Complaints

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:12/13/2024

  Type:Service or Repair 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.

  In September 2024, my cat was spooked by a firework shot off by someone outside and he ran off. I looked all over for him and decided on 09/23/24 to look in a ******** group called Lost and Found Pets of *************. I came across a post about a deceased cat that was found on 09/21/24 and it described my cat. I sent a message to one of the group Admins and asked if he had a picture to verify. A couple of hours later, an Admin replied to me with a picture and it was my cat. I was devastated. I was told that he was at Summit Veterinary Referral Center and on 09/24/24 I called and spoke to a Manager named ******** and asked her where to proceed from here because I had never had this happen before. She informed me that my cat could be cremated privately for $314. I told her that I would make a decision and call her back I called her back that same day and proceeded with making the $314 payment and I was told that I would be contacted when the ashes were ready for me to pick them up. Weeks passed and I began to wonder why I hadn't heard from Summit and since I had no knowledge of how long it takes to receive ashes back, I did some research on ****** and learned that it is generally anywhere from a day or two up to 2 weeks. On 10/16/24, I called Summit and asked how much longer it would be as it had now been 22 days. I was told that it could be up to 8 weeks ! I was shocked. I had not been told of this. On 10/24/24, Summit called to tell me that they were ready to pick up. And on 10/25/24, I went to Summit to pick them up. I was handed a gift bag which I opened at home to find several items that I did not order nor was I ever told that this is what I was paying for. They had chosen an urn although I had already chosen and purchased one myself. I was never once told that I was purchasing anything but his cremation and ashes. How selfish of them to choose items for me not knowing my cat at all. Because I was never aware of this, I would like a full refund. Deceptive.

  Business Response

  Date: 12/20/2024

  Dear ****** ********,

  Thank you for bringing your concerns regarding our End of Life process and communication to our attention. We apologize for any inconveniences that may have contributed to an experience that doesn't meet our standards. This email is to confirm that we have reached out and made contact with you to discuss your experience and reached a resolution together. Please don't hesitate to reach out to us if there is any more feedback you'd like to relay or if you have any additional questions. Again, our deepest condolences for your loss of Scooby. We wish you all the best this holiday season!

   

  Sincerely,

  Summit Veterinary Referral Center
  

  Customer Answer

  Date: 12/21/2024

   
  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:03/04/2024

  Type:Service or Repair 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.

  Doctor took X-Rays of my dog and was told they came back clean. Another doctor told me over a week later that my dog has cancer and likely won't live. We paid to have the dog treated for something else, which we would not have if we knew this prognosis ahead of time. This is absolutely malpractice and needs investigation.

  Business Response

  Date: 03/21/2024

   Date: 3/21/2024                                                                                        
   Dear ********************,
  
  I am the medical director at Summit Veterinary Referral Center where ************************* was hospitalized. ***** presented to our hospital on 2/23/24 after referred from another hospital (****************************) for anemia and poor appetite.  She had a severe non-regenerative anemia with possible causes including precursor immune mediated anemia, bone marrow toxicity secondary to phenobarbital, or early immune mediated hemolytic anemia (IMHA).  Thoracic radiographs were taken on 2/23/24 which revealed "radiographically unremarkable thorax"according to a boarded radiologist.  The spleen was noted to be enlarged which is not unexpected in dogs with anemia.  On 2/23, Dr. *** was concerned that *****'s right mandibular lymph node was firm.  The mandibular lymph node is under the jaw next to the mandibular salivary gland.   No radiograph was taken of this region as this would not be the mode of imaging that would be used to evaluate this area.  Typically the course of action for a firm lymph node would be to perform a fine needle aspirate of the lymph node.  Dr. *** performed a fine needle aspirate of this this structure on 2/23 and evaluated the sample under the microscope.  She only noted inflammation in this sample.  
  
  An abdominal ultrasound was performed on 2/24/24 which revealed diffuse changes in the liver which were thought to be due to metabolic disease.  A small amount of debris was noted in the urinary bladder which was thought to be due to either crystals in the urine or blood in the urinary bladder.  No overt evidence of cancer was noted on this ultrasound.
  
  Amara was discharged from the hospital on 2/27/24 on immunosuppressive therapy for suspected immune mediated hemolytic anemia (IMHA) or precursor immune mediated anemia (PIMA). 
  
  She had a recheck on 2/29 with Dr. *** and then represented to our ER service on 3/2.  On 3/3 the suspected enlarged right mandibular lymph node was aspirated again and the samples were submitted for review by a boarded veterinary pathologist.  The aspirate from the suspected right "mandibular lymph node" returned as a carcinoma with inflammation and necrosis.  It is likely that this represents a salivary gland carcinoma based on the presence of mucus and saliva.  The mandibular lymph node and mandibular salivary gland lie directly next to each other which also suggests this is the case.  A salivary gland carcinoma is a malignant cancer.  It is very possible that the initial aspirate that Dr. *** evaluated only revealed evidence of inflammation since we know that inflammation was present in the second obtained.  Unfortunately, fine needle aspirates and cytology are not 100%accurate in diagnosing cancer in dogs.  While it is possible that *****'s precursor immune mediated anemia occurred secondary to the salivary carcinoma,it is also possible that these are two independent diseases.  Unfortunately,there is not a test that can determine whether these two are related. Since ******************** notes that an "abnormal abscess" was noted on X-rays and that "further testing shows that it is cancerous," it should be noted that this is not the case.  No cancer was found on a radiograph (X-ray).  The cancer that was found was noted based on palpation of a firm structure underneath the jaw.   In addition,there is not evidence of metastatic cancer on Amara's imaging studies (thoracic radiographs and abdominal ultrasound). 
  
  Please let us know if you have further questions or concerns.
  
  Sincerely,
  *****************************
  
  *************************, DVM, ACVIM
  Small Animal Internist and Medical Director
  
  Summit Veterinary Referral Center
   2505 **************************
   ******, ** *****
   ************ 

  Customer Answer

  Date: 03/21/2024

   
  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:02/25/2024

  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.

  February 20, I took my dog Koochie to Summit Referral Vet. He was diagnosed with internal bleeding from a tumor in his liver. He was given IV fluid, pain killer. He stayed overnight in the hospital for further treatments. The veterinarian explained to me the options. I agreed to try everything to save my beloved dog...I made deposit for $7000 to cover the treatments.The next morning, February 21, another veterinarian informed me that my deposit of $7000 was running out due to the cost of treatments. And my dog was in need of blood transfusion. I agreed to proceed with everything to save his life. Unfortunately, they informed me that my dog passed away. They couldn't save him. However, I was charged for $11,503.66 and nothing could help my dog. I would hope for the billing adjustment and a refund from Summit Referral Vet.

  Business Response

  Date: 03/21/2024

  Date: 3/21/2024

  
  Dear ******************,

  
  This estimate you were given was an estimate for the first 24 hours of hospitalization for
  Koochie. This estimate was $5,000 to $7,500 approximately. I have attached the signed
  estimate for reference. ********** did mention to you that this did not cover any diagnostics
  that would occur the next day and there was a potential that Koochie would need blood
  transfusions, which was not covered in that estimate.

  Koochie started to decompensate that morning and we had to provide emergency
  supportive care, including transfusions and CPR. We attempted to contact you several
  times, via phone calls, text messages, emails, and were unable to reach you for a few
  hours. I have attached our communication log for reference. When you did arrive,
  ******* was undergoing CPR and you elected to stop based of the Criticialists prognosis.
  

  As you said in your statement, you agreed to proceed with everything to try to save
  Koochies life. Our medical teams did what they could for Koochie. I have attached all
  medical recording for reference.

  
  If you have any additional questions or concerns, please reach out to us directly at **************** and ask to speak to the ***************** Manager, **************, or Medical
  Director, *****************************.

  
  We are very sorry for the loss of your pet Koochie.

  
  Sincerely,
  **************
  ***************** Manager
  Summit Veterinary Referral Center
  **************************************************************
  ************

• Initial Complaint

  Date:10/10/2022

  Type:Product 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.

  It was advised to submit a secondary complaint regarding Summit Referral Center.Im simply responding to Director, *************************** statement of What we can do to make this better or close the case? The first response is communicate truth and transparency.The second response is to compensate for ********** treatments. In the 3rd party report conducted by Summit the Medical Director *************************** shared the communication should have been better between the Doctors and employees. This is exactly what I experienced was lack of communication which ultimately affected the professionalism of the staff. The level of communication should have been at a much higher level. Ive only talked with Medical Director, *************************** which there was no solutions, but she did ask what they can do to make this better or close the case. At this time and via this channel of resolution Im requesting full refund of ********** care.

• Initial Complaint

  Date:06/04/2022

  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 Saturday May 28, 2022 we took our cat ************************* in for an emergency visit. The first vet(female) was incredible. super thorough and transparent with results, treatments, and concerns. On sunday May 29,2022 we got a new vet(male). He went over his thoughts, treatment plans, and next steps. He scheduled an ultrasound and would go over them and let us see Thor at 3pm. Which my wife and I planned to pick him up if the results were clear. Well we got to see Thor at 3pm, but the vet was busy. We were told they would call with results. Well we call back 5 hours after his ultrasound and receive no results. We were told they were short staffed and would give us his results when they had the time. Which was just racking `up our ****. They call at 8pm which is now 6 hours after his ultrasound and finally given the clear. We ask to pick him up and we do. So we got an extra 12 hour charge because it took them so long to get to it when it should have only been 6 hours. And we filled out the paperwork stating he was an indoor cat only. They ran a test that is mainly for indoor/outdoor cats without asking us. We told the vet after he ran the test again that he in indoor only, he immediately went "oh I was under the impression he was an indoor/outdoor". They double charged us for that one test. We were told we would get his results in 1-2 days. We got nothing for 5 days. So on the fifth day, June 3 2022 we call for results. And we are told we would get a call that day. Friday passes with no call, so I call after another vet tells us we are waiting too long for results. The receptionist is extremely rude and hangs up. My wife calls and they confirm they have had Thor's results and are going to call yet again but they cannot guarantee when. Meanwhile we were told to bring Thor to his vet In one week which would be tomorrow June 5 2022. We cannot do that without his results. We are seeking reimbursement for his tests and the extended stay they kept him in because of them.

  Business Response

  Date: 07/05/2022

  To Whom it May ************************ manager, *********************** reached out to ******************** on June 4th, 2022 to discuss her feedback from an online review. She apologized for the double charge and the delayed response on the test results. She refunded the duplicate charge as well as the cost of the initial test. She also provided her with negative test results. As a result of this conversation, ******************** was refunded $325.60. If there are any outstanding concerns, we are unaware of them. We would be happy to resolve them with them with the client directly. 

   

  Sincerely,

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

  Hospital Director