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Business Profile

Emergency Vet

Bridgwater Veterinary Hospital and Wellness Centre Ltd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Emergency Vet.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:10/01/2025

    Type:Billing 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.
    Dec 12,2024 at Bridgewater Vet Clinic I brought my mini poodle in to be seen urgently as she was showing signs of breathing distress and was in severe pain. I was with my 2 young babies at the time. The tech came in and explain to me that they wanted to run bloodwork on her. She confirmed that the bloodwork would cost roughly $**** I confirmed that that would be roughly *** including the sick pet fee. She told me it would be ***, and to sign here. I signed, as I was about to pay $*** at our normal vet to have a blood panel done just weeks before. And the prices were comparable. When I went to leave after being there for hours with my 2
    Young kids, tired and stressed. I knew I'd have to pay the ***+ additional take home medicine. The total was suddenly $******* I paid. I then got home and was stunned at how high it was so I read through the invoice. And I realized they had charged me over $*** for bloodwork. Which is not what she told me I would be paying. I called and complained and they said "sorry it's a learning mistake and we don't offer any kind of refund." I feel totally lied to and angry and it was over a $*** difference. I am looking to have them refund me that price as that is not what I agreed to paying initially.
    $****** is the amount I should be refunded

    Business Response

    Date: 23/01/2025

    We
    are sorry to hear this pet owner was unhappy with their recent experience at
    Bridgwater Veterinary Hospital and Wellness Centre.  

    Our
    team's goal is to always provide compassionate care while being transparent
    about treatment plans and costs associated. In the case of this patient, a
    detailed treatment plan was presented in the exam room and signed by the
    client to ensure they were fully informed of costs prior to moving forward with
    Veterinary care. We understand that this was an emotionally challenging time,
    and we strive to make such moments as clear and supportive as possible.

    Our
    Leadership team actively investigated the clients concern and connected with
    the client, at this time we did not feel a refund is warranted. We strive to
    continually improve our communication and processes to better support our
    clients during emergency visits.

  • Initial Complaint

    Date:13/10/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Sept. 22, 2022 our German Shepherd went to Bridgwater Vet from our regular vet (******* ***) as she needed to be on IV fluids and had to undergo diagnostics. We brought her home Sept. 24 and on the morning of Sept 25 found she had a large weeping irritated area under her chin/neck. ( at the time of pick up we were told it was just some drool )
    We had to bring her back to our regular vet to be sedated, shaved and they put her on additional antibiotics, as well as steroid cream and an antibacterial soap. This ended up causing undue stress to our dog as well as costing us another $500 on top of the $1955 we spent at Bridgwater. Since Sept 28, I have been trying to contact Bridgwater for an explanation as to why/how this happened. I have e-mailed, phoned and gone down in person and have not received a response. I would really like an explanation as to why this happened, as well to be reimbursed in part or in full for the added cost.
    2 vets gave me second opinions saying that this likely happened from her being left in a cone in a kennel and due to her nausea, she had been drooling a lot and was not cleaned up properly, so this was completely avoidable.

    Business Response

    Date: 08/11/2022

    "We are sorry to hear that this owner is unhappy with the medical care that we provided her pet during its hospital stay. Management has actively investigated her concerns and has communicated with the pet owner. "

     

    Thank you,

    *******

    Customer Answer

    Date: 08/11/2022

     

    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.

    They have finally been in contact with me since filing the complaint with BBB. 



    Sincerely,



    Rachelle ******* ****

Bridgwater Veterinary Hospital and Wellness Centre Ltd is NOT a BBB Accredited Business.

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