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:01/22/2025

  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.

  I have dealt with Southway Animal Hospital since approximately June 2024. Since then our experience has always been horrible. On the first occasion we attempted to refill their bravecto but they indicated we would either need labs or have our old vet send their records since they never got them the first time. We sent records three times and every time no one could find them which prevented our dogs from getting the treatment they needed. This continued until I called and complained to the manager about the delay in treatment. She explained they needed labs for ******** due to a state law but said simparica could be used until then and that labs would be needed for ******** in the future. We agreed and took the dogs for testing but after the tests were drawn and paid for I asked to refill the bravecto and was then told simparica is actually replacing the bravecto. Keep in mind I'm no vet and was not aware of all the differences and similarities between bravecto and simparica so we left it alone and began to look for another vet. While we were looking for another vet, we took one of our dogs in on 01/22/2025 to have a cyst checked on. During the visit, I was informed that my dog would need lab work to make sure she could have anesthesia which I was fine with. I was also told that all together it would be around *** dollars. When I checked out I was charged ****** which fell around the estimate provided. As soon as I left and got home, and before I could even review the invoice, I was called and informed they did not charge us for the labs and that we needed to pay an extra ***. At this point, I informed them to not run the labs and that we would not be coming back. The manager (****) called and asked for a call back. When I called she asked for confirmation of my email but then suddenly started harassing me saying that I was hostile because I was mad and that it was my fault for being charged incorrectly. I hung up but now I'm afraid they won't give our records

  

  Business Response

  Date: 01/22/2025

  BBB: I have attached a *** with my response but I'm unsure if it attached properly. Please let me know if you don't receive it. The above mentioned client has been emailed their records and their account has been inactivated. He is not welcome at my place of business in the future. I would prefer for none of the information provided by him or in my information to you be made public. Thank you. I consider the matter resolved as his records have been sent to him. I provided the *** for your own information.

  Dr. **** *****

  Customer Answer

  Date: 01/23/2025

  Hello,
  
  This email is a follow-up regarding my complaint for Southway Animal Hospital, case ********. They have since emailed me with my records and nothing further is needed from them. Please let me know if you have any questions or need additional information from me.
  
  Sincerely,
  
  ***** ** *******
  ************