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:05/30/2023

  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.

  I took my dog ***** to PetVet 365 over the past weekend. They charged $700 for service. I was in contact with a woman named Zoey and Dr. R***. ***** continued to show signs of dehydration and diarrhea/constipation. During our phone conversation Dr. R*** expressed that she was frustrated, she hung up and she explained that I could find somewhere else to service my pet. Zoey in an email correspondence claimed I declined services when in fact Dr. R*** hung up on me because she was frustrated that I had inquiries about why she was requesting another x-Ray. After being told to “find somewhere else to service my dog” I’m requesting a refund of the plan, due to the treatment by the doctor in particular and the way Zoey tried to handle the matter. I don’t feel comfortable are trust that ***** will be treated right or myself in that particular office. The plan I purchased would have allowed ***** to come for visit regularly for a year. Since Dr. R*** told me to find somewhere else I believe I should be refunded.

  Business Response

  Date: 06/21/2023

  Your pet was seen for an appointment and services (x-rays and consult) were provided based on physical exam findings and clinical history provided. At the time we recommended fluids but were unable to complete due to your pets stress level. You were refunded for those services before ever leaving the building on the original visit date. Due to the medical situation going on with your pet, 2 days later a family member  brought her in for a recheck appointment (45 minutes late) & were evaluated. At the second appointment we recommended radiographs to check the progress of the rocks in your pets intestinal tract as she wasn't getting better.  At this time you declined recheck radiographs due to cost. Without recheck radiographs we were unable to clearly provide next steps for you pet (surgical intervention vs additional medical management.) You told the doctor that she had never spoken with you even though she did at least twice (documented notes & witnesses).  It is hard to provide next steps if you deny we ever spoke with you & at this time we recommended that you can consider receiving care at another facility. Your wellness plan was cancelled by us & we consumed the cost of the other services that you used but did not pay for. We wish you the best but we can not tolerate customer's yelling at our team members who are attempting to provide your pet care. 

  Customer Answer

  Date: 06/22/2023

  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.
  

  The business continues to say that I declined services which is not true. After being told, to take my dog somewhere else, I took that seriously and I believed I am owed a refund.  I did not yell at the doctor she made a decision to hang up on me after she expressed her frustration with me questioning the price of the services. There has not been an apology issued or any accountability taken on the part of the business.  I'm not ok with an inaccurate story being told in a manipulative manner. 

   Good Evening, I forgot to add to my response that the monthly payment came out of my account this month for PetVet 365 (so they continue to charge me). They also continue to suggest that I haven't paid them for services but I pay in full for bills each time that I took my dog to the Vet. It is concerning that they would try to suggest otherwise. Please include that in my response.

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