Complaints

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  These people are frauds and do not care about animals well being . Upon entering the facility I was immediately charged $130 before any thing. My kitten was struggling to breath and had a bad respiratory infection. There was no one else in the waiting area or being treated in the rooms and I waited for 3 hours while my kitten was struggling. And no one cared at all. I decided to cancel asked for a refund since I didn't receive any service and never received my refund . St Francis is committing fraud while harming animals.

  Business response

  09/25/2024

  St. Francis Emergency Animal Hospital 

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 3i took my cat in for an emergency visit and when I picked him up I was told I was due a refund but their refund machine was broken. On February 22 I received an email that I was being refunded $376.09 and the refund was pending with my bank. On February 23 I was told by my bank that St.Francis cancelled the auto refund . Since then I have called multiple times and continue to be told that their supervisor would have to look into this and no one has yet to call me back in regards to my refund . I want my money refunded back ASAP

  Business response

  02/24/2023

  To whom it may concern, 

   

  our clover devices did crash and we had to process payments via the web server they had which does not allow us to do refunds. We had a machine rush ordered and shipped but it was delivered to another facility not ours and they had to reship a new one. Once received we began working backward to refund owners their due amounts. We called to advise we are refunding and our electronic medical record will send the receipt via email. As for processing we use NPA as our processor for credit cards and they can take 1-2 days to process. We dont get the transactions in our bank for ***** hours to reconcile and we made her aware on our end we did not cancel anything that we needed to wait for bank to process everything and once it falls at bank we will reissue if there was a processing error. 

  Customer response

  02/27/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The experience with this business was on 09/06/22 at 7pm. I spent 4 hours in this animal hospital for them to carelessly look at my dog, who was nonstop vomiting blood, and kept me locked in a room with him. They did nothing to aid him to stop the vomiting or explain what could be the issue. The veterinarian came in with terrible bedside manner and was uninterested in my dog's well-being. I was on the phone with the daughter the entire time as she witnessed this occurrence via FaceTime. They coerced me into signing a paper to even be let into the hospital alleging I had to pay an "emergency fee" without explaining why and for what. They did no thorough examination whatsoever. After 3 hours, the veterinarian came in again and said that unless I signed an estimate to pay over $1000 they would not do anything to help my pet. I left to go to another hospital because of the horrifying business practice they are leading here. I believe they are mistreating animals and conducting this business without real reason to care for animals or aid pet owners. As I left, they threatened to report the charge to a collections agency.

  Business response

  09/26/2022

  To whom it may concern: 
  
  *******************, owner of ****** came to us on 9/6/2022 at 730 PM she was seen by the Doctor and an exam was performed, hence she had a $100 charge for the Doctors Exam. The exam revealed the need for further testing such as labs and possible imaging and ************** refused to consent to the estimate of the test and treatment the Doctor felt necessary to properly diagnose and treat ******** symptoms. Therefore we are unable to proceed with workup and treatment until she consents and payment is made. It did take about an hour for her to be seen due to the fact this is an Emergency facility and we base our Doctors workflow based on the critical state of the animals we have versus the time someone arrives. Despite having an exam nothing further could be done because Ms. ***** refused any further workup and treatment by not consenting to the estimate. She wanted to leave, which we had no issue with. She is welcome to seek care elsewhere but the Doctor did a full exam, discussed what he thought should be the next step and it's documented, so we are owed $100 the fee of our exam. Hence the reason we advised we will report to credit due to outstanding balance since she just walked out and left her bill unpaid. 

  
  For any further concerns feel free to reach out to us at the office ************ or email ****************
  

  
  

*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. ↩