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Business Profile

Veterinarian

Urgent Pet Care, PC
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Urgent Pet Care, PC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:07/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      July 1, 2023 My elderly dog who is mostly blind and deaf took a bad fall down some stairs. I called my vet but could not unfortunately be seen and was referred to Urgent Care West. I stated on the phone to Urgent Care she had fallen and was unable to move her head and would yelp and cry if you touched her and that she wouldn't walk. This was repeated once we arrived at Urgent Care and they took her into the back. I could hear her yelping in the back, which is to be expected while they looked her over and assessed the damage. Almost two hours went by and they finally took us into a room. After another 15 minutes waiting in the room a gentleman came in to ask us what happened????? They know what happened it was explained twice AND they were asking almost 2 hours after they took her into the back. He then left and a lady came in wanting almost $1000 to do anything. We then found out that they done absolutely nothing the entire time they had her in the back. They tried to turn her neck which hurt her tremendously (we could hear her in the waiting room) and they stood her up to see if she could stand and then left her in a kennel and us in the waiting room for almost 2 hours. We were charged $255 for the office call and pain meds which we had to wait another 30 min for them to give her because they did nothing the 2 hours they had her. We were there 3 hours. Are you serious??? This is completely unacceptable. I am hoping at this point she makes it through the weekend and I get her into the actual vet. I would like to be refunded the $140 office call charge. They did absolutely nothing for 3 hours and I shouldn't have to pay for that. I do not mind paying for the pain meds and I hope they get her through the weekend.

      Business Response

      Date: 08/09/2023

      Dear Ms *****,
      Thank you for your letter of concern.  I have reviewed your medical records at
      Urgent Pet Care West.  I noted that you presented
      your dog ***** there on July 1, 2023t.  ***** had fallen down a flight of stairs
      shortly before arrival. ***** was taken from you and was brought into the
      treatment room to be immediately examined by the veterinarian and staff while
      you were being checked in. According to our records you were checked in at
      12:55 pm.  ***** was assessed and was found
      to be stable, with the ability to stand and walk.  She was also painful in her neck region. A
      neck injury was suspected.   She was placed in a kennel where veterinary
      technicians could observe her for any changes. 
      Since she was considered stable and was under supervision, we continued
      to work with other more critical cases that were in the hospital.  At 2:15p pm you were placed into an exam room
      and the doctor’s assistant came in to discuss *****’s injuries.  It is our policy for the doctor assistant to
      ask about the incident and see if any details were missed or not
      communicated.  This was relayed to the
      veterinarian on duty. The veterinarian then spoke with you in the exam room,
      communicated our concerns, and offered radiographs along with lab work to
      determine the extent of the neck injury. 
      These tests were declined. Pain medication based on her age and health
      status were then discussed, and, according to our records, administered.  ***** received an injection for pain at 2:29
      pm.  This is approximately one and a half
      hours after your arrival.  Appropriate
      oral medications were also dispensed, and you were checked out of the hospital
      at 2:42 pm.
      We understand that waiting while a beloved pet is seen and
      treated may seems like an eternity. A wait
      time of a little over one and a half hours though is considered excellent by
      emergency hospital standards.  We feel
      ***** was seen, assessed, and treated in a timely manner. This treatment was
      also based on your wishes.  Therefore, we
      are going to decline any refund of charges. 
      We wish you the best for ***** in the future.


      Sincerely,

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

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