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:02/26/2025

  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.

  On 11/29/2024 my wife and I took our cat Fluffy in for a surgical procedure. It was the same exact procedure we had taken his brother ****** in for on 7/19/2024, just 4 months earlier. We were charged $812.50 for ****** in July but $1,500.00 for Fluffy in November. When I questioned it I was told due to inflation they had to raise their prices. The rate of inflation at that time was 2.6%. The difference between $812.50 and $1,500.00 is just over 84%!

  Business Response

  Date: 03/06/2025

  Care Animal Hospital
  *********************
  ****************************************
  ************
  03/03/2025

  
  

  Better Business Bureau
  ********************************************************************************
  *********************************************************************************************************************************************

  
  

  Dear BBB Representative,

  We appreciate the opportunity to respond to the complaint submitted by Mr. ***** ***** regarding the billing for his pets surgical procedure on 11/29/2024. At Care Animal Hospital, we value transparency in our pricing and strive to provide the highest level of care for all our patients.

  
  

  Upon reviewing Mr. ****** concerns, we would like to clarify that prior to Fluffys procedure on 11/29/2024, we had a direct discussion with Mr. ***** regarding the estimated costs.

  He was provided with and signed off on both the estimate and the surgical consent form, where the pricing was clearly outlined. These documents will be attached for the BBBs review.

  
  

  While we understand his concerns about the pricing difference between his two pets procedures, our pricing structure is influenced by various factors, including increased costs for medical supplies, medications, equipment maintenance, and staffing. Between July and November 2024, we experienced significant cost increases from suppliers, which resulted in necessary price adjustments across several services, including the procedure in question. However, it is important to note that our declaw procedure pricing had not been changed since 2020, and this was the first adjustment in four years to account for rising operational costs.

  
  

  Additionally, Care Animal Hospital reserves the right to change our policies and pricing at any time. This has been our policy since our establishment in 1970, and we make every effort to communicate cost updates to our clients at the time of service.

  
  

  If Mr. ***** would like further clarification or a detailed breakdown of the charges, we are happy to provide that. While we stand by our pricing structure, we are open to discussing potential goodwill accommodations, such as a discount on a future visit, if deemed appropriate.

  
  

  Please let us know if any further information is required. We remain committed to providing quality veterinary care and ensuring client satisfaction to the best of our ability.

  Sincerely,

  
  

  ******** ***********

  Office Manager

  Care Animal Hospital

  ************

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22993572
  
  I am rejecting this response because:
  I understand inflation but I do not understand an 85% increase in a 4 month period when the inflation rate is only 2.6%!  Ridiculous!  I dont understand how businesses expect to keep customers with that kind of jump in prices!  I certainly will never be going back to Care Animal Hospital ever again or recommend them to anyone!  I think all the reasons she stated for the price jump are just excuses.  I would like to see proof regarding all the price increases they have to pay!
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/10/2025

  Response to ******************** #********
  Dear Better Business Bureau,
  We appreciate the opportunity to respond to Mr. ****** concerns regarding the price adjustment at Care Animal Hospital. While we understand that price increases can be frustrating, our pricing adjustments are based on multiple factors, including rising costs of medical supplies, anesthesia, surgical equipment, laboratory services, and staff compensation. These adjustments ensure that we can continue providing high-quality care to all our patients.
  Mr. ***** is not involved in the financial operations of our hospital and would not have access to the detailed cost analysis that goes into determining our pricing structure. While we understand his frustration, requesting internal documentation regarding our business expenses is not a reasonable expectation.
  Furthermore, when Mr. ***** initially voiced his concerns in person in November, we offered him the opportunity to speak directly with Dr. **** the hospital owner, who personally oversees pricing decisions. He declined this opportunity at the time.
  The increase in costs is not merely a reflection of inflation but is influenced by industry-wide rises in supply and operational expenses. Veterinary care involves numerous factors beyond the direct cost of a procedure, including pre-anesthetic testing, surgical materials, post-operative care, and the expertise of our doctors and technicians.
  While we regret that Mr. ***** is dissatisfied with our pricing structure, we remain committed to providing the highest standard of care for all our patients. If he chooses to seek care elsewhere, we respect his decision and wish him and his pets the best moving forward.
  Sincerely,
  ******** ***********
  Office ****************start="1835" data-end="1838"> Care Animal Hospital

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22993572
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22993572
  
  I am rejecting this response because: The part where she says they gave me the opportunity to discuss this with Dr. **** the hospital owner, in person is a flat out lie! In fact, I never voiced my concerns in person. I was stunned at what they charged me when I picked Fluffy up but then I thought maybe I didnt remember correctly what I was charged for Pepper having the same procedure 4 months earlier. After I got home I checked Peppers paperwork and sure enough I was right that I was only charged $812.50. I then sent an email to Care Animal Hospital asking for an explanation. ******** responded with a partially snotty voicemail message!
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 boarded my dog on 12-23-2022 and picked him up on 12-26-2022.He was walked indoors due to the weather. He is a white dog. When I picked him up his paws, legs, belly and tail were yellow from urine and he stunk. I asked what happened to him and the girl who gave him to me said that's the way he looks.WRONG!!!I consider this as cruelty and abuse because they made my dog remain covered in urine and didn't even bother to clean him.

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Please read entire review, dogs are getting abused!! This is the review I wrote on Google!!OUR DOG WAS HURT AND INJURED TERRIBLY HERE and IS BRUISED VERY BAD, SHE HAS INCREDIBLE TRAUMA!THE OWNER ***** WILL NOT CALL ME BACK AND IS DENYING THIS HAPPENED AND MAKING FUN OF US AND LAUGHING ABOUT IT, this is awful! On top of it, the staff is incredibly arrogant and rude, they all truly couldn't care less!PLEASE READ THIS EVERYONE!This amazing dog stayed for 2 weeks while a new house was being closed on, when we picked up the poor dog, there was a GASH OVER THE **** EYE IS SWOLLEN 3X the size of the regular eye. There are pink **** bruises on the dogs legs, she has been shaking and VERY scared since she has been home.I am begging EVERYONE to please stay away, this is disgusting what has happened, and they take no ownership.PLEASE DON'T BRING YOU PET HERE, THEY ARE NOT SAFE!!!!!!!!! Reply to me direct if you want more info and pictures--THEY ARE ABUSING DOGS!!!!!!!!!!