Complaints

This profile includes complaints for Vetco Clinics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vetco Clinics

  10850 Via Frontera San Diego, CA 92127

• 

  Vetco Clinics

  1459 Niagara Falls Blvd Buffalo, NY 14228

• 

  Vetco Clinics

  178 Township Blvd Camillus, NY 13031

• 

  Vetco Clinics

  420 Harry L Dr Johnson City, NY 13790

• 

  Vetco Clinics

  664 New Loudon Rd Latham, NY 12110

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:11/30/2024

  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.

  Date: 30 November 2024 Location: *************************, ** Issue: Had Vetco appointment for vaccinations for my cat. Brought cat in, checked him in. They had curtained off part of the store for the vet. I peeked around the corner to look at the setup (no animals or vet were there). I touched NOTHING.The vet saw me and said that she couldn't vaccinate my cat and refused to give me her name so that I could speak with her supervisor at *****. For a licensed professional - I would expect someone to be willing to give their name. I asked the store manager to please get me her name and she refused him as well.I did nothing wrong. There was nothing posted. Every other time I have gone to this same Petco for pet vaccinations- there was no *********** was able to observe the vet with my animal. I would like to understand why this time was different and why the vet would not provide her name.

  Business Response

  Date: 12/04/2024

  It is our understanding that the client requested additional time with the veterinarian. Due to the nature of our clinics, our appointment times are five minutes whereas a full-service clinic was deemed better suited for this pet parent's needs. The pet parent is welcome to return to have their pets serviced. Our Vetco veterinarians are on a contract/rotating basis and we cannot guarantee that the same veterinarian will be present.

• Initial Complaint

  Date:11/29/2024

  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 dog in May 2024 to get his rabies shot, the vetco employee said he needed multiple shots to be up to date. So I paid for all the shots needed, and I thought he would be getting them all that day. She handed him back and said they can only do some of the shots that day and I will need to bring him back to get the rest of the shots and to just show the receipt when I get there. She did NOT specify that I needed to take him back within 2-4 weeks for the shots to be effective. And she did NOT say that I had 60 days to bring him back for the rabies shot. So, I am now just finding out I paid over $200 for nothing. The vetco employee, ********, should have taken the time to explain the procedure to me and gone over the timeline. I called customer service twice, and both ***** and ******** **** up on me. Although, I was upset, I at no point was rude or felt that my tone warranted being ignored. This clinic is very dismissive of there customers time and money.

  Business Response

  Date: 12/04/2024

  Timeframes to return for boosters can be found at the bottom of your Vetco Visit Summary. Your pet's medical records, including the ********************** Visit Summary, are provided after every appointment. We apologize for the experience. 

  Customer Answer

  Date: 12/08/2024

  Hello,

  While I understand that notes are added to vetco receipt, I was not made aware of that at the time of my original visit. It wasn't until I recently returned to vetco to get the remaining shots that it was pointed out to me. During my initial visit, I was handed my receipts and told to come back later for the remaining shots. The veterinarian or the assistant did not take the time to go over the next steps. I was not told that his shots would not be effective unless I came back in a certain time frame. This was my first time taking my dog to vetco and I wasn't familiar with the way the shots worked. I think it should standard procedure for the vetco employees to take the time to go over the follow up requirements, instead they handed me my dog and and the receipts and sent me on my way. While I realize I should have more diligent in taking the time read through all of the vetco notes, I trusted your staff to be diligent in explaining the process. The vetco employees left me with the impression that I could bring my dog back at anytime, because everything was already prepaid for. My $200 was completely wasted on a product that is now not effective and for the rabies shot my dog didn't receive. This is unacceptable. As a first time vetco customer, I trusted your staff to be informative and take the time to provide the necessary information. I believe vetco should make it right, and credit me the amount lost so I can finish getting the shots for my dog. Do to financial hardships, I cannot afford to pay that amount again.

  Thank you,

  Business Response

  Date: 12/17/2024

  We sincerely apologize for the poor experience. We are unable to reimburse for expired services. We value you as a Guest, and your feedback helps us continue to improve *****.

  Customer Answer

  Date: 12/18/2024

  Hello,

  While I understand your policy is listed on the slip, it was a failure of communication on your staffs part. I was told that my dog wasn't able to receive all of his shots that same day because it was too many to give all at once and that I can just come back later and bring the receipt for proof that his shots were already paid for. Your staff should be instructed to go over the process with every customer, especially first time customers, to ensure that the timeline is given. I feel taken advantage of. My money was taken, I was given the incorrect follow up information by your staff, I was hung on multiple times by your customer service team, and I never received the shots that I paid for. All I am asking for, is to receive the product that I paid for. Thank you. 

• Initial Complaint

  Date:11/27/2024

  Type:Delivery 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 brought my dog to Vetco. I should have read these reviews first but I requested a package for her first round of shots. 11/2. I was told that because we didn't have any history we will do the rabies first and come back for the rest of the package and I will only be charged partially for the package of shots that I requested. I went back 11/26 and was told in didn't get a package i was charged ***** for rabies and deformed. I needed her shots so I got another package for ******. The highest package is only 200 which includes everything. I've paid over 200 for minimal services. I was told to call the support line which I did and only received an apology. I either want what is included in the highest package or my money. I was lied to and not given a service I paid for. I see the rating is F here so I'm doubting my issue will be resolved though which is horrible. This business is a scam

  Business Response

  Date: 11/29/2024

  Thank you for taking the time to provide honest feedback on your recent visit. We are sorry we did not meet your expectations.

  We will reach out on our platform to rectify this situation. 

  We value you as a Guest, and your feedback helps us continue to improve Petco.

  Customer Answer

  Date: 12/01/2024

  no one has reached out to me. I called customer service again was told the same thing. No one will help but it was expected. 

  Business Response

  Date: 12/04/2024

  We have attempted to contact this client with a resolution via phone and have left a voicemail. We recommend that you reach out to our Vetco *********** at ************.

• Initial Complaint

  Date:11/26/2024

  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 am filing this complaint against Vetco due to their refusal to correct a prescription error that was entirely their fault unless I incur additional costs. My dog, Ivy, has been a patient at Vetco's ******* *********** for years, and they have her medication history on file showing that she has always taken Simparica, the correct pill for heartworm, flea, and tick prevention. Her past medical records include a note reminding me to administer the Simparica prescription. I will attach the document.During a visit in September, which was Ivys annual appointment for vaccines and her heartworm, flea, and tick prevention medication refills, I was specifically asked what medication she takes. I informed them of the name of the drug and made it clear that she has always been on that medication and nothing else. They assured me they would refill it. However, instead of prescribing the one pill she has always taken, they prescribed two separate medications that are significantly more expensive and required to achieve the same result as the single pill she needed.On November 18th, I called the clinic three times to resolve the issue. Each time, I was told that the only way to correct the error was to schedule a new appointment with the same veterinarian, which I would have to pay for. When I asked to speak with the veterinarian directly to explain the urgency and their responsibility to correct their error, I was told by three different representatives during these calls that the only way to speak with the vet was to make and pay for a new appointment.This situation forces me to bear the cost and burden of fixing an error that is entirely the clinics responsibility, while also putting my pets health at risk due to delays in receiving essential medication. Prescribing two expensive pills to accomplish what one pill already did, and refusing to correct this mistake without additional cost, demonstrates a complete lack of accountability and poor service on Vetcos part.

  Business Response

  Date: 11/29/2024

  Thank you for taking the time to provide honest feedback on your recent visit. We are sorry we did not meet your expectations.

  We have reviewed the pet's account and it appears that this is their first visit with Vetco Clinics rather than Vetco Total Care. Preventive medication is prescribed at the discretion of the treating veterinarian. The guest has been advised correctly what we are unable to alter the prescription on file. Only a Vetco Veterinarian can make these changes at the time of an appointment. Vetco Clinics does not charge an exam fee or for written prescriptions. 

  Customer Answer

  Date: 11/29/2024

  Regardless, the vet ensured me that she would refill my dogs simperica trio prescription and then did not put the right medication. This was an error on the companys part and now the business wants me to go back and correct the the mistake they made because of a company policy that does not allow a vet to speak over the phone. I would have never brought my dog had I known that there would be no way to correct a mistake they made without going back when I shouldnt have to. I called her regular vet who was accessible by phone and was able to refill her medicine thankfully. But that also just goes to show you its the companys policy to not fix their mistakes easily for customers. They would rather just make you go back to see their rushed vets who do not pay any attention to detail. 

  Business Response

  Date: 12/04/2024

  We apologize for the inconvenience. Due to the nature of our clinics, we are not a general practice. Any changes to prescriptions or prescriptions for new products must be given at the time of the appointment by a Vetco veterinarian. 

• Initial Complaint

  Date:11/05/2024

  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 brought my dog to vetco in Dec 2022 for a rabies vaccine.she was due again in Dec 2023.i brought her back a week before her rabies was due. Her rabies vaccine record should have been for three years they gave me a one year.i did not notice at that point. Shortly after that I called customer service on a couple occasions with no solution. I had spoke to one of the vets when I had brought my daughters dog in about my situation with my dog 2024,) she stated if customer service can not help come back at the clinic she would try to contact someone to get straightened out.i dont know who she was but she seemed helpful. Never went back till today. They had a clinic going **********, ct. I brought up again my concern my dogs vaccine paperwork says due next month,but really not for Two more years . In a nutshell the 3 or 4 people there working for vetco said nothing could be done.and that I would Even have to pay for a rabies vaccine even though the rabies certificate error was their failt! They even said this happens quite often and maybe customer service would refund me. I do not want my dog getting a rabies when she doesn't need it.i asked if she could have that vet call me because one of them said she still works fior vetco at times. No couldn't do that. One of them said nothing can be done because already in the computer. And said another rabies is safe to get, What! Shes not due to get one for 2 more ******** I called where i found out that vet currently works but only spoke to receptionist ,she put me on hold told me it was Vetcos responsibility. This should not be so hard just to get my dogs paperwork right! She had required rabies vaccine within the proper time frame. I did put in a complaint with vetco customer service but since things have been so hard with this company I decided this is the way to go because I lost confidence that they will help me. I just want my dogs paperwork corrected!!!! So she doesn't have to get unnecessary vaccine.

  Business Response

  Date: 11/06/2024

  Vaccinations are given at the discretion of the Vetco veterinarian at the time of the appointment. The client was advised correctly that the corporate team is unable to make changes to the medical record. We have added a complimentary ****** Rabies vaccination to the pet's account if the pet parent chooses to return. According to the previous medical records, the client has until 12-10-2024 to utilize this 3-year vaccination. 

  Customer Answer

  Date: 11/11/2024

  I spoke with someone from the state **** *********************** regarding the rabies vaccine . The rabies vaccine was giving as follows for my dog, in December of 2022 and again in dec of 2023. That should have been a three year rabies. I believe a mistake was made of the part of the vet. Not at her discretion. In the state of ct situations at a vets discretion are other situations where say a dog has an illness or such where having a rabies vaccine could possibly harm the dog, etc. there is no reason a vet would say hey, let me make this dog come in again in a year unnecessarily. She has at her proper vaccines at the proper times.I do not want her to now have to get a rabies when she is not due! I told Vetco when they called me last week , I would like a letter from that vet as to state why she chose to ,at her dicreation, give my dog a one year instead of a three year. Nothing was mentioned to me at that time , when she went in a for her three year rabies. I still think it was a mistake that can and should be fixed.

  Business Response

  Date: 11/13/2024

  The client was advised correctly that the corporate team is unable to make changes to the medical record. We recommend that the client returns prior to 12-10-2024 to utilize their complimentary 3-year vaccination. 

  Customer Answer

  Date: 11/13/2024

  I never saw in Daisys paper why Vetco is claiming the vet only gave a one year rabies at her discretion and the reason behind that decision.Vetco is now offering me a 3 year complimentary rabies vaccine. How do I know if I  get the shot through Vetco again, by December 10 2024 that again ,at the vets discretion it wont be for just another year.because that is what they were claiming. The second rabies shot ***** got in 2023 , was a one year at the vets discreation.

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 had a Vet appointment on 8/24 @ 12:55 pm I arrived early to my appointment and was waiting in line the man who was supposed to check me in was not acknowledging me and had his back turned to me the entire time pretending not to see me, even though I was literally the next person in line. At 12:47 I decide to check my phone and see if I can just check myself in via text. (I have the proof)I continued to wait while they finished up with the people in front of me. (at this point it's about 1pm The vet assistant comes over with the rudest nastiest attitude telling me that they are going on lunch. I told her that couldn't be possible because I had an appointment. She says I don't care take it up with Vetco customer service. I got upset and asked why they would have appointments during a time that they had lunch and why they would let me wait that whole time in line if they knew they were planning on denying me. they didn't care what I had to say and they didn't care that I had waited and wasted my time coming to my appointment. **************** has refused to help.

  Business Response

  Date: 08/29/2024

  Thank you for taking the time to provide honest feedback on your recent visit. We are sorry we did not meet your expectations. 

  We have reached out to this client via phone to de-escalate.

  We value you as a Guest, and your feedback helps us continue to improve Petco.

  Customer Answer

  Date: 09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

  Customer Answer

  Date: 09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

  Customer Answer

  Date: 09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

  Customer Answer

  Date: 09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

• Initial Complaint

  Date:08/14/2024

  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 07/20/2024 I had an appointment for my puppy Peanut. The check in process took a very long time even though I had an appointment. The tech named ***** was loud and told me to move away from the door while I was waiting in line. He then came over and gathered some information about my puppy and didn't weigh my dog. The other employee **** who was unfriendly and rude said she would weigh my dog. Then ****** yelled at me and ordered to wait in another area and I asked where do you want me to wait since you can't make up your mind. At that point **** came over and said a comment under her breath about my t-shirt which I was wearing which is an Anti-***** shirt. I then told them I was leaving and **** very sarcastically yelled okay have a great day. I spoke with *** who is a manager for vetco clinics but she was no help. My puppy missed her rabies shot and I had to reschedule her spaying surgery. I'm a long term customer of ********************** clinic and have never been treated this way. I only verified their names from the paperwork as no one was wearing a name Tag or even greeted people it felt as though all three of them *****, ****** and **** were annoyed to be working.

  Business Response

  Date: 08/08/2024

  Hello,

  This event did not happen at our location in Richfield, Minnesota.  Please file this complaint with the appropriate location.  Sorry for your bad experience at the VETCO in Florida.

  Linda Kamp

  Business Response

  Date: 08/15/2024

  We are notifying all of the appropriate Team Members involved, including Senior Petco leadership. In particular, this issue will be addressed with the associate in question regarding their interaction with you. Any internal conversations and resulting actions are confidential, but please know that we take negative feedback very seriously.
  
  Thank you for taking the time to provide honest feedback on your recent visit. We are sorry we did not meet your expectations. Corp Support is unable to overturn a clinic team's decision to refuse service. There are no "alerts" added to this pet's account. We encourage the guest to return to the clinic for services if they would like.
  
  We value you as a Guest, and your feedback helps us continue to improve Petco.

  Customer Answer

  Date: 08/16/2024

  This is a very generic response and doesn't resolve anything. All the employees and staff involved need to spoken with and address the way they treat customers. How can such employees work at a business where dog's and cats are the main clients. Not sure I would trust my dog's in the care of any of Petco or Vetco employees. Guess they had to file a response even though doesn't mean or resolve anything. There's a reason they have bad reviews online.

  Business Response

  Date: 08/22/2024

  We are unable to share the results of an internal investigation. We have added a complimentary rabies vaccination to Peanut's account to be redeemed within 180 days. 

  Customer Answer

  Date: 08/26/2024

  Due to this horrible service and Peanut desperately needing her rabies shots due to an upcoming surgery. I had NO other choice but to have Peanut's shot done elsewhere and it was pricey. So the offer of a complimentary rabies shot is moot NOW!!! This should have been offered at the time when I called your corporate office. She needs other shots as she is a puppy.

• Initial Complaint

  Date:08/12/2024

  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 brought my 9 puppies to Vetco Clinic in *********, ** on July 20, 2024 I purchased a puppy package for vaccinations. Upon leaving I noticed the vet never dewormed any of the 9 puppies in which I paid for. I have contacted customer service several times as I paid $2008.00 and the vet did not complete the services. I ended up going to my own vet to get my puppies dewormer since they were due at 8 weeks. I have filed to get a refund in which corporate denied. The vet also almost dropped one of my puppies from the table while examining. Corporate will not talk to anyone and the supervisors are useless. All in all an awful experience and waste of $2008. All records are easily found under my VETCO account.

  Business Response

  Date: 08/08/2024

  Hello!

  You have accidentally submitted a complaint for the incorrect business. We are Vetco Electronics, an electronics store in *******************. Please remove your complaint and file it against the correct company. Thank you.
  

  Business Response

  Date: 08/15/2024

  Our team has denied this refund request as the package is still valid. The guest has 4 months from the initial purchase date to use all pre-paid services. The following information can be found on our website: "No refunds, substitutions, alterations or additional discounts allowed for packages. Your vaccine package purchase is eligible for 4 months of redemption."

  Customer Answer

  Date: 08/21/2024

  The dewormer is a set of 3 orals every 2 weeks they started at 4 weeks then 6 weeks & at their 8 week appointment that was their last one. The package is valid for 4 months yet the dewormer needed to be done at 8 weeks & not any later to be useful. Your vets neglected to fulfill their obligation at the 8 week appointment. As well as almost dropping one of the puppies off of the table. I spent $2008 for awful half done service. 

  Business Response

  Date: 08/22/2024

  The pre-paid dewormer can be given at anytime while the package is still valid. The guest is still receiving a larger discount on package items rather than purchasing a la carte, even if items in the package are unwanted. The guest still has the option of returning to Vetco  before the pre paid service expires. It is also outlined under the package section on our website " No refunds, substitutions, alterations or additional discounts allowed for packages."

  Customer Answer

  Date: 09/04/2024

  The dewormer shouldve been given at 8 weeks. Its actually sad that a business cant acknowledge their vets made a mistake. The dewormer wasnt given at the time it shouldve been and now stating it can be given by time yet all of the puppies wouldve had worms by now had I waited.