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BBB Accredited Business since
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This company offers veterinarian and pet dental services.
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A BBB Accredited Business since
BBB has determined that Norterra Animal Hospital & Grooming meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Norterra Animal Hospital & Grooming include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Arizona State Veterinary Examining Board
9535 E. Doubletree Ranch Road, Ste. 100, Scottsdale AZ 85258
Phone Number: (602) 364-1738
Fax Number: (602) 364-1039
Type of Entity
Professional Limited Liability Company (PLLC)
Business ManagementMr. Wayne Anderson, Member Ms. Cheryl Akers, Group Coordinator Ms. Brea Scott, Practice Manager Mr. Christopher Snodgrass, Member
Related BusinessesArrow Animal Hospital
Animal Hospitals Pet Grooming Veterinarians Acupuncturists Dentists Veterinary Emergency
Alternate Business NamesNorterra Animal Hospital, PLC
2005 W. Happy Valley Road #180
Phoenix, AZ 85085 (602) 845-5930 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I took ***** my teacup puppy to Norterra on Sunday, June 30, 2013 thereabouts, she broke her leg. I saw *** *******, and she should me x-rays and told me puppy needs surgery to fix broken leg, I told her I can not do surgery, A) because I do not believe in it and B) I can not afford it and I was crying extremely a lot. I told Dr. I have never been in this position before. and that I have never experienced a puppy broken leg and due her puppys size of only 2 pounds, this is very fragile for me because she is extremely tiny and captured my heart. And *** ******* said, if it was me, I would be getting surgery, and made me feel so bad about it. She put cast on puppy leg, down, after 7 days I returned with puppy to Vet because bandage came down off leg. I saw another vet who was extremely nice and took time with me, and bandage puppy leg up and didn't tell me, when I got home, I didn't know puppy would be on 3 legs, it scared me, because no one told me. But the main point is *** ******* only wants to talk about surgery and not talk about helping fix puppy in any other manner,,,and if I don't do surgery, I thought I had to give puppy away, as a last resort, because they made it seems like this is very bad, and only surgery and surgery the only way. Come to find out through friends and internet, that puppy will heal, and be fine, she is not a show dog, so limping is fine with me, because I love my puppy. I believe they took advantage of me, because I was crying very hard, because I was so upset for little puppy who sleeps with me and is my friend. I was naive to all of this and now feel I was taken advantage of.
Desired Settlement: Refund of money I paid, which was 400.00 minus the medication for puppy that was fine.
We received notice of a complaint filed to the BBB by ****** ******* on July 20th, 2014. This letter is written in response to the complaint submitted by *** ******* in regards to her dog "*****" and the care she received at Norterra Animal Hospital and Grooming. We recognize that an unexpected injury with a pet can be an emotional time for our clients and we do empathize with them during this stressful time.
Enclosed is a copy of the signed treatment plan providing consent for the treatment s performed on "*****" and the acceptance of financial responsibility, along with examination notes from her two visits. We have also included a handout provided to the owner on the proper care of "*****'s" bandage as well as documentations of conversations with *** *******. Please feel free to contact us if you should require any further information or documentation regarding this complaint. We wish "*****" the best of luck with her recovery and would be happy to provide any future services to "*****" and *** *******.
Better Business Bureau:
July 31, 2014
In response to the Norterra Animal Hospital, my position is that on July 13, 2014 when I took ***** back to the vet’s office, they indicated that her leg was not healing properly and she still needed surgery. This is upsetting because puppy was walking around good. When I heard this, I was overwhelmed and did not know what to do, then the puppy was bandaged and we went home. On July 18, 2014, Friday, 5 days later, I have a video of puppy who is walking completely fine. Video can be seen on ********, ******** ******** ****** at ********************************************* , as evidence.
To this date the puppy is entirely healed and walking, running, sitting, playing on all fours. The other options are mentioned in their letter but I do not recall them being said to me. The option I choose was a split for puppy and the Dr. told me “I don’t even have a splint small enough” for a 1.9 pound puppy, this added to my confusion, this added to my dismay. If a vet doesn’t have a Popsicle stick, was I supposed to supply them with one. Then I cried more. The additional tears is because my puppy is my life, my only love and restores me from outsiders when I am being oppressed.
But this was not portrayed, yet I was still being persecuted into surgery, which I cannot consider. I paid $418.18 cash, total paid in full, as the invoice enclosed is not correct. Thus, I question the charge of “Bandage Medium” $59.00, when it should be “small” for 1.9 pound puppy. And Sedation for $76.00, as puppy was not put under or sleepy when I took her home that same day. Request of $135.00 refunded.
The kennel was used for puppy and I was in training class from 8 to 1, home for 1 hour, then work from 3 to 8, that is the reason and she was puppy, but who didn’t control her potty, but now does, that is why pillow in kennel was soiled, and now I only work 5 hours a day. My clear demeanor was one of dismay of surgery and I told her, no thank you to surgery, but I always and continuously was told puppy had to have it, and lo-and-behold, the puppy is walking fine without surgery.
That is the customer service I received and that is why I am making this complaint. I wanted to find a good vet, but now I feel I have to search for a new one, as this visit did not go well for us. Therefore, my chief complaint is that I was being pushed into a surgery that the puppy didn't want and told without it, puppy won’t heal. I almost made a mistake of my life, if I would have listened to these salespeople. I was distraught and made more distressed by being told surgery is the only way puppy will be better. This is a case of a “rip off scam” which I found reference at ***************************************************************************************************
Naturally, this experience made me second guess my abilities as a pet parent. They added to my fears, made me uncomfortable and financially overextended. Only my intuition made me seek out my friends who assisted me with knowledge of caring for puppys leg. And today were happy family, and always will love her.
It is like bait and switch, therefore, refund is requested. I was pressured by sales people to do the higher priced item, instead of the lower cost item.
Thank you and have a nice day.