Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place is so disorganized and they love to give the run around. They are rude and handle everything with no care or compassion. Please dont take your pets here. They also are a total ripoff. Will milk you for every *****.

  Business Response

  Date: 09/10/2024

  ON 8/12/2024 ****** **** BROUGHT IN HIS CAT LILY TO BE EXAMINED.
  LILY WAS HAVING SYMPTOMS OF VOMITTING EVERY TWO HOURS, NO APETITE AND DRINKING MORE WATER THAN NORMAL.
  DR ***** ******** EXAMINED AND ADVISED BLOOD WORK TO BE DONE AS WELL AS BARIUM X-RAYS STUDY. OWNER DECLINED.
  OWNER DID AGREE TO LEAVE FOR TREATMENT I.V. CATHETHER, I.V FLUIDS.
  IT SEEMS AS WIFE AND HUSBAND WERE DISPUTING BACK AND FORTH TO MAKE A DECISION A TREATMENT PLAN  FOR THERE PET LILY.
  WIFE ******* CALLED FOR INFO ON THE PET AND WANTED TO PROCEED WITH XRAYS AS WELL AS BLOOD.
  HUSBAND ****** THAN CALLED BACK LATER AND DECLINED THE TREATMENT, THAT WIFE ******* HAD CALLED TO APPROVE AND PROCEED WITH.
  HE THAN ****** US BACK AND ASKED ALL STAFF TO NOT RELEASE ANY INFORMATION TO HIS WIFE *******.
  WE EVEN LOWERED AND WAVIED PRICING TO MAKE ****** MORE AT EASE AND PLEASED.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22215017
  
  I am rejecting this response because: there was no dispute between my wife and I. Colima animal hospital made it seem as if there was one, but they were clearly confused and did not handle with appropriate professionalism. They only reduced price because they tried to administer more treatments that we never authorized. Between day shift and night shift, they had different accounts as to what was done and what to do next. They want to blame us for their recklessness and incompetence. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/17/2024

  IN REGAURDS TO REJECTING THIS RESPONSE.
  WHEN ****** CAME IN WITH LILY, HE DECLINED MEDICAL ADVICE THAT WAS FIRST PRESENTED TO HIM. AND YES, HE HAS EVERY RIGHT TO DO SO. WE ONLY SUGGEST WHAT IS BEST FOR THE PET. WE DO NOT FORCE ANYTHING UPON THE CLIENT. BUT CLEARLY THERE WAS A MISS COMMUNICATION BETWEEN HIM AND HIS WIFE. THEN AFTER THEY LEFT, THE WIFE, *******, CALLED TRYING TO ADD THOSE TREATMENTS ** ADVISED. SHORTLY AFTER ****** CALLED BACK DECLINEING TREATMENT ONCE AGAIN. AND YES, THIS CAUSED CONFUSION FOR THE STAFF. THERE WAS NO MISSCOMMINCATION ON OUR END, THERE ARE THREE WINTESSES THAT ****** DIDNT WANT US TO RELEASE ANY INFORMATION TO HIS WIFE.  THERE WAS NO RECKLESSNESS OR INCOMPETENCE ON OUR END. WE OFFERED THE BEST TREATMENT POSSIBLE, DESPITE THE CLIENTS,THEMSELVES, NOT BEING ABLE TO REACH AN AGREEMENT. THEY WERE GIVEN A DISCOUNT, TO HELP MR. **** WITH HIS FINANCIAL CONSTRAINT HE WAS UNABLE MEET.  WE ARE PLACING NO BLAME, THIS COMPLAINT WAS INTIATED BY THE CLIENT.

  Customer Answer

  Date: 09/22/2024

   
  Complaint: 22215017
  
  I am rejecting this response because:
  There clearly is incompetence from this business. They keep repeating the same story that is not true at all. I took Lily in for treatment and was advised a treatment. I rejected and then thought about it, and ultimately agreed to what the doctor thought was best. I was told that I could pick up lily in the evening. I went to pick her up and was told that the doctor wants to keep her overnight at no cost and to pick her up in the morning after the doctor checks her. I called the next morning to see, and was advised to call back in the afternoon. I called back in the afternoon and was told to call back again in the evening. My wife then called and was able to get more information about what was going on. They said the doctor started lily on a second treatment. My wife asked who authorized the second treatment and they did not have an answer. My wife told them that we will be picking up Lily soon and taking her elsewhere. When I went to pick her up, they said her second treatment wasnt done and that I might as well let them finish, since I was paying for it. I told them that I never authorized the treatment and will not pay for it since I never asked. Colima said they would not release my pet if I did not pay. I told them I would get the police involved, since they fraudulently applied a second treatment. After the tech conferred with the doctor, they decided to not charge for the unauthorized treatment. That is the discount they are referring to. The tech tried to put my wife and I against each other by saying things like my wife was talking bad about me behind my back to them. Calling me dumb and other things. She asked for my wifes name and said they will not deal with her anymore. The staff are unorganized, incompetent and not at all friendly. The doctor is only one who really helped with anything. 
  Sincerely,
  
  ****** ****