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Business Profile

Veterinarian

Gruda Veterinary Hospital

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:03/24/2025

    Type:Customer Service 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.
    My cat had a very successful surgery here and I would like my other pets to be seen here however the manager ******* refuses to take me and my pets on as clients because we were referred by another clinic. It is unfair for the manager to accept other new clients but refuse to take on my pets. There are services and doctors here that cannot be found elsewhere and I want to be able to see their doctors at my own will. ******* refuses to allow me to speak to the hospital manager or owner. ******* hangs up on my calls and provides no help or empathy in this situation. I want to speak directly to doctors or the owners about this situation and I do not want this manager to get in the way of the wellbeing of my animals. She is extremely rude and should reconsider her career.

    Business Response

    Date: 03/28/2025

    Gruda Veterinary Hospital is in a unique position because we
    are a general veterinary hospital, but we also accept “referral” surgeries from
    other local hospitals to provide services that they cannot perform at their
    hospital.  This is a very unusual
    situation, because typically a local competing clinic would not send their
    patients to another local clinic out of fear of losing clientele.  However, because *** ***** has established a
    very good working relationship with the other clinic/hospital owners, we see
    several referral surgeries a week from other local veterinary clinics.  The referring clinics KNOW that Gruda Vet
    will send their client back and not see them for anything other than the
    surgery follow-up.  This referral
    relationship is built solely on trust. 
    If we begin taking on referral clients as our own, the local clinics
    that refer to us would immediately stop.


    This has been our policy for over 20 years.  This is a direct quote from our front office
    training materials:


    "Once
    a client establishes as a “Referral”, they are not to be seen for general
    visits (wellness visits, vaccines, etc.) and we cannot see their pet for
    anything other than what it was referred over for and we cannot see their other
    pets unless they also are referred over."


    During or after each of your calls, our office manager has
    asked the owners if we can make an exception. 
    On each case, our response has been “no”.  I do understand that this may be frustrating
    to you.  However, we are not willing to
    jeopardize our working relationship or the trust with Santa Fe’s veterinary
    community.  

    Sincerely,

    ***** *****

    Customer Answer

    Date: 03/31/2025

    Complaint: ********



    I am rejecting this response because:



    Chelsea refused to ask if an exception could be made to you, Treva. I also asked about whether my primary doctor could refer one of my other cats and ******* also said no. So it sounds like there are some inconsistencies in the “story” and she just refused to help at all. I am sorry you’re not being told the truth, perhaps the calls are recorded. 



    Regards,



    ******** ******* 
     

    [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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