Complaints

This profile includes complaints for Northside Emergency Pet Clinic's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Northside Emergency Pet Clinic

  945 W 124th Ave Denver, CO 80234

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  Northside Emergency Pet Clinic

  1658 30th St Boulder, CO 80301-1034

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:07/25/2024

  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.

   
  Complaint: 22034846
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** And **** ,***************************e $40.00 mind you after a $5000 bill from them we take it to the Northside *** clinic and they say it's the wrong one. Sorry our RECEPTIONIST CALLED IN THE WRONG TYPE OF SENSOR. they refused to reimburse us for it. now a day has passed they tell us they will call us back on what to do. now 24 hrs ****** NOT monitored. we asked them to please put a sensor on ****** since they prescribed the wrong one they said no. after waiting and many phone calls to the tech , manager they say come in we will put a new sensor on her and will not charge you for the attachment of the sensor. we go in they put it on we go home the sensor does not work its faulty plus they did charge us to put on a new faulty sensor. they say we do not have anymore )mind you this is an emergency *** Hospital) they tell us to call the company they refused to help there now we have to wait 3 days for it With ****** being unmonitored and us giving insulin ****** the manager did not care says sorry we made a mistake .

  Business Response

  Date: 08/12/2024

  **** and *********************** brought their pet dog, ******, to our emergency pet hospital on 7/16/2024 because she was lethargic and vomiting.  After a thorough exam and diagnostics, the doctor determined that ****** was in diabetic ketoacidosis (DKA), a life-threatening condition due to undiagnosed diabetes. DKA can require multiple days of hospitalization with supportive care.
  
  During the few days that ****** was hospitalized, a Libre sensor was inserted to check Nellies blood glucose levels. Upon discharge, the clients were provided with instructions for the medications dispensed as well as guidelines for care and monitoring at home and follow up recommendations. The clients called back after discharge to let us know the Libre sensor had fallen off. We called in a prescription for a new sensor but regrettably, we did not prescribe the correct type and it did not work.  The clients came into the *** and we placed the correct sensor at no charge to refund them for the one they paid for at the pharmacy.  The technician also reiterated the discharge instructions with the client that they needed to follow up with their regular veterinarian as we are an emergency only hospital and cannot provide the long-term management that their pet needs. It is common for us to run out of certain medical supplies, such as Libre sensors, that are prioritized for human hospital orders over veterinary hospitals. We had many communications with this client and apologized for the prescription error, but before we could get authorization to refund the insertion fee, they filed a complaint with the Colorado State Board of Veterinary Medicine.  We are waiting for the states determination before we proceed with any communication with this client. 

  In summary, **** and *********************** gave written consent for the recommended diagnostics/treatment performed on ******. Our doctors performed appropriate diagnostics and provided good client communication by conveying their findings and recommendations to them directly. We understand that they had an issue with the Libre sensor, but we asked them to contact the manufacturer or follow up with their regular veterinarian for ************ as we do not do follow up care as an emergency hospital. Therefore, there is not a valid reason for these funds to be returned to the client. 

  Customer Answer

  Date: 08/12/2024

  First of all Northside *************** is wrong in their care for ****** they told us she had a urinary tract infection they did a urine test but did NOT submit it further to document bacteria in her urine which can cause diabetes in a dog. They told me the first result showed no infection so they were not going to submit it for a culture. The Wrong way to practice medicine. She continued to get sicker we took her to ***************** at ************************** in ***********. ************************************************************** They did a urine sample and said they were sending it in for a culture and yes indeed she does have a uninary tract infection. They sent us home with Clavamox to be given twice a day for 2 weeks. Northside *************** sent us home with a faulty sensor when we left there. We were unable to moniter ****** properly . They said we donot have anymore sensors and did absolutely nothing to help ******. They suggested we call the company and wait for a sensor in the mail. They did not even help us in calling the manufacturer to have it expedited So the company would not unless the Vet called in. They called in the wrong sensor into King soopers pharmacy which delayed monitering and we Had to pay for it. we are in the process of moving . they knew that we needed to find a Vet and said they said call as much as you need to we will help until you find one. We go in again they put on another faulty sensor! they say we wont't charge you for it but our tech is charging you for coming in! Now ****** has not been monitered by now for over 24 hrs. They did not care. . That makes 3 faulty sensors including the wrong one they had their receptionist call in because they are short staffed and the tech needed help. They did not tell you that the 3 days ****** was in the hospital they were so short staffed they could not accept anymore emergencies and we went in twice a day to hand feed ******. I spoke with ****** the manager and for an animal hospital she was cold hearted. *************** took over ******* care but she was too sick by then and our precious ****** passed away. Yes she died because of wrong diagnosis and negligant care. See abdominal xray that was originally sent with first response. If you need them sent again please contact us. They also did and bdominal and did not find what **************************** did. I think that at the time I was requesting 1/2 the amount we paid to be refunded plus the cost for the wrong sensor being called in. Now since ****** has died I am requesting a full refund. They need more staff and more staff training. Osha should be called in also. A life was lost.

  Customer Answer

  Date: 08/15/2024

   Hello BBB,
  
  I replied yesterday Aug 12  to the email you sent me from the businesss response on ******. I made mistake and downloaded the records from the Veternarian  at ************************* and hit proceed only laptop. I thought it was going to take me to a page where icould go into detail but instead it was submitted with just the downloads and not a detailed reason why   we object to their response .
  
  I called
   this morning and for some reason  it was not received at this email (I am not very tecky) so Im going send again. 
  We took  our 7 year old ****** who has been taken care of very well.  to Northside animal hospital after  we called our vet and they said she should go to hospital. She was vomiting and  licking her uninary tract area and that area was dark  she was  vomiting.
  They kept ****** I believe for 3 days she was in diabetic ketoaidosis a very dangerous situation. We did not know she had diabetes she was just seen in May of this year for a wellness check at ***************************
  
  Northside animal h to the lab to be cultured hospital; said the  urine culture came back negative  then they said she had a urinary tract infection but  they were not going to send it of Negligent mistake number 2  they did to send her home with any antibiotics after we inquired. We trusted them. They were short staffed at one point had to turn emergencies away. So sad. They asked us if we wanted to come int twice a day to try hand feed ****** because   no food means no insulin, We went in twice a day with salmon, mahi mahi.eggs to hand fee her and brought her litter mate.coco the brown one.
  
  When it was time to go home they attached anew sensor to her attuned out to be faulty sensor we called them and they said we have no more! Thatwewere to call the manufacture to get a replacement they could have overnighted it if the veterinary clinic called and put a rush on it. But ****** their office manager said we had to but it had to come from the Dr.
  So ****** was being unmonitored they told us to call as much as we needed to because they knew we were in the middle of moving to aurora and had no vet. We received the new sensor after a few days  said they would not charge us to have the sender  attached because of the incorrect prescription being called in. Turns out  they charged us anyways. 
  We called multiple times during the day on nellies are finally they said they would see us at 10pm to have the monitor attached,
  
  We go in go home and sensor falls off it was not attached properly . I call them. WE TAKE ****** TO ************************* IN ****** AND SHE HAD a SERIOUS URINARY TRACT INFECTION THEY SENT US HOME with TWICE A day antibiotic FOR 2 WEEKS antibiotic  was  Clavamox . They also did some abdominal  X-rays and they picked up something Northside did not on her X-ray.
  WE ALL TRIED WITH ***************** WHO MONITERED ********************* .   
  BUT IT WAS TOO LATE OUR PRECIOUS ****** PASSED AWAY. We are devastated. So ***** littermate. This could have worked out  but since Northside was too busy to do the proper treatment did not. They charged us over $6000