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:04/23/2025

  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.

  This business falsely advertises a $25 first appointment just to get you in the door. They charge more without telling you till youre done with the appointment. They also like to use intimidation and threats to get you to pay. My husband and daughter took our two week old pup in for an appointment and he forgot his debit card. He paid $140 in cash before leaving, saying h*** come back the next day to take care of the balance. They were completely fine with it, swooning over a puppy. I got two phone calls later that evening acting like Im skipping out on the bill and now an email threatening me with collections. Its been 17 hours since the appointment no clue why the business owner finds it appropriate to try to intimidate customers I would avoid this business at all costs. There are PLENTY of other vets with actual souls who care about their reputation.

  Business Response

  Date: 04/23/2025

  Good Afternoon! Thank you for taking the time to allow for a reply. Our clinic advertises a $25 exam for "WELLNESS" exams, as listed on the website (per owner's screenshot). ****** ***** was not present for this visit. A gentleman was here with his daughter. He had asked about the $25 exam and at that time the employee who took the room had advised the gentleman that the $25 was only for WELLNESS exams and not sick exam. Patient presented with hip issues. The gentleman said "ok" and we told him at that time that we would honor the $25 at the pet's next wellness visit. He agreed that was OK as long as we had that documented for next time. We then provided an estimate with the total cost (attached here) and he signed it willingly. The total cost of the visit was on the estimate provided, which he did sign, which clearly states that the signed estimate is understood to be the total cost and by signing, owner understands the total cost and that it is due at time of service. At check out, the gentleman said he only had $141.00 after signing an estimate for the total amount of $240.75. He never told the staff this during the visit or when the estimate was handed to him to sign. After he paid, he promised he would be back to pay the rest by the end of the business day that same day. There is a current balance due on the account in the amount of $99.75. He never called or came back to pay. We reached out to ****** ***** multiple times. The first time, she did not answer, so we left a message. I,  the practice manager, called her again today, she did not answer, so I left a message. I also emailed her a copy of her open invoice and asked her to please call to pay over the phone by the end of the business day today. All payment is due at time of service here, and it is clearly stated on the signed estimate, and also on the reception counter at check out. Owner got upset and sent the following email to the clinic.

  "My name is ****** or Mrs. *****, like I said.
  
  Here is the email I received at 8:05am threatening me with collections if I dont pay by end of business day today. This is after you called and left a message last night. Have you heard of the term harassment? It hasnt even been 18 hours. lol So please dont act like youve been professional. I will not fill out said agreement, and I will not be paying $78 for an appointment you advertise on your website and yelp at $25. Feel free to respond to the BBB complaint; you can also send me an updated invoice reflecting the *correct* balance."

   

  After receiving this email, I replied back with a financial agreement and asked her to please sign it so we can avoid the collections process for now as we need a signed promissory note at the very least (which we do not offer here, but I was willing to work with the owner). We have had no established relationship with this owner prior to their first visit, which is the visit in question. I asked owner to please discontinue communications with us as she began to get hostile and belligerent. So, I sent the following email 

  "Hello,
  
  
  We are very sorry that you feel attacked, that is never our intention.
  
  
  We will stop communication with you moving forward.  We hope you find a clinic that better suites your needs. The 25$ is just for the exam itself, that does not include extra services such as the xrays.
  We are very sorry if there was some miscommunication. 
  Thank you,
  Lafayette Companion Animal Hospital
  ***************************************************
  Lafayette, CO 80026
  
  ************
  ************************************"

   

  Owner replied;

  "The appointment was $25. Not $78 so correct it. Youve had numerous complaints about the fact your business has done this in the past so I dont understand why its confusing for you. Its false advertising and we will not pay for hidden charges. The X-rays are billed clearly and thats justified. Why is this so hard for you to understand? 
  You can zero out the balance or you can try to send me to collections. But I never came to the appt. Youre probably mad because youre caught by someone with a voice who wont let it go. So do what you want but Im not budging. 
  Best,
  ******" -

  end of owner email here.

   

  We are a corporate entity owned by *******************, and they have a strict policy on accounts receivable. I have been advised to send this account to collections in 30 days if no payment has been made.

  I tried to work with this owner, and offered my apologies for any miscommunication (as you see in my email above) but she was extremely rude and aggressive, so we have decided to discontinue her as a client here and will pursue the collections process in 30 days. Owner signed an estimate, promising to pay, and walked out without paying the final balance. ****** ***** has been extremely hostile, as you can see in her email communications, so we have decided to cease communications with her. We will proceed with our collections protocol in 30 days. 

  
  Thank you for allowing our reply and we are sorry this owner feels so attacked. We are like any other business that requires payment at time of service. 

  Thank you,

  NB, Practice Manager.

   

• Initial Complaint

  Date:04/12/2024

  Type:Sales and Advertising 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.

  3/12/2024 which she had a "wellness exam" and the Lapto. Vaccine to be followed up with a booster on 4/9/2024. On 4/9/2024 bill they charged me with another wellness fee of $48.00. After calling a couple veterinarians in the area to fine that this is not routine. They noted that I shouldn't have been billed again. They stated that a wellness exam is for the most part a annual exam not every 2-3 weeks. I think this fraud, charging for a exam already preformed just a couple weeks earlier.

• Initial Complaint

  Date:03/08/2024

  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.

  Attached word document for full description of concerns

  Business Response

  Date: 03/29/2024

  Good Morning,

  Sorry for the late response. The medical director and myself were out of the office until today 3/29/24 and 3/28/24 was the first and only time we received notice from the BBB.  I wanted to thank you all for reaching out and allowing our clinic to respond to this matter. Per the complaint, I just want to make it very clear that there is no employee named ****** here, and am unsure who ******************* is referencing. My name is ****** and I am the practice manager. I did upload a copy of our client communications from Client ******************* in regards to her pet's orthopedic procedure.  ******************* is very adamant that she cancelled this surgery within a weeks time. Per the communication, ******************* was going to let us know within a week, but we never heard back, so I reached out to the ******************* the day before the scheduled surgery, and that is when ******************* reported to me that she had cancelled the appointment with our staff. I asked her who she spoke to and at the time, she could not give me a name. I spoke with all staff members, and one of the staff members did document the last communication she had with ******************* (attached here) was that ******************* would call us within a week to let us know if she wanted to pursue the surgery or not. I was also here the day this staff member spoke with *******************, I was standing there when ******************* was speaking with her. Employee then told me to keep an eye on any communication from ******************* in regards to the procedure because ******************* was still ion the fence about the procedure, and due to the strict protocol our specialty surgeon has in place, we need to make sure we have cancellation before 24 hours in order to avoid a cancellation fee from the surgeon.  ******************* kept going back and forth about getting the surgery vs rehabilitation. ******************* wanted to try medications and rehab, but did schedule the procedure 3/5/2024 with a drop off at 8am (see communication attached here for owner confirmation). We understand ******************* is upset due to a possible misunderstanding. I called ******************* and told her we would not charge her the cancellation fee. The surgeon did charge the clinic, and I paid the fee on behalf of the clinic, and removed the cancellation fee from the *********************** account and told her that I will not pass the charge down to her since there was a misunderstanding somewhere. I never called ******************* a liar. ******************* was pretty upset and was starting to get very defensive. Told ******************* that I am not calling her a liar and I am also not calling my staff a liar. Explained that there was obviously a breakdown in communication somewhere and told ******************* I will use this situation to improve our communication with our clients, as we do value their experiences here with us. We left the conversation at that. I removed the cancellation fee from her account, and we paid the surgeon. We understood due to a breakdown of communication somewhere that it was not the *********************** fault. ******************* called to get her pets' records sent elsewhere. ******************* did try to call me multiple times after that and I did not respond. I felt like emotions were still high, and because we did not charge her the fee, and I apologized for the inconvenience, I did not feel the the conversation **** wanted to have was going to be a productive conversation. ******************* immediately tracked down our specialty surgeon and bad mouthed our clinic to our surgeon (see attached communication). The surgeon reached out to me, forwarded me the email and told me to please handle the situation. This was extremely uncalled for. We had resolved this issue and even waived the cancellation fee and again, I apologized many times. We were a little taken aback that ******************* thought it was appropriate to reach out to our surgeon and bad mouth our clinic. I am still unsure what ******************* is hoping to get out of all of this, I feel like she is very disgruntled, but am unsure as to why at this time. We cancelled the procedure, waived the fee, and apologized many times during our call. I am unsure what else to do and decided it was best to not respond to ******************* anymore. She made it very clear she was taking her pets elsewhere. I did not want to make the situation worse for her as she is clearly upset. We appreciate your time regarding this matter and hope appropriate action will be taken in regards to both sides of the story and provided documentation. 

  Business Response

  Date: 03/29/2024

  I just wanted to make sure it was clear that I, *************************, responded to this complaint. I am the practice manager, CVT and my email is **************************************** and I can best be reached there. Please note that ***************************** did not respond to this. Thank you.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21404036
  
  I am rejecting this response because:

  There is no response included or contact from practice owner

  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21404036
  
  I am rejecting this response because:
  

  Unfortunately, the employee who responded to this complaint is one that I had an unprofessional encounter with. 

  I maintain that I never stated that I would call back in one week to cancel surgery. I called to report that I was cancelling surgery. 

  I am no longer continuing this conversation and will accept that my version will never be accepted. 

  It seems clear that someone made an error and shifted it to me to protect themselves. Hopefully that employee has learned something from this experience.

  Sincerely,

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