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 Lewis Animal Hospital

  10665 State Route 108 Columbia, MD 21044-1303

• 

  VCA Elkton Animal Hospital

  400 W Pulaski Hwy Elkton, MD 21921-5200

• 

  VCA Animal Hospitals, Inc.

  1849 Ocean St Ste 4 Marshfield, MA 02050-4970

• 

  VCA Animal Hospitals, Inc.

  342 Atwood Ave Cranston, RI 02920-4048

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:09/20/2024

  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 August 22 of 2024 my female dog Coco had severe bleeding from her r***** Called her vet, which is VCA Saginaw animal Hospital. I explained to the receptionist what was going on she said I'll check with the doctor to see if we can take an emergency visit. She came back to the phone after talking with the doctor and told me to come in immediately.. I rushed to the veterinarian as told and they took me in immediately. The nurse came in took vitals on Coco and said we need to draw blood. I said OK. I also provided the potty pad, which showed the f**** with a lot of blood. The nurse came back 30 minutes after taking blood and said we need to take more blood. For some reason. Our equipment is not calibrating. She took more blood from Coco. It took another ********************************************* The doctor stated I'm surprised you're here. I told the receptionist to send you to a veterannary emergency hospital.. I told the doctor I was not told that I was told to come in immediately and that this hospital is listed as an animal hospital. The doctor advised me they were not equipped to handle this emergency and that their equipment was not calibrating the blood, and they could not give me any results.Your dog could die from! So upon me leaving, they handed me a invoice for $425.70 when they couldn't do anything for my dog, they couldn't calibrate the blood and I was supposed to go to an emergency veterinarian, I advise them. I would call the Director and talk to them about this incident and left immediately to the veterinarian emergency group.. while I was at the veterinarian emergency group and they were taking care of Coco. I explained to Dr. ******* what had taken place and she said I'm going to call the veterinarian by law they have to give us Coco's records. VCA Saginaw animal Hospital refused to provide any information and would not send Coco's record. Coco's veterinarian bill was $1348.06 which I paid in full..

  Business Response

  Date: 09/20/2024

  ********, we're genuinely concerned to hear about Coco's condition and the events you described. It's important to us that every pet parent feels supported, especially in urgent situations. We want to ensure your concerns are thoroughly reviewed. Please reach out to ************************** so we may discuss your experience further.

• Initial Complaint

  Date:09/09/2024

  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 uploaded details to supporting documents.Document with datails:VCA California Veterinary Specialists-Murrieta-Complaint- ******* *******.pdf

  Business Response

  Date: 09/09/2024

  *******, our highest priority is the well-being of our patients and the support of their families during challenging times. We understand how distressing your visit must have been, especially given the situation with ******. We'd appreciate the opportunity to review your concerns further and offer support, so please reach out to ******************** at your earliest convenience.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22251607
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

   

  Because I contacted them a week ago, and the only reason they are replying now is because BBB is involved. I have not received a phone call or any form of resolution from the truma their doctor and staff did. This is not an easy issue. They attempted to scam me for extra money or persuaded me into killing my dog for no apparent reason.

   

  I want to know why the staff would wish to harm my dog and my family at a time of need.

  Business Response

  Date: 09/17/2024

  ******** we understand your perspective and appreciate you reaching out to follow up. We understand that our area manager has been in touch with you directly last week, and that she had communicated she would follow up with you again at the end of this week after all of the relevant details had been gathered for a comprehensive discussion. If you have further concerns in the meantime, you are welcome to contact us at ***************************. Thank you.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22251607
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

   

  When I spoke with the manager, she attempted to distort the situation by claiming her staff was not at fault for nearly killing my dog. Her tone indicated a lack of remorse or empathy for the carelessness and negligence of her staff. Contacting VCA is pointless as they are not helping the issue they cuased. They are just attempting to cover up their negligence. 

• Initial Complaint

  Date:09/05/2024

  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.

  I went into the *** on September 3rd I wanted to discuss the care given to my dog ****** First the receptionist said there was no one for me to talk to. She wanted me to tell her alittle about what I wanted to talk about. She said she would not let her boss be blindsided but I said that would be good then the truth comes out. She said no so I kind of explained what my complaint was she was rude and no emotions. ***** was admitted on August 14rh by my dog sitter. I was out of the country. ***** was having seizures before they would do anything they wanted $4000.00. Really $4000.00 you have my dog. Thats not our biggest complaint. I did not find out until Friday the 16th as to what was going on. I finally talk to them I told them ***** has my full permission on whatever ***** would need. I wanted ***** taken out of the *** and taken to ******** . My friend went to see ***** he was traumatized shaking scared smelled from urine and ***** matter. His feet were yellow chin yellow and face dirty. He also had a sore below right eye of hair matted tear stains. It was perfectly raw when I finally shaved him. I was in the middle of the ocean on a cruise trying to get out. We finally got home on Sunday the 25th. I found out they would not gone ***** any information they hung up on her. To me this is very disrespectful. We wanted ***** removed August 18th. To go to another hospital. At that time ***** was stable and all they did was give him his medication . They did no more bloodwork so he sat in this cage terrified there was no compassion. ***** was not the same dog when I brought him home. Please do not get me wrong I am grateful they saved my ***** but it was the care after wards. He should of gone home Friday with ***** that us what we cant understand. When I saw ***** he was not my dog. He was traumatized skittish skinny yellow feet dirty face. ***** tried to clean him up but he wouldnt have it. He was afraid of everyone. I just want to talk to someone in person.

  Business Response

  Date: 09/05/2024

  ****, we're genuinely concerned to read about your experience. We always aim to provide compassionate care, and it's troubling to hear about your concerns regarding *****'s stay. When youre able, please specify which hospital you visited so that we can make sure your feedback is properly routed. Thank you.

• Initial Complaint

  Date:09/04/2024

  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.

  VCA has not provided us our test results from months ago. I have contacted them verbally and in writing and they haven't resolved the issue. I requested to speak to the practice manager and was not put in touch with this person. Either provide the ENTIRE file of clinical summary, notes, tests performed, results, etc or provide a full refund.

  Business Response

  Date: 09/04/2024

  ******, we're deeply concerned to hear about your experience with obtaining test results. We want to resolve this for you as quickly as possible. When youre able, please specify which hospital you visited so we can make sure this matter is properly routed. Thank you.

• Initial Complaint

  Date:08/28/2024

  Type:Order 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 am a member of the ************** The ************ at which I signed up for the ********* was unable to timely accommodate an appointment for my pet so we made an appointment at another ************ just down the road. At the appointment, we were informed that the ********* only covered services for the sole ************ at which we entered the *********, and thus we were charged for the wellness exam ($110). I was not aware of this limitation, and searching online, including the marketing materials put forth by VCA, found no mention of this significant limitation of ********* benefits. Apparently it is buried in the T&Cs of the ********* contract, but otherwise this significant limitation does not appear to be mentioned elsewhere. Accordingly, it feels like a classic "bait" and "switch" circumstance as it was a consumer surprise for me, and I definitely did not appreciate feeling taken advantage of. VCA should do better than this.

  Business Response

  Date: 08/28/2024

  ****, were sorry to hear about the confusion you experienced regarding the CareClub benefits. Our aim is to provide clear and helpful information to all our clients. We would like to review your experience in more detail and address any concerns. To allow us to ensure your feedback is properly routed, kindly provide us with the name and address of the ************ you most recently visited.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22204989
  
  I am rejecting this response because:

  A request for further information was received concerning the *** hospitals that I referenced. In response, I note that my regular ************ is ************, but in this instance they were not able to accommodate an appointment within 5 or more days so, in the interest of time and out of concern for my pet's condition, we visited *** Littleton as they were able to schedule us the next day.

  I trust this information is helpful.

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

  Business Response

  Date: 09/04/2024

  Thank you for providing this information, ****. We would like to further discuss this with you, so when youre able, please get in touch by sending us an email at ***************************** We look forward to connecting.

• Initial Complaint

  Date:08/26/2024

  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.

  On 8/06/2024 , I brought my 7 year old beagle to VCA Animal Hospital/ ****** Animal Hospital for concerns about a lump in her groin near her bladder and blood in her urine. They examined her and did bloodwork, and i told them this was the 2nd time in a month that she was having difficulty peeing and constant blood in the urine. They decided to treat it as a urine infection, put on 10 days of antibiotic that did not work and furthermore should have done more to check for stones . When asked what the lump was in her groin they told me it was just fat, and they didnt know why there was a swelling, without even mentioning or being concerned about it. Needless to say, after them 10 days , i was forced to rush her to Ocean State Veterinary Services, due to vomiting, no peeing but blood coming out of her v**** When they tested her, they found her to have bladder stones that had swelled out her bladder, on the verge of exploding. Bear in mind before this happened she had ****** uti and nothing was investigated by this vet, nor were they concerned. The 10 days of antibiotic, was 10 days that could have been spent examining why she had these issues, not making me and my poor dog wait 10 days! They are negligent in this! I want and demand a full REFUND!! Sadly, my dog was put down at the ** cause it was too late! I want this REFUND of the total amount so I can at least pay for her cremation of an extraordinary animal that didnt need to die! REFUND me the total amount spent $737.57 or i will get a lawyer. This place is negligent and should be shut down!

  Business Response

  Date: 08/26/2024

  ****, we deeply empathize with your feelings during this incredibly difficult time. Your experience is important to us, and we want to address your concerns with the attention they deserve. Please reach out to ************************* so we can discuss this further and understand more about your situation.

• Initial Complaint

  Date:08/23/2024

  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.

  I took my cat to VCA Animal Hospitals ******************** **************************************, on 8/17/2024 at about 3:30pm for a urinary blockage. My cat was the only animal there at the time. There was only 1 vet on staff at that time. They took him to the back to start treatment. I noticed they didn't shave the spot in order for the needle/IV to be placed properly. The ** vet told me that his leg was mostly likely while placing the IV. They sedated him to start the catheter. While my cat was sedated, an emergency showed up. I was informed about this. However, almost 2 hours later, they informed me that my cat needed to be sedated because he had woken up. About 30 minutes later, the vet came in and told me that she was unable to run the catheter due to a possible stone in his urethra. She then said there is no vet that will be able to run the catheter to unblock him. Again, my cat was not shaved, which meant that her she didn't have a good visual to run the catheter. I was close to 8pm, when the office closes. I was told there was nothing they could do at this time, he will most likely need surgery. I ended up taking him to the ** vet the following day. That vet was able to put a catheter in, without issue. He ended up having surgery and is doing well. My complaint is that the vet at VCA did not provide my cat with the proper treatment. We sat there for 4 hours, treatment time was less than an hour. He wasnt shaved to provide a clear field of vision. Because it was almost 8pm I felt it was easier for her to tell me that she couldnt place the catheter than to actually do her job. they only thing they did was traumatize my cat. To empty his bladder, they put a syringe through his abdomen to drain it. This cost me $1261.35 for them to do the bare minimum to help my cat. I would like a refund. I was able to speak to their office manager, she did apologize for what happened, however, was not willing to refund my money. *****************************

  Business Response

  Date: 08/23/2024

  ******, your cat's well-being is important to us, and were truly sorry to hear about your dissatisfaction with the level of care received.We encourage you to reach out to ********************,as we are eager to further discuss your concerns. Thank you.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22183388
  
  I am rejecting this response because:

  I sent an email to the email address they provided, however that was 4 days ago and I have not received a response. 

  I am asking for a full refund due to my cat not receiving the care he deserved and because he was hurt and traumatized by the process. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/06/2024

  ******, thank you for reaching out. We attempted to contact you by phone on 9/4 and 9/5, and left a voicemail. At your convenience, we ask that you give us a call back to discuss this further. Thank you again.

• Initial Complaint

  Date:08/23/2024

  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.

  Complaint Summary - VCA Wilshire Animal Hospital *Initial Promise: We were told that the ringworm test results for our cat would be available by Tuesday or Wednesday this week.*Delayed Communication: Upon calling on Tuesday, we were informed that the doctor was out and might provide an update on Wednesday. On Wednesday, we were told the doctor would be out until Sunday and only he could give us the results.*Critical Situation: I emphasized that we have two cats, and ringworm can easily spread to the healthy cat, myself, and my boyfriend, making it urgent to receive the results ASAP.*Inconsistent Information: Despite explaining the urgency, we were repeatedly told it was illegal to share the results and only our doctor could update us on Sunday. This contradicted their initial promise of providing the results by midweek.*Unclear Test Status: After my boyfriend called to stress the priority, we were sent a vague result stating, "the result is being rechecked and will be set up on the next regularly scheduled test run."*Demanding Results: Frustrated, my boyfriend called again, spoke to a doctor, and insisted on receiving the results. Shortly after, we were sent another PDF confirming our cat tested positive for ringworm.*Concerns Raised: While Im relieved to finally have the results and begin treatment, I am deeply upset and feel betrayed by the vets handling of the situation. It appears that the initial result was possibly fabricated to delay providing the final results until we demanded them.*Trust Breach: This experience has left me frustrated, confused, and angry, questioning the trust I placed in VCA Wilshire Animal Hospital to prioritize my cat's health.

  Business Response

  Date: 08/23/2024

  ****, we are truly concerned about the experience you've described. Ensuring timely communication and clear guidance is crucial, and we understand the urgency in such a situation involving potential ringworm. We assure you that our team is deeply committed to the well-being of our patients.Please send an email to *************************** so we can review and discuss this matter further.

• Initial Complaint

  Date:07/23/2024

  Type:Sales and Advertising 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.

  This complaint is for VCA Orange County Veterinary Specialists - 24 hour ****** care in ******, ***I seek their ****************** for my Dog on 7/19/2024. Due to their computer issue, they were not able to provide medical records and written medicine prescription, but insisted to purchase medication from them and they will price match ******** Vet medication price. Also, they promised to deliver my Dog's medical record and call ****** for medicine price on 7/20/2024.Sunday morning, 7/21/2024. I call them to get my dog's medical record as well as confirming they have called ****** to get medication price but their response was not completed. However, they promised to deliver a partial medical record, which I never received. In the afternoon, around 3PM, I stopped by their location and again asked for my dog's medical record. Unfortunately, I was treated badly and unprofessional by their front desk receptionist, ****.Currently, (Monday afternoon 7/22/2024), I am still waiting for them to contact me to get my dog's medical record as well as price matching for the medicine so a correct billing amount can be issued.

  Business Response

  Date: 07/24/2024

  *****, we are truly sorry to hear about the difficulties you encountered with our hospital during the nationwide IT outage.Ensuring you have your pets medical records and prescriptions in a timely manner is very important to us. We would like to address your concerns directly and work towards a resolution. Please contact us directly at *********************** so we can follow up on this matter. Thank you for your patience.

• Initial Complaint

  Date:07/22/2024

  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.

  I took my newly adopted kitten to VCA location in ********, **. The initial visit I advised the Dr that my kitten had a cold of some sort as he had been sneezing since I picked him up. The Dr didn't seem too concerned and said to watch him and bring him back in if it didn't go away. 2 days later my cat still has symptoms and has passed it on to my other cat. I call VCA and advised them of the situation. They told me I needed to bring both cats in. Great. However, they were going to charge me 2 exam fees ($96) for each plus any other tests/meds. I can see paying that for my new cat but why would I pay $96+ for my kitten whos symptoms were explained to the DR on the visit I had less than 48 hours prior and were dismissed. Clearly the Dr had no concern about what I voiced to him in the appt. He knew the issue would not just go away and wanted me to have to come back to make more money. I asked the receptionist this and she said it was because if they did it for me they would have to do it for everyone. No concern. No compassion. Just how can we get more money.

  Business Response

  Date: 07/22/2024

  *******, I'm sorry to hear about the difficulties you're facing with your cats' health. It's important to us that our clients feel heard and supported. Please send an email to us at ****************************** so we can address your concerns directly and see how we can assist you and your pets further.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22021029
  
  I am rejecting this response only because I am going to email the given email address. I will wait to see if I actually hear back and then from there I can accept the response.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/29/2024

  *******, thank you for this update. The hospital has been attempting to reach you via telephone, but the number we have on file doesnt seem to be working. We will be reaching out to you via email shortly. We appreciate your communication.