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:08/19/2023

  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.

  On August 19th I brought my cat in to have his ears checked and cleaned. He has had problems with ear mites and I've been using drops I bought at ******* for the last month. They looked in his ears with a lit up instrument. And said they didn't see any mites there might be a couple they said. So they gave me some cream and told me to put drops in his ears twice a day. Then they talk to me into blood work and was talking about a biopsy they wanted to do a biopsy on him. Well for some reason I agreed to the blood work but said no to the biopsy. At this point I was pretty frustrated because they didn't clean my cat's ears and I kept asking him aren't you going to clean my cat's ears. So they took them in the back and apparently drawn blood I never did see that so I'm not sure if they did that or not. When he came back they wanted to make it another appointment I told him I did not want another appointment. They argued with me about this they said they had to make another appointment that I could cancel it anytime. So I went ahead and made the appointment I told him that I was going to cancel it anyway before they have a chance to charge me. So $248 later I walked out with my cat and a tube of cream that I probably could have bought on the Internet for $20. I'm very disappointed I felt bullied into the blood work and the follow up appointment. I watched the vet on ******* he flushed the cat's ears out with a saline solution and used a q-tip to look under the microscope for mites. They did none of this that's what I wanted them to do.

  Business Response

  Date: 08/21/2023

  Reviewing video footage - A full exam was performed on this patient and included looking at the cat's ears with our video otoscope. No mites were found on examination. The doctor recommends a culture in the future if the ear continues to have problems. She let the owner know that his cat was underweight and explained that the cat was dehydrated even though the owner had reported an increase in drinking.  She explained with cat's age, weight, drinking, and dehydration the best option would be to run some lab work. The owner was given a price for the lab work at this time and asked if he would like to proceed. He consented. ************** gave him a price for the exam, medication, and lab work before proceeding, the owner agreed. ************** took the patient to our treatment area to obtain samples. When the technician goes back into the room she and the receptionist explain that it's recommended by the doctor to see the pet back in two weeks to ensure the medication has done its job. The technician explains that if the owner wants to cancel, he can do so without penalty as long as he gives us 24 hours notice. He seemed fine with this and agreed to schedule, but said he might cancel in the future. The technician went over how and when to apply the medication. The receptionist apologized for any miscommunication. At no point in time does the owner decline lab work or medication. The doctor thoroughly explained her findings and clearly communicated options to the client. We did receive lab work back today and found that this cat does have significant abnormalities, so it was a good thing we did the lab work. ****************** called this client to review the lab work and the owner yelled at her and hung up on her. This owner will need to seek services elsewhere and be sure to have his cat treated for these abnormalities.