Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday January 16th I took my dog for a surgery consult as he was diagnosed with the cancerous tumor on his back leg.Originally was told the appointment would be a total of $300 , and when we got there for the consult, they talked us into $3000 worth of testing. After the most important test was run. Using an ultrasound guide to perform the test the results came in to find the test was not performed correctly in the facility lied to us, and insteadof telling us such. They told us the test results came back and conclusive. Never offered to reperform the test free of charge. They actually refused to do such and we had to bring the dog to another medical facility that evening to have the test rerun. Come to find out the dog did not need to be put under as Bulgar had said , in the same task was performed while my husband was holding the dog. They only charged us $170 for that particular test when Bulger charged us double the amount. They are refusing to give us our money back for the test that they did not perform correctly.

  

  Business response

  01/30/2025

  Thank you for reaching out regarding the complaint associated with ********. At this time, we are unable to provide a response, as the matter has been referred to our legal and risk management team for further review.
  We appreciate your understanding and will defer to the appropriate legal channels to address this case as necessary. If any further correspondence is needed, please direct inquiries to ******************************************************************************************.  (That address is not to be given to the client) 
  

  Customer response

  01/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  12/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Despite multiple requests from me to ***, they have failed (refused) to provide blood test results.

  

  Business response

  12/10/2024

  Our hospital has been following Ms. ******** limiting contact restrictions by avoiding phone calls and texts, and communicating only via email. After setting up her account in our portal, she requested that we also stop emailing although she was fully aware that the portal only allows access to discharges and invoices. On December 4th, with her authorization, we emailed the clinical summary containing the requested lab results, fulfilling her request. If more information is needed, please advise.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My young dog was hit by a car 730am 5/18. I rushed to ur clinic.I was 14 minutes out, I called ahead of time. ***re was blood coming out of her mouth and her breathing was shallow. I arrive my dog barley breathing, I ran inside, they weren't even waiting for my dog. ***y worked on her, I waited in the lobby for 45 mins before asking for a deposit, did not update me on my dog just wanted my cc. Mind you there was only 1 other person in the clinic. 2 hrs later dr ****** came to talk to us, explained she only gave fluids & looked for internal bleeding. Her breathing was not better, X-rays still not done until given more $. Her breathing was still bad. I was told to go home and wait, 130pm that day still no word, I called, and I was told she had a left pneumothorax & needed O2.She needed to transfer to Grafton due to no overnight docs. I asked Dr if she is on o2 how am I going to get her 53 mins there with no O2?*** dr then told me "u are just going to have to hope for the best" Racine-" Do you feel comfortable transporting your dog with o2?"Yes, I do.******-"*** Dr is going to tap her pneumo and she will be ready by time you get here." *** clinic told me to pick her up between *****pm, I arrived a little after 4pm, " *** dr was tapping her pneumo"- receptionist. we did not leave to ******* till almost 530pm.My Dog looked worse then when I dropped her off that at 8am. Tachypneic & in pain. She looked better at 8am. I paid over $2400 for what? To bring a sicker dog to *******?***y were not surprised by the lack of notes, the lack of communication and the lack of care.No Results shown to me. Where is the compassion? I am lucky that I was able to take ***** to ******* WVRC to get the care she needed by Good Compassionate Drs who communicated with me and took loving care of my dog. and because of them she is ALIVE and thriving over a week later. I will never come back to this clinic because you did more harm than good to my poor dog and all you care about is money.

  

  Business response

  06/06/2024

  Patient (*****) presented to our hospital at 8:02am and was triaged to our treatment room and vitals were obtained and entered into our medical record system by ******. An IV catheter was placed at this time for intravenous access for the use of emergency medications and the doctor immediately performed a point of care ultrasound and ECG. *****'s blood pressure was obtained prior to being placed in our oxygen unit. A critical treatment consent form (STAT form) for basic cardiopulmonary resuscitation (CPR) and cost of immediate treatment for stabilization was discussed with *************************. At 9:26am a treatment plan (estimate) was sent to the owner for review. A client communication was added into the medical record at ****** to please call ***** if ***** is not answering. Abbee will likely be trying to get some sleep.  At 9:39am, five view radiographs were performed and submitted to a board certified radiologist for interpretation. Bloodwork, additional pain medications, fluids, serial blood pressures, and nursing care was performed while awaiting the radiology interpretation. Due to the patient's mentation, hypertonic saline was administered around 11am. The radiology report was completed by 2:16pm. After reviewing the report and speaking to the owner, a thoracentesis was performed. Due to a DVM shortage at our ******* location, the patient was transferred to our Grafton location for further continued care and hospitalization.

  Please refer to complete medical record for additional details.  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 1 I took my dog to Veterinary Specialty Hospital of ************, because he was excessively panting. He was given an examination by a doctor, who then requested tests and other things to find out what the problem is. In the end, no problem was found he had already had an enlarged heart and a heart murmur, they decided that must be what it was. He came home still panting until I took him to the groomers eight days later she then found a problem with his front paw because of problem nails when he left the Groomer there was no more panting I feel I was tremendously overcharged because when he was given his initial physical that his paws were not looked at. It wouldve been a very simple fix. I would like restitution.

  

  Business response

  10/31/2023

  The health and well-being of your pet were our primary concern during the course of "Brody" *******' treatment. Due to ******* previous diagnosis of congestive heart failure, we were suspicious that he was going into heart failure upon presenting to our location for labored breathing. It's important to note that the breed of Cavalier ******************************* is predisposed to heart conditions, and our initial diagnosis was supported by imaging that revealed an enlarged heart. These findings aligned with ******* difficulty in breathing, a common symptom associated with heart-related issues.
  
  We recommended and provided appropriate medical care to address ******* condition. He responded positively when placed in an oxygen kennel, with less strained breathing, which would not be consistent if breathing difficulties were caused by a wound or ingrown toenail. We understand the client's decision to take ***** home against our medical advice may have been influenced by concerns or alternative opinions.
  
  The owner was very upset that "Brody" was seen at a pet groomer 10 days later who identified overgrown nails as the cause of his problem and that medical treatment was incorrect. We discussed that he had radiographic changes from his previous chest x-ray and was oxygen responsive which is not typical for a nail issue. Discussed that we typically do not perform nail trims in ER and definitely not for any patient in respiratory distress. We verified that there were no paw wounds, only that the nails were overgrown. This owner feels that "*******" panting and other signs completely resolved after grooming visit.
  
  It's essential to clarify that we have a team of 28 dedicated and experienced veterinarians, including our Medical Director and two board-certified specialists who reviewed ******* case. Our decisions were made based on their extensive training and knowledge, as well as a commitment to providing the best possible care for "Brody."
  
  We respect the opinions of all individuals who play a role in the lives of our patients, including pet groomers. However, it's important to remember that our veterinarians are highly trained professionals with years of education and clinical experience. We strive to uphold the highest standards of care and base our decisions on the most accurate and current medical knowledge.
  

  
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 4, 2022, our veterinarian recommended that we take our family cat to WVRC ******** for a diagnostic procedure (which was ultimately NOT performed). We arrived at the clinic in the afternoon and submitted our cat to their care, having no reason to believe that they were not excellent specialty - albeit, extremely expensive - veterinarians. We were assured they would be gentle - he was timid and 14-years old. When we took Douce in, he was alert, active, functioning (except for decreased appetite), and entirely "himself". Fifteen hours later, he was dead. We received a call at 5am in the morning that his condition had "changed". Upon reaching the hospital an hour later (we live in ******* county), he was so traumatized from the events of the night and all that had been done to him, he didn't even recognize us for several minutes. So much had been done to him in so short a time (that was NOT NECESSARY), he could not even stand up. He had been overhydrated and forced to swallow a pill which caused him to regurgitate and aspirate. In short, they caused his lungs to fill with fluid and vomit, putting him into congestive heart failure. He could not breathe. We ending up having no choice but to euthanize our beloved little boy. Sparing the ugly and horrifying details, I discovered many negative ****** reviews of the business in which people's pets have been victims of ****'s incompetence and greed. (My cost for 15 hours of torture and death: $2,100.00 ... which they refuse to refund.) Obviously, I am unable to detail the nightmarish experience, being restrained by word count, but we are hoping to get the word out there (as are many other very unhappy clients). The medical director/PR spokesperson from WVRC ******** called after reading my review on ****** (bad press, and all) and ended up hanging up on me because I would not back down on the horrors that had transpired with my kitty and requested a full refund and apology for their despicable actions.

  

  Business response

  08/10/2022

  Douce, a 14 year old neutered male domestic longhair cat, was presented to the **** ******** emergency service for further evaluation of weight loss, vomiting, and some intermittent gagging. The primary veterinarian had performed initial lab tests and radiographs that showed increased gas in the stomach and small intestine that could be from ileus or from swallowing additional air. Further evaluation discussed included visualization of the upper airway, scoping (this can be of the airway or the gastrointestinal tract), and abdominal ultrasound.
  
  On examination, the pet was mildly dehydrated. Esophageal and gastric foreign bodies that would indicate urgent endoscopy was deemed unlikely and further abdominal imaging via abdominal ultrasound or repeated radiographs was recommended as the next step with supportive care provided while waiting. Abdominal ultrasound (available the next day) was elected. Douce was hospitalized for IV fluid rehydration and supportive care with anti-nausea medications. One blood test to evaluate his electrolytes and red blood cell count was repeated. He also received an oral dose of gabapentin, regularly used to calm anxious cats in the hospital.  
  
  Overnight, Douce remained stable with normal vitals until shortly after 5 am when an increased respiratory rate/effort and severe hypersalivation was noted as well as possible vomiting or regurgitation based on a small amount of orange staining on his bedding. The owner was notified of the sudden change in his condition and differentials that included possible aspiration into the lungs and/or congestive heart failure secondary to fluid intolerance/underlying cardiac disease. The owners visited with Douce for several hours, and spoke to two emergency veterinarians about his new and more critical condition. Ongoing treatment, diagnostics if he stabilized, and euthanasia were all discussed. Complimentary chest x-rays were also offered as the owners expressed concerns that he had worsened in the hospital. Ultimately, the owners opted not to have the x-rays performed and made the difficult decision to euthanize Douce.
  
  The owners had left an initial payment of $2076 upon hospital admittance on 8-4-22 with the medical estimate ranging from $2076-$2681. Their total invoice for care, including the euthanasia, was $1017.  A refund of $1083 was processed to the owners credit card on 8-5-22.  
  
  We empathize with the family on their loss of Douce and understand the additional frustration when a pets medical condition changes rapidly and outcomes are not as expected.  The medical care and patient treatment were appropriate and compassionate.  The hospital medical director followed up with the owner regarding her concerns and was unable to de-escalate the situation amid the owners heightened emotional state.

*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. ↩