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:01/27/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  ***** *******oving my case...

  Business Response

  Date: 01/27/2025

  Our Chief of Staff, *** ****** saw Mr. ******* on 10/29/24. He was sent home with multiple medications, and we sent out one blood test to Idexx (lab service provided) but he declined all other diagnostics. Mr. ******* called on 11/4/24 asking about the results of the testing. *** ***** spoke with him and recommended sending out a ***** test as well. The owner dropped off the ***** sample for testing on 11/4/24 and on 11/5/24 we texted him the results of the test letting him know that they were negative. A copy of the test results are in the attached document.
  
  Mr. ******* responded to the text on 11/6/24 stating that his dog must have some sort of parasite because the dog was not improving. We responded letting the owner know we would alert *** ***** there was no improvement but if the dog was continuing to decline, he should seek care at an emergency facility. Mr. ******* never responded to our text and did take the dog to an emergency facility on 11/6/24 where he elected to euthanize the dog.
  
  Mr. ******* disputed all charges for 10/29/24 and 11/4/24 and I was notified of the dispute through our Scratch Pay dashboard. I submitted all records we have for 10/29/24 and 11/4/24 as well as the communications with the owner to ******* Pay and ultimately the dispute was decided in our favor.
  
  We feel that we provided this dog with the best care that we could.
  
  Please let me know if any additional information is needed.

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Additional Information:

  I was about to type in what I rejected there response, but apparently I misunderstood it when the email has stated your acceptance or rejecting the case send the response stating that if I rejected it then BBB will asked for additional information if I rejected it... So I was waiting for requesting more info, Anyways here's the additional information... As it states the vet had communicated with me that the blood test (4DX) ( not the stool had come back negative)
  

  See attachment.

   

  Regards,
  
  ***** *******

  Business Response

  Date: 01/29/2025

  While there may have been an error in the initial communication, there were subsequent communications (text messages and responses to online reviews) where we offered to email the ***** results. None of this changes the fact that the ***** analysis was completed and the owner was charged for services provided.