ComplaintsforPAW Health Network, Inc.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 9th i paid $830.43 to paws health network for my puppy to be seen. They made us wait 4 hours outside in the parking lot,pushed us back in priority 2 times ran unnecessary tests that they didn't even document. The tests the did document they said they were preformed on 08/10/2024 which is obviously impossible as it's not even that date yet. Told us we still needed to do further treatment for our puppy which we no longer had the funds for, then made us sign a paper saying we were taking our puppy against doctors orders. That next day our puppy passed the blockage that brought us in there in the first place. Had a similar situation in 07/05/2023 when we took our dog in with parvo they treated him charged us $700 and our dog died the next day. These animals are our family and we were not treated with respect. I feel we were ran through the ringer twice now with this same place and if you refuse to pay they will not give you your animal back which I feel is unlawful.

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We brought out cat in and before even running a single test they advised we put him down, which based on reviews seems to be a running trend at that facility to went to just kill the animal rather than help it. When we said no we want to see what can be done they presented us with a surgery option ranging from $5000-7000. Not till we mentioned trying fluids and such were we presented with that quote which we had to pay the low end ($1600) before they would even do anything or let us see him. Upon looking at an itemized bill I see two separate hospitalization fees for $150 each because of a shift change and $35 for an e collet which wasnt used and we have a recording of the vet tech telling us it went used, as well as $184 for a second set of **rays which was done after we told them we were coming to get our kitty. As well as a holiday fee of like $164 which is strange when its a 24/7 365 clinic Then after speaking to a close friend who is a vet tech we were told we made the right call and they were awaiting his arrival tuesday morning and said he may need surgery but should pull through just fine..after being told by the clinic we should just put him down. On top of it when I requested copies of the **rays the receptionist said they couldnt do that and I said weird they let me take pictures of them last night she flat out called me a liar, and didnt even apologize when I showed her them on my phone. This is supposed to be a place to help animals and seemingly they just want to kill then get paid and move on and dont care how they treat animals or people. When I emailed them explaining our experience I was served with a no trespass letter which again seems to be what they do when someone voiced concerns about there business practices

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Summer of 2021 my cat was ill and I took him to PAW Health in ************. My pet sat in a kennel for most of the day before anyone checked him out. He was put on a handful of medications and sent home. Days later it was apparent he had an abscessed tooth and I had to return him to PAW Health. They had me schedule an apt in order to extract the tooth.The day I took my feline in we arrive right away in the morning. At 2pm I called because I had not heard from them regarding a pickup time. I was informed that all of the shelter animal spay/neuter surgeries were being performed before my cats tooth extraction. So at this point my feline has not eaten since the night before (about 17 hours) and was still sitting in a kennel.Finally at 6pm I was called that I could pick up my cat.Afterwards my cat became very sick, would not eat and could not walk. I had called PAW Health and was told I could bring my feline in and he would sit in the kennel until other 'priority' animals were taken care of. I explained that his illness was a direct result of their care but I was told I can bring him in and they would get to him when all other 'priority' cases were finished.My cat ended up with vertigo and after speaking to his primary vet I was told that utilization of a specific appliance to keep an animals mouth open has been strongly discouraged by vet associations due to the risk of damage the pressure on the jaw joint causes.I filed a formal complaint with the ********* ********** of ************ Trade and Consumer Protection regarding this matter.Which brings me to today (2/3/23). I received a letter from Paw Health for "Denial of ********** Services" which states, "PAW has decided to cease providing veterinary services to you and your animal patients indefinitely".Filing a complaint to make them accountable has prompted a threatening letter ("do not enter our property....take any available lawful actions to remove you....")

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We took our dog to PAW Health Network in ************, ** due to her getting into her dogfood and gorging herself on it. (She had done this one other time and we had taken her to our regular vet - but this time it was after hours.) We checked her in around 7 pm and were told there were 23+ animals ahead of her in line, and that they would call and update us when she was seen. I called back and asked if they would give her fluids, as that what our vet did and that was standard of care for that situation, and they were non-committal and reiterated that they would "move her up the queue" only if her situation warranted it. The next morning at about 8 am I got a call from the vet, who asked questions that made it clear he did not even have the most basic information about our dog. He then said she was fine and we could come pick her up. When we got her she was very lethargic and looked markedly worse than what she did when we took her in. I gave her a few bowls of water, and over the day she perked up, but she was clearly very dehydrated. It is clear that their "triage" method allows them to take in far more animals than they can care for - we were lucky, but our dog is young and healthy. If she had had bloat, I shudder to think what would have happened. When (over the summer) some people on the Nextdoor App were sharing their experiences there, i shared mine as well. I was shocked how many people had had very bad experiences there. And today, I got a notice in the mail of a "Denial of ********** Services" saying that our animals are no longer welcome at PAW. There is no other reason that I would have received this other than sharing a bad review on social media as we had almost no interaction with the staff. We live in a rural area, so this is really concerning that instead of seeking to improve their bad practices, the business is lashing out barring customers. Obviously we were looking for alternate care for other reasons, but to receive a letter like this just seems extreme.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The attached documents pretty well sum up the issues I've had with PAW Health Network. I took my pet there 10/1/21, filed a formal complaint on 10/2/21 and specifically requested a phone call follow up preferably from a an owner, supervisor, or manager (or someone in authority). Not only did they refuse to give me a name of anyone in authority, they hung up on me twice. I had to wait until 10/16/21... and got a very generic, formatted, "copy and paste" reply that failed to address all of my concerns and was signed by a CVT (certified veterinary technician). A CVT is an unlicensed assistive personnel. The formatted, "copy and paste" letter stated they would not fax an invoice or records to my pet insurance due to heavy case loads and needing the time for patient care. Sending a fax literally takes a few seconds and is probably even faster than sending me the records as an email attachment. The formatted, "copy and paste" letter also did not even address the rude staff who hung up on me or their "policy" of refusing to let the owners be with stable pets. I was able to find the owner's name online and sent ************************* a letter and copy of my complaint email and the formatted, "copy and paste" letter I got in response and asked for the opportunity to discuss my concerns in a phone call follow up. I sent the letter 10/22/21 and received no response. I sent one last email 11/2/21 asking for a response within 48 hours - no response. Also, the formatted, "copy and paste" letter closed with "We hope that ****** is continuing to improve and is doing well at this time." If they had bothered to look at her records, they would have known that there was a good chance she had cancer. ****** is dead. I want to file a formal complaint against this company and I would like someone in authority to follow up with me. I appreciate any assistance in this matter. Thank you.

*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. ↩