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:11/02/2024

  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.

  The BIOHAZARD NEEDLE WASTE BUCKET was left OPEN on the counter, FILLED with USED NEEDLES inside. My cat kept jumping up onto the counter (as all cats do) and I kept grabbing her to avoid her going over to the needle bucket. The assistant/tech that entered the room immediately unwrapped a Hersheys Kiss Chocolate, popped it into her mouth, and chewed as she asked about our cat. She threw the CHOCOLATE WRAPPER in the waste bucket that is on the floor which is extremely accessible to any and every animal. Again, my cat kept roaming over there and sniffing/sticking her head in the trash. The tech continued to chew as she spoke which is incredibly unprofessional, considering she was only in the room for a solid MINUTE and couldnt have waited to eat her chocolate after she walked out. The trash bin mentioned was NOT changed out, there were several used tissues in there despite them only opening an hour prior to us arriving. Once the Doctor came in to speak to us, they relayed information the tech had written down, claiming things we had not said our cat did. She specifically mentioned that our cat was vocal when using the litter, when none of this was mentioned by either of us. The lack of attention and care put into the health of our loved pet pains us especially because of the gravity of the situation. Our kitty was in for possible kidney stones or a UTI and there was no level of care. This worries us heavily as there are LIVES in the hands of these employees who are so careless they cant even wait to eat a chocolate bar outside of the patients room. On the way out, the same tech came back in with our baby in the carrier and was quite literally slamming the carrier around. The carrier hit the wall and the side of the door frame about 3-4 times before we finally had to speak up, lunge forward and grab the carrier out of her hand. She replied with, what happened? oh I was talking to you guys. our bill was 1,200$. I expect the level of care to be ABOVE AND BEYOND.

  Business Response

  Date: 12/05/2024

  We appreciate you bringing this matter to our attention. Your feedback is invaluable to us as we strive to maintain the highest standards of patient care and facility cleanliness.

  
  Regarding the sharp needle containers, these are essential medical equipment required in all healthcare settings. We assure you that these containers are regularly checked and maintained in compliance with all relevant regulations.

  
  We have thoroughly investigated the client's concern about staff consuming food in non-designated areas. Upon reviewing our surveillance footage, we confirmed that this incident did occur. We have taken immediate action to address this issue with the staff involved, reinforcing the importance of adhering to our strict food and beverage policies.

  
  We want to reiterate our commitment to providing exceptional patient care and a positive experience for all our clients. Thank you once again for your feedback.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22504803
  
  I am rejecting this response because:
  Only 2 of my complaints were addressed. Everything else was ignored and not addressed. My cat was swung around in its carrier and handled with a lack of care. 

  Regarding the needles, I have been to several veterinary hospitals where the needle container is CLOSED and stored PROPERLY. I just visited ******** hospital and their needle container was completely closed and EMPTY. 

  The needle container on the counter was NOT EMPTY and NOT closed. Any animal can stick their arm in that hole. 

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

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair 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.

  My pet ***** went to *********** on March 30, 2024, because she was limping and needed a wellness check. I told the technician that she had been playing with another cat, and he attacked her. The vet did not check for any scratches on her body. Instead, the vet examined her and told me she had a fever. However, rather than giving her antibiotics for the fever.***** wasnt getting any better, so my sister took her back to *********** on April 8. She was given medications. *********** wanted to keep her overnight, but I said no due to the lack of supervision. Later that same day, I found out that someones pet had died there overnight because of the lack of supervision.I called *********** on April 10 to tell them that ***** still wasnt feeling better, and I had noticed an increase in her respiratory effort, which prompted further evaluation. They told me to bring her in, but I said I would call them back. I then decided to take her to ************************************ Hospital instead. Coral Springs reviewed her medical record and spoke with one of the vets at *********** to request certain tests be run on her. I asked Coral Springs why they couldnt perform the tests themselves. They explained it would be too expensive and advised me to return to ***********. They recommended I return to ************* after *********** diagnosed her.The vet at *********** admitted they had been focusing only on her leg and not examining the rest of her body. They eventually discovered a wound under her neck. A thoracocentesis was performed at Scarborough Animal Hospital, and she was diagnosed with pyothorax. After the diagnosis, I took her back to ************* for treatment. Sadly, she passed away on April 13. I was *************** or email ****** ***********, ************* ************************************ ****** ****** ************ E: ***********************

• Initial Complaint

  Date:05/16/2023

  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.

  I took my elderly cat in on 5/16/2023 to discover what may be the cause of his recent weight loss. This was my first time visiting the animal hospital, and the live fleas all over the table in the checkout room from the previous pet were concerning. The hospital only took the weight of my cat and listened to his heartbeat and bowels. They never even looked in his mouth or anywhere else! In total, around 3 minutes were spent examining my cat. They leave the room and have a helper ask ** to pay around $1000 for **rays and bloodwork. They tried to get me to give him an appetite increaser to make him want to eat more, but I had already told the vet that he is always trying to eat food, so appetite isn't a problem. I decided against the **rays, so for $452 they took blood. By take blood, I mean they took my cat out of sight to a backroom and wouldn't bring him back until after I paid and 40 minutes later! In the meantime, I watched them drag a Chihuahua through the hallway by a leash, choking the animal when it could have very easily been picked up, so I saw "care" wasn't exactly their priority. They said the results would be in the following day, which they were not. My fianc received a text this morning saying the prescription for our cat is ready for pick up, so she called in to ask what was wrong with the cat. They weren't able to tell her, they didn't tell her what the prescription was, and they said the veterinarian who knows "should be back tomorrow". This is not professional, and I wouldn't wish the subpar care on anyone's pet.

  Business Response

  Date: 05/27/2023

  
  We take your feedback very seriously and are always looking for ways to improve our services, thank you for your comments. I will address the items you mentioned about the cleanliness of our facility and the perceived dragging of the Chihuahua as obviously these are very important matters. 
  I assure you that a complete physical exam was performed. There are some reasons to prevent this such as severe fear and anxiety making the full physical exam unsafe however this was not the case with your kitty. It is common for owners to miss the subtle actions of a skilled doctor performing a physical exam because a lot of it may look like just petting motions. 
  We understand that veterinary care can be costly, which is why we do our best to offer a variety of treatment and payment options. Since this was your first visit with us we could have done a better job making sure we talked through those options with you. 
  The appetite stimulant was recommended based on the reason for visit that you typed in our on-line booking portal when making the appointment as well as the information that you gave to your technician. Again just a recommendation you have the ability to decline as you did, no worries. 
  
  I am sorry that the wait time of 40 minutes was too long, perhaps we could have done a better job at communicating to you during the process. When our patients need sedation we can sometimes need an hour or more with them depending on how the medication affects them before and after. 
  We routinely state that lab values will be available in 1-3 days and usually get partial results which is what has happened with your case. The doctor was reviewing the values as they were available and made a label for a medication that was going to be part of her recommendations. She did not know that it was part of our process to notify owners when medications were waiting to be picked up. We will certainly develop a plan to prevent that in the future. 
  Again, thank you for your time bringing up these concerns. We look forward to caring for your kitty in the future.