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:24/01/2025

  Type:Billing 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.

  Had my cat at vet (different) previous to Jan 16, 2025 and they could not determine a problem. My cat began to get sicker after hours so I brought him to emergency vet where they tried to charge me $309 just for being there, no treatment. A vet looked at him and said bladder blockage but the could clear it doing a simple proceedure for just over $300, to which I agreed.
  Through an unfortunate series of events my bank account was locked and wouldn’t be opened till morning. I contacted my pets insurance company where he is covered 90% and they offered to pay that right away and I would drop the remainder in the morning. They would not do it and I ended up out side in freezing cold with my pet in a carrier and no way to get home. Incidentally the vet told me the bladder could rupture and kill the cat at any time.
  I made it home by making an arrangement with the cab driver.
  I thought about my pets in pain and at risk of dying. I found a way to get the #
  $300 for the proceedure. I called the clinic and asked specifically if I brought him back in and paid, would they do the proceedure right then and release him to me and they said yes.
  I brought my cat in. I was very upset and sick myself but I was in no way being rude to them. They separated my from my cat. I was there for several hours as my cat sat caked in feces in a small carrier. They refused to do the agreed bladder proceedure but discharged him with 4 tablets of antibiotic and some pain medicine at a charge of $437.09 for a condition that was, in my mind not treated with the proceedure for a condition that they told me could potentially kill’s him in a very painful way. I don’t understand how that condition changed in those few hours from a bladder about to burst to something needing only 4 antibiotic tablets.
  Subsequently brought him back too the first vet clinic Including taxi fares this had cost about $1000 for taxis, visits and medication over 3 days, And much trauma for my cat and myself.

  Business Response

  Date: 01/02/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to review this concern and work toward a resolution.
  
  Upon receiving this complaint, the hospital’s leadership team conducted a thorough review of the visit. Our understanding of the events is as follows:
  -On January 15th at approximately 11:15 PM, the client arrived at the hospital as their pet was exhibiting signs of lethargy and pain.
  -The pet was promptly triaged.
  -As per hospital policy, an upfront emergency fee was requested to proceed with further care.
  -The client shared that, due to extenuating circumstances, the necessary funds were not available at that time.
  -The hospital team informed the client that, without payment of the emergency fee, they were unable to proceed with further treatment.
  -After evaluating the pet, it was determined that their condition was stable, and it was safe for them to return home. This occurred at approximately 12:15 AM on January 16th.
  -The client returned to the hospital at approximately 2:15 AM on January 16th with payment, at which point treatment commenced.
  
  We understand that this experience was distressing, and we sincerely apologize that it did not meet the client’s expectations. The health and well-being of pets remain our highest priority, and we strive to provide a high level of service to every client.

  To address this concern, we would like to arrange a time to discuss the visit in more detail. We kindly ask the client to provide a preferred method of contact and availability for a conversation. Our goal is to ensure open communication and work toward a resolution that helps restore confidence in our hospital.
  
  We appreciate the opportunity to address this and look forward to speaking with the client soon.

  Customer Answer

  Date: 06/02/2025

   I am rejecting this response because:
  
  
  They have not offered any solution. They have offered for some unspecified person to chat at some unspecified date with unspecified contact information.

  Customer Answer

  Date: 07/02/2025

  This is part of the response to ***** that was supposed to be attached to their response to my complaint.

  
  

  Thank you.

  Business Response

  Date: 11/02/2025

  Thank you for your response.

  We understand that you are looking for a more direct resolution, and we sincerely appreciate the opportunity to continue this conversation.
  To discuss your concerns further, we invite you to contact the Veterinary Specialty Centre of Newfoundland and Labrador at ***** ******** and ask to speak with the Practice Manager. They will be able to address your questions and work with you toward a resolution.

  We appreciate your patience and look forward to assisting you.

  Customer Answer

  Date: 11/02/2025

   I am rejecting this response because:
  I want the name of a person and their position in the business and a direct contact number for the individual. This business has not demonstrated any real desire to resolve the issue. 
  I don’t want to speak to some general person answering the phone at a clinic 

  Business Response

  Date: 11/02/2025

  Hello,
  The Practice Manager at VSCNL is ******** she is typically in the office from 8am-4pm Monday-Thursday. You can call the hospital at ***** ******** anytime between those hours and ask to speak directly to her. If she is available she can take your call right away, or if she is busy with another matter at the time of your call, a message will be left for her to call you as soon as she is available.

  Thank you.