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:06/12/2024

  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.

  On February 12th, we took our cat to Webster groves animal hospital due to being malnourished, not eating, extremely underweight. Upon examination, the vet had suggested an x-ray, which showed no issues. He then suggested that our cat stay in the hospital, gave him a hydration shot and took no further remediation or examination. We could not afford the hospital so we decided to nurse our cat at home. We decided to take him to another vet we had at the suggestion of a care worker at the house rabbit society. It turns out he had a lower tooth that was growing into the roof of his mouth, and clearly causing him pain. The base of our complaint being that, why hadn't the vet at Webster groves animal hospital checked that? Cat's not eating and you don't check his mouth? They took our cat out of the the room to examine him so my wife assumed the vet did his due diligence, but that doesn't hold true anymore for us. All it seemed like he was trying to do was push us toward keeping him there overnight, which would've been very costly. Going as far to say, and this is paraphrasing from memory, that he would likely not make the night if we didn't. The amount of money we paid was the total bill, including the hydration shot which we do believe was needed, regardless of the lesser services provided. Our issue remains with the negligent examination and unnecessary x-ray, had he just looked in our cats mouth. I've been trying to remediation for this issue with Webster Groves Animal Hospital directly since March, but after initial contact and the request for me to send the second vets report over to them, to which we did, have received 0 communication, calling at least 3-4 times a month. At this point I feel like we're being stonewalled and don't know what else to do.

  Customer Answer

  Date: 10/23/2024

  No, I haven't seen a response.  It has not been resolved. 

  

  Business Response

  Date: 12/16/2024

  According to our medical records, our doctor examined the mouth and notated a Grade 2 of Grade 4.  Dr. ****** examined the mouth and saw no indications that the tooth was a cause of Fiyeros condition.  I have attached the medical records and the comments on our review of Hope Animal Hospitals exam 8 days after the visit at our hospital.  Because the medical record did not indicate a tooth was an issue, we do not believe we should provide a refund.

   

  Angel

   

   

  ***** ********

  Hospital Administrator

  Webster Groves Animal Hospital

  *********************

  ************ confidential fax (please no promotions)

• Initial Complaint

  Date:05/12/2023

  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.

  I called Webster Groves Animal Hospital about 2 weeks ago asking if they could do a nail trim only for my dog. This is where I take him for regular vet care. I was told to bring him in after 10 a.m. as the techs get there at 9 a.m. and then they would be ready to do his nails. Today, 5/12/23 I went there around 10:30a.m. One of the people at the desk asked if we had an appointment and I told her we just needed nails done. She said, "We don't do that here." She never got out of her chair, she barely made eye contact with me and another employee in another area stood there and stared at us. This lady just looked back at her computer and said she couldn't do anything as she does not know to whom I spoke. Then she just went back to her computer work. I asked if she could tell me why the entire staff was not properly trained in this issue and she said, "I can't help you hon." There was no offer to get a manager, there was no offer to take me somewhere a little more private; there was absolutely no customer service. I have been going there for a few years but am seriously considering finding another vet practice.

  

  Business Response

  Date: 05/19/2023

  On 5/15/23 we called to discuss the concern.  At the time, she was unable to talk and indicated she would call back to discuss on Tuesday, 5/19.  We have not heard back.  We were calling to set up a time to complete the nail trim at no charge.  We should have tried to meet her needs when first came in.  We do not accept walk in nail trims due to case load and staffing concerns.