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:04/16/2024

  Type:Customer Service 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.

  This Office has acted negligent with my pets veterinary care resulting in a decline in his health. My pug is 14 years old with a chronic condition referred to as collapsing trachea. This causes breathing difficulty if not properly controlled by his medication. Twice now I have requested his normal refill in plenty of time before he runs out of medication. Both times On point staff have neglected to submit the request in a timely manner or to contact me when it was available for pick up. This has resulted in my elderly pets condition becoming aggregated causing him distress. Because the prescription must be written and picked up which already creates delay in getting it filled so I give plenty of notice to avoid disruption in his medication schedule. I have made an appointment with thier first availability but even then his remaining medication wouldn't have carried him through. They fail to take the care of their patients serious which could ultimately cause the death of not only my pet but others in their care. ************** is a wonderful veterinarian however her license is being put in jeopardy by the staffs continued negligence. I have already had a conversation with the practice manager in private recently to which I explained that they will not speak to me rudely when i questioned the delay in getting my pets prescription written out. This now creates a tense unpleasant interaction with the staff when my focus is my pets care and not their poor customer service skills. I am seeking a full refund for all service fees that I have paid to this establishment and have since moved my pet back to his former vet.

• Initial Complaint

  Date:04/17/2023

  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.

  I brought my German Shepherd to On Point 3/20/23 with concerns of in infection on his right shoulder. He walked into the facility with me. He had hx of arthritis in his rear hips but walking daily. Dr. ******************* said he would shave around infection and biopsy (back 3/27) to see if it's allergies or something more serious. He said he would call me to pick him up @ 4-5pm. No call, I called at 5:30 and told ok to get him. When I arrived 10 minutes later told my dog should spend the night at no cost. I asked to see him. I was brought back to find him in the middle of a hall on the floor laying in blood. 3/21/23 Tech said they walked him but stay the day. Told Dr. would call and I could pickup later. No Call. I called at ************ **** would call me. No call, I called back @ 5:45 spoke to ***********, told me he wasn't walking much but doing better. He mentioned his arthritis and the slippery floors was the problem. He said pick up tomorrow at noon.3/23/23 I arrived to pick up I was told he went for a walk in the am. I was given medication for infection and 2 months of meds for arthritis plus he was given a 3 yr rabies. (NO RED FLAGS). It took 3 techs carrying him to my car. I could see he had no use of his legs. We carried him in my house (75lbs). He had no use of 4 legs.3/24/23 Spoke to **************** asking about his legs, was told I should put him down since they think it was neurological. I told him I don't understand and not putting him down because you think.3/27/23 No call w/Biopsy 3/29/23 Dog passed away 3/30/23 Called re results of Biopsy 4/5/23 Sent letter to ************ - asking for money back on 2 months of meds and let him know lack of communication and withholding Biosy info dated 3/27/23 caused me no info to make decisions and my dog pain I was not aware of. 3 hours at On Point, my dog lost use of his legs, why? Why lie about walking him? Why no red flags at discharge? Why 2 months of meds and 3 yr vaccine if no hope? Why no Reply to my letter?