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:09/30/2024

  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.

  I am filing this complaint to report an unethical and unprofessional incident that occurred at the Animal Emergency & Specialty Center (AESC) in ******, ********. This occurred on Monday, September 30th. My dog was scheduled for an ***, for which we provided explicit consent. However, upon returning home, we noticed that my dog was bleeding from all four paws. Upon further inspection, it was clear that her nails had been severely over-trimmed, causing bleeding on every paw. This nail trimming was done without our knowledge or consent.I immediately contacted the clinic and was informed by the veterinarian that they routinely perform nail trims while pets are under anesthesia without asking for specific consent. This response is alarming. Consent is a fundamental aspect of medical and veterinary care, and any procedure performed without it violates trust and ethical standards.Additionally, the nail trimming was not only unauthorized but also botched. My dogs nails were cut excessively short, to the point that it appeared someone had been practicing on her. It caused her significant discomfort and bleeding on all paws. At no point during the consultation following the *** did anyone inform us that they had trimmed her nails, further indicating the staff's awareness of the poor quality of the work performed.This negligence and lack of transparency is unacceptable. Pet owners entrust their pets to veterinary professionals with the expectation that proper care, respect, and communication will be upheld. This clinic has failed on all counts. I am requesting that this matter be thoroughly investigated, and that appropriate disciplinary action be taken. Clinics like this one must be held accountable for assuming procedures and performing them without consent, especially when they are done so poorly that they cause harm.I look forward to your prompt response and investigation into this serious breach of trust and professional standards.

  Business Response

  Date: 11/04/2024

  Firstly, we hope your pet has recovered from this negative experience. Secondly, thank you for sharing this feedback with us. We acknowledge your concerns and appreciate your bringing this to our attention. We have taken your feedback seriously and have since added nail trim consent to our sedation and anesthesia consent forms. With this change, pet owners can make informed decisions and decide for themselves whether or not they would like their pet's nails trimmed while they are sedated or anesthetized. We have also retrained our staff to be extremely conservative in performing nail trims to avoid cutting them too short. You are absolutely right to expect proper care, respect, and communication from your veterinary professionals, and we strive to provide this to all of our clients. 

• Initial Complaint

  Date:09/20/2024

  Type:Product 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.

  I recently had a deeply disappointing experience at AESC Animal Hospital with my dog. Despite my repeated requests to speak with the ownerat least five timesI was consistently denied. On September 19, 2024, ****** left me a voicemail instructing me to call the main line to reach the owner, ignoring my previous messages where I mentioned I had already tried this 4 times without ********** my opinion, this ER facility prioritizes profit over genuine care. I believe an investigation is warranted for theses reasons:1. Unnecessary Testing: Despite my clear communication about financial constraints, AESC performed unnecessary tests. They insisted on CT scans and a culture test, which I reluctantly agreed to on August 21, 2024. They promised results in 3-5 days, but I had to repeatedly follow up, only to receive the results on September 16, 2024, stating there was no growth. This $250 test seemed pointless as they showed no urgency in communicating the results once they had my money.2. Medication Practices: AESC pressured me to purchase medication directly from them, claiming it wasnt available elsewhere. When I wanted to buy from ******, they insisted I buy from them, stating it would cost $120 regardless. They even charge $5 to write a prescription, which seems like a tactic to force purchases from their pharmacy.3. Financial Exploitation: They appear to gauge pet owners financial situations and exploit them. Despite my financial constraints, they overcharged for an abscess procedure and pushed unnecessary tests and medications.4. Lack of Follow-Up: Its been 30 days, and I havent received any follow-up calls to check on my dog. When I requested a follow-up, they were willing to see him for a $170 fee. Follow-ups should be part of the service, not an additional charge.AESC seems to blur the line between caring for animals and making excessive profits. While I understand the need to run a business, their practices appear to exploit pet owners financially.