ComplaintsforVetco Clinics

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my dog to vetco in Dec 2022 for a rabies vaccine.she was due again in Dec 2023.i brought her back a week before her rabies was due. Her rabies vaccine record should have been for three years they gave me a one year.i did not notice at that point. Shortly after that I called customer service on a couple occasions with no solution. I had spoke to one of the vets when I had brought my daughters dog in about my situation with my dog 2024,) she stated if customer service can not help come back at the clinic she would try to contact someone to get straightened out.i dont know who she was but she seemed helpful. Never went back till today. They had a clinic going **********, ct. I brought up again my concern my dogs vaccine paperwork says due next month,but really not for Two more years . In a nutshell the 3 or 4 people there working for vetco said nothing could be done.and that I would Even have to pay for a rabies vaccine even though the rabies certificate error was their failt! They even said this happens quite often and maybe customer service would refund me. I do not want my dog getting a rabies when she doesn't need it.i asked if she could have that vet call me because one of them said she still works fior vetco at times. No couldn't do that. One of them said nothing can be done because already in the computer. And said another rabies is safe to get, What! Shes not due to get one for 2 more ******** I called where i found out that vet currently works but only spoke to receptionist ,she put me on hold told me it was Vetcos responsibility. This should not be so hard just to get my dogs paperwork right! She had required rabies vaccine within the proper time frame. I did put in a complaint with vetco customer service but since things have been so hard with this company I decided this is the way to go because I lost confidence that they will help me. I just want my dogs paperwork corrected!!!! So she doesn't have to get unnecessary vaccine.

  Business response

  11/06/2024

  Vaccinations are given at the discretion of the Vetco veterinarian at the time of the appointment. The client was advised correctly that the corporate team is unable to make changes to the medical record. We have added a complimentary ****** Rabies vaccination to the pet's account if the pet parent chooses to return. According to the previous medical records, the client has until 12-10-2024 to utilize this 3-year vaccination. 

  Customer response

  11/11/2024

  I spoke with someone from the state **** *********************** regarding the rabies vaccine . The rabies vaccine was giving as follows for my dog, in December of 2022 and again in dec of 2023. That should have been a three year rabies. I believe a mistake was made of the part of the vet. Not at her discretion. In the state of ct situations at a vets discretion are other situations where say a dog has an illness or such where having a rabies vaccine could possibly harm the dog, etc. there is no reason a vet would say hey, let me make this dog come in again in a year unnecessarily. She has at her proper vaccines at the proper times.I do not want her to now have to get a rabies when she is not due! I told Vetco when they called me last week , I would like a letter from that vet as to state why she chose to ,at her dicreation, give my dog a one year instead of a three year. Nothing was mentioned to me at that time , when she went in a for her three year rabies. I still think it was a mistake that can and should be fixed.

  Business response

  11/13/2024

  The client was advised correctly that the corporate team is unable to make changes to the medical record. We recommend that the client returns prior to 12-10-2024 to utilize their complimentary 3-year vaccination. 

  Customer response

  11/13/2024

  I never saw in Daisys paper why Vetco is claiming the vet only gave a one year rabies at her discretion and the reason behind that decision.Vetco is now offering me a 3 year complimentary rabies vaccine. How do I know if I  get the shot through Vetco again, by December 10 2024 that again ,at the vets discretion it wont be for just another year.because that is what they were claiming. The second rabies shot ***** got in 2023 , was a one year at the vets discreation.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I had a Vet appointment on 8/24 @ 12:55 pm I arrived early to my appointment and was waiting in line the man who was supposed to check me in was not acknowledging me and had his back turned to me the entire time pretending not to see me, even though I was literally the next person in line. At 12:47 I decide to check my phone and see if I can just check myself in via text. (I have the proof)I continued to wait while they finished up with the people in front of me. (at this point it's about 1pm The vet assistant comes over with the rudest nastiest attitude telling me that they are going on lunch. I told her that couldn't be possible because I had an appointment. She says I don't care take it up with Vetco customer service. I got upset and asked why they would have appointments during a time that they had lunch and why they would let me wait that whole time in line if they knew they were planning on denying me. they didn't care what I had to say and they didn't care that I had waited and wasted my time coming to my appointment. **************** has refused to help.

  Business response

  08/29/2024

  Thank you for taking the time to provide honest feedback on your recent visit. We are sorry we did not meet your expectations. 

  We have reached out to this client via phone to de-escalate.

  We value you as a Guest, and your feedback helps us continue to improve Petco.

  Customer response

  09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

  Customer response

  09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

  Customer response

  09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

  Customer response

  09/09/2024

  I was told Id be getting a full refund. That hasnt happened yet.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/20/2024 I had an appointment for my puppy Peanut. The check in process took a very long time even though I had an appointment. The tech named ***** was loud and told me to move away from the door while I was waiting in line. He then came over and gathered some information about my puppy and didn't weigh my dog. The other employee **** who was unfriendly and rude said she would weigh my dog. Then ****** yelled at me and ordered to wait in another area and I asked where do you want me to wait since you can't make up your mind. At that point **** came over and said a comment under her breath about my t-shirt which I was wearing which is an Anti-***** shirt. I then told them I was leaving and **** very sarcastically yelled okay have a great day. I spoke with *** who is a manager for vetco clinics but she was no help. My puppy missed her rabies shot and I had to reschedule her spaying surgery. I'm a long term customer of ********************** clinic and have never been treated this way. I only verified their names from the paperwork as no one was wearing a name Tag or even greeted people it felt as though all three of them *****, ****** and **** were annoyed to be working.

  Business response

  08/08/2024

  Hello,

  This event did not happen at our location in Richfield, Minnesota.  Please file this complaint with the appropriate location.  Sorry for your bad experience at the VETCO in Florida.

  Linda Kamp

  Business response

  08/15/2024

  We are notifying all of the appropriate Team Members involved, including Senior Petco leadership. In particular, this issue will be addressed with the associate in question regarding their interaction with you. Any internal conversations and resulting actions are confidential, but please know that we take negative feedback very seriously.
  
  Thank you for taking the time to provide honest feedback on your recent visit. We are sorry we did not meet your expectations. Corp Support is unable to overturn a clinic team's decision to refuse service. There are no "alerts" added to this pet's account. We encourage the guest to return to the clinic for services if they would like.
  
  We value you as a Guest, and your feedback helps us continue to improve Petco.

  Customer response

  08/16/2024

  This is a very generic response and doesn't resolve anything. All the employees and staff involved need to spoken with and address the way they treat customers. How can such employees work at a business where dog's and cats are the main clients. Not sure I would trust my dog's in the care of any of Petco or Vetco employees. Guess they had to file a response even though doesn't mean or resolve anything. There's a reason they have bad reviews online.

  Business response

  08/22/2024

  We are unable to share the results of an internal investigation. We have added a complimentary rabies vaccination to Peanut's account to be redeemed within 180 days. 

  Customer response

  08/26/2024

  Due to this horrible service and Peanut desperately needing her rabies shots due to an upcoming surgery. I had NO other choice but to have Peanut's shot done elsewhere and it was pricey. So the offer of a complimentary rabies shot is moot NOW!!! This should have been offered at the time when I called your corporate office. She needs other shots as she is a puppy.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 9 puppies to Vetco Clinic in *********, ** on July 20, 2024 I purchased a puppy package for vaccinations. Upon leaving I noticed the vet never dewormed any of the 9 puppies in which I paid for. I have contacted customer service several times as I paid $2008.00 and the vet did not complete the services. I ended up going to my own vet to get my puppies dewormer since they were due at 8 weeks. I have filed to get a refund in which corporate denied. The vet also almost dropped one of my puppies from the table while examining. Corporate will not talk to anyone and the supervisors are useless. All in all an awful experience and waste of $2008. All records are easily found under my VETCO account.

  Business response

  08/08/2024

  Hello!

  You have accidentally submitted a complaint for the incorrect business. We are Vetco Electronics, an electronics store in *******************. Please remove your complaint and file it against the correct company. Thank you.
  

  Business response

  08/15/2024

  Our team has denied this refund request as the package is still valid. The guest has 4 months from the initial purchase date to use all pre-paid services. The following information can be found on our website: "No refunds, substitutions, alterations or additional discounts allowed for packages. Your vaccine package purchase is eligible for 4 months of redemption."

  Customer response

  08/21/2024

  The dewormer is a set of 3 orals every 2 weeks they started at 4 weeks then 6 weeks & at their 8 week appointment that was their last one. The package is valid for 4 months yet the dewormer needed to be done at 8 weeks & not any later to be useful. Your vets neglected to fulfill their obligation at the 8 week appointment. As well as almost dropping one of the puppies off of the table. I spent $2008 for awful half done service. 

  Business response

  08/22/2024

  The pre-paid dewormer can be given at anytime while the package is still valid. The guest is still receiving a larger discount on package items rather than purchasing a la carte, even if items in the package are unwanted. The guest still has the option of returning to Vetco  before the pre paid service expires. It is also outlined under the package section on our website " No refunds, substitutions, alterations or additional discounts allowed for packages."

  Customer response

  09/04/2024

  The dewormer shouldve been given at 8 weeks. Its actually sad that a business cant acknowledge their vets made a mistake. The dewormer wasnt given at the time it shouldve been and now stating it can be given by time yet all of the puppies wouldve had worms by now had I waited. 

*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. ↩