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:01/15/2025

  Type:Sales and Advertising 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 brought my cat into this facility on June 15, 2024. She was very weak, not eating and drinking, and overall just very sick. This facility did an exam, blood work, administered fluids and antibiotics. They were very friendly and the service was pretty quick. However, I was disappointed that I never got a clear diagnosis. It's kind of like they were just guessing at what the issue was. With each additional test or exam, the costs continually increased. Finally, I had to end the visit because the costs was going up and up and there was no diagnosis. We never got to the bottom of what was making my cat so ill, in fact when we got home, she continued to get weaker and weaker, lethargic, and still would not eat. Iam certain she was close to death. None of the prescriptions they recommended for her helped at all. It was just overall a bad and traumatic experience. I wouldn't have mind paying the money if the issue was actually solved or even if they had been helpful in making my cat feel somewhat better.Finally, the following week we went to another facility and after numerous tests and exams, the outcome was she was most likely bitten by a tick , that's why she was having these symptoms. They treated her for a tick bite and sent her home. Almost immediately she was feeling so much better overall and gradually got back to normal.

  Business Response

  Date: 01/20/2025

  Ms. ***************** have received your concerns regarding your visit at BetterPet. These concerns are that you did not receive a clear diagnosis from your visit with us, the cost of services incurred, and Poohs slow response to therapy. We wish to respond to these concerns.  
  On June 15, 2024, the presenting concerns you wrote on your intake forms for Pooh were lack of appetite, thirst, and extreme weakness that had been ongoing for 3 days.  Our veterinarian performed a physical examination of Pooh, which was deemed normal except for a fever and signs of mild dehydration. You were then presented with an estimate for baseline diagnostics, including bloodwork and urinalysis, and potential medications to go home. We were unable to obtain urine for the urinalysis, but the bloodwork performed included a *** (complete blood cell count) and a Chemistry test. We also performed a feline leukemia/feline immunodeficiency virus test, which was negative. The *** showed low red blood cell counts, leading to the diagnosis of anemia as well as some increased inflammatory markers. There are many diseases that can cause anemia, such as malnutrition, bleeding in the gastrointestinal tract, tick-borne diseases, parasites, viral infections (ruled out by the FIV/FeLV test we performed), toxins, or other immune related processes. Therefore, we offered additional diagnostics to help determine the exact cause. We understand that additional testing can be costly and unexpected. At this point, you elected to treat Pooh symptomatically to, most importantly, help Pooh feel better. 
  The treatments performed included subcutaneous fluids, to address the dehydration, and an anti-nausea injection with gastrointestinal analgesic properties to help with any potential nausea or pain Pooh may be experiencing that would cause her to not want to eat. We also prescribed Pooh several medications to give at home to address the many possible causes of Poohs symptoms including a dewormer, antibiotics, and an appetite stimulant (***********), which was declined. The dewormer was to address the anemia and increased inflammatory markers indicative of potential parasites. The antibiotics were to address any potential infection that might be causing the anemia, such as a tick-borne disease. We also provided recommendations for over-the-counter medications (***********) and ********** to provide additional therapy to help Pooh start eating. We then sent Pooh home with discharge instructions (attached) that went over what anemia is, possible causes of anemia, diagnosis and treatments of anemia. It also listed additional symptoms to watch out for that would require an immediate recheck.  
  The next day after Poohs appointment, June 16th, 2024 you had a phone conversation with our licensed technician where you expressed Pooh was still not eating and that you had not yet given the ant-nausea medications. We troubleshooted medication administration and also explained how antibiotics can be upsetting on an empty stomach. We asked that you give us another call if Pooh was still not improving after starting the anti-nausea medications.  
  On June 17th, 2024 you reached out a second time concerned Pooh was still lethargic and not eating. We recommended a recheck appointment for further diagnostics and treatment options. You expressed financial constrain so we referred you to a local non-profit veterinary clinic, the ***** ****** Veterinary Hospital.  
  At your follow up appointment with ***** ****** Hospital, on June 26, 2024, repeat bloodwork was performed along with radiographs. The bloodwork showed that Poohs anemia was resolving, as the percentage of red blood cells was increased from the labwork previously performed. Their medical records show that the veterinarian noted that based upon Poohs positive response to the antibiotics we provided, tick disease was most suspicious as the cause of Poohs symptoms, based upon the anemias response to therapy. A tick panel was not performed to confirm this.  This supports that the therapy that was started helped lead to their diagnosis and was in fact making Pooh better, she needed time to regenerate enough red blood cells to show improvement. The veterinarian then noted that because Pooh was starting to clinically improve, they recommended you continue the treatments we prescribed as long as Pooh continued to be well. They then provided additional subcutaneous fluids and re-prescribed an appetite stimulant medication (***********). 
  We understand your frustration at the costs associated with multiple diagnostic tests and that we were unable to provide a definitive diagnosis on your first visit. We also recognize how stressful it is to care for a sick pet that is slow to improve to medications, as was the case with Pooh.   Unfortunately, medicine is not always clear cut, we often have to try symptomatic therapies without further testing to confirm a diagnosis and often the diagnosis comes from a process of exclusion. Poohs resolving anemia indicated a positive response to the care provided at BetterPet, which helped the veterinarian at ***** ****** provide their diagnosis.  
  We sincerely wish Pooh continued wellbeing and are glad you were able to establish care with a local non-profit that was able to help facilitate the recheck diagnostics that showed Poohs improvement.  
  
  Respectfully,  
  ***** ******, DVM  
  Medical Director  
  
  Attachments:  
  June 15, 2024 visit with BetterPet Urgent Care 
  Signed estimate of care and Invoice of care 
  June 25, 2024 visit with ***** ****** Hospital 

  Customer Answer

  Date: 01/20/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I understand sometimes it can be complicated to determine and give a specific diagnosis. But nonetheless, I still can't help but feel traumatized from the entire experience. I feel like I was overcharged for the results that I received. My cat was seen at BetterPet on 6/15/24 and at the ***** M ******************************** on 6/25/24, and she continually got worse the 10 days in between, even after being on the prescribed medication. I did everything they recommended and unfortunately it was not helpful. If my cat was on the correct medications, she should have gradually improved, not got worse and worse. After being treated at the latter facility on 6/25/24, I seen results almost immediately. I know the treatment was not intended in a malice or harmful way, but I feel like we didn't receive quality care for the costs of the treatment. Again, no diagnosis was given and I wish the business would make it right. Thank you.
  
  Regards,
  
  ***** ****