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Business Profile

Veterinary Referral

Vetster

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Veterinary Referral.

Complaints

Customer Complaints Summary

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

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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:28/10/2024

    Type:Product 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.
    Vetster and veterinarian were informed of pet's symptoms prior to the visit. During the visit, the vet advised me that the complaints were not suited to telemedicine, yet the fee was still collected. They refused to refund and only offered a credit for future services. *********** *** **** *********** I do not feel comfortable pursuing additional care. ** ********** * ********** *** ********* ******** ******** ***** ** ** ***** *** ******* **** *** ************ ********** ** ******* *** ********** *** ****** ** *** *********

    Business Response

    Date: 27/11/2024

    Thank you for bringing this to our attention. After careful review and direct communication with the client, we believe we have sufficiently addressed the matter. The client sought a refund regarding a case involving an animal where the veterinarian appropriately recommended in-clinic care. Triage and redirection to in-person care, when necessary, are integral parts of the service we offer. As an act of good faith, we have provided a credit to her account for a follow-up appointment, second opinion, or future booking. We consider this matter closed.

    Customer Answer

    Date: 28/11/2024



    Complaint: ********



    I am rejecting this response because a refund was requested but not issued. *** ******** ******* ** ******** ****************** **** *** ****** *** ****** ** ************ ** ********* *** * **** ** *** *********** ********** ********



    Sincerely,



    ***** *******

    Business Response

    Date: 28/11/2024

    Thank you for your follow-up regarding this matter. ** ********** *** ******** ******** *** ***** **** ** ********* *** ***** *** ******* ** *** ********** ********* Our platform connects clients with licensed veterinarians who provide professional guidance, including when a pet’s symptoms necessitate immediate in-person care. Triage and redirection to in-clinic care, when appropriate, are essential to ensuring the best outcomes for pets and their well-being.

    In this case, the veterinarian acted responsibly by recommending in-person care due to the pet’s symptoms, aligning with their duty to prioritize patient safety. While this does not constitute a failure of the service provided, we recognize the client’s dissatisfaction with the outcome. As a gesture of goodwill, we have processed a full refund for the appointment.

    ** ***** *** ******* *** ****** ********* ** ********* ************ ********** ******** **** ********** *********** ********* ***** We consider this matter resolved.

Vetster is NOT a BBB Accredited Business.

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