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:10/12/2024

  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.

  I was told by receptionist that if I brought my pet in I could fill out hardship paperwork and my cat would get uthenized for free but I would have to take my cats body home with me I can't leave his body there I have to do what I choose with him after I leave instead after they put a catheter and IV in him I was informed I had to pay 360.00 or leave they made me and cat wait 40 mins while I told them I was told it would be free but cause I mentioned was going to take him to get cremated at a animal cremation place and not burry him in my yard they refused to uthenize for free forcing me to pay as my cat screaming in pain gave me no choice

  

  Business Response

  Date: 10/24/2024

  We are sorry for the loss of *******. We spoke with the owner (***** *****) on 10/12/24 at 10:31:59am and discussed the hardship paperwork. We apologized for any confusion and credited the entire amount of $360.00 back to her.

  Thank you,

  Maria 

• Initial Complaint

  Date:09/16/2024

  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.

  I took my dog to the orchard park vets in Buffalo New York for labored breathing. They told me nothing was wrong with her lungs and misdiagnosed her. Sent us home. Took her back a couple days later since it was the only emergency vets I knew about in the area. They then admitted her for terrible lung infection. She charged me an insane amount of money for poorly treating her and doing a lot of wrong things. They’re terrible at communication. They will no longer answer my calls or want to resolve the fact that they charged me an insane amount of money for misdiagnosing and mistreating her. Also they will apologize because they admitted to doing wrong things. I then had to take her to ******* university where she received proper care and a proper diagnosis with treatment. ******* was able to do what the other vets couldn’t do in two days. The other vets had over a week and wouldn’t help me. I first took her in on a Tuesday and was sent home. Then took her back on a Friday once the shots and medicine wore off. So she was then treated for weekend time and not week day. She shouldn’t have had to get so sick for them to finally do something. Maria P******** the hospital administrator was the one to talk to me and apologized for all this but then said they didn’t do anything wrong.

  

  Business Response

  Date: 09/23/2024

  9/21/24
  
  ******** **** was brought into OPVMC by ****** *******(o) and was evaluated by Dr T***** on 8/13/24. The chief complaint was coughing and sneezing x2 days, loud breathing, dry heaving that turns into vomiting.
  After Dr. T***** did an assessment of ******** ****, he ordered an Xray and blood work. The findings were: 1. Pneumonia and 2. Dietary indiscretion. Dr. T***** called the o three times (3:44pm, 7:26pm & 7:27pm) on 8/13/24 to discuss findings of the blood work and x-rays- interstitial pattern (pneumonia). He ordered medication sq fluids 350-400Irs, cerenia 1.3cc sq, Famotidinec 0.6cc sq, enrofloxin 0.75 cc im and cefraszolin 3cc sq. He also documented in chart and verbally stated that if ******** was not improving in 3 days or if getting worse to come in for a recheck.
  The o brought ******** back in on 8/16/24. The chief complaint was labored breathing again. O stated she got better from first visit up until the night before, drinking little water, no bowel movement since pet was last seen. Since ******** was brought in on the weekend several DVMs were handling the case.
  The o received seventeen phone calls from (8/16-8/26) discussing ********’s treatments and updating her with estimates for every treatment discussed. The o verbally agreed to have the treatments done and to pay the estimated cost.
  I, Maria P********, did have a conversation with o on 8/26/24 @ 6:15pm. The o was extremely upset and verbalized her frustration regarding the original visit from 8/13/24. I stated “I am sorry you feel that way, but Dr T***** did take the right approach and diagnosed ******** appropriately. (infectious pneumonia).”  
   I was advised that the o did write some very negative information and was discussing obtaining an attorney on social media. Our policy states that we must stop all communication with the o immediately, and any future discussions must go through the attorney. I did not return the call from the o on 8/29 because I was waiting to hear from her attorney.
  
  Thank you,
  Maria P********
  OPVMC Hospital Administrator

  Customer Answer

  Date: 09/27/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  She did not inform me that the vet was correct. She told me she needs to investigate the situation and felt bad for how ******** and I were treated. I had to take ******** to another vet for her to be properly treated. I feel as though Orchard Park is now saying whatever they want since I took further action. ******** was misdiagnosed and mistreated. All I’m asking is for them to help with the vet bill. If they had acted sooner on Tuesday my dog might not have got so sick and been cheaper. I am a college student trying my best in life. I do not appreciate being taken advantage by a vet telling me three times that nothing was wrong with her lungs for her to then have a terrible lung infection. When I took her back in they couldn’t believe how bad she was. I shouldn’t be the one having to pay all this when the vets lied about what was said. It’s over a month later and she’s still on steroids due to it getting so bad. So now she has a weak bladder and other side effects. This was not fair to me dog or me. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:06/25/2024

  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.

  I brought my cat *** to the hospital on Thursday May 23,2034 as she was having focal seizures. We arrived at approx 7 pm and after waiting for about an hour and a half in the exam room a doctor finally came in tbe room. The tech came in initially and because *** was having seizures she took her back in the carrier. It was decided to leave her overnight. Got a call from the Dr Friday morning and said she wasn’t having as many seizures. We going to change her meds and have a neurologist consult. Meanwhile we kept being almost harassed about having and MRI done for $3000 to see if there was a tumor. I had told them we were not going to have they done. So on Saturday it was decided that she was doing well enough to come home. She did good for about 4 days. On Wednesday May 29,2024 we came home from work to find she was having more seizures. She was very agitated and scared. We brought her back to the hospital and we agreed to another neuro consult. At this point we were ready to make the decision to euthanize her. While we were waiting she bit my daughter. We told the vet tech that and she told us she would muzzle her. We left her there overnight. At this point we’ve dropped almost $3000. So I talked to the neurologist on 5/30 and I decided it was time to euthanize her. I found out that she had also bit a vet tech. My daughter and my friend came in the evening of 5/30 to say goodbye. They directed them To the rainbow room. All I can say is that it still gets worse from here. No pawprints were taken. After a couple of days I called the hospital to see if they were done and they said they could not handle her because she needed to be tested for Rabies. First of all she was current on her rabies shots and secondly she bit because she was scared and agitated. She was not herself. She was handled while alive but not in death. This has been the worst experience so unprofessional. I will not be back or refer anyone to the hospital.

  

  Business Response

  Date: 06/28/2024

   When the owner, ***** ***** arrived at the hospital with her cat “***”  that needed to be seen through the critical care service, she stated that her cat “***” bit her daughter. After speaking with our Client Services Manager, she disclosed that after the bite, ******* daughter had contacted the health department in her county (Wyoming). She also stated that her daughter sought medical treatment for the bite wound; human healthcare facilities and doctors are required by NYS law to contact the health department when treating a patient for an animal bite, so we assume they also contacted them. While *** was here, she did also bite a member of our staff. Before we could contact the health department in our county (Erie), Wyoming had already contacted our hospital to let us know they were aware and then Erie County was notified. When she made the difficult decision to euthanize ***, she was informed that due to the recent bite incidents, she was considered a rabies ***pect and paw prints could not be made due to health and safety concerns and protocols. We were then notified by Wyoming Health Department that they had made the decision that *** would need to be rabies tested. These decisions come directly from NYS and unfortunately, as she was advised, are out of our control. We must comply with the decision made by the Health Department and unfortunately, whether a rabies vaccine is up to date or not, they have the discretion to decide to pursue rabies testing. When ***** called a few days later and spoke with the Client Services Manager, was told this information. ***** asked if the crematory *** would be sent to after testing was completed would be able to make paw prints for you if the test came back negative and were advised it was not likely. ***** then ended the call with our manager. As far as we are aware, ***** did call the crematory and asked them to make paw prints (clay and ink) as well as take a fur clipping. The crematory agreed and ***** made payment for these services directly to them. OPVMC was not involved in the transaction and was not aware it took place until after the fact. These items were brought to OPVMC for ***** to pick up. When they arrived, there were no clay paw prints – but there were ink prints as well as fur clippings that were given to the third party you authorized to pick up. It is our understanding that the crematory contacted ***** directly about the missing clay paw prints. We feel as though the proper process was followed.  

  Customer Answer

  Date: 07/02/2024

  My complaint is mainly on their focus of the repetitiveness to asking if we were going to do an MRI for $3500. I told each doctor that asked “no” and it almost felt like harassment.    I felt bad enough knowing I was going to have to euthanize ***.  They seemed more concerned about their fees and how much money they were going to make.   As it was we dropped almost $4000 trying to get her better and to use different meds.   It was the worst end of life experience with a pet I have ever had  and will never return.    

  

  Business Response

  Date: 07/05/2024

  On May 23rd *** was brough into CC for seizures and was admitted. On May 24th the DVM called and spoke with ***** to inform her that *** continued to have partial seizures occasionally through the night and recommended an internal medicine consult. ***** agreed. Later that afternoon PM updated ***** and reviewed the IM consult and offered additional diagnostic (MRI) and the owner elects an approach of treating the treatable. On May 25th, DVM called and spoke with ***** and *** was now 24 hours seizure free. *** was not moving very well, and ataxia was still present. DVM went over options about moving forward- stay or come back for neuro consult (***** was uninterested). Visitation and if comfortable trail at home. Also discussed QOL (quality of life). The decision was to visit at 5:30 and would decide on how to proceed at home. *** was discharged home. We received a call from ***** on 5/27 stating *** was doing much better and that she progressed a lot over the past few days. On 5/29, *** was brought back to OPVMC. The DVM discussed at presentation and reviewed the following options: 1) admit and transfer to neurology for consultation which would include an MRI (Owners indicated that they would not pursue MRI). 2) Continue attempt at outpatient care or 3) euthanasia. ***** agreed to admit and interested in consult but also recognizing QOL. An MRI was suggested by the DVM and by the DVM that did the IM Neuro consult which would have been the proper protocol. As for the $3500 MRI, we do not have an $3500 MRI and an MRI was never done. The client paid $3492.80 for the entire time *** spent at OPVMC which included several days in ICU. 

• Initial Complaint

  Date:01/26/2024

  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.

  This so called"ER veterinary clinic"is everything but. If you do not like your profession-do not disservice pets who come to you for care.Entire staff displayed 0 empathy.Did many invasive procedures up until 1/21/24 that had no effect. I was told an internalist was necessary & would be contacted. I was on 1/22/24 & was told the earliest my pet could be seen was in 35 days on 2/26.I was told payment had to be within 48 hours to avoid cancellation.Understandable.However, link to payment was not working.I tried contacting them several times to resolve. Could they accept over phone? they would not.I explained my dad was sick & wanted to spend-possibly my last moments with him-they said doesn't matter it is policy.WOW.Time I can't get back.Credit card was accepted 2x .Not fraud clearly they could see that from last 2 visits.My dog is typically 29 lbs she lost 7.Throwing up constantly,0 bowel movements & straining to have 1-defacating only mucous.I contacted another hospital and was told me they would take her urgently with an internalist but,needed a referral.I spoke to the receptionist OPVMC she hung up on me.I called again and spoke to the head of dept she stated her position.She said a referral could not be obtained from OPVMC.Confusing-as OPVMC was the last facility my pet had visited. She said my pet had not been seen by them.What?It seemed convenient they can only refer within their facility.Not to another on an urgent matter.She informed me how healthcare works.I informed her-which I always refrain from doing so-I am an ER RN & completing Emergency NP this semester.Aware of healthcare.I asked for a refund for the internal medicine apptat OPVMC-my pet will not be attending as appt is now 30 days away-at this point-it is a very urgent matter.Ihave yet to receive confirmation of refund & do not feel comfortable taking their"word"for it.i can only hope no pet or person has to endure this.This is vaguely my experience-it was worse- it won't allow for more info.

  

  Business Response

  Date: 02/16/2024

  Hello *******,I’m sorry to hear that you were dissatisfied with the service you received at OPVMC. We do have board certified internists on staff that are available 24/7 should the emergency doctors feel that an urgent consultation is warranted. Upon review of your case, it was not deemed medically necessary to have an urgent consultation with internal medicine which is why your pet was scheduled for a regular appointment for an internal medicine consultation. The staff that informed you that we cannot take credit cards over the phone were correct. Our agreement with our credit card processing company prohibits this practice, so although you felt the staff was not being accommodating, they were following hospital protocol. I’m sorry that the payment link was not working for you, as I’m sure that was extremely frustrating. The refund to your credit card for the specialist visit was processed on 1/26/24 in the amount of $191. We stand by the care that was provided to your pet and will not be issuing a refund for the services that were provided. Sincerely,Allison R*******Hospital Administrator

  

  Business Response

  Date: 06/04/2024

  BBB spoke to Jamie at the business and the following was relayed:After review, the customer was not double charged for the second visit. The total charge for the second visit was $804.25. Because it was right after the first visit, the office call and emergency fee were courtesy discounted to zero and the customer was not charged for on the second visit.

  Customer Answer

  Date: 06/08/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I never stated that I was double charged. OPVM is talking in circles and not addressing the stated complaint at all. This response is not pertinent to the complaint.  Regards, ******* ********

• Initial Complaint

  Date:11/26/2023

  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.

  We were told that the doctors needed to do an additional biopsy because they did the first one incorrectly. So not only did I have to pay an additional $1,000 but now the results are pushed back out another 10 days. My dog has a tumor in her nose and I have already spent $4,000 at this vet looking for answers. Should not had to have paid an additional $1,000 because their first procedure was done incorrectly.

  

  Business Response

  Date: 12/01/2023

  Per the conversation Dr. Schlee had with the owner over the phone, the owner asked for a refund and was informed that we would not be issuing a refund as nothing was done incorrectly, the first biopsy results were inconclusive. The owner was satisfied with this and stated that she understood she would not be getting a refund and that there was no harm in asking. The purpose of the second biopsy and additional tests was to get to an answer about the underlying problem. The second biopsy was done with one of our Board Certified Internal Medicine Specialists and included cytology, a fungal culture and an aspergillus blood test. The additional costs included additional testing and an additional biopsy sample.  I would be happy to discuss this in further detail with the client at their upcoming appointment on December 12th. 

• Initial Complaint

  Date:09/03/2022

  Type:Customer Service 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.

  Our dog passed away and upon planning to bring her here for cremation. I was told they could not service us and wouldn’t take our dog due to past history on my account. I was completely surprised as I had no clue what it was about and all she said was that it was a stopped credit or something that made no sense with our previous dog. That dog was brought there once after being hit by a car and needed emergency attention. We were told it would be 3k to 8k in surgery and since we couldn’t afford that we had to have her euthanized and paid for that obviously in full with a debit card or they wouldn’t have performed the procedure. I want an explanation why they are refusing to see my pets when I did nothing wrong and what the record adjusted to reflect so! Clearly they don’t care about animals just money!

  

  Business Response

  Date: 09/06/2022

  Hello *******,
  I’m sorry to hear of the passing of your dog. I had a chance to review your account and it looks as though on 10/6/2016 you wrote a check to OPV but there were not sufficient funds to cover the check. We contacted you to let you know that your check had been returned and that there is a $20 return check fee.
  On 1/9/2017 we received the attached note from you. You had written “Not paying a $20.00 collections fee!”. At that time, we put a hold on your account as you had an outstanding balance. To date, this balance has not been paid.
  If the balance was paid, we would remove the hold on your account and you would be able to receive services from OPV once again.
  Please let me know if you have any further questions.
  Sincerely,
  Allison R*******

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 17902011, and find that this resolution is satisfactory to me. 
  Regards,
  ******* ******