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:06/07/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/28/2024

  Type:Product 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 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

  Date: 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

  Date:05/28/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/28/2024

  Type:Product 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.

  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

  Date: 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

  Date:05/14/2024

  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.

  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

  Date: 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

  Date:05/07/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 05/09/2024

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

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

  Business Response

  Date: 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 Answer

  Date: 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,
  
  *****************************

• Initial Complaint

  Date:05/06/2024

  Type:Product 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 requested a refund of my credit balance. I have yet to receive a check for such.

  Business Response

  Date: 05/07/2024

  *******, we take all billing concerns seriously and are eager to address this matter to your satisfaction. Kindly reach out to us directly at ************************** so that we may gather more details and work towards a resolution. Thank you.

• Initial Complaint

  Date:04/30/2024

  Type:Product 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.

  Good evening,I have asked your office for a full refund of the $3,000, you charged us after we already paid $700, for the original visit!! We already paid, you take advantage of emotional pet parent's!! after we were home for only an hour, @9:30 and after our original visit, our cat seized 2 times, we called you in a panic, around 11pm, I told you it was the ** meds you put him on, that he has never had a seizure in his life, you tell us to bring him back to change his meds, then tell us when we are there he has to stay the night to monitor him, it was so traumatizing watching our poor cat seizing, an before I brought him back, I asked you if we would be charged again, you said no, that its the same day and with in an hour of the original visit, but then you turn around and charge us $3000, and tell us you are keeping our cat, till we pay!! What kind of business treats customer's like that, in the very emotional state we were already in. I asked what the heck is this for, you said we charged you for more testing (that we did not agree too also when the cat was there over night, you also charged us for giving him the ** meds, ( which we already paid for) and you told us you had no idea why his ** was so high, my cats ** was 300. I have wrote to you this being the 3rd time, to refund us the full $3,000 (our cat was not even there a full night, maybe a 1/2 day) hospital stay, medication ( we paid for) tests we did not agree on, on February 28, 2024. We had to take him to our vet 3 days later because he went blind and stop eating. They did the same test you did, and told us he had kidney disease, I had to put our cat down on March 5th, You took advantage of our emotions, you knew we could not even think straight because we were so worried and upset about our cat, I will be writing a review of the way you treated us, well we under extreme upsetting destress over the health of our cat shadow. I will not let you get away with this or do this to another family!

  Business Response

  Date: 05/02/2024

  *********,we're truly saddened to hear about the loss of ****** and the stress you experienced during his treatment. We deeply value the trust our clients place in us to provide compassionate, transparent care. Your concerns about the charges and the communication regarding ******'s care are something we take very seriously, and we want to ensure they're thoroughly reviewed. Please specify which hospital you visited, so that we may properly route your concerns. Thank you for reaching out, and please accept our condolences for your loss.

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21646389
  
  I am rejecting this response because: I have already wrote out the date, Feb 28,2024 and how much I paid, and the way I was treated.  I contacted the business by email and phone and never received a response. all I want is a refund of a reasonable amount, between  $1500.00 to $3,000.  I have never been treated so badly by a business, not to mention one I am supposed trust with my cat shadow. They were rude and would not give us the cat back unless we paid $3,000 which I had to borrow, because the ***  animal hospital, in ******** MA, would not even consider payments, they said we had to pay the full amount to get our cat shadow back. It was humiliating to be doing this in front of other animal parents, and them hearing that we could not afford the bill. And then our shadow passing away on march 5th, 2024.

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

  Business Response

  Date: 05/13/2024

  *********, once more, we want to express our deepest sympathies for your loss of Shadow. Although we take the concerns youve shared seriously, we are a bit confused, as we do not have record of a correspondence from you of this nature. We ask that you call or email the hospital directly so that we may personally address this. We will also have a member of our team reach out to you personally. Thank you.

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21646389
  
  I am rejecting this response because:

   I have sent to this letter below to the business already!! They will not respond or get back to my messages. 
  <
  ?
  ?
  me Mar 15
  to info@southco
  Good evening,
  I am adding onto my previous message to you, about refunding us a full refund or $3,000 for shadows hospital stay, medication plus another $700, for food and more meds and tests. ect. from February 28, 2024.
  He passed away after he left your hospital.
  I have filed a complaint with my lawyer and will be suing you for taking advantage of our emotional distress you knew we could not even think straight because we were so upset, I will also be writing a bad review of the treatment to my son and I, well under extreme upsetting destress over the health of shadow. You took advantage of our emotions and I will not let you get away with it. Or do this to another family!
  If we do not see an email or letter showing that you have refunded us via check or credit cards used!!
  
  Sincerely,
  
  *******************************************

  Business Response

  Date: 05/20/2024

  *********, thank you for taking our call on the 16th and allowing us to walk you through Shadows completed care with our team. We do empathize with your perspective and want to offer our deepest condolences on your familys loss.
  After a complete walkthrough of the visits with ******, and the communications / constant correspondence, we do stand by our decision that we are unable to process a refund for the care provided.

• Initial Complaint

  Date:04/30/2024

  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.

  Vca charged me over 500 dollars for a 3.5 hour wait then office visit in which tests were run but no medication was prescribed AFTER the test results came back. They refuse to prescribe antibiotics without ANOTHER office visit and tests. It shouldn't cost over 1000 for a dog uti. This place is unethical and treats people terribly. If you don't believe me just read their condescending answers to their 1 star reviews on ******* These people don't deserve to be in business. Rotten to the core.

  Business Response

  Date: 04/30/2024

  ****,it is concerning to read about the dissatisfaction you've experienced regarding the costs and the approach to prescribing medication for your pet. We strive for transparency and understanding in our care, and it's important for us that you feel heard and respected. Please identify which hospital you visited so that we may properly route your concerns. Thank you.

• Initial Complaint

  Date:04/19/2024

  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.

  The doctor on duty either purposely or negligently misdiagnosed my cat sending them home with medications. That did not treat but caused more harm, causing my cat to die in excruciating pain. I took the x-rays to three different other vets and they said they dont know how this vet came up with this diagnosis it was completely wrong, causing my cat to die, all sided negligence or it was done to purposely built money for x-rays and fees

  Business Response

  Date: 04/19/2024

  ****, I am deeply saddened to hear about the loss of your cat and the pain you've been through. This is certainly a distressing situation, and I take your comments very seriously. To allow me to properly route your concern, please specify which hospital you visited. Thank you.

  Customer Answer

  Date: 04/21/2024

   
  Complaint: 21588770
  
  The vet is located at ***************************************************************  
    Also the reimbursement of the price to go to another vet and put him down and triage again $625
  Sincerely,
  
  *********************

  Business Response

  Date: 04/24/2024

  ****, thank you for getting back to us with this information. To allow us to further address your concerns, please reach out to **************************** at your earliest convenience. We value your communication and look forward to speaking with you.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21588770
  
  I am rejecting this response because: They are negligent  for misdiagnosing my cat causing an excruciating painful death and there are other complaints of this matter. If I go to the listed website for reviews it has me blacklisted and do not responds. I went there first and was treated rudely. I deserve to have my $840 plus &400 that it cost for another vet for  their incompetence not the runs a round
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/13/2024

  ****,it is disappointing to learn that you hold this opinion, and we can be reached at ****************************  if you wish to further discuss these concerns. Thank you.