Complaints

This profile includes complaints for Furever Vets Animal Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Furever Vets Animal Hospital

  11030 Baymeadows Rd Jacksonville, FL 32256-9647

• 

  Furever Vets Animal Hospital

  74 Capulet Dr Ste 204 St Augustine, FL 32092-4806

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:10/18/2024

  Type:Order 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 used the free first visit coupon offered by Forever Vets to schedule a new patient exam for my 10-week old puppy. During the 10/12/2024 visit, I signed up for the Wellness Plan and purchased heart-worm medication for my puppy. In alignment with the wellness plan agreement I signed, I decided to cancel the plan in writing, which was one of the terms of the agreement. I sent Forever Vets an email asking that the plan be cancelled 10/13/2024, the day after I signed up for the plan. In addition to sending a cancellation email to the staff who marketed the wellness plan, I submitted the cancellation via the Forever Vets website. I followed up with a phone call on 10/15/2024 at 9:15a.m. and spoke with ****** ****** in client service. She was helpful and assured me that I would only be charged a cancellation fee of $17.19 and emailed me an invoice for the $17.19. ****** was aware that I had emailed a cancellation notice and submitted the cancellation form on their website. At that point, the wellness plan agreement was null and void. Without my knowledge or my consent, I was charged an additional $130.00 the same day. I did not receive any services tied to the $130.00 nor did I receive a receipt of purchase, they just charged me. When I called back to inquire about the charge, office manager ******** ********** said that she would review the camera footage to see if I actually received a receipt. I felt insulted and received no explanation of the charges that were made using my account. I'm unsure why the company is insistent on putting me through the hassle of time-consuming efforts aimed at writing a wrong. The actions I took to cancel were in accordance with the wellness plan terms.

  Business Response

  Date: 10/22/2024

  On 12 October 2024 client **** ***** presented to our Riverside Forever Vets clinic for services for a pet named *****.  At that visit the client signed up for our puppy wellness plan.  When signing up for a wellness plan contract all clients are required to pay a non-refundable membership fee of $75.00 as well as the first payment of the 12 annual payments.  The cost for *** ***** to sign up ***** on a wellness plan was $130.00 - the $75.00 non refundable membership fee as well as the $55.00 fee for the first month.  *** ***** signed the contract of which we can provide a copy.  In addition, a single dose of heartworm and flea prevention was purchased at a cost of $32.06.  *** ***** states in his complaint that he did not receive services tied to the wellness plan but, indeed he did as ***** received an examination in order to receive heartworm and flea prevention.  Any medication prescribed to any pet requires an examination by the veterinarian as per state law.  This examination was done at no charge to *** ***** as it was covered under the wellness plan services. At checkout, with the client *** ***** present, a credit card ending in XXXX was run for the amount of $162.06 with *** ***** authorization. Under no circumstance does Forever Vets run any clients credit card without their permission.  Receipts were provided to the client and are attached to this complaint response.  

  Forever Vets did received a cancellation request from *** ***** and we promptly canceled the wellness plan per that request.  The result was a balance due of $17.19 which was paid in good faith by *** *****.  Forever Vets would like to apologize for any misunderstandings regarding the wellness plan contract but everything was done properly and according to polices and procedures.  We are happy to provide *** ***** any receipt copies and a copy of the contract if he believes he did not receive them.  

  Business Response

  Date: 10/22/2024

  Upon further review Forever Vets has decided to refund the cancellation amount of $17.19 to the client as it was researched that *** ***** did have a coupon for a first free office visit which would not go against his wellness plan contract.  He is correct and we wish to make that right for him.  The office manager is requesting the refund and it will be processed today.  We are reaching out to *** ***** in hopes of a positive resolution regarding the cancellation request. 

• Initial Complaint

  Date:04/17/2023

  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.

  The Forever Vets Plan only works if you can get an appointment. Our dog had been having diarrhea and when it got severe my husband called for an appointment. They said they had nothing available unless we wanted to drop him off and leave him for the day until they could get to him. Why would we kennel a dog that's dehydrated and sick until you could get to him? Also, he would just have to claw at the crate all day until they let him out to go diarrhea. How does any vet think this is an acceptable solution? We ended up going to our old vet and spent over $700 in x-rays, lab work, medicines, rehydration, etc. I went online and cancelled my Forever Vets plan. Someone called me from "client solutions" to ask why we cancelled. I told her it didn't make sense to pay for a plan we could not use on top of paying for treatment at our old vet. She said we would have to pay the balance. I asked for the statement to be emailed. She sent a dollar amount that was due rather than a statement, I replied asking for the detailed statement. No reply. Also, that same day, the Baymeadows Forever Vets manager called and deceivingly asked how **** was doing, but quickly went into arguing with me about how they did in fact offer me an appt. I asked what the purpose of the call was. She said she wanted me to know they did try to offer me an appt. So, basically she was defending the fact that I could have used their service. This is a revenue generating, non-caring business that preys on people who just want to take good care of their pets. After some phone-tag and emails, I finally got the statements. I offered to pay half of the $241.12 based on the fact that they were the ones in breach of the contract since we could not use their service. They claimed we did use their service, pointing out the previous visit. That's like Xfinity saying, sorry you don't have service now, but you did before. They're claiming $255.88 is due, adding service fees while I was waiting for an actual statement.

  Business Response

  Date: 04/17/2023

  This report to the BBB from this client is very unfortunate for several reasons.  In no way did we inform the client we had nothing available.  Drop off appointments for pets with diarrhea are very common in the veterinary industry for many reasons.  Many pets with diarrhea require fluids and supervision so a drop off appointment is better in the long run for the pet so they can be monitored properly.  So drop off appointments are acceptable solutions for this type of diagnosis. The client did schedule two drop off appointments but they were unfortunately canceled by the client. The practice manager did reach out to this client as is our protocol for any client's pet when we are informed they are sick but ultimately did not bring their pet for an appointment.  Our core value of compassion requires us to reach out to any client to ensure the pet received proper care, whether at our clinic or another clinic.    Forever Vets is genuine in regards to making sure each of the pets in our care are taken care of.  During this conversation with the practice manager the client voiced concerns about the cost of the pets previous services - specifically a dental and why it was more than other costs.  The pet received more care than just a dental - he received a mass removal which is why the services cost more.  Unfortunately this client ended the phone conversation before a valid explanation could be given to her regarding the cost of previous services. Subsequently, the client canceled her wellness plan contract.  Per a signed wellness plan contract - if a client cancels a wellness plan contract before the contract ends there might be a balance due depending on previous services received.  This is the case here. We offer several ways for clients to pay any balance due and are always willing to work with clients to pay the balance.  It is unfortunate but it appears that we are at an impasse with this client which is never where we want to be as a company that values pets and their owners. We are more than happy to communicate with this client, and, if at the end of the day she does not want our services, we would at least like to end our business relationship in an amicable way.  

  Customer Answer

  Date: 04/19/2023

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

  I am rejecting this response because:

  I do not agree with whomever responded from Forever Vets re-telling of the events. Yes, this BBB report is very unfortunate when it could simply be resolved by your so called “Client Solutions” that really offers no solutions other than a payment plan and slapping you with proof of a contract you signed with a 15-yo tech that knows nothing about the plan. And YES, you did NOT have any appts available, in fact when the manager called me AFTER I cancelled the plan, she said one of the reasons why she didn’t have anything available is because one of the vets was out from covid. Try and get your story straight, even though none of you were there and yet keep re-telling the story “according to your records.” Please do check your records because **** had been having diarrhea for over a year and we have checked multiple labs and tests for parasites, etc and your vets only solutions every time was to change his food. We did this earnestly, came back, re-tested, etc. But at this point the diarrhea was severe and he was lethargic, and you had no appts available! It may be common for you people to crate a lethargic dog with severe diarrhea, but that’s not acceptable practice to me or anyone that loves their fur baby. For the past year of **** having off and on diarrhea he has never acted sick or lethargic, he always ate and drank. But that day he was lethargic, not responding, not eating or drinking and my husband called to make the appt and took the drop off appt because he was scared. I was at work and I said how can we just leave him in a crate? What if that’s the last time we see him alive? He then changed the appt to Sunday (the initial crate appt was for Friday), but he figured at least we could be with him. Three days away seemed way too long so I suggested calling our old vet, which he did and was able to get an appt with them. We did NOT schedule TWO drop off appts, again get your story straight. Additionally, the Baymeadows manager did not contact me until AFTER I cancelled the plan, and she did not go over any so called pricing protocol. She never talked about cost at all. She only called to get the last word in and tell me that she did offer me an appt. And the call was ended because she got argumentative and I finally asked what was even the point of the phone call, just to tell me that she offered an appt?? She said yes, I said okay, point taken, thank you, good bye. There was zero discussion about pricing. I did NOT subsequently cancel the plan after speaking to the Baymeadows manager, I cancelled it days before and apparently got a backlash of phone calls from “client solutions” and the Baymeadows manager, AFTER I cancelled. I was asked why I cancelled, and I told “client solutions” that it didn’t make sense to pay for a plan that I can’t use if I can’t get an appt and she asked if I would like to use a different Forever Vets. The end goal was to get me to keep the contract. You’re all very transparent. This is a money-making business and you offer NO solutions. My husband made an excellent observation when we went to our old vet, Murabella Animal Hospital in St Augustine – he said, the amount of love and attention we got there is incomparable to how we are treated every time we go to Baymeadows, so regardless of whether appointments are available or not, why bother? No, we don't want your overpriced services, but yes, you should've agreed to compromise on the balance due because you could not offer services. It was more than fair for me to offer to pay half.

  Regards,

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

  Business Response

  Date: 04/19/2023

  As stated in our original response we regret that we are at an impasse with this client.  

• Initial Complaint

  Date:10/20/2022

  Type:Order 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.

  My mother ***** **** took her dog to Forever Vets and was signed up for the "Wellness Plan" to receive a discount on services. She has paid into this plan monthly for over a year now. When she signed up, she was told that she "could cancel at any time." However, she was NEVER told that she would be required to pay back any and all discounts received up to that time, at the time of cancellation. When she was seeking alternative options for pain relief for her dog, because all of the prescriptions that Forever Vets tried didn't help, her neighbor informed her of a laser treatment. This was never offered to her at Forever Vets, she didn't even know it was an option there. She changed vets and then received the attached bill! (see upload) It felt retaliatory. It also seemed unfair, as this "policy" was never clearly explained to her. They simply took her money. I tried multiple times with multiple phone calls to the office manager and to Client Solutions Team who sent the bill, to resolve this dispute, however they refused to resolve to my satisfaction. They continue to say that the bill still stands. The bill was for $154.99. However, it is now more because they have since added on "service fees." Last I saw, it was up to $158.09. I am seeking this bill to be forgiven completely, as I feel that the policy was not adequately explained upfront and also she was forced to seek care elsewhere to find a solution for her dog's pain that was never offered by Forever Vets. Had she known about it (laser treatment), she would have never had to seek care elsewhere!! Account number is: TTOWN_16650

  Business Response

  Date: 10/27/2022

  27 October 2022
  
  BBB of Northeast Florida complaint #********
  
  Forever Vets Response:
  
  On 15 April 2021, client ****** **** signed a wellness plan contract with our clinic for her pet.  At that time the terms of the agreement were explained and any cancellation processes were explained.  Below, please see the attached section of the contract which explains the terms of the agreement which was signed by Ms. ****.   These terms also explain the cancellation process.
  
  Regarding the medical care Ms. ****’s pet received – per a medical review everything in our clinic was done in accordance with standard veterinary procedures.  While we welcome all of our clients to seek second opinions, as is their right, it doesn’t mean the procedures we performed in good faith were not in accordance with proper veterinary medical care. 
  
  Since this clients pet received care in good faith, and the client cancelled the contract, per the terms of the contract the balance would be owed. We sincerely apologize for any misunderstanding our client may have had regarding the wellness plan contract and any medical care our veterinarian provided to her pet. Our main concern at Forever Vets is always the best care for our client’s pet, and services were rendered in this case.
  
  3. TERM. This Agreement shall become effective on the date the first payment is collected, and thereafter shall continue in effect from year to year unless terminated on its anniversary date by either party by a written notice via email or U.S. mail at least thirty (30) days prior to such date. Client agrees to keep all contact information current with Forever Vets Animal Hospital. Client understands and agrees that the selected Plan chosen by the Client may be upgraded at any time but never downgraded during the term of the Agreement. If the client decides to terminate the agreement and/or cancel the plan and/or the pet is rehomed and/or the pet is lost and/or the pet deceases while being on the plan and/or unable to make payments for more than three months, client would be responsible for payments of remaining monthly payments or the retail cost of services provided thus far. Any balance 30 days or older will be subject to a service fee.  Account will be reported to third party collections for retail cost of services provided thus far or remaining balance. If account is reported to third party collections a 35% service fee will be added to the account.  Once the plan is cancelled or terminated for any reason (including completed plan term period), the services from the previous plan cannot be performed.                  

  Customer Answer

  Date: 10/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received yo

  ur complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  They are not resolving this matter. They simply are defending themselves. The facts are that they never offered a service (laser therapy) to her as an option. Also, while that policy may be in small print in the contract...verbally she was misled to believe that she "could cancel at any time."

  
  

  Regards,

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