Complaints

This profile includes complaints for Veterinary Emergency Clinic of Central Florida, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Veterinary Emergency Clinic of Central Florida, LLC has 4 locations, listed below.

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  Veterinary Emergency Clinic of Central Florida, LLC

  195 Concord Dr Casselberry, FL 32707-3210

• 

  Veterinary Emergency Clinic of Central Florida, LLC

  33040 Professional Dr Leesburg, FL 34788-3750

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  Veterinary Emergency Clinic of Central Florida, LLC

  2080 Principal Row Orlando, FL 32837-8348

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  Veterinary Emergency Clinic of Central Florida, LLC

  16369 West Colonial Drive Winter Garden, FL 34787

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:07/13/2023

  Type:Service or Repair 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.

  On 7-3-2023 I took my dog to this hospital my dog unfortunately she was too sick and had to be euthanized. On 7-11-2023 I was called that the ashes were ready to be picked up. I went the day after only to find out they didn’t have any ashes without any explanation they had the supervisor call me to offer me a refund like they didn’t just mismanaged the ashes of my loved one. I asked for explanation and nothing was offered. I specifically asked if I could take my dog beforehand and they made me feel like I was doing something inhumane only for them to lose/toss my dog. I only want someone to be held accountable, I want a full refund and this not to happen anyone else’s pet.

  Customer Answer

  Date: 07/27/2023

  I have not received anything from this company except the lack of responsibility or actions for this matter. 

• Initial Complaint

  Date:01/08/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 February 26, 2021 I took my puppy to Veterinary Emergency Clinic in Oakland location because my puppy accidentally swallowed a large treat that was not yet chewed up and ready to be swallowed. The clinic induced vomiting and retrieved the treat. The clinic also did imaging of her stomach and found a foreign body in her stomach that did not come up with induced vomiting. Dr. Benjamin T******** recommended immediate surgery to remove the object which they thought was possibly a stone. I asked multiple times how large the object was and they said twice they didn't know. I later learned from my primary vet that they precisely know how large an object was with current imaging equipment. The emergency clinic lied again using scare tactic saying the doctor was concerned the object would become obstructed in my puppy's intestines and if the surgery wasn't done right away it would be a more expensive surgery to save her life and I did not not have any more money or credit then what they were asking for the initial surgery of at least $3000 which they needed up front. The stone that was removed from my puppy was the size of a pea. This was unacceptable pore ethics of manipulation and scare tactics while putting a puppy's life at risk for an unnecessary surgery. The surgery created a domino effect that caused 3 more ER visits for my puppy and a minimum of $2000 more in vet bills. I paid an attorney $600 to write a demand letter requesting a refund for the cost of the surgery but the clinic ignored the letter. I am now requesting BBB to help me request a refund and reassurance from clinic that they will take steps to prevent this type of bad ethics in the future. Its a serious ethics issue that could have cost my puppy her life or serious complications and it cost her unnecessary pain and suffering as well causing me serious stress and thousands of dollars in vet expenses and lost wages. I have supporting documents. Please contact me by phone with any questions. Thank you

  Business Response

  Date: 01/26/2023

  This client has retained a lawyer to investigate her concerns and we have not been found at fault at this time.

  Business Response

  Date: 02/09/2023

  This case was brought to our Board, once a client involved a lawyer with the letter, then all further communication is ended between us. All further communications are between lawyers.

  Customer Answer

  Date: 02/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Once again I have no attorney on retainer or looking into the matter further. An attorney was paid solely to write a letter asking for reimbursement and the clinic chose to ignore the letter. Do you believe it’s ethical to both ignore an attorney’s letter and me? Do you think it’s ethical to what happened with my puppy? Is it possible that your vet that day was new and made a bad judgment call? That would be acceptable with reimbursement. I certainly hope management does not pressure vets working for them to order unnecessary surgeries. It’s basically one or the other. Sometimes mistakes or not the best judgment call was made, I can accept that with a simple written apology and reimbursement. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/27/2022

  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.

  I brought my pet to this emergency clinic for emergency treatment. The vet refused to give my pet emergency treatment to my pet after we expressed we could not paid the outrageous estimated bill. We asked for an alternative treatment to stabilize our cat she did do anything. They charge a huge amount just to look at my pet , another ridiculous amount of money for a medication that was administered to my pet single dosage when I know we definitely paid for an entire bottle of the medication. It seemed like they were more concerned about money than helping my pet. My pet would have been here today if they would have helped. I was charged $125, $87, for just to look at the cat and for a single dosage of a pain medicine. They inserted the in wrong. My cat was uncomfortable due to the improper placement of the iv. They had to remove it and place it on the other paw after we brought it up to their attention. Since they refused to help we had to put him to sleep. Very sad he was just 3 years old.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/07) */ BBB Case#: ********* The client claims that we refused to GIVE her pet emergency treatment. This claim is false. Staff gave the client an estimate to treat her cat for the critical condition that she presented him for, a urinary obstruction, which is a life-threatening emergency. The client accused us of charging her a "huge amount just to look at" her pet. Our exam with emergency fee is $125. We are open when regular veterinarians are closed, and this fee is within the average for emergency veterinary fees across the nation. The pain medication that the client is referring to is Simbadol which is a long-acting narcotic. The client claims to know that she "definitely paid for an entire bottle of the medication", the only way she could know that is if she is able to purchase Schedule III drugs. To purchase C-III drugs, a doctor must have a DEA license which is an additional expense for a business. Intravenous catheter placement is not as easy as people think it should be. It takes two people, one to properly restrain the patient so the cat and nursing staff are not injured during the process of prepping the sight and placing the IV catheter. Placing a catheter in a tiny cat vein can be difficult on a healthy cat, let alone in a critical patient. It is always our hope that we will place the catheter successfully the first try, we have no desire to cause unnecessary distress for our patients. However, there are times when veins are not the healthiest or the placement slips when the patient is moved. I have personally been seen on emergency in an ER, and sometimes the veins do not cooperate even with the most skilled of nurses, I know from first-hand experience. The client could have left with her cat at any given time and pursued a second opinion and treatment at another emergency veterinary facility in the area, we did not refuse to help, and we did not force her to euthanize her cat, she authorized us to do so. For the client to complain to the Better Business Bureau for running a business like a business is incredibly shortsighted. We are NOT a non-profit, charitable organization that is supposed to take care of people's pets when they didn't plan for an emergency. We have staff to pay, equipment and utilities to pay for, just to mention a few of our responsibilities. I wish that the client had been better prepared for an emergency. Obstructed cats, if caught early enough and stabilized can do well and if the cat needs a perineal urethrostomy with a surgeon, usually will not have any further obstructions. My heartfelt condolences go out to them. Consumer Response /* (3000, 7, 2022/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it so disrespectful the way you, the emergency clinic answer, very snarky and unprofessional on your part when you claim to be a professional. Shortsighted? Fancy word to insult clients. I never claimed that I in fact knew that I paid for the entire bottle of the medication.My cat was ok and that happen in a matter or hours. We brought him in on time. He was being treated by our vet and he did not have any blockages. He was fine on Friday and Saturday is when everything started. So this means you did not access the situation and just went by with the information I gave to you? That is what you are stating. I asked the veterinarian to please help him get through the day and a half and all she said and I quote " I guarantee you will be back tomorrow afternoon " and that was it she didn't even give me an option or alternative to the very expensive treatment they quoted me for. I did research and spoke to other vets and the amount you were charging was almost triple of it would have cost. You are going come Back with the same thing that we are an emergency clinic and in other words if you can pay for it come to us if not go to charity. I know your clinic is a non profit but taking advantage that you are charging extra just for the fact that you are open when other vets are close is ridiculous. What was I going to do ,take my cat home and let him suffer a horrible death? Im not going to continue to go back and forth because it is pointless. It is not going to bring my cat back. I proved my point. I asked if a payment plan was doable and your clinic said NO!!! Apply for credit care or pay out of pocket. I understand that you run a business and yes I understand all the expenses that a business has to take care of. You weren't really sympathetic with us. I wish things would have been different and the tone and demeanor given to us were different as well. Business Response /* (4000, 9, 2022/11/09) */ BBB Case#: ********* When the client brought her cat in on September 24th, he was not fine, he was obstructed and unable to urinate. I have no doubt that she brought him in to her primary veterinarian as soon as she noticed he was not feeling well and that he was being treated appropriately. I also believe that she brought him to us as soon as she noticed that he was having trouble and declining clinically. Sometimes it does not matter how quickly medical conditions are addressed, patients still decline, there are no guarantees in life with anything. I wish we could do billings, but we are not a bank that can take on the financial risks of loaning people money. CareCredit is a line of credit that clients can apply for when they are in an emergency and seeking medical attention. I have personally applied for CareCredit myself when I have not had the funds needed for one of my own pet's medical treatments. Staff will be spoken to about their tone and demeanor in which you felt you were addressed. We do take our customer service seriously. There is no excuse for not being more sympathetic to another. I know that staff would be unhappy to know that you left feeling the way you did. The increase in caseloads, including critical cases, takes its toll on staff. I know that your cat was you're only concern that day (as he should be), staff had many patients that they were caring and concerned for that day, and to euthanize someone's beloved pet, increases their compassion fatigue, especially if they had already had a few euthanasias that day. Granted, it's still no excuse for how you felt you were treated, but sometimes, staff are unable to compartmentalize how bad they feel to be more sympathetic and empathetic for the client in their time of need. Had the client contacted us directly, instead of going through a third party such as the BBB, the conclusion would still be the same; a refund is not warranted with this case, the client authorized everything that was and was not performed for her pet. We have all lost beloved pets and understand how difficult and hard grieving is. Our heartfelt condolences go out to the client and her family.