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Business Profile

Animal Hospitals

VCA Animal Hospitals, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Animal Hospitals.

Complaints

This profile includes complaints for VCA Animal Hospitals, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 166 total complaints in the last 3 years.
    • 60 complaints 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:07/03/2025

      Type:Billing 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.
      I previously filed a BBB complaint (ID #********) in December 2024 regarding confusing billing, poor communication, and the inability to pay my VCA CareClub balance due to their refusal to provide a written invoice. Despite my attempts to resolve the issue, *** never responded, and the situation has since escalated.I was actively communicating with VCA by email in March and April 2025, repeatedly asking for a statement or payment option that didnt require calling (due to my job handling crisis lines). They told me this wasnt possible. Then, on April 22, 2025 at 1:01 AM, VCA silently uploaded an invoice for $1,074.62 to the myVCA app without any notification, email, or acknowledgment in our ongoing conversation. That invoice later became the basis for a collections notice I received from **************** had no way to know this invoice was created. There was no alert, no warning of collections, and I was still being told nothing could be invoiced. They had my contact information and ignored my request for written communication and then escalated the account anyway.I have uploaded full documentation, including:The collections letter The midnight invoice upload My full email chain with VCA Screenshots from the app My original BBB complaint This was not just a misunderstandingthis was a pattern of withholding information, making account resolution impossible, and then pushing it to collections behind the scenes.

    • Initial Complaint

      Date:07/01/2025

      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.
      This is a formal complaint regarding gross veterinary negligence and direct harm caused to my dog, ****, during his visit to VCA Civano Animal ******************** on June 11, 2025. **** presented at 6:00 AM with sudden blindness, eye redness, cloudiness, and disorientation. Despite clear signs of an ocular emergencybilateral hyphema and complete vision lossno intraocular pressure (IOP) test or fluorescein stain was performed.Instead, Dr. ******** ***** and her team focused on a speculative lymphoma diagnosis and prescribed **********, a steroid contraindicated in cases of corneal ulceration (which **** was later confirmed to have). This worsened his condition and, due to a lack of timely intervention, **** required surgical eye removal within ******* least eight veterinary professionals saw ****. None identified the ocular emergency. None performed pressure checks. None referred us to a specialist. Andys blindness preceded any confirmed diagnosis or treatment. He is still alive three weeks laterproving the cancer was not the urgent threat they claimed. The vision loss was preventable.A board-certified veterinary ophthalmologist, Dr. ***** *********, later confirmed glaucomanot cancerwas the cause of Andys blindness. She stated there is a 24-hour window in which glaucoma-induced blindness may be reversible. By the time I reached her on my own, that window had closed. VCA Civano never referred me or treated this as urgent.Their failure to recognize glaucoma, perform basic diagnostics, or issue a timely referral caused irreversible harm. If they were unequipped to handle acute ophthalmic emergencies, they had a duty to refer immediatelyand they did not.

    • Initial Complaint

      Date:06/26/2025

      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.
      I signed up for the ******** during my puppy's first visit. Signing up was my intention prior to my visit. He received his first exam, first vaccine dose, then a couple weeks later we went for his 2nd dose of vaccines. Sadly, and still hard to talk about, our puppy passed away days later after having a reaction to anesthesia for a procedure done elsewhere. The next day I emailed VCA to cancel his plan and also didn't want emails or reminders about his upcoming appointment because seeing his pictures or name made it very difficult for me. Our dogs are our family and having him at 6weeks up until a day after he turned 10 weeks also made it difficult to cope because it was like caring for a newborn again.. then gone. I called *** yesterday and said I can cancel but will need to pay full price for the services I had received, which was over $300 for 2 visits and 3 vaccines. I wasn't aware of this process, only a termination fee of we cancelled before our 1 year commitment. Of course we didn't know this would happen. We expected him to be with us for over 15 years. The fact this rule applies although our furbaby had passed is unfair and gross. The *** said she was able to discount to a little over $200 and could put us on a payment plan but that is the last thing we want to deal with right now.

    • Initial Complaint

      Date:06/25/2025

      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.
      Failure to assist and attend. An emergency with my pet cat they refuse service. Even when they are my cats primary vet service this is the 3 rd time they failed to attend one of my pets when they are sick or injured

    • Initial Complaint

      Date:06/16/2025

      Type:Sales and Advertising 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.
      We had taken our house dog to *** at first for a crushing disease evaluation (since we've been told thats what the dog is having). We did a bunch of tests that day along with emphasizing that the dog had been drinking alot of water which isn't normal. They did some blood work and tests and had come to the conclusion of cancer. ****. we thought, its worse. So here we are paying and paying and the dog still isn't getting better. It wasn't till a dire accident where the dog lost all of her weight rapidly and was really, really weak. We didn't take her to VCA this time, and to our surprise the vet told us she had diabetes and if she wasn't taken in, when she was taken in, she could have died. We are upset because with all the lab results it should've been identifiable that she had diabetes from the start! Not to mention drinking alot of water was the biggest hint!!! To add more to the fire they had pushed the care plan onto my mom and well at the time she was willing to pay for the cancer treatement because thats what she had. But she doesn't, not even tumors, and when we had tried to cancel the care plan since we are no longer going to VCA, they told us we needed to pay the rest of the account off. We just want the membership canceled and perhaps even a refund because it was ridiculous getting charged for everything cancer or tumor related when she never had any of that from the start. Plus now we have new expenses due to the insulin and overnight stays and we can't pay two places large amounts of money when we aren't even using VCA since!

    • Initial Complaint

      Date:06/09/2025

      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.
      When I received my medication for my pet, I was not verbally instructed to refrigerate the medication. I did not open the bag of medication until it was time to do the dose for my cat where I found a label on themedication saying to keep refrigerated. I contacted them and they told me it was no longer safe to use, it had been about 15 hours. I was not given a free refill of the medication and was told if I wanted to speak to someone about getting this comped, it wouldbe about a week as their manager was not going to be there. When I asked if I could purchase the pill version because its less expensive, they wanted to speak to doctor and told me that the vet that saw my cat was not there and the new vet (for some reason even though they were the exact same medication) would not give me the pill version unless she examined my cat, which another $190. I asked to buy half of the medication so I could buy the other half online for a cheaper price and they told me that I could do that, but they would not tell me the price unless I drove 19 minutes all the way to their office so I could compare the prices. Overall, I understand that there are a lot of processing and bureaucracy details that go into these things, but this was completely ridiculous for absolutely no reason other than to charge money.

      Business Response

      Date: 06/26/2025

      Hi ******,

      Thank you for reaching out and providing your feedback.  Based on our interaction via email, it looks like we were able to come to a resolution with the hospital.  We are sorry for the any inconvenience this has caused and hope we can still keep you as a client.

       

      Thank you,

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

      Client Experience Manager

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

    • Initial Complaint

      Date:05/21/2025

      Type:Customer Service Issues
      Status:
      Unresolved
      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 Veterinarian completed a visit on my two dogs and incidentally placed the wrong information regarding a stomach mass on the wrong dog in the paperwork. When I later filed an insurance claim, the vet stated that they could not determine accuracy of the assessment after the date. This resulted in an out of pocket vet bill of $2,000+. There is supporting documentation from another vet that shows no stomach mass on the dog in question. The *** Documentation error is what prevented the claim from processing.

      Business Response

      Date: 05/21/2025

      Hi *******,

      Thanks for reaching out and sharing what happened. Im really sorry to hear about the mix-up with your dogs records and the trouble it caused with your insurance claim. That sounds incredibly frustrating, and I can completely understand how upsetting this must beespecially with such a significant out-of-pocket cost.


      Wed like to look into this further so we can better understand what happened and see how we can help. Could you let us know which *** hospital you visited for that appointment? Once we have that, well follow up with the team there to get more details.


      We appreciate your patience and the chance to dig into this. Looking forward to hearing from you.

      Thanks,

      ****** *. - Client Experience Manager


      Customer Answer

      Date: 05/22/2025

       
      Complaint: 23357747

      I am rejecting this response because:


      The **************** in **********, ** received my complaint and refused to remedy the situation. They offered to give me a complimentary visit, which would not address the documentation issue that led to denial of services  

      Sincerely,

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

    • Initial Complaint

      Date:05/19/2025

      Type:Product 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.
      The location in *******, ** (*******************************************-*******************************************) should not be grooming small dogs. My dog has not been the same since being groomed there in April 2025. This hospital has neglected to fully respond to my concerns about my dogs health and is claiming that my dog has an underlying health issue instead of taking some accountability for the fact that she has not been well since she has been in their care. I requested that the cost of her grooming visit be refunded and that the hospital pay for her vet visit that she had to have due to her becoming sick after being groomed. I am prepared to file a complaint with either the ********************************************************* or the New Jersey Division of Consumer Affairs, as my dog has been groomed many times before and has never returned home from being groomed in such an anxious/traumatized state. I would like them to give me a refund for the terrible grooming visit-$119.26 plus $281.02 for my dogs vet visit at *************************************** after being groomed.

    • Initial Complaint

      Date:05/16/2025

      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.
      I brought my dog into this place because he had a seizure. The first time I brought him in they told me that he had a heart murmur that was causing him to have seizures when he gets excited. They gave us some medicine and we took him back home and he was fine for a couple of months. The second time we brought him back because he started having back to back seizures and we were worried he may not make it. When we brought him in they said they told us that we had to do blood work to find out whats going on and told us to sign up for this care club for our pet because it would cover mostly everything. When we picked up Oreo they told us that they could not figure out what was causing the seizures but they did see that he had an autoimmune disease so they told us we needed to do more blood work. This time they charged us and told us that the membership only covered 1 blood work. We ended up taking our dog home and he got even worse. The medicine they gave us was making him throw up and p*** out blood. We brought him back in and they tried to get us to keep him hospitalized over the weekend and was quoting us $500 a day to do so. I ssked the doctor what his chances of survival was and he told me very slim. We ended up putting our dog to sleep and they charged us over $1000 for that. After our dog was deceased they continued to bill us for the membership and told us if we canceled we would still have to pay them for the balance that was left. They never told us any of this when we signed up for their program and they said it was in the contract we signed. We just want the membership canceled.

      Business Response

      Date: 05/21/2025

      Dear *****,

      Thank you for taking the time to share your experience with us. We're truly sorry to hear about what you and Oreo went through. Please know our hearts go out to you during this incredibly difficult time.


      While I cant speak to the details of your visit just yet, Id like to make sure your concerns are addressed by the appropriate team. Could you please let us know which location this occurred at? Once we have that information, we can look into your account and follow up appropriately.


      We appreciate your patience and the opportunity to better understand and support you.

      Thank you,

      Client Experience Manager, ******

    • Initial Complaint

      Date:05/14/2025

      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.
      I took my dog to get stitches on his toe on 5/01/2025. I noticed leakage and a smell couple days after so I took him back to VCA on 5/03/2025. They said the stitches opened up so they had to redo it and charged me AGAIN. Please note, my dog is on anxiety meds and crate bound. So theres no way he reopened the stitches. I highly think it was the vet that did it incorrectly the first time. Fast forward to now, weve been taking him to a different vet to get rebandaged. Today (5/13/2025) they were going to check if we can have the stitches removed, but they noticed it opened back up. They said it wasnt stitched correctly so it opened back up and was healing incorrectly which now h*** have a permanent scar on his toe. VCA stitched him up twice and charged us TWICE for everything. And they still did the job wrong.

      Business Response

      Date: 05/21/2025

      Thank you for bringing this to our attention. Were truly sorry to hear about the challenges your pet has been facingthis sounds like a very frustrating and stressful experience, and we understand how upsetting it must be to see your dog go through this.


      In order to look into this matter more closely and ensure the right team follows up with you, could you please let us know which ************ this occurred at? Once we have that information, well be better equipped to review the situation and address your concerns appropriately.


      We appreciate your patience and the opportunity to assist you further.

       

      Thank you,

      ****** *.

      Client Experience Manager

    VCA Animal Hospitals, Inc. is NOT a BBB Accredited Business.

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