Complaints

This profile includes complaints for Pet+ER's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pet+ER

  1209 Cromwell Bridge Rd Towson, MD 21286-2206

• 

  Pet+ER

  10000 Old Columbia Rd Columbia, MD 21046-2180

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:Billing 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 presented to the ER with my dog who was having difficulty breathing. A tech saw us about 15min after arrival and put us in an exam room. A Dr did not come to see us until 905am. During the 2 hour wait, no one checked on us. The Dr spent all of 5min with us. She listened to my dogs heart and lungs and said she was having some labored breathing. This was obviously the reason for my visit. She advised the blood work should be done for $375 and x-rays for $485. I agreed and asked how long we would be waiting. She said 30-45min. After another hour I went to the front desk to advise that I planned to leave. After 5min I was told that the Dr was reviewing my dogs blood work and would then do x-rays. My dog was never taken for bloodwork. The receptionist doubted me and attempted to charge me for this. The Dr confirmed I should not be billed for it. Of course not, no one did bloodwork or x-rays. We were completely ignored and neglected. The receptionist charged me for an exam. What exam? I wasted 3 hours plus with an ill dog that no one cared about. I was told I'd get discharge papers via email. 24 hours later, and I have not. Of course, who knows what would be on them since no one did anything, and the Dr was looking at someone else's bloodwork. 
  
  
  I am requesting that I be reimbursed the $165 charge. I received no service. My dog was not taken care of. No one was in the waiting room. There was not any volume of patients. I have never been so frustrated or disappointed at the complete disregard for an animals well being at any veterinarian facility. I will be sure to share my thoughts with friends and family, and I will travel an extra distance to patronize a different emergency vet if/when needed. If necessary, I will also file a formal complaint. Your facilities lack of care and compassion is unacceptable, and to charge someone who leaves in worse condition than arriving during to lack of care is appalling. 

• Initial Complaint

  Date:01/24/2023

  Type:Customer Service 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 1/20/2023 I took my dog into Pet+ER Columbia to be seen due to albuterol toxicity after biting into an inhaler. Everything was fine, staff (office and veterinary) were pleasant HOWEVER, the following morning my mother who lives in North Carolina received a message over Facebook from a vet tech at a completely unrelated practice telling/threatening her that if my method of payment (check) bounced, the clinic would take me to court. This person is not an employee with Pet+ER Columbia and should have ZERO ACCESS to personal and private information. Nor is the practice she works at my primary veterinarian. The only way she would have known of the visit is if a staff member had told her. Pet+ER Columbia violated my privacy, confidentiality and trust. This person has consistently been on social media slandering and cyberbullying me and this was used as another tactic against me. I had to change my cell phone number due to this person and the threats against my life I was receiving due to posts she made.

  Business Response

  Date: 01/31/2023

  Good morning,

  I want to begin by stating that the case number is question (#******** for ********* *******) does not pertain to Pet+ER located at 1209 Cromwell Bridge Road in Towson, MD. This complaint pertains to Pet+ER Columbia at 10000 Old Columbia Road in Columbia, MD. While we are both Pet+ER hospitals, they are different locations. I'm not sure if that makes a difference, but I wanted to make that clear to begin. However, since I work for both practices, I can at least answer this complaint to the best of my knowledge. 

  Based on the communication log on Ms. *******'s account, she called and made us aware that she has an ex-best friend with whom she had a major falling out and with whom she is now in a legal battle. She provided us with her name. Ms. ******* reached out to us because somehow, this individual knew that the she had paid us with a check. Ms. ******* states that there is no way for this individual to have known that information unless we gave it out to her. Per Ms. *******, this individual works at ******* ****** ******** ** *********. Ms. ******* indicated that it is possible this individual called and requested records, posing as the primary veterinary care provider. Our client services manager spoke with Ms. ******* and apologized for the situation. She informed Ms. ******* that it is our policy to only speak with the client on record, or another/referring veterinary hospital about a patient in our care. Ms. ******* was informed that according to our records it looks like the records were only sent to ****** *** *** ********, but these records would have contained her payment method. Ms. ******* was then told that we would flag her account to indicate that no records are to be sent to ******* ****** ********, and to ensure the Ms. ******* is the only person being spoken to about this case moving forward unless authorized otherwise.

  This is the only documented conversation with Ms. ******* about this incident. I have no way of knowing for sure how the individual got the knowledge about the client's check payment. It is possible that one of our CSRs gave the information out thinking they were speaking with the client. It is also possible that, being an ex-best friend, the individual assumed Ms. ******* had paid with a check knowing her spending habits once she had learned the pet had been seen at Pet+ER Columbia. There's no way to know for sure without hearing from the other individual involved. Other than discussing the situation with Ms. ******* and apologizing, there was no further documentation. I am happy to provide additional information if need be, or request that other individual s who may have more knowledge on the situation submit a response. Please let me know if I can be of further service.

  Sincerely,

  Jeff H******

  Finance Manager