ComplaintsforAnimal Emergency and Urgent Care Center

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/20/24 $125 exam fee I called the clinic because my cat was suddenly showing signs of an inner ear issue. I explained that I had an appointment with my vet the next evening, but wanted to know if this needed treatment immediately. I was instructed to bring him in. When I got there, they took my cat from me and examined him in a back room without my presence. A woman, not a vet, came to tell me he had an infection in both ears and the diagnosis was exactly what I knew it to be. She questioned if it could be something he ingested. I said no, I had already eliminated that possibility. I said that we needed to just treat the infection. She said that they needed to run bloodwork to determine the cause and if the infection was bacterial or yeast. The quote was $1,000. I said that is outrageous and not necessary. I know that a simple swab of the debris under a microscope with a trained eye will determine if it's yeast or bacteria. She insisted on the bloodwork. They still had my cat in some back room, so I felt like I had to pay the $125 exam fee to get my cat and leave. I never witnessed the exam, never spoke with a vet, and felt that I was scammed. I would like my exam fee refunded.

  

  Business response

  08/30/2024

  This complain arose from a misunderstanding during the client's visit to our clinic. We were finally able to reach her and have settled the case directly with her.

  Best regards,

  ***************************

  Animal Emergency and Urgent Care Center

  Customer response

  09/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** (if thats her real name) is the lead SCAM lady at the front desk, her green eyes see DOLLAR SIGNS ONLY and she is an absolute saleswoman. Nothing less nothing more. SHE will all tell you that you need to keep your pet OVERNIGHT.. BEFORE ANY TESTS HAVE BEEN RUN or they even know whats going on. Theyre firstly, trying to generate overnight fees which ***** INTO THE $THOUSANDS of dollars, BEFORE they even know the status of your animal. Theyll send a BIG itemized bill in to see if it shocks youThe bill will be between $2000 and $4000 initially and then theyll tell you, it might be more but they ARE testing the water to see WHAT YOU can afford to save your babys life.*****, IS THE RINGLEADER or the SO-CALLED lead veterinarian and HAPPENS TO BE the biggest scumbag ever. he walks into your waiting room with a solid gold Rolex and a solid gold bracelet and hand you your bill and then observes your facial features. He lies and tells you hes performing tests that he has not performed. A real Judas. I think hes Muslim.. ive been to Muslim countries before and when dogs get in their way, they kick them out of their way. They absolutely hate dogs so I find it ironic that this guy would be in this business, but hes just taken his hatred and distain for animals and turned it into a money making racket The biggest liar I think Ive ever witnessed in my life. He smiles in your face and then sticks your pet in a cage and does absolutely nothing to your pet UNLESS you agreed to an immediate overnight fee and then they send you home before knowing its even necessary...***** told my family he was running an IV line and never did. He told us he was going to do x-rays and never did them. They claim they did the x-rays, but couldnt produce them. if you ever get x-rays done here ask for your x-rays. Ask them to email them.

  

  Business response

  07/25/2024

  see attachment

  Customer response

  07/25/2024

   
  Complaint: 21979011
  
  I am rejecting this response because: My brother in law asked tbem for the dog X rays on Sunday night and told them that on Monday morning we were going to take Ace to his vet and needed the **rays so we woudnt have to pay again. On Monday morning a called twice and requested again. I told them we never got the email with the x-rays. I called and asked for a manager to call me and never got a call back until I called to complaint about their unprofessional behavior. Horrible vet, very poor services. They should go out of business. They dont care about the customer. 

  
  Sincerely,
  
  *********************

  Customer response

  07/25/2024

  Here is the bottom line. We brought our dog in distress. We signed and paid $550 for x-rays plus a doctors visit fee of 125. Later that evening I took my dog home.  I asked all of the staff how long it would take for the x-rays to be emailed to me. They repeated multiple times that I would receive them the same evening within three hours or less. They never came back evening. They never came that next morning after we called begging for them. They were emailed to me on Thursday. We paid for x-rays Monday morning at a different veterinarian office which we will provide the receipt and date proving that we had to get x-rays done because they never provided us with the x-ray. It is our belief, but since we , no longer needed their services and went to another vet. They held our x-rays hostage so to speak. I hope that Im wrong about that but why would they hesitate his x-rays via email until Thursday? Almost 5 days later? At the expense of my pets health?  I was forced to pay for the x-rays and we have the receipts to show it at a different vet who is reputable. 
  I hope whoever is reading this doesnt think I have a vendetta or something personal against these people prior to this experience because I dont. They dont really care about animals. Its like theyre all about the money is really how I put it. Thank you for reading this and, listening to our grievance.

  God bless, **** and *********************. 

  

  Business response

  08/06/2024

  see attachment

  Customer response

  08/06/2024

   
  Complaint: 21979011
  
  I am rejecting this response because: The bottom line is that we paid for the **rays, these unprofessional individuals never forwarded to us as we requested, we paid for the **rays and they have not taking accountability to refund us our money and have nothing but excuses how their system had issues. They promised us the x rays, we called several times and never received it. Obviously we were extremely upset and frustrated that we had to pay again another vet for x rays due to these people that calls themselves veterinarians never provided what we paid for. Horrible business, unprofessional manager. Just an awful experience as a customer. 

  
  Sincerely,
  
  *********************

  Customer response

  08/06/2024

  Why shouldnt we get out money back since we never received our x rays that we paid for? These people knows nothing about customer service. How can we pay for an item and not receive it and they think is ok because their computer had issues???? Why the customer needs to call 5 -6 times to request what they paid for and NOT receive it and be ok without a refund? Put yourself in our shoes. Wouldnt you be upset to have to pay twice? But I guess you cant expect a good outcome to come out of a business  that is run by unprofessional employees. You should heard how the manager yells at her own sister, its a very disfuncional work environment there. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/22/22 I took my pet cat to the business because he was having a medical issue. The business informed me that my pet needed emergency surgery or else he would not survive the night. I trusted their expertise. I had to pay $5,617.00 up front before any services were started. This total was for 3 nights hospital stay, medication, nursing, and tests. My pet passed away after the 1st night. I had requested on numerous occasions via phone, email and in person requesting full medical records and a refund for services not rendered each time I was met with evasiveness and delay. The reason why I waited so long to file a complaint with BBB was because the front office kept telling me that there was no one there to address my concerns and I will have to wait for a call back. about 5 months ago I wrote a review on YELP and then I received a missed call from the owner that night stating that I am *********** a refund. When I tried to call back the next day I was again told not to come in and wait for confirmation from the owner and that they will take a message. I called again and again and still have not been called back or emailed. I have attached the invoice showing the total amount paid, the medication log which I requested so I can see what medications was actually provided to my pet and which ones I need a refund for, a couple of my attempt emails and my signature pages.

  

  Business response

  04/03/2024

  Unfortunately a long time has passed since the client's visit to our clinic, and over that period of time many changes in staff, management, etc. have happened. That contributed to this case falling in the cracks unattended, but we contacted directly the client, explained, apologized to her, and refunded the amount of $ ***** to her CareCredit account.

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/8/23 I brought my cat into this emergency veterinarian clinic and was told to run diagnostics but later realized THERE WAS NO VETERINARIAN ON DUTY. They ran $2000 worth of unnecessary diagnostics and still didn't know what was wrong. They wanted to run an additional $1,800 worth of tests. We denied the additional testing and brought him to another veterinarian who told us that if they had simply looked under the cat's tongue, there was a string and they would have known the tests weren't necessary. If the string had been discovered the night, we brought him into this "vet" my cat wouldn't have needed surgery. My cat ended up in surgery from their gross negligence. This business is notoriously known for running unnecessary diagnostics, and having no veterinarian on duty. I never met or talked to a veterinarian, there is a woman's name "***********************" on my paperwork that was supposedly the veterinarian, but she was not there to recommend these unnecessary tests or look under my cat's tongue to see that he had ingested a string and I never spoke to her. Of 127 reviews on Yelp 91 of those have had similar dealings with this business. This is not a business, but a fraud operation hiding behind a veterinarian license. They need to be shut down immediately.

  

  Business response

  04/05/2023

  We have reached an agreement with client. All issues have been resolved

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my cat to this after-hours clinic on 10/31 because he could not pee. Before they even ran any X-Rays or did blood work, the technician told me he was entirely blocked and needed immediate hospitalization which would cost several grand, telling me this was life threatening and he may need to have part of his ******** removed. I reiterated that this has happened before to my cat and would like x-rays done to determine if he was completely blocked before jumping to any conclusions - he has had crystals treated before that did not require hospitalization. When I mentioned I wanted to take him to his primary vet in the morning to determine what was and was not necessary, I was berated for making an irresponsible decision. I was charged $2,263 for the x-ray, to have his bladder drained, and to have blood work drawn. I told them I would not be pursing the hospitalization which I was told would be an additional $3K. I only interacted with technicians, but wasn't given the chance consult with a doctor/vet. When I mentioned this, the owner gave the name of the vet that supposedly diagnosed my cat (*************************************) but this name did not match the name on the reports I received(***********************)The next morning, his regular vet informed me that he was not blocked, would not need to be hospitalized, certainly didn't need to have his ******** operated on, and only needed some medication and special food. I left a ****** review detailing my experience, and the owner called and harassed me, said I was lying about my experience, and threatened to get lawyers involved. He demanded I provide my regular vets phone number, which I did not give for fear of legal retaliation. The owner told me that I was not charged for treatment. I was charged and $2,263 and these charges have already hit my credit card. The business owner made no attempt to resolve the issue and instead threatened to pursue legal action after my review was posted.

  

  Business response

  11/18/2022

  ***Business Response***

  ***See Attachment***
  

*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. ↩