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:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Disgusting EXTREMELY PREDATORIAL practice!! I booked an appointment a week ago to create a health plan for my elderly dog and was given quotes for the costs of the services needed to support her during her final years. As I was in the waiting room for the appointment, ************** noticed my dog was limping and pointed it out with a SMIRK on her face, she offered nothing past that. Then I was quoted a price MORE THAN THREE TIMES the original agreed price, as per the last visit completely disregarding the fact that I only requested to do the cytology for my dog. After asking the vet to refer to the original care plan multiple times, I felt so uncomfortable with the practice I was hesitant to continue. While I was trying to make a decision the nurse, ****, hands me an extremely condescending sheet titled low cost clinics stating that I might find that helpful. At this point I did not feel comfortable proceeding due to the lack of empathy from the staff, I could never trust anyone so vile to take care of my dog. In the visit which lasted less than twenty minutes, absolutely zero service was provided other than disgusting intentional humiliation.

  Business Response

  Date: 09/11/2024

  This customer's pet has been very sick for a prolonged period of time.  The issue has been neglected by the owner for over a year and we had never seen this pet until her first visit on Aug 30.  The owner is somehow blaming our practice for the required and costly diagnostics in order to provide a more definitive diagnosis.  The low cost clinic list, was not provided in any condescending manner, but rather to give the customer the option of diagnosing the issue at a more affordable price.  Some clinics are not for profit and help those who cannot afford the care that is necessary.   This customer has been to our ********************** twice, the first time was free with our free exam offer and was offered the exact same estimate for diagnosis as she was offered the second time a week later, she declined both estimates for care but had to pay for her exam during the 2nd visit.  We cannot offer her the money back just because she does not like the outcome of what is required for her pet. 

   

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22267751
  
  During my first visit to this vet clinic your employees quoted me about ***** for a full treatment plan , I explained I could not afford it right now but I could start with the $500 cytology the next visit. I made the second appointment and  I was uncomfortable/ disgusted/ and unsatisfied with the experience of the second vet appointment I paid for, the vet, ************** smirked as she brought up my dog limping and I felt so uncomfortable and disgusted with how she brought up and sneered at my dogs condition I was hesitant to continue with the practice.  They kept trying to push the full treatment plan on me right away and I had to ask repeatedly to just start with the just the cytology, making me uncomfortable. I asked the nurse for some time to think of what I wanted to proceed with and while I was trying to make a decision the nurse, ****, does not even grant me 5 minutes to make a decision or even wait for me to be done and hands me an extremely condescending sheet titled low cost clinics. Is this how you think people should be treated paying for your services? It felt like I was being ushered out the clinic. Now because I was getting treated like this, I decided that this would not be a place that I will not entrust the care of my dog to. Nor was I satisfied with the service provided as the employees treated me very condescendingly and disgusting. This has nothing to do with the ***** initial bill rather than how you treat your costumers, its disgusting. I am not satisfied with the vet appointment that I paid for because of how I was treated.
  

  Business Response

  Date: 09/12/2024

  We are sorry you did not feel great about your appointment.  We still provided you with the service and time for the appointment.  You took up our 30 minute time slot which we could have been serving someone else, you've also received a free exam the previous visit.  Please know that the "Low cost clinic" list is provided as a courtesy to those who cannot afford our services but yet truly need to care for their pets.  This happens very frequently and it is not provided in a derogatory or offensive manner, but rather in an attempt to ensure that the owner still finds a way to treat their pet, even if it is not with us.  Some of those establishments work on donations and they are non-profit, hence they can provide some care at a reduced cost.  This isn't personal attack on you, most customers who cannot afford our services, are typically grateful that we provide alternate solution for them.   

  In goodwill, we would consider providing you with a refund for your exam if you elect to remove the negative reviews you posted online ******* and Yelp).  If you are interested in pursuing this option, please email us at *************************************************** and advise us of such.  You will also need to mark this BBB issue as "resolved".

  Thanks, 

  DBAH 

  Customer Answer

  Date: 09/14/2024

   
  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,
  
  Sydney Dorcil

• Initial Complaint

  Date:09/20/2023

  Type:Billing 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.

  In 2022, I had an elderly cat, ****, who I took to Delray Beach animal hospital . They ran a whole lot of expensive tests running almost $1700 plus he was constipated and they did a manual evacuation under sedation .. he was diagnosed with pancreatitis and kidney disease .. they put him through the gamut without telling me how terminal he was. Put him on all these meds and a wellness plan. This exceeded $2500. He ended up dying when I was in **** for 10 days !( they saw a real sucker in me and should of discussed palliative care instead they milked me for a huge amount , and I have a 2nd cat who is ******* and I was only able to bring her in once and they couldnt even treat her because she wouldnt let them . Instead of cancelling **** wellness plan, they transferred it to my ******* cat, ******.. who was never able to use any of their services and I was still charged $57 monthly for a whole year! In Sept 2023 , I brought 2 kittens in that I was trying out and they transferred carinas wellness plan to one of the kittens and started the other one with a new plan . They only charged me $10 plus the initial start of $109 . I wasnt able to keep the kittens because of ****** not doing well with them . I called and told them , and instead of wiping the slate clean .. since they were only seen once . They called me and said I owed a balance of $300????I should be refunded the whole year of the wellness plan that I told them I wouldnt be able to use because of Carinas ******* tendencies ! I was taken advantage of! The doctors are very pleasant , as are the staff , but their business practices are very unfair and unethical ! Plus the 2 kittens were enrolled and received the proper discounts, but once I had to end the wellness, they charged me as if I didnt have the plan? I was covered and should only have to pay what a member should pay ? I didnt cancel because Im using a different clinic , I no longer have them !

  Business Response

  Date: 10/05/2023

  We disagree with the customer complaint. We have attached all 4 wellness plans which she agreed and signed. 

  The customer received a total of $1811.55 in savings as a result of her membership plans.  

   

• Initial Complaint

  Date:01/26/2023

  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.

  On 7.16.22 we brought our sick kitty in and saw **************. She recommended testing which was done. $6,000 later it was suggested we join the wellness plan. We did. We then went to a specialist who told us ***** had FIP and 3 weeks to live. There is a treatment for FIP and kitty is doing well today. During treatment program you can only give Advantage 11 flea drops. Delray animal hospital uses Revolution . We called in Sept of 22 and spoke to **************** and explained that ***** needs the advantage 11 not Revolution. She said let me see what I can do since flea drops are included in the wellness plan. **************** facilitated Vet Source sending the Advantage ll drops at no cost since they are included plan. We did receive the drops.In October of 22 we saw a dermatologist and she told us to hold off on flea drops until further notice because of FIP . Now that we can get back to routine care. I called on 1.20.23 for the advantage ll drops that are owed to be delivered again. I gave them her weight since we saw the specialist the day before. ( We are told to stay with advantage ll until she is deemed 100% cured ). I was told numerous times they do not do that. I explained over and over again **************** helped us with that. Finally I was told **************** would call me back. On 1.21.23 ******** called me and told me that do not do that. I explained again **************** helped us with that. I helped him find the order in the computer too. He said he would check with her. I then explained I asked yesterday what was left in the wellness plan and was in the car and could not write down what was left and could they email me this list of services left. The email I received was her medical records which we already have. We have barely used the wellness plan since signing up and $57 is charged monthly. We would like the advantage ll flea drops owed to us and to get out of the wellness plan contract with no penalty . As of 1.26.23 we have not heard back about the flea drops.

  Business Response

  Date: 01/27/2023

  Not sure why this consumer resorted to placing a complaint through the BBB, as in his complaint he states that his pet requires a unique and different set of preventatives, we just needed a few days to sort out how to ensure he gets the correct dose and the correct preventative.  It's only been requested less then a week ago.  This item has now been shipped to him and this matter is no longer outstanding.  

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18904028
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  We did get a confirmation email on 1.27.23 from Pet Source and a voicemail from D.A.H. on 1.27.23 that the flea drops are coming. No mention of cancelling the wellness plan . We had no communication prior to filling complaint. 

    The reason for filling the complaint was again no communication for 6 days and the fact that the full medical records had been sent instead of list of services left on the wellness plan. The reason given for the delay is false. We knew the brand of flea drops that could be used.  I emailed (1.21.23 ) Channing the email of the previous order from Pet Source showing the brand and to show it was paid for by D.A.H. . Plus I helped him find the order in the system . The dosage is by weight and shown on box of product. 

    A simple phone call or email explaining the delay would have stopped the complaint.

  We want out of the wellness plan with no penalty. We are not comfortable going back since all we received was push back on the drops. Plus there is a discrepancy on how many vaccines kitty received. One set of medical records show one shot a later set of records show 2.

   

   

   

  Business Response

  Date: 01/30/2023

  Dear *****,
  
  We believe your expectations are unreasonable considering the circumstances and how you went about this complaint.  On January 20th you requested a refill on your specialty preventions for you cat, on January 21st you spoke with ******** about filling this prescription in the same method as the previous time.  ******** informed you that this was unusual and that we have the preventatives in stock and shipping them direct from the pharmacy is not something we normally do, however he will look into this further on how to go about it.  At 10:50am the same day you received an email with your pets records followed by a text message at 10:54am which indicated how long you had left on the plan at which point *************************** responded with "Stop" to our text message.  This ceased our communication with you electronically and we could not send back any more details to you electronically.   
  
  Nevertheless, after reviewing ******'s records and ensuring the preventatives are accurate before sending them, they were sent out on January 27, only 6 days after your original and uncommon request from our hospital.  You filed your complaint on January 27, the same day.  We do feel that your complaint is premature and out of line considering we are a medical facility and that we had to ensure we follow protocol before sending any prescribed meds and especially considering your request was highly uncommon and required special attention.

  As for the annual wellness plan you signed up for on August 7, 2022.  As you are aware, the contract you signed was a 12 month contract/commitment (attached hereto), since August, you received the following instant benefits/discounts/savings when treating Stormi.

  Aug 4 -  Savings/products worth $378.49

  Aug 16 - Savings/products worth $2.15

  Aug 24 - Savings/products worth $45.00

  Sep 10 - Savings/products worth 391.96

  Sep 17 - Savings/products worth $254.45

  Sep 18 - Savings/products worth $37.38

  Sep 28 - Savings/products worth $48.00

  Jan 30- Savings/products worth $96.00

  Total Benefits received to date are $1253.43, and now you want to receive the latest preventions sent to you as part of the wellness plan and yet don't want to continue paying for a plan which requires a minimum 12 month contract?  You've already saved well above what you will end up paying over the entire year.  Should you still want to cancel the plan prematurely, please note that you will be responsible for paying back the instant benefits/discounts/savings you have received less the payments you've made (6 payments totaling $342.00.)  Your balance will be $911.43 to terminate the contract early.  

  You are still entitled to receive 5 more preventatives as per the plan, 2 more ***** exams, Feline Leukemia Vaccine, 2 more nail trims and a rabies vaccine.  These are still outstanding as per your plan before the 12 month expires, in addition you will receive 10% off all other products and services.

  I think you would agree that we have treated you and your pets with the utmost respect and you've always received great care by our veterinarians.  We completely understand if you would like to switch care for your pets and respect your decision, we just ask that you make us whole on the agreement you signed. 

  Thank ************************************ Team.