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:06/30/2025

  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 June 30, 2025, I had a scheduled appointment at 4:15 PM at [Veterinary Clinic Name]. I arrived early and was checked in around 3:15 PM, with only two people ahead of me. Despite having a confirmed appointment, I waited nearly two hoursfrom 3:15 to 5:00 PMwhile over 15 walk-in recheck patients were prioritized ahead of me. Staff provided no updates, and appointment scheduling appeared completely disregarded.Even more alarming was the unhygienic behavior I personally witnessed: a veterinarian held a syringe in their mouth while preparing to administer a vaccine. This practice is highly unsanitary, unsafe, and unprofessionalespecially in a healthcare setting where cleanliness should be a top priority.When I requested a refund due to the excessive wait and failure to be seen, I was told they could not process refunds at that time. All I received was a verbal apology with no further action or follow-up.After leaving, I reviewed public feedback and discovered numerous similar complaints from other clients, many reporting wait times of 5 to 8 hours, even with scheduled appointments. This confirms that my experience is not an isolated incident, but part of a concerning and recurring pattern of disorganization and neglect.

  

  Business Response

  Date: 07/07/2025

  Thank you for your feedback. We sincerely appreciate you bringing your concerns to our attention. We understand that waiting times can be inconvenient, particularly when schedules are tight. Please be assured that our appointment scheduling is carefully organized based on the reason for each visit, with designated time blocks to ensure the highest quality of care for your pet and to effectively manage the flow of appointments. Given the variety of appointment types we handle daily, it may sometimes appear that some patients are prioritized over others. However, the scheduling is determined by the specific needs of each case and the availability of our technicians and veterinarians. We want to emphasize that your pet was not overlooked or deliberately prioritized over others. Our team is dedicated to providing equitable and thorough care to all patients.
  We sincerely apologize for the wait and would like to confirm that your refund was processed at the time of your discharge and is ready for pickup here at Arrowview Animal Hospital.
  Regarding your concerns about cleanliness, we take pride in maintaining a clean and safe environment for all our patients and clients. We are also actively investigating your experience related to the vaccine protocol and will make any necessary changes or address any misconduct promptly. Please know that we take the adherence to protocols and medical procedures very seriously. Our staff are trained and provided with ongoing education to ensure the highest standards of care. Thank you for your understanding and for giving us the opportunity to improve. Please do not hesitate to reach out if you have any further concerns.
  

• Initial Complaint

  Date:04/21/2025

  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 are filing a complaint against Arrowview Animal Hospital for negligence, misdiagnosis, poor treatment, and unprofessional conduct involving our injured cat.Arrowview diagnosed our cats leg injury as a dislocation, performed X-rays, removed maggots, applied a splint, and prescribed medication. We paid over $800. However, they did not take follow-up X-rays after splinting to confirm proper alignment. They also failed to inform us of more appropriate options such as orthopedic surgery or amputation.Two days later, we found live maggots still in her wound. Since Arrowview was closed, we went to another vet who confirmed the leg was not dislocated, but completely broken. They were shocked Arrowview had not recommended surgery and refused to treat the break due to how severe it was. They did remove the remaining maggots and gave her new medication, adding more ******* our follow-up appointment at Arrowview, we were quoted $250 for the splint change, including sedation. We had questions about the need for multiple sedatives, but the tech didnt have answers. We waited over 90 minutes to speak with the doctor.When we were finally seen, the vet appeared annoyed and made a strange comment. We calmly expressed our concerns, but she dismissed us and told us to go back to the other vet. When my husband tried to show her the other vets X-rays, she left the room. I muttered under my breath, dont gotta be f***ing rude about it. She returned and abruptly refused service, threatened to call the police, and ordered us to leave. A staff member physically pushed us out the door.We believe this clinic:Misdiagnosed a fracture as a dislocation Failed to remove parasites Did not follow basic post-treatment procedures Acted unprofessionally when questioned We request an investigation and are prepared to provide documentation.

  

  Business Response

  Date: 05/01/2025

  We are truly sorry to hear that your experience with Arrowview Animal Hospital did not meet your expectations. Our team is deeply committed to delivering compassionate, transparent, and medically sound care to every pet that comes to us. We try to offer all our clients the support and guidance they may need when enduring and facing difficult decisions regarding their pets medical care.
  While we are limited to share what we can regarding the specifics of this pets case.We did want to say that our veterinary team provided treatment recommendations and financial support based on the condition presented at the time of the visit and within the limits of what was permitted. In cases involving advanced or complicated injuries, we always strive to act swiftly and in the best interest on the patients welfare.
  We understand that financial constraints along with emotional implications can be incredibly stressful, especially when urgent care is needed. That is why our team took the initiative to help secure external financial support to reduce your out-of-pocket expenses through programs sometimes available at our clinic.We were pleased to be able to assist your family with a significant amount of your pets medical care, and our staff worked diligently to provide care within the scope of what financially was feasible.
  We recognize how emotional and overwhelming these situations can be, and our staff always aims to maintain a respectful and professional environment, even when faced with emotionally charged, verbal insults, and aggressive interactions.While we regret the way your visit ended, our primary goal has always been -and continues to be- to support the health and comfort of your pet.
  We sincerely wish you and your pet all the best and hope that you can find the care moving forward that brings resolution and peace of mind.  

  Customer Answer

  Date: 05/05/2025

  We appreciate Arrowview Animal Hospitals response, but we must reject it as it fails to address the core issues in our complaint and omits critical facts.
  
  1.Misdiagnosis and Treatment Failure: Our cats broken ankle was misdiagnosed as a dislocation. A second licensed veterinarian confirmed it was a full break requiring surgery or amputationoptions never discussed by Arrowview.
  2.Inadequate *********** We were charged for maggot removal, yet live maggots were still present two days later. This raises serious concerns about cleanliness and basic care.
  3.Lack of Follow-Up Imaging: No X-rays were taken after splinting to ensure the bone was properly aligned, risking improper healing and prolonged pain.
  4.Unprofessional Conduct and Refusal of Care: When we asked questions about the sedation and treatment plan, the vet became defensive. The situation escalated quickly, and we were removed from the clinic simply for raising concerns.
  5.Minimizing the Situation: Their response focuses on financial aid rather than taking responsibility for misdiagnosis, incomplete care, and the distress caused. Financial support does not excuse negligence.
  6.Pattern of Complaints: Numerous 1-star reviews online describe similar experiencespoor care, rude treatment, and the same veterinarian; ***** *****, being dismissive. This is not an isolated incident but part of a concerning pattern.
  
  We stand by our complaint and respectfully request a full investigation into Arrowview Animal Hospital and the conduct of the attending veterinarian.
  
  

  

  Business Response

  Date: 05/10/2025

  We are unable to verify the claims without medical notes from the second ************* After speaking with their office manager, they confirmed no record of examining your pet.Please provide medical documentation for further review. Arrowview Animal Hospital supports seeking a second opinion or specialty care, as we value collaborative practice within our community & prioritize what is in the best interest of the patient. 

  
  We encourage second opinions & specialist consultations as part of comprehensive care. Maggot removal typically involves careful cleaning & may take several days depending on severity. Your pet was treated for maggots in multiple areas, including the ******, which requires delicate handling to avoid further harm. We stressed the importance of rechecks, indoor recovery, & monitoring for healing & recurrence. You received written discharge instructions covering wound care & follow-ups,including radiographs, which we would have gladly performed again upon request. 

  
  We value mutual respect & were disheartened by the dissatisfaction expressed through your foul language & LIVE video recording of our team. Due to this behavior, our doctor made the difficult decision to ask you to leave, as we do not tolerate verbal abuse toward staff. Despite these challenges, we remained transparent about treatment, costs & provided a generous donation covering over half of your pets care. We appreciated your cooperation on the initial visit, when we confirmed treatment options &aimed to work within your financial needs.

  
  We provided care to your pet based on our standards & the doctors medical evaluation, & we believe the services rendered were adequate, so a refund is not warranted. While we regret losing your trust, we respect your choice to seek care elsewhere. We are willing to respectfully conclude our relationship & ask you to confirm whether your pet has received medical care since the last visit, as leaving the bandage in place could pose health risks.