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:04/29/2024

  Type:Customer Service 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.

  The ordeal surrounding *****'s care has been distressing, to say the least. Despite my efforts to engage with your organization through multiple emails, I have yet to receive any meaningful response or resolution to the issues I have raised. This lack of accountability and responsiveness only adds to the frustration and anxiety experienced by pet owners like myself.The quality of care provided to ***** has also been called into question. I have outlined several concerns regarding the treatment and diagnostic procedures, including inadequate communication about potential risks, conflicting information on diagnostic procedures, delays in accessing test results, and insensitive handling of financial discussions. These issues not only reflect poorly on the professionalism of your clinic but also raise serious doubts about the value and efficacy of the services provided.

  Business Response

  Date: 06/13/2024

  Our hospital provided appropriate medical care for this patient based on the presenting clinical status and history.  Services were provided as agreed upon and test results were relayed as they became available. As stated by the client, further treatment was provided at a different facility.  The perceived lack of response to several emails sent weeks after the patient was seen in our hospital was determined to be because the emails were repeatedly sent to a non-valid email address, which was explained to client and acknowledged by client.

  Customer Answer

  Date: 06/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear LIVS and Better Business Bureau,
  
  I am writing to formally express my dissatisfaction with the services provided by [Company Name] and the manner in which my concerns have been handled. It is deeply disappointing that it required me to escalate the issue to my credit card company for a chargeback and file a complaint with the Better Business Bureau before I received any response to my repeated attempts to communicate with you.
  
  The lack of direct communication from LIVS  is unacceptable. Despite my efforts to reach out via email and postal mail, I received no response until now. It is highly disrespectful and unprofessional to ignore a customers concerns, particularly when they pertain to the health and well-being of their pet.
  
  The services provided were neither properly explained nor adequately communicated. As I did indeed choose another cheaper option only to be called back by ******* to be told that cheaper option wouldnt yield any results and I should really think differently. After finally receiving the results, I was advised by your office to disregard them when consulting with a new provider. This is a troubling practice, especially considering that I was informed that the same tests would be required again for the new providers machinesa fact that your organization was presumably aware of. This situation has caused undue stress and confusion during an already difficult time.
  
  
  Furthermore, the statement that they did not receive my emails is incorrect. I meticulously checked and ensured that my emails, which included copies to *******, the assistant, were sent to the correct address on the cc and yes incorrect to the to although doesnt negate they delivered and all the communication since. Despite this, your company chose to pursue a route of non-communication, which reflects poorly on your commitment to customer service.
  
  
  Given these circumstances, I will also be contacting your the ************************************ (AAHA) to report these issues. It is imperative that potential clients are aware of the serious communication failures and the questionable practices that I have experienced.
  
  In conclusion, this experience has highlighted significant flaws in your customer service approach and has made it clear that it is more focused on financial transactions than on providing compassionate and transparent care for pets and their owners. I hope that by bringing these issues to light, improvements can be made to prevent other customers from experiencing similar frustrations. Nothing like an exit of a healthcare facility when the staff states are you paying cash today. 
  
  
  Sincerely,
  
  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Customer Answer

  Date: 07/10/2024

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Long Island Veterinary Specialists, PC regarding complaint ID ********. As such since last BBB update and reopening of case I even tried to connect with the chief of staff to amicably discuss through there online email system with still no such response. The business lacks leadership or customer Service follow up unfortunately and would rather allow charges to stand or fight as a big business w credit card companies leaving the consumer and client out of it and not allowing us to share our experience. I feel that shows something within leadership when you try after everything one more time. 
  
  
  
  Sincerely,
  
  
  
  **** ******
  

• Initial Complaint

  Date:08/18/2022

  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.

  On July 26,2022 we took our dog ******* a healthy 15 pounds Cavachon, to Long Island Veterinarian Specialists (****) located at ******************************************************************** for physical therapy on his knee and hips. After two therapy sessions he came home energetic, but on July 26 his third PT session he became very sick; immediately after leaving **** he had diarrhea, and 30 minutes later vomited numerous times, his vomit smelled of chlorine. His condition worsened and he couldn't walk. We called **** at 12:58, concerned how serious it was because he obviously drank the chlorine water from the pool they use for physical therapy. We were told someone would help us, but after 16 minutes on the phone the receptionist said they would call right back. At 1:22 we called waited 10 minutes and told someone would call right back, but no one called. At 2:51 the front desk hung up on us. At 2:55 the receptionist ***** annoyed we kept calling said she left the messages and became irate when we asked for a supervisor and told ******** couldn't speak with us. ******'s condition worsened so we rushed him to his local vet and he was diagnosed with pancreatitis. The next morning still vomiting our vet said he needs to be hospitalized for a life threatening condition. We took him back to **** where he was admitted to the hospital for 24 hours. We left 2 voice mails July 27th and 28th with **********, a **** supervisor, but we never heard from her or anyone from ****. ****** is under medical care and 2 weeks later still vomits. We want reimbursement for a total of the $5365 paid due to his illness incurred after PT with ****. We pre-paid $1139 for physical therapy, but will not bring him back to **** for therapy, we paid the vet bill of $1064 incurred after leaving ****, and $3162 for over night hospitalization at ****.

  Business Response

  Date: 10/03/2022

  ************************* has been a patient at our facility since April of 2019 and has been evaluated by several of our specialists.  We recognize that patients with chronic gastrointestinal issues can have occasional flare *** especially if there is no definitive diagnosis or treatment prescribed.  Our most recent treatment of ****** did include underwater treadmill exercises, yet we use tap water and do not operate a chlorinated system.  Our organization is in contact with this client for the purpose of resolving this directly.  There is no correlation between canine rehabilitation modalities of treatment and gastrointestinal pathology.Tell us why here...

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  LIVS never returned our calls so we hired a lawyer and they offered our lawyer $2000 because they are concerned how this complaint will affect their business. It doesnt cover the $5400 we spent on vet bills, and we still dont know what happened to our dog. 

  
  

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