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:04/18/2023

  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.

  I brought my dog here on 3/25/23 for a popped suture, four days after she had a mass removal on her back leg. I was fine waiting 8 hours for them to care for my dog. What I’m not fine with is that the doctor insisted my dog had an infection on her incision (even though my dog was on an antibiotic from her primary vet) and recommended a $450 culture test that would confirm if she did have an infection within 5-7 days. It is now 4/18/23 and I have yet to receive a call from the ER vet with the results of the culture test. I called the ER vet on 4/7/23 and they confirmed the results were in as of 4/5/23 but a doctor still needed to review the results. I called again on 4/18/23 and once again the doctor has not read the results or shared the results with either myself or my primary vet. This doctor is unethical recommending unnecessary tests for animals and not even having the decency to provide me with the results for a test I paid for. I want my money back! Stay far away from this place unless you want to be scammed. This ER vet should be ashamed taking advantage of worried pet owners.

  

  Business Response

  Date: 04/20/2023

  I had a telephone discussion today (4-20-23) with Ms. *********. 

  We discussed the issues at hand and I agreed that this hospital did not follow through in a timely fashion with the culture results for her pet. 

  I apologized for our lack of communication.  I offered an appropriate refund.  Ms. ********* appreciated my discussion with her and agrees with the resolution of this case.

  Dennis *. W*****, DVM

  Hospital Administrator

  Animal Emergency and Specialty Center

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

  Reno, NV 89511

  ###-###-####

• Initial Complaint

  Date:08/08/2022

  Type:Billing 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.

  My Black Lab began experiencing bloody diarrhea and bloody vomit Saturday (7/30/22) afternoon and into the night. Sunday morning, I drove 1 hour to the Animal Emergency and was subsequently checked-in. Two hours later, the vet called me and asked to give details about my dog’s sickness. I stated that my Lab was healthy, eating properly, and that the previous Friday, we were at the Graeagle, CA mill pond. The vet stated that ‘we get a lot of dogs from the Graeagle pond’. I said my dog was drinking pond water and eating grass growing by the pond. The vet said there are parasites and mentioned Giardia. Then the vet talked about dogs swallowing stones, and chewing on sticks that could nick the intestines. The vet talked about the ‘gold standard’ for diagnosis that included x-rays and blood work. My dog had bloody vomit and diarrhea and thought my dog was seriously ill. I was led to believe that I had no choice but to accept the over $1000 gold standard tests. The vet never told me the typical diagnosis of dogs coming from the pond. Two hours later, the vet said the x-rays and blood work were nominal and didn’t know exactly what caused my dog’s illness. The vet said that my dog was given an ‘anti-vomit’ shot and given fluids under her fur. It would be another 1.5 hours until I got my dog. The vet wanted to keep my dog overnight for observation – I said no. I paid the $1,360.66 to get my dog. I later learned that my physical therapist’s dog had the same condition from this pond. His vet said to hydrate the dog and should be better in 1-2 days – it was. My complaint is that the vet unethically took advantage of me and subjected my dog to unnecessary x-rays, blood draw, shots, medicines and probiotic, all the while knowing that the most likely and historical cause was a parasite (Giardia) and violating the vet code of ethics (PVME). The bill should have been $200, not $1,360.66. Attachments: bill, diagnostic

  

  Business Response

  Date: 08/12/2022

  The customer presented his sick dog for care to this hospital on July 31, 2022.  The recommendations and tests performed were appropriate for the dog's presenting symptoms.  However, we were not successful with our communication with the customer regarding why the tests were recommended and what the expected outcome of the tests might be.

  A letter of explanation and an appropriate refund were sent to the customer via Certified Mail.

  Respectfully,

  Dennis *. W*****, DVM

  Hospital Administrator

  Animal Emergency and Specialty Center

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

  Reno, NV 89511

  Customer Answer

  Date: 08/16/2022

  
  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,
  **** ******
  

• Initial Complaint

  Date:06/30/2022

  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.

  My pet went to this veterinarian after being transferred at the end of the business day from our primary care veterinarian. All records were sent with my puppy with all xrays from the same day present. We even brought our existing IV with the dog. When he was admitted with all paperwork present and clear notes from the transferring veterinarian, we were charged a new exam fee to review the exact same symptoms that the exam had been sent with the dog. The veterinarian called and clearly explained he was reviewing the X-rays. He never mentioned taking more X-rays, nor that there is an additional charge to have a special technician at their office read the new X-rays. What is most concerning about this is the X-rays brought in with my dog were from that very same day only 4-5 hours prior and a full report from the transferring veterinarian. There was no need to take new images. This was an unethical practice that I’m not even sure happened as they will not send me the files of the X-rays taken at their office. This leads me to believe that the new X-rays were not taken at all. I have never had a veterinarian refuse to provide the X-rays to the client. When I reviewed the charges I explained to the front desk technician that I was not consulted that new X-rays were being taken and read. She was extremely unprofessional and told me that’s what they do for everyone. However, it is never communicated to the client and no records will be released to the paying client. I was told that the doctor would get my message and they might call me but most likely nothing will change. This business is very unethical, they are not honest and will not provide evidence of actual veterinary treatment that was done. I left with an $1,155 bill that I paid, and no explanation of what was done or why, not even a clue as to what had caused my dog to be so ill. I suspect fraudulent charges for services that were not actually performed. Invoices of both veterinary clinics attached.

  

  Business Response

  Date: 07/06/2022

  The customer presented her pet dog *** for treatment at our hospital on June 20, 2022.  *** responded well to appropriate medical therapy.  The complaint has been addressed as follows:

  A letter of apology was sent to the customer regarding communication issues at this hospital.  Complete medical records, including x-rays and x-ray reports were sent to the customer's email address on file.  An appropriate refund was sent to customer via certified mail.

  Respectfully,

  Dennis *. ******, DVM

  Hospital Administrator

  Animal Emergency and Specialty Center

  ****  ***** ******** ******

  Reno, NV 89511

  ###-###-####Tell us why here...