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:10/14/2022

  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 Thursday, October 6, 2022 I had a scheduled consultation for my dog **** to have a cancerous growth removed. I was told to have him fast before the appointment, which we did. We had been to this particular facility last year when I was visiting my parents in Pennsylvania and **** was bleeding from his ***** I went to this facility and had him admitted and this initial cancerous growth was removed, successfully. I was very happy with the care that we received. However, when we went last Thursday, the surgical nurse said to me 'so, I see here he has a growth on his *****.' To which I replied 'no, that was removed here last year. He has another growth that needs removing.' I was stunned that she had not read his record or was even aware that we were there just last year for this relatively major surgery. She then went on to ask me all of the questions that I had already answered on the admission form. I was really concerned as to the professionalism and preparedness of the facility. When the doctor came in I told him of my concern. I said that I was very concerned that the surgical nurse thought that we were there for a procedure that had already occurred. His response was 'oh, that's just the first thing at the top of his form.' I thought that this was dismissive and excusing of her lack of reviewing or actually reading his record. I was told that they were booked up for 2 weeks out for these procedures, which I thought was odd since they had him fast that same day, but that they would send me an estimate and available times to book his procedure. On the way out I paid the $175 for the consultation and the receptionist told me that the doctor was going in to surgery so I will receive the estimate soon but not immediately due to the surgery. On Monday, I emailed them and received nothing in return. I called them, as well and I left a message. No return. I called on Tuesday, no return call. I called today and was told that they would call me back. Still nothing.

  Business Response

  Date: 11/28/2022

  We have been trying to reach ************** since receiving this letter, we have attempted several times to call him, no answer and unable to leave a voicemail due to his box being full. We have also emailed ************** with no response. We can refund him, but we cant even get a hold of him. We would like to close the case.
  
  Please let me know how you would like us to proceed.
  
  Thanks!
  
  Kacee C******** CVT
  
  Hospital Administrator
  
  Eastern Pennsylvania Veterinary Medical Center

  Customer Answer

  Date: 12/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************