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:12/19/2023

  Type:Billing 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 11/15/23 I took my dog to this vet due to an inflamed ear flap. They proceeded to surgery and made about *************************** the one ear flap causing my dog severe pain. They also wrapped her head with bandages and asked we keep that on her for a week. After a week, we returned (my dog was unusually scared to go back) and when the bandage was off, we could see she had a significant infection that they needed to treat. They gave use more antibiotics and never called back or scheduled the stiches to be removed. They claimed they could not foresee the secondary infection and alleged she didn't have an infection when they treated her, but she had, which is why we were seeking treatment.Now they want me to continue paying for their "care program" called Paws Plan, even though the contract says I can cancel with a 30-day notice, and refuse to give me any money back, which I requested, as I still need to treat my dog.

  Business Response

  Date: 01/19/2024

  Thank you for communicating the concerns raised by our client, Ms. ********************** Up until the day the complaint was placed on December 19^th, we had been in active communication with ************** to ****** understanding and reach a resolution.

   

  In our efforts to address ****************** concerns, we also involved our 3rd party liability team to conduct a thorough review. Their assessment found no merit for compensation on this matter. Despite this, out of genuine concern for ************** and her pet, Cookie, we made a good faith offer to waive the amount owed on the Paw Plan and medical services rendered, totaling $647.08.

   

  Regrettably, ************** declined our offer. While we were not under any obligation to make this gesture, we wanted to extend it in an attempt to ease any suffering experienced by ************** and her beloved pet.

   

  We remain committed to resolving this matter amicably and providing the highest standard of care to our clients and their pets.

   

  Thank you.

   

   

   

  *****************************

  Customer Answer

  Date: 01/23/2024

   I am rejecting this response because:
  
  What they offered me was something I was already entitled to, per the contract I had with them, which I can provide. The contract states that I can cancel at any time with 30 day notice, which I did thru their lawyer, as the hospital manger refused to speak to me further. 
  
  Thank you
  
  *********************;