Complaints

This profile includes complaints for Premier Veterinary Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Premier Veterinary Group

  1810 E Belvidere Rd Grayslake, IL 60030-2289

• 

  Premier Veterinary Group

  3927 W. Belmont Avenue Chicago, IL 60618

• 

  Premier Veterinary Group

  13715 S. Cicero Avenue Crestwood, IL 60044-0445

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:09/11/2023

  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.

  On August 30, 2023, I took my dog in for an emergency splenectomy. The veterinarian reported he had to send the spleen to the lab to run tests to see if the tumors and mass were cancerous. Discharge paperwork states the results should have been in within 7 days, the veterinarian reiterated this at the time of discharge on August 31, 2023 when I picked up my dog after a 24 hour stay. On September 7th, I called and the hospital said the results were still pending and chalked it up to the holiday weekend. On September 9th, I called and the receptionist said the results were in and the doctor would call me later once the rush settled. A ER nurse called me that evening and said the results were still pending when I shared with her that I was told they were in, she said that was a mistake. I called the office back to ask for clarification. They put the Nurse back on and she said she would try to get a hold of the lab. She called me back and said the lab stated the sample was more complicated than expected and they anticipate getting the results in by September 14th, but they may come in sooner. I called on September 11th and there was no documentation that any of this correspondence happened and the results are still pending. Please note that I initiated every follow up call to inquire about the results. If I didn't call, the office would have never reached out about the results are. I'm concerned that the office lost the results and are buying time.

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair 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.

  This is by far the worst experience that I can say I've been through. The doctor seemed very nice and helpful at first but that soon changed. The progress/process throughout the whole visit was so off putting as I sat and cried worrying about my pet, I was even told it was time to go and nobody went over ANY results, thats not what I came in for and it's not what I paid for. There was so much confusion that other hospitals couldn't believe what I was telling the. The lack of transparency and understanding by the front end staff was by far obvious that they knew nothing about empathy or compassion either. The doctor gave incorrect medicine and didn't take the time to explain. The doctor took it upon themselves and did things I didn't ask for that weren't necessary (confirmed) by other vets. and then proceeded not to do the things she said she was going to do. The doctor gave my dog medicine and wrote on the paperwork for excessive vomiting and when I confronted this medicine being given not only did the manager speak with me as a follow up but they admitted to lying and giving medicine even though my dog never actually threw up. This place was by far emotionally and mentally damaging to the point that it's caused more harm than good for me and my pet. Also, the doctor noted lies on the discharge paperwork. I didn't refuse anything, I asked and she gave her own recommendations hat contradicts what she said. Very unhelpful, unprofessional, and heartbreaking to say the least. They also misdiagnosed and gave inaccurate Information, i was also told i would be getting partial refunds of 300 and then the bill would be reduced to 600 which they have yet to pay or refund. Nobody knew how much i was suppose to be refunded and in addition i have now gone to two other vets that were amazing and helpful, who saved my pet. This place was unprofessional and lacked transparency including from the manager ****** who did nothing to rectify the situation

  Business Response

  Date: 06/05/2023

  Dear Customer Relations Representative,

  Please see attached medical records, communications, and financial statement for customer *************************** with patient ***********************. ***** initially presented to our hospital on 5/26/2023 after seeing their primary veterinarian on 5/24/23 to rule out metabolic (such as kidney disease) vs pyo vs other per Vetco. It was recommended that the owner come to Premier Veterinary Group for an abdominal ultrasound to rule out the aforementioned. Our triage nurse called the owner when they got in line for the ** on our Clockwise system to let them know that if pyometra is found, we currently do not have a surgeon and they would need to transfer. Recommended heading to another ** that could perform surgery if needed. The owner elected to come to Premier since he was only a few minutes away. Upon triage, our nurse ****** reviewed presenting concerns with owner. ****************** performed an examination and point of care ultrasound which revealed severely distended loops of uterus in abdomen. No peritoneal effusion noted. ****************** met with the owner to review her concerns for suspect pyometra, diagnostics needed, as well as costs for various options of treatment/hospitalization (See attached communications).

  Owner main concern was that ****************** gave Amora an anti-emetic and that his pet had not been vomiting. Amora had a painful abdomen upon examination and had not been eating normally. Pain medications, anti-nausea medication, and antibiotics were provided for Amora. Antibiotic (Clavamox oral) was prescribed and sent home with the client. ****************** gave appropriate doses of medication per medical director.

  Our board-certified radiologist looked at both the chest and abdominal radiographs free of charge. We also did not charge for the chest radiographs as the owner had expressed cost concerns.
  Provided low cost and finance options. Owner elected to take the patient to the primary veterinarian in the morning. See ******************** medical records. Patient had a pyometra ovariohysterectomy performed on 5/27/2023. The records indicate that they performed a flash ultrasound of Amora's abdomen, which revealed a large, fluid filled, dilated uterus as well as several visible fetuses that were early in development, indicating active pregnancy. Due to concern that ***** could have an infected uterus it was elected to proceed with spay surgery and humane abortion of pregnancy. There is no indication that the puppies were viable listed in the record.

  With speaking with the owner on two separate occasions, he did not mention that the pet had surgery. His concern was that we misdiagnosed his pet and that she was in fact pregnant (4.5 5 weeks with 3 puppies) and did not have pyometra. I once again reviewed that the medications provided would not have harmed the puppies and that we are still recommending abdominal explore for suspect pyometra. There was a few moments where the owner began to bully and badger me, I relayed that I am listening and actively addressing his concerns. He went on to discuss the what ifs for other owners and cases that *** not have the funds. I let him know that he is asking me to change an entire industry and that we do our best to provide resources to all for low cost, financing, and clinics that provide care in a non-emergency setting. I am focused on what I can do on a local level here for him and most importantly, his pet. I also let him know that the concerns over costs and being unable to help all patients has led to a higher suicide rate of veterinary team members than any other industry. We do our best to meet the expectations of each individuals needs. He stated that he would still be filing a complaint regardless of my actions because I did not refund any of the medications that were provided for his pet. See communications below for greater detail.

  Owner stated that he had three separate veterinarians confirm pregnancy but would not provide the *** or hospital name. When I shared that I would like to send over our reports to the hospital of his choice that he is comfortable following up with especially the board-certified radiologist report to make sure ***** is getting the best care, the owner reluctantly mentioned Duke AH. We have Vetco and Spring Valley on file. Duke AH was called for records after our phone call on Friday afternoon. Owner stated that the veterinarian changed the antibiotic, **** also sent Clavamox home post procedure along with additional pain medication to manage surgical pain. (See communications attached).

  While I did not meet the owners expectations to refund costs, I did address and investigate all of his concerns. Medically, the diagnosis and treatment remained the same. No medications provided in hospital or that were sent home harmed his pet and surgery was still recommended and performed by the primary veterinarian less than 24 hours after his visit here at Premier Veterinary Group. All team members have been spoken with regarding this case and reviewed areas of improvement in communication.
  Feel free to review all documentation and reach out if there are any additional questions or concerns.
  

  Thank you,
  *****************************, CVT, CVBL, CSSGB
  Hospital Director
  Premier Veterinary Group *******

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20136012
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************