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:05/21/2024

  Type:Billing 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.

  On May 14th, 2024 I called Big Country vet in Abilene to examine a 5 lb kitten that my 85 lb bulldog had mauled. The kitten was unable to walk well - stumbled over to the wall and ran into the wall as if it couldn’t see . It appeared to have neurological damage and possible internal injury so I took it into the vet for examination. The assistant looked at the kitten first and said it needed x-rays but then went to ask the doctor. When ** **** ***** came in he felt around on the cats back legs and said it didn’t need x-rays. They took it to the back to draw blood to check for feline leukemia which the assistant came back and said it was negative. The doctor didn’t examine the kitten any further even after I told him that the kitten had probably been crushed and could have neurological damage. He didn’t check for internal injury either. He concluded that the kitten probably had muscle strain and then thinking the kitten might be ok and going on the expertise of the vet I allowed them to give the kitten a rabies shot and immunizations - The assistant brought A small container of onsior with 3 - 6 mg tablets and said to give one for 3 days for pain and inflammation an bring the kitten back in a week. Well, the kitten never walked or drank or ate again. Only laid there and moaned not wanting me to touch her. I comforted her and kept her in a clean kennel and tried to offer water but she meowed “no” and on May 16th she died!
  I have contacted Big Country vet 4 times to resolve the issue of reimbursement of $269.02 that I spend for immunizations. I believe the kitten was critically injured and ignored without getting proper vet care. I believe the kitten needed to be euthanized instead of treated as if it wasn’t badly hurt and unable to recovery - instead it spent 2 days in pain before dying.

  Business Response

  Date: 06/02/2024

  I am terribly sorry for the loss of your recently found kitten. This is an unfortunate consequence of newly adopted adolescent cats at times. It can become very complicated when a complete medical history is inherently ambiguous, such as with a stray. An owner and their veterinarian, together and in agreement, must utilize their best discretion when approaching these situations with both parties hoping for the best and doing what is most appropriate for the patient on the day he/she is presented to the veterinary clinic. 

  Unfortunately, in our industry - a scenario such as with "Little Black Kitten" can occur and is always challenging. Included in the cost described above was a diagnostic test performed, treatments administered (deworming) as well as immunizations requested. Also - refills obtained from another pet in the household were included on this invoice. All products invoiced incur a cost to the veterinary facility that is then carried over to the client requesting the treatment(s) etc. If a veterinary facility were to elect to refund money when poor outcomes develop - they would struggle to continue with business operations. 

  Again, very sorry for your pet and the outcome a few days after her visit to our facility. At Big Country Veterinary Clinic, we always strive to do our absolute best for the patients we treat and will continue to do so. 

  Kindly, 

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

• Initial Complaint

  Date:08/04/2022

  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.

  I brought my 4 year old Basset hound **** to *** ******* on 7/20/2022 due to her being lethargic, not eating well, and being told by a vet after hours on Monday 7/18/2022 and she possibly had pyometria and needed surgery. The diagnosis was confirmed by *** ******* at Big Country Veterinary Clinic and they performed the surgery, I was told that the surgery went well and I was able to pick her up on 7/21/2022. **** was taken back to Big Country Veterinary Clinic on 7/28/2022 because she was not eating again, more lethargic, and was vomiting blood. *** ******* says that she had a parasite and gave her medication, he said that she would be fine and that she "is a dramatic dog". It was requested several times during the visit for *** ******* to do a full exam on her, but was told he "just doesn't have time" and that if she is not better by 8/01/2022 to bring her back in. She was declining by 7/29/2022 so I called the office again to see what to do, and was told the medication would take a little bit to kick in but that "she would be fine". **** passed away less than 9 hours after the call that I made on 7/29/2022. I called Big Country Vet Clinic and let them know, I received a call back from *** ******* and I explained to him what happened. He said that he did not get the message that I called on Friday 7/29/2022, but that they are a very busy vet clinic and “I could have always taken **** somewhere else”. I trusted this vet clinic and *** ******* with my dog and to provide good care, I paid for good care. I was met with a vet that did not listen to anything I said and ultimately killed my dog. I did everything in my power to save my dog, I spent over to $1,000 in a week and a half for vet visits, medication, surgery, special food, and having to take her to the emergency vet after she passed. *** ******* did not do everything in his power to save her, he did not listen to me while I was clearly expressing that there was something more going on with my dog.

  Business Response

  Date: 08/04/2022

  We are truly sorry for the passing of ****!  Our heart goes out to the ****** family in this time of loss.  At Big Country Veterinary Clinic we truly do our best to relieve animal suffering and restore animal health.  Unfortunately, as with any discipline of medicine, the outcome is not always positive.  We truly regret that **** did not respond to treatment and passed.  Because of the laws and rules under which we practice we are not able to discuss the details of this case with a third party.  At no time did this practice restrict or discourage the pet's owners from seeking care elsewhere.  

  If I can be of any further assistance please call. 

  ******* ** *******, DVM

  Business Response

  Date: 08/05/2022

  I am truly sorry for the passing of ****.  I will take your comments and suggestions under advisement and endeavor to serve my patients and clients to the best of my ability.  

  ******* ** *******, DVM

   

  Customer Answer

  Date: 08/05/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17666566, and find that this resolution is satisfactory to me.
  
  

  All I have been asking is for an admission that there was an error, an apology, and a plan in place so that this does not happen to someone else’s pet. I would have paid 10 times as much as I did to save my dog.
  
  
  
  Sincerely,
  
  
  
  ***** ******