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:04/01/2025

  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.

  December 21, 2024. My Boston terrier underwent surgery at my vets office. They do not do overnight monitoring so we were sent to Fetch with detail instructions that they were supposed to follow. The instructions came from the surgeon that did the procedure. I told personnel I would be staying in the waiting room all night and would like to be kept updated. They agreed. I told them I had her medications and discharge instructions to follow. I was told they would be doing their own care and didnt need my notes, discharge instructions and medications. NONE of the medications were given, none of the instructions were carried out and they did a procedure on their own because they wanted to see the cysts. There was no cysts. My vet told me that at most it would be 3 to 5 days. Fetch said minimally 11 days! I was never given up dates, even though I begged them for anything any updatenothing. The staff and doctor were so very rude and uncaring. I was very suspicious that they asked on the intake form if my dog had insurance. Why should they care unless to exploit that. We decided to pull **** from the facility to give her a chance to survive, again treated rudely and completely unprofessional. I honestly believe if we had left her there she wouldnt have made it. They didnt give her any of her medications. When we got her to bring her home, her trac tube parts were two different sizes and jammed together to the point of being cracked.

  Business Response

  Date: 04/02/2025

  Dear White family, 
  
  
  As discussed with you, the instructions sent from your surgeon were made before your pet had major complications and were not applicable to her present state.  Giving oral therapy and extra doses (therefore overdosing) of her steroids could have caused even more complications (again that dosing paperwork was not modified after she got more steroids and other medications from the surgeon for the complication.)  We absolutely did not say she would need to be hospitalized for 11 days -- we let you know that it is typically 3-5 and not the 24 hours recommended/you came expecting.  Our staff was not rude to you or your husband and treated Abby ***************   We have discussed this directly several times.  In our last conversation we discussed that our medical care and communication was reviewed and appropriate and therefore we will not grant a refund.  However, I also said that since you already pursued a complaint with the Florida board against our doctor's, that if that veterinary review felt differently that I would be open to having another discussion.  
  
  
  Additionally, we only ask about pet insurance because we have portals to assist guests in filing for several companies - we maintain a practice with morality and do not, have not and will not make medical recommendations that are not interest of the patients.   ******* *****, DVM, Diplomate of the ****** Chief Medical Officer
  
  
  
  
  

• Initial Complaint

  Date:10/30/2024

  Type:Customer Service 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 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

  Date:09/30/2024

  Type:Billing 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 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

  Date:09/23/2024

  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 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

  Date:05/19/2023

  Type:Sales and Advertising 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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/17/2022

  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 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

  Date:10/06/2022

  Type:Order 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.

  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.