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:12/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 complaint is against Veterinary Specialty Center in ******************** where I took my dog, Snickers for surgery on 11-12-2024. We paid $10,300.00 by credit card(s) in advance and watched them take our dog away. The surgery was to remove a tumor on her left Adrenal gland so they did a ** scan and informed us she had a tumor on the left and the right Adrenal gland and her liver so the surgery would be more complicated. When I asked Dr. ***** what her chances were she told me 75%. Two hours later I was called and told Snickers was not doing well and did I want (to pay) to have her resuscitated. An hour or two later Dr. ***** called to say Snickers was alive but extremely critical. At 9:15 pm I we received a call to say they needed to put her on a ventilator and that would cost between 10 and $20,000 for 24 to 72 hours. I said we did not have that kind of money and they said she was suffering so we agreed to euthanasia. Upon reading their report it shows Snickers was not stable when they took her into surgery as regarding blood pressure and heart rate, and they said the tumor on the left Adrenal gland was ruptured when they began surgery and she was bleeding. I asked them later would not that bleeding have shown up on the ** scan and the said "yes" but she was not bleeding at that time.They said she was taken to surgery one hour after the ** scan and the rupture occurred in that time. The dog was not stable going into surgery based on her heart rate and blood pressure and should not have been taken into surgery. They should have told us after the ** scan that surgery would not extend her life very long due to the additional tumors found but instead Dr. ***** said she had a 75% chance. I have talked to Dr. ***** several times a written a letter of complaint and an email to their complaint department. They did the surgery without telling us the truth about her prognosis, and they took her to surgery unstable. My dog cannot speak for herself so I am.

• Initial Complaint

  Date:11/01/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 am seeking reimbursement for misdiagnosis of my dog Nacho by **************. I am also seeking reimbursement for mental and physical stress brought upon by the emotional pressure of ************************* (internal medicine). Over two occasions when he "needed" a transfusion she told me that he had a good probability of making it. She told me that if I were her sister, she would keep treating *****. He was diagnosed with ITP an autoimmune disease. He made no progress after spending 8K over a 72 hour time frame. They will not provide me with a daily breakdown of treatment and I was told that there system only allow a report for every 48 hours. The also had his medical history incorrect which I asked to be correct and they will not do so. I went to visit him on 10/30/23 only to find his laying on the floor on a towel full of blood. His mouth and **** were actively bleeding. He literally had blood pooled in his mouth. He also had no access to water. Now that I said I was seeking an attorney, they will not communicate with me.

  Business Response

  Date: 11/06/2023

  We are in receipt of your correspondence regarding a complaint made to the BBB by *********************. Under the Veterinary Surgery and Practice Act (225 ILCS 115/25.17),information and records related to patient care are confidential. Should **************** wish to pursue a complaint with BBB, Veterinary Specialty Center requires a written authorization for release of information and records signed by ***************** to provide any response.

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20812279
  
  I have included the signed and dated release of Information document requested by VSC. Per the reply to my complaint, I do wish to pursue a complaint with BBB, Veterinary Specialty Center requires a written authorization for release of information and records signed by ***************** to provide any response.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Upon arrival we were refused any assistance or communication about my pet. At the height of an emergency visit, we were asked to leave without seeing any professional clinician. Additionally, they claim status as a 501c, but are not listed as such in any 501c database. They failed to take down their previous address and maintain their previous website. Their location is not clear and even is listed here at BBB. The correct location is ******************************************************************.

• Initial Complaint

  Date:05/31/2023

  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.

  On 5/28/23 there was a $225 charge for a vet visit on 4/21/23 to evaluate a mass on my dog's ear. The only exam was by a vet tech, which I question because the ear was never cleaned for a proper exam. The visit was abruptly ended when they provided a $9,200 estimate that we couldn't afford, which included a $2,600 MRI.There was to be a follow up call, which never happened. There was to be alternate treatment method provided for discussion, which never happened. No calls were ever received in over six weeks. These follow *** and general information were never provided as stated.My daughter was in tears and inconsolable that she didnt think we could provide care for her newly adopted dog. We found another vet that provided care for $700, they said an MRI was highly questionable. I have disputed the exam and treatment recommendation charge as the services provided were solely inadequate and never completed. I wanted to report these actions hoping that something can be done to protect other potential families.

  Business Response

  Date: 06/12/2023

  We are in receipt of your correspondence regarding a complaint made to the BBB by *********************. Review of our records indicates that we do not have a client by that name. Also, please note that under the Veterinary Surgery and Practice Act (225 ILCS 115/25.17), information and records related to patient care is confidential. Should the named client wish to pursue a complaint with BBB, VSC requires a written authorization for release of information and records signed by the client to provide any response.
  

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20125566
  
  I am rejecting this response because: The patient was my daughter *********************** that was at the business on 4/21. I am the cardholder, which the change was made to.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/13/2023

  Our records do not reflect a credit card payment received from *********************. We welcome the opportunity to respond to any complaints made by a client of our practice. Under ******** law, we require a written authorization for release of information and records signed by the client to do so.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20125566
  
  I am rejecting this response because: My daughter *********************** brought her dog (******) into the vet on 4/21, the charge was made on 5/29 over the Memorial Day weekend. ****** was the customer, and her name was on the credit card. I am her father, and the credit card account is in my name.

  Attached is the disputed record with Discover from that charge.

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

  Business Response

  Date: 06/26/2023

  Our records do not reflect a credit card payment received from *********************. We welcome the opportunity to respond to any complaints made by a client of our practice. Under ******** law, we require a written authorization for release of information and records signed by the client to do so.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20125566
  
  I am rejecting this response because: I have provided the charge that was made on 4/21 in my previous message. The charge was made by ***********************, who has a credit card on my account (*********************). 

  This business provided all information, medical and otherwise, to Discover Card as part of my dispute process for the charge. So, either they broke the law providing that information, or their statement about my written approval to release information is incorrect. This continued stall tactic hoping that I will accept their deceptive response is in line with the type of unethical business practice that has been provided.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/26/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 brought my dog to Veterinary Specialty Center for "tie-back" surgery to treat his severe case of Laryngeal Paralysis on October 18, 2018. I had spoke to them in advance of bringing him in given the immediate danger to his life to transport him in the car for the procedure. They provided me a detailed quote in advance of our decision. When we arrived at the facility after a very stressful drive to keep my pet calm and alive we were treated extremely poorly. They had us wait over an hour to get him into a room despite his clear distress. When we were put into a room the technician that greeted us had a very poor and negative attitude towards us citing that she had not yet had her coffee today. After all of this wait time and a very stressful experience in which we have already been treated poorly they presented us with a digital document to sign for the cost of the surgery. The cost of the surgery had more than doubled from what was provided to me via email. This felt like a classic bait and switch as they were hiding required fixed costs in the procedure and attempted to charge us double what they provided in our quote. I wanted time to think about it despite them having us in a bind given the risk we took to travel there with our dog in his current state. Nobody came back to check on us and our decision after 45 minutes so we left. I was horrified that they put my pet at such risk to get us in the door and attempt to pressure us into a cost that was not agreed to. I was even more shocked that they sent me a survey to talk about my experience. I provided them with a detailed survey urging them to contact me and heard nothing. They then sent me a bill for the office visit for $250 which I did not pay as there was no service rendered. Now they have been pursuing me with aggressive collections tactics as if I am a criminal. They should be ashamed of themselves and I would demand this billing charge be removed as it is unwarranted given they provided no service.