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:02/09/2024

  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.

  This is a neighborhood animal hospital, I used to trust them very much and only 5 mins far away from my home, so the previous vaccines and physical examinations were in this hospital. Given that experience, when my dog exhibited symptoms of vomiting recently, I chose the hospital again. That has led to very serious consequences.The lack of accountability resulted in my dog experiencing nosebleeds. I have repeatedly requested access to the camera record to understand the reasons behind the extended 2.5-hour stay after the examination, but my requests have been unanswered. Furthermore, the misdiagnosis and administration of incorrect gastric motility drugs have resulted in my dog vomiting blood. This mistake, coupled with the inexperienced staff, has caused significant harm to my dog. Then I went to another city, but it was a very big hospital. My dog was treated, but due to misdiagnosis and delay in this hospital: Animal Hospital of Newport Hills, my dog had more serious problems and more expensive medical bills.She had vomiting and was seen at Animal Hospital of Newport Hills. At that time she had lab work that showed mildly elevated AP, marked hyponatremia and hypochloremia, and hypokalemia. I read notes by another hospital, but the Newport hills hospital totally ignore that and put my dog in life danger.Looking for Animal Hospital of Newport Hills pay for the medical bill due to their inexperienced. $975.72 & $2745.63, total $3363.22.

  Business Response

  Date: 03/13/2024

  Please see attached 

  Business Response

  Date: 03/21/2024

  After review of the information Urban Animal does not see where the complaint is directed at us. The client's complaint is directed to the first veterinary clinic they visited. If we are mistaken please let us know specifically what the client is upset with related to their care received at Urban Animal.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21268901
  
  I am rejecting this response because:
  
  This is a wrong company and address  that you contact to. 

  I reported the company name is : Newport Hills Animal Hospital

  address is : ****************************************

  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/24/2024

  ********************* brought in her dog ***** for vomiting and loss of appetite. Based on the symptoms shown, a physical exam, and the blood work that ************* approved, we recommended further testing including a urinalysis and x-rays to provide additional needed diagnostics. ************* declined both of these additional services and agreed to move forward with supportive care as a treatment plan based on exam and bloodwork. We prescribed an appetite stimulant and anti-nausea medications as these are safe and effective at treating symptoms on hand. If symptoms do not resolve on these medications this gives the doctors more information to continue to adapt the treatment plan and diagnostics. As recommended at the visit when ************* elected to do no further diagnosis but to treat the symptoms on hand, if the symptoms do not resolve on these medications, we should consider this an emergency and seek emergency care as she was seen at the clinic on Friday. 
  
  
  ************* has never provided any pictures or other documentation of a "nose bleed" this was not documented at the visit; we do not have cameras in our treatment area. ***** was in treatment under the supervision of our Veterinary team as a drop off emergency appointment. We offered to recheck ***** for progression of symptoms when they did not resolve and to evaluate the "nose bleed" concern. ************* in a more recent discussion stated they diagnosed ***** on x-*** with a foreign body after her symptoms did not improve with supportive care, this was the recommended next step in *****'s treatment plan. 
  
  

  Business Response

  Date: 04/25/2024

  To confirm; after reviewing our records in detail, our team provided the appropriate level of care based on the diagnostic information we had available and was approved by the client. If there are further questions, please contact us at ************.