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:01/05/2023

  Type:Service or Repair 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 am *********************. I brought my 8 YO dog in for ER services on the advice of my reg. vet. My dog had terrible blood work and ultrasounds that showed his liver look like Swiss cheese (lots of holes,) despite being normal 3 weeks earlier. We were told ****** would be evaluated and given tests and that they could advise us what the issue was. However, after three days of constant testing, our dog was not eating and they could not tell us what was wrong. They have junior **** working the front with the customers. Everyday we asked what they found and each Junior vet (a new one each day-and junior vet means a recent college graduate,) told us the same thing. We dont know. We asked for guidance and we were told need to do more testing. CASE runs about $2,500 a day regardless of problem. Well, after the third day, our dog was not eating so It was clear he was going to die. Can you imagine going to your doctor and being told the results of your own tests but the doctor saying they didnt know what the problem was? Or even giving you guidance as to what it could be? We ended up taking our dog home to pass away peacefully in surroundings he knew. The Junior vet who checked us out didnt even give us the proper meds or correct directions on meds. She apologized but said they were too busy and understaffed. Later, I heard through another vet that CASE is a new bus and they have a history of hiring Jr **** and being short staffed to save money. I spent $6,650.66 and didnt get what I was told. I only got the results of expensive daily testing that I was supposed to put together and figure out the conclusion myself. This is not right. I wrote to Director *********************** on 11/18 but have received no response to date.My INV number is :****** Dated:9/26/22 Cus. No.: ***** I went on their website and saw a lot of senior ****. However, there was not one senior vet I saw anytime. I suspect, they are doing the testing. And leaving the Jr. **** (no exp.) w/customers.

  Business Response

  Date: 01/18/2023

  *** Firstly, we are very sorry for your loss of ******. We are also sorry that you had a negative experience at CASE. We reached out to you in the fall and left a voicemail, but were unable to reach you via phone. Like many businesses, we have intermittently experienced a need for increased staffing in recent years. Nevertheless, our highly skilled and experienced team of veterinarians and technicians work tirelessly every day to deliver the highest level of care possible to our pet patients. We are so sorry to know you did not feel that was reflected during your visit. We welcome the opportunity to discuss your experience further and answer any lingering questions you may have. Thank you.
  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18584786
  
  I am rejecting this response because: I did not receive what I paid for. I expected to be given advice as what was happening with my dogs health and test results. I was NEVER given any advice or recommendations even though I asked over and over. The vets I dealt with were only new hires and fresh out of college. My dog and I deserved much better. I found out its standard practice for **** to hire junior vets and I sure didnt see one senior vet there. In fact, NONE of the senior vets on the **** website were even in the facility. I asked and they were simply not there. The culture of this company is to use junior vets to deal with the customers and the senior vets are there for special testing. 
  
  If you were to go to your own doctor, surely you would not just accept the test results w/o any recommendations, would you? Additionally, would you just accept that the doctor just to keep recommending more testing at $2,500 a day??? On the third day, my dog was not getting better (was not eating and near death) and the requests for more testing were the only thing offered! 

  So, I did not get what I paid for. 
  
  My dog died so quickly and I had to think about my course of action.  At this point, if you do not discount my bill substantially, Im going to request a chargeback on my c/c. Im also going to put in a complaint with the Colorado ****************** do they have a record of it. 
  

  Please take care of your facilitys inadequacy. You are professionals so take care of your business the right way. Be fair to the customer.  
  Take care of your customer and your business. 
  
  Sincerely,
  
  *********************