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 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: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 a cat to ********************** Animal Hospital located at **************************************************************** on July 14, 2024. I specifically told the receptionist that it was not an emergency, and I was told that regardless I had to pay $242 just to see a doctor. I took the cat for shortness of breath and the doctor ************** inform me that it could be bronchitis or asthma and wanted to do some test for a value of over $1,200, I could not pay for those test and ************ gave me a prescription for Cerenia tablets for dogs which she told me that it could be giving to cats. I found out that Cerenia tablets is prescribed to control nausea and vomiting, including motion sickness and is often used to treat acute vomiting episodes and can also help prevent vomiting in cats with chronic conditions like renal failure. I went to the clinic and was told that ******* could also be prescribed for cough. The problem is that the cat wasn't vomiting at all, it didn't had nausea or wasn't coughing. The diagnosis was completely the opposite as to the treatment prescribed. Even do this medicine have side effects that could affect the cat I don't want to ************** or go to court with this matter, all I want is a refund of the money I pay for services render which was completely erroneous. The amount I'm seeking is the amount I pay the clinic. $242.92 for the consultation and $30.19 for the Cerenia tablets for a total of $273.14. Thank you for your time and help in this matter of the utmost importance to me.Sincerely,*****************

  Business Response

  Date: 07/23/2024

  We're sorry to hear about your experience, ***. Its important to us that every pet parent feels confident in the care their pet receives. Please contact us at ********************************* at your earliest convenience, so we can further review your concerns. Thank you.

• Initial Complaint

  Date:07/16/2024

  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 July 12 2024, I took my pet dog to VAC Animal Hospital at the **********************************. She had some gastrointestinal symptoms. I was charge $1,288.15 I was told my dog had some stomach blockage that might require surgery but it will need to be over night observation first. They told me I would need to take my dog to another *** facility because they didnt offer that service.I asked if I could use any other ER but the technician told me No, we already arranged for *** ****** to take your pet. Everything was sent over there. Since the labs and X-rays are already done, you only need to pay for the hospitalization and medicationWhen we arrived at the *** ******, I was given a quote for another $1800. The quote included Lab work and Xrays. When I questioned why we were charge again, they told me because we didnt have X-rays images or labs. When I pointed out we already paid for it on the other ***, they told me that even though they are the same company, they dont have access to what was done on the other location. Since *** location at 151 was already closed, the only option it was given was to pay everything again or to take my dog. I decided to take my dog home because it did seem right to give this company more of my money. Specially when it was a negligence from their part to not sent all the documents as they told me they did. The next day, I took my dog to my regular vet and for our surprise, my dog didnt have a blockage or require any hospitalization. Even though they kept my dog for observation. My final bill from my regular veterinarian was $172.00 which included xrays, medication and observation. I feel *** exploit the vulnerability of pet owner an alarm them with a miss diagnosis. In my case, they tried to take almost $4k for unnecessary treatment and overcharges. They were negligent by not providing the next *** location with the necessary information about my dog as they told me.

  Business Response

  Date: 07/16/2024

  *******, we take such feedback seriously and would like to review the situation thoroughly. At your earliest convenience, please send an email to ******************** so we can address your concerns directly. Your pets well-being and your trust are important to us.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21993423
  
  I am rejecting this response because:

  I emailed VCA customer support on July 17 like it was requested. On July 19 I got an email from ********* saying they escalated the issue and that someone will contact me in a few days. 

  Today is July *******************************

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

  Business Response

  Date: 07/29/2024

  Hello *******, we understand that our Hospital Director has been in touch with you directly to discuss this. Should you have any further concerns, please dont hesitate to email us at ********************. Thank you.

• Initial Complaint

  Date:07/09/2024

  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.

  My female dog was experiencing ****** urine. Unfortunately, her primary vet's office was closed and I had to take her *************We went to the ** on Thursday, and my dog's blood was sent out to lab. On Friday evening, I got a call from ********** that my dog's lab work was extraordinarily abnormal. The vet asked us to bring the dog back for repeat bloodwork, and attempted to initially word it as if these labs were accurate. When I asked the vet whether it was possible the sample sat out for too long, she confessed that it had been and this was the reason they needed to repeat the bloodwork. So we go back to the vet on Saturday On Monday, a different vet calls me to go over the bloodwork results. This vet called my dog "he" not once, but twice on two separate phone sessions. My dog is a female, and clearly the vet did not review the chart or know my dog's history prior to calling. Additionally, **************** gave me her "medical" opinion of the diagnosis, but how can you provide a formal diagnostic without knowing the gender of your patient? **************** told me that inhouse labwork came back normal, but the send out was abnormal. I questioned her on this and her rationale was that in house lab is less accurate. Medical decisions, especially in emergency situations, rely heavily on labwork. I want to know how this facility can justify making medical decisions based on in house lab work that is inaccurate?At this point, ****** asks me to bring my dog for another round of repeat bloodwork. She told me specifically who to ask for when we returned on Saturday. Once at the clinic, we were met with confused front desk staff who had no idea what was going on. We were told it would take a few hours to get my dog to the back for the bloodwork even though I was scheduled by the medical director for a 9am visit. We left- there was no way we were going to let this facility handle our dog's care anymore.I want a refund for the labwork since it was never obtained properly.

  Business Response

  Date: 07/10/2024

  *****, we're concerned to hear about your recent experience and the frustration it caused. The inconsistencies you faced with our lab services and communication are not reflective of our commitment to quality care. To discuss your experience further and address your concerns, please email us at ****************************** Thank you.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21963631
  
  I am rejecting this response because: I have already talked to the medical director twice and all she had was excuses. This facility does not want to take accountability for their shortcomings and negligence.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/16/2024

  *****, we appreciate you giving our medical director the opportunity to discuss your concerns personally over the phone.  We apologize that your experiences with us have not met your expectations, and value the feedback you have given.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21963631
  
  I am rejecting this response because: I want a refund for the labwork.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/25/2024

  *****, our team is in the process of issuing your refund for the lab test. Should you have questions about this, please feel free to contact us at *****************************.

• Initial Complaint

  Date:07/03/2024

  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 June 28th 2024, my 8 yr old dog, Marlie, was taken to ************** Animal Specialists in ***********. She was lethargic and hadnt eaten or drank water in 3 days. She spent 9 hours at the hospital, the majority of which was in a crate, and they did not hydrate her. They did blood work and aspirated the liver for ************** her home with us with a gabapentin prescription & an appetite stimulant. The prognosis was potential liver cancer or inflammation. We had to wait 2 days for her results, but from the moment she left their care she was worse off. It shouldnt take an unlicensed pet owner to wonder why they didnt ask to start her on antibiotics & an IV to treat any of the possible diagnoses, or at the very least make her feel more comfortable. Two days later, on July 1 2024, she suffered and died in front of my mother at 5am. We were set up to watch her suffer, because those in her care treated her condition like there was no sense of urgency. Even so far as to be recommend for an appointment for her on July 31st, which she obviously would not have been alive for.We called multiple times the day before her death trying to receive guidance on her declining health. No one was available. We finally got a call back an hour after her passing that next morning, to be told that she did not have cancer, rather, she had an infection in her liver. An infection that not only should have been treated as a precaution immediately, but the procedure she was given, the aspiration of the liver, gave her a high risk of causing more of an infection, and without antibiotics, led to her fatal decline. They did not pay attention to ******. They were negligent, & failed in their responsibility of treating her. She succumbed to an untreated infection, exasperated by the procedure on her infected liver, & was given nothing to prevent a further decline. This is not only a case of being too busy of a hospital for their own good and clearly understaffed, but case of negligence.

  Business Response

  Date: 07/03/2024

  ********, we are deeply saddened by your loss and understand how heart-wrenching ******'s passing is for you and your family. We wish to review your concerns thoroughly. When you are able, please reach out to us at ******************************* so we can discuss your experience in greater detail. Thank you.

• Initial Complaint

  Date:07/02/2024

  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.

  Between the dates of 1/18/23 - 2/14/24. I have been taking my dog Leeloo (7y F) to see VCA Northwest to have them diagnose and treat her rear leg lameness. For the last year they have tried neurologic assessment and treatment, orthopedic assessment and treatment, radiology, several follow-up visits, without any indication that they had a diagnosis that they were working on correcting. The treatments were all to try and identify what may be going on with her. I went new vet closer to my home, they recommended that I take her to Healing Arts Animal Care. I took ****** there and within 15 minutes of the doctor seeing her, they were able to identify what she had going on with her. I followed up with their recommendation for a new full set of X-Rays as the ones taken a year ago at ****** were not only old, but were not taken with the intent to diagnose a torn cruciate. I reached out to both of them and they asked for some time to look into it. After several days they informed me that they are not willing to issue a refund as her treatment "was handled appropriately based on the comprehensive records from multiple sources, including our hospital (********), *********************************************************************************** Animal Care. It has been noted that since February 2023, ****** presented with symptoms that did not align with a cruciate tear but rather indicated a different diagnosis.They noted that she showed signs of a "different diagnosis" but would not indicate what that was, and they were telling me that they have no idea what it could be without taking an MRI.I am seeking a full reimbursement for the year of treatment that VCA Northwest provided without ANY diagnosis. I feel that the treatment of ****** has been unethical and inhumane. She has been in pain for over a year, with all consistent symptoms, the only time they were different was when the bacteria was introduced during a failed joint tap for a culture sample.

  Business Response

  Date: 07/08/2024

  *****, we understand how frustrating it must be when your pet is in pain and the path to finding a diagnosis feels uncertain. We would like to address your concerns in a more personalized setting to review ******'s treatments in detail. Please send an email to *********************** so we can discuss this further. Thank you.

  Customer Answer

  Date: 07/14/2024

   
  Complaint: 21926338
  
  I am rejecting this response because:
  I have already contacted you personally via email and phone, your response did not meet my desired outcome, and the choice move forward in a private manner indicates you still want to sweep your actions under the rug and not address the mishandling of ******'s treatment.  We will continue here.  So please follow up with me until we reach a settlement we both can amicably agree upon.

   

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

  Business Response

  Date: 07/24/2024

  *****, we regret that you feel this way. Our regional medical support team, including the Regional Medical Director, has conducted a thorough review and concluded that ******'s treatment adhered to the standard of care. We understand the significance of your concerns and can be reached at *********************** if you would like to discuss this further.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21926338
  
  I am rejecting this response because:

   

  I emailed the address you provided a week ago and still have not heard back from you.  I will continue to keep this open and would prefer you discuss with evidence here your finding and decision. I will dispute accordingly as the main concern of her hind leg lameness, the failure to refer me to your physical therapist that you refer other clients to whom I found from another referral diagnosed what you missed.  Now I had to put her down because of a respiring condition that your team was informed of multiple times on my visits, and I was told not to worry about... had your team listened to my concerns she might still be with me today.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/06/2024

  We are deeply sorry to hear about your negative experience at our hospital and extend our heartfelt condolences for the loss of ******.
  
  While we understand that you feel that the diagnosis of cruciate injury was missed at our hospital, it is unclear when the injury occurred due to the length of time since we last examined her. The last exam at our hospital was December 16, 2023 by our ******************** for a hind leg infection. Her cruciate injury was diagnosed by your veterinarian on May 29th, 2024. It is impossible to know when ******'s injury occurred during this time period. 
  
  Please feel free to reach out to us if you would like to discuss ******* case in more detail. 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21926338
  
  I am rejecting this response because:
  
  You are clearly missing the point of this all together. I have reached out to you at the address you provided so that we can "discuss it more privately" you have failed to reply to both my messages I sent to the provided address.  This case will remain open until you respond and I feel we have reached an appropriate settlement.  
  

  You also continue to miss my concern for the failed referral, that I had to get from a different VCA 18 months after my first visit with you.  A referral that you're front desk attendant told us that you refer a lot of patients too because this kind of injury is very common. Instead you continued to treat every other possible ailment other than what it was.

   

  on top of that there was zero testing don't for my secondary concern which was her labored and heavy wet breathing when she had been sedative and sleeping most of the day.  I was told by your team that it was "nothing to worry about, she is probably just snoring" I provided your team with videos, and brought her in on a visit for the leg lameness where she was doing it, and your team of specialists kept me there for 8 hours, and basically told me not to worry about it.  They didn't send me home they had me wait in the waiting room the whole time, at about hour 7 I was told I should maybe "go get food" this was like 3am...  I am so displeased with the way your team handled ******'s and my care.  She had to be put down due to masts that had grown on her lungs and on her trachea.  This is where I feel your team really dropped the ball. I know you were claiming to be focused on her leg lameness, and trying everything before (hopefully) sending me to Healing Arts...  but the fact is you failed to treat both of the reasons I brought her in, and completely ignored my concern that ultimately took her life.  So I hope now whoever is reading this understands my frustration fully.  It is a continuation of the same "sweep it under the rug and hope it goes away" practice you seem to have over there, and by asking me to speak privately, and when I reach bout not once, but twice to the address you provided, I am still ignored.  Please connect me with your most competent, and compassionate representative, this is emotionally draining, and I will not let it go until I feel we have come to an agreement that is fair.

   

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

• Initial Complaint

  Date:07/01/2024

  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 have had nothing but issues with professionalism and payment from day one with this company. They charge you one thing and let you know the price and change it up once you receive the service. Appointments could never be made as the front desk would say there is never a doctor in the office. I received services and after my appointment was told that I was good to go and owed nothing. Fast forward a few months without contact from the hospital, although they claim to have, I did not receive a bill, phone call or any other statement at that point regarding the bill. The new practice manager calls me and says I have an outstanding balance and sees that they did not try to reach out to get a resolution but she will have everything prepared. I go into the office for another appointment and make a payment on the owed amount. I was then told that unless I receive another bill because it was the previous office managers fault I will be ok and owe no further. I received no other communication until I got a collections notice for the amount. I reached out to corporate who forwarded me to the hospital in which the practice manager left a very blaming voicemail which was incorrect on my end. My dog had passed away and they knew this and immediately sent me to collections the following day without even extending kindness to call me to talk about an owed balance they claimed was going to be written off. I reached out again requesting email as I work and can not get to my phone during their open hours, no response was given. I tried to call the office and they told me the manager was busy and would call me back, no response. I emailed the office a second time and still no response. It seems there is a gross neglect with front desk training and communication and I am being caught in the crossfire.

  Business Response

  Date: 07/02/2024

  *****, were deeply concerned by the experiences you've detailed.The challenges youve described dont align with our standards of care and service. We would like to review your concerns and work toward a resolution, so please specify which hospital you visited.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21924882
  
  I am rejecting this response because: the location is *********************. I am so deeply disturbed by compassion standards that the hospital abides by. I have had issues since the day I started taking my dog there. There is no communication within and outside the organization to the point I feel uncomfortable speaking with the office manager. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/08/2024

  *****, our aim is always to provide clear communication and compassionate service to our clients, and we truly appreciate you reaching out.Please send an email to ******************************** so we can address your concerns more thoroughly. Thank you.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21924882
  
  I am rejecting this response because: I have been trying to reach out and get radio silence. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/16/2024

  *****, we have looked into your concerns and see that we have attempted to reach you via text message and spoken with you over the phone regarding your past due balance. It is important to us to answer any remaining questions that you may have and work towards a resolution. A member of our team will be reaching out to you shortly regarding this matter.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21924882
  
  I am rejecting this response because:
  I have reached out via the provided email to corporate, to the vet office directly and now to the email I was told to reach out to in the complaint response and still have yet to hear from anyone. Communication on my part has been open but lacking from VCA company. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/17/2024

  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 25 lb dog in this weekend for an emergency visit. I understand emergency charges for our animals in need. What I am in shock over is the invoice on pick up. We were quoted 800. possibly on the high end for the visit . Your staff informed us that there would be bloodwork first and then xrays if needed.All came back no issues. No blockage. ***Blood work was NOT done. **The invoice was astronomically high. I am in shock at the invoice and will require BOOD work done & a refund minimum 50% of the invoice we paid .Very disappointed in the cost of care from your facility.I am including the invoice for you to review.This is such an uncalled cost for practice for vet care in our society..We will be posting on social media if we do not get a response from you. This must be made public so that others are aware of the unheard of cost of healthcare in our family pets.

  Business Response

  Date: 06/18/2024

  **** ****, we strive to provide clear communication regarding costs and procedures, and we're concerned to hear of your dissatisfaction with your experience. To discuss your invoice and ensure we address your concerns,please email us at *********************************** you.

• Initial Complaint

  Date:06/17/2024

  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 Pickles in to be seen by Doddridge Animal Hospital. They said they wouldnt see my cat and that because he had severe breathing problems that he needed to be rushed to the emergency room, specifically VCA Oso Animal Hospital. I took my cat in to be seen and 3 hours later they said that he would finally be seen after we waited and then they would call us back. They charged me $1500 and then they called me to say that he needed to stay overnight on oxygen. The next day they said they did blood work they hadnt sent off yet and they said that upon physical exam he had pleural effusion and problems with his heart. They didnt know why and said I had to put him on diuretics. I told them if they didnt know why and they werent going to find out why then they should just have him euthanized. They said ok but they didnt do anything for him other than prolong everything.

  Business Response

  Date: 06/17/2024

  *****, your description of the visit with ******* is troubling,and we would value the chance to connect with you and address your concerns.Please send an email to *************************** so we can discuss your experience at length. Thank you.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21855514
  
  I am rejecting this response because:
  this discussion would be best resolved between this mediation process.
  Sincerely,
  
  *************************

  Business Response

  Date: 06/25/2024

  *****, we're deeply sorry for the loss of *******. Our priority is always the well-being of our patients, and we aim to provide the best possible care. We understand that losing a pet can be incredibly tough, and we wish to address your concerns comprehensively. We are open to reviewing your experience together and hope to work towards a resolution.

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair 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 took my Great ***** ***** to be treated for a wound on his back. Dr. *** was the veterinarian treating him at ******************************************************************************** She examined him, prescribed him medicine, and recommended a biopsy of the wound, which I agreed for her to do. Dr. *** said the wound could be cancerous since she did not see anything inside the wound. Dr *** scheduled us to return to take a sample of the wound on his back to be tested. Dr. *** had to sedate ***** to obtain the sample for testing. When I spoke to Dr. *** after she received the wound sample, Dr. *** informed me that she took samples of his **** gland also to be tested, which I did not approve. After the tests returned negative, I scheduled for Dr. *** to close his wound with ********* Dr. *** called me before the scheduled date to tell me she was not comfortable closing the wound with stitches because she felt she was not experienced enough. Dr. *** referred me to another doctor at a different veterinarian clinic. I took ***** to the referred clinic to have his wound closed but was informed by a doctor there that the previous ******* Dr. *** cut too much skin off around *****'s wound and now would need skin graft to close the wound. The doctor also noticed Dr. *** inserted stitches in and around *****'s wound, they informed me the stitches should dissolve automatically. Dr. *** called me a couple of days later to find out if the referred doctor removed the stitches she inserted on *****'s back. I informed her they did not remove the stitches but said the stitches would dissolve automatically. Dr. *** informed me the stitches she inserted were not the dissolving type, so I would need to return ***** for her to remove the stitches. My dog has been traumatized, abandoned and inappropriately treated by Dr. **** ***** still has an open bleeding wound with stitches that must be removed. I paid VCA a lot of money to treat *****; continual care is still needed due to Dr. ****

  Business Response

  Date: 06/10/2024

  *****, the well-being of our patients is paramount to us, and we appreciate you reaching out with your concerns. We take your comments seriously and want to address them appropriately. Please email us at ***************************** to discuss this matter further and ensure we can provide the necessary support for Major.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21814564
  
  I am rejecting this response because: I rather keep the communication with *** regarding my complaint within BBBs process. If *** wants to discuss this matter further with me for resolution, they are welcome to contact me at ************. I have already attempted to resolve my complaint with the *** regional manager in my area before I filed my BBB Complaint, my attempt was unsuccessful. The regional manager was rude, offensive, unprofessional, refused to provide me with ***s headquarterss contact information, and hung up the phone on me after she told me to lookup ***s headquarters contact information myself. The regional manager **** informed me that I did not have a right to complain and if I did complain to her headquarters office, I was only trying to bully her.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/18/2024

  We acknowledge your dissatisfaction with the lack of resolution of your pets medical condition. You have been referred to a Boarded Veterinary Surgeon for an evaluation and specialized recommendations for this challenging case. We sincerely feel its in your best interest and will result in the most successful outcome for your pet.
  Unfortunately, during our initial discussion, you declined all proposed options (including a full refund). Please know that we value your feedback, and the chance we were given to speak with you more recently about this matter.

  Customer Answer

  Date: 06/18/2024

   
  Better Business Bureau:

  I was contacted by ************** from VCA and have been working with him on a fair resolution. ************** has been very nice and professional which led to a satisfactory resolution to this complaint ID ********.  I have agreed to resolve this complaint with him.
  
  Sincerely,
  *********************

• Initial Complaint

  Date:05/28/2024

  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 paid upfront services that my dog did not receive. I talked to the administrator manager regarding this problem. They refused to make any considerations concerning this matter. requested to talk to **********. They bluntly refused. The cost of the veterinarian treatment was over one thousand dollars, When I was re-scheduled to return in two weeks. That the next appointment, we were charged another two hundred dollars. The dog's rash was not discussed The date of initial appointment was January 15, 2024.

  Business Response

  Date: 05/28/2024

  *****, it's disheartening to read about your experience with the pre-payment and follow-up concerns. We'd like to look into your experience and address your comments, so we ask that you specify which hospital you visited.Thank you.