Complaints

This profile includes complaints for Metropolitan Veterinary Medical Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Metropolitan Veterinary Medical Group, Inc.

  1053 S.Cleveland-Massillon Road Akron, OH 44321-1689

• 

  Metropolitan Veterinary Hospital-Cleveland East

  734 Alpha Dr. Highland Heights, OH 44143

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:04/11/2025

  Type:Product 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.

  Last year, I was brought to the emergency vet because my service animal wasn't eating or drinking. She was in the emergency vet twice in under a 24-hour span, all they did the first time was a urine analysis and a fluid injection. The second time around they wanted to do blood work, and an ultrasound, and x-ray and another fluid injection. Several times they have asked me if my service dog was on any flea/ tick meds, multiple times I have told them no is there something they can check for with that, they said yes but they wanted to do all the other tests first. Later that month because she still wasn't getting better I took her to turkeyfoot vet, & I was told I was taken advantage of during mental health breakdown. I'm on ssdi for mental issues.On top of all that I was awake for 2 weeks straight with maybe like an hour or two in every other day of sleep. The thing is is during all of my mental breakdowns one of their veterinary staff sat with me and guided me into filling out for two loans. One loan they wanted me to do care credit was denied, the other was $1500 at rise credit The problem of all of this is if they had just tested her for ************ when I had asked I wouldn't have had been manipulated into taking out that loan, I was told by turkey foot veterinarian not to trust these people because they do this stuff to those of us that are mentally ill. With the one loan of $1,500 I have paid into it over 1600 and it has not gone down not one tiny bit rise credit acrues daily interest, & since I'm on disability I'm basically trapped I can't afford my medication I can't afford my therapy I can't afford anything other than my rent. I tried filing with my bank account against this veterinarian to no luck, my bank got back to me saying they were well within their rights. thing is I paid about $600 to $700 to the emergency vet, I just want the refund after being taken advantage of like that. I have physical receipts from the vet can I mail the papers?

  Customer Answer

  Date: 04/11/2025

  Where can I mail all the paper trails I have involving this case and can I mail it in?

  Business Response

  Date: 04/14/2025

  Good morning,

  Client **** ******** was seen through our ***************** with her dog **** Bear in May of 2024.  Client agreed and signed our estimate forms and received treatment for her dog **** Bear.  She was advised to see her primary veterinarian if **** Bear was not improving.  Client voiced financial concerns and we make all of our clients aware of the several payment options we have including Care Credit and ScratchPay, both of which the client has to apply for like a credit card.

  Client disputed the charges for her visits with her credit card company and after providing documentation to the dispute, the credit card company sided with Metropolitan and the charges stood.

  Ms. ********** dog **** Bear was treated with a high standard of care that we provide all of our patients.  Due to the standard of care being met, no refund will be issued.

   

  We wish Ms. ******** and her pet well in the future. 

  Sincerely,

  **** *****- Medical Communications Director 

  Customer Answer

  Date: 04/14/2025

   I am rejecting this response because:
  
  Yes she was seen back in May of last year, multiple times in the two times I was there to seek help I was asked if she was on any flea and tick medication I had said no is there anything they can check for that they had said yes but they want to do other tests first, it's not just scratch pay and Care credit that they helped me out to apply with. One of their staff had also sat there with me in the waiting room in The Little door area like a little side room, and helped me fill out for two different loans during that time period. Nothing was found during that time even though turkey foot veterinarian office said she had ************ and they should have checked for that first. 

  Business Response

  Date: 04/16/2025

  Good morning,

   

  This is in response to client's second statement- We stand by our statement that we do not have any other "loans" that we offer to our clients.  We also reached out to ********************* and they stated they absolutely did not make the statements that client is claiming they did.

  The standard of care was met for this patient, and no refund will be given.

   

  Sincerely,

  **** ***** | Medical Communications Director

  Customer Answer

  Date: 04/16/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and  although I am not satisfied with their responses and I know I'm in the right here I just don't have the energy to fight anymore it's been over a year. They're lying through their teeth, I was told that directly by the doctor I saw a turkey foot veterinarian that they should have checked for ************ from the get-go given that text and everything was so high that year. That I was taking advantage of.

• Initial Complaint

  Date:04/27/2024

  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.

  My cat had cancer, but when I took it to three oncologists, they said it would survive a surgery and live a few months longer. I took it March 27 for surgery. The phone calls said she was doing fine. The call after surgery said that she was cold and had low blood pressure but reviving. The next call I got said that she had to be euthanized. They did not call early enough that I could go and see her. They initially said the bill would be 4000. My mom picked up the dead cat and they gave her a $1000 credit to my account. The next day there was an additional 3900 charge on my credit card. Then the hospital blocked all our calls to try to resolve this problem. Very unethical and unprofessional. Note from the hospital: "Please note: Your phone number was blocked in our phone system. Calling repeatedly and tying up the line for critical emergencies, as well as calling all departments in the hospital will not be tolerated. Our reception staff, nor other departments in our hospital will be able to discuss your account with you."

  Business Response

  Date: 05/02/2024

  Good morning,

  Our Surgery Department manager as well as our Accounting Department has audited Ms. *****'s invoice and the amounts charged for veterinary medical care were found to be correct.  We sent Ms. ***** all of the invoices we have for her records, and explained the charges and credits applied to her account.

  We do extend our deepest condolences to Ms. ***** on the loss of her cat. 

   

  Sincerely,

  **** ***** | Medical Communications Director

  Metropolitan Veterinary Hospital 

  Customer Answer

  Date: 05/02/2024

   I am rejecting this response because:  no one explained the charges; in fact, we couldn't get through because they blocked our calls.
  
  
  

• Initial Complaint

  Date:02/17/2024

  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.

  Took my dog to this vet hospital, neighbor sprayed her in the face with a power washer, and her eye needed attention. They put a collar on her and I did not want that collar. They stated she needed it. We went home with it and **** had a hard time trying to eat or drink water. She was running into everything. the collar was to big. I could tell it was a used collar. I returned it and stated I want my money back. I have called the hospital a couple of times since, about getting my refund. They transfer me to a voice mail. This has been since 9/8/23, plenty of time to return my money. The charge for the collar was ***** + tax. I have a different type of collar for dogs, if it was needed. **** was not scratching at her eyes or face after brutal action from neighbor, and she never really scratched at her face or eyes before that. The tech on duty called another vet & told her situation, she was the one that said it was needed & she was not there. I went there for treatment, but should not be made to purchase a used device that I did not want.

  Business Response

  Date: 02/19/2024

  Good morning,

   

  A call was placed to client ***************************** on 9/12/2023, explaining to client that the e-collar sent home with her dog was necessary for no further eye injury while the pet was healing from the incident.  In the voicemail we told client that the e-collar was recommended by our emergency *********** and our ********************** *** standard of care was met for ************************ pet and no refund is warranted. 

  We sincerely hope her dog is doing better.

   

  ******************* | Medical Communications Director

  Customer Answer

  Date: 02/23/2024

  I did not want that type of collar, it had been returned to the facility.  It was also a used collar.  I have my own type of collar and they can not make me take  & pay for that. That is forcing me to take something I rejected. I want refunded for the collar that I did not want and does not have.  It was returned.

  Business Response

  Date: 02/28/2024

  Good afternoon,

   

  Our previous statement stands in regard to the complaint.  We do not send used E-collars home with clients. The collar was new.  We consider this matter closed. 

   

  Sincerely,

  ******************* | Medical Communications Director 

• Initial Complaint

  Date:12/28/2023

  Type:Customer Service 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.

  Entered by BBB staff LO Consumer states he took his dog in last night at 6pm. The dog went in for a respiratory infection. He was there for 12 minutes and told to go back into the main lobby and they came back out and told him they needed to put the dog down. They told him it would be $1700 to put the dog down and another $658 for the rest of the visit. The consumer told them he was not putting the dog down. He took the dog to another vet and they told him there would be no reason to put the dog down because nothing was wrong with any of his vital organs he just needed antibiotics. The other vet told the consumer a vet is required to hold a dog for at least 25 minutes after an injection (he was not sure if it was different per county) but the vet did not hold the dog so he is not sure they actually gave the dog an injection because the other vet did not find it in the dogs bloodstream (it should show ** in a blood test for up to 48 hours).

  Business Response

  Date: 12/29/2023

  Good afternoon,

  The Client whom filed complaint is not listed as an owner on this account, therefore the original client will need to contact Metropolitan if they would like to discuss care of patient "****." 

   

  Sincerely,

  *******************, Medical Communications Director

  Customer Answer

  Date: 12/29/2023

  I'm the dog owner my name is ********************* and I asked *** to Pay the bill for me my phone number is *********** the did a shifty job and we left and they did nothing 

  Customer Answer

  Date: 01/03/2024

  [BBB transcription via phone call]

   

  BBB was granted permission from ********************* allowing *** to file the complaint on their behalf. The consumer stated he paid for the services and that the business was contacted prior to taking the dog to another vet in order to find out what all was done. The consumer stated the business never contacted them back. When they went to the other business they were *********** was not the correct treatment performed. The consumer stated that if the business does not contact them directly or through BBB, they will be taking them to court. They have already reached out to the news and their attorney.  

  Business Response

  Date: 01/22/2024

  Good morning,

  The case report states that it was discussed with the owners that their pet is experiencing an upper airway obstruction. Based on chest x-rays, we were extremely concerned that there is a mass causing compression of his airways. Less likely is severe, end stage collapsing trachea.  Once breathing becomes labored, swelling of the trachea can worsen significantly causing rapid progression to airway obstruction. Next steps would be hospitalization, sedation for ventilation, followed by a CT to determine if surgical intervention is an option. Discussed poor prognosis. Recommended humane euthanasia. The owners elect to take **** home AMA to allow him to pass there.  

  The standard of care was met for ****, therefore no refund will be issued.

  We wish **** well in the future. 

   

  Sincerely,

  ******************* | Medical Communications Director 

• Initial Complaint

  Date:12/15/2023

  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 took my dog to this Metropolitan veterinarian hospital at **** * ** ********* ********* **. in ****** **** ***** last Satur***, December 9. My dog was bleeding from his ***** dragging his back right leg. We wanted him checked for testicular cancer. We were there from 10:30 in the morning until 6:30 PM at night They said they had to sedate him because he was so combative. We weren’t allowed to see him. They shaved both of his legs front for IVs. There’s no needle mark that they even put an IV in and they never checked his ***** or rectally. they said he was too combative, but yet they sedated him and told me they reversed the sedation so if they did all this he was out, so why didn’t they check him For the cancer it cost us $3120.17 for my dogs care that ***. They ultrasound, his stomach and x-rayed it. His stomach had nothing to do with the reason we brought him there

  Business Response

  Date: 01/15/2024

  “****” *** presented to Metropolitan Veterinary Hospital Emergency Service on December 9th, 2023 with a complaint of progressive hind-end weakness and straining for eliminations over a few weeks duration.  **** was examined by the attending doctor who ****oughly discussed the estimate for initial diagnostics with owner ******** ***.  Owner gave permission for routine radiographs, bloodwork, and a urinalysis.  The attending doctor also recommended a consult with the Neurology service to which owner gave permission.  Upon completion, initial diagnostic results were reviewed with owner and the attending doctor discussed concerns for a T3-L3 myelopathy and an enlarged prostate.  To obtain a definitive diagnosis for ****, the attending doctor strongly recommended further testing which included an abdominal ultrasound and MRI imaging.  Despite recommendations, owner declined any further testing and elected conservative at home treatment.    
  
  I have ****oughly reviewed the case and feel that the care, treatment, and communication provided were appropriate and met the standard of care.  As a result, no refund is warranted.
  
  We understand the sadness and frustration that accompanies illnesses with our beloved pets.  Our thoughts are with **** and his family.
  
  Sincerely,
  
  
  Dr. ****** ******** | Medical Director 

  Business Response

  Date: 01/15/2024

  “****” *** presented to Metropolitan Veterinary Hospital Emergency Service on December 9th, 2023 with a complaint of progressive hind-end weakness and straining for eliminations over a few weeks duration.  **** was examined by the attending doctor who ****oughly discussed the estimate for initial diagnostics with owner ******** ***.  Owner gave permission for routine radiographs, bloodwork, and a urinalysis.  The attending doctor also recommended a consult with the Neurology service to which owner gave permission.  Upon completion, initial diagnostic results were reviewed with owner and the attending doctor discussed concerns for a T3-L3 myelopathy and an enlarged prostate.  To obtain a definitive diagnosis for ****, the attending doctor strongly recommended further testing which included an abdominal ultrasound and MRI imaging.  Despite recommendations, owner declined any further testing and elected conservative at home treatment.    
  
  I have ****oughly reviewed the case and feel that the care, treatment, and communication provided were appropriate and met the standard of care.  As a result, no refund is warranted.
  
  We understand the sadness and frustration that accompanies illnesses with our beloved pets.  Our thoughts are with **** and his family.
  
  Sincerely,
  
  
  Dr. ****** ******** | Medical Director 

  Customer Answer

  Date: 01/17/2024

   I am rejecting this response because:
  
  My dog was there for his hind legs and backend. They did x-ray and ultrasound His stomach, which was not a factor of the reason he was there, so by them saying that they offered extra x-rays for his stomach is not correct because in the paperwork that I have it was done already And his backend was not x-rayed at all and thats the main reason he was there. They did no bloodwork, but they shaved both front paws and his stomach apparently his stomach for the ultrasound but why didnt they draw blood? We asked for blood to be drawn so they can check his blood to see if there was anything else going on in his body, they said his kidneys and stomach and heart and everything else was good but yet they never examined his back and just said that it was ****. It was a rip off it was overcharged and they did not complete the exam for why my dog was there. This is my whole complaint. 

  Business Response

  Date: 01/19/2024

  Good morning,

   

  While **** was at Metropolitan, we did draw blood.  We have tried to email client 6 times and the emails have been rejected.  ********** would like a copy of her lab work, we would be happy to mail her a copy of that and her case report from her visit.

  Other than that, ********************, Medical Director's reply stands. 

   

  Sincerely,

  ******************* | Medical Communications Director

• Initial Complaint

  Date:11/03/2023

  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.

  June 2023: I brought my cat in to the ** in ***** because she was not eating for 2 days. I asked the ** doctor to examine her mouth for infection. I was told my cat was not eating due to nausea. The ** vet did not examine her mouth at all, and refused to provide me with oral antibiotics and gave no pain meds. She actually said "cat's will eat through a lot of pain." The ** vet prescribed an appetite stimulant and anti-nausea meds.For the next 3 weeks, I faithfully gave my cat the prescribed meds. The final straw was when my poor cat (who once weighed 15 lbs now weighed barely 7 pounds) hovered over her bowl and cried. For 3 weeks, she was in pure AGONY.... hungry but unable to eat. I brought my cat back to Metro, *****. They sent me to Internal Medicine in Highland Hts. I was told to keep my cat on stimulant and anti-nausea meds.Internal Medicine in Highland Hts ran a slew of tests, including liver, and other upcharges that had nothing to do with her mouth. The vet finally prescribed a mild pain med, antibiotics, and anti-inflammatory. The vet did finally refer me to a vet who specialized in dentistry.Dentist: I pried open my cat's mouth open in front of the dentist, and told her I would not leave until she looked in my cat's mouth. And there was a huge tumor beneath her tongue - very hard to miss if any of the other vets had bothered to LOOK. The dentist said my cat had oral squamous cell carcinoma - which was inoperable by that time.Metro drained my financial resources and continued to do so with no regard for my cat's condition. I called my credit card company to refute the earlier charges (I did pay the dentist). My credit card company agreed after reviewing my documents and the details noted above, and refunded all of my charges to Metro.Nov. 2023: I just received a notice from a bill collection agency demanding the payment of $3283.57. to Metro... Nope. I am not paying it. And now, I am telling my story to everyone who will listen.

  Customer Answer

  Date: 11/03/2023

  I didn't have space in the note area to include a few more details...

  The ER doctor was "twitchy". Her hands were shaking, she was wiping at her nose the entire time she was talking to me. She also punctured a cyst that was in my cat's chest area. I believe now this is what exacerbated the entire illness.

  I made 4 visits to their various doctors, referred by each previous doctor (passing the buck and padding the bills). Each visit was an hour long drive there and an hour drive home with my poor cat. All of this took place between 6/6/2023 and 7/10/2023.
  

  My cat had to be euthanized on 7/13/2023. She was starving. Her mouth was bleeding. She was in extreme pain.

  The vet hospital sent me a nasty letter afterwards, saying that since I refuted the charges (and **** backed me up on it), that they would never accept any of my pets in their offices.

  Good riddance! I would never subject my pets to their mistreatment, knowing what I know now.

  And for the record, I will tell you what I told the vet hospital admin and ****... This is not a matter of me not being able to pay a bill... I have plenty of money. I refuse to pay because I was taken advantage of when I most needed help.

  It should be noted that I had no idea there was such a thing as a vet dental specialist. That being said, the very FIRST recommendation from anyone at Metro should have been to go to this dentist. Instead I got sent on a wild goose chase while my poor cat starved in agony! I called the dentists and couldn't even get in until September. But luckily they called me back after reading all the ** I have gone through.

  I am now considering a malpractice suit against Metro. I have all the paperwork, and made copious notes. It would serve you well to withdraw your collections claim before I get really ******. I don't care about a credit score. But if you care about your reputation, think again before kicking this particular hornets nest!
  

   

  Business Response

  Date: 11/14/2023

  Good morning,

  At the time of the initial complaint from ******************, the medical records for Rogue were thoroughly and carefully evaluated by the Medical Director. It was determined the treatment given was medically appropriate based on the patients presenting symptoms. 

  We extend our condolences for ********************** loss. 

  Metropolitan Veterinary Hospital

  ******************* | Medical Communications Director 
  
  

• Initial Complaint

  Date:07/22/2023

  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.

  On June 23 2023, the emergency room veterinarian at Metropolitan hospital in ******** ******* refused to treat my cat with an antibiotic despite high WBCs over 30,000, lethargy, bilateral ear infection, and recent history of fever 106 degrees at a different hospital which responded initially to antibiotics. The vet's rationale was that if there is no fever there is no indication for an antibiotic. Instead she referred me to make an appointment with a neurology specialist. I paid approximately $1600 for the emergency room visit. Since this vet refused treatment I took the cat to a different emergency hospital because the cat was whimpering, not moving, not eating or drinking. There the veterinarian treated my cat despite being afebrile, with two weeks of antibiotic with significant improvement even after the first dose and resolution of illness. I made multiple phone calls to the communications manager requesting to discuss this case with the medical director. She refused my request. I did call to make an appointment with the neurologist, but after reviewing the records, I was told since he improved after I took the cat to a different hospital to follow up with my regular vet at this time. It is not true that because there is no fever, there is no indication for an antibiotic. I should not have had to take this cat to another hospital for treatment. Especially after paying $1600.

  Business Response

  Date: 10/06/2023

  Good afternoon,

  We reached out to **************** multiple time and had in-depth conversations about the care of her cat, and answered all of her questions that were asked. After careful review of the case with the Medical Director, we found the standard of care was met in the treatment of ******************** cat, and no refund will be given.

  We truly hope her cat is doing well.

   

  Sincerely,

  ******************* | Client Experience Specialist 

  Metropolitan Veterinary Hospital

• Initial Complaint

  Date:03/26/2023

  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 hospital did not provide appropriate care to our dog during/following surgery. We dropped our dog of the morning of 3/14/23 for surgery to remove a liver mass. After surgery, we were told she was doing well. We were given the ok to bring her home on 3/16/23. She seemed to be ok that evening. The following day, we noticed she started to decline. She wouldn't eat, was panting and couldn't even stand on her own. We took her back to the ER, where we had to spend an additional $1,100+ on top of the close to $7,000 we just paid for surgery and two days of ICU. We thought maybe she would have to stay another night or something. Instead, we were told that she had developed sepsis and that we could only spend about 5 minutes with her to say goodbye because she was in danger of passing. We were completely blindsided and heartbroken. Sepsis occurred due to the surgery. It's not something that was there prior. Never once were we even told that this was a possible outcome or even what signs to look for so we would know to get her to the hospital ASAP. Our girl should still be with us. We agreed to the surgery, knowing she had a pretty good chance of making it through ok, and she did. However, she did not receive the appropriate care to prevent infection during/after surgery. To me, that's a breach of contract and I feel we should be refunded the money we spent since they caused the loss our beloved pet. I contacted Metro through their website and got a generic "sorry for your loss" response from their Marketing & Communications Manager who told me that a refund could not be offered at this time. I replied, asking for the name/contact info of someone else I could speak to. I did not receive any response back. We are totally devastated by this loss. We trusted them. Our girl deserved better. They can't give us back our precious ****, but they can return the money that was paid to make her better, since the result was the exact opposite.

  Business Response

  Date: 04/19/2023

  [BBB transcription via email, see attachment]

   

   

  “****” ****** (ID ********) presented to Metropolitan Veterinary Hospital on March 14 th , 2023 for surgical removal of a liver mass. The attending surgeon thoroughly discussed surgical estimate, procedure, and possible complications. Surgery, anesthesia, and recovery were routine and **** was released to owners for further care at home. After release, **** became severely ill from a pre- existing disease and due to a poor prognosis, owner elected euthanasia. I have thoroughly reviewed the case and feel that the care and treatment provided were appropriate and met the standard of care. As a result, no refund is warranted. We understand that losing a family member is a very difficult process and share our deepest condolences to the ****** family.

  
  Sincerely,
  **. ****** ******** | Medical Director

• Initial Complaint

  Date:12/24/2022

  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.

  inadequate vet care - ran our bill up over $1000 for an elderly dog who is in the last stages of her life. No need for all those test. Refused to give us pain medicine. Almost forced us to put our animal down before her time. Dr ******* ****** was the vet and was very dramatic with care and told us we could not take our dog home. I almost had to call the police to get my dog back. They need to stop taking advantage of people and pets.

  Business Response

  Date: 01/10/2023

  See attached statement from ******* ********, DVM, Medical Director