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:10/31/2023

  Type:Customer Service 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.

  Would not take my dying dog. This has been my clinic for over 10 years. Dr ****** is an awesome vet and when she came over from Wheaton we went with her. She moved on in July and since we knew the staff we continued care here. Fast Forward to Oct 2023 my dog had a hemangiosarcoma rupture and I knew he had to be put down, it's not a fixable condition(26-year 911 paramedic, k9 handler for FEMA, and had 2 previous German shepherds go through this) Drove the dog there, called when 5 minutes out and was told they wouldn't see him" we are not an emergency clinic" and " all our emergency appointments are taken for the day"( in fairness this was the receptionist who I doubt is even medically trained) Really all the appointments for the whole day at 9 in the morning? Had to waste precious last moments with my dying dog in the back of my car driving to ********* in *********. Made it there by the ***** of god They were waiting, assessed him, confirmed my diagnosis, and put him down with moments to spare. Shame on you for treating your clients in such a way . I had originally thought of taking him to the emergency clinic but thought it would be better to put him down in a place he knows with people he knows. So all that being said I want the remainder of his laser package refunded, ( 2 sessions) Will it bring the dog back, no. But I think you owe me that small gesture after being a loyal client over the years.

  

  Business Response

  Date: 11/27/2023

  ********,

  Autumn Green Animal Hospital is not an ER.  **************** left the practice and moved to *******, ************** is the only veterinarian there.  We do have relief veterinarians that help us time to time.  ************** was in surgery when you called.  She cannot do surgery and see clients at the same time. We have already refunded you the remaining sessions on your laser package on November 13th so we are not sure what you are requesting.

  Customer Answer

  Date: 11/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they provided a refund and had forgotten about the complaint
  
  Sincerely,
  
  ***************************