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:06/14/2024

  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.

  Our dog **** swallowed the end of a small spatula. We took her to Access to get it taken out. She swallowed it Friday. We waited to see if it would pass Saturday, and Sunday since she was acting fine.(eating, no vomiting, no diarrhea). Took to regular vet on Monday and they said in stomach and we should take to Access to have Endoscopy to get it out. Took her there right from vet. Access gave us estimate, but did not explain that on Mondays they do not have the Dr. to do procedure and would need to call in Dr. and Assistant for an extra $900+. On estimate it did say something about after hours fee, but was not explained to my husband. He thought it was just because it was getting late in the day. We could have come back the next day to have procedure. Our dog was not in distress and it would have been around $900+ less, which we would have appreciated, since bill was around $3900. My dog has since been vomiting and diarrhea and we had to take her to another emergency vet because I do not trust Access to help. So far it has been an additional $300 at other vet.

  Business Response

  Date: 06/15/2024

  ************** brought **** in for eating a piece of plastic from a spatula they arrived at about 12:30pm. ********************* examined **** and made a treatment plan with technician ****. ********************* explained to ************* that we did not have the staff to do the endo scope in the office that day, but they can be called in so that we can treat ****. **** went over the itemized estimate with *************, which the estimate clearly says after hours technician call in fee and after hours doctor call in fee. The estimate for the procedure was signed by ************* at approximately 1:53pm and he paid the deposit amount for the treatment. **** had her scope done and the plastic was removed before 5:40pm due to Dr.Goldens note, client and pet were checked out of our hospital at about 7:10pm and taken home. ************** calls the next day and is complaining that the treatment took to long (which was less than 4 hours from when the estimate was signed) for an emergency scope and plastic retrieval from inside of ****.  Then she is upset because we had to call in the staff to due the emergency scope even though we went over all of this with her husband. I do believe she is mad at her husband but under no circumstance did we not communicate exactly what we needed to do to treat **** and how we were going to make sure she was taken care of in a timely manner. I also recommended that she bring **** back to us because she was now stating that **** was vomiting and having diarrhea, owner refused and said she was taking the pet somewhere else. Please let me know if you have any further questions and please see attached information. Thank you. 

  - **** Manager

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21850517
  
  I am rejecting this response because:  Access is lying. I never called to complain about length of procedure. We were confused why it took so long, because they told us it would be completed by a certain time and we were worried. First we were told procedure at 4, then told that it had not started, then told pick up at 9, then told pick up at 6 Constantly changing info. NO ONE ever explained to us that a vet would need to be called in!!  They are clearly covering up their errors. We are not asking for a full refund, simply the over charge, which could have been avoided if we were given the option(which we were not!)
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/18/2024

  Please see attached. 

  Business Response

  Date: 06/18/2024

  Please see attached.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21850517
  
  I am rejecting this response because:
  I am not denying estimate was signed. I am denying they told us the  extra $900+ was because they did not have Dr. in house and had to call in, with technician. We could have come back the next morning for $900 less and my dogs stomach would have been empty, making procedure easier/safer.
  Sincerely,
  
  *******************

  Business Response

  Date: 06/19/2024

  Good afternoon,

  Please email me directly because my staff is having trouble forwarding the emails to me, they seem to get all scrambled. I attached what it looks like.

  My email is *************************************

  Also please see the signed estimate from the husband that was here in the office, and we reviewed everything with him in the room. Everything was agreed upon and signed before services were rendered. 

  Business Response

  Date: 06/19/2024

  As discussed with ***************, treatment plan was explained and cost was went over and signed before any services were rendered. 

  Customer Answer

  Date: 06/26/2024

  The estimate was never explained. **** is lying. See above attachments from *****/manager sent to us in YELP.

• 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 admitted my dog into Access Animal Hospital on 10/9/22 around 2:50am. The hospital requires pre-payment for any services made. So, I authorized $750 for stabilization fluids and blood work. I received a call from ************** at 9:05am requesting pre-approval for additional services such as a blood transfusion, insulin, and short term hospitalization. At that time, I authorized 12 hrs of care including a blood transfusion, iv pump monitoring for 12 hours, blood glucose monitoring for 12 hours, critical care hospitalization for 12 hours, hematocrit monitoring for 12 hours, dedicated technician for 12 hours, pharmacy medications, lab fees, etc. At that time, I authorized $2704 of additional services. My dog was deemed in a coma and deceased between 11-11:30am on 10/10/22. This is 1 -2 hours after the additional cost for service was approved. I was told by the medical staff that I would be credited for the remaining hours of service my dog did NOT receive. However, the hospital did not credit me. I was told I owed an additional $230-$300 on top of the $2704. I had no choice other than to pay it since I needed the dog's body sent to a pathologist for an autopsy. My complaint is regarding the lack of clarification regarding the services my dog received, the timing the additional treatment started, and price gauging for services not received. (Fees for 12 hours of service) The finance department stated the service started at 3am on 10/9. However, I had already paid the per-authorization of $750. The $750 covered blood tests ran at the start of hospitalization. The additional $2704 covered monitoring for 12 hrs of a multitude of items. They can be seen on the attachment showing a authorization of $2704.63.

  Business Response

  Date: 01/14/2023

  Spoke with O about bill explaining when the 12 hours of hospitalization started. O was confused and thought it started when she came in at 11am to sign and deposit. I explained to her that we start hospitalization as soon as pet receives fluids which happened at 3am. She thought we were going to start the 12 hours with the blood transfusion and thought we charged for 12 hours for the dedicated nurse. I explained the blood transfusion is its own charge separate from the monitoring and that she was only charged for 5 hours of the dedicated nurse. Let her know she owes because CPR was performed 3 times which was extensive and was $350 so she does owe the $291.25.