ComplaintsforVCA Animal Hospitals, Inc.
Animal Hospitals
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Complaint Details
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Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
10/19/24 at 10:25am I walked into the *** with my pet **** ****** ******, black lab) for scheduled annual pet health appointment. I had put in my calendar 10:30am. When I walked in the facility the waiting room was empty. I let the front clerk know my pets name. She said Your appt. was at 10am and the doctor is not available to see your pet.I explained that I had the appt. for 10:30am and we are here.She walked to the back and came back up front and said We are busy and the doctor cant see you today.I said This is unacceptable service. Please give me a copy of my pets records and discontinue her as your patient. We will find another vet.She printed out the record, gave to me, and I walked ****** took time for me to prepare for the appt (fecal sample required) and drive to and from the clinic and no service was provided.This business is not providing services as advertised. This is unacceptable!Business response
10/21/2024
****, we're truly sorry to hear about the experience you described with your pet's appointment. We aim to provide excellent service to all our clients and their pets. To allow us to ensure your feedback is properly routed, kindly provide us with the name and address of the ************ you most recently visited.Initial Complaint
10/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
************* is a predatory pricing model and refuses to give me a refund for either of my animals. They claim i signed a contract which they can not provide for me. They continue to refuse to cancel my subscription over the phone and in writing. I have asked multiple times and the company makes a business of of extorting pet owners.Business response
10/16/2024
******, your feedback is important to us, and it's concerning to hear about your experience. We want to make sure we address any concerns you have regarding our practices and services. To allow us to ensure your feedback is properly routed, kindly provide us with the name and address of the ************ you most recently visited.Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
VC Mira **** included inaccurate information as well as unnecessary personal / private information in the animals file without my knowledge or consent. I want everything beyond vitals or specific health conditions of the dog removed. For example, anything related to my living situation, my personal health etc needs to be immediately removed. Also, any inaccurate information regarding ** *** must also be immediately rectified and disseminated with a rotation that it was in fact corrected.Business response
10/16/2024
We truly value every piece of feedback we receive, ******. Your concerns about the details in your pet's files are important, and we'd like to address them promptly. To allow us to further discuss this matter with you, kindly reach out to ***************************.Initial Complaint
09/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I received a fraudulent letter from a debt collector stating I owe VCA over $1,000.00 and they are collecting on that debt. I have statements that show zero balances and furthermore have never been contacted by *** regarding this supposed debt or did the staff at the local vet office know of any debt. When I disputed the debt with the collection company, nothing was provided about the debt and yet they continue to call to collect. *** is now creating fake debts to further take advantage of clients. This debt needs to be erased and a letter of apologies needs to be mailed to me.Attached is the last statement I was provided which shows a zero balance. Stop this nonsense and fix this mistake immediately.Business response
09/26/2024
We are truly concerned to hear about your experience, ****. We urge you to connect with us at ************************************************** so we can discuss your situation in more detail and address any concerns. Thank you.Initial Complaint
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked separate appointments for my 2 dogs to travel by airplane. At each appointment, each dog was cleared for travel and got updated vaccinations. At one of my dog's appointments, anxiety medication (trazadone) was also prescribed for both my pets for the purpose of this airplane travel by the vet alongside a discussion of our flight time. The office said to send over an email with the exact date of travel and flight number for the "final step" of our appointment, and they would send me everything I needed for the flight including vaccine records.Upon providing this information via email as told by the office, a person from the office sent us a text message (attached) informing us that we would have to be seen in person AGAIN and our prior visits would not be valid for clearance. At the time of booking these two travel appointments for my dogs, the office did not disclose that we would need to come in again due to required timeframes necessary for travel. This was the first time this information was divulged to me as a consumer, despite following the exact protocols laid out to us by the ********* a result, I am now being charged duplicate fees for another round of appointments that could have been avoided if the office was transparent about the timeframe to begin with.I also was pushed by the office to acquire respective travel certificates for each dog. Upon further investigation this is inaccurate and false, and was not necessary. I do not need a travel certificate for the trip discussed in the office. In fact, the manager at the office even said to us it isn't required - yet the office encouraged us to get it and charged us for it.All in all I feel this entire experience was misinformed and we are seeking a refund on duplicate appointments and the travel certificates we did not need nor want. If the certificate was not required, the office should have never directed us to acquire it. The office is absolutely unresponsive to us as well.Business response
09/26/2024
******, thank you for reaching out and sharing your experience. We understand your frustration and concern over the situation with your dogs' travel preparations. It's important to us that our clients feel well-informed and that their needs are met efficiently. Please send an email to ******************************* so we can look into your concerns and discuss your experience further.Initial Complaint
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 20, 2024, I took my dogs ***** and **** to *** in ********, *** for boarding through the 23rd. I added a vet checkup for *****. I wanted to show the tech the spots on my dog to check as I informed her I was running late for an appointment. Instead I was taken back to a room to meet with Dr. ******* We discussed surgery options and he said he would do an xray. I let him know about my financial situation and that I was late for my appointment for my deceased husband. I was sent the paperwork for the surgery estimate but not the X-rays, bloodwork that he went ahead and performed. I spoke with four different staff members including. ******, ***, *******, and the tech. None of which supplied with me a written or verbal estimate of the cost of said services. I was shocked this morning when I was told the total was $890.00 dollars. When I asked if they consulted the bloodwork that the usual vet sent, I was told they have to do their own so they can interpret it. When I called back the amount had dropped to $743.47. Dr. ****** allowed *******, and *** to speak to be in an aggressive, disrespectful manner infront of other clients in the waiting area. ******* went on to further antagonize me after she acknowledged this office had been fired. I asked her to stop, that Im dealing with my husbands homicide trial thats taking place and she wouldnt. She relished in her derogatory speech to me. This office records clients on the phone without telling them before connecting or while speaking. Its only mentioned when you disagree with unauthorized work. This isnt the first time this has happened at this location and this ONlY happens at the ********, *** location. I have video documentation of what happened.Business response
09/23/2024
*****, we understand how upsetting this situation must be for you, and we take your experience seriously. Your feedback is important to us, and we want to ensure that your concerns are addressed appropriately. When youre able, please reach out to ****************************** to discuss your experience further.Initial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 22 of 2024 my female dog Coco had severe bleeding from her r***** Called her vet, which is VCA Saginaw animal Hospital. I explained to the receptionist what was going on she said I'll check with the doctor to see if we can take an emergency visit. She came back to the phone after talking with the doctor and told me to come in immediately.. I rushed to the veterinarian as told and they took me in immediately. The nurse came in took vitals on Coco and said we need to draw blood. I said OK. I also provided the potty pad, which showed the f**** with a lot of blood. The nurse came back 30 minutes after taking blood and said we need to take more blood. For some reason. Our equipment is not calibrating. She took more blood from Coco. It took another ********************************************* The doctor stated I'm surprised you're here. I told the receptionist to send you to a veterannary emergency hospital.. I told the doctor I was not told that I was told to come in immediately and that this hospital is listed as an animal hospital. The doctor advised me they were not equipped to handle this emergency and that their equipment was not calibrating the blood, and they could not give me any results.Your dog could die from! So upon me leaving, they handed me a invoice for $425.70 when they couldn't do anything for my dog, they couldn't calibrate the blood and I was supposed to go to an emergency veterinarian, I advise them. I would call the Director and talk to them about this incident and left immediately to the veterinarian emergency group.. while I was at the veterinarian emergency group and they were taking care of Coco. I explained to Dr. ******* what had taken place and she said I'm going to call the veterinarian by law they have to give us Coco's records. VCA Saginaw animal Hospital refused to provide any information and would not send Coco's record. Coco's veterinarian bill was $1348.06 which I paid in full..Business response
09/20/2024
********, we're genuinely concerned to hear about Coco's condition and the events you described. It's important to us that every pet parent feels supported, especially in urgent situations. We want to ensure your concerns are thoroughly reviewed. Please reach out to ************************** so we may discuss your experience further.Initial Complaint
09/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I uploaded details to supporting documents.Document with datails:VCA California Veterinary Specialists-Murrieta-Complaint- ******* *******.pdfBusiness response
09/09/2024
*******, our highest priority is the well-being of our patients and the support of their families during challenging times. We understand how distressing your visit must have been, especially given the situation with ******. We'd appreciate the opportunity to review your concerns further and offer support, so please reach out to ******************** at your earliest convenience.Customer response
09/10/2024
Complaint: 22251607
I am rejecting this response because:
Sincerely,
******* *******Because I contacted them a week ago, and the only reason they are replying now is because BBB is involved. I have not received a phone call or any form of resolution from the truma their doctor and staff did. This is not an easy issue. They attempted to scam me for extra money or persuaded me into killing my dog for no apparent reason.
I want to know why the staff would wish to harm my dog and my family at a time of need.
Business response
09/17/2024
******** we understand your perspective and appreciate you reaching out to follow up. We understand that our area manager has been in touch with you directly last week, and that she had communicated she would follow up with you again at the end of this week after all of the relevant details had been gathered for a comprehensive discussion. If you have further concerns in the meantime, you are welcome to contact us at ***************************. Thank you.Customer response
09/24/2024
Complaint: 22251607
I am rejecting this response because:
Sincerely,
******* *******When I spoke with the manager, she attempted to distort the situation by claiming her staff was not at fault for nearly killing my dog. Her tone indicated a lack of remorse or empathy for the carelessness and negligence of her staff. Contacting VCA is pointless as they are not helping the issue they cuased. They are just attempting to cover up their negligence.
Initial Complaint
09/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went into the *** on September 3rd I wanted to discuss the care given to my dog ****** First the receptionist said there was no one for me to talk to. She wanted me to tell her alittle about what I wanted to talk about. She said she would not let her boss be blindsided but I said that would be good then the truth comes out. She said no so I kind of explained what my complaint was she was rude and no emotions. ***** was admitted on August 14rh by my dog sitter. I was out of the country. ***** was having seizures before they would do anything they wanted $4000.00. Really $4000.00 you have my dog. Thats not our biggest complaint. I did not find out until Friday the 16th as to what was going on. I finally talk to them I told them ***** has my full permission on whatever ***** would need. I wanted ***** taken out of the *** and taken to ******** . My friend went to see ***** he was traumatized shaking scared smelled from urine and ***** matter. His feet were yellow chin yellow and face dirty. He also had a sore below right eye of hair matted tear stains. It was perfectly raw when I finally shaved him. I was in the middle of the ocean on a cruise trying to get out. We finally got home on Sunday the 25th. I found out they would not gone ***** any information they hung up on her. To me this is very disrespectful. We wanted ***** removed August 18th. To go to another hospital. At that time ***** was stable and all they did was give him his medication . They did no more bloodwork so he sat in this cage terrified there was no compassion. ***** was not the same dog when I brought him home. Please do not get me wrong I am grateful they saved my ***** but it was the care after wards. He should of gone home Friday with ***** that us what we cant understand. When I saw ***** he was not my dog. He was traumatized skittish skinny yellow feet dirty face. ***** tried to clean him up but he wouldnt have it. He was afraid of everyone. I just want to talk to someone in person.Business response
09/05/2024
****, we're genuinely concerned to read about your experience. We always aim to provide compassionate care, and it's troubling to hear about your concerns regarding *****'s stay. When youre able, please specify which hospital you visited so that we can make sure your feedback is properly routed. Thank you.Initial Complaint
09/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
VCA has not provided us our test results from months ago. I have contacted them verbally and in writing and they haven't resolved the issue. I requested to speak to the practice manager and was not put in touch with this person. Either provide the ENTIRE file of clinical summary, notes, tests performed, results, etc or provide a full refund.Business response
09/04/2024
******, we're deeply concerned to hear about your experience with obtaining test results. We want to resolve this for you as quickly as possible. When youre able, please specify which hospital you visited so we can make sure this matter is properly routed. Thank you.
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Contact Information
Customer Complaints Summary
155 total complaints in the last 3 years.
70 complaints closed in the last 12 months.