Complaints

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My puppy was taken at 8 a.m. to Colonial Animal Hospital for unresponsive ness. They told me she needed intensive care and needed to keep her because she *** was exposed to a toxin. They told me they would give me frequent updates on whats going on. They called once. They did not give me any records of the blood work they did while I was there and never had me sign any papers. They called one time telling me they were giving her medication but didnt tell me what kind. I called a few hours before closing to find out her progress and they said they would send me an email within 15 minutes which never came. I went to get my puppy back to transfer her to a different hospital but they wouldnt release her because the vet said she would end up divorced if she continued to talk to me. She also said she wouldnt give my dog back because she was afraid I had a gun. My mom called the police out and I was forced to leave and forced to agree to pick up my dog in the morning. My puppy was being monitored in intensive care via a monitor. I just want my dog back now.

  Business response

  07/17/2023

  Dear Mrs. ************ believe you submitted this complaint prior to the conversation you and I had on the evening of the 15th and prior to picking up Bubbles the following morning. I have taken steps with my employees to help ensure the communication issues you experienced will not happen moving forward. More importantly, Bubbles is once again doing well and is safely back home. Given these two factors I believe we both can consider this issue amenably resolved. If such is not the case, please contact me directly so that such a resolution can be reached. Hope all is well.

  Sincerely,

  **************************, DVM

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my cat to this animal hospital as she had stopped eating for 4 days. She saw **************************. He didnt even examine her when I bought her in. He did some labs and said she was in Kidney *ailure. He said I could leave her for 3 days and do fluids and see if I could get her labs down. After two days there was very little improvement. I came and got her and took her home to have her euthanized at home. After getting her home I noticed that someone had cut her nails and some of them looked as if they were ripped down to the quick. I called the clinic and he said that nobody cut her nails and he didnt know what I was talking about. I took pictures and even the vet that came to euthanize her said her nails were cut down. They were ripped in places. He then had one of his staff call me back hours before I am going to put my cat to sleep and this person basically called me a liar. Said the cat had scratched her even though that would have been impossible because when I picked her up she was so out of it she could barely move and had no nails to use. Also when I picked her up her paw was collapsing and he couldnt tell me why. She wasnt like this when I took her in and was completely mobile and now she couldnt walk. Her labs were still bad but better then when she went in so no reason for this to happen. I requested records on her to send to insurance and was told they dont do them until after the animal leaves. He did no weight on her despite not eating, no temperature, no exam while I was there. He then proceeded to cuss at me using the * word and tell me he isnt responsible for what his staff tells me. Yelled at me and had no compassion for my loss. I have since heard and read horrible things about this man. He didnt even know it was a female cat because whenever he talked to me he said He. She was fine when I took her in other than not eating. I got her back unresponsive, unable to walk, covered in urine where they let her pee on herself, and mangled nails.

  Business response

  03/21/2023

  Dear *********************,

        I apologize sinscerely for the loss of ****** and the way you were treated by myself. I will have my office manager call you and issue a full refund today.

  Sincerely,

  **************************, DVM

  Customer response

  03/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will however only accept this resolution upon receipt of refund which I have not received today. I also did not receive a call from the company. If they do not do this I will not accept this resolution. I have heard too many times they say this and then no contact. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DOS: 10/14/2022 Client ID: ***** Visited this office for services to euthanize my 11 year old Saint. She had a bad ride over and had extreme difficulty in breathing once we got her out of the vehicle. Found out my appointment wasn't in the system - they admitted to having issues with the call center. We (front desk girl - apparently nobody else to help) and I had to stretcher her to the back waiting room. Spent the next 30 minutes in this room with nothing... nobody checked ... nothing ...all the while she has extreme labored breathing. I went out and asked what is going on, front offered water and to find out what is going on. 10 minutes later, nothing still. I go out again... finally I get some water.. apparently an unexpected flurry of c-sections was the reason for the delay. I was told that someone would be in shortly to sedate her. Waited again another 15 minutes. I went looking for someone and found 2 in the back room (employees only) just sitting and chatting! I raised my voice and was assured someone would be in to sedate. Another ***** goes by and I have to **** someone down again... this time the entire office heard me. Finally someone came in 5 min later to sedate. Now we wait quite a while longer - like 30 minutes and a doc comes in and apologizes, she is with someone that is on her day off... they look at euthanizing and found that what they have was not sufficient. So back to waiting... a new doc comes in and administers the shot. This was the owner. He apologized and assured he would do something about it. Nothing for me of course after 2 hours now of being in the room... waiting with my son and dog. I asked what kind of place he is running ... nothing but excuses. I am not an angry person, but I had to get angry in that office to get action from these folks. Owner could care less - eh he said he had some issues to manage. One month later still no ashes (promised 2 weeks) of my pet which I paid $200 for...the office staff insisted it is not their issue & I needed to communicate with the folks that provided the cremation service to them. I said I paid you so I should be getting my money back from you. Then she proceeded to yell "come right into the office and get your money". Still no ashes of my pet. I want my money back as i Have followed up twice without results for my pets ashes nor cash. This point = zero trust.

  Business response

  12/28/2022

  Dear ******************,

       I am the owner of Colonial Animal Hospital. I again apologize for the added emotional difficulties during your time of loss. I was unaware there were ongoing issues AFTER the evening of Biscuit's euthanasia; my receipt of this BBB complaint was the first I had heard about any of these ongoing issues. As soon as I read this I stopped everything else I was doing, pulled my reception manager for everything she was doing and immediately had her locate *******'s ashes, had her verify the ** Tag in the ashes matched Biscuit's ** with the cremation company and then immediately call you to issue a full refund for all of your troubles. I do care deeply about my patients and their families as does my team. I sincerely apologize for all of the troubles especially around such an emotional time. The refund was recieved and we have Biscuit's (confirmed) ashes here at our hospital ready to be picked up. 

  Customer response

  12/29/2022

   
  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.
  

  we did however call the office twice to request action. Without luck. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dr. ************************** showed complete and utter negligence towards the wellbeing of the 10 week old puppy I brought into his office on the morning of 9/18/2022. I reviewed this veterinarian on ****** at first, and it looked as though this place was spoken very highly of. This veterinarian spent a total of 3 minutes examining the dog, doing a simple check of his heart for a few seconds, as well as only examining his eyes in which I had made a complaint to his technician about. This was supposed to be a full examination, as the dog had just come from being adopted, had a spot of hair missing on his leg, was diagnosed with roundworms by Dr. ************************** per his Technician about a half-hour before the examination, and I had noticed an obvious infection within the dogs eyes as well earlier this morning, which expedited his arrival to this office. He then walked out before I could even ask him any of the questions I had, like when the dog would be due for his next vaccines as he was 10 weeks old, neutering information, food recommendations, etc. He does not take his time to explain to the owners what is in their dogs best interest, or even what their dogs may need as a necessity. If a naive person were to walk into this veterinarian's office, I would fear for the wellbeing of their animal due to his negligence, and lack of care for his patients. This veterinarian wrote a prescription for my dog, in which did not even last the full amount of time that this licensed veterinarian prescribed. He not only did not perform the full examination I paid for, he also wrote an incorrect script that he intended to charge me again for. He instantly insisted that the only resolution to his failure of prescribing properly, was for me to purchase another round of his medication again. This veterinarian has clearly shown that he is more concerned with the quantity of patients that he examines and the money behind their owners, rather than the quality of his care in terms of the animals.

  Business response

  09/26/2022

  Dear *************************,

  I apologize for the negative experience you had. I distinctly remember you coming in and asking for a refill of your medication. As I explained to you that evening, the prescription for your medication lasts sufficiently for 99% of patients. It was not prescribed to you in negligence or in insufficient quantities for the course of therapy I recommend. For this reason I politely requested for you to pay for additional medications. Similarly, we structure our appointments in a technician, doctor, technician encounter. This gives all owners at least three chances to ask all questions necessary pertaining to their pet. Additionally before leaving every room, I personally ask each client if they have any other questions or if theres anything else I can do for them today. In attempt to further ensure that each and every client has all of their concerns met. I am a human being and if I failed to do this during your specific  appointment I apologize sincerely. I recognize that you are unhappy and if theres anything I can do to help you and Koda Im always here and willing to help. All I care about is that the patients are cared for. 
  

  Sincerely,

  **************************, DVM

  Customer response

  09/27/2022

   
  Complaint: 18125888
  
  I am rejecting this response because:

   

  This response is a pathetic defense, and your apology is not accepted as at the end of the day, your negligence for my dog was demonstrated clearly on 9/18/2022. An apology will never reverse your actions on that day, as this involves the negligence of an animal. Your reviews across the internet are beyond horrendous to say the least, and I could not be more sorry I ever even considered walking into your office that day. I'm sure you pay a lot of the money you scheme your patients out of back to ******* to hide the reviews stating how atrocious your office is. As much as I should be refunded for the service (being the full examination) that I did not receive from your business, I will not fight something so little when being compared to the bigger aspect of this situation. Please be on the lookout for the notification from the ************************************************** in which I have filed a complaint against your license, as clearly higher action must be taken. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We took our Bichon to this Veterinary practice for bladder surgery. He came home the same day and didn't want to eat. He got worse each day. We took him to a Specialty Vet where he died that night from an infection. We have heard other complaints about this business. They need to be investigated.

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/07/26) */ Dear Mrs. *********, My name is Dr. W. Dane F. and I am the owner of Colonial Animal Hospital. I am sorry to hear about the passing of your beloved Bunker. I have checked our computer records and they indicate that Bunker had surgery here on 2-28 and was again seen here on 3-2 for inappetence fowling surgery. I also see where records were sent to a specialty veterinarian on 3-3. If you would like to discuss the details of this case I would appreciate the oppurtunity to do so over the phone. You can call the hospital any day Sat-Wed and I will make time available to discuss your concerns. Our phone number is XXX-XXX-XXXX Consumer Response /* (3000, 7, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want a full refund. Business Response /* (4000, 9, 2022/08/04) */ Dear Mrs. *********, I have requested to speak directly regarding this matter. I do recognize your concerns and feel that we can come to a resonable solution. I have taken your request into consideration and am requesting to speak to you before coming to a conclusion. Consumer Response /* (4200, 11, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please call me when you are in the office XXX-XXX-XXXX. I tried calling you today and you were not there. Business Response /* (4000, 13, 2022/08/13) */ I have cintacted Mrs. ********* and am in the process of issueing her a refund.

• Initial Complaint

  05/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/6 @ 7am I came into colonial animal hospital with my little dog for urinary concerns. After waiting 4 hours and being told that they did not have time to extract urine from my dog they sent me home with the wrong medication. Instead of giving her pain meds they gave us medication for congestive heart failure which suppresses the heart rate and blood pressure. It blocks all beta blocker. My dog was lethargic and unconscious. They refused to do anything about it. There has been numerous counts of people who have made negative reviews regarding this clinic and killing multiple peoples dogs. This cannot continue. We the people need your help. Pets are family. After it was said and done they never tried to make things right with me. All they said was we are sorry. This place needs to be investigated ASAP before more animals are killed under their malpractice.

  Business response

  05/26/2022

  Business Response /* (1000, 9, 2022/05/26) */ Dear Mrs. ******, We are sorry for this miscommunication. We will surley issue you a refund for the issues you expericed on 5/6/22. I will have my office manager reach out to you tomorrow to resolve this matter ASAP. Thank you for your feedback. Consumer Response /* (2000, 11, 2022/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the business response because they are trying to make things right. Consumer Response /* (3000, 17, 2022/08/22) */ Colonial animal hospital was suppose to refund me a full refund for a previous complaint that I made through the BBB & they agreed to paying me in full. But when the check came in it was only for $150 and I'm now realizing that the original amount was $300. They almost killed my dog a long with many other clients dogs and they couldn't even issue me a full refund. That place should not be allowed to operate. It's a true disgrace and they don't care about the well being of the animals at all. I realize that some time has passed by and that I might've realized it a little to late but i still felt the need to let the BBB know that colonial animal hospital is full of crap and they should be investigated. * I do have proof of the check deposit as well that I can provide. Business Response /* (4000, 19, 2022/08/23) */ I further apologize. I will have my office manager contact you tomorrow to resolve this issue. Consumer Response /* (4200, 21, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) they have yet to contact me. Business Response /* (4000, 23, 2022/08/30) */ Hi *******, we have actually made several attempts to contact you but the phone number is not connecting. Can you please E-mail our manager Bret to complete your refund. ****@Colonialveterianry.com

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 13, 2022 I rushed my dog here after he had some kind of "episode". Doctor told us he did a blood panel and x-ray on our dog and he has an enlarged heart and wanted to do an ultrasound. I gave permission to do so. He then prescribed our dog some antibiotics and steroids.(said to open airways but later found they were not needed) I paid $700+ for this visit. I called my primary vet the next day to set up a follow up appointment and was told to get the blood work and the images from the animal hospital sent over. I called told them I needed both the blood work and the images sent over to my primary vet ASAP and they said they would send everything right over. We got the blood work but no images. I called down a few days later and asked for the images again they told me they would send them over and never received them. I went to the animal hospital the next week and was told that I needed to speak with a manager at 8am the next morning to get the images because they had updated their x-ray machine and the x-rays were on a file that only a manager could access. I called at 8:20 the next day and was told that the managers were not there and to call back at a different time. When I asked when they said "managers do not have a set schedule and show up when they please." I had my vet call many times and they could never reach anyone and left messages with no return calls. I went down to the animal hospital again on 3/7/2022 and was told there was no manager and I would have to come in or call at a different time. I told him I had been trying for weeks to get a manager he told me "you have to understand that we are very busy and can only do so much" I told him to take my information and have a manager call me ASAP as my pet could be in danger and I need the images and I never heard back. I had to pay for more x-rays today at my primary vets office and now I have to go to a cardiologist that will cost anywhere from $700-$1400 since I could not get the images from them

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2022/04/22) */ Dear Mrs. ****, I apologize sincerely for your issues and negative experience with our follow up and customer service. This is the first I am hearing of your troubles. We have gone through anumber of major manegment changes in the past two months due to poor service such as what you've recieved. We have only recently stabilized our team. I have also been out more than usual the past few months dealing with personal health and family issues but am back now full time and healthy. I have your X-ray images and bloodwork and will send them to you directly today. If you would like to talk more about this issue and the steps we've taken to correct this and other issues please feel free to contact me. Thank you for your feedback. Consumer Response /* (3000, 7, 2022/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response, but I am still unsatisfied with this service as I have already had to pay for another set of x-rays from my primary vets office that cost me an additional $180 and I still do not have ultrasound images that were taken that night due to the lack of communication from your office and terrible customer service/follow up. I will now have to take my dog to a cardiologist to get a new ultrasound taken of his heart, which they are telling me will cost between $700-$1400 to do. I called and came in so many times to get told many excuses over and over again and it took me making a formal complaint to get what I now have already paid for again(x-rays) and still do not have everything I requested(ultrasound). I am requesting a full refund for both the x-rays and the ultrasound due to the fact that I have already gotten new x-rays done and I will be needing to get a new ultrasound taken. Business Response /* (4000, 9, 2022/04/27) */ I again apologize for your experience. I will gladly refund you the cost of your X-rays plus an additonal $180 for the X-rays you had taken at another hospital. This total will equal $330. Consumer Response /* (4200, 11, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have also been requesting a refund for the ultrasound images that were taken the night of Feb 13th as those have still not been sent to me and I'm assuming you don't have them. Please include this in the refund along with the X-rays since I now have to go get these redone as well and it is the biggest expense of this entire situation and you can not/have not provided me with the ultrasound images. Business Response /* (4000, 13, 2022/04/29) */ We do not and have never saved ultrasound images and even if we did you would still be gong to a cardiologist since that is a specialty service beyond the scope of general practice and they would be redoing the ultrasound anyway. For this reason I went above and beyond your original request for refund of the X-rays we took and offered to cover the cost of not only our X-rays but also the ones taken at the other vet. You requested a refund of our radiographs and ultrasound a total of $500. I instead am offering to refund our X-rays and their X-rays. A refund of $380. This is 76% of the original refund request and I feel is more than fair. I again apologize and regret the situation and have done a lot to try and remedy your concerns. I hope you find this compromise amenable.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of visit for Berlioza, kitten 3/24/2022 Lab/biopsy told takes about 2 weeks for results, sometimes receive sooner. Called 4/4/2022 about results, told in process. Called 4/10 about results, told in process. Called again a few days later asking about results left messages, received no call back. After 3 weeks called and said need results, something is amiss, Dr. left two voice messages, second message apologizing for delay/length of time taking and should have results in 48 hours. Told this on 4/13/2022. Called Friday, 4/15 at 11:30 am and they had the results but would not give them to me. No Dr. or anyone else called to tell us results of the biospy. We paid $549 for our visit on 3/24/2022. We should receive our money back for all the time we had to wait and still no results of biospy. Called on 4/18/2022, asked again to send us an email with the results or read them to us over the phone. Told by their Office Manager someone should call us today by 3 or 4 PM. It is after 7 pm no call. Called them could not leave a message, mail box full after waiting 1 hour on hold. Still no results. Please assist.

  Business response

  05/18/2022

  Business Response /* (1000, 10, 2022/05/17) */ Dear Mrs. ******, I just left you a voicemail with regards to this issue. PLease E-mail me at ******@gmail.com to resolve this issue quickly and efficiently. Consumer Response /* (2000, 13, 2022/05/18) */ Compliant was resolved on May 18, 2022. We received a refund for the amount of our bill due to the situation. The owner called us and left us a message to resolve and remedy the lack of communication about the tests results.

*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. ↩