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:01/31/2025

  Type:Customer Service 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 Jan 26th 2025 I had to rush my cat to the only open animal hospital in close proximity of my home. Central Veterinary Clinic in ***** *****. After my cat was 3 hours away from death he spent 2 nights in their care and he was able to come home. He had to be put on a specific food which needed approval from the hospital to order from ***** because the hospital didn't have it on hand. ***** needed an approval from the hospital and everytime I called Central they acted like they couldn't be bothered, they would leave me on hold, they would tell me it's all set so I would call ***** and they said no it's not approved by the hospital. So I would call the hospital back they would put me on hold and tell me they don't know where the problem is so it's something on *****s end. Then they would immediately say it's taken care of when it really wasn't just so they could get off the phone. I have spent over $11,000 at Central in the past 6 months and to be treated like I'm such an inconvenience and problem when I have to call just to get my cat special food is absolutely mind blowing. Their customer service skills are embarrassing. It seems like they are so kind and compationate until they swipe your card for thousands of dollars and then you and your pet can kick rocks. This problem needs to be rectified immediately! I've had to take time out of my work day to try and figure out how to get my cat medicated food, it has caused me severe anxiety that my cat who was almost dead hasn't eaten in 2 days and Central Basically told me sorry can't help you. I want at least half of what I paid back. AT LEAST

  Business Response

  Date: 02/03/2025

  Complainant's cat was hospitalized for two days for a urinary tract blockage. When he was discharged on 1/28 it was recommended that the cat be started on a diet that is specific for urinary tract health. This is a long term solution to treat this condition. Complainant made a request to purchase the food through *********. These diet's are considered "prescription diets" and need veterinary approval for purchase. Once we have approved a request it can take a couple of days for it to be processed through *****. We have no control over the operating procedures at *****. Complainant called seven times between 1/30 and 1/31 and spoke to multiple people. We listened to all of those calls. All of the individuals with whom compainant interacted were helpful and friendly and I would describe the calls and friendly and collaborative. There are a number of times where the person that answered the call reaches out to other team members for action and returns back to share the response with complainant. Nobody is ever rude or disrespectful on either end. When compainant expressed concern that the hold up of the delivery on the food may exacerbate the cat's condition our staff immediately reassures him that he can pick the food up at the hospital while he is waiting for a response from *****. On 1/31 the doctor on duty sent an email to complainant that we have approved, for a unlimited amount of time, six or seven different varieties of suitable food for the cat so there will never be an issueagain to get food from ********* for complainant. The delay from ***** was out of our control and all calls made to the hospital regarding the matter were handled in a timely fashion and a professional manner.  

  Customer Answer

  Date: 02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: They stated they weren't rude and they were rude on multiple occasions. They also stated that I called multiple times and that was due to the fact that nobody was helping resolve the issue. They said it was taken care of when it wasn't. And it's funny they said that I could come pick up food because I asked if they had the food and that i would just come grab it and they said no they didn't have the food on hand. So that's a lie. 
  
  Sincerely,
  
  ******* *******