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.

  12401 W Olympic Blvd Los Angeles, CA 90064-1022

• 

  VCA Elkton Animal Hospital

  400 W Pulaski Hwy Elkton, MD 21921-5200

• 

  VCA Animal Hospitals, Inc.

  2 Bridle Path Way Tyngsboro, MA 01879-2133

• 

  VCA Animal Hospitals, Inc.

  595 Columbian St South Weymouth, MA 02190

• 

  VCA Animal Hospitals, Inc.

  122 Cross Rd Waterford, CT 06385-1204

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:12/02/2024

  Type:Product 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 grandson brought his cat Mew to the ******************** on April 1. He had a stomach ache and he wasnt eating. Mew was treated and stayed overnight. He wasnt there about 8 hours. When I got the bill it was $3302.50! I was shocked. Emergency exam $195 Abdominal x -ray $490 Outside x-ray $100 Fluid set up $290 Bet scan $354 Abdominal ultrasound $925 The other charges seemed reasonable. The total bill was $3302.50 I feel like these charges were exorbitant. I never have been charged this rate with any of my animals.I called their office several times and spoke with the manager *** Castufka who never helped me and was rude to me and then wouldnt talk to me. I emailed the supervisor **** ******** who initially answered and said she would follow up at the hospital. She didnt respond to me. I sent a few more emails. No response. I also asked for the patient visit notes but never received them. Please help me find resolution.Thank you, Sincerely,****** *****

  Business Response

  Date: 12/04/2024

  Hi ******, we understand your concerns about the costs and communication during your grandsons visit. Our goal is to ensure satisfaction for all pet parents. Please reach out to us at ****************************** so we can review these concerns.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22628725
  
  I am rejecting this response because: You have not resolved my complaint regarding being overcharged from the veterinary hospital charges. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/19/2024

  ******, thank you for sharing your concerns with us. Our hospital manager has been trying to reach you to address this matter, and we have already adjusted the charge in line with recent pricing updates. Please expect a follow-up attempt to connect with you soon, as we are eager to ensure your concerns are resolved.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22628725
  
  I am rejecting this response because: The vet hospital only agreed to reimburse me for $150. The bill was $3300. I still am dissatisfied as I feel they really overcharged me for Mew's treatment.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/25/2024

  Type:Product 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.

  I received a letter from Revenue Accounting from ******** advising I had a $809.83 credit from 07/11/2020. This was from when my dog died at VCA Emergency Hosp #***. For her care I had to leave her at the hospital., they took my credit card details and kept her for 20 hours and then called to say she died. It was during Covid so business practices had been changed. I was never notified of an overcharge until I received the letter detailing a process for claiming the money before it was turned over to California unclaimed property. I filled out all the paperwork and mailed it to *********************************************. ***'s letter was dated July 23, 2024 and I mailed my paperwork August 6, 2024. Their letter advised to wait 10 weeks. To date, I have heard nothing. I have called and left messages with no reply and I have sent emails. My VCA item number is ********

  Business Response

  Date: 11/25/2024

  *******, I'm truly sorry to learn about your experience and the loss of your beloved dog. Our team takes situations like this very seriously, and I'd like to ensure your concerns with the credit are reviewed.Please reach out directly to ****************************  so we can work with you toward a resolution.

  Customer Answer

  Date: 11/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the refund check. Interesting that after 5 months of nothing, contacting the BBB resulted in very swift resolution.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/20/2024

  Type:Product 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.

  Hello.., Ive txtd *****/****** at *********************** where both my cats were treated.. VCA La Riviera Doctor stated ******* need emergency care possible staying for treatment cause he was seriously sick.. that wasnt the case.. I paid $1200 just for the ** doctor to give the same treatment that I took ******* in that day for his treatment at *********.. Ive left messages.. **** requesting my money back for having go through so much Trauma ( my older cat ******* ) had just passed away months earlier.. Doctor at ********** was cruel uncaring for *******.. Dr ***** was Finsters and Queenies treating Doctor and she was great.. The treatment ******* and I received that day was SO DEVASTATING TO ** BOTH.. Dr ***** stated to me that ******/***** would be refunding MONEY back to me.. After that I never heard back regarding a refund for unnecessary emergency treatment..please send me my $1200 to ********************************************..! Thank you!!

  Business Response

  Date: 11/20/2024

  
  *******, it's deeply concerning to hear about the difficult experiences you've detailed with ******* and *******. Our heart goes out to you during what must be a challenging time. We want to ensure all concerns are reviewed thoroughly, so please reach out to us at **************************** for assistance in addressing your situation.

• Initial Complaint

  Date:10/22/2024

  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.

  We brought our cat to the clinic for a lipoma in his ear. They drained his ear with a needle but could not do anything more being that they did not have any medication to inject to treat. Within 2 days, we were back at the clinic because it filled right back up. The Veterinarian never came in to speak with my wife. The vet tech proceeded to tell my wife that the next step would be to sedate the cat and told my wife that they would be placing tubes and stitches in his ear. Because the cat ate earlier, we were told we would have to bring him back another day. We brought him back on Saturday, and they took him from us and told us he would be ready for pick-up later in the day. When we picked him up, he was bandaged and had a cone around his neck. Within a day or two, he had the bandage off his ear and there were no drain tubes or stitches. We called the clinic, and they stated that he was sedated, ear lanced, and steroid injected and this was the treatment plan my wife signed off on. 1) When the vet tech stated they would be putting him under anesthesia, my wife asked if they were putting drain tubes and stitches and the vet tech said yes.2) We were told that my wife signed off on his treatment plan and that she was not told about tubing and stitched and yet we were sent a copy of the treatment plan, NO signatures, NO initials..Nothing.3) First time we took him, no anesthesia, nothing..they drained the fluid in his ear with needle. Second time he went in because the ear filled back up, they told us that the sedated him because the had to ***** the ear, and yet the treatment plan they sent that the claimed my wife signed off on states that they again drained with a needle. Why the sedation again? they did not have to sedate the first time when they drained with a needle.

  Business Response

  Date: 10/22/2024

  ******, we are truly sorry to hear about the challenges you and your wife faced regarding your cat's treatment. We want to ensure that every step of the process is as transparent and informative as possible. We would like to make sure your feedback is properly routed, so when you're able, please specify which hospital you visited. Thank you.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22455018
  
  I am rejecting this response because:
  You requested a reply regarding what clinic.  It was the *** animal hospital in *******, ********

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

  Business Response

  Date: 10/24/2024

  ******, thank you for getting back to us with this information. To allow us to further address your concerns, please contact ************************** at your earliest convenience. Your communication is appreciated, and we look forward to speaking with you.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22455018
  
  I am rejecting this response because: I already received that email address to respond to as a response to my Yelp complaint.  I was requested to provide information as to what happened.  I did all of that.  I never once received any response from the clinic nor the Office Manager.  For this reason, I would like to have a refund on my last VCA visit which amounted to $392.04.  My complaint as to what happened is stated again:

  I am just replying to the reply that was left in my Yelp complaint regarding VCA Lilburn animal hospital.  As I said, we brought our cat into the clinic due to a lipoma in his ear.  We were told that they did not have the medication required to inject into his ear, but they could drain it with a needle so he could at least have some relief from any discomfort he may be experiencing from this lipoma.  We agreed.  We were informed to bring him back once they get this medication needed and that we would be informed, when you all received the medication into the clinic.  Well, 2 days later, his lipoma was all filled up again and we were not sure whether you had the medication in yet or not, but we wanted his ear to be drained again so he could once again have some sort of relief.  So,my wife brought him back again.  During this visit, my wife never saw the vet at all.  It was a vet tech that saw ****** from start to finish. The vet tech informed my wife that this time they would be sedating ******.  My wife, who is in the medical field and also worked at vet clinics herself, stated to the vet tech "since you are putting him under sedation, does this mean you are placing a drain tube and stitches in his ear." The vet tech replied "YES."  So, my wife asked how much this was going to cost and they told her she would be right back with the amount.  They came back with an amount of $350...in that range.  They began to have my wife sign the sedation form, but found that ****** had ate,therefore, my wife was told to bring him back on Saturday morning and they will do it all then.  When she returned Saturday morning, she one again was requested to sign off on the form to have him sedated.
  

  
  Two days later, ****** had his bandage off his head, from around his ear.  We noticed no tube and no stitches.  I called to request what was done to him as my wife was told that a tube and stitches would be placed in his ear....(by the vet tech)...to allow for drainage.  I was informed that they sedated him, lanced his ear, and bandaged.  I was also informed that it takes bringing him back 4-6 times doing the same thing before you all possibly get it under control.  I was also told that surgery of putting in a tube is the VET's choice to make but only after all else fails.  I stated, that being that ****** is our pet and being that we are the paying customer, shouldn't that be our decision to make.  I was told that the vet does not do the surgery unless it is the last option because we could have fluid draining into our home as well as into the cats ear. Again, who owns the cat and who is paying the bill???
  
  Long story short, I was told that my wife "SIGNED OFF" on his treatment plan and was fully aware that they were not placing a drain tube in his ear and that if we were not happy with what was done, we could always request his record and take him somewhere else.  Therefore, I hung up the phone and spoke with my wife.  She informed me that she signed nothing except the sedation form.  The vet never came in to speak with her at all, and that she again asked the tech if they would be tubing his ear,because why else the sedation, they did not sedate the last time to drain his ear, and the tech replied "YES."
  
  My wife proceeded to contact our NEW vet and made an appointment that day to have ****** brought in.  They asked who he was previously seen by and we told him you all.  Thay requested my wife to contact you all, as some clinics don't like transferring records, because they don't like losing patients to other facilities.  Therefore, my wife called you guys back up and requested ******** medical history and while she had you all on the phone, she requested the medical treatment plan that was supposedly signed off by her.  
  
  1)They sent a treatment plan that she was never shown.
  2) The treatment plan has a spot for initials, printed name,signature and date.   ALL OF IT WAS BLANK (so much for the wife signed off on the treatment plan) We have the form by the way if you would like to see it.
  3) We were told that they lanced his ear...but according to the treatment plan, that was never signed off on, it states that his lipoma was drained with a needle....So, what was the need to sedate?...you drained it 2 days prior with a needle...no sedation.
  
  Due to these 3 reasons, I called back again and requested clarification or shall I say someone explain these discrepancies.  The conversation ended with either a veterinarian or vet tech took the phone from the woman at the counter...started accusing me of yelling at her receptionist and I was to stop calling there harassing the staff.  I was sent my records on my pets, and was told that I was free to take them elsewhere, so again, stop calling and good-bye.
  
  Apparently, when we are being told one thing but are getting another, you are not entitled to an explanation, you are told to stop calling,stop harassing, and if you are unhappy, here are your pets records...take them somewhere else.  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/08/2024

  Mr. ******* we truly value your feedback and understand the importance of clear communication. It seems there may have been some misunderstandings regarding the treatment plan for your cat, ******* and the procedures discussed. While its concerning to know you feel this way, we have thoroughly reviewed your concerns and received authorization for all treatments given.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22455018
  
  I am rejecting this response because thus is completely false. They received authorization to sedate only with the understanding that they would be conducting surgery and placing drain tube in ear.  Show me the agreed upon treatment plan that you all wrote up that was discussed and signed by my wife.  Also, the treatment plan that they submitted to us after we complained, does not match what they told us they did.  When we brought him in the first time, they drained his ear with a needle.  This time, per their treatment plan (that was not shown or signed off on by my wife) they sedated him and again, drained by needle.  According to the clinic, they did not drain with needle...but that is not what the treatment plan they again shown us after we complained shows..so which is it...because they did not need to sedate the first time to drain with needle..so why this time.  And if they did ***** the ear, why does the treatment plan state drained with needle.  I would like my money back from that visit in full, and I will agree that matters were settled and we all can just part ways and move on..otherwise, this will continue further, which I would rather it not.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/21/2024

  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.

  10/19/24 at 10:25am I walked into the *** with my pet **** ****** ******, black lab) for scheduled annual pet health appointment. I had put in my calendar 10:30am. When I walked in the facility the waiting room was empty. I let the front clerk know my pets name. She said Your appt. was at 10am and the doctor is not available to see your pet.I explained that I had the appt. for 10:30am and we are here.She walked to the back and came back up front and said We are busy and the doctor cant see you today.I said This is unacceptable service. Please give me a copy of my pets records and discontinue her as your patient. We will find another vet.She printed out the record, gave to me, and I walked ****** took time for me to prepare for the appt (fecal sample required) and drive to and from the clinic and no service was provided.This business is not providing services as advertised. This is unacceptable!

  Business Response

  Date: 10/21/2024

  ****, we're truly sorry to hear about the experience you described with your pet's appointment. We aim to provide excellent service to all our clients and their pets. To allow us to ensure your feedback is properly routed, kindly provide us with the name and address of the ************ you most recently visited.

• Initial Complaint

  Date:10/16/2024

  Type:Product 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.

  ************* is a predatory pricing model and refuses to give me a refund for either of my animals. They claim i signed a contract which they can not provide for me. They continue to refuse to cancel my subscription over the phone and in writing. I have asked multiple times and the company makes a business of of extorting pet owners.

  Business Response

  Date: 10/16/2024

  ******, your feedback is important to us, and it's concerning to hear about your experience. We want to make sure we address any concerns you have regarding our practices and services. To allow us to ensure your feedback is properly routed, kindly provide us with the name and address of the ************ you most recently visited.

• Initial Complaint

  Date:10/15/2024

  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.

  VC Mira **** included inaccurate information as well as unnecessary personal / private information in the animals file without my knowledge or consent. I want everything beyond vitals or specific health conditions of the dog removed. For example, anything related to my living situation, my personal health etc needs to be immediately removed. Also, any inaccurate information regarding ** *** must also be immediately rectified and disseminated with a rotation that it was in fact corrected.

  Business Response

  Date: 10/16/2024

  We truly value every piece of feedback we receive, ******. Your concerns about the details in your pet's files are important, and we'd like to address them promptly. To allow us to further discuss this matter with you, kindly reach out to ***************************.

• Initial Complaint

  Date:09/25/2024

  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.

  I received a fraudulent letter from a debt collector stating I owe VCA over $1,000.00 and they are collecting on that debt. I have statements that show zero balances and furthermore have never been contacted by *** regarding this supposed debt or did the staff at the local vet office know of any debt. When I disputed the debt with the collection company, nothing was provided about the debt and yet they continue to call to collect. *** is now creating fake debts to further take advantage of clients. This debt needs to be erased and a letter of apologies needs to be mailed to me.Attached is the last statement I was provided which shows a zero balance. Stop this nonsense and fix this mistake immediately.

  Business Response

  Date: 09/26/2024

  We are truly concerned to hear about your experience, ****. We urge you to connect with us at ************************************************** so we can discuss your situation in more detail and address any concerns. Thank you.

• Initial Complaint

  Date:09/24/2024

  Type:Product 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 booked separate appointments for my 2 dogs to travel by airplane. At each appointment, each dog was cleared for travel and got updated vaccinations. At one of my dog's appointments, anxiety medication (trazadone) was also prescribed for both my pets for the purpose of this airplane travel by the vet alongside a discussion of our flight time. The office said to send over an email with the exact date of travel and flight number for the "final step" of our appointment, and they would send me everything I needed for the flight including vaccine records.Upon providing this information via email as told by the office, a person from the office sent us a text message (attached) informing us that we would have to be seen in person AGAIN and our prior visits would not be valid for clearance. At the time of booking these two travel appointments for my dogs, the office did not disclose that we would need to come in again due to required timeframes necessary for travel. This was the first time this information was divulged to me as a consumer, despite following the exact protocols laid out to us by the ********* a result, I am now being charged duplicate fees for another round of appointments that could have been avoided if the office was transparent about the timeframe to begin with.I also was pushed by the office to acquire respective travel certificates for each dog. Upon further investigation this is inaccurate and false, and was not necessary. I do not need a travel certificate for the trip discussed in the office. In fact, the manager at the office even said to us it isn't required - yet the office encouraged us to get it and charged us for it.All in all I feel this entire experience was misinformed and we are seeking a refund on duplicate appointments and the travel certificates we did not need nor want. If the certificate was not required, the office should have never directed us to acquire it. The office is absolutely unresponsive to us as well.

  Business Response

  Date: 09/26/2024

  ******, thank you for reaching out and sharing your experience. We understand your frustration and concern over the situation with your dogs' travel preparations. It's important to us that our clients feel well-informed and that their needs are met efficiently. Please send an email to ******************************* so we can look into your concerns and discuss your experience further.

• Initial Complaint

  Date:09/23/2024

  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 September 20, 2024, I took my dogs ***** and **** to *** in ********, *** for boarding through the 23rd. I added a vet checkup for *****. I wanted to show the tech the spots on my dog to check as I informed her I was running late for an appointment. Instead I was taken back to a room to meet with Dr. ******* We discussed surgery options and he said he would do an xray. I let him know about my financial situation and that I was late for my appointment for my deceased husband. I was sent the paperwork for the surgery estimate but not the X-rays, bloodwork that he went ahead and performed. I spoke with four different staff members including. ******, ***, *******, and the tech. None of which supplied with me a written or verbal estimate of the cost of said services. I was shocked this morning when I was told the total was $890.00 dollars. When I asked if they consulted the bloodwork that the usual vet sent, I was told they have to do their own so they can interpret it. When I called back the amount had dropped to $743.47. Dr. ****** allowed *******, and *** to speak to be in an aggressive, disrespectful manner infront of other clients in the waiting area. ******* went on to further antagonize me after she acknowledged this office had been fired. I asked her to stop, that Im dealing with my husbands homicide trial thats taking place and she wouldnt. She relished in her derogatory speech to me. This office records clients on the phone without telling them before connecting or while speaking. Its only mentioned when you disagree with unauthorized work. This isnt the first time this has happened at this location and this ONlY happens at the ********, *** location. I have video documentation of what happened.

  Business Response

  Date: 09/23/2024

  *****, we understand how upsetting this situation must be for you, and we take your experience seriously. Your feedback is important to us, and we want to ensure that your concerns are addressed appropriately. When youre able, please reach out to ****************************** to discuss your experience further.