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:03/08/2025

  Type:Billing 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.

  1. Lack of Prior Consent or Signed Agreement:
  
  2. Uninformed and Surprise Billing:
  
  3. Failure to Communicate and Forced Appointment:
  
  4. Failure to Follow Up on Recommended Medications:
  
  5. Delayed Communication and Unprofessional Service:
  
  6. Failure to Provide Lab Results:

  Business Response

  Date: 03/08/2025

  Hello,
  An appointment was made upon request by ****** ********* for her cat, Little Bear, on 3/3/2025 for a mobile veterinary exam for 3/7/2025. Our system showed that the visit was scheduled for 9:30. When we were not present at 9:00am, Ms. ********* called to complain. When we arrived at 9:30 and explained that our system had her scheduled at 9:30. We accommodated the inconvenience with a free house call fee. We informed Ms. ********* that the concerns for her cat would be better understood with labwork and she agreed and approved. We also administered subcutaneous fluids to make him feel better as he had very firm stool that may have been caused by dehydration. The Dr. explained that she would likely be able to call with lab results the next day around noon or later. Ms. ********* called once the evening of 3/7/2025 looking for lab results then she called the Dr.’s personal phone number 4 times and texted her once ob 3/8/2025 at approximately 12pm and 2pm. She also texted and called the business phone and was told that Dr. *********** is still seeing patients and will call when she can. She continued to badger the business line to which Dr. *********** responded.  Ms. ********* responded unfavorably and was fired from the practice as a result.  She then proceeded to provide google with fake google reviews, copying and pasting from different accounts to  smear the Dr.’s business reputation.  We know that they were fake because they were made minutes after above conversation. One was made from a profile named Nyair Cephas which was a direct copy from a complaint made 2 years ago from actual clients. Dr. *********** is considering filing a restraining order. Provided is record of the visit from 3/7/2025 and the conversations from 3/8/2025

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Good Afternoon,This is ****** *********, I see that this claim has been closed and I would like to have it re-opened so that I am able to respond to ********s response. I definitely do not agree to what she is stating about me in her claim and I would like a refund for services. Please re-open this dispute or inform me how to appeal this process due to me not seeing the response until today as I work really late hours during the week. Below is ******** response to my claim and I will also add my response below:Hello,An appointment was made upon request by ****** ********* for her cat, Little Bear, on 3/3/2025 for a mobile veterinary exam for 3/7/2025. Our system showed that the visit was scheduled for 9:30. When we were not present at 9:00am, Ms. ********* called to complain. When we arrived at 9:30 and explained that our system had her scheduled at 9:30. We accommodated the inconvenience with a free house call fee. We informed Ms. ********* that the concerns for her cat would be better understood with labwork and she agreed and approved. We also administered subcutaneous fluids to make him feel better as he had very firm stool that may have been caused by dehydration. The Dr. explained that she would likely be able to call with lab results the next day around noon or later. Ms. ********* called once the evening of 3/7/2025 looking for lab results then she called the Dr.’s personal phone number 4 times and texted her once ob 3/8/2025 at approximately 12pm and 2pm. She also texted and called the business phone and was told that Dr. *********** is still seeing patients and will call when she can. She continued to badger the business line to which Dr. *********** responded.  Ms. ********* responded unfavorably and was fired from the practice as a result.  She then proceeded to provide google with fake google reviews, copying and pasting from different accounts to  smear the Dr.’s business reputation.  We know that they were fake because they were made minutes after above conversation. One was made from a profile named Nyair Cephas which was a direct copy from a complaint made 2 years ago from actual clients. Dr. *********** is considering filing a restraining order. Provided is record of the visit from 3/7/2025 and the conversations from 3/8/2025****** *********'s Response to ********s Message:To Whom It May Concern,I am responding to the dispute statement provided by Padfoot Mobile Vet regarding my veterinary appointment on March 7, 2025, for my cat, Little Bear. I would like to clarify and correct several inaccuracies in their response.Miscommunication Regarding Appointment TimeMy appointment was originally scheduled for 9:00 AM, as confirmed in our previous correspondence. I have photo proof of my appointment confirmation and our conversation history, which clearly shows the scheduled time.When the veterinarian did not arrive, I called to inquire. They later arrived at 9:40 AM, not 9:30 AM as they claim.The vet admitted the error and agreed to waive the $65 house call fee, which I appreciated. However, I was not given an option to reschedule due to their lateness, nor was I contacted beforehand to notify me of the delay.Consent for Lab Work & ChargesI only requested a routine physical exam. The veterinarian suggested additional services, including a geriatric blood test meant for senior cats (my cat is only 2 years old), without fully explaining its necessity.At no point was I informed of the cost of the services before they were performed. The final bill of $327 was only disclosed after the exam, making it impossible for me to approve or decline certain services beforehand.Failure to Follow Up & Dismissal from PracticeI was told that lab results would be available the next day around noon, but I did not receive a call at the promised time.After waiting past the expected time, I reached out once in the evening of March 7 and again on March 8 for an update, as I was concerned about my pet’s health.The vet responded by abruptly dismissing me as a client rather than providing the results in a timely manner.False Accusations Regarding Google ReviewsThe claim that I created fake Google reviews is completely false. I did not post multiple reviews, nor did I fabricate any complaints. Any negative reviews posted by others are unrelated to me.Threatening to file a restraining order over a valid service complaint is an intimidation tactic that I do not take lightly.Evidence Supporting My ClaimI have photo proof of my original appointment confirmation, showing the scheduled time of 9:00 AM.I also have screenshots of my conversation history with the vet, which confirm my follow-up attempts and their failure to provide lab results within the promised timeframe.ConclusionGiven the miscommunication, unexpected charges, failure to provide timely test results, and unprofessional behavior, I stand by my dispute. I expect to receive a full refund of $327, as I did not consent to many of the charges and was denied adequate follow-up care.Thank you for your time and attention to this matter.Sincerely,****** *********
  
  
  Regards,
  Complaint ID: 23039311
   
  
  
   
   

  Business Response

  Date: 03/21/2025

  In response to ****** *********’s dispute we would like to address the following concerns:
  APPOINTMENT TIME 
  Ms. ********* received a waived charge due to her displeasure at our tardiness. We may arrive later than the appointed time, due to the nature of being a mobile/medical practice. I have attached a copy of the appointment notes stating the projected arrival time was 9:30 am but confirmation from our software  would say 9am as discussed when the appointment was scheduled. Much like any other medical appointment situations arise and can impact our timing as it does with any appointment. 
  Lab Work and Charges
  Ms. *********’s appointment was scheduled for a general check up because it had been over a year since we had seen Little Bear. Ms. ********* did mention as noted in the attached PDF of appointment that there was a concern of swelling around his anus. When initially having a telemed appointment 12/15/2023 with Dr. ***********, the doctor recommended blood work to be performed for the projected in person visit scheduled for 1/11/2024. Ms. ********* declined this suggested blood work. At the appointment 3/7/2025, labwork was again recommended and at this time, Ms. ********* agreed to have it performed. She did not inquire about the cost of any services, including labwork, until the total bill was rendered. All services, other than the travel fee (which had already been comped) and exam are subject to decline until they are rendered. Labwork can be declined until it is shipped to the lab. Ms. ********* was given the cost of the labwork and did not decline the service. The specific test the doctor chose is called “Geriatric Profile”. This is how it is referred to in the lab guide. It is not chosen based on age, but on the specific values for which it evaluates. Little Bear had constipation which could be due to dehydration and therefore kidney disease, which was explained to Ms. *********.  A geriatric profile will evaluate the levels to accurately diagnose a condition involving the kidneys.  It is not chosen based on age. Again, this was explained to Ms. ********* at the time of the exam.  The laboratory we use offers select panels to be discounted to which we pass these discounts to our clients. Our fee for that specific panel of bloodwork is $165.00 whereas Windcrest quoted my staff $488.22 for the same panel.  We will not be offering a refund for this service as we believe we were performing services for the betterment of the pet that were agreed upon by its owner. 
  Failure to follow up 
  The lab work being available after 12 did not imply that a call to Ms. ********* would be placed at 12pm, as claimed. We are at the mercy of the lab for results and it is difficult to predict when results will be available. That, as well as managing a busy practice on this particular day, 3/8/2025, impeded the ability to call any owner regarding labwork until appointments were concluded.  
  Dismissal from ******* Veterinary Practice
  As far as Ms. *********’s dismissal from our practice, that is a result of her own behavior. We clearly were unable to meet her expectations and provide the labwork results when she demanded which was unacceptable to Ms. ********* based on her harassing calls and texts. We reserve the right to dismiss any clients from our practice at any time. The lab results were provided as well as the records on the afternoon of 3/8/2025.
  
  
  Google Reviews
  The negative google reviews that were posted online March 8, 2025 were indeed traced to Ms. *********’s IP address by *******’s tech support team. These were posted after Ms. ********* was dismissed from practice.  One particular message was copied and pasted from a previous review made 2 years ago made by a different client.  
  Restraining order
  The restraining order was not meant to be a threat tactic. Ms. ********* was repeatedly contacting the practice phone line and then began calling the doctor’s personal number after being given her labwork results and treatment history file. We felt there was no other option due to her reaction escalating.
  Conclusion
  We do not agree with Ms. *********'s request for a refund for services that were performed for Little Bear. We removed the travel fee from her charges and strictly charged for services provided. We would like the matter to come to a close with the understanding that treatment was performed, all the information that was promised has been delivered to Ms. ********* in addition to a copy of the repost and Little Bear’s records so that she can seek a more fitting practice to meet her needs. Attached are also the notes from within the appointment window indicating it was discussed that our arrival time would be 9:30 not 9am despite the appointed time.