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:03/11/2025

  Type:Service or Repair 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.

  Due to the length of the details of my complaint I was unable to provide them in this space. Please contact me on my phone number if you need more details. On March 1, 2025, I took my dachshund, ******* to Cadence Animal Hospital to get her checked out due to showing digestive issues (vomiting and diarrhea) for no apparent reason. I arrived approximately 1210p where there were only a few other customers in the lobby. To summarize, this was the worst vet visit I have ever had in my entire life. The office staff was not particularly friendly, helpful or welcoming. There was no office management of any kind to a very outrageously disturbing situation that occurred soon after my arrival, which was highly disturbing to everyone who came in. In addition, there was no communication or information given to me about anything concerning my dog, and I was left to ask a lot of questions instead. There was a completely unreasonable amount of waiting time expected, as my visit, which was not even completed, turned out to be around 2 hours if not more. After having to tolerate a completely outrageously intolerable situation for about 2 hours I was left with a mental breakdown and had to leave as fast as I could depart.

  Customer Answer

  Date: 03/12/2025

  Here are more details of the incident:

  On March 1, 2025, I took my dachshund, ****** to Cadence Animal Hospital to get her checked out due to showing digestive issues (vomiting and diarrhea)for no apparent reason. I arrived approximately 1210p, there were  only a few other people in the lobby. After waiting 20 minutes I was led to a room to wait for the doctor.Soon after another dog owner entered the lobby with 3 dogs which then proceeded to continuously and endlessly bark very loudly and ear piercingly. When another dog owner walked in to check in at the desk I would hear fighting. As I waited an exceedingly long time for the doctor to come in the screeching dog barking continued endlessly the whole time. The tech came in and took ****** to the back room and I continued waiting for the doctor for another extended period of time while the screeching dogs continued their barking. After a long wait the doctor finally came in. She took ****** to the back again for treatment. After another long wait which again included the nonstop continuous screeching barking, a different tech came in with ******, dropped her off on the couch, said absolutely nothing to me, then proceeded to leave the room. (dogs are still endlessly barking). I then spoke to her addressing the fact that there was nothing spoken about anything concerning my dog, no communication, or anything for that matter, as well as the massive disturbance of the screeching barking. By this time,it was at least going on 2 hours of listening to that intolerable nonstop outrageous disturbing noise.  She would not do anything about the situation. She sent the doctor in, and she then asked me if I had any questions. I started with the fact that there was no communication, no information about status, details, length of wait time for the treatment, process,what was happening with anything, etc., because it was taking so long. I was already beyond any human tolerance of this situation. We went round and round, she stated she couldnt do anything about anything, where I asked why couldnt they direct her to go outside. She said she couldnt do that because it was too hot.I stated that it was NOT hot. The outside temperature was in the 60s. After more rounds of absurd discussion, no management of the situation or any other part of my visit, along with the continuous intolerable screeching, I finally could not take any more of this ludicrous disturbance and left the room. On the way out I yelled out as loud as I could SHUT UP. When I got outside about 6 other dog owners, and their dogs were outside in the parking lot because they couldn't tolerate it either. I said that the woman inside needed to be outside instead of them. I could not leave fast enough.

• Initial Complaint

  Date:07/02/2024

  Type:Product 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.

  6-10-24 (******************) Took my sick cat to Cadence Animal Hospital for a possible urinary tract infection. Female entered the room with a notebook - I believed it was the doctor. She began asking questions of what tests and procedures that we wanted them to do. I asked if she was going to examine her first and tell me what was needed. She told me that she was not the doctor and that she was there to basically determine how much we were willing to pay before the doctor came in. There was no examination yet. Vet came in and suggested a plethora of tests, x-rays and procedures before even looking at our cat. We wanted a urine test and antibiotic, as this same problem has happened in the past. Our cat was taken in the back room away from our presence to extract urine. When she was returned to us, out cat was bleeding. She said it was normal when inserting the needle. Again, she has had this issue before - with no bleeding after capturing urine. She was wet. The vet said they had to wash her off due to the urine and blood getting all over her. She was given an antibiotic shot. We went home. I called the next day regarding the urinalysis. No one got back to me. The following day we called as the cat was no better. Was unable to eat, p*** or pee for days now.6-12-24 Returned to vet for further testing. Again, different female came in with notebook wanting to know what we wanted done and how much we were willing to pay. Thinking there may be a blockage, I asked for an x-ray. We did not see ****************** this day. A senior vet came in and told us she needed bloodwork and a urine culture as well to determine what antibiotic would be effective. I requested fluids because she had not had food or water for days. Was sent home with 3 different drugs. The following day I called about the culture results. Was told it was still growing. Called again - no results. No one ever returned my calls with results. I requested a refund for the culture. They refused.