ComplaintsforNorthStar VETS

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my dog had a $12,000 thyometcaty ,removal thymus gland that became a tumor benign -three weeks later, rushed him into ER Because of pneumonia ,The attending Vet did NOT admit him although pneumonia and a surge that he had only three weeks earlier are connected he was 15 I WS TOLD he was in amazing health to withstand the intense surges he did well, however the day he came in with diagnosis of pneumonia he should have been admitted ,he was 15,76 years old in dog years, he SHOULKD have been admitted he died two days later because of neglect of attending Vet,

  Business response

  06/11/2023

  The owner has already contacted our hospital.  I currently do not have a response as our Medical Director is reviewing their complaint, and the owner is aware of this.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was at your location Sunday 5/28 and my cat, ****, was seen by the doctor and was told he was experiencing a blockage. The doctor offered me 3 different options medication, a catheter to be placed and removed the same day, or hospitalization for 3 days. I chose the medication option, only 2 days later to put my cat to sleep at ****************************. The doctor at ********************** stated to me the doctor at your location had no business giving my cat medication as that would not do anything for him at all. It should have not been offered at all as it was not going to fix the issue. I want a complete refund for the services provided by your location.

  Business response

  06/29/2023

  Hi

  We have been in contact with this owner, our Medical Director has reviewed her claims and spoke with the owner regarding this.  Per the notes on their visit at our hospital:  "At the time of examination, ****** urinary bladder was moderate in size but it was firm and inexpressible. Therefore, though it was still early, we believe that **** is certainly obstructed. Hospitalization with urinary catheter placement was recommended but due to financial limitations, you opted to try out-patient care with some pain medications to go home. You understand that this is not ideal and it is highly likely that it won't work especially that we noted some sediments within his urinary bladder on quick ultrasound.  Please monitor your cat for recurrent straining to urinate, ****** urine, abdominal pain, inappetence, lethargy, or vomiting.  If you think that he is still not passing urine, please have him rechecked by a veterinarian and reconsider hospitalization, otherwise, humane euthanasia should be pursued. The Medical Director spoke with this owner as well, notes from discussion:  "Called owner to discuss her concerns - discussed at length with owner.  Confirms she declined options of hospitalization and unblock & go.  Elected to take pet home with meds only"

  We are very sorry for their loss, but we did attempt to assist, owner declined.

  Thank you, 

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

  Customer response

  06/29/2023

  
  Complaint: 20124512
  
  I am rejecting this response because:
  the doctor that assisted stated to me the medication given was to help unblock him. They neglected to have another person in the room which was stated on the phone to me and you have no way to verify what the doctor told me in the room. This doctor should not be practicing based on ****** *************** evaluation. I want my refund and this matter will be dismissed. 
  
  Regards,
  
  *********************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3rd, 2023, we brought our senior cat to Northstar vets in ************ because she hadn't been eating for about a week. She was a bit weak with labored breathing, and mucus coming out of one nostril. Our cat was able to walk around and she seemed to be clear headed and alert. (The day before, our vet gave her subcu water injections for hydration. He did not think she was about to die.) We saw ********************************* who said that our cat should either be hospitalized or euthanized as she was not eating. ****************** put together a plan for our cat including many medications and 2 x-rays. Our cat was put in a cool oxygen container, with air constantly blowing through it. ****************** asked to give our cat a sedative to x-ray her heart to make sure she could handle the IV medication; no medication stomach ache from medication meant she might eat. We later read - do not give an animal a sedative when they have labored breathing.I called the next day around 7:40 AM to ask about our cat. The admin said that she wasn't responding to treatment and could give no details. We were not allowed to visit. Around 11 am, *********************************** called to say that our cat was not well, and we should consider euthanasia. We rushed to see her. ********************** showed ** a report of treatment, the sedative and anti-sedative ******* said she would use were not listed. In the carrier, our cat lay flopped over, she couldn't lift her head. Her leg had a large bandage on it with the paw swollen to more than twice the size of the other one. Her face was dusty and her nose had mucus around it that had not been cleaned. No one had called ** about her condition for 24 hours. Our cat died of a heart attack in the car after excessive vomiting of blood. Did anyone check on her during the whole night to reconsider treatment? Observe the leg with the IV had a very swollen paw with? Consider that the oxygen container/multiple drugs were not suitable for her age and condition?

  Business response

  05/22/2023

  Please have the ****** Family contact me to discuss their complaint.  Our records indicate that the owner had declined treatment and took their pet home against medical advice.  If they would like to discuss in more detail, please have them contact *********************************
  

  Customer response

  05/22/2023

  
  Complaint: 20088788
  
  I am rejecting this response because it is false: We did not decline treatment, no treatment was offered except euthanasia, which is not a medical treatment, it is simply killing the animal.  We were forced to sign a paper saying we refused medical treatment, meaning refused euthanasia so that the hospital wouldn't be sued.  Our cat was about to die due to the terrible medical treatment that was given by Northstar.  As I mentioned, I brought my cat in as a cat that could walk around, that could sit up and was at peace, and my cat returned the next day on her deathbed as I described before, she couldn't even lift her head.  I will send an email to the address given, but why can't anyone with a name stand behind the medical treatment at Northstar Vets.  Why are there no doctors names written on your website?  No managers, etc.  I am grief-stricken that my cat's last day of life was one of such high stress, in pain from her swollen paw and on enough medications to make her delirious.  Is anyone trained there to simply send a senior cat home when it is clear that they would suffer more at your facility, or is it too important to you to collect the payment for services that you should know from experience won't help an elderly cat?  Why would you rush a senior cat into a plastic oxygen container where the very stress of sitting in it all night would kill her?  What can you tell me that will fix what has happened? No money will fix it. I don't want any money from you, keep your beautiful money, I hope you can buy your way into heaven.  I just want to know that another cat won't suffer like mine did, that you will find better doctors with more common sense, that you will value the quality of life for a senior cat's end of life being a peaceful one, surrounded by love, rather than keeping them at your facility all night so you can collect thousands of dollars. I will email you and I will hope that your explanation won't make things even sadder for our family than they are..
  
  Regards,
  
  ***************************

  Business response

  05/24/2023

  Please feel free to email me anytime to discuss if you would like to.

  Thank you

• Initial Complaint

  09/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my cat to this vet because my original vet was unable to examine his mouth. My original vet told me the cat needed to be anesthetized to be properly diagnosed. They also noticed his belly was firm. I told this to the triage nurse at Northstar. She took him back and said she was able to examine him and that he appeared to have a life threatening urinary blockage. The doctor then went into a big long explanation about it. I asked what about his mouth and he said the nurse didnt say anything about it. Clearly he never even looked at my cat. He pressed for me to make a decision on extraordinary measures and I agreed to the procedure. They never even looked in his mouth even when he was anesthetized. When I asked them about it the next day - they finally looked - and only then said it looked like my cat had inoperable mouth cancer that would not respond well to chemo. That is information I needed before deciding on treatment - not after. Oh course, they offered to bilk me for $500 to do a biopsy to confirm the diagnosis. Now my cat is miserable - too frightened to come out from under the bed - I cant even administer his pain medicine. It cost me over $2,000. And **** never included the mouth exam findings in the paperwork. How convenient.Its unethical and cruel. This needs to be on record. Something must be done to correct their hard sell attitude and shady diagnostic practices.

  Business response

  09/24/2022

  ******************** pet presented for not urinating and not eating for 2 days.  Upon examination, her pet was completely blocked, unable to urinate, in terrible pain.  This was relayed to her and the doctor did explain the urgency with unblocking her pet, as it is a life or death situation.  Owner agreed to the doctor performing this procedure.  Upon full examination a growth was found in the pets mouth, the owner was informed of this, and decided to not pursue testing further.  It is truly unfortunate that her pet has this condition, we do understand how difficult it is and sympathize with her.  We wish her and her pet the best.

  Customer response

  09/25/2022

  
  Complaint: 18123278
  
  I am rejecting this response, in part, because the point of my raising a concern is to compel the business to adjust its business practices to be more directed to diagnosis as appropriate.  My reason for bringing the cat in was due to his practice of spitting out his food and carrying his food away from his dish.  Also, Northstar was told specifically that I had bought the cat to my original vet who could not examine the mouth.  That vet had sent me to Northstar to get the cat anesthetized to properly and completely perform a diagnostic exam in order to determine the problem.  It is important to properly obtain and record and consider information presented by the patient/owner to the medical provider.  Apparently, that was not done in this case.  

  It is also important to note that the triage person also failed to examine the mouth and the doctor, who was asked specifically "what about Slate's mouth" said the triage person didn't say anything about it.  Thus, it was clear the doctor never examined the cat at all.  This despite my expressing concern about HIS MOUTH MULTIPLE TIMES.  The doctor pressed me to decide on unblocking a urinary blockage but never examined the mouth even when the cat was under anesthesia.  

  I do not believe I would have chosen to perform extraordinary lifesaving care on an animal with terminal cancer for which there is no treatment.  This is especially true since the professionals were repeatedly unable to get Slate to open his mouth.  How on earth was I to administer multiple medications by mouth after the procedure under these circumstances?  A thinking person, medical or not, would appreciate administering drugs orally would not be possible.  That should have been considered in the prognosis and treatment decisions.

  I would have preferred, and I believe the appropriate standard of care would have been, to examine the mouth while the pet was under anesthesia and THEN TELL ME THE FINDINGS before proceeding with an unrelated procedure.  

  A lifesaving procedure is one thing if the pet has a chance at survival.  It is an entirely different calculus when they have a terminal and untreatable cancer.  The decision to end a life is never easy.  It is made infinitely more difficult when being pressured to perform a procedure that would do nothing to help the condition for which the pet was bought into the facility to diagnose in the first instance.  

  My cat is now cowering under the bed and unable to eat or drink.  He is unable to take the prescribed medicine.  We are both miserable.  This is not an unfortunate event that could not have been avoided that merits a sympathetic response.  It is a failure in communication that created great expense to the owner and great discomfort to the pet.  

  I don't want to be held to pay for a procedure I would not have agreed to had I been given a correct and timely diagnosis.  I am willing to pay for the office visit, anesthesia, and diagnosis costs which would have been the appropriate course of action.  I hesitate to agree to costs to euthanize since I'll have to go back to my original vet in a few days to pay for that procedure.  Quality of life for my sweet Slate is now untenable thanks to Northstar's oversight.  Sympathy isn't appreciated.  Right action in reexamining the business's intake procedures and internal communication procedures, setting the record straight as to what actually did (and didn't) happened, and an adjustment to the bill for what would have been appropriate to obtain a diagnosis is respectfully requested. 
  
  Regards,
  
  *******************

  Business response

  10/17/2022

  We have responded to this already.  The owner had a choice to not proceed with treatments.  The owner chose to continue treatment.  It was a very unfortunate diagnosis, but without us doing testing, etc, the owner would not have known what was wrong with their pet.  We wish them the best.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/14/22we took our cat ***** of 16 years to the this place due to him losing use of his back legs. When we got there we advised them that he would be aggressive and to Sedate him They took him in the back and later came back and said that he had a blood clot that I traveled in his Body That was basically incurable and our best option was to Humanely euthanizing, We Agreed And pay for the services and to have him cremated. approximately 1 1/2hr after we arrived there the vet came in and said that he had bitten a technician when they were trying to put the catheter in him And that they would need to take a part of his brain tissue to test him for rabies due to state regulations We reluctantly agreed At that time we were presented with the paperwork for us to sign off on the testing and a bill in the amount of $200 once reading the paperwork for us to sign off for the testing I realize that it's stated that they needed to actually decapitate our cat after he was euthanized At that time I refused and said that we would comfortably keep him alive for the 10 day waiting period. To confirm that he did not have rabies At that time the vet informed me that he would not last 10 days days and They could euthanize him and we would take his body home with us they would not be able to cremate him and they would notify the state of the incident and give them our info. We agreed At that time proximately a hour later They brought ****** into us to say goodbye. When they brought him in he was very agitated and struggling to breath he immediately start biting and scratching my husband, it took 3 ppl to control him he was not sedated at all and was scared and order to calm him I had to tell the vet to just euthanize him, after this we were told they would put him in a coffin and give him to us. After 30 mins we were told they wouldn't give ***** to us and that he would be decapitated. My husband bleeding and we were traumatized. They stated they didn't think he had rabies.

  Business response

  10/18/2022

  We are very sorry that the owners went through this while euthanizing their pet.  Unfortunately when a bite occurs, even if the bite happens to the owner, as it did in this circumstance, there is not an alternative to the next procedures.  The regulations come from the individual states, which we did contact to verify this needed to be done.  We empathize with their situation and completely understand their frustration.

  Customer response

  10/23/2022

  
  Complaint: 18038256
  
  I am rejecting this response because:
  

  The issues are one they did not sedate ***** properly as they were told on arrival and he initially bite their trained staff 's when the rabies testing initially came up and our choices were that we euthanize as planned or keep him alive for 10days. We opted to keep ***** alive for the  10 day observation period, at that time the veterinarian told us the would not decapitate ***** for testing but would not be able to cremate him that we would need to take his ***** home and they would inform the state. After we moved forward with the euthanization that is when they took ***** and refused to give his body to us even after I requested the police be called changing what was agreed on. We never signed off on the testing. This place has horrible reviews and I only wish we had the time on that day to review them. If they did nothing wrong why would they  offer to waive all fees. 
  
  Regards,
  
  *********************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was referred to this location after speaking to a vet regarding an emergency with my dog. Unfortunately, all the other vet ERs were diverting to this location, so I had no choice. My problems started when I called to make sure it was okay to bring my dog in since I was more than an hour away. The individual that answered the phone was rather rude, and acted as if I was bothering her. She stated it was fine to bring him in but expect to be waiting **** hours. Then, when I arrived, I was met with more rude staff that snapped at me when I dared make a mistake in guessing which one of the masked receptionists had spoken to me. Fast forward to being seen by the vet, who didn't even bother to introduce himself, he sat down, told me that he didn't need to exam my dog because he could see what was wrong with him. He proceeded to tell me that my dog needed ************ $8K-$10K. When I questioned other alternatives, not because money was an issue, but I wasn't keen on them doing surgery on him, he was exceptionally rude & told me to "go figure out my finances & come back when I did". Again, it was not about the money! He did absolutely nothing for me dog, didn't even give him anything for the exceptional pain he was in! When he mentioned that my dog couldn't go to the bathroom on his own. and needed to be "expressed", I let him know I was unfamiliar with doing that. His response was " watch a video online & figure it out". Shocked by the astounding rudeness of this man, we left. By the time arrived back home, my dog was stiff has a board & not moving, due to the pain. When I tried to speak with someone about it, they refused to have the vet call me back & told me I could drive back down & pay another fee. The next day, in another attempt to get some help for my dog, I was told that if my dog is in so much pain, I should "put him down" . I've attempting to reach out to ******************, via email, regarding these issues but she can't be bothered to call, or email, me back.

  Business response

  07/18/2022

  Thank you for sending this complaint.  This owner is not being truthful at all.  I spoke to this owner several times and she declined the help needed for her pet.  She ultimately stated that she had her pet at another hospital and did not want to pursue surgery and MRI, even after I spoke with her and made sure that we had all the staff needed to perform these procedures.  The doctor was extremely patient with this owner.  It was her decision,  based solely on finances, not on the doctor,.  This owner was turned away from multiple emergency clinics, as they were diverting all emergencies.  We did not turn her away, we examined and evaluated her pet, she left, without notifying us, to avoid the ****.  Therefore instructions for care of her pet could not be given.  She chose to not pursue the care her pet needed.

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

  Hospital Administrator

  Customer response

  07/19/2022

  
  Complaint: 17584919
  
  I am rejecting this response because:
   
  First, and foremost, ****************** is a liar because shes NEVER spoken to me! And I encourage her to provide valid proof of every one of these supposed conversations. 
  

  Second, I fully stated that other hospitals were diverting so we were forced to go there. Nowhere in my complaint did I say this location turned me away, so Im not certain what she was trying to gain by including that as a part of her response.
  

  Third, other than surgery, there was no treatment offered that could have been declined. I was advised that an MRI wasnt  available until the following Tuesday. As previously stated, no pain management was provided, or offered. We chose to leave because of the horrendously rude treatment received by multiple staff members. After we left, I called several other hospitals to see if an MRI was available immediately. Later that day, my dog was taken to another vet due to the immense pain THEY failed to treat. That doesnt sound like an owner thats declining treatment, does it? And Ill reiterate, there was no treatment to decline. 
  

  ****************** failed to address the main aspect of my complaint, which was the rudeness of her staff. However, judging by her defensive & impudent response, its rather clear that shes just as rude, and the egregious behavior encountered there is highly encouraged. 
  
  Regards,

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

  Business response

  08/03/2022

  Our hospital records every phone conversation at our hospital.  Unfortunately, the owner clearly does not recall our conversations, which we had several.  It appears her complaint now is that our staff, and myself, are rude.  I am truly sorry she feels that way, that is her perspective of the conversations, which I cannot change.  Again, we respect that she does not want to utilize our services in the future, and wish her the best.

  Sincerely,

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

  Customer response

  08/03/2022

  
  Complaint: 17584919
  
  I am rejecting this response because:
  
  
  In the previous response, *** ******* indicated that she, herself, spoke with me numerous times which was, and still is, a complete lie. If these calls are recorded, then shell have no problem providing proof of every one of these supposed conversations she and I have had! 
  

  As for my complaint now being about the rude staff, its always been about that! Unlike *** ******** Ive never waivered in my story, or issue. I guess thats what happens when one tells fallacies its hard to keep your story straight. As stated in my previous request, if *** ******* is so sorry, shes free to call me, and personally apologize, as I requested. Shes had my number and email. Ill be waiting!
  

  
  Regards,
  
  ***************************************

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/29/22 my dog was brought to Northstar Vet of Robinsville after being involved in a dog fight. My dog had a deep wound to his leg. I was only allowed to see my dog for 1 hour on 4/30/22 due to Covid restrictions although the state mandate had been lifted. I called the office multiple times each day and was always given minimal information and my questions were not answered. The answer I was given each time I called was no news is good news. I wanted to bring my dog home after the first 24 hours and was told that I couldnt handle his pain at home or I couldnt change his dressing at home.I can honestly say that I feel as tho they kept my dog to run up the ****, because each day when I spoke to one of the doctors during a quick phone call, I asked to bring him home. My **** for 4 days was $6500.00, which is an exorbitant amount of money! They stated that they had to sedate my dog for dressing changes, which after taking my dog to another vet for a second opinion, was not the case! Basically, that is all they did was sedate my dog and dressing changes, all of which could have been done at home! I wrote a letter telling them of my experience at their facility and asking for some of the monies I paid to be refunded. I spoke to the administrator, *********************, after I wrote the letter and after explaining how I was treated and the treatment my dog received. I expected to receive some monies returned but have not.I was never given any words of encouragement or positive words regarding his treatment. I was told words including skin graft, nerve damage, amputation, of which none were the case.It was after taking my dog to another vet that I realized how poorly I had been treated and the care my dog received was below standard. Even their own sister office in brick told me that they have had others complain about the robinsville office when I called them.Taking my dog out of there and going to another vet, and my care at home saved my dogs leg!!!

  Business response

  07/06/2022

  I have spoken to this owner regarding her complaint.  As we discussed, in order for me to review her complaint in full, she was to send medical records after leaving our hospital so that our Medical Director could review.  We still have not received any documentation from this owner.  We are unable to review her case without this documentation.

  Customer response

  07/25/2022

  
  Complaint: 17526101
  
  I am rejecting this response because:  I had my dogs' records sent to NorthStar vets, I emailed *********************, administrator, to make sure she received them, and I have not gotten a response! 
  
  
  
  Regards,
  
  *************************

  Business response

  08/04/2022

  Thank you for notifying me.  I have not received the records as of yet, please resend.

  Thank you

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

  Customer response

  08/17/2022

  
  Complaint: 17526101
  
  I am rejecting this response because: this business was sent medical records multiple times, ********************* corresponded with me via email that she received them.  Supposedly the medical records were to be reviewed by medieval director of northstar and I have not heard back from them to date.

  the medical records clearly show that my dog did not have to be sedated to have daily dressing changes done, and was only given gabapentin and trazodone before.  The vets at northstar keep my dog sedated, did dressing changes only to increase the bill that I had to pay upon discharge.  It was explained to me that the bill was under $4000 and I reatedly asked ****** if the bill remained under that amount and each day I was told yes its under $4000.  Imagine my surprise when I was finally allowed to pick up my pet that I was charged another $2700. I know they intentionally keep my dog and only allowed me to see him one time to run up the bill to reach $4000 and beyond.

  this business plays in peoples heartstrings because we love our pets and would do almost anything for them!  I paid $6500.00 for glorifies boarding for my dog and was denied access to him except for one time, this impeding his healing process.

    I cringe to think of the four days that my dog suffered in this establishment, sedated, scared and left in a cage just to be racking up a bill. I appreciate anything that the BBB could do to help me gain a refund of the monies I paid over $4000.

  thank you, 

  ************************* & ******

  
  
  
  
  Regards,
  
  *************************

  Business response

  08/29/2022

  I have spoken to this client, she did send the medical records as requested.  After reviewing the medical records, the hospital she went to continued with the same care we were providing.  The only difference was that she had to go daily instead of hospitalizing her per.  The owner approved all medical treatment provided by our hospital while her pet was in our care.  We wish her and her pet all the best.

  Customer response

  08/29/2022

  
  Complaint: 17526101
  
  I am rejecting this response because:
  
  Contrary to what was written from Northstar, their were several differences between the two Veterinarians, 1) my dog was not sedated for the dressing changes, he did not lay in a cage drugged out to run up the bill, northstar debrided his wound multiple times making it larger in size. 2) his ********** care was not approved by me, I wanted to bring my dog home and receive care from my own vet, each day I spoke to someone there I asked to bring my dog home and each day I was denied, it was as tho he was a prisoner there. 3) each time I spoke to someone there I asked if my bill was within the $4000 estimate abd each day I was told yes, I had to pay $2700.00 extra when he was finally discharged and I picked him up, I expect a $2700.00 refund. 
  In my opinion, they keep the dog there to run up the bill, inhibit his wound healing by debriding excessively, and  inhibited his healing by refusing to allow him to leave and keeping him caged away from his loved ones.  Northstar knows full well what they did and it is standard practice from what Ive heard from others!  

  
  
  Regards,
  
  *************************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my formal complaint.My dog, *****************************, had a torn ACL months ago but he started walking on it again he has good days and bad and then last week he tore his other ACL. He now has two legs that are not working and he is unable to walk and does not have a good quality of life He's an 8 year old 80 pound American Bully. We are still paying for our last visit here which was about $800 and nothing came of it. I called today ahead of time to have him euthanized and even called to pick up medicine to have him sedated since he has not been able to move for the past 3 days, nor eat and has accidents in the house. I was told to bring him in and they would euthanize him. We said our goodbyes to him and carried him in our car, he got taken out in a stretcher. He was then administered pain medicine, as we were waiting for our dog to have him euthanized in the room, the Doctor comes in basically interrogating us basically making us prove how much we actually love our dog and said that our dogs situation was bad, he has terrible knees but that with a stupid belly harness that he could be able to move around with a super condescending tone. Unbelievable!!!!! How inhumane is this place?? On top of that we were charged $213 for an injection, is this highway robbery??? As soon as we got home he was in terrible pain and we had to carry him out of our car. I don't know the doctors name that tended to us but he had curly black hair and glasses and was super unprofessional. I think it's unfair to have us go through this ordeal when we are already emotionally suffering for our dog and then charge us for an injection we never agreed to and that did nothing for my dog. Please make this right. This was in Northstar's *****, ** location. There are tons of reviews on their malpractice with animals.

  Business response

  06/29/2022

  I have reviewed the owners complaint and the patient medical record.  The manager from our Brick Location responded immediately to this owner on May 24,2022.  The owners brought their pet in, consented to everything that was done, which is why all services, injections were given.  Due to the owners financial constraints, our facility waived their exam/consultation fee, which they have neglected to state.  Our hospital also advised them to have their prescriptions filled elsewhere, as large pharmacies always have better pricing than smaller companies.  For this owner to make a false complaint after our hospital accommodated them anyway we could, is completely unacceptable.  Should they wish to discuss further, please feel free to contact me at ********************************

  Customer response

  06/29/2022

  
  
  Complaint: 17251666
  
  
  I am rejecting this response because:I did not give consent. The entire process was unprofessional and caused further pain and suffering to us and my dog.
  
  
  
  
  Regards,
  
  
  *****************************

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a female in the active duty military on orders. I was in the area and went inside to get information in relation to an appointment. I asked if I can use the restroom because I am also pregnant and need to use the bathroom frequently the lady in the front desk was extremely rude and disrespectful and refused me to use the bathroom. In addition to that she began yelling harassing me telling me if ******** sent you in which I stated no. She proceeded to yell at me and I advised her I apologize for the inconvenience I thought I could use the public bathroom since I made an appointment for my pet.

  Business response

  02/25/2022

  In order to assist this owner with the above complaint.  I would need to know which location they entered, time they went, and day they where there.  Our facility has never refused an owner the ability to use a restroom.  Please have the owner contact me directly so that I may pull the video footage for confirmation.

  Thank you

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

  Customer response

  03/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  

  the time of the location this was located at 2834 ***************************************** on Feb 25,2022 at 14:00 please pull video footage 
  
  Regards,
  
  *******************************

  Customer response

  03/02/2022

  
  Complaint: 16804319
  
  I am rejecting this response because: The time of the location this was located at 2834 ***************************************** on Feb 25,2022 at 14:00 please pull video footage 
  
  
  
  Regards,
  
  *******************************

  Business response

  03/02/2022

  I have contacted the listed owner via phone to obtain more information.  I did review the footage from the 25th, nothing found that describes the complaint.  I have asked the owner to contact me to discuss further, perhaps the wrong date was sent to me.

  Thank you

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

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had our cat to them in April 2020. I am still checking that we paid all their bills but cannot prove it yet. THey have not contacted us since 2020. On February 17 2022 I received a **** in the mail for $296. WHen I called to find out about it they said they did not get payment for medicine for around $74. AGAIN, we have not heard from them in almost 2 years.They said we owe the money due to interest and billing. The difference between $222 difference is too much PLUS they have never contacted us previously about it.

  Business response

  02/18/2022

  Thank you for bringing to my attention.  I will contact this owner regarding their billing inquiry.

*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. ↩