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:07/23/2024

  Type:Customer Service 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.

  Took cat for spay on 7/18/24 . Cat did NOT have fleas when I took her , they claimed my cat had fleas and charged me $38 for flea treatment . Now the cat has fleas , they were Not jumping on me before I took her to petsinc now they are . Talked to Adam and he told me there was a 0% chance the cat got fleas at petsinc and offered no solution to the problem, basically calling me a liar . They also claim to be a low cost clinic, $488 not a discount to me and would not recommend them to anyone

  Business Response

  Date: 08/07/2024

  please see the attached documents - 

  1. the appointment was made and we were told at the time the appointment was made that the cat was pregnant. this is an additional of $100.00

  2. the consult attachment shows all of the lines charges for what were done this day for this animal

  3. the invoice shows what was charged for each line item this day 

  4. is the documented phone call that our director of Operations took, outlines the tone of the conversation along with pertinent details that this was an outside cat before he brought it in for surgery.

  5. is the surgical / treatment consent form. At the bottom of the form note the high lighted and initialed (by Mr. *******) agreeing to the additional services and the cost of them.

           the price of the Spay surgery alone was 220.00 (listed on the left hand side midway down)

           he additionally had pre anesthesia blood work 70.00, yearly shots 25.00 + 15.00, pain medication 20.00, e-collar 12.00

  in the box on the right hand side of the page midway down you will see Treatment notes- there are 2 stickers as proof of shots and 2 hand written notes per the doctor - "HEAVY FLEAS" and "HEAVY PREGNANT" Mr ******* had already told us at the time of booking the appointment that "Pretty Girl" was Pregnant.

  The second page of the surgical consent form plainly states the following * ALL ANIMALS* section

             For the health and safety of all animals, there will be a 28.00 flea application charge if your animal is noted to have fleas.  If your animal is in heat (40.00) or pregnant (100.00) there is an additional fee to the cost of surgery. this was initialed by Mr. ******* as recognition and comprehension that these additional charges would or could occur. 

  he also circled "NO" to the question at the top of the second page asking if the animal was on flea medication.

  at the bottom of the 2 page consent form, after he initialed everything and all of the additional services, that he wanted done, is the Signature line - signed and dated - for everything to be done .

  with these documents initialed and signed by him, then a complaint about the price is of a flea treatment that was 28.00 for an outside cat- and the attending Dr writing that the cat had "HEAVY FLEAS", Why would the Doctor list medical information on the Chart if it was not True. Mr. ******* was yelling on the phone 4 days later at the Director of Operations (Andy)  and now a BBB complaint to be compensated for the entire amount of the service and procedures that he signed and agreed to. 

  The medicine that the cat was administered for fleas "Capstar" is only good for 24 hrs - which means it kills any and all fleas on the animal within 6 hours for that 24 hour period - if the cat was heavily infested with fleas. more would hatch out in a few days. he was offered to get on a flea prevention that would last 30 days at the time he spoke with Andy on July 22nd. 

  Please review the information and let me know if you have any further questions 

   

   

   

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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.

  On 8/17/2023 I dropped off my furbaby, Flea, to be cremated. I called them on 8/29 to see if she'd been returned yet and they said no, she was still at the cremation place being processed. I called again on 9/6 and was informed they, **** ***, couldn't locate where the cat was and would call me back by end of day. Since that didn't happen I called again on 9/7. Then they told me again she was still at the cremation place so i asked the lady if i was to call them directly, would I get the same answers they are giving me and the lady said yes and gave me the name if the place they use, Agape. I called there and the lady looked in her system and said that's odd.. they never picked her up. She said she was going to contact her driver and get back to me momentarily which also didn't happen. I then call Agape the next day 9/8 and she said she was waiting on a call back from **** *** bc they apparently have 2 freezers for storing animals and were only told about 1. On the night of 9/8 I did get a call from Agape informing me that they finally picked her up. What bothers me is that I called a few times and they never really looked into it. My furnaby had passed but its unacceptable that we paid for her cremation and she was shoved in a freezer and forgot about. I spoke to a Ron today, 9/11, at **** *** and he didn't care at all about the situation. Flea was my 10 yr old son's favorite cat and he's been upset and crying over this situation. It's bad enough that she died from a flea prevention, Nextstar. Flea was not even 4 yrs old and the way this has been handled has been heartbreaking for the whole family.