Complaints

This profile includes complaints for VCA Animal Hospitals, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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VCA Animal Hospitals, Inc. has 337 locations, listed below.

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• 

  VCA Animal Hospitals, Inc.

  12401 W Olympic Blvd Los Angeles, CA 90064-1022

• 

  VCA Elkton Animal Hospital

  400 W Pulaski Hwy Elkton, MD 21921-5200

• 

  VCA Animal Hospitals, Inc.

  2 Bridle Path Way Tyngsboro, MA 01879-2133

• 

  VCA Animal Hospitals, Inc.

  595 Columbian St South Weymouth, MA 02190

• 

  VCA Animal Hospitals, Inc.

  122 Cross Rd Waterford, CT 06385-1204

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:07/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On July 12, I had my aged 15 dog euthanized at ********* Animal Hospital. The dog had been on the Senior Paws CareClub **** since I adopted her in 2018. I asked if my monthly **** payments would be stopped and was told there might be some unpaid services which would prevent them from stopping. I didn't understand why, as all my payments had been successfully billed. However, I wasn't in a mood to deal with it then. I called 3 days later and spoke to the person handling the **** there who told me I owed an additional $672 for expenses above my **** payments to date -- I was appalled!The contract states that the ****, subject to a termination fee, may be terminated by the pet owner, if the patient dies. However, reading further states that the termination fee is equal to the "full retail price of the services provided" or "total monthly payments remaining in the current plan year". Thus, I was being billed for the full year cost of the ****, though my deceased pet will obviously not receive benefits for the remaining months. So, if the pet has received **** services worth more than what the owner has paid into the **** at the time it dies, VCA will collect the difference. However, if the latter amount is greater than the former, the owner will not be refunded that difference! This is not clearly explained; it can only be inferred by carefully reading and understanding the confusing language of the contract, which one only gets to read just prior to signing.I understand VCA needs to prevent people from taking advantage of the **** once their pet has received its services by canceling, claiming their pet died. However, when the pet is euthanized at a VCA hospital by a veterinarian who has been treating it for years and knows the pet's conditions, the owner should be allowed out of the contract without further charges. In this case, there would be no way the owner could have manipulated the **** to their advantage and should not be treated as an owner who could have.

  Business Response

  Date: 07/24/2023

  First and foremost, ***, we would like to offer our sincere condolences for the loss of your beloved dog. Sensitivity is important to us and it is never our intention to frustrate or inconvenience you. We would appreciate an opportunity to discuss these concerns personally, and we ask that you contact us at ****************************** you.

  Customer Answer

  Date: 08/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  One additional monthly payment was charged prior to me filing the complaint, but they have agreed to cancel all of the remaining ones.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/18/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I am not liable for this debt with ******* Animal Hospital. I do not have a contract with *************************, they did not provide me with the original contract as I requested.

  Business Response

  Date: 07/24/2023

  ******, we are concerned by your review and encourage you to contact the team directly at ************************** to better address this matter. Thank you.

  Customer Answer

  Date: 07/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/22/2023

  Type:Customer Service 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.

  I have asked for a prescription for Simparica Trio no less than 3 times. And I want the prescription for a years worth of tablets.My dogs weight has stablized. Theres no reason VCA should be denying a provider the approval necessary for me to get my dogs medication.If theres a reason for denial of a prescription it should be written in their system. At this point the medication is 3 days late, nobody can explain why, and ****** the ??? Person at *********** on PCH in ******** apparently only works half days. I want 6 Simparca Trio tablets for a discounted price the equivalent of what ordered them for at CHEWY and WITHOUT any sort of appointment. **** was just seen a few weeks ago

  Business Response

  Date: 06/22/2023

  *******, we apologize for your frustration, as we strive to provide helpful and efficient assistance while doing our due diligence for the health of your pet. We would like to speak with you further regarding this matter, and ask that you contact us at ************************************ Thank you.

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  From April 28th through May 6th we feel that we were completely left in the dark the entire time our dog was being treated right from the very first moment we brought her in to the ****************************************************** in *******, **. We were never told exactly what they were going to do or at any time exactly how much all her care was going to cost us. She was there three times in one week and due to their incompetence, we were charged an astronomical sum of money in the total amount of $8,054.68.90 only to find out one week later from another doctor that they had completely misdiagnosed her. There were several times during our visits that we asked to speak to a doctor or an office manager and were always rebuffed with some kind of excuse therefore never being able to air our grievances. We are hereby asking for your help in mediating an amicable resolution to our complaint. We are seeking to have the majority of the money we were erroneously charged be refunded due to their extreme negligence in misdiagnosing her and not being upfront with **.

  Business Response

  Date: 05/23/2023

  *****, we are here to guide and support our clients in meeting the needs of our patients, so an opportunity to discuss your concerns would be greatly appreciated. When you are able, please contact us directly at ********************************** you.

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20083504
  
  I am rejecting this response because:

  My partner and I will consent to meet with you however, we will keep our complaint open until we are offered and accept a resolution that is satisfactory to **. Also, if the BBB cannot help ** reach an amicable resolution we will then be forwarding this complaint to the ** ********** of ******** Protection before we seek legal recourse.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/04/2023

  Type:Customer Service 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.

  On 02/09 I made a purchase of two cans of special diet food. When I asked for my credit card receipt I was told they had a new system and could not print it. Being in retail merchant needs to provide receipt if customer requests it. I call their corporate office in ********** and was than contacted by the Regional operations director. When I express my need for a receipt she said they no longer give receipts. When I stated to her it was illegal not to provide a receipt her response was they are doing anything illegal, so not to keep arguing I hung up. I researched and found by law they needed to provide a receipt within 7 days if customer requests one. I also contacted the credit card company who also stated receipt with authorization number and reference number needs to be given.On 03/30 I called to make an appointment for my two dogs I was told they could not find me in the system. I than was told as per the Regional director I would not longer be seen at that hospital. One of my dogs has health issues and needs to be seen by the vet that has known her for 10 years. I need to take my dogs back to the vet that knows them for their whole life, she is great. Please help resolve this so I can see their vet again. If I can not see her I will have no recourse than to put them down because they will never get the care they need due to the vets around are not taking new patients. In my trying to find a new vet all stated that by law they need to give receipts

  Business Response

  Date: 04/05/2023

  ***** in order for us to better address your concerns, we ask that you please share the location name of the hospital you are a client of so we can look into this matter. Thank you.

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19877080
  
  I am rejecting this response because:
  I have been a client of ******** Animal Hospital for 17 years and not allowed to return.  I called and wrote an emails for someone from the corporate office to call me so this could be address, I did state I did not want to speak to ******** due to her just wanting to argue.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/11/2023

  ****, it's unfortunate that we've been unable to arrive at a mutual resolution regarding your concerns, as it's been an honor to be a resource for you and your pets over the years. You are welcome to email ** at *************************************************** with any further questions or concerns. Thank you.

• Initial Complaint

  Date:03/16/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Initial visit was at the *************, ******* location on *************** in October/November 2022:My adult daughter had to move back home, along with her 2 year old cat who is not declawed. We have an additional cat, who is declawed, and a dog. VCA has chosen to no longer declaw cats. When making the appointment, I informed VCA of my concerns and they suggested a check-up and trimming the new cats nails to assist with my concerns. During the visit, the doctor and tech suggested using nail caps should keeping the nails trim fail. Both stated, if needed, bring the cat back and we can show you how to put the nail caps on. Thankfully, play fighting has not resulted in harm to my cat or dog. However, my daughters cat is destroying an area rug. Following the previous advice, we made called to make a second appointment for 3/11, with the intention of being shown how to apply the nail caps. The individual who made the appointment stated that the cat needed to have proof of a rabies vaccination. We were unable to locate verification of the vaccination. Therefore, we were told the cost of the vaccination would be $60. On 3/11, the cat was brought in and a vaccination was administered. However, the nail caps were applied in the back and not demonstrated. Other options were discussed, such as ***** testing, (unsure why this was even suggested), and were declined. At the END of the visit, we were given a bill of over $220! The explanation was we had to pay for another check up cost, plus applying the nail caps, plus the rabies vaccination, plus... plus... plus.When the appointment was made, we were quoted $60 for rabies and that was all. There was no mention of any other charges or services. The full amount was paid upon leaving. A few days later, I called and asked to speak to the office manager, ****, to discuss the lack of information communicated during the appointment call and the visit. Long story ******************** supported the cost. I want a credit...

  Business Response

  Date: 03/16/2023

  ******, we are sorry to hear that you feel let down by your experience at our hospital. We always aim to meet the needs of our clients and patients and want you to leave feeling satisfied with our care. We'd like to connect with you to go over your concerns and ask that you please email ** at ***************************** Thank you.

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19604380
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/24/2023

  We understand the frustrations of having your daughter, the owner of the kitty, move home and the kitty is scratching. We did offer during each visit to show her how to apply the Soft Paws Nail Caps. These do come with instructions for the consumer and are intended for home application, however, we do offer the application as a service for our clients. Additionally, we advised her they are not long term and will come off as the cat attempts to scratch, requiring continuous monitoring and reapplication for full protection of material items. We at VCA feel strongly about the long term negative physical effects on cats that are declawed. As such, we no longer perform this procedure. This was discussed with the owner, your daughter. She was provided a treatment plan for recommended services, some of which she approved, and some declined. We provided the care that was discussed and approved by your daughter. For additional comments or assistance, please feel free to have your daughter reach out to ** at **************************** or have her call the hospital directly. Thank you.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19604380
  
  I am rejecting this response because:
  The price quoted on the phone did not include an exam cost. The visit ended up costing well over the price expected. Even the office manager admitted that the exam shouldve been disclosed when we asked how much it would cost for the rabies vaccination. I do not feel that we shouldve been charge for an exam without knowing ahead of time. Im requesting a credit for the exam cost. Theres no point in calling the office considering they were just giving me the runaround. That is why I filed a complaint with BBB. Additionally, I tried sending an email to the location suggested in your response and it returns as an invalid email.
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/07/2023

  ******, please have your daughter contact the hospital to go over any questions or concerns regarding this matter since she is the registered owner of the pet on the account. Thank you.

  Customer Answer

  Date: 05/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  10/27/2022 - Dermatology Reassessment. This was a recheck appointment for Pug to be able to continue receiving Otic drops for ears and DouxoS3 shampoo for allergies. Paid $356.18.3/11/2023 - ************************************* refused treatment for Dog's ER with a dog bite wound to left ear. Stayed there for 6 hours and had to take dog to another hospital. Impacting dogs pain and suffering/my time and humiliation.3/12/2023 - **** stated **** can not return for service yet I've paid on 10/27/2022 for continued services. He will not be able to get any medication from another Dr. without an initial appointment and other locations are either not taking patients or he can be on a waitlist until they take patience again.

  Business Response

  Date: 03/13/2023

  ******, we're concerned by what you've shared with us and would like to speak with you in greater detail about your experience. Please provide the location name of the hospital this occurred with so we can best direct your concerns to the appropriate team members. Thank you.

  Customer Answer

  Date: 03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The Regional Operations Director, ************************* has reached out to me and helped with this matter.  She is doing further hospital investigations and has confirmed that I am able to continue to receive services.  In addition, due to the problems faced with waiting 6 hours and denied services, I will get reimbursed.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I regularly brought my dog diva for treatment to ****** on her cough issues (collapsed trachea). On December 25, 2022 I walked into an empty ********************* after 9:00 pm to have Diva seen as she was in need of medical attention due to her cough and weakness. After waiting for an hour Im told there was a three hour wait when there were no other clients in site. I was told Diva would not be given any medications unless X-rays and blood work was done. They wanted me to pay over $ 700 in services I did not have the money for. I left with no medications and my diva died due to their failure to treat her in 01/02/2023. ********** should have their license reviewed and they need to stop their greed from treating animals in need of care. I want ********** to revisit their ***** my divas name who I hold them accountable for her death.

  Business Response

  Date: 03/13/2023

  *******, we send our sincerest condolences to you for your loss of Diva. We do everything we can to help our patients and are saddened you feel let down by your experience with us. In order for us to better address your concerns, please send an email to **************************** Thank you.

  Customer Answer

  Date: 03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/27/2023

  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.

  On 11/24/22, I took my dog to the ** at VCA of ******* **. My dog was diagnosed with zero platelets, and I was told he needed to stay overnight. That was my deadly mistake living my boy in that h*** hole. He died, and I was told within few hours he had deteriorated so bad that he die of a heart attack. There is a God up there and he knows my boy did not die of a heart attack, HE WAS KILLED, and I know he was KILLED. I will not rest till some one is held accountable for what happen to my sweet boy. I will turn heaven and h*** upside down, till my boy gets justice. He is the ****** remember his name. **********!!!!!

  Business Response

  Date: 02/28/2023

  Iris, we'd like to express our condolences to you for your loss. We care about all our patients very much and understand how difficult it can be to say goodbye to a beloved pet. Please email your concerns to our team at **************************** so we can address this with you. Thank you.

• Initial Complaint

  Date:02/16/2023

  Type:Order 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.

  Nobody told me that the $1000 dollars that I have paid over the last year would expire in December. Who thinks that is a logical business practice- its basically stealing money from pet honors who feel they have no other option on how to provide outrageous price gouging rates that vets charge. I am furious cause I can not afford to throw away money like this. They said "we emailed you" and that is a flat lie. I never once was told that the money I paid would be kept. Who in there right mind would say- oh okay take my money for doing nothing. I called them and they justified keeping my money stating that my dog had been given service and I actually saved money. When I asked how much I paid the year before- did they have that answer no- they did not. So I have likely paid $2000 for $1000 worth of service.This company is a fraud - who keeps money from pet owners and takes advantage of them.

  Business Response

  Date: 03/13/2023

  ***, we are concerned by what you've shared and would like to learn more about this to best address your concerns. Please let us know which location you are a client of so we can provide the best contact information for you to discuss your feedback.Thank you.