ComplaintsforVCA Animal Hospitals, Inc.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 28th 2024, my 8 yr old dog, Marlie, was taken to ************** Animal Specialists in ***********. She was lethargic and hadnt eaten or drank water in 3 days. She spent 9 hours at the hospital, the majority of which was in a crate, and they did not hydrate her. They did blood work and aspirated the liver for ************** her home with us with a gabapentin prescription & an appetite stimulant. The prognosis was potential liver cancer or inflammation. We had to wait 2 days for her results, but from the moment she left their care she was worse off. It shouldnt take an unlicensed pet owner to wonder why they didnt ask to start her on antibiotics & an IV to treat any of the possible diagnoses, or at the very least make her feel more comfortable. Two days later, on July 1 2024, she suffered and died in front of my mother at 5am. We were set up to watch her suffer, because those in her care treated her condition like there was no sense of urgency. Even so far as to be recommend for an appointment for her on July 31st, which she obviously would not have been alive for.We called multiple times the day before her death trying to receive guidance on her declining health. No one was available. We finally got a call back an hour after her passing that next morning, to be told that she did not have cancer, rather, she had an infection in her liver. An infection that not only should have been treated as a precaution immediately, but the procedure she was given, the aspiration of the liver, gave her a high risk of causing more of an infection, and without antibiotics, led to her fatal decline. They did not pay attention to ******. They were negligent, & failed in their responsibility of treating her. She succumbed to an untreated infection, exasperated by the procedure on her infected liver, & was given nothing to prevent a further decline. This is not only a case of being too busy of a hospital for their own good and clearly understaffed, but case of negligence.

  Business response

  07/03/2024

  ********, we are deeply saddened by your loss and understand how heart-wrenching ******'s passing is for you and your family. We wish to review your concerns thoroughly. When you are able, please reach out to us at ******************************* so we can discuss your experience in greater detail. Thank you.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had nothing but issues with professionalism and payment from day one with this company. They charge you one thing and let you know the price and change it up once you receive the service. Appointments could never be made as the front desk would say there is never a doctor in the office. I received services and after my appointment was told that I was good to go and owed nothing. Fast forward a few months without contact from the hospital, although they claim to have, I did not receive a bill, phone call or any other statement at that point regarding the bill. The new practice manager calls me and says I have an outstanding balance and sees that they did not try to reach out to get a resolution but she will have everything prepared. I go into the office for another appointment and make a payment on the owed amount. I was then told that unless I receive another bill because it was the previous office managers fault I will be ok and owe no further. I received no other communication until I got a collections notice for the amount. I reached out to corporate who forwarded me to the hospital in which the practice manager left a very blaming voicemail which was incorrect on my end. My dog had passed away and they knew this and immediately sent me to collections the following day without even extending kindness to call me to talk about an owed balance they claimed was going to be written off. I reached out again requesting email as I work and can not get to my phone during their open hours, no response was given. I tried to call the office and they told me the manager was busy and would call me back, no response. I emailed the office a second time and still no response. It seems there is a gross neglect with front desk training and communication and I am being caught in the crossfire.

  Business response

  07/02/2024

  *****, were deeply concerned by the experiences you've detailed.The challenges youve described dont align with our standards of care and service. We would like to review your concerns and work toward a resolution, so please specify which hospital you visited.

  Customer response

  07/02/2024

   
  Complaint: 21924882
  
  I am rejecting this response because: the location is *********************. I am so deeply disturbed by compassion standards that the hospital abides by. I have had issues since the day I started taking my dog there. There is no communication within and outside the organization to the point I feel uncomfortable speaking with the office manager. 
  
  Sincerely,
  
  *********************

  Business response

  07/08/2024

  *****, our aim is always to provide clear communication and compassionate service to our clients, and we truly appreciate you reaching out.Please send an email to ******************************** so we can address your concerns more thoroughly. Thank you.

  Customer response

  07/11/2024

   
  Complaint: 21924882
  
  I am rejecting this response because: I have been trying to reach out and get radio silence. 
  
  Sincerely,
  
  *********************

  Business response

  07/16/2024

  *****, we have looked into your concerns and see that we have attempted to reach you via text message and spoken with you over the phone regarding your past due balance. It is important to us to answer any remaining questions that you may have and work towards a resolution. A member of our team will be reaching out to you shortly regarding this matter.

  Customer response

  07/19/2024

   
  Complaint: 21924882
  
  I am rejecting this response because:
  I have reached out via the provided email to corporate, to the vet office directly and now to the email I was told to reach out to in the complaint response and still have yet to hear from anyone. Communication on my part has been open but lacking from VCA company. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our 25 lb dog in this weekend for an emergency visit. I understand emergency charges for our animals in need. What I am in shock over is the invoice on pick up. We were quoted 800. possibly on the high end for the visit . Your staff informed us that there would be bloodwork first and then xrays if needed.All came back no issues. No blockage. ***Blood work was NOT done. **The invoice was astronomically high. I am in shock at the invoice and will require BOOD work done & a refund minimum 50% of the invoice we paid .Very disappointed in the cost of care from your facility.I am including the invoice for you to review.This is such an uncalled cost for practice for vet care in our society..We will be posting on social media if we do not get a response from you. This must be made public so that others are aware of the unheard of cost of healthcare in our family pets.

  Business response

  06/18/2024

  **** ****, we strive to provide clear communication regarding costs and procedures, and we're concerned to hear of your dissatisfaction with your experience. To discuss your invoice and ensure we address your concerns,please email us at *********************************** you.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my cat Pickles in to be seen by Doddridge Animal Hospital. They said they wouldnt see my cat and that because he had severe breathing problems that he needed to be rushed to the emergency room, specifically VCA Oso Animal Hospital. I took my cat in to be seen and 3 hours later they said that he would finally be seen after we waited and then they would call us back. They charged me $1500 and then they called me to say that he needed to stay overnight on oxygen. The next day they said they did blood work they hadnt sent off yet and they said that upon physical exam he had pleural effusion and problems with his heart. They didnt know why and said I had to put him on diuretics. I told them if they didnt know why and they werent going to find out why then they should just have him euthanized. They said ok but they didnt do anything for him other than prolong everything.

  Business response

  06/17/2024

  *****, your description of the visit with ******* is troubling,and we would value the chance to connect with you and address your concerns.Please send an email to *************************** so we can discuss your experience at length. Thank you.

  Customer response

  06/18/2024

   
  Complaint: 21855514
  
  I am rejecting this response because:
  this discussion would be best resolved between this mediation process.
  Sincerely,
  
  *************************

  Business response

  06/25/2024

  *****, we're deeply sorry for the loss of *******. Our priority is always the well-being of our patients, and we aim to provide the best possible care. We understand that losing a pet can be incredibly tough, and we wish to address your concerns comprehensively. We are open to reviewing your experience together and hope to work towards a resolution.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my Great ***** ***** to be treated for a wound on his back. Dr. *** was the veterinarian treating him at ******************************************************************************** She examined him, prescribed him medicine, and recommended a biopsy of the wound, which I agreed for her to do. Dr. *** said the wound could be cancerous since she did not see anything inside the wound. Dr *** scheduled us to return to take a sample of the wound on his back to be tested. Dr. *** had to sedate ***** to obtain the sample for testing. When I spoke to Dr. *** after she received the wound sample, Dr. *** informed me that she took samples of his **** gland also to be tested, which I did not approve. After the tests returned negative, I scheduled for Dr. *** to close his wound with ********* Dr. *** called me before the scheduled date to tell me she was not comfortable closing the wound with stitches because she felt she was not experienced enough. Dr. *** referred me to another doctor at a different veterinarian clinic. I took ***** to the referred clinic to have his wound closed but was informed by a doctor there that the previous ******* Dr. *** cut too much skin off around *****'s wound and now would need skin graft to close the wound. The doctor also noticed Dr. *** inserted stitches in and around *****'s wound, they informed me the stitches should dissolve automatically. Dr. *** called me a couple of days later to find out if the referred doctor removed the stitches she inserted on *****'s back. I informed her they did not remove the stitches but said the stitches would dissolve automatically. Dr. *** informed me the stitches she inserted were not the dissolving type, so I would need to return ***** for her to remove the stitches. My dog has been traumatized, abandoned and inappropriately treated by Dr. **** ***** still has an open bleeding wound with stitches that must be removed. I paid VCA a lot of money to treat *****; continual care is still needed due to Dr. ****

  Business response

  06/10/2024

  *****, the well-being of our patients is paramount to us, and we appreciate you reaching out with your concerns. We take your comments seriously and want to address them appropriately. Please email us at ***************************** to discuss this matter further and ensure we can provide the necessary support for Major.

  Customer response

  06/11/2024

   
  Complaint: 21814564
  
  I am rejecting this response because: I rather keep the communication with *** regarding my complaint within BBBs process. If *** wants to discuss this matter further with me for resolution, they are welcome to contact me at ************. I have already attempted to resolve my complaint with the *** regional manager in my area before I filed my BBB Complaint, my attempt was unsuccessful. The regional manager was rude, offensive, unprofessional, refused to provide me with ***s headquarterss contact information, and hung up the phone on me after she told me to lookup ***s headquarters contact information myself. The regional manager **** informed me that I did not have a right to complain and if I did complain to her headquarters office, I was only trying to bully her.
  
  Sincerely,
  
  *********************

  Business response

  06/18/2024

  We acknowledge your dissatisfaction with the lack of resolution of your pets medical condition. You have been referred to a Boarded Veterinary Surgeon for an evaluation and specialized recommendations for this challenging case. We sincerely feel its in your best interest and will result in the most successful outcome for your pet.
  Unfortunately, during our initial discussion, you declined all proposed options (including a full refund). Please know that we value your feedback, and the chance we were given to speak with you more recently about this matter.

  Customer response

  06/18/2024

   
  Better Business Bureau:

  I was contacted by ************** from VCA and have been working with him on a fair resolution. ************** has been very nice and professional which led to a satisfactory resolution to this complaint ID ********.  I have agreed to resolve this complaint with him.
  
  Sincerely,
  *********************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid upfront services that my dog did not receive. I talked to the administrator manager regarding this problem. They refused to make any considerations concerning this matter. requested to talk to **********. They bluntly refused. The cost of the veterinarian treatment was over one thousand dollars, When I was re-scheduled to return in two weeks. That the next appointment, we were charged another two hundred dollars. The dog's rash was not discussed The date of initial appointment was January 15, 2024.

  Business response

  05/28/2024

  *****, it's disheartening to read about your experience with the pre-payment and follow-up concerns. We'd like to look into your experience and address your comments, so we ask that you specify which hospital you visited.Thank you.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My newly adopted pup was showing signs of parvo. I brought him to the ** and was given 2 options: inpatient stay (starting around 5k) or an outpatient option (starting around $500). I chose the outpatient option. I was told by the vet that he had samples of the monoclonal antibody for parvo (a $200 life-saving treatment with 100% efficacy when given at early symptoms) but was told that was only an option as an inpatient. I was offered no additional testing. After a quick exam, I was sent home with 4 different meds and no verbal instructions. Just a sheet of paper with dosing duration, ***** diet, etc. It was my impression when I chose the O/P option, they were no longer interested in helping. I returned a 3 days later to get subq fluids.We returned (again) a few days later, as instructed by phone triage, as my pup developed a fever. After a long wait, the vet asst. brought the pup back for testing. The vet never came to talk with my husband about what individual symptoms our pup had, for an exam, etc.. Vet appeared 2 hours after arrival, and explained that the dog was dehydrated due to vomiting and diarrhea (our pup had neither). Had she talked with my husband prior to diagnostics, she'd know that. When my husband went to pay the bill it was $300 more than initially quoted. Additional costs were not discussed. We did reach out to the clinic director who claimed that the vet did an exam in the back room prior to diagnostics, to limit exposure (explain how that makes sense when my dog was already IN a room that would have to be disinfected). Her response to the additional costs was: "Honest question: If the exam showed that he was stable - besides the fever - would you have pursued the labwork and the radiographs?" This is about making informed decisions, which we would have liked the opportunity to do.The director claimed risk of "contamination" as a reason for poor care, but appropriate PPE was not worn by any staff, that I interacted with.

  Business response

  05/28/2024

  ****, we're saddened to hear about your experience. Your pup's health is very important to us, and we want to address your concerns promptly.Please specify which hospital you visited, so we can address this matter. Thank you.

  Customer response

  05/28/2024

   
  Complaint: 21760098
  
  I am rejecting this response because: Sorry, not rejecting the response. I wasn't sure how to reply the Clinic name. It was VCA in *********, *********. I have email correspondence with the clinic director, as well, if interested. 
  
  Sincerely,
  
  *********************

  Business response

  05/30/2024

  Thank you for specifying, ****. We ask that you get in touch with us at ******************************** so that we may go over your concerns in detail. Your continued communication is appreciated.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took my dog Trixie for a lep shot and ear check did not look at my bill at time of payment but found I was charged $93.00 for a physical ? My dog did not need a physical just the shot and a ear check so I would like a refund please she had a physical at the same venue two months ago

  Business response

  05/28/2024

  *****, we appreciate you bringing your concern with ******'s visit to our attention. We ask that you specify which hospital you visited, so that we may direct your concern to the appropriate management to be addressed. Thank you.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 8th around 6pm we brought our Dog to the *** Animal Hospital Emergency Room in ************ as recommended by our Vet as the blood test results taken were alarming. We arrived at the Hospital Emergency & were taken care of immediately. We explained to the Vet that our Dog was throwing up & we just came from our Vet and handed the blood test results taken an hour earlier. **** took our Dog to the back & they came back with an estimate for over $10K said i had to leave a 50% deposit before they can start treating her. I paid the deposit; they showed us where she was being treated & the Vet on duty will call us around midnight with an update. Well 12am came along then 1am & no call we called the hospital and were told that she was stable and that the shift Vet leaves at 2am but they have her scheduled for a Sonogram 1st thing in the morning. We called again at 9am and were told that still waiting for the sonogram as there were other pets ahead of her. We called again at 10am and then again at 11am and still waiting for the sonogram. The next thing we know around 12pm we get a call from the Hospital; our dog was being moved to the sonogram and she just dropped dead in their arms. These were their exact words. Half of the things they were supposed do to were not done. My dog was left there locked up in a cage for over ********************************************************** company procedure was done in an emergency like manner. This is animal neglect. Not even our Dog was considered an emergency patient when they took their sweet time to conduct a sonogram and even more so an X-Ray that they did not do as well. So, all this time they had my Dog but had no idea why she was throwing up. All they wanted was my money as the majority of my bill was for the overnight stay not so much for the treatment as they did very little if any. This Hospital should discontinue using the word Emergency and should be shut down. Total Animal Neglect, *** ************** of Animals

  Business response

  05/14/2024

  *******, our hearts go out to you for the loss of your dog,and we take your remarks very seriously. We understand how distressing this situation is and want to ensure that your concerns are thoroughly addressed.Please contact our hospital manager directly at **************************** to discuss this matter further. Thank you.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been inquiring about the Care Plan for my dog for months. All the signage and material stated the monthly fee. It did not mention, and I was not made aware until today, that this was a yearly contract billed in monthly installments and NOT A MONTHLY PLAN THAT WAS ADVERTISED.In addition, I was made aware today that if the plan is cancelled or the pet passes YOU DO NOT GET A REFUND AND YOUR YEARLY BILL IS FORFEIT.This is an obvious scam and bait to get people to sign up for pet health plan and not deliver on what is promised

  Business response

  05/08/2024

  *******, we appreciate you bringing your concerns regarding CareClub to our attention. Providing transparent and helpful communication is important to us, and we are eager to address your comments. To allow us to further discuss this with you, kindly specify which hospital you visited. Thank you.

  Customer response

  05/09/2024

   
  Complaint: 21675062
  
  I am rejecting this response because they requested further information which is below:
  VCA ******* Animal Hospital
   *********************************************
  
  Office at ************ Vet also displays the misleading advertising and info about care club
  ****************
  ******************
  
  Sincerely,
  
  *****************************

  Business response

  05/09/2024

  *******, thank you for providing these details. We would like to delve into your concerns at length, and we ask that you get in touch with us at ************************** at your earliest convenience. We look forward to speaking with you.

  Customer response

  05/09/2024

   
  Complaint: 21675062
  
  I am rejecting this response because:
  Contact me at ****************** 

  
  Sincerely,
  
  *****************************

  Business response

  05/14/2024

  *******, we understand that Management has been in touch with you directly to address your concerns, and to confirm that you do not have a CareClub membership. Thank you for setting aside the time to speak with us.

  Customer response

  05/14/2024

   
  Complaint: 21675062
  
  I am rejecting this response because:

  I think there was some confusion. Thank you for the contact.  However, none of the signs, I  the waiting area or exam rooms, indicate the true nature of the care plan.

  It appears to be a monthly plan but I was later advised it was a yearly contract in monthly installments.  Plus i was told if the pet passed on , the owner moved outbof the area, or other such reason that the contract would need to be cancelled then the remaining monthly fees would be forfit.

  This is obviously a bait to get people to sign up 

  
  Sincerely,
  
  *****************************

*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. ↩