Complaints

This profile includes complaints for Petshotz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Petshotz

  3306 N St. Mary Street San Antonio, TX 78212

• 

  Petshotz

  210 Tuleta Dr Bldg 3 San Antonio, TX 78212

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:02/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The receptionist and vet tech told me that THERE IS NO WAY TO AVOID LONG WAITS, thats just how they do it there.Really, really long wait times. They told me to arrive at noon, and I was on time. I took my cat for a spay and waited over two hours before they took her in. When they called me a few hours later to pick her up, I went to the office immediately and still had to wait 90 minutes for them to give her back to me.The waiting area is very small and chaotic, and since they do not honor appointment times, dogs and cats are showing up all at once in a cramped space. My cat was returned to me catatonic, with half of its body shaved and covered in iodine. They seem to prioritize quantity over quality.

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Called business, explained that my cat brought in bat and Animal control officer picked up bat for rabies testing said we must take cat in for rabies vaccination the same day. Was told would be $68 per cat on phone. Took 2 cats because unsure if other was involved. Told me blood work was required and could not be declined to get vaccinations (extra $190+137 for vacc and exam=$327). Check in 2hrs. 3 hrs for treatment, called me for pick up. 2hrs till cats we received (totaling 7hrs of my time). Then was told they could not give the vaccines because the cats' platelets were low. ONE cat has slightly low platelets which is not a contraindication for vaccines. Other labs normal. No fever. Wbc's (markers of infection) are normal.They wanted to prescribe me unneeded steroids and antibiotics (another charge which I declined since no evidence of infection was present) and have me come back in a week to get the vaccines (A WEEK AFTER POSSIBLE RABIES EXPOSURE). Literature states cats should be given a dose of the rabies vaccine w/in 24hrs of possible exposure! Only got a refund of $76 for the vaccines I did not receive AFTER having to ask. Called my regular ************ They told me bring in the cats the next morning along with the blood work results from petshotz. Vet checked vitals and blood work and said there was no reason cats could not get vaccinated and they did not need antibiotics. Was also told that while they would have recommended the blood work, I could have declined it had I come there to begin with. Paid an additional $131 to other vet (a discounted rate after explaining my situation with petshotz). Original cost from new vet would have been approx $200 (exams&vaccines). I paid a total of $382 due to extra testing that I was told I had to have to get them vaccinated (and then not getting vaccinated). Possible rabies exposed cat received rabies vac approx 36hrs post exposure instead of w/in 7 hrs had they been given when they should have been.

• Initial Complaint

  Date:06/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought 2 feral cats to ********* to be spayed. I was very clear when making the appointment and when dropping off the cats that they were FERAL and I was working on TNRing (trap, neuter, realease) the colony of cats that has been growing uncontrollably in population. I had moved the cats from the traps into carriers (utilizing leather gloves and with a lot of difficulty and assistance) in order to utilize the traps to attempt to capture more cats needing to be spayed/neutered. Because they were in carriers the manager, ******************, said that I had to pay the full amount (which was no issue and came out to be over $200) but I reiterated that they needed to be spayed and have their ear clipped in order to be able to see which cats had already been spayed/neutered to not retrap the same ones and put them through unnecessary surgery/trauma. When I went to pick them up I was notified that because the manager labeled them as ************** due to a policy she refused to show me, they had refused to clip the ear of each cat and the used the non dissolving sutures. I then spoke to the manager, ******************, requesting them to clip the ears and again thoroughly explained the situation. ****************** refused to supply the alleged policy and stated that ************** couldnt have their ears clipped and they use non dissolving sutures-I would have to pay for anesthesia for the cats and for a cosmetic surgery to have the ears clipped despite having asked for them to be clipped and repeatedly explaining these are TNR feral cats. ****************** repeatedly refused to show the policy, I could not find it on their website, and she blatantly refused to give me her supervisors information while stating she was the manager. There is no reason to withhold information that I believe the customer should have access to. This is also gross negligence in the care of these cats-they now must endure extra trauma and sedation for something that should have been done initially.

  Business Response

  Date: 07/12/2023

  Re:       ******************* (Compliant ID *********
  
  On 6/19/2023 ******************* called our appointment line to inquire about services offered at our facility. She inquired about the free spay & neuter program, our Neighborhood Feral Cat Spay & Neuter Program as well as the general prices for spay and neuters. She informed the appointment line that she had two cats that were indoor/outdoor and she wanted to have them fixed.

  -******************* was informed she did not qualify for the free spay and neuter program offered by the ******************* because her zip code is *****. That is not a zip code under the current qualifying free spay & neuter zip code ******
  -******************* was informed she did not qualify for the Neighborhood Feral Cat Spay & Neuter Program because her cats were her personal indoor/outdoor cats.
  

  (Our private Neighborhood Feral Cat Spay & Neuter Program is a discounted community program designed to help with the overpopulation of free roaming cats. It is not intended to be defrauded or utilized by residents as an alternative means to have their personal ************** spayed or neutered at an even lower cost. We appreciate the honesty and efforts of those residents who utilize the Neighborhood Feral Cat Spay & Neuter Program for its intended purpose.)
  

  Therefore, the appointment line representative continued to inform ******************* of our general spay and neuter options and cost. ******************* continued to discuss with the appointment line that her cats are indoor/outdoor and if we would still clip the ears. The appointment line representative informed ******************* that ear tipping was only performed with the Neighborhood Feral Cat Spay & Neuter Program. The appointment line represented informed ******************* that she was more than welcome to discuss any further services with the main office upon her arrival.  
  

  ******************* scheduled her appointment with the appointment line at regular cost on 6/19/2023. Rain ***** was fully aware she was NOT scheduled under any free, neighborhood or feral cat program due to her NOT qualifying for these programs.

  On 6/26/2023 ******************* arrived at our facility for early drop off of her pets. She signed her pets in, completed paperwork, paid for services at regular cost as specified per her scheduled appointment on 6/19/2023. *************** pets were then escorted by the technician to their kennels,and she was informed that she would get a call from our office when her pets were ready for pickup after surgery.
  

  However, ******************* did not leave the facility. She continued to socialize in the waiting area. During this period, she repeatedly interrupted the front desk personnel by interjecting a conversation with a client who was there under the Neighborhood Feral Cat Program. Rain ***** began to interject and was informed that she would be assisted once the front desk personnel finished speaking with the individual that was being assisted.
  

  ******************* questioned the difference between her position as bringing her personal indoor/outdoor cats for surgery and paying regular cost instead of paying the feral cat fee. I explained to her our policy again, as stated below
  

  (Our private Neighborhood Feral Cat Spay & Neuter Program is a discounted community program designed to help with the overpopulation of free roaming cats. It is not intended to be defrauded or utilized by residents as an alternative means to have their personal ************** spayed or neutered at an even lower cost. We appreciate the honesty and efforts of those residents who utilize the Neighborhood Feral Cat Program for its intended purpose.)
  

  I then brought her paperwork to her, showed her paperwork to her, explained how her cats are in carriers, appear to be companion pets and not feral cats brought in traps (in her words indoor/outdoor cats at her home).  I repeated her conversation she had with the appointment line. ******************* stated she understood she then left the facility.At this point, no services had been rendered, all questions were asked and answered. ******************* had an opportunity to deny and cancel, if she desired, as we do not perform any services unless approved and paid for by the clients.
  

  On 6/27/2023, I called ******************* prior to the surgery of (1) cat presented as a male however the cat was actually a pregnant female.I asked before proceeding with the spay procedure if Rain ***** wanted to proceed due to the cost of the spay, pregnancy fee, and medications recommended for the ongoing procedure. ******************* verbally agreed to proceed. After the pet was out of recovery, I called ******************* and informed her the pets were ready for pickup. ******************* then asked if the pets were ear tipped. I informed her they were not because they are not neighborhood feral cats. ******************* stated her pets are indoor/outdoor pets. I explained once again, they are NOT neighborhood feral cats.
  

  ******************* also stated she wanted her cats to have a cosmetic procedure performed such as ear tipping like feral cats so her pets would not get picked up to signify they were fixed. I informed ******************* at this time that we do not perform such cosmetic procedures such as ear cropping,tail docking, etc. on owned pets. But, all surgeries receive a green tattoo indicating they are fixed.
  

  Upon arrival at our facility, ******************* disrupted our lobby by insisting on overtalking other customers, demanding ear-tipping services, screaming about the Better Business Bureau, and being unruly with the staff. The policies, procedures, prices, and expectations had been discussed with ******************* from 6/19/2023 the day of scheduling until her arrival back to the facility on 6/27/2023. Once again, I informed ******************* at this time we do not perform such cosmetic procedures such as ear cropping, tail docking, etc. on owned pets. I explained to ******************* the cost for cosmetic procedures would range at least $300; therefore, we are not performing the procedures at this time.
  

  On 6/27/2023, I attempted to finalize payment with ******************* however she declined the take home pain medications for both cats as well as the recommended treatment medications and LRS fluids for the pregnant female cat. ******************* stated upon leaving the facility that she would take scissors and cut her cats ears herself before paying for a cosmetic procedure.
  

  ******************* also refused to pay for verbally agreed and approved upon services rendered leaving a balance due of $34.00 for her pregnant cat which is considered THEFT OF SERVICES.
  

  To clarify, our private Neighborhood Feral Cat Spay & Neuter Program is a discounted community program designed to help with the overpopulation of free roaming cats. It is not intended to be defrauded or utilized by residents as an alternative means to have their personal ************** spayed or neutered at an even lower cost.We appreciate the honesty and efforts of those residents who utilize the Neighborhood Feral Cat Spay & Neuter Program for its intended purpose.
  

  In addition, this program is not funded by any ****** It is a program created and designed by the owner of the facility to help more customers within the community.
  
  **************. Management

  Customer Answer

  Date: 07/13/2023

  Complaint: 20246700
  
  I am rejecting this response because: there are multiple false statements in their response. I was very clear that both cats were feral. This company is negligent and providing false testimony. I was very clear on the phone and in person. These false statements force me to request review of the recorded phone calls. I repeatedly informed all employees I dealt with that the cats were feral. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:09/12/2022

  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.

  went to pets shotz to get my female cat spayed and payed $139 for shots and the spayed on the way home her stitches cane undone not even 10 mins we went back told us they were gonna fix it. So we headed back they closed at *************************** line and waiting .She came back out and gave her staples and antibiotics . Then find out we got charge for a revisit and the antibiotics charged us another $52 they didn't even tell us when we got there or tell us anything over the phone . there were gonna charge us til after they did it.?! What if u i didn't have the money ? They need to let ppls know before doing it that's money I really didn't have. I really don't recommend that place it stink staff is very rude especially the lady manger who is in the front .never answer the phone it was ridiculous . We called back asking if we were gonna get charge when we go back in 10 days the same lady said "well did you check your paper work what does it say she kept repeating herself saying that over the phone so we just hung up . There was another number on the paper work we called and it was the doctor number we even told him about the situation he said that we would have to call the front office that that number was his personal number? But it's on the paper work in ink. So why is it on there though. If they don't want people calling his number it shouldn't be on the paper work