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Business Profile

Veterinarian

Sumner Veterinary Hospital PS

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/28/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    So on February 23rd ********************************************************************************************************************************* two areas on his stomach to be drained. Upon showing up for check up and to have the tubes removed they took him back and removed one of the tubes and the other one was missing but they sent me home and told me they will send a text message if I needed to come back in after they spoke with a doctor about the remaining abscess that was still visually noticeable on his stomach. The next morning I wake up to a text telling me that part of the tubes could possibly still be inside of the abscess that still remained on *********** stomach. I bring him in to get looked at and for the problem to get resolved and they tell me that I need to pay another fee for a doctor to look at him even though I tried to explain that this is what I paid for originally to get fixed and now I'm paying for you guys to look at the same problem as before but this time there's a possibility of your guys surgical tube being inside of the incision you guys placed the tube in. And now you want me to pay another fee to fix the problem I paid for and now I'm paying so you guys can make sure you didn't leave anything in the abscess that shouldn't be there anyways. And they wouldn't resolve it as they should of because I didn't have the money to pay them right then and there because of the doctor demanding I pay or they won't look at my cat and his abscess that should of already been dealt with since that's why I paid the $817.80 to begin with. This isn't right for them Todo to people especially when they charge for something they didn't do what they said . I am very upset and hopefully they will fix this problem as they aren't doing good business and is going to hurt them in the long run.

  • Initial Complaint

    Date:01/16/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    In early 2023 I brought an aquaintence's dog to the sumner vet for a visit. I paid with my own card at that time and was immediately reimbursed by owner. I was a friend of that person at the time and it was just a favor. I told the vet to not store my information in that system because I am not the owner or caretaker of that pet. Obviously that vet was careless and stupid to keep my card on file which they had no permission to do so. In ***************************************************************************** and paid for services and used my card on file. There should be no card on file and I am not the caretaker. I never gave them permission to charge my card, twice or even once in ****. The vet never attempted to call me to ask permission and they had no business using a bank card that requires me to BE PRESENT TO CHARGE THE CARD!!My bank card IS NOT A CREDIT CARD and the vet had to have done this on purpose because it is not a credit card. So they had to know what they were doing when they did it. That is fraud. They overdrafted my account as well; which they did not care about at all. Lastly, the vet claims that the customer told them that they had permission to use my card on file. I never gave these people permission because I dont speak to these people anymore and have severed ties some time ago. The vet states that they told the customers that they were billing my card; and the customers state that they never knew whose card was being billed. How is this possible? Total negligence. The receptionist on the phone last week was rude and obnoxious. She acted like I was a liar and I was the problem. She is a thief and a liar herself. My bank card is requiring me to be there and it is impossible to use that card without me being there. So that means the vet charged it knowing that they were not allowed to and they never bothered to call me to ask or inform me of what was going on either. Total negligence. I would FIRE THAT RECEPTIONIST IMMEDIATELY .

    Business Response

    Date: 01/17/2024

    Thank you for speaking with us today. We did refund your dollar amount on 1/12 however there was a weekend in there and Monday was a holiday and that is why you may not have received the credit to your account as of yet. We are sorry this happened to you and have coached our front desk team to verify the last four digits of the customer credit card prior to charging. 

     

    Thank you,

    SVH

  • Initial Complaint

    Date:11/09/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    they quoted me 12-1500 for an emergency procedure for my dog. When it was said and done it was **** and they had no explanation of why they went 200 dollars over the quote. The whole time they were notifying me that everything was by the book and nothing extra was needing to be done. Had to pay the total amount and then when I got my credit card bill I realized they had double charged me for the office visit 173$. I have been fighting it with then for over 3 months and finally disputed it with my credit card. They started hanging up on me and not responding to my emails when I tried to get them to resolve this. Including the unexplained 200 dollars over the quote and the double charge for 173, they charged me an extra 373$.

    Business Response

    Date: 11/10/2022

    We have been in contact with this customer and provided all documents necessary. He has become verbally abusive to our staff, specifically our Assistant Hospital Manager who contacted the customer via email. His pet Chaos ingested rat poison and ended up spending the night in our ER with round the clock care. We have provided this customer with documents however, he claims we have overcharged him, when in actuality, we came within ***** over our original estimate. The customer does not owe us any money; he is dissatisfied with the final dollar amount  that he paid.
    Attached you will find a financial estimate that the customer signed.
    As you can see from the Required Deposit notes, it states: This estimate is not a firm quote and as such is subject to change due to unforeseen circumstances. Due to the complex nature of most cases we see, the final charges may vary from this estimate. The customer signed this form stating he understands. 
    On 8/16, our hospital manager did respond to a request for more information. Here are the notes: 
    Hi Chase,

    We spoke on the phone earlier in the week regarding your payments for you visit on 8/5-8/6.

    I have attached the receipts for deposits, the invoice and the refund that was processed on your account.

            $173 taken on a **** as a deposit at check in. This was a credit on the account to go towards the exam.
            $1500 taken on Care Credit when Chaos was admitted to the hospital. This combined with the $173 deposit gave you a credit of $1673.00 on your account.
            Total invoice for hospital stay, including initial exam, came to $15*****. When this amount was taken from the two deposits that were on your account ($1673), it left a credit of $150.50
           $150.50 credit was refunded back to the **** 08/06.

    I know you mentioned you feel you were charge for 2 exams, this is not the case and I am hoping the attached clarifies this. At check in $173 is taken as a deposit. It left a credit, which is where the $1673 is coming from after the $1500 was collected on Care Credit.The total came to $15***** which was more than the deposit taken on Care Credit. That is where the $150.50 refund is coming from. I am unable to refund an additional $173 to your ****. The system declines it because $173 was the only amount charged on the **** and $150.50 of that was refunded already. The system will not allow me to give money that was not taken. The system would only allow me to refund $*****, which is the difference between the $173 originally charged and the $150.50 that was refunded.
    This customer has taken to social media to blast Sumner Veterinary Hospital and this post has been shared 12 times. 
    We have also emailed the customer again with this same response on November 8th at 3:24.
    We are happy to work with a client that is not verbally abusive and if the client can show us on his credit card statement a different amount of charges, we would be happy to investigate. Leaving negative reviews and responding to negative social media on our page is not how we would prefer to communicate.

     

  • Initial Complaint

    Date:07/29/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We went in to the vet at 6:30 am on the26th. My dog Coal has grass seed burrowed in his paw and they had to make incisions to flush it all out, they stitched him up and prescribed medications, and collar, and sent us home. We were charged $853, including the charge for the restraint collar, but they (negligently) didnt give us the collar before sending us home after 6 hours of waiting in the car in 90+ degree weather. Without the collar I tried to put a sock on him and tried to keep him from licking his wounds, but hes a dog and he got the stitches out within 8 hours. So I called them back and let them know what happened and they refused to repair their mistake or help to remedy the situation in any way. I was told I would have to bring him back to the emergency room and that I would still have to pay full price for new stitches and for the visit. They wouldnt even see him quickly they wouldve had us wait another 6 hoirs. I didnt even get an apology for their mistake. I had since just went down to get the collar, and the next day my husband took him back and they said h*** be ok without stiches. Im still appalled and angry at their negligence and refusal to rectify the situation.

    Business Response

    Date: 08/10/2022

    We are so sorry to hear about your experience. We will take this information and discuss internally.

     

    Thank you,

    Sumner Veterinary Hospital

Sumner Veterinary Hospital PS is NOT a BBB Accredited Business.

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