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Business Profile

Veterinarian

Urban Paw Veterinary Health and Rehabilitation

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:05/14/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    My dog has a torn ACL. On 4/23/24 I had a consultation with ********************* at Urban Paw. The suggested a 12 package deal but I declined. I schedule only 5 future visits called "Animal rehabilitation 45 min" at the full price of $751.25, I also purchased 3 Shockwave treatment for $900.00, I paid her initial consultation fee of $235.00 and bought a supplement for my dog for $106.20. I paid them $1992.45 on 4/23/24 I have had one appointment with them since then on 5/6/24 and I do not want to receive any further treatment from them. The drive to their clinic is excessive and I am not happy with their service. I want my money back for the services that I have not used. They refuse to refund me $1500.00. They insist that I bought a "package" and I did not. I have canceled all of my future appointments. They also kept my credit card information without my knowledge or consent.

    Customer Answer

    Date: 05/14/2024

    Hello, I have been communicating with *****, she is an employee at Urban Paw, and ********************* the owner and I have agreed to do three 45 min therapy sessions followed by three shockwave sessions. These treatments will be spaced out at least two weeks apart.  All of this is already paid for.

    They have agreed to refund me for one 45 min therapy session. They did not suggest how much the refund will be, I think it should be approximately $150.00. They did not say when they would refund me.

    Thank you ***************************** 5/14/24

    Business Response

    Date: 05/16/2024

    We worked to resolve the clients concerns quickly and have come to a resolution.  Attached is the client communication log with O from our medical recording software.  Thank you.

    Business Response

    Date: 05/16/2024

    We have worked directly with ******* to come to a resolution.  We believe this matter to be resolved but remain in contact with client should any further concerns arise. 

    Customer Answer

    Date: 05/17/2024

     
    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,

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

Urban Paw Veterinary Health and Rehabilitation is NOT a BBB Accredited Business.

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