Complaints

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 15th 2024 I brought my cat there for ultrasound because he hadn't eaten for 5 days. I called first as it was a 2-hour round trip. They confirm imaging was available. But after waiting for an hour, I was told it was not, but I could leave the cat overnight to get the ultrasound the next morning. I was unhappy that I was given misinformation about imaging being available. Because it cost me two to three times what it would normally cost. I believe I wouldn't have to pay any more than $800 to $900 for the ultrasound. But I ended up having to pay $1898.48.Mostly because they gave my cat numerous unnecessary injections, overdosing him. When I inquired about why he was given an opioid, I was told because I said my cat would scream after having a bowel movement. It doesn't make sense that they gave it to him when he hadn't eaten for 5 days, so he wasn't going to be having a bowel movement. And their documentation confirmed that. Even his vet did not prescribe it. There was no reason for ***** cat couldn't even stand when I got him back. And he still hadn't eaten for six days. And now he couldn't eat or drink because he couldn't stand. I had to give him water through a syringe. **** *******, the clinic administrator, would just say that the doctors would not administer anything unnecessarily. The evidence indicates otherwise.The vet called me to let me know his white blood cell count was low so she was going to give him a antibiotic. But recently, I confirmed with my vet that did blood work just a few days before that his white blood cell count was normal. The conclusion is that they're only interested in the money.This Clinic seems to take advantage of people when they are distressed with the health of their pets. They seem to just want to provide any kind of procedure they possibly can get away with so they can rake in the dough.The public needs to be protected from companies that take advantage of consumers. And, overdoses their pets.

  Business response

  11/25/2024

  Thank you for sharing your feedback, *********. Were sorry to hear about your experience and understand how miscommunication can be frustrating during a stressful time. Our goal is to ensure pets receive the best possible care while keeping their families informed, and we regret if there was any confusion during your visit. We appreciate you taking the time to discuss your concerns further over the phone and wish you and Neuro the very best.
  

  Customer response

  11/26/2024

   
  I am rejecting this response because: this is just standard boilerplate for them. Apologizing doesn't make any difference. They are not willing to resolve the issue. They only seem interested in the money and will say whatever they need to say to make it appear like they care. It doesn't fool me.
  
  

  Business response

  12/09/2024

  Thank you for sharing your feedback, *********. Were sorry to hear about your experience and understand how miscommunication can be frustrating during a stressful time. Our goal is to ensure pets receive the best possible care while keeping their families informed, and we regret if there was any confusion during your visit. We appreciate you taking the time to discuss your concerns further over the phone and wish you and Neuro the very best.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my dog to this clinic on 9/12/2023 to be put down. I signed paperwork saying he had not bitten anyone recent. I did let them know that he was a biter due to his health condition. They started an IV and brought him into a private room where my children and I were. We spent time with him and loved on him. They again asked if he was a biter. I let them know not to anyone outside of us. They put my dog down and said Animal control would be in touch with me in the morning. I offered a copy of his rabies vaccine and was denied. Animal control called not even 30 minutes after saying they would have to remove my dogs brain before he was cremated. The vet had called them. They accused me of being hostile towards staff which at no time was I. They ended up refunding my money however this does not amount to the emotional and mental trauma my children and I went through to get this issue corrected. I have been through the ************************ as well as ********** of ********* and the Chief Legal counsel for them ***************************** to obtain their insurance carrier to file a complaint and been refused. I do not recommend any one going here and if this information is not provided my next step is filing a lawsuit against them. Please help me in obtaining this information.

  Business response

  11/29/2023

  Dear BBB,
  
  We appreciate the opportunity to respond to the complaint filed by our customer regarding their recent experience at our clinic. We want to clarify that all insurance information was provided to the complainant. We provided both our professional liability policy and our commercial general liability policy, and both carriers subsequently closed the case determining there was no cause of action. Our team strictly adhered to North Carolina law in handling the situation involving potential dog bites, and the complainant's dog was not sent for rabies testing. Once Animal Control and the ***************** were furnished with the dog's vaccine history, they confirmed rabies testing was unnecessary. To accommodate the complainant, we arranged and covered the cost for a private cremation, and the complainant received the cremains. Our team strives to provide compassionate care and maintains compliance with all legal standards. We regret any distress caused to the complainant and their family during this difficult time.
  
  Sincerely,

   

  *************************, RVT, CVPM

  Hospital Administrator

*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. ↩