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Business Profile

Veterinarian

Town & Country Hospital for Pets
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint 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:12/01/2023

    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.
    On 11/24/23 we made an appointment with Town and Country to see our Bunny ****. We have been a customer of Town and Country for 15+ yrs. and never had a problem until this time. **** has a tilted head, which is either an infection or ** ******** virus. In light of this, we made the appt. for the earliest they could see us, which was 12/04/23. In the meantime, we went to ************* to order the meds he would need to recover from his condition. ********* has its OWN pharmacy and such and to fulfill the orders that require a prescription, they need to make sure the customer ordering HAS A VET. We have a dog and 3 cats as well and, as stated before, have been a long time customer of town and country. They told ************* that we were NOT a customer JUST to STOP the APPROPRIATE meds from getting to us! I spoke with ********* and assured them that town and country WAS and HAS BEEN our family’s vet for many years. They were just as bewildered as me and my family were as it clearly appears town and country refused to affirm us as JUST customers to allow the medication to be sent (********* pharmacists approved!) to us. I’m assuming they thought if the animal gets better that they would lose out on MONEY over the appointment. That’s an incredibly sad way of conducting business. I asked for names of people who talked to ********** from town and country, and they said they ‘don’t use computers’, so that was fruitless too.

    SO - TOWN AND COUNTRY VET HOSPITAL ONLY CARES ABOUT MONEY AND NOT REALLY ABOUT YOUR PET. This is the ABSOLUTELY ONLY outcome drawn from this situation. People need to know this as it’s embarrassing to try and help my animal get the medication it needs ONLY to be turned away BECAUSE THERE IS NO VET AFFILIATION WITH MYSELF AND MY FAMILY FOR OUR PETS, which is obviously NOT the case. Just STUNNED at the whole ordeal. I’ve paid thousands to this place over the years in good faith BUT apparently I must NOT be ‘a customer.’ Will be on the news!

    Business Response

    Date: 12/12/2023

    I have discussed this matter with the  two receptionists that were on duty at the time of this phone call from a ******* ******.    First of all - we DO NOT have any records in our files under the name ******* ****** as the owner of a pet.  We are not computerized and can only go through our files by hand.  We have thoroughly looked  back as far as we are required to keep records (5) years, and find nothing.  May I suggest that their pet was brought in under another name?  If this is the case, we would be glad to look under another name.  Secondly, we are an animal hospital and would never approve a prescription medication for any animal without having seen the animal in the past year.   The Town and Country Hospital for Pets aims to practice the highest levels of Veterinary Medicine on a scientific basis, showing compassion for our patients while achieving the respect, kindness, empathy and confidence of the public we serve.    Sincerely,  ****** ****                                     ***** ** ******* ** ****** ***

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