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:05/08/2024

  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 took my dog to Planned Pethood because he was in a great deal of pain from enlarged testicles. I was referred to them by a low-cost Clinic that does spay and neutering because they were supposed to be a low cost Clinic as well. Upon completing my intake paperwork my dog was quickly shuffled off to be looked at (not sure who was doing the looking) to be told that he needed to be neutered and because he hadn't eaten in a day and a half he would have to be kept overnight. I inquired as to the cost of this procedure and the stay, I was told that it could go upwards to $2,000. When I explained to them that that was more than I could afford I was offered financing options. I explained that I was told that they charged by assessing a sliding income. I was told that that was incorrect that they are a low-cost veterinary clinic. If $2,000 is low cost I'd hate to see what a normal veterinarian would charge. My biggest complaint was that the administrators at the front desk decided to call me a week later to check up on my pet which at first I thought was very nice and polite however after explaining to them that I had been caring for him myself until I can get an appointment for him to see a a clinic I could afford I was threatened with animal control and a charge of animal neglect. I can only assume it was because they want me to bring my pet back to them and pay an exorbitant amount of money to have him cared for. I wouldn't do it anyway because they're an hour away from my home and don't offer the services that I was told by another ***************** that they offer. I'm not seeking any restitution simply want others to know what's going on with this particular Clinic. I feel they believe that they're above the law and they have done other pet owners very wrongly without any consequence.

  Business Response

  Date: 05/14/2024

  Several issues, first this dog needed a full work up, blood, x-rays, maybe ultrasound, surgery and would have stayed with us several days..We top out at ******************** complex soft tissue issues and 2500 for bone surgeries. Certainly, an owner has the options to go anywhere but I know for a fact the dog had not received a good week after presenting to us. That is neglect. We work with people and give them ways to raise funds, we write off a lot of costs, and in the end the owner just walked out and never came back in to say she needed more help and could we do something right now. We would have happily treated her dog and figure things out but since she decided to walk out and not come back we could not really make things better. Since COVID many things have gone up a lot and we are paying more for our help than ever before and still below what many could make working for a for-profit. At some point people need to take responsibility for the animals in their care. The **** runs a clinic and have millions in the bank, we dont. I am always willing to work with people who i believe truly care for their pet and want to work with us. Not sure who quoted or what all they told the owner but in the end with a little effort we could have helped with her dog and the bill..I do suspect cancer or another testicular issue all easily preventable buy neutering earlier in life. this was not a walk in and walk out case in any way that i am sure of..I truly wish owners would talk to us more and understand we bust our butts daily to help as many people and their pets that we can. We dont get government funding and while we do get donations that does not pay all the bills. No animal should suffer needlessly..

   

• Initial Complaint

  Date:12/26/2023

  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 waited 3 hours to get my dog his updated shots. I walked outside to give water to my other dog. They charged me 40 dollars for walking outside.

  Business Response

  Date: 12/26/2023

  Not sure how to respond, we have not been at that address for about 6 months..we have not had 3 hour  wait time for vaccine clinics in years..We dont charge an exam fee on saturdays, but if people want a full exam that do pay 40 dollars to see the doctor..I need more clarification..In the end we are about the least expensive around when it come to shots and most major surgeries..More communication the day of the event from complainant might have helped the situation..

   

• Initial Complaint

  Date:03/13/2023

  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.

  See uploaded documents

  Business Response

  Date: 03/19/2023

  I will start by saying i am truly sorry for the loss of ****..There is always a risk to surgery and we have a death rate about half of the national average but in the end any death is a tragedy..Many dogs have been poorly breed and come with increased risk and we do take that into account.. Brachycephalic dogs are one, and we give extra drugs, we leave then tubed longer, we set their heads up on towels, like all our surgeries we have them recover in the surgery room literally at our feet..They are on a heated floor or a padded floor with blankets and there are 6 to 12 people around at all times..Things can happen in a matter of seconds and we do respond immediately..I was not in the building during the recovery for **** but right after i came in it was noticed he had stopped breathing and we did proceed to CPR..We are proud of the work we do and are here for the animals..Our protocols are designed to reduce risk but nothing is ever 100%..There have been assumptions and speculations that are not true and taken way out of context that i feel i have no need to address..Iam sorry for the loss of **** and if any individual wants to come in and hang out in our surgery room for the day to see how we do things then they are welcome..I have had literally dozens of vets and vet students come through my facility and not one has ever voiced a complaint against me or the way we do our anesthesia and recoveries.. 

• Initial Complaint

  Date:03/12/2023

  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.

  My dog ******* was seen at this clinic last when he got his booster before I moved out of state. I have an appointment for ******* at a vet here where I live and they wanted his records. I called the number provided and never could get a live person I was directed to a voicemail which states they would respond within ************************************ I waited for 4 days no email no call I called again left a message to be called again the message said allow up to ************************************************************************************************************************ 2 days and conveniently they are closed Monday which means I will have no record to bring to my new vet. I'm so disappointed because I really liked this company until now. They have no after hours number to call and no live person to answer calls why? It's really frustrating.

  Business Response

  Date: 03/15/2023

  We apologize for not being able to get back to ******************* in an timely manner. Like many companies we are still very busy and short staffed. We did get the records that ******************* requested to her via email on Sunday March 12, prior to her other vet appointment. We are in the process of also finding a new phone service since we seem to be having many messages that are not coming through. Again we apologize for any inconvenience that this may have caused.