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:12/02/2024

  Type:Billing 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.

  Scam artists. They gave me a final invoice for $2958.10 , and I had already paid $3575 meaning they owe me a refund of $676. The person at the front desk said I had a big refund of over $500 due to me but they couldn't process that large of a refund at the desk (which doesn't make sense). I get a phone call days later saying they are offering me a refund of $77. They apparently used more fentanyl than expected and this wasn't reflected on the invoice they gave me at the time of pick up. They also called me after the first of 2 nights saying I owed another $500!! I had already paid $3500 and they were just boarding the dog with pain meds. They are just trying to take advantage of people in horrible situations. You can't give someone a bill and then ask for more money. That's bait and switch. Oh also, they charge $1050 for an xray that my vet did for $150.

• Initial Complaint

  Date:08/16/2024

  Type:Billing 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.

  On 8/9/24 I took my puppy at request of another emergency vet to green acres for an ultrasound of his stomach. They told me there were going to keep him there and that it would cost me $1469.19 which I paid. I then waited until 6:30 and called for an update. Was told I would be receiving a call shortly. 9:30 rolled around and I called again and told the same thing. Finally 1:30 in the morning comes and I get a call. They wanted to keep him some more time for another ultrasound. Asking about cost they told me there would not be another charge for the ultrasound or the stay since they didn’t communicate earlier to me. I would only be charged for the care he received like his fluids and meds they had him on. I paid another 814.43. From there I received a call the next morning from a different dr about a possible issue and they would like to do another ultrasound to confirm. They confirmed the issue and told me he would need surgery. I go there to get the quote and it varies but low end was 9994.88. We scramble to pay it and our dog goes in for surgery and we get a call he’s doing fine and what they suspected was not present. I then get a call later in the day that my dog is not doing well and we rush up there. He passed. I have an invoice from them printed after he passed showing his total care was 9866.37 since the surgery quoted was not performed. I paid this vet a total of 12454.50. I was told when I was leaving after my dog passed that I had credit on the account and would be receiving a refund of almost $2000. I received a call today about a refund and was told it was going to be 191?!? I was told I would get a call back when they spoke with a manger and have received nothing. Where is the disconnect in totals. Why only 191 when my calculations show I’m owed 2962.43. Euthanasia is on my bill and my dogs passed before they could euthanize him. I want resolution and the money I am owed. Stressed out enough with the passing of my dog this is not something I need.

• Initial Complaint

  Date:03/30/2024

  Type:Billing 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.

  March 14th 2024, I was told that a sonogram showed many enlarged lymph nodes and an obstruction in my cat's intestine.
  I was told surgery was the best way to go. I repeatedly asked if my cat was strong enough to survive surgery and was told the doctor never would have done surgery if this was not the case. After surgery I was told that "it was not a true obstruction" but enlarged nodes creating the obstruction. Would not that have been obvious from the sonogram? In which case surgery would be totally unnecessary. My cat died and I was told directly from the doctor in her words "he was very sick and surgery took him over the edge".

  Customer Answer

  Date: 05/24/2024

  The customer reported that she was refunded $2,000.     
  
  Regards, 
  
  **** ***********

• Initial Complaint

  Date:11/26/2023

  Type:Billing 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.

  8.14.23-office visit to discuss soft palate surgery for my dog. charged $67. paid in full. planned for surgery on 8.16.23.
  8.16.23-charged $7197.60 for surgery. Surgery was not performed that day, due to wanting additional testing on my dog. decided to do a cardiogram; based on results surgery would be another day. told to leave the $7197.60 on my account for a credit, but was charged $1446.42 for cardiogram, leaving a $5751.18 credit on my account.
  9.20.23-surgery and two overnight stays total cost $7731.40, but was charged $9244.82.
  After reviewing all receipts, it is very apparent that the $5751.18 credit was not applied to the total of the bill. It is my belief that the vet center owes us additional money back. As of today, 11.26.23, I have contacted the billing department several times, I have emailed. I have spoken to two people who have been unable to verify if the credit of $5751.18 was actually applied to the account. I have been told, "it was applied, but it just doesn't show it." Unfortunately, with this amount of money, i am unable to just take their word for it. Their billing process and estimates is a complete mess and not straight forward at all. The amounts of money refunded and charged to my care credit account are all different from receipts I have been given. I have spent time on the phone with Tori and Abby, who have been very nice but unable to explain or show me where the credit was applied. I have been very up front in saying that if they could show me where it was applied I would drop it. Unfortunately I have been met with no call backs or returned emails. On one of the receipts it even shows for the month of sept, there is a 966.05 credit. I do believe they owe me an additional refund. Additionally, the communication at the vets office is bare minimum. I repeatedly had to contact them during my dogs time there. multiple nurses not knowing what was going on. Wanted to send her home with me when she was worse than when i brought her.

• Initial Complaint

  Date:11/10/2023

  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.

  My dog ****** was admitted yesterday around 5 p.m. for dehydration and uncontrollable diarrhea. I received a call today at 12 p.m. telling me that ****** was doing well and active and I could hear her barking in the background. I spoke to Dr. Corey B******** at 430pm who informed me ****** could go home around 630pm. He informed me she would go home with a fecal test but if she had a bowel movement prior to discharge a test would be done.
  
  I arrived to pick up ****** at 630pm, a vet tech arrived in the room at 7pm. When the vet tech brought my dog out, my dog was covered in feces on her rear and back legs - I had to ask that the vet tech bathe her. Honestly, the vet tech seemed frustrated at my request of this. When ****** came back I had inquired that she seemed very much so out of it - the vet tech stated that ****** had a sedative to calm her down because she was in a room of cats and stressing them out. When I inquired more about this and stated I was not informed of this sedation and asked if I could speak with a doctor she stated one was not available. I asked if I could speak with a manager of any kind and was told one was not available. At this point - the vet tech angrily scooped my dog off the exam table and threw her on the floor - not placing her on the floor and tried exiting the room. I followed the vet tech out and said " you just threw my dog I need to speak with someone about this." She told me to get the **** out away from her and slammed the door. I went to the front desk and called 911. The police arrived and took a report.
  
  I would like a call about this interaction, my dog being covered in feces, having to request a bath, my dog being sedated for the comfort of the cats (instead of me just picking her up earlier? and the fecal test not being done.
  
  I paid a total of $3200 and to bring my dog home completely out of it, unaware of her surroundings when she was barking and aware this afternoon does not sit well with me - in addition to her being thrown to the ground. No one will return my communication there.

• Initial Complaint

  Date:10/18/2023

  Type:Billing 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.

  On Sunday, October 15, 2023 at about 5:30PM I took my puppy to Green Acres Veterinary Center for emergency medical treatment as he had eaten mothballs. Upon arrival, I was immediately asked for my credit card and was charged $155 fee. After waiting about an hour to be seen, one of the reception staff informed me that I would need to call the Pet Poison Helpline so Green Acres Veterinary Center doctors could learn what to do. The Pet Poison Helpline charged me $85. When I questioned WHY I was paying $155 for Green Acres' doctors to SIMPLY listen to my puppy's heartbeat - which took all of ONE MINUTE - while the Pet Poison Helpline veterinarians diagnosed and prepared a treatment plan, I was told that I STILL have to pay Green Acres' doctor. This is totally absurd and clearly a money grab! Green Acres' doctor did NOTHING to earn $155 for ONE MINUTE of listening to my puppy's heartbeat. Green Acres' doctors did NOT know a treatment plan for my puppy - yet they are an "emergency animal hospital."
  
  I am willing to pay for the ACTUAL TREATMENT of my puppy, but NOT $155 to a doctor who did NOT KNOW what to do or how to treat my puppy and needed to take directions from the Pet Poison Helpline. I want my $155 refunded.

• Initial Complaint

  Date:09/06/2023

  Type:Billing 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 9/3/23 at about 8pm I took my 4 year old cat to Green Acres Vet. He was crying, lethargic, and trying to vomit. When we got there we found out he had a urinary blockage. We paid $750 up front. Just to be seen and checked out. The original total they gave me was over $5,500. I could not pay that. The came back with a new total of 3575.53. I had to have my 2 sons help pay for his care or he would die. He had to stay there for 2 days. Now here we are 9/5/23 and they wanted to keep him another 24 hours and told me it would be another $1,176. I don't have that. So they told me that I could pick him up and care for him at home but I had to wait until 12am to pick him up. I asked how much more would I owe and the woman told me $2.03. They called me a total of 6 times today because everyone I spoke to didn't have answers to my questions. And someone else would have to call me back everytime. Still none of them had full answers to my questions. By 10:30 pm I was told that I would owe an additional $296.01 for special food and medications. I specifically asked again. When I pick him up I will be paying $296.01 and nothing else? And she told me that I would owe another $370.07 for today. When someone earlier told me $2.03 was remaining and that was if I didn't get the meds at the vet. She could give me zero answers on why it was all of a sudden $370.07 . She told me I'd have to talk to the billing department that isn't even open at the time they told me this. Now we've finally got him back at 1am and they lost his cat carrier and still trying to get 370.07 from me! They were so rude and emotionless once they wanted more money. Completely different people from before I paid them thousands of dollars! These people do not care about your pets. All they care about is money. He wasn't even there for 48 hours for all that money. There was no surgery involved. This was just for tests, meds, a catheter, an IV and food. If they don't make this right I will contact my lawyer.

  Business Response

  Date: 10/02/2023

  We have spoken to ***** regarding all of her concerns as of 9/6/23. We have acknowledged and responded appropriately to her concerns and rectified the matter. Thank you for reaching out.

  Sincerely,

  Christa F******

  Client Experience Manager

  Customer Answer

  Date: 10/03/2023

  All they did was not charge me for the $370 that they tried to charge me when I went to pick up my cat. The woman I spoke to at first said she didn't even know what the charge was for. They way over charged us. And my vet changed the meds because they weren't the right ones. I don't even want to know what would've happened to him if he took those meds. They also gave my cats fleas and I have 5 animals that now all have them. This has been such a nightmare. They were absolutely horrible to deal with. I would never recommend anyone to go there.  And after reading all the complains on here with similar problems to mine I hope they get shut down. 

• Initial Complaint

  Date:11/28/2022

  Type:Billing 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.

  I was told to call an emergency vet from my normal veterinarian thinking my male cat had an urinary problem. So i was given the # to call green acres in tonawanda ny. What a sham thay place is. $750 off the bat. Come to find out my cat is constipated. A women comes in said balance will be $806 and the 750 will go towards it. So i go get something to eat and come back and instead of owing little over $50 i am told $246?? . Because i love my cat and dont know better i say ok and pay. Then another woman comes to me and says i have a bill of over 2k if my cat stays over night which was never said to me or another $900 to leave now. I explained already paid over $950. She left to speak with someone because they have no idea what they are doing. They have a fancy building and dress code should have known right away their priority were going to be only about money not my cat. So when the woman came back. She said i can take me caf now or he can get an enema for anothet $250. I said i paid for an x ray and no one told me the results to even know if a enema is necessary. Again had to wait. Then a dr finally came and showed me an x ray and yes looked like my was constipated. So the dr said get an enema and my cat would have instant relief or take my cat home and have him struggle. So i paid for enema. I take my cat home immediately he is back in the litter box. I so i call the same day and was told by the dr if not well the next day i will only pay for exam but enema would be covered. I called cat never got better. Left message with girl and she said dr will call me back.Never got call and cat nevet got better . So i called back next day. Was told out of luck because the dr i talk to not there. Like that simply voids everything i was told. Rather then saying well need to talk to dr and will follow up. It was more like they purposely didnt call me back and was lied to by the dr that he would help my cat but they really dont care.

  Business Response

  Date: 01/05/2023

  Response taken by phone:  I will reach out to the client and try to rectify the matter the best I can.