Complaints

This profile includes complaints for Hannah's Pet Hospitals of Oregon Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hannah's Pet Hospitals of Oregon Inc

  10526 SE Washington St Ste A-103 Portland, OR 97216-2809

  
• 

  Hannah's Pet Hospitals of Oregon Inc

  10164 SW Washington Square Rd Tigard, OR 97223-4458

  

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:03/31/2025

  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.

  Hannah ************* has engaged in vague and misleading billing practices. Despite my attempts to cancel my service, I was unexpectedly sent to collections for $720 without proper warning or explanation of the charges. Their representatives have been evasive and unable to provide a clear breakdown of the amount owed, making it difficult to resolve the issue fairly.Details of the Complaint:I attempted to cancel my membership with Hannah *************, leaving multiple messages to confirm the cancellation.I never received any warning that I would be charged or sent to collections. Instead, I was blindsided by a collections notice demanding $720.When I contacted the debt collector, they were vague and unhelpful, stating that Hannah ************* typically wins in small claims court but failing to provide any clear documentation of the charges.I have repeatedly asked for a detailed breakdown of the amount and proof of the contract terms that justify this charge, but I have received no clear response from either Hannah ************* or the collection agency.This practice feels intentionally misleadingit seems designed to confuse customers and pressure them into paying without fully understanding what they are being billed for.Desired Resolution:I am requesting that Hannah *************:1.Provide a clear and itemized breakdown of the $720 charge.2.Provide documentation proving that I was properly notified of this charge before being sent to collections.3.Remove the debt and stop collection efforts if they cannot prove that I legally owe this amount.Hannah *************s lack of transparency and communication is unacceptable. I am filing this complaint to ensure that they stop these misleading practices and treat customers fairly.

  Customer Answer

  Date: 04/17/2025

  I'd like to close the complaint for complaint #********, I was able to resolve with the company my email is **********************

• Initial Complaint

  Date:01/15/2025

  Type:Order 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 joined Hannah ******** Society to have an all-inclusive experience with pet care for my dog back in 2017 maybe 2018. You pay so much per month and all vet care is included. I have never been asked to sign a new contract but yet now they do not want to pay certain expenses. They have prescribed a very expensive medication for my dog and told me to go purchase it on my own when I chose them because they were all inclusive *********** but now that my dog is older and I've been paying them for 7 years per month they want me to spend around $100 a month on medication when I already pay them over $100 a month for an all-inclusive vet care. The contract I signed specifically stated all inclusive vet care for one price per month and now after 7 years they want to change it and you can't get pet insurance for your problem because pet insurance now considers it pre-existing condition. 7 years of paying their monthly fee and now they do not want to give all inclusive care. I want them to pay for my pet medicine. Like I said the contract I signed should hold up I don't care that it's years later it is the contract I signed with them and they need to honor it.

  

  Business Response

  Date: 01/25/2025

  Dear ****,

  Thank you for bringing your concerns to our attention. I have attached a copy of your Membership Agreement for your reference. In the section D detailing covered services, you will see it states:
  The veterinary care provided or paid by Hannah is comprised of all routine and emergency veterinary medical, surgical, diagnostic, and dental care, along with therapeutic medications that are on Hannahs formulary (see website) and are needed for veterinary treatment.

  After reviewing your **** medical record, it appears your Pet was prescribed Apoquel. However, Apoquel has not been on Hannahs formulary for several years. It is unclear from the record whether you specifically requested this medication or if the Hannah veterinarian determined that alternative therapies were not effective for your Pet.  *** ****, who manages your **** care, is out of the office until Monday, January 27th. Once he returns, I will discuss your situation with him directly to clarify why this specific medication was prescribed and to explore any alternative solutions that may be available.

  I understand this issue has been frustrating, and I am truly sorry you felt the need to file a BBB complaint before reaching out to us. We would have appreciated the opportunity to discuss your concerns and work together toward a resolution. Hannah ************ strives to provide comprehensive, quality care for all enrolled ****, and I am confident we can find a solution that meets your **** needs.
  
  Thank you again for bringing this matter to our attention. We value your feedback and will be in touch after consulting with *** **************************************** ********
  General Manager - Portland Market
  **************

• Initial Complaint

  Date:11/20/2024

  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 dog is sick and they approved an appointment for me today but when I got there the lady said she couldn't see us. I live far and it's hard to get up to this location

  

  Business Response

  Date: 12/13/2024

  Ms. *****,

  Thank you for bringing this matter to our attention. We value the opportunity to address any concerns our Members may have.

  We have reviewed our records and noted that you had appointments scheduled on the 20th (two separate time slots) and the 27th, which are marked as no-shows in our system. We understand how crucial timely care is for Pets and their families, and we regret any inconvenience we may have caused, but again, our records indicate a missed appointment.

  If you did arrive for your Pets' scheduled appointments, it is unclear why you were informed that her Pet could not be seen.  We sincerely apologize for any miscommunication or misunderstanding that occurred at our facility.  We deeply care about the health of your Pets, and would love to have you and your Pets back at the hospital.

  To ensure a seamless experience, we would like to:
  Confirm a convenient appointment time for your Pet's needs.
  Work with you to avoid any further inconvenience in scheduling or travel.

  Please contact us at ************** so we can assist you. We are committed to providing the care your Pet deserves.

  Thank you again for bringing this to our attention. We look forward to resolving this matter promptly.

  Sincerely,

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

  Senior Director of Member Services

  
  

• Initial Complaint

  Date:09/22/2024

  Type:Sales and Advertising 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 have had nothing but bad experiences with Hannah since I signed up for the membership. And their lack of communication skills. Just one example, I had an appointment for my puppy to get his rabies shot, I show up at my appointment only for them to tell me his appointment was canceled and that dont know why, but sorry, we can schedule you for another time. I live 40 minutes away and no one bothered to call me or anything. I finally did get his shot but only after getting upset and asking to speak to someone in charge. I cant get anyone to return my calls ever, and they own your dog and to get out of the contract its gonna cost me $450 dollars. I want to cancel my membership immediately but I cant get ahold of anyone or get anyone to call me back.

  

  Business Response

  Date: 12/09/2024

  Dear Ms. ***************** you for sharing your concerns with us. We sincerely apologize for the frustrating experience you had with Hannah Pet Hospital.

  Regarding your puppy's rabies vaccine appointment, it appears the vaccine was on backorder at the time of your scheduled visit, which led to the cancellation of your appointment. It is our standard process to notify Members by phone in such situations. However, after reviewing our phone logs, it does not appear that the team member responsible for adjusting your appointment reached out to inform you. For that, we deeply apologize.

  We understand how important your time is and regret the inconvenience caused by your unexpected trip to our hospital. Its clear that this situation could have been handled better, and we would have appreciated the opportunity to make it right for you. Unfortunately, it looks like you have already canceled your Membership with us.

  Your feedback highlights areas where we can improve, and we are taking steps to ensure similar situations dont happen in the future. If theres anything further we can do to address your concerns, please dont hesitate to reach out to me directly at **************.

  Again, we apologize for the inconvenience and thank you for taking the time to share your experience.
  
  Sincerely,
  
  ********* ********

  Director of Memberships

  Customer Answer

  Date: 12/09/2024

   
  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:09/13/2024

  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.

  On 8/21 my cat ate like normal in the morning and then later started throwing up a super dark brown liquid a total of 3 or 4 times. The next morning 8/22 she was having the same symptoms and her stomach was swollen and tight to the touch. I called Hannah ********************** to get her into the emergency room. They made me sign her up to be a member. I paid to have her enrolled. ******* contacted the hospital to check for availability (I thought that was weird because I was having an emergency situation with my cat - emergencies should not need an appointment) He said that there was not availability that day, but scheduled her for the next day. He said that the nurse he spoke to over the phone didnt think that my cat (Tiny) was suffering from life and death symptoms, but if she got worse to bring her right in. Tinys symptoms were worse and she was clearly in pain. I took her in around 3:00pm where receptionist was condescending, lacked empathy and questioned why I brought Tiny in. I explained her symptoms and said that she had gotten worse. She supposedly talked to a nurse, came back after about 10 minutes and told me that I could drop Tiny off. I was confused because I was NOT going to just leave her. I asked if she would be treated. The receptionist said that there would be no guarantee that she would be seen before her appt the next morning. She then said will pet be coming in for the appointment tomorrow? I said Yes. Unless she dies in her sleep! The girl smiled and said sorry about that NO ONE EVEN LOOKED AT HER! The next morning 8/23 6:30am Tiny could hardly move and was struggling to breath. I raced her in againThe girl (******)asked questions about the prior day and raced her back to be triaged. They got a heartbeat and did an X-ray where they found tons of fluid in her abdomen. ****** and the nurse (**** or ****) both told me that the should have taken her back the day before. Instead of taking action THEY MADE TINY SUFFER FOR 15 HOURS!

  

  Business Response

  Date: 10/29/2024

  We sincerely apologize for your experience and have tried to contact to on multiple occasions to try and support you.  We received your voicemail and respect your wish for us to not contact you, and wish you the best of luck.

• Initial Complaint

  Date:07/23/2024

  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 took my cat into the ******** location on Tuesday morning last week for bloodwork. Around 5pm they called me with results and I missed the call, I promptly tried calling back but was not able to get ahold of anyone and left a voicemail. For the next two days l tried to get ahold of the clinic for his results but never once got a response, on Thursday I received a call and was told they had set me up a telemedicine appointment for 9am Sunday to go over his bloodwork. This was fine, frustrating that it took so long to get ahold of them to set up, but it was okay and I was happy to have it scheduled. Come Sunday, Im at work and 9am rolls around. I step aside to take the call but it never comes. At 9:05 I attempted to call the ******** location to find out it was closed, so I tried the ****** location. I attempted calling the Tigard location 5 times and did not receive a response until I called their emergency line at 10am. I was told they would need to reach out to their telehealth doctor and they would call me back. When they called back, I was told that the telehealth doctor had left on vacation today and there was a mistake in scheduling me. ******, the one on the phone, was very very kind and helpful and I really appreciate her help. She emailed me my cats bloodwork and also told me she would reach out to the Portland clinic to let them know Id like to discuss these results, but after reading these other reviews Im questioning if theyll ever reach out. I tried reaching out to the Portland clinic around 11:30 am on Monday (today), but per usual the phone rang until voicemail. This has been very frustrating and it is only my first month with this vet. Im very worried about the next steps for my cat and I am unable to even begin to take them without actually going over the bloodwork with his vet, I am more than capable of reading the bloodwork panel myself but theres nothing I can do without the clinics help.

  

  Business Response

  Date: 10/29/2024

  Thank you for the message and we apologize for the delayed response in providing you with your lab work.  Our records indicate that we provided your lab work DATE, and that you're pet has been seen in clinic on both August 30th and October 15th in 2024.  Please do not hesitate to let us know if there is anything else that we can do

• Initial Complaint

  Date:11/21/2023

  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.

  5 years ago i adopted a dog. I quickly signed her up under Hannah The Pet Hospital's membership plan. My complaint is as follows: Shortly after signing up for an "ALL INCLUSIVE" plan, i was told they would not cover certain medications or procedures even though i have in writing that they would. My dog became ill and they could not figure out what was wrong with her however they did shove her in a kennel, sent her home with puke and urine all over her, sent me away time and time again because they lacked the skills to find out what was wrong with my dog, continued to deny me medications that we needed, and finally told me that i needed to seek help elsewhere. I did that, while still under their plan. They referred me to an internal specialist where i am moving forward with a treatment plan. I sent Hannah the bill for this treatment plan as they told me i needed to see them, and they are refusing to pay for the invoice even though my dog is still technically owned by hannah, and they cannot help me any further. They told me to seek help from this specific place, and are now refusing to provide help for this service. Hannah has been the absolute most unprofessional establishment i have ever dealt with. They treated my dog HORRIBLY and I would highly recommend never taking your animal there - they cannot be trusted and their lack of communication is awful. Their veterinarians should not be practicing. It is a complete chop shop and now after i have payed them over $6,000 they are refusing to reimburse me for seeking the outside help they told me i needed to seek. On top of that, they are now trying to charge me for cancelling my membership with them even though my contract states if I have been a member for 5 years, there is no canecellation fee. I could give plenty more details about the poor services and inhumane treatment that my dog received, but i can only post so much on this page. Please save yourself, and your animals, and do not sign up with Hannah.

  

  Business Response

  Date: 12/05/2023

  Dear ******:
  
  I hope this correspondence finds you and **** well. We have received your complaint filed with the Better Business Bureau regarding your experience with your Hannah Membership and the care provided to your ***. We sincerely regret any concerns or misunderstandings that have arisen during this process, and we would like to address each of your points in detail.
  
  First and foremost, we appreciate the loyalty you had as a Member of Hannah for the past five years and your commitment to providing the best care for your dog. We understand your frustration, and we would like to clarify our position on the matter.
  
  1.     Medications and Procedures Coverage: Our *** plans are designed to provide comprehensive care for ***s; however, there may be specific medications or procedures that are not covered, as indicated in our Membership Agreement. We apologize if there was any confusion or miscommunication regarding coverage. We are committed to improving our communication with members regarding what is covered under their plan to avoid future misunderstandings.
  2.     Medical Diagnosis and Treatment: We understand that your dog's illness posed a challenging situation, and our primary goal is to provide the best possible care for all ***s. In some cases, our veterinary team may recommend procedures or diagnostics to determine the root cause of an issue. We respect your decision not to proceed with anesthetizing your pet for a definitive diagnosis, and we apologize if this decision caused any inconvenience.
  3.     Referral to Specialist: We recommended you seek help from an internal specialist to provide the specialized care your *** needed and agreed to reimburse you for the initial visit. We are pleased to hear that you have initiated a treatment plan with the specialist. However, our Membership Agreement clearly states that we do not reimburse for services provided outside of Hannah *** Hospitals unless prior approval has been obtained.  Because the specialist did not discover an underlying issue that we had not already discussed, and isnt offering treatment that our care team cant provide, additional outside visits were not approved.
  4.     Reimbursement: While we appreciate your commitment to our Hannah, we cannot reimburse you for services provided by external specialists without prior approval, as per the terms of our Membership Agreement. We apologize if there was any misunderstanding regarding this policy.
  5.     *** Purchase Fee: You mentioned concerns about a cancellation fee. This is taken from section O of your Membership Agreement (attached): The *** Adoption/Purchase Fee, as set forth in this Agreement, is the price you agree to pay if you wish to stop your *** Agreement and Membership Agreement, 2019 Hannah The Pet Society 18X128 Page 4 of 10 have legal ownership of your Hannah ***. The initial *** Adoption/Purchase Fee for ***s (as specified in section L) is to reimburse Hannah for the initial services that the *** received at sign-up (that you didn't have to pay for) plus, in the case of a dog or cat, the approximate 50% remainder of the "Cost to Treat" that you didn't pay in the Sick or Injured Fee (if there was one; see section N.) or, in the case of a *** we find for you, it reflects our cost to find and care for the *** before you signed the *** Agreement. The "Adjusted *** Adoption/Purchase Fee" is equal to the *** Adoption/Purchase Fee reduced by $25 for each complete year that you have had your Hannah *** on the *** Plan, down to $100 (if your fee started at or below $100, it will not be reduced).
  
  We sincerely regret that your experience with our *** care services did not meet your expectations. It has been my commitment to bridge any gaps between your concerns and our medical team's approach. Although we are disheartened by your choice to part ways with Hannah, we respect your decision and acknowledge the filing of your complaint. Please know that we value your feedback and it plays a role in our ongoing efforts to enhance our services and strengthen our communication with our valued Members.
  
  We appreciate your feedback, as it helps us enhance our services and ensure that every *** receives the best care possible. Thank you for your time, and we look forward to the opportunity to resolve this matter with you.
  
  Sincerely,
  
  ***********************************
  Director of Memberships & Onboarding

• Initial Complaint

  Date:11/07/2023

  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.

  Hidden in the small print-WE NOW OWN YOUR DOG. Does not matter if you bought, adopted, or rescued Fido, HANNAH is owner once you sign!You are on the hook for FIVE (5) long years before cancelation fee goes away. Don't worry- it's only $250 and is reduced by a whole fifty bucks every year! Wow! The savings!To get you to sign up they repeatedly tell you all medications and treatments are covered. They aren't- flea and tick were taken off the plans right when I signed up and they didn't tell me. My dog is horribly allergic to fleas, had hives from nose to toe, and he was still denied coverage of flea meds! What service!The fees go up every year! I am on disability- Hannah receives ten percent of my income monthly- $105 currently. When you call to cancel service you have to be put in touch with a specialist. That specialist hung up on me when I started crying. I told them I could not, would not make payments on the $250 cancelation fee to get ownership of my dog. You are holding my life and my dogs life ****** for $250. Not okay. When my previous dog was diagnosed diabetic I was very grateful that his treatment and medications were covered. The sharps container and getting rid of was a nightmare. Brought it back to Hannah and they told me to dispose of it myself. I live in an apt, cannot call garbage company to pick up sharps box as Hannah said i could. I tried for weeks to figure out how to get rid if my dog's biological waste. Hannah ************ has received around $3,000 from me in the last couple years. I don't think I should have to give them another dollar (or $250) to be done with them.

  

  Business Response

  Date: 11/29/2023

  Dear **************:
  
  We take every complaint seriously and appreciate the opportunity to address your issues.
  
  First and foremost, regarding the phone call on November 7th at 11:56 am, we want to clarify the situation with our ****** Engagement Specialist, ******. The call was not intentionally disconnected; it dropped due to a technical issue with her computer system, which shut down unexpectedly. ****** made efforts to reconnect with you at 12:33 pm, but unfortunately, the call was not answered.  This may have been because you were on a call with another Hannah team member, as you phoned us four more times after your call with ****** dropped. We apologize for any distress this may have caused.
  
  Regarding the claim made during one of your calls that ****** stated "either make payment arrangements or I'm not gonna talk to you and deal with you" followed by a disconnection, we have reviewed the recorded call and can confirm that this statement was not made. We strive for professional and empathetic communication with our ******s, and this does not reflect our approach. For your reference, we have attached a copy of this recorded call along with screenshots of our call log and the the other recorded calls demonstrating our team's continuous attempts to assist and work with you.
  
  We understand your frustration regarding the coverage of flea control treatments. As per section E of our ******ship Agreement (also attached), which you should have received a copy of, flea control is indeed listed as an exclusion. Our team members have attempted to explain this, and we regret any confusion or inconvenience this may have caused.
  
  Regarding the ownership of your Pet, it is a standard procedure under our ******************* plan. When you enrolled, we provided a comprehensive exam, valued at over $450, during which ownership of the Pet is transferred to Hannah. This is a part of our commitment to ensure the best possible care for your Pet. If you choose to cancel the plan, there is a fee to repurchase ownership of your Pet. For Mooses plan, this fee started at $350 and reduces by $50 each year, reaching a minimum of $100. If you were to cancel today, $250 would be owed.
  
  We understand that these costs can be significant, especially on a limited income. We strive to be transparent about our fees and policies, and we regret if this was not clearly communicated to you. 
  
  We value you and your Pet's wellbeing and would like to work towards a solution that is satisfactory for you. Please feel free to reach out to us to discuss this further, or if you have any more questions or concerns.
  
  Sincerely,
  
  ***********************************
  Director of ****** Services & Onboarding

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20840313
  
  I am rejecting this response because: I had make additional calls because ****** would not put my account on bypass for 3 months to stop withdrawals from my account. I again had to contact hannah and a supervisor ******* just to get this accomplished. Even though it took all of November to make this happen, November is one of the months ands counts. So you guys again expect my money in 2 short months.

  In addition to this your surgeon just quit so you just told my sister who  has been with you for THIRTEEN YEARS that her dog cant get surgery. 

  Why is Hannah still making members pay and uphold contracts when they cannot?

  Honestly and passionately-

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

• Initial Complaint

  Date:07/04/2023

  Type:Product 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 have been having issue for a while but the last 2 month's has been a nightmare and it doesnt matter who i talk to ***** cares and just says ill have someone call you back and never get a call back ive called at least 7 times with no call back. Theyre neglecting my dog which im not ok with at all and i will find a new vet tomorrow (todays 4th of july so theyre closed) but i want a refund for at least the last 2 months and the medication they shouldve given my dog weeks ago.

  

  Business Response

  Date: 07/06/2023

  Dear ************************
  
  We appreciate the time you've taken to share your concerns with us. We take all complaints very seriously as our foremost priority is to provide quality care and service to all our patients and our ******s.
  
  We regret to hear that your experience with us in the past two months has not been satisfactory. However, our records show a different sequence of events to what has been detailed in your complaint.
  
  Our records show that your pet was last seen on March 29, 2023, for a wellness exam and we did not record any other concerns or visits until the recent ear issue. We have a recorded call on June 20, 2023, at 9:41 am in which you discussed the delay in receiving the lab results of the test conducted on June 7, 2023. You spoke to a Team Lead who explained that the delay was due to the nature of the culture test being conducted. This type of test can take up to two weeks as it allows for bacterial growth for a more accurate diagnosis. She also noted that one of our doctors had left a voicemail for you the previous day (June 19, 2023, at 4:32 pm) regarding the same. The Team Lead had offered to have a manager and the doctor call you back for further clarification, but the call ended abruptly. 
  
  Contrary to your assertion, we do not have a record of the six calls that went unanswered. We strive to keep a thorough record of all ****** communications and it's unlikely that such calls would go unrecorded or unanswered. We take all matters relating to the care of our patients seriously and we are committed to investigating every ****** concern that is brought to our attention.  After reviewing our phone logs, we have determined, that you have made six phone calls to us since 06/15/2023 (that call was to schedule an appointment), each call had an average duration of 4 minutes and 23 seconds and only two calls resulted in you expecting. follow up call.  Both calls were followed up on.
  
  In light of these findings, we would appreciate the opportunity to discuss this matter further with you. We understand that this has been a stressful period for you and we're committed to resolving this issue in the best way possible. Please feel free to reach out to us at your earliest convenience so that we can make things right.
  
  We're grateful for your patience and understanding and look forward to resolving your concerns satisfactorily.
  
  Sincerely,
  

  ***********************************
  Director of ****** Services & Onboarding

  
  

• Initial Complaint

  Date:06/28/2023

  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.

  Hannah pet hospital has acted in bad faith since I began interacting with them in 2020. I went to their location in July 2020 to meet a kitten that was advertised on Petfinder. I decided to adopt the kitten and was told I was signing a "adoption agreement". When I got home and looked up their website, I was dismayed to discover I had signed a membership contract that would result in monthly charges and cost up to $500 to get out of. I was unhappy with the deception, but willing to give their vet services a chance.In the past 3 years, the monthly price has been raised multiple times and I have never received notice, as required by their contract. My cat has not been seen by their vets in a year and a half. When I tried to take her in for an appointment in March 2023, which took 3 months to schedule, there were large dogs running around and barking. I asked the receptionist to request that people control their dogs, and I was ignored. Due to the dogs, my cat was afraid to come out of her carrier and the vet did not see her. The next appointment I was given is in December 2023. Their contract states that they are obligated to provide regular veterinary services, which they have failed to provide.I called on June 6th to cancel my membership and was told I would get a call back. When I called again on June 13th, I was told no one wrote down my cancellation request and that I would get a call back, again. It is now June 28th, I have never gotten that call, and they have attempted to bill me for another month of services. When I called to inquire, I was told that they sent me the cancellation contract this morning (the same day they attempted to bill me), to an email that I've repeatedly informed them does not receive their emails. Today I discovered their staff incorrectly wrote down my email address, which is just my name and should have been checked a long time ago. I have yet to receive the cancellation contract and am once again waiting on their phone call.

  Customer Answer

  Date: 06/29/2023

  Hi,
  
  I submitted complaint #******** yesterday. I spoke to the business today, they finally cancelled my account but are attempting to charge me a $100 cancellation fee for a contract they violated, and informed me they would send it to collections if it is not paid. This is not a reasonable resolution.
  
  Regards,
  *****************************
  

  
  

  

  Business Response

  Date: 06/30/2023

  Dear ************************,
  
  Thank you for taking the time to express your concerns regarding your recent experiences with Hannah ************* We're sorry to hear that you've been dissatisfied, and we value your feedback as an important part of our ongoing effort to provide the best service possible.
  
  We were surprised to learn about your misunderstanding surrounding the Membership Agreement. As per our records, you signed the Membership Agreement and the Pet Plan Agreement at your appointment in July 2020. We take every effort to clearly communicate our procedures and commitments to our Members, both verbally and in writing. The Agreement you signed clearly outlines the monthly fees. We also have a record of a text message sent to you by our Placement Coordinator prior to the appointment in which she outlines the program.
  
  We sincerely apologize for any confusion regarding the billing process and price adjustments. We strive to keep our Members well-informed about any changes that *** affect their Membership. We regret if you were not aware of the changes in a timely manner, and we will review our communication protocols to ensure that this does not happen again.
  
  With regards to your concerns about Pet control in our facility, we understand how stressful it can be for Pets and their Pet Parents. We aim to create a peaceful environment for all Pets in our care, and we will address your feedback with our team to ensure this type of incident does not reoccur.
  
  Upon receiving your cancellation request on June 14, 2023, we attempted to contact you by phone on June 15, and again on June 28. We also sent emails on the 14th and 26th of June, and again on the 28th. We apologize if you didn't receive these messages due to the incorrect email address on file, and we appreciate your patience as we rectify this matter.
  
  We understand that this process has been frustrating for you, and we want to assure you that we are actively working on addressing your concerns. Our team will call you again to confirm the cancellation of your Membership, and we will also send you the cancellation form to the correct email address once I've verified that we have the correct one on file.
  
  We deeply value your time and patience and aim to resolve these issues to your satisfaction. We're grateful for the opportunity to serve you and your Pet and will continue to strive for better.
  
  Sincerely,
  
  ***********************************

  Director of Member Services

  
  

  

  Business Response

  Date: 07/07/2023

   
  Dear BBB:
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 

  Not available 07/12 or 07/20.  Also not available from ****pm on Tuesdays or Noon -2 pm on Wednesdays.
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  XMon.XTue.X Wed ____ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  X ********************************** understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Customer Answer

  Date: 07/14/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  _x_Mon. _x_Tue. ____Wed _x_ Thurs. _x_ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning _x_Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

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

  

  Business Response

  Date: 08/01/2023

  I see that the Member agreed to mediation on 07/14, but I have not received any correspondence that this has been scheduled, yet.  How long does it typically take?

  Sincerely,

  *********