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:12/03/2024

  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.

  They killed our dog. On Thursday, 11/21, he went in to have his right front toe amputated, for a growth on front paw. Additionally, he was having 3 small skin tags removed (left front paw, right front elbow and mid belly). After the surgery the vet even commented on what a strong, healthy dog he was. When he got home, I noticed he had a small scab on his belly by his right back leg (not near any incision sites). The scab was about the size of a nickel, so it was noticeable on his white fur. I thought it was odd because there was no reason for them to have done anything in that area. On Tuesday, 11/26, that small scab on his belly had turned into a large area that was flushed, swollen and oozy. We wiped it with a warm washcloth and his hair was just falling out. The next morning, we took him back to the vet because his whole entire back leg was swollen and the area was oozing worse. They told us it was probably a spider bite and gave us more antibiotics. By Friday morning he had a hole on his belly, and the entire right side of body was swollen. We took him back to the vet again. They gave us ******** to rinse it and told us to squeeze the puss out of his leg. On Saturday morning the hole in his belly had tripled in size. We had to make the heartbreaking decision to put down our sweet boy. Who was a happy, healthy, strong pup, just 9 days before. We thought we were sending him in for a simple procedure, to get some lumps and bumps taken off. In the meantime, all of his surgical wounds were healing nicely. It was the mysterious cut on his belly that was the problem. If it was actually a spider bite, then he got it at their facility 100%. He did not have an injury in that area when he left the house that morning. Not only would the vet not tell us the truth about what happened to him there, but she is also not educated enough to recognize *********************.

  Business Response

  Date: 12/12/2024

  We would like to provide a clear and factual timeline regarding Tanks case.

  The canine named Tank underwent surgery to amputate his toe on his right front paw. Thursday, November 21, 2024. The procedure was successful,and he was discharged with a bandage on his foot and specific post-operative instructions, including keeping an e-collar on at all times to prevent licking or chewing. A recheck appointment and bandage change were scheduled for Monday,November 25, 2024.
  

  On Friday, November 22, 2024, we contacted the owner to check on ***********operative recovery. The owner reported that he was doing well, with no concerns noted. At the scheduled recheck and bandage change on Monday, November 25, the owner again indicated that Tank was doing well at home. During this visit, we observed that his surgical sites were healing appropriately, there were no other wounds observed on Tank at this time, and we scheduled a follow-up recheck for later in the week.
  

  On Wednesday, November 27, 2024 (six days post-surgery), the owner contacted us, stating that they returned home from work the previous afternoon and observed Tank licking a wound on his back leg. The owner confirmed that Tank had been unsupervised during the day. The wound was located on a back leg, completely unrelated to any of his surgical sites. The owner reported that Tank was now very painful in that area, which had not been the case during his recheck on Monday.
  

  Upon examination, we determined the wound was likely the result of a venomous spider or snake bite, as evidenced by necrotizing tissue.We explained that venom from such bites can cause extensive tissue damage and that the full extent of the injury would take 23 days to become apparent. Due to the location of the wound, it was not feasible to apply an effective bandage, and we advised keeping the area clean. We also recommended seeking emergency care over the weekend if the wound worsened.
  

  When the wound progressed, the owner sought care at a specialist emergency facility. The specialists agreed with our assessment that the wound was consistent with a venomous bite causing *********************.Given the severity of the tissue damage and cost of treatment the owner elected humane euthanasia.
  

  To be clear, Tanks wound was completely unrelated to his surgery or our facility. His surgical sites were healing well and showed no signs of infection, which was also confirmed by the veterinary specialists. The location of the wound and its timingemerging several days after surgeryindicate that it occurred while Tank was at home and not under our care.
  

  We remain confident that we provided appropriate care and guidance throughout this process and did not cause or contribute to the wound on Tank's leg.
  

  We have reviewed the allegations in the complaint and firmly assert that they are unfounded and lack supporting evidence. The claim that our actions caused harm to tank pet is unsubstantiated, and the characterization of our company as "evil" is both defamatory and unfair.
  

  We respectfully request the removal of this complaint as it contains libelous statements. To support our response, we are prepared to provide relevant medical records or other documentation upon request.
  

  We remain committed to ensuring the highest standard of service and addressing any genuine concerns in a fair and respectful manner.

• Initial Complaint

  Date:07/20/2022

  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.

  I own 2 westhighland white terriers, which I needed to board from 7/2 to 7/6.I asked several dog owners where was a good place to board my pets. Guardian Veterinary Medical Center in ************** was recommended. I called Guardian & was told that before I could book the boarding dates, my dogs required a boarding evaluation; cost $25 per dog.My dogs had the evaluations on 6/13/22. Then I found out that the dogs would be crated for 23 hours & only let out in the yard 2x a day for 30 min. Since Guardian had doggie day care, I wanted my dogs to go to day care while being boarded but Guardian would not allow that unless my dogs had a day care evaluation at a cost of $20 per dog. The evaluation was done 6/14/22,my dogs passed. Then I wanted to book & confirm the dates of boarding & then I was told that those dates were not available. Since Guardian knew the dates were not available, I feel this is a disingenuous business practice because Guardian took my money, $90 total for the two boarding & day care evaluations, & then after getting my money ( AMEX card) ONLY THEN was I told that there was no room for my dogs. Guardian should have told me this BEFORE I brought my dogs in on 6/13 and 6/14 & BEFORE Guardian took my money. Also I was told that there would be a cancellation & that Guardian would call me but Guardian never called. Luckily I found another place to board my dogs & both the ******** were happy with the other boarding facility. I called Amex to dispute the charges from Guardian & today I received a phone call from a Guardian employee. When I explained the situation to her ( I did not get her name ) I told her that it was bull s*** that Guardian took my money & then told me they could not board my dogs. This employee became agitated & accused me of cursing at her. I did not curse at her; I called Guardian ********. She also threatened that my dogs would not be seen for their annual physicals with The Guardian vet, in October 2022.

  Business Response

  Date: 07/27/2022

  ***BBB Has Responded To Complaint***

  ***Message***

  Please see our response to complaint ******** below.
  

  
  

  The safety of our employees, customers and pets are our number one priority.  The primary purpose of our facility Pre-Stay Evaluation is mainly to determine a pets temperament to interact with our staff (Hotel) and other dogs (Daycare).  Each pet spends an hour with a trained staff member; partaking in various tasks to determine temperament.  We will never book a dog for daycare or stay in our hotel without determining a dogs temperament.
  

  The customers claim that dogs are crated for 23hrs a day is false.  Our facility provides large and small dog kennels.  Both are substantially larger than a large dog crate.  Clear pictures and a virtual walkthrough are available on our website of our boarding amenities.  In addition, large kennels have a private play yard.  Dogs are walked or let into their play yard once every 2 hours.  Each pet also receives 2 visits per day to our larger pay yard that includes a swimming pool. 
  

  The customer did not know her dates of travel when she booked her appointment to have her two dogs evaluated on June 14^th, 2022.  Doggy Daycare and Hotel is subject to availability, and we will always share our facilitys availability prior to booking an evaluation. 
  

  We understand the customers frustration with availability.  Unfortunately, the customer called to book her pets stay only days before the 4^th of July weekend.  She did not dispute the charge on her card until July 9^th, 2022, 25 days after her evaluation but days after her trip.  On July 19^th, the practice manager received a notice regarding the credit card dispute and called the client.  We had never received any feedback from the customer that she was upset to this point.  Our manager was met with inappropriate language and accusations that we took advantage of her due to age.  Her complaint with the BBB was filed on 7/19/2022, 35 days after the evaluations but the same day as the conversation with our practice manager.  We have not challenged her credit card dispute.  The customer has received a full refund from AMEX.  We kindly ask that this complaint be dismissed as it is baseless and false.