Complaints

This profile includes complaints for Veterinary Emergency Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Veterinary Emergency Group has 93 locations, listed below.

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  Veterinary Emergency Group

  44 S. Broadway LL3 White Plains, NY 10601

• 

  Veterinary Emergency Group

  204 B Glen Cove Rd Carle Place, NY 11514

• 

  Veterinary Emergency Group

  2246 N Congress Ave Boynton Beach, FL 33426-8604

• 

  Veterinary Emergency Group

  2431 San Ramon Valley Blvd San Ramon, CA 94583-1601

• 

  Veterinary Emergency Group

  2317 Route 22 Union, NJ 07083

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:05/14/2025

  Type:Product 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 am filing a formal complaint against Veterinary Emergency Group (VEG) for substandard emergency veterinary care, failure to diagnose a critical medical issue, unprofessional staff conduct, and lack of response to multiple attempts at ************* dog, ****, was seen at VEG Commonwealth twice in one week. He was discharged the first time without a diagnosis, and within days, his symptoms worsened and required another emergency visit. Despite improved X-rays and normal bloodwork, he was kept overnight on oxygen, and I was never given a clear explanation as to why. There was significant confusion from the team, and I left without understanding the medical basis for these decisions.Whats more concerning is that **** was later seen at BluePearl Emergency Hospital, where he was promptly diagnosed with a long soft palate a common, well-documented cause of airway obstruction in French Bulldogs. He is now scheduled for corrective surgery next week. This diagnosis should have been reached, or at minimum suspected, during his initial treatment at VEG. Instead, I was charged over $4,500 for care that provided no long-term relief and no correct ************ addition, I experienced inappropriate conduct from a staff member during my second visit, and after the incident, I sent three emails (two to the Commonwealth location and one to VEG corporate). I have not received a single response.

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Veterinary Emergency Group regarding complaint ID ********.
  
  Sincerely,
  
  ***** ***** *****
  

  Business Response

  Date: 07/01/2025

  Thank you for bringing this to our attention. Our local hospital team and the owner have come to a mutual agreement. Thank you!

• Initial Complaint

  Date:04/29/2025

  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.

  Nature of complaint:Misrepresentation of services, deceptive billing practices, and emotional harm related to emergency veterinary care.Details:On April 12, 2025, I brought my 20-year-old cat, ******, to Veterinary Emergency Group (VEG Warwick) after he became suddenly ill. I trusted VEG based on their advertised promises of transparency, honest communication, and pet-centered care. Instead, I experienced the opposite.VEG recommended aggressive, costly hospitalization without informing me earlier that Arnolds diagnostic imaging showed advanced, terminal cancer. I was led to believe there was a reasonable chance of recovery and told that he could "rally back". Only at the end, after over $4,700 in charges were incurred was I informed that Arnolds condition was hopeless.Had VEG been transparent from the beginning, I would have chosen to humanely euthanize my cat rather than subject him to unnecessary procedures and suffering. I was emotionally devastated and left with a significant financial burden because I was denied the ability to make an informed choice.VEGs practices were misleading, emotionally harmful, and financially exploitative during one of the most painful moments of my life.Desired outcome:A full or fair partial refund of the $4,700+ billed for treatment provided under misrepresentation.A formal apology acknowledging the failure to communicate Arnolds diagnosis in a timely, compassionate, and honest manner. I am also requesting a review and revision of their communication policies to ensure pet owners are always given full, honest disclosure before pursuing expensive treatments.I am submitting this complaint in good faith and request that VEG Warwick work with me to resolve this matter fairly.

  Business Response

  Date: 05/14/2025

  Dear *** ***************** you for your patience in this matter as we completed a comprehensive review of the emergency care provided to ******. As previously advised, ater this review, we believe that appropriate treatment recommendations and options were presented to you, from which an informed decision was made by you, and that the standard of care was followed in our treatment of ******. Thus, no refund is merited.

  Customer Answer

  Date: 05/14/2025

  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:

  I maintain that I was misled about Arnolds prognosis, resulting in unnecessary hospitalization and charges that I never would have agreed to had I been fully informed. 
  
  
  

   

   

   

   

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

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

  Customer Answer

  Date: 05/16/2025

  In a recorded call with the medical director on 5/1/25 that was transcribed by a third party, Dr. ****** clearly stated They didn't do an x-ray up front because they they always they already thought he had cancer and not they had told you that they thought he had cancer.
  I was told that it could be an infection and the medical records clearly show they were trying to treat an infection, under April ******* progress note, it states Discussed treatment for pyelonephritis involves antibiotics.
  The x-ray that found the cancer was done after he was given medications and hospitalized for an infection. If they had done the x-ray up front, I would have known he had cancer and would have opted for euthanasia.I would have never paid a large sum of money to treat him for an infection if they told me he had cancer in the beginning. Dr. ****** later states during the records call that reason he was hospitalize was not because of an infection it was because because sometimes people ask us to do that because they want to get a little bit more time with their pets. I love my cat, but it makes absolutely no sense to have him put in a cage with tubes in his nose and body for $2500 a day just to spend 2 extra days with him.  
  
  As soon as I was informed that he had cancer, I told them I did not want him to suffer and he should be put to sleep because he was scared and in pain being in a cage with tubes in his nose and body. They continued to giving him medications and he was put to sleep the following day

  Dr. ****** also stated during my recorded phone call with her that she has a recorder in the hospital that records conversations and I was told he had cancer when I brought him in. I knew this was not true and asked her during the recorded call to provide me with the transcript showing that they told me that and she never sent them to me which leads me to believe this was another lie and it does not exist. 

• Initial Complaint

  Date:03/17/2025

  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 Jan. 10, 2025. We had a cat emergency. We drove to this clinic for help. They could not help my cat and he had to be put down. I paid 250 for a cremation after paying 860 to put my cat down. They said we would get a certificate with paw prints. When I called a month later. They lost my cat..dont know if it went to ****** or to there creatorium. Not only did our cat needed to be put down. They LOST him. We paid a ton of money, more than i have ever spent at a vet and we got nothing but the memory of him dying in a cage.

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ***
  
  
  
   
  
  

• Initial Complaint

  Date:01/02/2024

  Type:Delivery 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.

  Brought my dog (maltipoo) to this hospital on an emergency basis, as she was yelping when being touched, she was not walking and she was shaking.The vet on call, examined her but she only focused on her stomach, she did not ask if she was eating or drinking or if she had diarrhea (which she did not have) she did not examine her limbs. She proceeded to order medicine for nausea and hydration fluid saying it was her stomach, when in fact it was her front leg that she hurt. Totally misdiagnosed her. Tried to get in touch with them, call them several times, kept getting the run around, did not make an effort to correct the situation.

  Customer Answer

  Date: 02/04/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Veterinary Emergency Group regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ******* *******
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair 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.

  morning of October 7th, my dog suddenly started to push her own **** *** ** *** ****** and i was freaking out. they were the only close emergency services near my house which was still a 30min drive away. i called while trying to throw clothes on and call an uber and grab my dog and they told me there was absolutely nothing i could do and i should just get there as soon as i could then they put me on hold. i hung up and ran over hysterical because i didnt want my puppy to die. When i finally calmed down the lady told me there was nothing they could do and it looked so horrible there was no way it had happened just that morning when i called, basically trying to push the idea that i was neglecting my precious baby. she kept telling me to surrender her since i clearly couldnt take care of her properly then told me after i calmed down again that it looks so bad even if i rush to a specialist right now all theyll do is put her down. every time i calmed down enough to ask for next steps, she would tell me there isnt any because she will get put down. my cousin rushed over to get me to bring me to the closest specialist there was but of course before leaving they hit me with a $250 bill for consultation. which was more accurately described as straight up bullying. i scrapped the money together to pay it right there because i was afraid they wouldnt give me my dog back if i didnt. even while leaving they had the audacity to tell me that the next doctor will just put her down and that theyll be charging me hundreds of thousands just for consultation. i was hysteric the entire car ride to the next hospital and could barely put myself together to answer the doctors questions because the last one would not stop putting in my head that the only solution is to kill my puppy. the next hospital told me that its actually not as bad as it looks it just looks horrible because shes so tiny in comparison. gave her a two hour surgery and now shes fine.

  Customer Answer

  Date: 11/13/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Veterinary Emergency Group regarding complaint ID ********.
  
  Sincerely,
  
  ***************
  

  Business Response

  Date: 04/07/2025

  Hi there! We want to personally acknowledge your frustration and sincerely apologize for the experience you had in 2023 and for misidentifying your pet in the complaint address. It was human error on our end. After careful consideration, we are unfortunately unable to issue a refund.
  

  Business Response

  Date: 04/17/2025

  We apologize again for your experience. Weve reviewed the case internally with the team and the medical records. Our records show that you received the services in line with what was charged. Thus, no refund is merited. 
  

  Customer Answer

  Date: 04/18/2025

  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:

  Oh really? so your idea of consultation is your on shift doctors and nurses berating me for hours in the morning, telling me theres nothing they can do except give her some pain killers and wait for her to die, that I killed her, that I mustve neglected my dog, thats its my fault shes going to die and wont live past a couple of hours, telling me NOT to go to another hospital because it would be a waste of time since my dog would die before I get there, and telling me not to cry because ultimately it was my fault? Now every time any small thing happens to my dog I get an extreme anxiety attack because YOUR doctors and nurses spent hours BERATING me and BLAMING me instead of helping me and then CHARGED me for that? Thats your businesss idea of consultation? When I ended up bringing my dog to another hospital after anyways, against your clinics direct advice and was told the exact OPPOSITE of all the disgusting VILE things your people said to me all morning?

   

   

   

   

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

  
  Sincerely,
  
  **** ***