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Business Profile

Veterinarian

Frontier Veterinary Hospital

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/30/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Im not sure if this qualifies, as the original issue was two years ago. However this complaint is about being told I would get a refund one year ago, and again six weeks ago, and then being denied that refund. So if that qualifies Ill continue, if not thanks for the time and Ill just leave a review. Two years ago I took my dog in for a same day urgent appointment, and paid a premium for it. They took X-rays and other tests and sent them out for urgent external review. Even with pestering them the next day, we didnt get results for 40 full hours. In those 40 hours my dog got worse, Frontier didnt pass on that update, I took him to a 24/7 ER, they repeated all the same still pending tests, diagnosed and operated on him to save his life. Then I got the false all clear the next day form Frontier. After much soul searching I asked for a refund in 12/2023. I was told ** get $400 if I gave them my banking info. I already didnt trust them so was hesitant. Before a year was up in 12/2024 I contacted them about the refund, and was told the refund was listed in my file, and Id get a call from the manager to put it through. And they took my bank info I was finally willing to give. After more than a month of me calling the office and even texting, getting told each time that the manager would call me back the next office day, I finally got an email from the office manager saying no refund because of the passage of time. And I responded but again it took two weeks and multiple prompts to get an email saying the matter was fully closed and to never contact her about it again. They almost cost my dog his life in their delay and inaction, told me I was entitled to a refund twice including as recently as December 2024, and then imposed a backdated and unknown expiration date to the refund offer, all while being horrible about contact and never returning a single call as promised, and no reassurance about my bank details be destroyed or removed when I expressed concern.

Frontier Veterinary Hospital is NOT a BBB Accredited Business.

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