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:06/12/2023

  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.

  I need my dog's medical records. I've requested them in writing on 6/7/23 and haven't received them. When I called about that today 6/7/23, amongst other issues, the representative ended up hanging up on me because she "didn't feel she could get anywhere" with me despite me asking pretty simple questions about the policies they are using to refuse to speak to me about my dog. She accused me of yelling, which I disagree with factually, but also it made for a great distraction from her not being able to answer any of my questions. If a policy is based around how regularly a dog is seen, then 'regularly' needs to have a clear definition so we all know how many times we have to bring a dog in to have administrative work done for it throughout the year. And if you're going to purport that the regularity of the visits is related to legal requirements around veterinarian's licensing, then not knowing how regular the visits have to be really makes no sense at all.She stated on the phone prior to hanging up on me that she would send me the records, and now several hours and the end of the business day have elapsed. I have years of records there that I need so I can find a new vet clinic that doesn't lie to me.

  Business Response

  Date: 06/12/2023

  Please note, there is not an ******************* at this business.

  ***** emailed our office to ask that we interpret lab tests she had performed for her dog at a different veterinary clinic on 6/7/2023.  We emailed that we do not provide direct medical advice to clients on evaluation (such as reviewing lab results or notes) provided by another veterinarian except during a client-patient-vet consult. She challenged the policy over a phone call and then asked that her records were sent to her. She has been provided with copies of her dog's medical records after each visit. We also sent them to her quickly following this interaction but not before she filed this complaint.  We have had not physically evaluated her dog in 6 months and she was complaining of new clinical signs.   We have found there is too great of a risk to provide a direct medical opinion to an animal's owner solely based on lab work provided elsewhere as we are often not provided with complete information and medical examination assessment.  To best serve our patients safely, we provide courtesy review of these evalautions through our specialists directly consultating with the veterinarian providing care. The request was not made by her veterinarian.  I was not part of the phone call, but I have listened to the recording.  ***** was forcefully emotional and raised her voice several times. We have declined to provide further care for her pets based on her interactions.

  Customer Answer

  Date: 06/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** merely because I did FINALLY receive my records. Their rendition of facts is inaccurate. They did not get the file to me quickly. They took FOUR DAYS. In what world is that quickly? I won't even bother to address the other inaccuracies because it doesn't matter anymore.

  This clinic is full of liars, and they just keep proving it over and over again.

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