ComplaintsforAll Care Animal Hospital

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a formal complaint against All Care Animal Hospital in ********, **, due to their negligent services, which have caused significant emotional and financial distress.On July 9, 2024, I paid $832 for rabies FAVN tests for my pets, Pabu and Dolly, necessary for our travel to ***********. I was assured the results would be ready within four weeks. However, after four weeks passed with no communication, I began to follow up with the hospital.On August 9th, I contacted the clinic and was informed the vet tech handling my case was unavailable, but I would receive a call back, which never happened. Due to the urgency of my travel plans, I visited the clinic on August 10th, where I was told that the results wouldnt be available until August 21st, contradicting the original timeline. This delay forced me to rearrange my travel, resulting in additional expenses.Despite this new timeline, I received no update on August 21st. After multiple follow-up calls and visits, I learned on August 24th that the paperwork for my pets tests had not been submitted or was mishandled. A vet tech admitted that I had been screwed over. As a result, I was unable to obtain the necessary health certificates and had to leave my pets behind, a devastating outcome.Although the hospitals management promised a refund, I have yet to receive it. Since returning to ***********, my daily follow-ups have been met with more delays and excuses. I now request the Better Business Bureaus assistance in securing a full refund of $832 for services not provided and compensation for the emotional and financial harm caused by the hospitals negligence.

  Business response

  09/12/2024

  Please find attached Memorandum, Estimate, Invoice, medical notes, and refund receipt.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RE: All **** Veterinarian Yesterday, 2/2/23, I attempted to make an appointment for my goldendoodle, for her annual exam. In March 2023 I purchased an annual Gold Level Canine Prevention Plan of which ****** annual exam is included. The cost was $420.00.The receptionist took my information including the Gold Plan policy, and then put me on hold, as she relayed that her "computer froze". After being put on hold, I received an automated message paraphrasing that I am not permitted to contact the office by phone or in person. This was shocking as I was not aware of any such situation. At no time were we made aware of any situation that resulted in the change of status. In good faith, I purchased a Canine Prevention Plan for one year. I would like a resolution for the plan balance, which evidently, they have no desire to satisfy.

  Business response

  02/05/2024

  Goodmorning ******,

   I do believe there has been a lot of confusion on your part with the preventative care packages that we offer.  The packages are a collection of services that a client recieves at a discounted rate for the year.  In March 2023, **** was signed up for a gold package.  By July 2023, **** recieved the majority of the services out of that package.  After recieving those services you then wanted to upgrade to a higher package.  My staff spent quite a bit of time trying to explain the process to you.  Even after spending this time, you were still upset.  You were so upset you told us that you did not trust us or our doctors.  You wanted the plan canceled.  We explaind to cancel a plan we subtract what you have paid from the services at full price that the pet recieved.  In this case you would owe us money.  Instead of charging you money we waived the difference.  However, at that time we requested you recieve services elsewhere.  We sent a letter to the address on file.  This letter was sent in July 2023.  We apologize if you did not recieve the letter.  When you called in February to set your annual exam, the receptionist re-iterated that you were to recieve services elsewhere.  Please let us know where we can send your pet's medical records to. 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been clients for several years and recently this veterinary office has taken a huge decline. We had a difficult time making an appointment for our dog to be seen for a mass on his leg. Once the initial treatment wasn't effective, we were initially told we would have to wait 3 MONTHS for surgery which was too long to deal with the open wound that ended up resulting on the mass. Called daily to keep trying to move the appointment closer. Staff has no empathy for clients or their patients. Finally got the surgery scheduled about about a month and half from calling, which still seemed like a really long time to wait. After the surgery, we made a follow up appointment to return to get stitches out 2 weeks after the surgery. Right before our scheduled appointment, the office called to tell me the veterinarian had scheduled other appointments and would no longer be able to keep our scheduled appointment and the only options didn't work with my work and family schedule. They refused to schedule with another vet or tech to remove the stitches and ended up just canceling my appointment. Now I have a dog that I will have to remove the stitches from myself since they refuse to honor our appointment. Could not be more disappointed with their lack of professionalism and total lack of care for their patients. DO not bring your pets to this location as the lack of care is appalling.

  Business response

  06/07/2022

  Business Response /* (1000, 5, 2022/05/13) */ Thank you for taking the time to provide us feedback on your recent experience. We are sorry to hear that your experience with us did not exceed your expectations. Looking into this matter further, Dr. I**** recommended a biopsy if the growth changed. On Feb 16, 2022, the growth had started to enlarge and Dr. I**** gave an estimate for the mass removal. On Feb 16, 2022 you declined scheduling an appointment for the surgery. On March 31st you scheduled the surgery with Dr. I**** for June. We put you on a list to see if we could get you in earlier. We were able to get you in earlier on April 28th. The recheck appointment was scheduled at 3:30pm 5/12/22, we called requesting it to be moved to 2:45pm due scheduling conflicts. When you let us know, you could not make the earlier time, we offered several alternatives. Our receptionist attempted to reschedule the appointment for the recheck and was not successful. We apologize that a conflict occurred at the time you scheduled for. We are doing the best we can to meet the needs of all of our patients. We are sorry if you felt there was a lack of communication; that was not our intention. If you would like to discuss your experience further feel free to contact the office. Consumer Response /* (3000, 7, 2022/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Actually, we love Dr. I****. She in fact recommended a oral and topical medicine to try to see if we could get the mass to be less inflamed, which we did before deciding if we needed surgery. Her suggestion was to call and schedule if swelling, etc. didn't resolve. Once we realized the topical and oral meds were not successful and mass continued to be an issue, we called to schedule the appointment. Again being told the first option available was in June. The only reason we were moved up was because I called every day and asked for anything sooner - the mass actually started to have an ulcer and bleed. We had to switch to another vet, but were finally moved up to the end of April, meanwhile, my dog was clearly starting to be in pain and struggling. It is very unfortunate that the office was unable to address the issue any sooner. The day of the procedure, I was told that we would get updates - none were given. I called throughout the day and it took until very late afternoon before I finally got any information. I was told the vet would call after the procedure to let me know how it went, that didn't happen. I had to call at least 3 times to determine if I could pick my dog up. Again just another example of the poor communication that is happening at this practice currently. The canceling of our recheck appointment was just the final writing on the wall that this veterinary office truly doesn't care about their patients or clients. It is really unfortunate that the place has declined so much. Your response shows that you really don't care and I actually asked each time I called to speak to someone about the experience, that unfortunately didn't help either. Business Response /* (4000, 9, 2022/05/17) */ WE have made attempts to schedule suture removal with you. Angela you were verbally abusive to the staff. The expedience in which you are demanding services and unwillingness to partner with us is why we are in this position. This is a hospital that even helps their clients on emergencies after hours. I do not believe we can finish what we started as you have made it clear there is nothing we can do to make you happy. I wish you and your pet well for the future. There are other clinics in the area, hopefully one of them will be able to meet your demands, especially in these difficult times. Consumer Response /* (4200, 11, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, it seems like All Care Animal Hospital is unable to come to a resolution to the situation. It is unfortunate that they don't value their clients and patients, but they are correct there are lots of other highly recommended providers in the area that I am sure will be more professional.

*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. ↩