Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2022

  Type:Customer Service 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.

  I took my dog in on July 9 for several symptoms: Vomiting, Lethargy, Diarrhea, Dry Heaving, and Loss of Appetite. This emergency clinic demanded an appointment and a pre-paid **** payment in order to see my dog (seems strange for an emergency clinic). I'm never allowed in the building with my dog, so I have no idea what they did or didn't do to my dog. I'm presented with an insane suite of tests they want to do in order to treat my dog, with the price being ****** I declined and explained this was likely a reaction to a medication that had been administered, and just wanted to ensure there was nothing life-threatening and maybe something to ease his pain. They had no other options. I was charged **** for this. I went to a different emergency clinic two days later, told them the exact same thing, and was in the exam room with my dog the entire time. As is normal, a rectal exam was performed on my dog and blood was found. A treatment plan was drawn up. That entire visit only cost ***** If he doesn't get better, they had a similar test suite as the first clinic, only their price was ****** I don't believe South Bay Animal Hospital ever performed an exam on my dog, if they did, they would have discovered blood in his rectum. They made no mention of this, and in response to a **** review they said "It would be negligent if the clinician did not mention anything abnormal found on exam, whether or not it was related to the presenting complaint. You had paid for an emergency consult, so the clinician was going to relay anything and everything abnormal found on the exam." Blood in the rectum would be abnormal, yet they made not mention of that. Which is proof no exam was performed. I paid **** for an "emergency consult" but I didn't get one. I got scammed instead, at the expense of my dog's health. They also didn't provide me with a receipt, so I've attached their ***** estimate.

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/07/23) */
  Contact Name and Title: *************** Manager
  Contact Email:********************
  Good afternoon.
  
  We are sorry that you are not satisfied with our services. I would like to assure you that a physical exam was indeed performed on your pet, and would be happy to send you a copy of the medical record if you would like. If you did not receive a receipt after your services, I am happy to send that over to you as well. That is our mistake, you absolutely should have been sent a receipt.
  
  As an Emergency and Specialty hospital, our prices will run higher than a general practice. This is why we present the estimate beforehand, so that there is complete transparency between both parties regarding the funding. We are not attempting to scam anyone. Our team is comprised of hard working nurses and Doctors who are in this profession because they love pets, as well as providing high quality medical care.
  
  While I cannot issue a refund for services rendered, if there is anything else you need, please do not hesitate to reach out- I've included my information.
  
  
  Consumer Response /* (3000, 7, 2022/07/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I paid $195 for an emergency exam of my dog. They didn't perform an exam (which was abundantly clear after going to a different emergency vet). They're lying when they say the performed a physical exam.