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:01/02/2025

  Type:Customer Service 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.

  My dog passed away Friday and spoke to an ***. At the time, my dog was having seizures. He was on some medication, Kepra(spelling?). I thought it would control his seizures. Also he was given phenobarbital (spelling?). He was out of it and the doctor would not release it a couple days early. I told Lizzy and she told me to take him to an urgent care but their urgent care is way out. I was up all night with my dog and he took his last breath in my arms. I went back there and they threw me out. I asked for my dog&#**;s records but they were only going to give me the records for 1 year but I have been taking my dog there for all his life. He was my emotional support dog. I would like all of my dog&#**;s medical records, all 4 years.

  

  Business Response

  Date: 01/02/2025

  ****, 

  Losing a pet is hard on everyone, we are very sorry for the loss of *****. We would like to take a few minutes to address your complaint:

  1. DOCTOR WOULD NOT RELEASE MEDS A COUPLE DAYS EARLY - ***** was taking anti-seizure medication which was a controlled substance. This means you are only allowed a certain amount at one time. The amount we prescribed was an exact amount to last until the next approved refill. However, there was more than one time in the past few months where we have documented that you informed us you were giving the incorrect amount of medication. We reviewed with you multiple times the correct dosing instructions. Because this is a controlled substance, and because this happened more than once, ********* red flagged your account. Unfortunately, this was out of our control. You proceeded to call us multiple times a day for multiple days asking for the meds to be refilled. At that point, you were giving medication at an improper dose, not listening to your doctor's recommendations, and harassing the hospital. We decided that our business relationship was compromised, and we would no longer service you as a client.

  2. TAKE HIM TO AN URGENT CARE - Despite ending our business relationship, you called several times last week and each time we highly recommended you take ***** to an urgent care. As you know, we are not an emergency facility. Due to ******* seizure activity at that time, he needed overnight hospitalization that we would not have been able to provide. We supplied you with four emergency options.

  3. THEY THREW ME OUT - When you came into the clinic on 12/30/2024, you informed us ***** had passed and wanted to know why. You then proceeded to lie about taking him to an emergency facility, ***************************** (or VSS), claiming you didn't take him, then you did take him but they turned you away and said to take him home to monitor him. When asked if you really went to *** or if you were just telling us this, you said, "No, I didn't take him, I'm just telling you this." At that point, we asked you to leave the hospital. As you left, you threatened a lawsuit, used profanities, and made lewd gestures.

  4. RECORDS - You left the hospital without the year's worth of records we are allowed to print. As we said, we could email you the rest of the records, but you said you didn't have an email address. You were going to create one and let us know what it was.

  5. RESOLUTION: Send us the email address and we will send you the records.

  Customer Answer

  Date: 01/07/2025

  Complaint: 22758034
  
  I have reviewed the business' response and am rejecting it because: I don't have a computer and do not have an email, I would like for them to be mailed to my home address for all 4 years that he was under the care of the business.
  
  
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 01/07/2025

  In order to resolve this issue, we will call the client have her pick up her records.

  Customer Answer

  Date: 01/24/2025

  I received my dog's records and I will like to close this compliant.

  Customer Answer

  Date: 01/24/2025

  I have received my dog's records.  

• Initial Complaint

  Date:01/12/2023

  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.

  On 1/12/2023 I my child and my dog entered here for his rabies shot and exam . The vet asst ***** told me since i had my child and kids aren’t allowed in the exam which is understandable i said ok she proceed to say the vet can STILL SEE MY DOG and she will bring him back when he’s done. In the process my 3 year old said she has to go to the bathroom i asked the rude unprofessional receptionist can she use the bathroom she tells they cant let anyone use public bathroom its a law i said ok if its me its understood but its my baby she still refused and told there’s gas stations around . So then the vet asst comes back out and tell me prices and I’m like wheres the doctor you said the doctor will come out since I couldn’t go back there ! She tells me that since i paid for just the rabies shot i would have to pay for the office visit for ADDITIONAL 55 . I then said to her so basically if I would’ve had my baby I would’ve been able to see the doctor but since i have her I can’t see the doctor. Makes no sense . The the asst comes back with a paper of suggested dog food when that’s something i wanted to discuss with the doctor. So they basically just wanted my money because why you LIE ABOUT ME SEE THE DOCTOR FROM THE BEGINNING . i have been going here for years since i had my dog he’s 4 and those people are RACIST UNPROFESSIONAL AND PLAYED ME OUT MY MONEY; I SHOULD’VE BEEN ABLE TO SEE THE DOCTOR SINCE I PAID FOR AN EXAM AND SHOTS… Then quote me for 1,000 but can’t let me talk to the doctor. I will never enter this place again

  

  Business Response

  Date: 01/18/2023

  Mrs. *******, 

   

  We would like to address your concerns in the order you listed them above.

   

  We do not have a public restroom. Our restroom does not meet the American Disability Act requirement, and so the city of Breckenridge Hills does not allow for this. This protocol has been in place since 2016 when the practice was purchased.

  
  You came to your visit with your son. It has been documented that we informed you that we only allow one person into the exam room at a time (Appointment text confirmation attached). This reminder was sent to you via text, which you confirmed via our text reminder. We understand situations arise, and more than one person will arrive for their visit. In these cases, we bring the patient back to treatment and speak to you in reception. This is a common practice we have been following since 2020, when Covid began and we were not using our exam rooms at all. 
  
  As for the charges, we did not charge you for an office consult or exam fee, primarily due to the fact that the doctor did not meet with you. The only fees you paid were for the inventory we provided, which was a rabies vaccine and a rabies tag, required by law. When you originally contacted us back in December, we gave you an estimate for the Rabies vaccine only and explained the additional $55 fee if you wanted to speak with the doctor (December estimate attached).

   

  For this reason, we will not be issuing you a refund for $43.41. There were no services charged at this time. And you were properly quoted for the inventory provided.

   

  Sincerely, 

  ***** ******* DVM and Practice Owner