Complaints

This profile includes complaints for Vetco Clinics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vetco Clinics

  10850 Via Frontera San Diego, CA 92127

• 

  Vetco Clinics

  3450 W Chandler Blvd Chandler, AZ 85226

• 

  Vetco Clinics

  1520 Military Rd Niagara Falls, NY 14304

• 

  Vetco Clinics

  3150 Erie Blvd E Syracuse, NY 13214

• 

  Vetco Clinics

  1622 Clark Street Rd Auburn, NY 13021

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:04/21/2025

  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.

  I recently filed a complaint against Vetco vaccination clinic for administering an extra injection to my kitten that wasnt approved by me. My case was closed, and it should have been. His vaccination records were provided, it. I did sign a consent to vaccinate but it was a general consent, vaccinations needed are not listed on the form. They administered rabies which wasnt needed because it was already received a few weeks prior. Vaccination records shown that, it was also told to them verbally.

  Business Response

  Date: 04/25/2025

  Our team has reviewed this case and can confirm that a valid proof of a prior Rabies vaccine or a Rabies certificate were not presented at the time of the appointment. 

• Initial Complaint

  Date:04/15/2025

  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.

  I took my dogs in to get their 3 year rabies vaccines, They only gave them a certificate and tag for 1 year. I did not notice this until I got home. I went back to ask about it and they changed the certificate and gave me a different tag for one dog but not the other. They did give them the 3 year rabies and will not correct the one dogs paperwork. They say I have to get her immunized again next year in which case she will be over immunized which is not healthy. I was told by the staff that every dog gets the same rabies regardless if it is 1 or 3 years. They lie to their customers and over charge for the rabies. I contacted my vet and they told me that what they did is grounds for the veterinarian to loose her license. I would like my dogs rabies certificate to be updated to show that she has her 3 year rabies and get the correct county tag.

  Business Response

  Date: 04/25/2025

  Our team has resolved this issue as of 04-24-2025. 

• Initial Complaint

  Date:02/17/2025

  Type:Sales and Advertising 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 had shot records showing what shots my dogs needed and didn't need. I specified exactly what each dog needed. One of my dog heart worm test was mixed up with another customer's dog. The other two dogs test was read in two minutes not eight. My pets didn't receive the services that I was charged for. And I didn't receive the three Simparica Trio 6-month supply.

  Business Response

  Date: 02/19/2025

  We have addressed this guest's concerns regarding incomplete services and have added complimentary services to their account to be used before expiration. We have reached out to the Clinic Team regarding their forgotten prevention. The guest should be expecting a call from the clinic team to arrange pick-up.

• Initial Complaint

  Date:02/05/2025

  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 am filing this complaint against Vetco Clinics for refusing to issue a refund for services that were not rendered. On January 5, 2025, I purchased the Pup Shield Plus package for $200.99, which included two visits for vaccinations and preventive care. The first visit was administered without issue, but the second visit was denied on February 2, 2025, because my dog, ******* had minor symptoms following the first round of vaccines. These symptoms were typical post-vaccination effects and still fell within Vetcos policy criteria. I was fully transparent about Maddies condition, yet they refused to provide the scheduled services.Since Vetco denied service, I requested a refund at the ***** store where the clinic operates, as they were able to take my payment and should also be able to process a refund for the services not provided. However, they refused to issue the refund. The ***** store manager even acknowledged that what Vetco did was unfair and offered to help, but Vetco has continued to avoid its legal obligation.Vetco has since attempted to impose an unnecessary requirement that I visit a full-service veterinary hospital and submit medical records in order to receive my refund. However, there is no legal basis for this demandI should not have to see another vet to be reimbursed for services that Vetco itself refused to provide. This is an unfair and deceptive business practice, effectively amounting to theft of services.I have made multiple attempts to resolve this issue, but Vetco continues to delay and avoid issuing my rightful refund.Desired Resolution:I request an immediate refund for the portion of the Pup Shield Plus package that was not provided. Additionally, I urge Vetco to change its policies to prevent similar unethical treatment of customers in the future.

  Business Response

  Date: 02/05/2025

  Our team has been in contact with this guest as of 02/05/2025 to resolve the issue. 

• Initial Complaint

  Date:01/26/2025

  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.

  1/27/2025, set up appts for both dogs to be seen for vaccines and heartworm testing and to purchase heartworm prevention supplies. Vet on duty refused to see dog ***** d/t a previous issue that was proven to have been resolved as of 1/29/23 which was only noted by initial vet back in 2020 while labs were drawn for surgery for spaying and could have been an error. Then vet on duty refused to then see our other dog *****. This resulted in having to see a vet last minute and have everything completed when there shouldn't have been an issue. I'm asking for the difference between what I would have paid through Vetco and what I had to pay through the vet to resolve. This incident should have never occurred. Total cost for all vaccines and heartworm prevention through Vetco would have been $574.71, however i had to pay Mansfield Vet/Chewy $855.26 making the difference $280.55 which is what I am asking for the resolve the issue.

  Business Response

  Date: 02/07/2025

  Thank you for taking the time to provide honest feedback on your recent visit. Our team has been made aware of this issue and are actively working on a resolution. We will reach out on our platform to resolve. 
  
  

  Customer Answer

  Date: 02/08/2025

  I have attempted to resolve directly with customer service **** and I keep getting the run around and nothing is ever resolved.  

  Business Response

  Date: 02/19/2025

  Vaccinations/services are given at the discretion of the treating Vetco veterinarian. We are unable to overturn the clinic team's decision to refuse service. This is not a decision that is made lightly and is for the health and well-being of your pet. 

  Customer Answer

  Date: 02/19/2025

  i brought proof to show that the first testing done on my pet was incorrect and she was incorrectly diagnosed when she was 4 months old.  Dog is now 4.5 years old and has never had an issue with vaccines or heart worm testing.  Proof was submitted to Vetco showing no abnormality and it was requested the alert be removed from the record.  Proof was sent 1/29 & 2/1.  I called them on 2/15 and there is still no update to the review.  To resolve I should at least be credited by Vetco for the amount requested to be used at their clinics and have the alert removed from the file.

• Initial Complaint

  Date:01/26/2025

  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 January 20, 2025, I went to Vetco with three pets. For my cat, I only needed a rabies and distemper shots. The woman at the counter said oh we can do a package and I said no, I only need rabies and distemper. She said ok. Then for my two dogs I needed DHLPP, she said we can do a package. I said I dont think we need a package I only need DHLPP. Then she tells me that it will be $155 per dog and I asked only for *****? And she said and the heart worm test and dewormer which you need or at least you will need to be able to get more heart guard. I said I dont need the dewormer or heart worm test right now. The dewormer and heart worm test were in the package (which I said I didnt need). She ended up taking out the dewormer and test for the dogs. Unbeknownst to me, she had kept the package for my cat. When I went to pay, my dogs were $****** each. And my cat was $121.41. When I received the visit summary I noticed that my cat had been given distemper, rabies and a dewormer which was part of a package. Getting these a la carte would have been $37 for rabies and $50 for distemper= $87. I was overcharged (****** - 87= $31.50) and given a shot I didnt authorized. I called Vetco and requesting a refund for the overcharge $31.50 and they denied. It appears to be a very unethical business practice to try to over charge people by doing unauthorized packages and not letting via know.

  Business Response

  Date: 02/07/2025

  Thank you for taking the time to provide honest feedback on your recent visit. We are sorry we did not meet your expectations.
  
  Services are rendered at the discretion of the clinic team. The pet being up to date on vaccinations is for the safety of the pet, as well as the clinic team.
  
  We value you as a Guest, and your feedback helps us continue to improve Petco.

• Initial Complaint

  Date:12/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  12/22/24 I had the worst experience with your staff. As i was having a panic attack because of their mistake they are calling me inappropriate. Your boss of them was so rude and made me so mad. I could not stand how she was speaking at me accusing me of things and not coming to a resolution about this. Ive been dealing with this for over a month. And i have spent so much money with Petco and Vetco. I dont feel valued as a customer at all. I was trying to tell her a resolution of free bloodwork for Rome for their mistakes. And she never let me finish anything! She kept making excuses saying it was a miscommunication when there are cameras at all your stores and dec 15. The staff did not do their job. And as a manager she has no customer skills to listen. I had hyperventilating on the phone bc of my panic attacks from nobody listening to what i needed. I drive an hour to get to a Vetco clinic. This is the worst i have ever had and Ive never had a problem until now. I am so disappointed in how they treated me and how the vet called me inappropriate bc i was talking loud from crying the entire time. They messed up my prescription for blue and put the wrong one when i asked many times. And for Cali on the app it was the completely wrong prescription according to the app. Then they sent an email fixing just that and not blues yet. And i am tired of trying to communicate with them. They are making it impossible for me to stay calm and its just the vet and the manager with a 616 number. She was sarcastic the entire time and never had sympathy. And **** when i brought him in they never wrote a prescription and never told me he needed blood work and thats what the manager was not understanding at all!!!!! She would not listen!! They shouldve told me he needed blood work and i wouldve done it like i did for blue today. But they still messed that up today!!!!!!

• Initial Complaint

  Date:12/21/2024

  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 went to their vetco Clinic at the store to get updated shots for two cats. I got the records for one of the cats but did not get the records for the other as this company insisted on sending it by email. I was not able to get the record for the other cat which I would like to put up for adoption. I need these records immediately. I paid for them and they did not give me what I paid for. Now it says that this vetco is closed at this location I need my records or I want my freaking money back

  Business Response

  Date: 12/23/2024

  Dear **** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out to us and sharing your concerns regarding the records for your cats. I sincerely apologize for the inconvenience you've experienced with obtaining the records from the Vetco Clinic. I understand how important these medical records are for your adoption process so we have forwarded a copy of your complaint to our Vetco Clinics team. They confirmed that they have sent the medical records for both pets to the email address you have provided.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 12/27/2024

  I DID NOT GET RAYMONDS RABIES OR SHOTS RECORDS!!!!!!!!!

  Business Response

  Date: 12/30/2024

  Dear **** *******,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********.  We are truly sorry about your ongoing disappointment on the issue.
  
  Our Vetco Clinics Specialist confirmed that she has resent Raymonds rabies paperwork and shot records to your email address.
  
  
  Thank you again for contacting Petco.                     
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Business Response

  Date: 01/08/2025

  Corp Support can confirm that we have emailed the requested documents as of 12/30/2024.

• Initial Complaint

  Date:11/30/2024

  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.

  Hi I paid for a 3 package vaccine for my 2 kittens blueberry and cinnamon but I only received 2 vaccines I also didnt receive the rabies vaccine Please give me a refund for all the vaccines which were not administered Thanks

  Business Response

  Date: 12/04/2024

  As all services provided in packages are discounted to provide the most value, we are unable to provide a refund for unwanted services. The pet parent is still receiving the best discounted price with the package vs a la carte prices. The website states that "No refunds, substitutions, alterations or additional discounts allowed for packages. Your vaccine package purchase is eligible for 4 months of redemption."

• Initial Complaint

  Date:11/30/2024

  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.

  Date: 30 November 2024 Location: *************************, ** Issue: Had Vetco appointment for vaccinations for my cat. Brought cat in, checked him in. They had curtained off part of the store for the vet. I peeked around the corner to look at the setup (no animals or vet were there). I touched NOTHING.The vet saw me and said that she couldn't vaccinate my cat and refused to give me her name so that I could speak with her supervisor at *****. For a licensed professional - I would expect someone to be willing to give their name. I asked the store manager to please get me her name and she refused him as well.I did nothing wrong. There was nothing posted. Every other time I have gone to this same Petco for pet vaccinations- there was no *********** was able to observe the vet with my animal. I would like to understand why this time was different and why the vet would not provide her name.

  Business Response

  Date: 12/04/2024

  It is our understanding that the client requested additional time with the veterinarian. Due to the nature of our clinics, our appointment times are five minutes whereas a full-service clinic was deemed better suited for this pet parent's needs. The pet parent is welcome to return to have their pets serviced. Our Vetco veterinarians are on a contract/rotating basis and we cannot guarantee that the same veterinarian will be present.