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Business Profile

Veterinarian

Petvax

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Veterinarian.

Complaints

This profile includes complaints for Petvax's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Petvax has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Petvax

      3650 Southwind Park Cv STE 110 Memphis, TN 38125-8514

    • Petvax

      830 North Germantown Parkway Cordova, TN 38018

    • Petvax

      6963 Highway 70 Bartlett, TN 38133

    • Petvax

      4862 Poplar Ave STE 102 Memphis, TN 38117-5152

    • Petvax

      1680 Union Avenue Memphis, TN 38104

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/11/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 writing to formally express my dissatisfaction with the service I received at your ******* location on 11/9/24. I had an appointment scheduled for 12:00 PM and arrived at 11:40 AM. Following the procedures Ive followed since COVID began, I called upon arrival to inform the staff of my presence. I was told there were three dogs ahead of me, and that I would receive a call when it was my ******* 12:30 PM, I had not yet been called, so I entered the building to ask about the wait time. To my surprise, the cashier at the front desk stated that I should have informed them of my appointment time. I explained that I had called upon arrival, as usual, and reminded them that they had told me I would receive a callback.Despite this, several staff members began speaking over me, implying that I was at fault for the delay and even mentioning a fee for being late. I felt disrespected and unheard, so I decided to leave. However, as I was walking out, I overheard the cashier ask the doctor if I needed to be sedated, a comment I found highly offensive. The doctor did nothing to address the situation or the unprofessional conduct of the staff.Additionally, when I asked the cashier for her name, she responded by saying her name was the racist red head b**** up front, further demonstrating a lack of professionalism and respect. She also stated that I wore Horse hair and insinuated that I could not grow my own after calling me a *****.This behavior is entirely unacceptable, and I am extremely disappointed. I have been a loyal customer and expect a standard of respect and professionalism that was clearly not met in this instance. I urge you to address this issue with your team to ensure that other clients are not treated similarly.

      Business Response

      Date: 12/03/2024

      Dear Ms. ******************* you for taking the time to share your experience with us.I want to start by sincerely apologizing for the distress and frustration you encountered during your visit to our ******* location on November 9, 2024. Your concerns are extremely important to us, and I deeply regret that your experience fell far below the level of care and respect we strive to provide to all our clients.

      It is unacceptable for any client to feel disrespected or mistreated, and I assure you that we take your feedback very seriously. I am particularly concerned about the unprofessional and offensive behavior you described, including the inappropriate comments made by our staff. This behavior does not reflect the values of our clinic or the standards we uphold.

      We are conducting a thorough investigation into this matter to address what occurred and to ensure appropriate action is taken with the team members involved. Our goal is to ****** a welcoming and respectful environment for all clients and their pets, and we will be taking steps to prevent such incidents from happening in the future, including staff training and reviewing our protocols.

      I understand the impact this experience has had on your trust in us, and I would like the opportunity to make it right. If you are open to it, I would appreciate the chance to speak with you directly to further discuss your concerns and explore how we can rebuild your confidence in our services. Please feel free to contact me via e-mail ********************************************** or phone at ************.

      Again, I am truly sorry for your experience and for any pain or disappointment it has caused. Thank you for bringing this to our attention so that we can address it appropriately.

      Sincerely,

      ******* ********


    • Initial Complaint

      Date:06/13/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 was trying to obtain an influenza vaccination series for my 2 dogs for boarding requirements. My vet which they were current with was unable to obtain the vaccine. When I called petvax about the vaccine they said I could get it there as long as I provided vet records that were current. When I showed up for the appointment they required a physical exam as well (not mentioned on the phone) which totaled $229 for exam and vaccine. Then when I asked about second dose of the vaccine, they said they had plenty of stock. When i called for their dose today, now they have none. They should have reserved doses for those that started the series versus ripping people off charging for unnecessary exam fees for already cared for pets.

      Business Response

      Date: 07/17/2023

      ****************, 

          I do apologize for the inconvenience, however we do require to have a doctor patient relationship with our veterinarians which requires each pet to have a current exam on file with our facility. I do see where you brought ****** and ******* in on 5/22/23 for their first influenza vaccination.  They would have been due for their second booster three weeks later which would have been on 6/12/23.  Unfortunately, since this vaccine has been on and off of manufacturer backorder, which is beyond our control, it is difficult for veterinary hospitals to get the vaccines when they are available as the manufacturer has a wait list which the vaccines are sent out in the order of that list. We haven't been out of the vaccine and do still currently have some in stock. However, we did provide the services so we are unable to honor a refund at this time. 

      Customer Answer

      Date: 07/17/2023

       
      Complaint: 20178434

      I am rejecting this response because you were unable to fulfill the vaccination series and its just poor practice. There was no blood work drawn or workup besides a physical exam on 2 healthy dogs that were current with their vet. And I also provided proof they were current with their vet/vaccinations. Regardless a provider relationship isnt required for vaccinations for humans. Hence vaccines are highly accessible in human medicine to avoid the risk of missing an opportunity. Animals should be the same. Limiting peoples access to care for their animals when vaccinations are in your business name. To use it to limit access and gain more profit is unethical. 


      Sincerely,

      *********************

      Business Response

      Date: 07/18/2023

      It is our company policy that every patient must have a veterinarian-client-patient relationship in order to receive any services. 

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