Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this complaint against Vetco Clinics for refusing to issue a refund for services that were not rendered. On January 5, 2025, I purchased the Pup Shield Plus package for $200.99, which included two visits for vaccinations and preventive care. The first visit was administered without issue, but the second visit was denied on February 2, 2025, because my dog, ******* had minor symptoms following the first round of vaccines. These symptoms were typical post-vaccination effects and still fell within Vetcos policy criteria. I was fully transparent about Maddies condition, yet they refused to provide the scheduled services.Since Vetco denied service, I requested a refund at the ***** store where the clinic operates, as they were able to take my payment and should also be able to process a refund for the services not provided. However, they refused to issue the refund. The ***** store manager even acknowledged that what Vetco did was unfair and offered to help, but Vetco has continued to avoid its legal obligation.Vetco has since attempted to impose an unnecessary requirement that I visit a full-service veterinary hospital and submit medical records in order to receive my refund. However, there is no legal basis for this demandI should not have to see another vet to be reimbursed for services that Vetco itself refused to provide. This is an unfair and deceptive business practice, effectively amounting to theft of services.I have made multiple attempts to resolve this issue, but Vetco continues to delay and avoid issuing my rightful refund.Desired Resolution:I request an immediate refund for the portion of the Pup Shield Plus package that was not provided. Additionally, I urge Vetco to change its policies to prevent similar unethical treatment of customers in the future.

  Business response

  02/05/2025

  Our team has been in contact with this guest as of 02/05/2025 to resolve the issue. 

• Initial Complaint

  12/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  12/22/24 I had the worst experience with your staff. As i was having a panic attack because of their mistake they are calling me inappropriate. Your boss of them was so rude and made me so mad. I could not stand how she was speaking at me accusing me of things and not coming to a resolution about this. Ive been dealing with this for over a month. And i have spent so much money with Petco and Vetco. I dont feel valued as a customer at all. I was trying to tell her a resolution of free bloodwork for Rome for their mistakes. And she never let me finish anything! She kept making excuses saying it was a miscommunication when there are cameras at all your stores and dec 15. The staff did not do their job. And as a manager she has no customer skills to listen. I had hyperventilating on the phone bc of my panic attacks from nobody listening to what i needed. I drive an hour to get to a Vetco clinic. This is the worst i have ever had and Ive never had a problem until now. I am so disappointed in how they treated me and how the vet called me inappropriate bc i was talking loud from crying the entire time. They messed up my prescription for blue and put the wrong one when i asked many times. And for Cali on the app it was the completely wrong prescription according to the app. Then they sent an email fixing just that and not blues yet. And i am tired of trying to communicate with them. They are making it impossible for me to stay calm and its just the vet and the manager with a 616 number. She was sarcastic the entire time and never had sympathy. And **** when i brought him in they never wrote a prescription and never told me he needed blood work and thats what the manager was not understanding at all!!!!! She would not listen!! They shouldve told me he needed blood work and i wouldve done it like i did for blue today. But they still messed that up today!!!!!!

• Initial Complaint

  12/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to their vetco Clinic at the store to get updated shots for two cats. I got the records for one of the cats but did not get the records for the other as this company insisted on sending it by email. I was not able to get the record for the other cat which I would like to put up for adoption. I need these records immediately. I paid for them and they did not give me what I paid for. Now it says that this vetco is closed at this location I need my records or I want my freaking money back

  Business response

  12/23/2024

  Dear **** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us and sharing your concerns regarding the records for your cats. I sincerely apologize for the inconvenience you've experienced with obtaining the records from the Vetco Clinic. I understand how important these medical records are for your adoption process so we have forwarded a copy of your complaint to our Vetco Clinics team. They confirmed that they have sent the medical records for both pets to the email address you have provided.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer response

  12/27/2024

  I DID NOT GET RAYMONDS RABIES OR SHOTS RECORDS!!!!!!!!!

  Business response

  12/30/2024

  Dear **** *******,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********.  We are truly sorry about your ongoing disappointment on the issue.
  
  Our Vetco Clinics Specialist confirmed that she has resent Raymonds rabies paperwork and shot records to your email address.
  
  
  Thank you again for contacting Petco.                     
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Business response

  01/08/2025

  Corp Support can confirm that we have emailed the requested documents as of 12/30/2024.

• Initial Complaint

  11/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi I paid for a 3 package vaccine for my 2 kittens blueberry and cinnamon but I only received 2 vaccines I also didnt receive the rabies vaccine Please give me a refund for all the vaccines which were not administered Thanks

  Business response

  12/04/2024

  As all services provided in packages are discounted to provide the most value, we are unable to provide a refund for unwanted services. The pet parent is still receiving the best discounted price with the package vs a la carte prices. The website states that "No refunds, substitutions, alterations or additional discounts allowed for packages. Your vaccine package purchase is eligible for 4 months of redemption."

• Initial Complaint

  11/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 30 November 2024 Location: *************************, ** Issue: Had Vetco appointment for vaccinations for my cat. Brought cat in, checked him in. They had curtained off part of the store for the vet. I peeked around the corner to look at the setup (no animals or vet were there). I touched NOTHING.The vet saw me and said that she couldn't vaccinate my cat and refused to give me her name so that I could speak with her supervisor at *****. For a licensed professional - I would expect someone to be willing to give their name. I asked the store manager to please get me her name and she refused him as well.I did nothing wrong. There was nothing posted. Every other time I have gone to this same Petco for pet vaccinations- there was no *********** was able to observe the vet with my animal. I would like to understand why this time was different and why the vet would not provide her name.

  Business response

  12/04/2024

  It is our understanding that the client requested additional time with the veterinarian. Due to the nature of our clinics, our appointment times are five minutes whereas a full-service clinic was deemed better suited for this pet parent's needs. The pet parent is welcome to return to have their pets serviced. Our Vetco veterinarians are on a contract/rotating basis and we cannot guarantee that the same veterinarian will be present.

• Initial Complaint

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my dog in May 2024 to get his rabies shot, the vetco employee said he needed multiple shots to be up to date. So I paid for all the shots needed, and I thought he would be getting them all that day. She handed him back and said they can only do some of the shots that day and I will need to bring him back to get the rest of the shots and to just show the receipt when I get there. She did NOT specify that I needed to take him back within 2-4 weeks for the shots to be effective. And she did NOT say that I had 60 days to bring him back for the rabies shot. So, I am now just finding out I paid over $200 for nothing. The vetco employee, ********, should have taken the time to explain the procedure to me and gone over the timeline. I called customer service twice, and both ***** and ******** **** up on me. Although, I was upset, I at no point was rude or felt that my tone warranted being ignored. This clinic is very dismissive of there customers time and money.

  Business response

  12/04/2024

  Timeframes to return for boosters can be found at the bottom of your Vetco Visit Summary. Your pet's medical records, including the ********************** Visit Summary, are provided after every appointment. We apologize for the experience. 

  Customer response

  12/08/2024

  Hello,

  While I understand that notes are added to vetco receipt, I was not made aware of that at the time of my original visit. It wasn't until I recently returned to vetco to get the remaining shots that it was pointed out to me. During my initial visit, I was handed my receipts and told to come back later for the remaining shots. The veterinarian or the assistant did not take the time to go over the next steps. I was not told that his shots would not be effective unless I came back in a certain time frame. This was my first time taking my dog to vetco and I wasn't familiar with the way the shots worked. I think it should standard procedure for the vetco employees to take the time to go over the follow up requirements, instead they handed me my dog and and the receipts and sent me on my way. While I realize I should have more diligent in taking the time read through all of the vetco notes, I trusted your staff to be diligent in explaining the process. The vetco employees left me with the impression that I could bring my dog back at anytime, because everything was already prepaid for. My $200 was completely wasted on a product that is now not effective and for the rabies shot my dog didn't receive. This is unacceptable. As a first time vetco customer, I trusted your staff to be informative and take the time to provide the necessary information. I believe vetco should make it right, and credit me the amount lost so I can finish getting the shots for my dog. Do to financial hardships, I cannot afford to pay that amount again.

  Thank you,

  Business response

  12/17/2024

  We sincerely apologize for the poor experience. We are unable to reimburse for expired services. We value you as a Guest, and your feedback helps us continue to improve *****.

  Customer response

  12/18/2024

  Hello,

  While I understand your policy is listed on the slip, it was a failure of communication on your staffs part. I was told that my dog wasn't able to receive all of his shots that same day because it was too many to give all at once and that I can just come back later and bring the receipt for proof that his shots were already paid for. Your staff should be instructed to go over the process with every customer, especially first time customers, to ensure that the timeline is given. I feel taken advantage of. My money was taken, I was given the incorrect follow up information by your staff, I was hung on multiple times by your customer service team, and I never received the shots that I paid for. All I am asking for, is to receive the product that I paid for. Thank you. 

• Initial Complaint

  11/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I brought my dog to Vetco. I should have read these reviews first but I requested a package for her first round of shots. 11/2. I was told that because we didn't have any history we will do the rabies first and come back for the rest of the package and I will only be charged partially for the package of shots that I requested. I went back 11/26 and was told in didn't get a package i was charged ***** for rabies and deformed. I needed her shots so I got another package for ******. The highest package is only 200 which includes everything. I've paid over 200 for minimal services. I was told to call the support line which I did and only received an apology. I either want what is included in the highest package or my money. I was lied to and not given a service I paid for. I see the rating is F here so I'm doubting my issue will be resolved though which is horrible. This business is a scam

  Business response

  11/29/2024

  Thank you for taking the time to provide honest feedback on your recent visit. We are sorry we did not meet your expectations.

  We will reach out on our platform to rectify this situation. 

  We value you as a Guest, and your feedback helps us continue to improve Petco.

  Customer response

  12/01/2024

  no one has reached out to me. I called customer service again was told the same thing. No one will help but it was expected. 

  Business response

  12/04/2024

  We have attempted to contact this client with a resolution via phone and have left a voicemail. We recommend that you reach out to our Vetco *********** at ************.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint against Vetco due to their refusal to correct a prescription error that was entirely their fault unless I incur additional costs. My dog, Ivy, has been a patient at Vetco's ******* *********** for years, and they have her medication history on file showing that she has always taken Simparica, the correct pill for heartworm, flea, and tick prevention. Her past medical records include a note reminding me to administer the Simparica prescription. I will attach the document.During a visit in September, which was Ivys annual appointment for vaccines and her heartworm, flea, and tick prevention medication refills, I was specifically asked what medication she takes. I informed them of the name of the drug and made it clear that she has always been on that medication and nothing else. They assured me they would refill it. However, instead of prescribing the one pill she has always taken, they prescribed two separate medications that are significantly more expensive and required to achieve the same result as the single pill she needed.On November 18th, I called the clinic three times to resolve the issue. Each time, I was told that the only way to correct the error was to schedule a new appointment with the same veterinarian, which I would have to pay for. When I asked to speak with the veterinarian directly to explain the urgency and their responsibility to correct their error, I was told by three different representatives during these calls that the only way to speak with the vet was to make and pay for a new appointment.This situation forces me to bear the cost and burden of fixing an error that is entirely the clinics responsibility, while also putting my pets health at risk due to delays in receiving essential medication. Prescribing two expensive pills to accomplish what one pill already did, and refusing to correct this mistake without additional cost, demonstrates a complete lack of accountability and poor service on Vetcos part.

  Business response

  11/29/2024

  Thank you for taking the time to provide honest feedback on your recent visit. We are sorry we did not meet your expectations.

  We have reviewed the pet's account and it appears that this is their first visit with Vetco Clinics rather than Vetco Total Care. Preventive medication is prescribed at the discretion of the treating veterinarian. The guest has been advised correctly what we are unable to alter the prescription on file. Only a Vetco Veterinarian can make these changes at the time of an appointment. Vetco Clinics does not charge an exam fee or for written prescriptions. 

  Customer response

  11/29/2024

  Regardless, the vet ensured me that she would refill my dogs simperica trio prescription and then did not put the right medication. This was an error on the companys part and now the business wants me to go back and correct the the mistake they made because of a company policy that does not allow a vet to speak over the phone. I would have never brought my dog had I known that there would be no way to correct a mistake they made without going back when I shouldnt have to. I called her regular vet who was accessible by phone and was able to refill her medicine thankfully. But that also just goes to show you its the companys policy to not fix their mistakes easily for customers. They would rather just make you go back to see their rushed vets who do not pay any attention to detail. 

  Business response

  12/04/2024

  We apologize for the inconvenience. Due to the nature of our clinics, we are not a general practice. Any changes to prescriptions or prescriptions for new products must be given at the time of the appointment by a Vetco veterinarian. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my dog to vetco in Dec 2022 for a rabies vaccine.she was due again in Dec 2023.i brought her back a week before her rabies was due. Her rabies vaccine record should have been for three years they gave me a one year.i did not notice at that point. Shortly after that I called customer service on a couple occasions with no solution. I had spoke to one of the vets when I had brought my daughters dog in about my situation with my dog 2024,) she stated if customer service can not help come back at the clinic she would try to contact someone to get straightened out.i dont know who she was but she seemed helpful. Never went back till today. They had a clinic going **********, ct. I brought up again my concern my dogs vaccine paperwork says due next month,but really not for Two more years . In a nutshell the 3 or 4 people there working for vetco said nothing could be done.and that I would Even have to pay for a rabies vaccine even though the rabies certificate error was their failt! They even said this happens quite often and maybe customer service would refund me. I do not want my dog getting a rabies when she doesn't need it.i asked if she could have that vet call me because one of them said she still works fior vetco at times. No couldn't do that. One of them said nothing can be done because already in the computer. And said another rabies is safe to get, What! Shes not due to get one for 2 more ******** I called where i found out that vet currently works but only spoke to receptionist ,she put me on hold told me it was Vetcos responsibility. This should not be so hard just to get my dogs paperwork right! She had required rabies vaccine within the proper time frame. I did put in a complaint with vetco customer service but since things have been so hard with this company I decided this is the way to go because I lost confidence that they will help me. I just want my dogs paperwork corrected!!!! So she doesn't have to get unnecessary vaccine.

  Business response

  11/06/2024

  Vaccinations are given at the discretion of the Vetco veterinarian at the time of the appointment. The client was advised correctly that the corporate team is unable to make changes to the medical record. We have added a complimentary ****** Rabies vaccination to the pet's account if the pet parent chooses to return. According to the previous medical records, the client has until 12-10-2024 to utilize this 3-year vaccination. 

  Customer response

  11/11/2024

  I spoke with someone from the state **** *********************** regarding the rabies vaccine . The rabies vaccine was giving as follows for my dog, in December of 2022 and again in dec of 2023. That should have been a three year rabies. I believe a mistake was made of the part of the vet. Not at her discretion. In the state of ct situations at a vets discretion are other situations where say a dog has an illness or such where having a rabies vaccine could possibly harm the dog, etc. there is no reason a vet would say hey, let me make this dog come in again in a year unnecessarily. She has at her proper vaccines at the proper times.I do not want her to now have to get a rabies when she is not due! I told Vetco when they called me last week , I would like a letter from that vet as to state why she chose to ,at her dicreation, give my dog a one year instead of a three year. Nothing was mentioned to me at that time , when she went in a for her three year rabies. I still think it was a mistake that can and should be fixed.

  Business response

  11/13/2024

  The client was advised correctly that the corporate team is unable to make changes to the medical record. We recommend that the client returns prior to 12-10-2024 to utilize their complimentary 3-year vaccination. 

  Customer response

  11/13/2024

  I never saw in Daisys paper why Vetco is claiming the vet only gave a one year rabies at her discretion and the reason behind that decision.Vetco is now offering me a 3 year complimentary rabies vaccine. How do I know if I  get the shot through Vetco again, by December 10 2024 that again ,at the vets discretion it wont be for just another year.because that is what they were claiming. The second rabies shot ***** got in 2023 , was a one year at the vets discreation.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I had a Vet appointment on 8/24 @ 12:55 pm I arrived early to my appointment and was waiting in line the man who was supposed to check me in was not acknowledging me and had his back turned to me the entire time pretending not to see me, even though I was literally the next person in line. At 12:47 I decide to check my phone and see if I can just check myself in via text. (I have the proof)I continued to wait while they finished up with the people in front of me. (at this point it's about 1pm The vet assistant comes over with the rudest nastiest attitude telling me that they are going on lunch. I told her that couldn't be possible because I had an appointment. She says I don't care take it up with Vetco customer service. I got upset and asked why they would have appointments during a time that they had lunch and why they would let me wait that whole time in line if they knew they were planning on denying me. they didn't care what I had to say and they didn't care that I had waited and wasted my time coming to my appointment. **************** has refused to help.

  Business response

  08/29/2024

  Thank you for taking the time to provide honest feedback on your recent visit. We are sorry we did not meet your expectations. 

  We have reached out to this client via phone to de-escalate.

  We value you as a Guest, and your feedback helps us continue to improve Petco.

  Customer response

  09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

  Customer response

  09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

  Customer response

  09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

  Customer response

  09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

*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. ↩