Complaints

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial appointment was on 3/6/2024 for Champ to receive an exam and his Bordetella. Upon arriving Champ was not greeted and once I tried to get him on the scale, he panicked. The front desk workers did not offer treats or talk to champ to put him at ease. Once in the exam room they were going to try to take champ for an exam and to look at his ears. They were not able to get his weight and I dont see how they were able to 'exam' him if they couldnt get near him. They brought him back and told me to reschedule so they could check his ears. They provided a prescription to trazodone to calm him for the next visit. I gave my dog 1 as instructed and brought him back on 3-07-2024. Again they were not able to look at his ears. They sent me home with 2 swabs and I agreed to bring it back the next day. I brought back the swabs at noon on 3-08-2024. They took the swabs back to the vet who then said to charge for an ear cytology. ***** stated they were putting the charges in. I asked what are the charges? She said its $88 (or another similar amount). I said wait, I paid for the exam already and no one told me there would be another charge for the ear cytology. I asked will there be another charge for the ear rinse that he is supposed to get? She said yes thats $65. I told her that I appreciate transparency that they didn't provide and to stop services. She said Im sorry I can find you some low cost clinics near by. I reiterated that its not that, its the lack of transparency. I walked out and walked back in to get her name and she provided her card stating shes the manager and that I would end up talking to her anyway.Im closing, City Vet is engaging in unfair business practices by misleading customers on the price for services. This should have been communicated upfront instead of pulling a bait and switch the last minute. I am hereby requesting my refund for the exam that they charged me for and couldnt perform.

  Business response

  03/27/2024

  On 3-7-24; ****************** brought her dog Champ in for a possible ear infection. On initial presentation, her pet Champ was very aggressive towards the staff. ****************** even mentioned to us that she could not bring her pet to her previous vet anymore because they refused to see the pet due to aggression. We were able to perform a physical exam on the dog with a muzzle and restraint. However, when we tried to obtain a swab for cytology the dog became extremely aggressive, got the muzzle off and started lunging at the staff.
  
  At that time, we decided it best to send home some trazodone and attempt to get the swab the next day when the pet might be more manageable. We gave the owner trazodone for the pet which she returned for an external prescription. Since we rescheduled Champ for the next day, we reiterated to the owner that the pet must be given the medication 1-2 hours prior to the appointment so we recommended taking the medication home. The owner declined and took home an external prescription for trazodone.
  
  On 3-8-24; ****************** returned with Champ. Champ did not seem to be any different than the day before and was trying to once again bite our staff in the exam room. We asked the owner if she felt that she could obtain the sample for us and she agreed to try. We gave the owner the swabs and the pet than tried to bite the owner several times in the room. 
  
  At this time, we stopped everything and informed the owner we would either need sedation, we would need to go up on our trazodone or at the very least send her home with some swabs to get the sample for us. The owner elected to take the swabs home because she felt she would be able to get the samples easily in the home setting.
  
  On 3-9-24; ****************** brought the swabs in for us to perform cytology. We started preparing and staining the swabs, but we were stopped when we were told that ****************** refused to pay for the ear cytology and had left. I asked what happened and the front desk staff informed me that ****************** said that she believed the ear cytology was included in the exam fee. The front desk staff explained to her that the ear cytology is not included in the exam fee and that services are only charged on the day we perform them. They also showed her the previous invoice (which she attached in the previous email) which only displayed the exam and waste fee. Then ****************** left the hospital.
  
  As you all can see, services were rendered. In fact, significant time and effort was made by the entire staff to not only try to help ****************** and her dog, but also to accommodate her in every way we could. 
  

  Customer response

  03/31/2024

  I am rejecting this response because this office is not acting in good faith. The statement, ".. ****************** even mentioned to us that she could not bring her pet to her previous vet anymore because they refused to see the pet due to aggression" is a LIE!! I am disappointed they would make something like this up to save face. 

  Business response

  04/02/2024

  A full physical exam was performed on the Client's pet. The client was only charged for the physical exam. The client did not pay for any services that were not done. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on my cat ****'s exam. They added their own statement that I did not take my cats in for related to a allergy to plastic is what it turned out to be and told my insurance my cat has feline herpes. She does not have feline herpes and neither does the second cat, nor symptoms of it. She had allergies, which I asked for medicine for her and was denied treatment for allergies, they notated on their own without me asking about 'URI' Upper Respiratory Infection, which she showed no signs of. It was eye allergies which I told them verbally and chronic allergies which were noticeable as a baby (3) months old. The company is blocking me from being able to get medical records and told me I was writing hot checks which was not the case, I was trying to take care of it and they were lying about my cats health after I started a membership, which then I was mad, and even tried to make payments but was hung up on. I let them know that is illegal, I need the records, and they refuse and hang up every single time. I told them eventually just don't contact me, and never paid them due to their malpractice with my two cats. The check only bounced due to forgetting about other bills which came out first, and I can pay what I owe them, if they give me my records. (Worker), "****************", emails me that I wrote a hot check to my insurance which is not true. I am tired of the harassment and false accusation when they need to evaluate their practices and stop the lying about my cat having infections. This is why also, they will not give me the blood work, so I cannot get them treatment anywhere.I need delivery of blood testing results refused to give to me from the visit, please. Thanks.

  Business response

  05/11/2023

  Records were first sent on 11/10/2021 and again today, on 05/11/2023.  She has had records for 19 months which was the time of her last visit. 

  We have not blocked the client from receiving records - she has now received them for both pets, twice, as well as to her insurance company at her request on 12/01/2021. 

  If the client does not agree with the veterinarian's assessment of the pet, then they are welcome to get a second opinion from another veterinarian.  

  Client continues to call and harass the clinic staff - the **** was terminated after client paid with a NSF check, promised to make payments or set up a plan numerous times, and then continued to refuse to pay. 

  We consider this matter closed. 

   

  Customer response

  05/11/2023

  I am rejecting this response because:   The record stated upper respiratory infection which they were not tested for so is false. I cant keep their pet insurance unless they amend it. The record I was reading says no respiratory infection also I never mentioned that to anyone like they accused me of which is my animals. This was to get a bill of health for two new animals I brought to my home as well. One was 3-4 months. Only blood work was needed. City Vet didnt give any diagnoses to them either as they claim. Ridiculous company. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 9/27/22 I was called by CityVet stating that my dog bit a staff member at Day Play, which broke the skin, and the staff member was recommended to present to a doctor for medical care. The staff member did present to a doctor, who submitted notice to the City of Dallas, therefore requiring Ollie be placed under rabies quarantine at Dallas Animal Services for a fee. This same incident happened before on 9/15/22, but did not break the skin, so my dog was sent home without incident. I spoke to the manager, Shelby, on 9/15 and asked for a detailed rundown of the incident. According to Shelby, a staff member was bringing a new dog into Day Play when my dog ran up to the new dog, intending to play, and bit the staff member on accident. I asked Shelby how this happened since my dog has never bit anyone before, and Shelby said that normally there are two staff members in Day Play: one to hold dogs back, and one to bring dogs in, but on 9/15 there was only one staff member present, so the dogs were not properly supervised. At the end of our call, Shelby and I both agreed that one, the incident was entirely accidental, and two, she would speak with her staff about proper dog supervision. When picking up my dog after the incident on 9/27, I witnessed staff verbally abusing dogs in Day Play by screaming in their face to get them to behave. After witnessing this, combined with the incident on 9/15 being similar to the incident on 9/27, I believe staff negligence was the cause of the incident that I am now having to pay for. I asked to speak to the manager who would not speak to me. I asked for a phone call from the manager, but I never received a call. I would like a written incident report and video evidence to determine fault, and if the incident was caused by staff negligence or would have been prevented by proper supervision, require CityVet to pay for rabies quarantine costs. If the BBB can't meet this resolution, I would like this complaint posted to the public.

*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. ↩