Complaints

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

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Moosehead Trail Veterinary Hospital has 2 locations, listed below.

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  Moosehead Trail Veterinary Hospital

  622 Moosehead Trl Newport, ME 04953-4006

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  Moosehead Trail Veterinary Hospital

  PO Box 296 Newport, ME 04953

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:05/29/2025

  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 brought my two toy poodles in for a pre-op visit. One had a small breast cyst ( about 2 cm) and needed to be spayed. The other had an abdominal hernia. I was charged approximately $150. I called back a month later and tried to schedule surgery appointments, and the receptionist told me the vet I saw "didn't feel comfortable" doing the surgeries. She told me to schedule with another vet there for ANOTHER pre-op visit and told me I'd be charged ANOTHER fee. When I asked for credit from the previous visit, she refused. When I asked for a refund, she refused. She then hung up on me. I called back to ask for the veterinarian's name, and she wouldn't answer the phone. The conversation was recorded for "quality review". What vet can't spay a small dog? She shouldn't have a license if she can't do that. Or remove a small cyst right under the skin. Isn't it illegal to try to charge for the same service twice? I told them in advance of the first visit that it was for a pre-op visit, so why schedule me with a vet who doesn't do surgery in the first place? I am seeking a refund of the $150 dollars. Thank you

  Business Response

  Date: 05/30/2025

  Pets were seen on March 12th, owner was scheduled to bring them for a re-check of the surgical sites with our other doctor at no charge for the following Friday March 14th which he cancelled. Due to the time that has passed and the types of surgery, hernias and masses can grow quickly, we would require the patients to be seen again to make sure the surgical plan is established before proceeding with the actual surgery as we are a small clinic and occasionally need to refer surgeries out. As far as the owner being hung up on that was me who spoke to him, I am the manager of the practice and I told him I would put a note out back for the doctor that initially saw the pets in order to get an answer as far as a refund and said have a good day before I hung up the phone. When the owner called back I was the only person working in reception and I had other clients in the building I was assisting. He left the voicemail 20 minutes before closing asking for the doctors name who saw the pets initially, I had planned to call him back this morning after speaking to my regional manager on procedure of giving out doctors names. At this time we are parting ways with this client as we have only seen him the one time.

  Customer Answer

  Date: 06/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******