Complaints

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• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair 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.

  Complaint: ********
  
  
  
  I am rejecting this response because: While I appreciate the explanation of the scheduling change, I must emphasize that I was not informed in advance that Dr. Dan K********* would be unavailable or that the appointment had been reassigned to Dr. Chip K*********. Had I received such notice, I would have rescheduled accordingly. The lack of communication on this matter is the core issue, and it significantly impacted both the visit and my trust in the clinic’s process.Although I understand the clinic’s intention to ensure timely care, the client should have the opportunity to make such decisions. Ultimately, the appointment was distressing for both ******* and me. Dr. Chip’s unfamiliarity with *******’s history and the hasty recommendation of sedation stood in stark contrast to Dr. D**** more measured and compassionate approach. *******’s visible distress indicated that his discomfort was neither appropriately anticipated nor managed. To be clear, my concerns are not about Dr. Chip K*********’s professional qualifications, but rather his approach. It was evident during the appointment that he had not reviewed *******’s file, nor made an effort to build rapport- both of which are critical when working with a fearful, anxious dog who is in pain. Following the appointment, I chose to follow Dr. D**** previous recommendation: rest and pain management, if needed. ******* made a full recovery without sedation or invasive intervention, reinforcing my belief that the approach taken on April 10th was both premature and unnecessarily aggressive. With regard to billing: I do not object to paying for services that are requested and appropriately rendered. However, I do not believe it is fair to be charged for a service I did not want, especially in the absence of any prior notice that the requested service provider would not be available. The subsequent withholding of *******’s medical records until payment was received felt coercive, given the unresolved nature of the concerns I raised. Additionally, I would like to clarify that I spoke with the practice manager only because I specifically requested the conversation. I found the discussion to be disappointingly defensive and lacking in empathy, and I was particularly disheartened when the call ended before the matter was fully addressed. This interaction further diminished my confidence in the clinic’s communication and commitment to client care. As a client who made specific and reasonable requests, I felt dismissed and disrespected throughout this experience. I respectfully reiterate my request that the fee associated with the April 10th visit be waived, and that *******’s full medical records be released without further delay. 

  Sincerely,
  
  **** ******* ****

  n stated, “If he won’t be good, we’ll just have to place him under anesthesia another day,” and shortly after, began preparing for an anesthesia-based examination the next day.
  
  This interaction starkly contrasted a prior similar visit with Dr. Dan K*********, who had recommended a conservative treatment plan involving pain medication and rest for a week before considering anesthesia. At the end of the appointment on April 10, I was told to delay payment until the next day. However, when I called to cancel the follow-up and request my dog’s records, I was informed that the clinic would not release the records until the bill was paid. I explained that I would not pay for a visit with the wrong veterinarian, which had never been communicated to me in advance. I felt misled and manipulated by the clinic’s actions and expressed this concern to the office manager, who ultimately hung up on me.

  Business Response

  Date: 05/07/2025

  We appreciate the opportunity to respond to *** ****’s concerns regarding her dog ********* appointment at Village Veterinary Clinic on April 10, 2025.
  *** **** initially scheduled an appointment with Dr. Dan K********* for ********* limping concern. Unfortunately, due to unforeseen personal reasons, Dr. Dan K********* had to leave the clinic for the afternoon and was unavailable for scheduled appointments. To avoid the inconvenience of rescheduling and to ensure ******* received prompt medical attention for his limping, *** ****’s appointment was transferred to our available veterinarian, Dr. Chip K*********. This decision was made with the patient’s best interest in mind to avoid a delay in care for what could potentially be a painful or serious condition.
  During ********* examination with Dr. Chip, it was noted that ******* was in significant pain, which understandably made him distressed and sensitive to handling of the affected leg. For the safety of ******* and our veterinary staff, a muzzle was placed as a standard precautionary measure to allow for a safe examination. Please note that it is Village Veterinary Clinic’s policy to prioritize patient safety while also minimizing stress and anxiety during all visits.
  Given ********* discomfort and difficulty tolerating a full orthopedic exam while awake, Dr. Chip discussed with *** **** the recommendation for sedated radiographs and a more thorough evaluation under anesthesia the following morning. Dr. Chip also offered to hospitalize ******* overnight so he could be fasted appropriately for anesthesia and to provide added convenience for *** ****. *** **** declined the hospitalization offer and instead agreed to bring ******* back the next morning for the sedated procedure, which was then scheduled with our front desk team. At the conclusion of the appointment, *** **** was informed—purely as a courtesy and convenience—that payment for both the initial examination and the scheduled procedure could be handled together at check-out following the radiographs the next day. The following morning, *** **** called the clinic to cancel ********* sedated radiographs and requested a copy of ********* medical records. She was informed that we would be happy to provide ********* records upon receipt of payment for the services already rendered during the April 10 appointment. The practice manager also personally spoke with *** ****, offering to schedule an appointment with Dr. Dan K********* at her convenience and to place an alert on ********* account to ensure all future appointments were scheduled exclusively with Dr. Dan. *** **** declined both offers and informed the practice manager she preferred to seek veterinary care elsewhere. The practice manager reiterated that ********* records would be promptly forwarded upon receipt of payment for the examination performed by Dr. Chip, which included his professional assessment and the assistance of both a licensed veterinary technician and a veterinary assistant that facilitated the initial intake and patient history collection from *** ****. The practice manager explained that the charges on the account reflected the time and services provided during ********* visit. *** **** acknowledged this explanation and stated she would be filing a complaint with the Better Business Bureau. The practice manager acknowledged her statement and confirmed that no further resolution could be reached at that time. At Village Veterinary Clinic, we are committed to providing quality care with compassion and transparency. We regret that *** **** was dissatisfied with her experience and we wish ******* the best in his ongoing veterinary care.
  Please feel free to contact us if further clarification is needed.