Complaints

• Initial Complaint

  10/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I bought a 4 month old Daschund puppy on 9/14/24. I purchased vet insurance the following day. I scheduled ***** to go to the vet on October 2 where he got his final vaccines, and treatment for an ear infection. I got the SOAP notes from the vet and the invoices they asked for. They are saying that I am missing information because I don't have a years worth of documents but the dog isn't even a year old yet. I called customer support on October 14th and the woman on the phone said that she resolved the issue. I received another email on the 22nd saying that I still had missing information.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I has pet insurance through Fetch. The quarterly premium is ******. I cancelled the insurance on July 26, 2024. Despite cancelling the policy, Fetch continued to charge me for the entire quarter. No claims were ever made against my policy. Nevertheless, Fetch continues to charge my **** account for the full premium. At most, they were do a pro-rated portion of my premium up until the day I cancelled.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I started Fetch ************* in May of this year. On 8/8 I added a second cat to my policy, as she had an appointment 20 days later. I made sure it was outside of the 15 day wait period. During this period, I realized a second account had been accidentally made and I requested they be merged. Fetch merged these accounts on 8/19, and made no indication that this would have changed the wait period and the policy start date was also not changed. Since filing the claim for her and my other cat I have received constant push-back in regards to processing any claim. I submitted multiple copies of medical and adoption records, spoke to customer service about what else could possibly be needed, resubmitted records and today, 9/21, received denial of claim due to "filing within the 15 day wait period".

• Initial Complaint

  05/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were quoted a price, then told to pay almost 400% that price with almost no explanation. And we had to pay it to get our dog back. This is absolute fraud, and praying on people with sick or hurting pets. They had all the info, quoted the price for every service, and then scammed us to a point we couldn't do anything but pay. We will be disputing the charge, and I hope and pray this place gets shut down for their lack of morals and ethics. Terrible Establishment.

  Business response

  06/14/2023

  Good afternoon,

  We appreciate any feedback at Fetch.  We do not have a Josh *********************************** we only a Moriah ************.  I have attached an signed estimate and invoice from that visit.  The invoice was lower than the signed estimate provided to Moriah ************.  We strive to provide up from pricing for our veterinary services by providing written and signed estimates prior to diagnostics and/or treatments for our four legged family members.  Since the invoice was less than the signed estimate, we are unsure the confusion.  If we have the wrong client or pet please let us know.

  Thanks!

  Team Fetch

  Customer response

  06/17/2023

   
  Complaint: 20077791
  
  I am rejecting this response because: Unfortunately, Fetch is being dishonest. They quoted much less, and only changed that quote and got their signature under duress once they had the dog. I'll be requiring legal action if we are unable to come to a resolution. Thank you. I understand I'll lose more than I'll get dealing with my company's lawyer, but it is an ethics issue at this juncture. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I took my dog to FETCH Specialty clinic in *******, ******* for cancer treatment. My dog died prematurely due in part to extremely poor communication from the cancer specialist vet who was treating him and the staff. Within a week after one of his treatments, I called to report my dog vomiting and diarrhea. No call back. Another week, after increasing treatment, I called three times to report that my dog was having on and off fevers. No call back. That night he began running a fever again. I took him to the emergency side of FETCH. After waiting by myself in the lobby for 3 hours, he was finally checked in. I asked that his specialist vet be notified. No call back. Eight hours later, I was called and told to come quickly because he was dying. No call or attempt was made to communicate to me that there was any concern or decline in his health during the 8 hours he was in the ********* room. They required a deposit of $1770.00 to admit him. Over a week has passed and there has been no communication from the FETCH *************** to discuss his bill or reimbursement. I have made calls and sent emails requesting reimbursement of funds not used since he died. Nothing. I asked for records of what care my dog received in the 8 hours that he was in the ********* care. Nothing. The cancer specialty veterinarian in charge of my dogs care did not contact me until 3 days after he died. Most of the conversation revolved around his lack of care, compassion and professionalism at not responding to my calls or reaching out to me sooner.I took my dog to FETCH because I expected high quality care. The lack of communication, follow up to treatment and concern for my pet was negligent, unprofessional and in part led to the death of my dog.At FETCH I paid premium fees for substandard service and care. I will NEVER return to FETCH and I would NEVER recommend FETCH specialty cancer care or FETCH ********* services to anyone who loves their pet.It has been over a week, and I continue to wait for documentation of what services were provided to my pet in the 8 hours he was in the ********* room, why I wasnt contacted at any time about his decline and a reimbursement of the money that is to be refunded to **** would also like to point out that my experience is similar to other complaints that have been posted on ****** reviews and submitted to the BBB. FETCH has a history of poor-quality care and neglect.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  This complaint is based on services paid to Fetch Specialty and Cancer Veterinary Center located on ***********************************************************************************, the evident lack of standards used by this clinic to treat our French Bulldog ***** and the losses incurred during treatment. Please see attachments A, B and C for further clarification. Treatment at Fetch began on 04-01-2020 and concluded on *****- 2021. During this time, our dog ********************* was under the care of *****************************, their internal medicine doctor. ************** failed to conduct proper diagnostics and offer our dog treatment for cancer. As anyone can clearly see in the attached report from expert witness *********************************************, ************** did not adhere to required standards of care and failed to properly diagnose and treat our dog. Interestingly, during treatment, my husband and I paid $6,152.44 to fetch for medical care and to summarize our experience at Fetch, we feel we were treated poorly and worse, our dog was treated inhumanly. It appears a case of gross incompetence and failure to adhere to established medical protocol in the treatment of animals. The charges made for negligent care are beyond insulting and it is shocking to realize this company is allowed to abuse consumers like us and get away with it. Therefore, we kindly ask the Better Business Bureau to assist in obtaining reimbursement of our expenses and for replacement of our service dog. Should additional information be required, we will be happy to supply all necessary evidence.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our puppy girl Sophie was admitted to Fletch on 12/30/21 - 1/2/2022 due to a cough. We were forced to put down $5156.32 upfront before they would treat her. She was initially given a diagnosis of Bronchitis and meds were not working. Then they aspirated her and the lab results came back as "mixed inflammation" which they never seen before. Since Sophie tolerated the aspiration procedure just fine, they felt like she was a perfect candidate for a CT scan that required anesthesia again. We were called approx. an hour after anesthetizing Sophie by the vet "so, Sophie's heart stopped but we are trying to revive her" but they could not. We were then told my credit cards was not charged again for the CT scan. Although Fetch said it was normal procedure for them to send off for additional lab work to try and fixture out what was wrong with Sophie, we got a full autopsy report back that we never authorized. We sent several emails to the facility asking for their policies & procedures or credentials of staff who administer anesthesia with no response. Upon my final request for info, I included the owner's name and commented that I had read all of the complaints against them. I then finally received a call from the owner. The owner asked me why I waited 2 weeks to return his call and I explained that we were still grieving over Sophie's untimely death. I told the owner there appear to be a bunch of kids in the room where they were trying to revive Sophie and the owner got very defensive saying how dare I make that comment because they don't hire kids so I clarified my comment that they were very young looking. The owner proceeded to tell me that Florida is one of the few States with very loose regulations of veterinary medicine and there is no certification or license to administer anesthesia and nurses are not actually licensed as nurses. I want my $5156.32 back! I paid for treatment at a place that is supposed to care for animals versus the love of money

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/12) */ Dear Ms. ****/********, Again, we are very sorry for your loss of Sophie. Sophie was not admitted for a simple cough. She was oxygen dependent and had been seen at multiple veterinary clinics over the weeks prior without improvement on normal therapy. We started with sampling that showed inflammatory changes and discussed that further testing would be needed. We discussed that anesthesia is ALWAYS a risk on multiple occasions. We discussed that the next step to try and obtain an answer to see if you had other treatment options would be a CT scan which you consented to. She was anesthetized by an experienced, boarded internal medicine specialist and an experienced Certified Veterinary Technician. As soon as her heart stopped CPR was initiated and you were called immediately. After you visited (after she had passed) I offered to obtain a sample of her lung for histopathology (at no charge to you) to try and get you an answer for why Sophie died. You verbally consented to that sampling in order to get you an answer. I have never and would never EVER perform a procedure on an animal that is alive or passed ******* the consent of the owner. When the sample came back we let you know that she had an aggressive cancer throughout her lungs. As an emergency and specialty hospital, we manage critically ill and beloved pets on a daily basis. We understand that during stressful times clients might not fully hear all of the details about a situation and that grief of loss can present as anger. You have cursed at our team, claimed we are forging records and are lying about Sophie's treatment/cause of death. We have done our best to speak with you and explain the medical circumstances around Sophie's condition and cause of death but you continue to claim we are lying and belittle the morals of the profession. Sophie received several days of critical care and diagnostics related to the charges incurred. We cannot refund costs due to a poor outcome related to severe, terminal disease. Sincerely, Fetch Leadership Team Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sophie was absolutely admitted for a cough because Banfield Hospital thought it was Bronchitis and Blue Pearl wasn't accepting new patients that evening when we were referred to Fetch to help us find out what was causing Sophie's cough thus causing labored breathing as a result. This was NOT something she suffered from for prior weeks, but just a few days before going to Fetch. I have all of my receipts to prove this was not a long-term situation. Fetch did say they were going to conduct an aspiration test to see what could be causing the coughing. Vet ***** said Sophie did so well under anesthesia for the Aspiration procedure that she thought Sophie was a perfect candidate to proceed with the CT scan so of course we consented. I sent many emails asking for the credentials and protocols of their facility of the person who administered the anesthesia and my emails were ignored. I finally did get a response from the owner ******* ********* only when I included in my last email that I was aware of all the complaints against them and that I had not retained legal counsel yet. During my conversation with ********* when I asked again about the credentials of the staff and the policies and procedures, he explained to me that Florida had very loose regulations for veterinary medicine and there were only a few people in the United States who are actually certified in veterinary anesthesiology. He even referred me to look up the Veterinary Regulations of which I later did. We have no doubt that our Sophie was not anesthetized by an experienced board-certified internal medicine specialist nor a certified tech. If that were the case, they could have put my mind at ease by providing this information immediately. We were called and told by a cold-hearted Vet Hogan that said Sophie's heart stopped while she was being put under anesthesia. She had no inflection in her voice that sounded like she felt bad about what happened other than to say "So, Sophie's heart stopped but we are trying to revive her" as if she was a hamster. I did get irate on the phone because Hogan couldn't seem to explain what could have happened. I reminded Hogan that she had just reassured my daughter and I a couple hours prior that Sophie had a great night the night before and felt like she had no reason to think she wouldn't do well for this procedure since it was a quick test. Anyone with human emotion would react the same way. Fetch did NOT say they were going to autopsy her lungs whatsoever. They told us they were going to send more lab work off for testing and not charge extra. Not one time did they say they were going to take lung samples or I would have said no. They were quick to inform me that they did not charge my credit card for the CT scan. Fetch does admit pets to their hospital because it is a very profitable business. If a person just took the time when not in a crisis to research this facility, it would be crystal clear this place is all about the money. This same facility has also had an enormous number of deaths on their hands from "beloved pets" that came in for minor issues. Again, I did not curse or lose control when we went to visit Sophie after her passing *** certainly NOT to any staff member. I was extremely angry when we received the initial phone call, but the damage was done by the time we got to the facility to say our goodbyes. I did have the conversation with the ********* about the cause of Sophie's death because I told him there were a bunch of kids standing around our Sophie when I got to the facility and he said "How dare you call my staff kids because he doesn't employ kids". I told him the attempt to revive Sophie looked completely staged because it took me almost 45 minutes to get there. I kept asking ********* if he was there since I know he runs his other facility in Bonita Springs. He was never at the Brandon facility when any of this was going on, so he can only speculate based on what his staff told him. If having to email the facility numerous times for answers regarding their policies and procedures and credentials of staff hardly qualifies as doing their best to explain medical circumstances especially after the fact. It was ********* who told me about the lack of regulation in their profession in Florida so what is there to belittle? Sophie was there from December 30th and passed **** on January 2nd which does not equate to several days. Because it was New Year's weekend, Sophie hung out in a cage since they were working with minimal staff. I would have taken her home if I had known this upfront and certainly before I was forced pay the $5156.32 before they would treat her. This extremely poor outcome was due to my family member being over anesthetized and she was not the first one Fetch has done this to. I am simply requesting my money back because they had unqualified staff doing procedures knowing we were at their mercy.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We decided to get insurance for our boxer with Fetch. We have been paying $74.52 each month. We submitted a claim with them September 27, 2021. It said we were missing documents, so I went to our vet and got all his medical records, most recent, and past medical records. It was then moved to history and said it was not active anymore. I emailed the business, and they emailed me back once and never got back to me after that. We have done everything it told us to do, got everything we needed, and it still has not reimbursed us within the 7 months we have had it.

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/24) */ Contact Name and Title: BELINDA R******* Contact Phone: ********** Contact Email: *********@fetchvets.com I believe you may have targeted the incorrect business as we are a Specialty and Emergency Veterinary hospital in Brandon, FL. We do not provide Pet Insurance to our clients as we leave this to their regular veterinarians for recommendations on pet insurance carriers. In addition, I cannot locate your last name in our system as ever having been a client here at Fetch Speciality and Cancer Veterinary Centers. I am happy to respond further if you are able to provide me with additional information. Please feel free to contact me directly. Otherwise, I ask that this complaint be removed from the system.

*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. ↩