Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/13/2023

  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.

  Around the time of the visit I was severely depressed and barely could leave my home. But for my cat getting sick, I barely could leave my home.I've tried many times since then and they have not responded.On 3/26/22 I took my cat to my neighborhood Veterinarian, she had been constipated for 3 days. There was an Exam, Xrays, an e**** for $574.62 My complaint is, even after days, several phone calls to the ******************** and many emails, she never gave me the results of the xrays. She told me the purpose of the xrays were to get an idea of just how much f**** she wasn't passing then she would treat accordingly.I don't think the xrays were taken.I never got a response as to what they showed, inspite of my emails, and phone calls.******************** had up-sold me on these xays, Xrays or not, I returned home with my cat and continued treating blindly with my home remedy, psysillum husk, ********, and hairball treatment.Currently on 10/31/23, my cat was pretty stressed because we introduced a new kitten to our home. She was constipated for 4 days, I took her over to DTLAVETS again because they're just 5 mins away. This visit was exactly what the previous should've been. Exam, enema, medication to induce a bowel movement.I've tried to get a response regarding the mysterious xrays from ********************, and **********************, who's one of the owners by email and phone calls. Still No response which leads me to believe the Xrays weren't taken or not even necessary.I truly believed and feel like ******************** was hard selling the Xrays?I recently reached out to them again just to get some response to my complaint, again no response.I don't have anything against ******************** or **********************, both were very accommodating at the time. I believe it was due to the extra demand covid introduced is why we slipped through the cracks.I just want to resolve this and a refund of the charge for the xrays $320, and hopefully a reestablished relationship with ********************** and DTLAVETS.

  Business Response

  Date: 12/05/2023

  *************** to this complaint as a veterinarian business owner, however I was not involved in the management of this particular case.  The doctor who managed the case for which the complaint is lodged, no longer works at the hospital and is therefore not readily able to participate in this matter.  The visit occurred on March 26, 2022, and the complaint to the BBB is dated November 13, 2023.
  
  I understand the primary complaint to be that the client was never informed about the results of x-rays taken on March 26, 2022, has concerns about the necessity of those x-rays and doubts whether the x-rays were ever taken at all.  The client is requesting a refund for the x-rays taken on March 26, 2022.
  
  To this point I have been in email communication with the client.  The client made it clear that email, not phone, is the best way to communicate with her.
  
  I reviewed the details of the case from March 26, 2022, and see that the attending veterinarian did take x-rays that day to help quantify the degree of constipation that the pet was experiencing at that time.  The client was charged for those x-rays.  I also reviewed the x-rays myself and concur that they revealed constipation that needed to be treated.  In my professional opinion I believe that the x-rays were an appropriate diagnostic step and that the treatment provided was also appropriate.  I informed the client that I reviewed the details of the case, the x-ray images from that date and that I believe the diagnostics and treatments to have been appropriate.  I also forwarded a copy of those x-rays to the client for her records.
  
  As our communication continued, the client requested a refund for the x-rays because she states that she was never informed about the results of those x-rays. I have offered her a 50% refund for the x-rays dated March 26, 2022, because the service was actually provided and did help to inform the treatment that day.  Assuming the x-ray results were never communicated to the client, a 50% refund seemed like a reasonable resolution from my vantage. The offer for a 50% refund was made on December 1, 2023, and to date I have not heard back from the client whether this is agreeable.  I am reluctant to phone her because she made it very clear to me that email is the best form of communication for her at this time.  To date, I am still awaiting a response from her.

  Customer Answer

  Date: 12/13/2023

   
  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.
  
  Sincerely,
  
  *********************