Complaints

This profile includes complaints for VCA Animal Hospitals, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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VCA Animal Hospitals, Inc. has 337 locations, listed below.

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• 

  VCA Animal Hospitals, Inc.

  12401 W Olympic Blvd Los Angeles, CA 90064-1022

• 

  VCA Lewis Animal Hospital

  10665 State Route 108 Columbia, MD 21044-1303

• 

  VCA Animal Hospitals, Inc.

  19 Main St Wakefield, MA 01880-1020

• 

  VCA Animal Hospitals, Inc.

  579 Adams St Quincy, MA 02169-1319

• 

  VCA Animal Hospitals, Inc.

  595 Columbian Street Weymouth, MA 02190-1147

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:09/23/2022

  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.

  Do employees at VCA get a bonus for following the companies plan for extracting a certain amount of money from the vulnerable? These "vets" are salesmen, who made me feel uncomfortable, fearful and financially overextended. My intuition told me that something didn't feel right, but I was under the influence of the salesman, who was selective in what he told me. He understood that the value in collecting money from me was only as good as long as she was alive and that her condition was serious enough that she'd have died while she was in their care if she'd been there any longer.
  
  ************************************************************************************************************************************** until I paid $716 for her "treatment plan" a lot more than I could afford to keep her there overnight.
  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 10, 2022/09/30) */
  ****** our hearts go out to you for your loss of *****. We are concerned by what you've shared about your experience and would appreciate an opportunity to speak with you about your feedback. Please let us know which hospital you visited, so we can provide the appropriate contact information. Thank you.

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  I have been going to this practice for a good twenty years - prior to it being purchased by VCA. During a phone call on Friday 8/26/22 the receptionist told the person on the other end, and I quote: "the only discount we have is a senior citizen discount for exams". When I asked the receptionist about it, I was told that the qualifying age is 62. NOTE: all of this is present tense, not past. I am now 68. An email was sent to the supervisor (************) that day. ********* called today, Monday 8/29, to inform me that the policy was never made public and since I never asked about it and did not receive it, it was no longer available, and I did not qualify. ********* also informed me that many were "grandfathered in" and those who qualified, grandfathered or not, are still getting this discount. Please explain how a policy that was never made public could be asked about in the first place, why a receptionist told someone just this past Friday that it IS available, and being a customer of better than 20 years I cannot, and better yet, did not receive it?
  

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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.

  RE: ACCOUNT NO. *** INVOICE NO. *********** have been taking my three pets to VCA Animal Hospital usually for their shots and annual physical wellness check. On August 13, 2022 I had scheduled my appointment for all three of my pets. Unfortunately and unforeseen situation I had an emergency which sadly I missed my appointment. I call immediately after my emergency was over which was about 2 hours later and I asked if they will still see my pets as a walk-in. Instead they rescheduled my pet's appointments for September 10, 2022. Surprisingly on September 5, 2022, I received an invoice in the amount of $75.00 which at this moment I had no idea of what this invoice was for since there was no explanation on the invoice itself about this charge. I tried to call immediately, but because of the holiday they were closed for the day. Today I called VCA Animal Hospital of ******************** in University Park, IL and explained myself about the situation and asked these charges to be removed from my account. I was told this charge was incurred on my account because of their new business policy I had to pay $25.00 per pet (Not per account therefore a total of $75.00 in addition to 0.42% finance charge per month!). The lady on the phone told me they will not remove the balance on my account because it was their own policy. I tried to explain that I was never notified either in writing or verbally about it. Even when I called on August 13, 2022, I was never informed about a potential charge against my account. I believe this is a predatory business trying to deceit customers like myself and others. I ask myself and wonder the number of customers who are in the same situation as I am today. I am optimistic for a resolution.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/07) */
  *****, we care about our clients very much, so it's unfortunate to learn that you feel let down by us in any way. In order for us to better address your concerns, please send an email to ****************************** to discuss this matter. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/10/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to emphasize, that I never received a copy of your payment policy either in writing or verbally. This week I received a balance invoice with double the amount from last month. Please explain why it doubled from the previous invoice. The original invoice was $75.00, new invoice current total amount is $150.32. Should I expect this invoice to double in the next 30 days? This is completely ridiculous, unethical, and outrageous. It proved me you don't care about your customers only what you can get by your deceiving means.
  
  I suggest you stop invoicing me for these charges and update my account to zero balance.
  
  
  Business Response /* (4000, 9, 2022/11/03) */
  *****, we apologize if our policies were not clearly communicated to you and for any frustration that's been caused. Please call the hospital directly or email us at ****************************** if you wish to discuss this further. Thank you.

• Initial Complaint

  Date:09/07/2022

  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.

  September 6, 2022
  We were billed for walk in appointment, despite making appointment online on Sept 4.
  Billed $37 for ultrasound that was given without permission
  Billed $138 for Urinalysis that was not disclosed on fee prior to procedure. Total bill of $292.26
  After discussing with manager she did waive the $37 for ultrasound and adjusted the additional fee for walk in, as it was clear we booked an appointment.
  No adjustment $138 for the procedure that was not explained the amount it would be.
  Paid $200 on adjusted bill.
  The lack of transparency and holding our dog hostage for a bill that was not discussed prior is unethical.
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/15) */
  ******, being transparent with our clients regarding our pricing and services is important to our team, so it's concerning to hear that you felt misled by us in any way. If you would like to discuss this matter further, please provide us with the name of the location you visited so we can provide the appropriate contact information. Thank you.

• Initial Complaint

  Date:09/06/2022

  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.

  March 9th took my dog to VCA Midwest for surgical ******************************************************* Surgery was successful. So we thought. After completing med cycle. ************************************* Twice now. Once on June 20th, the other September 5th. Took her back in both times. In June they admitted her for 3 days. Racked up over $3,000 in bills and they wanted more tests which meant more money. On September 5 was charged a extra fee for it being a holiday. Then charged me for a full check up, which I declined in the first place. Was on location for over four hours waiting. Then told nothing they can do for my dog. They were short staffed on a holiday to save money, but charged more to make more money. After spending over $10,000 plus at this place with in 6 months. This place pulls on your heart strings to get every penny you have. They have no empathy, no sympathy, for your pet. I spent all that money to help my dog to be back in the same situation I was in 6 months ago. VCA Midwest Veterinary is nothing but a scam with incompetent surgeons.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/14) */
  ***** we are disappointed to read your review, as your comments do not align with our values, and this is definitely not the kind of impression we hope to leave our clients with. We'd like to speak with you about your concerns and encourage you to reach out to our team at *************************** Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response is very disappointing, but expected nothing more from a capitalist corporate organization only looking out for shareholders. The response is auto generated and lacks empathy and compassion. I paid this organization over $10,000 dollars in six months to help my dog and all I'm worthy of is an email address. This capitalist organization has over 1,000 animal hospitals and generates 6 billion dollars annually. The only resolution that's acceptable is to refund my full amount so I can take my dog to a real specialist to fix what I paid them for.
  
  
  Business Response /* (4000, 9, 2022/09/21) */
  ***** it's unfortunate that you feel this way about your experience with us. We've conducted a medical review of ******** case and believe that we did our due diligence in providing quality care and making you aware of the associated risks. You are welcome to reach out to discuss this matter with us at *************************** Thank you.
  
  
  Consumer Response /* (4200, 11, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The only thing I'll accept from this corrupt corporation is the return of my hard earned money! Both times I brought my dog to your establishment ************ your were willing to do overly priced check-ups on my dog, also wanting to do anything else to scrape more money from me. But did not one thing for the underlying problem. My dog left your establishment *************************************************************** You did nothing! ************* sat in your office for over four hours waiting to get my dog some relief. Instead you danced around the root cause. Then told her it's not an emergency and nothing you could do for her but was willing to do an eye test. Then charge me $200. If anything you should pay for my *********** time. There is no proof you did a check up on my dog that you charged me for. She was taken to another room for a check up. Why can't a check up be done in front of the customer? I'm asking one last time to refund my money from my last 3 visits. Have ************* call me!
  
  
  Business Response /* (4000, 13, 2022/09/30) */
  ****, we understand your concerns and appreciate you taking the time to share them with us. It's unfortunate that we have been unable to arrive at a mutual resolution regarding this matter.

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  My dog passed away on 8/24/22 at VCA Regional Institute for Veterinary Emergencies and Referrals. I stated that I would like to have my dog cremated. An employee provided me with a booklet of options for cremation arrangements. I selected and paid $130 for an urn for my dog to be returned in. After nearly 2 weeks, I called wondering why I had not been contacted yet to pick up the urn. The employee states that in my account it had been selected for a communal cremation and said I did not wish to have the ashes returned (even though I clearly paid for an urn and the return of my dogs ashes). At no point has the vet hospital even offered a refund for the services that were clearly not rendered nor has the employee who made such a careless and impactful error been held accountable.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/19) */
  ***********, our entire staff sends our sincere condolences to you and your family for your loss. We recognize how challenging it can be to say goodbye to a beloved pet. We've reached out to you via email and hope to have arrived at a mutual resolution regarding this matter. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/09/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company discarded my dogs ashes when I clearly stated that I wanted them back. I posted this honest account of of events in a review on social media. They offered a refund only if I legally agreed to remove all disparaging remarks. My issue is not with how they handled my pet. My issue is with how they handled my pets remains and then bribing me after the fact.
  
  
  Business Response /* (4000, 9, 2022/10/04) */
  ***********, we understand that a member of our regional field leadership team has reached out to you to express our deepest condolences and with some ideas for remembering Dave. We do wish you and your family the very best.
  
  
  Consumer Response /* (2000, 11, 2022/10/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  **************, the regional operations director, handled this situation in the most professional and kind way possible (as compared to *********** who was rude and insulting). I appreciate everything he has done.

• Initial Complaint

  Date:08/03/2022

  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.

  There was no definitive answer and nothing was ever resolved. My dog got sent home with medication and the vet never said for sure what it was it was causing her issues. I make $18 an hour ********* and I paid $3,000 for one night at the emergency vet. They took advantage and did not care. My dog is not any better and I regret going there.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/17) */
  ******, we are sorry to hear that your dog is not doing well. We'd never want a client to feel regretful about their experience and hope to have the opportunity to address your concerns. Please let us know which hospital you visited, so we can provide the appropriate contact information. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  One of the tests they were supposed to run was a stool sample. My dog was there for 24 hours and they never got a stool sample from her. A week later when she was still sick I took her to my vet and they got a stool sample as well as provided a resolution and diagnosis. The vet at VCA took advantage of my situation and put more expensive tests before ruling out more common problems. If needed I can upload all the documents and the lack of diagnosis from the VCA. I visited the VCA in Fishers Indiana off of ***********. If you need the exact address I can provide that as well.
  
  
  Consumer Response /* (3000, 9, 2022/08/17) */
  ***Document Attached***
  
  
  Business Response /* (4000, 11, 2022/08/19) */
  ******, we understand your concerns and want to ensure they are fully addressed with our team. When you are able, please send an email to *********************** about this experience. Thank you.

• Initial Complaint

  Date:08/01/2022

  Type:Customer Service 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.

  I purchased the VCA care club during a visit when I believed my cat needed to be euthanized. The contract was not clearly relayed to me and neither was the fact that I could not cancel the contract if I felt I didn't need the insurance. This took place in October 2021. I have emailed and called with no return communication. My pet has not been back to the ********* VCA because of this very reason and I will not return to any of these clinics. I am requesting my contract to be cancelled as I agreed while I was under duress and also because they falsely presented the contract to me.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/08/05) */
  *******, we apologize if you've had trouble getting in touch with us to go over your concerns. Being transparent regarding our policies is important to us, so please contact our staff at **************************** so we can discuss this. Thank you.
  
  Consumer Response /* (3000, 13, 2022/08/29) */
  ***Document Attached***
  
  
  Consumer Response /* (3000, 14, 2022/08/29) */
  The business requested I contact them via an email they provided which I did and never received a response. I just received a notice today that my membership is being renewed in October. This business is literally stealing from me. I have sent paper letters as well as emails with no resolution.
  
  
  Business Response /* (4000, 16, 2022/09/08) */
  *******, we've attempted to contact you via email and phone and unfortunately have been unable to reach you. A voicemail was left requesting that you please get back to us so we can address your concerns. We hope to hear from you soon. Thank you.

• Initial Complaint

  Date:08/01/2022

  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.

  My dog got bloat where her stomach flipped and she needed emergency surgery but they wanted 9 grand to do the surgery I work paycheck to paycheck I can't just pull that out of my pocket so I had to drive and hr to my vet hoping for surgery but it was to late my dog is gone forever and can never be brought back they are price gouging people you go to a vets office that surgery is 500 to 1500 not 9 grand something needs to be done to them I will never recommend them to anyone so they are not scammed out of their money
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/05) */
  *******, we are truly sorry to hear of your pet's passing. We aim to help as many animals as possible and are saddened we were unable to meet your needs. We'd like to speak with you about your concerns and hope you'll let us know which location you visited so we can provide the appropriate contact information. Thank you.

• Initial Complaint

  Date:07/27/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Hello, I'm reaching out to file complaint against VCA*********************** Animal Hospital. I brought my cat ***** to this veterinary facility multiple times for his heart disease condition.On March 18th, 2022 I brought ***** to VCA and he was kept overnight, however I received no real response regarding his health and only received some medication to help with****************************** The vet did not have a cardiologist on site to give a good diagnosis on his condition and only had available openings in July, 2022 which was so far out. This visit cost me $2276.95.On April 7th, 2022 only a few weeks after ***** visit, I had to bring him to another hospital (******************************) as the issue was not resolved first visit at VCA. He had issue again and this animal hospital did have Cardiologist on site who stated issue seemed to be more **** related. This visit here cost me another $2268.11. However, I feel if my first visit to VCA was more effective I could have avoided this visit.On June 15th, 2022 I finally was able to get an appointment with Cardiologist booked a little more in advance from July, 2022 due to ***** issue progressing and needing a good diagnosis from specialist finally. There was *** done for ***** and he was prescribed medication which I had to pay over $300 for. This visit cost me $958.79.A few weeks later after being medicated, I tried to reach out to VCA but I received no follow-ups. Emails were sent as well so I could get name of pharmacy to order from, but I received no response. ***** got worse and I didn't want to see him in pain and received no follow-up so I had to euthanize him on July 11th, 2022. I was told ***** had around 18 months to live and I was excited, but seems that could not be the case. I have incurred around over $6000 and am hoping VCA can refund me some of this back and I can finally close this chapter in my life. It's been very stressful and hard on me and I hope VCA can help make this right.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/09/07) */
  ******, our hearts go out to you for the loss of your beloved******, and we would like to offer our sincere condolences. In assessing a pet's needs, any recommendations we make or services we provide, are based on what we can expertly deduce with the information that is available to us at a given time. We would like to connect with you and address your concerns further, so at your earliest convenience, please email us at **************************** Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate you kind words and condolences but I would like to resolve this here via ***.
  
  At the time when I first brought my pet****** to your location there was no availability of a specialist to analyze my pet. His issue intensified soon after and as I mentioned I needed to bring him to another ER and essentially pay same cost. I feel this could have been analyzed better on first visit.
  
  Later I could not get a hold of specialist to help me from your location in July. I felt due to lack of support best decision was to not let my pet suffer anymore.
  
  I am hoping VCA can compensate me for some (if not most) of cost from my initial visit and I can let my pet****** be at peace and put this behind us.
  
  I appreciate you consideration and thank you for timely response.
  
  
  Business Response /* (4000, 9, 2022/09/21) */
  We take your feedback and concerns seriously. We have initiated an internal medical review on******'s case. This can take up to 14 days to complete. Please let us know the best way to follow up with you.
  
  
  Consumer Response /* (4200, 11, 2022/10/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello, I'm selecting No to resolution as I want resolved here. However, I appreciate you taking time for the review.
  
  Please let me know the results of your review and how you can make this right.
  
  
  Business Response /* (4000, 13, 2022/10/11) */
  It's important to us that we connect with you to address this matter. Please call the hospital directly or give us your best contact information so we can get in touch. Thank you.
  
  
  Consumer Response /* (4200, 15, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello, you may contact me via email at ********************** I will leave this case open by selecting No for the time-being.