to use them and insisted they wanted to do an ultrasound to the exorbitant rate of 838 dollars for the consult with ultrasound. They told us we could pick up our dog in an hour and they would both call us when shes done and call us if they need to sedate her for the ultrasound. There was never a phone call follow-up, the ultrasound took 3 hours with no communication (my poor girlfriend was crying and a nervous wreck because it took so much longer than we were told and there was no communication she assumed something had gone wrong with sedation for the ultrasound). And then they sent us an estimate for surgery which was 5,700-6,600 for a bladder stone removal which ended up being 3 times more than everyone else we talked to subsequently after. In short, completely unprofessional health professionals. Zero communication. Price gouging taking advantage of people in a vulnerable position with sick pets. Despicable. Will never use them again. This is what happens when Mars Candy buys up veterinary clinics to service their debt before they sell it off in the heinous state its currently in.

  Business response

  03/12/2024

  *****,we take your concerns very seriously, and the experience you've described is not the level of service we aim to provide. Communication is essential,especially during times when pet parents are understandably anxious. We would like to make sure your feedback is properly addressed, so when you are able,please specify which hospital you visited. Thank you.

  Customer response

  03/15/2024

   
  Complaint: 21363015
  
  I am rejecting this response because: I visited VCA in ********, **. We had a miserable experience and I want to talk to someone in corporate. I want my voice heard and I want it made right. 
  
  Sincerely,
  
  *********************

  Business response

  03/15/2024

  Thank you for specifying which hospital you visited, *****. To allow us to personally address your concerns, please reach out to *************************** at your earliest convenience. We look forward to connecting with you.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my dog to ********** for dental care. Five teeth were extracted and sutures were put on too tight, per a dental vet VCA referred me to after my dog was in severe pain and the sutures were falling out. Vet at Acacia ********** said my dog had an allergic reaction to the sutures but the dental vet *************** said otherwise. My complaint is that I want to cancel the ************* contract because I want to go to a different vet who does not *********** Club. I already paid $600. ********** wants $900 to release me. I don't feel i should have to pay that since the dental care was botched.

  Business response

  02/29/2024

  *******,we take your concerns seriously and understand how distressing this situation must be for you and your dog. We aim to ensure the satisfaction and well-being of our clients and their pets. To allow us to further discuss your experience,please contact us at ******************************* you.

  Customer response

  03/05/2024

   
  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.
  
  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. ↩