ComplaintsforLive Oak Animal Hospital & Pet Hotel

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WORST vet clinic in *******. Our cat has a blockage, and the expense was extremely high, so unfortunately, we had to surrender our cat. He's my emotional support cat. I'm already suffering from severe depression, and this does NOT help at all!!! And I'm very suicidal. They do NOT care about any of that. They only care about money. We are extremely heartbroken to have had to surrender our sweet cat and this is a major nightmare for us!!!!We've already been going through a huge nightmare with our former family, all the family that my son and I have are our 2 cats. And we just had surrender one of them. We are never going back to Live Oak!!!!I've posted this story on many pages on ******** and people are making donations to cover the cost of my cat's vet bill to try to help me get him back. They're lying to people, saying that I signed something when I surrendered him. I did NOT sign anything! They're lying. These people are extremely evil!!!!My cat belongs with us, no matter what. He's literally a scaredy cat. When a Fed Ex or *** truck stops outside near our home to deliver a package to a neighbor, he gets scared and hides under my bed. When we are able to get him out from under our bed to try to reassure him that he's safe and that no one is going to hurt him, his entire body is shaking. The girl that works at Live Oak is going to take him home with her, basically stealing him from us. She has dogs. ***** is an indoor only cat and he's never seen a dog. That will seriously traumatize him tremendously.On Sunday, I told the vet technician who coerced us into surrendering him that I'm extremely suicidal and that wasn't helping. He did not care at all. Now my severe depression is a lot worse, and my suicidal thoughts have increased tremendously. Again, they do not care at all.

  Customer response

  02/20/2024

  Both ********* and Ocean's Behavioral Health want to admit me for inpatient care due to my mental health and wellbeing being destroyed because Live Oak stole my emotional support cat. I can't do that because I just started a new job and this is just my 3rd week at my new job.

  Business response

  02/21/2024

  As ***** herself has said previously on multiple forums online, she voluntarily surrendered her cat to one of the staff at Live Oak due to financial reasons, and the employee agreed to personally cover the costs of his care. ****************** came into the clinic not able to pay for our medical exam fee to initiate the visit. Our veterinarian graciously examined the cat, and the technician provided an estimate for the costs of the surgery and care the cat would need. ****************** declined the estimate, as she did not have the funds. The technician discussed multiple payment options with her, including Care Credit and Scratch Pay. She said she knows she wouldnt be approved, so she would not try to apply for either of these options. The cat was being treated for a condition that could be fatal if not addressed immediately, so she (the owner) chose surrender vs. euthanasia. ****************** is the one who initially suggested the surrender, as she could not afford any treatment, would not apply for payment options, and did not want to euthanize her cat. Now she is claiming she was forced to do so, but at the time, she was the one who made the decision and initiated the surrender. While of course we want to help this sweet cat as much as possible, it is outrageous to think we have an ulterior motive in simply trying to do our job and treat our patient to the best of our ability. We know its difficult to plan for emergencies like this, so we have ALWAYS strived to be reasonable when it comes to payment options. None of those payment avenues were chosen. ************************* elected to surrender prior to the veterinarian even entering the room. One of our staff generously agreed to take over care of the cat, so that he could receive the life-saving treatment that he needed so urgently. After ****************** verbally authorized the surrender, the technician attempted to do the corresponding paperwork for the transfer of ownership. ****************** left the building threatening self-harm. Multiple attempts were made to call ******************. We were not able to contact her. Since that day, ****************** has continued to make claims about that interaction that are not only untrue but harmful to our business. 

  Customer response

  02/21/2024

  I am rejecting this response because:   I DID apply for Care Credit and Scratch Pay and I was denied for both. I posted on ******** everywhere that I was coerced to surrender our cat. We did NOT want to do that. My son called my uncle and begged him to pay the vet bill. He refused. The vet tech told me that the only choice that we had was to either euthanize him or surrender him. We didn't want to do either, but we had no choice but to surrender so he could live. Live Oak COMPLETELY refused to work with me on a payment plan to pay this bill. It was estimated between $1400- $1700.  They also refused donations that people called to make to pay my cat's bill so that we could get him back. I also explained to the vet tech that I had been unemployed for about 6 1/2 months and that I had just started a new job the week before. The vet tech refused to even let us leave at first because he insisted that I had to pay for the vet's exam. I NEVER saw or talked to a vet at all. I told the vet tech that I only had $10. He finally let us leave. And I NEVER signed anything agreeing to completely surrender our cat. They lied to someone who called to make a donation towards my cat's bill by saying that I signed something completey surrendering him. 

  I've been struggling with other personal problems in my life that have affected my mental health tremendously for over 3 years now.  My son and I were not thinking clearly and we did not fully understand that we would never get our cat back. He is our emotional support cat and since he's been stolen from us, my mental health and wellbeing have been completely destroyed. Because of this, both ********* and Ocean's Behavioral Health have strongly encourage me to be admitted to their facilities due to the huge decline in my mental health. I'm not able to do that because I just started a new job. 

  We were treated very unfairly and we were most certainly coerced into surrendering our cat. He's been our cat for almost 9 years. His first family abandoned him and we weren't about to do that!!! They said that if we didn't surrender him that he would die. We especially didn't want him to die. Since Live Oak stole my cat, I've been extremley depressed, extremely suicidal and I've also had thoughts of wanting to hurt them because they've hurt us so much by stealing our cat. That cat is a major scaredy cat and he's being forced to live with strangers who have dogs. I know that's traumatizing him tremendously!!! I've left negative feedback about this vet clinic everywhere I can because I still can't believe how horrible they treated us and that they had to nerve to steal our cat. Just because we couldn't afford to pay such an outrageously expensive bill does NOT give them the right to steal our cat!!! If I have to, I'll *** them and take them to small claims court because there is NO EXCUSE for any of this!!!

   

  Customer response

  02/21/2024

  ******** even gave us the wrong estimation. They claimed the costs were the same, but it was for a different pet and a different owner. They messed that up, they can easily mess up other things. 

  Customer response

  02/24/2024

  I did apply for a Care Credit card and a Scratch Pay card. I was denied both because my credit is bad. I'm trying to get proof from both of them that I did apply for those cards to pay for our cat's vet exam. 
  

  My son spent about 30 minutes on the phone with my uncle, begging him to help pay the very expensive vet bill. He refused because he's mad at me for another reason, so he decided to punish my cat just because he's mad at me. The vet tech even talked to him and explained what was wrong with *****, what the estimated **** was and a breakdown of everything that needed to be done for our cat. 
  
  In September of 2020, we lost my dad very unexpectedly. Thankfully he didn't have COVID, but he passed away about 2 1/2 months after his diagnosis of leukemia. This took a huge toll on my mental health. 
  
  My mom has dementia and my now former brother and his 2nd wife were living in *********** and they went behind my back and set everything up to move my mom into an assisted living facility in *************. I found out the day before my 50th birthday. I was furious with them for doing that. Unfortunately my former brother is the oldest and he has medical power of attorney, so there was nothing that I could do about it. This was in June of 2022. My parents lived in ********, only an hour away. 
  
  Last summer, in August I think, my former brother and his family moved to ************, **************. They took my mom with them. They lied to my mom, telling her that they'd fly us there for Christmas so that she would agree to move with them. Because I was extremely upset with my former brother for going behind my back and refusing to include me in any decisions at all about my mom, they've turned against us and they've turned most everyone in my former family against me as well as friends and many others. 
  
  Thanksgiving was just another Thursday for us and Christmas was just another Monday for us. No presents, no family, no traditional food, nothing. 
  
  My mom's memory got worse after they moved her to ************. She doesn't remember how to make phone calls anymore and her iPhone conveniently broke several months ago and has never been fixed or replaced. The only way that we're able to talk to my mom is if we call the assisted living facility where she currently lives at. 
  
  My brother refuses to help us out financially too. He has bought a 4 story apartment for $390,000 but he refuses to help me out at all financially.
  
  We will never be able to see my mom alive again. And she's already forgetting us. In order to go see her, we'd have to fly to **********, **. Our flight would get there late, so we'd have to stay the night in a hotel in **********. Then we'd have to rent a car and drive from ********** to ************. Then we'd have to stay in a hotel there. Then we'd have to drive back to ********** and stay the night in a hotel there to catch a flight back home. That's very expensive. 
  
  My mom is my son's one and only grandmother and his last living grandparent. It's highly unlikely that we'll be able to see her alive again. Won't be surprised if we're not told when she passes. 
  
  We don't want to have anything to do with that uncle who refused to help us pay for our cat's vet bill. So our only family is me, my son and our 2 cats. And now one of our cats has been stolen from us 
  
  I begged and pleaded with the vet tech for us to keep him. I told him that his first family abandoned him and we didn't want to go the same. He didn't care. I told him that I'm extremely suicidal but again, he didn't care. We're going to start counseling soon to try to help us with our mental health and wellbeing. I'm not going to kill myself, although it's very tempting now, but that's what my former brother wants. 
  
  Thinking back on everything that happened that day, they sure did seem extremely determined to keep our cat no matter what. This is why my mental health and wellbeing has been completely destroyed. It's been a HUGE nightmare dealing with all of this annoying family drama, but to have one of our emotional support cats stolen from us is the last straw for me. 
  

  This is my mom's name and the name, address, and phone number of the assisted living facility where she currently lives in ************. If you want to call them and confirm that she's living there, go right ahead. 

  *************************
  *********************** Assisted Living #***
  *************************************************************************************
  **************

   

  Customer response

  02/24/2024

  Heres my dads obituary. And a picture of my parents. From an early age, I knew that most people, if not all people, in my former family didnt believe a word that I said. Thats why I try to provide proof of stuff as much as I can. I used to think it was my moms doing, especially because when I was a teenager, she would ask me a question, I would answer her, and shed tell me that she didnt believe me. But when I was 50, I finally realized that it was my former brother who convinced everyone when I was very young that everything I said was a lie.Thats NOT a fun way to grow up, knowing that you have no one to turn to because no one believed you. Its still happening to this day, courtesy of my former brother.

  
  I also married a narcissist, just like my former brother. We were married for over 17 years. He was verbally, mentally, and emotionally abusive, again, just like my former brother. I wasnt about to force my son to spend time with such a horrible person. And I didnt want him resenting me for forcing him to spend time with his sperm donor. We were protected by ***************** Services from my ex-husband for about 7 years until my son graduated from high school.Heres their number. I dont have anything to prove that we were protected by them, but I assume that they can confirm it since my son graduated from ******************** in May of 2021. ************. I cant tell you where theyre located to protect the women and children that theyre protecting now. But yall probably know where theyre located.

  
  This is where my mom lived in ************* after my former brother and his wife went behind my back and set everything up to move her here. Im sure that they can confirm that my mom, *************************, lived there. And they can probably confirm the dates that she lived there. They dont have any paperwork or anything for her anymore. They gave it all to my brother when they moved to ************.

  
  *********                                                                                                                                                                                                                                                                                    220 ******************                                                                                                                                                                                                                                                              ************* ** 78130

  
  We are having to move out of our current home. Our landlord/realtor with ******** is extremely obsessed with talking down to me like Im extremely ignorant. I dont like that and so I tried to stick up for myself. She didnt like that, so she refuses to allow us to renew our lease. Im including a copy of the letter that we received from her, demanding that we move out. I have no clue how were going to be able to move. We have to pay our March rent, put a deposit down on a new place and hire movers to move us. I have absolutely no clue how Im going to be able to afford to do that!

  Customer response

  02/24/2024

  Heres my dads obituary. And a picture of my parents. From an early age, I knew that most people, if not all people, in my former family didnt believe a word that I said. Thats why I try to provide proof of stuff as much as I can. I used to think it was my moms doing, especially because when I was a teenager, she would ask me a question, I would answer her, and shed tell me that she didnt believe me. But when I was 50, I finally realized that it was my former brother who convinced everyone when I was very young that everything I said was a lie.Thats NOT a fun way to grow up, knowing that you have no one to turn to because no one believed you. Its still happening to this day, courtesy of my former brother.

  
  I also married a narcissist, just like my former brother. We were married for over 17 years. He was verbally, mentally, and emotionally abusive, again, just like my former brother. I wasnt about to force my son to spend time with such a horrible person. And I didnt want him resenting me for forcing him to spend time with his sperm donor. We were protected by ***************** Services from my ex-husband for about 7 years until my son graduated from high school.Heres their number. I dont have anything to prove that we were protected by them, but I assume that they can confirm it since my son graduated from ******************** in May of 2021. ************. I cant tell you where theyre located to protect the women and children that theyre protecting now. But yall probably know where theyre located.

  
  This is where my mom lived in ************* after my former brother and his wife went behind my back and set everything up to move her here. Im sure that they can confirm that my mom, *************************, lived there. And they can probably confirm the dates that she lived there. They dont have any paperwork or anything for her anymore. They gave it all to my brother when they moved to ************.

  
  *********                                                                                                                                                                                                                                                                                    220 ******************                                                                                                                                                                                                                                                              ************* ** 78130

  
  We are having to move out of our current home. Our landlord/realtor with ******** is extremely obsessed with talking down to me like Im extremely ignorant. I dont like that and so I tried to stick up for myself. She didnt like that, so she refuses to allow us to renew our lease. Im including a copy of the letter that we received from her, demanding that we move out. I have no clue how were going to be able to move. We have to pay our March rent, put a deposit down on a new place and hire movers to move us. I have absolutely no clue how Im going to be able to afford to do that!

  Customer response

  02/24/2024

  Heres my dads obituary. And a picture of my parents. From an early age, I knew that most people, if not all people, in my former family didnt believe a word that I said. Thats why I try to provide proof of stuff as much as I can. I used to think it was my moms doing, especially because when I was a teenager, she would ask me a question, I would answer her, and shed tell me that she didnt believe me. But when I was 50, I finally realized that it was my former brother who convinced everyone when I was very young that everything I said was a lie.Thats NOT a fun way to grow up, knowing that you have no one to turn to because no one believed you. Its still happening to this day, courtesy of my former brother.

  
  I also married a narcissist, just like my former brother. We were married for over 17 years. He was verbally, mentally, and emotionally abusive, again, just like my former brother. I wasnt about to force my son to spend time with such a horrible person. And I didnt want him resenting me for forcing him to spend time with his sperm donor. We were protected by ***************** Services from my ex-husband for about 7 years until my son graduated from high school.Heres their number. I dont have anything to prove that we were protected by them, but I assume that they can confirm it since my son graduated from ******************** in May of 2021. ************. I cant tell you where theyre located to protect the women and children that theyre protecting now. But yall probably know where theyre located.

  
  This is where my mom lived in ************* after my former brother and his wife went behind my back and set everything up to move her here. Im sure that they can confirm that my mom, *************************, lived there. And they can probably confirm the dates that she lived there. They dont have any paperwork or anything for her anymore. They gave it all to my brother when they moved to ************.

  
  *********                                                                                                                                                                                                                                                                                    220 ******************                                                                                                                                                                                                                                                              ************* ** 78130

  
  We are having to move out of our current home. Our landlord/realtor with ******** is extremely obsessed with talking down to me like Im extremely ignorant. I dont like that and so I tried to stick up for myself. She didnt like that, so she refuses to allow us to renew our lease. Im including a copy of the letter that we received from her, demanding that we move out. I have no clue how were going to be able to move. We have to pay our March rent, put a deposit down on a new place and hire movers to move us. I have absolutely no clue how Im going to be able to afford to do that!

  Customer response

  02/24/2024

  Most likely the girl who stole our cat didn't have to pay as much for my cat's vet bill as what they said we'd have to pay. She probably got a huge discount because she works there. 

  Customer response

  02/24/2024

  My uncle's name is *********************** *******. He's 77 years old and he lives in ********, **********. I don't have his cell phone number anymore because we aren't talking to him since he decided to punish our cat just because he's mad at me for something else. But I'm sure that y'all can find at least his home phone number and contact him to confirm that my son called him and begged him to help our cat and he completely refused. 

  Customer response

  02/24/2024

  Our other cat, *****, REALLY misses his ********* ***** will turn 18 years old next month and we had Lucky for 9 1/2 years. I've had 4 cats since I moved here to ******* on my own, including when I was married to my ex-husband. I've been living here in ******* for over 28 years. We have NEVER had a cat get as sick as Lucky was. My cats are indoor only cats, so they rarely get sick. 

  Customer response

  02/24/2024

  Once again providing proof, these are the prescriptions that my PCP has me on. These are screenshots from the My Chart page through ************* I'm also including screenshots of what these prescriptions are for. 

  While the prescriptions are for varioius uses, I'll explain why I'm taking them. The Clonazepam Oral Tablets, I'm taking it for my anxiety. The Citalopram Oral Tablets, I'm also taking this for my anxiety, as well as for my depression and PTSD. The Dextroamphetamine, which is the generic for Adderall, is for my ADHD. The Clonidine Oral Tablets, I'm also taking these for my ADHD. This prescription helps calm my mind, which races constantly, so that I can sleep at night. Unfortunately, I'm out of this prescription and I'm unable to get a refill because it costs $10 and I only have $7 to last me until I get paid again on Friday. I'm providing proof of that as well. I use a Fidelity debit card. My 401K is with Fidelity and they provide a debit card. That's where my direct deposit is going to. 

  The Clonazepma is also used for panic disorders. The Citalopram is also used to treat major depressive disorder. That's what I'm struggling with right now. 

  Customer response

  02/25/2024

  Heres a couple of pictures of when my son graduated from ********************. Im also including the pay stub for my first paycheck at my new job. I got paid for one week. After paying past due bills to ************ and LP&L, and buying some food and groceries, I have $9 left. I havent been eating much last week or this week, to make sure that Im able to buy food for my son to eat as well as necessities like toilet paper, soap, etc.

  It's bad enough that those jerks stole our emotional support cat, but now theyre stalking me on social media????? That sounds extremely suspicious to me!!! They're obsessed with me and our cat that they stole. It's also very creepy!!!! I hope that I don't have to file a restraining order on those jerks because they're too obsessed with me and are stalking me online. But I will if I have to. 

  When my former brother and his 2nd wife moved my mom to an assisted living facility in *************, they got all of the things from my parents house that they wanted and then they changed the locks on the door so that I wouldnt be able to get anything from there. It was about 4 months later when my former brother allowed us to go to my parents house to get stuff from the house. There was hardly anything left at all. Almost everything was gone. I did not get hardly any memorabilia or memento things from my parents house. The few things that we did get and brought back to ******* from ********, most everything was damaged because it was raining when we got back over here, it was the end of October, and we had no one here to help us unload the **Haul truck and move the few items into our apartment, where we were living at the time. Most everything was damaged. We had to work quickly to get everything into our apartment because we had to return the **Haul at a certain time. We got my moms washer and dryer, but they both fell from the top of the ramp at the back of the **Haul truck and crashed onto the ground. Same thing happened to my dads dresser that we got for my son to use. Hes able to use it for the most part, but the top drawer doesnt open and close very well because it was damaged. Other than that, we got some bathmats and thats about all. My parents had a huge house full of nice, expensive things, and we werent allowed to get hardly anything. 

  Customer response

  02/25/2024

  Proof of the prescriptions that I'm on. These are pictures of the bottles of the prescriptions that I have. Again, I'm not able to get the refill of my clonidine because it costs $10 and I can't afford that until I get paid on March 1st. Unless my FSA card comes in the mail this week, then I'll finally be able to get that prescription as well as my Adderall and Tylenol 3 refills. I have pretty bad arthritis. 

  Customer response

  02/27/2024

  Why am I NOT surprised!!! Y'all are completely pointless!!!! 

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last Sunday my dog went into labor by the next morning she had not delivered her puppies I took her to Live Oak Animal Hospital , first I called to let them know I'm coming I get there the triage nurse goes to the car , check her vitals , tells me she can hear the puppies. She also tells me that my dog is in stable condition and there's three walk-ins ahead of us 2 hours later they put us in a room ,the doctor comes in the check the puppies he tells me she needs emergency C-section to save the puppies. They take my dog for an ultrasound he comes back and shows me x-rays on his personal phone . He explain the position of the puppies then leaves us in the room for 5 hours. By 7:40 pm the nurse comes in to tell me they will be sending her home on pain meds , I refused to take her home in that condition , the nurse comes back with the option to uthinize her or give her up to one of the vets The vet never came back to the room I could here him yelling out , if I'd rather have my dog die or give it to someone who can afford it. I'm devastated by then. I step out to my car to cry when my friend comes out saying a rescue group stepped in to help me pay the vet bill . What I thought was a blessing turned out to be a nightmare. They took daisy into surgery , said they would call me as soon as she gets out of surgery. I did not receive a call all night instead I saw a post on Facebook where this dog rescue group had posted all my dogs information and lies . I called the vet to check on my dog they tell me she's doing great and should be going home at 3pm I asked for the puppies she says there is no puppies .they put me on hold and hang up when I call back a different, person tells me my dog is in bad shape. And all the puppies died . I had to get Texas animal enforcement to assist me in getting my dog back . The vets office gave LOLP group all my private info After I asked them not to . still Noone can tell me anything about the puppie.

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/13) */ The owner's account of what happened is incorrect. Our triage technician did go to car to determine that the patient was in stable enough condition to wait to be seen. Technician confirmed steady heart rate and respiration rate. Fetal heart rates are not able to be heard by stethoscope during triage exam. Owner misunderstood assessment analysis given by the triage technician. Upon examination by the doctor, it was determined the best treatment option would be an emergency cesarean section. The state of the fetuses was undetermined, which is normal in this type of case. We were not able to determine fetal heart rates in ultrasound, but we are not able to definitively determine condition of fetal puppies until cesarean or birth occurs. Owner remained in room for excessive time frame due to not agreeing to treatment terms offered by supervising veterinarian. Owner could not afford cesarean to be performed, declined the option for take home medication, and declined humane euthanasia. These alternative treatment options were offered in an attempt to prevent any further prolonged suffering of the patient. It was then offered to the owner to surrender the patient in order to provide both emergent and ongoing medical care that would be necessary in this specific case. Owner became upset and walked out of the exam room exclaiming "I guess I will just give up my dog then". It was then understood that the patient was surrendered due to the verbal statement made by owner and owner's departure from veterinary facility. A rescue organization then stepped in to help cover costs of cesarean section and follow up care. Once surgery was performed, it was made clear that patient had been in labor for an extended period of time. All puppies were deceased and necrotic. Upon examination of deceased puppies, it was determined that patient was most likely in unproductive labor for multiple days and was not taken in for medical intervention in a timely manner. The rescue involved with funding for patient agreed to take over ownership of patient through verbal conversation. Once owner became aware of patient's case being shared on social media, she immediately began calling clinic attempting to pick patient up. Because owner had refused to sign any forms documenting the surrender of the patient, I had no solid evidence to withhold the patient. I told owner we would not keep her dog from her and she was free to come pick her up. She made several threats about calling the police to escort her, and I told her that would be unnecessary, as she is free to pick the patient up at that point. When owner came in, I spoke to her for a prolonged period going over ongoing patient care, allowing her to pay the remainder of her bill through the course of several months, and encouraging her to bring the patient back for a follow up visit due to the condition of the patient. The rescue who had been involved withdrew all funds, leaving the owner responsible for the bill. I explained this to owner, including going over an itemized invoice of all services performed. Owner approved all services and medications. Owner left card information and claimed that she would return with checks for remainder of balance owed. We sent patient home with all needed medications without any further payment being made. Owner has since blocked all contact from us. Due to nature of the case, inconsistencies from owner, and lack of payment for services rendered, we are considering filing for theft of services.

*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. ↩