ComplaintsforSouth Bay Animal Hospital & Pet Resort

• Initial Complaint

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I took my dog in on July 9 for several symptoms: Vomiting, Lethargy, Diarrhea, Dry Heaving, and Loss of Appetite. This emergency clinic demanded an appointment and a pre-paid **** payment in order to see my dog (seems strange for an emergency clinic). I'm never allowed in the building with my dog, so I have no idea what they did or didn't do to my dog. I'm presented with an insane suite of tests they want to do in order to treat my dog, with the price being ****** I declined and explained this was likely a reaction to a medication that had been administered, and just wanted to ensure there was nothing life-threatening and maybe something to ease his pain. They had no other options. I was charged **** for this. I went to a different emergency clinic two days later, told them the exact same thing, and was in the exam room with my dog the entire time. As is normal, a rectal exam was performed on my dog and blood was found. A treatment plan was drawn up. That entire visit only cost ***** If he doesn't get better, they had a similar test suite as the first clinic, only their price was ****** I don't believe South Bay Animal Hospital ever performed an exam on my dog, if they did, they would have discovered blood in his rectum. They made no mention of this, and in response to a **** review they said "It would be negligent if the clinician did not mention anything abnormal found on exam, whether or not it was related to the presenting complaint. You had paid for an emergency consult, so the clinician was going to relay anything and everything abnormal found on the exam." Blood in the rectum would be abnormal, yet they made not mention of that. Which is proof no exam was performed. I paid **** for an "emergency consult" but I didn't get one. I got scammed instead, at the expense of my dog's health. They also didn't provide me with a receipt, so I've attached their ***** estimate.

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/07/23) */ Contact Name and Title: *************** Manager Contact Email:******************** Good afternoon. We are sorry that you are not satisfied with our services. I would like to assure you that a physical exam was indeed performed on your pet, and would be happy to send you a copy of the medical record if you would like. If you did not receive a receipt after your services, I am happy to send that over to you as well. That is our mistake, you absolutely should have been sent a receipt. As an Emergency and Specialty hospital, our prices will run higher than a general practice. This is why we present the estimate beforehand, so that there is complete transparency between both parties regarding the funding. We are not attempting to scam anyone. Our team is comprised of hard working nurses and Doctors who are in this profession because they love pets, as well as providing high quality medical care. While I cannot issue a refund for services rendered, if there is anything else you need, please do not hesitate to reach out- I've included my information. Consumer Response /* (3000, 7, 2022/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid $195 for an emergency exam of my dog. They didn't perform an exam (which was abundantly clear after going to a different emergency vet). They're lying when they say the performed a physical exam.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my cat to get examined for his scratches after he got into a fight with another cat. because my cat was scared of being touched the doctor recommended that he be sedated for 6 hours to calm him down!! And then he be examined, tested, and his wounds Mended. The total bill was coming to $**** which I declined and said I'd take my cat to the original vet. So if they never touched my cat, and never really did anything to him, why did they charge me $135 for nothing?

  Business response

  06/28/2022

  Business Response /* (1000, 5, 2022/04/26) */ Good afternoon. We are sorry you were not happy with our services. We do our best to provide excellent medicine and customer care. You are correct, your pet was very fearful in our building, and in order to be safely handled he would require sedation. The fee you paid was for the Doctor's consultation, which did take place. Additionally, you were quoted the fee ahead of time, and agreed to the fee. The Doctor examined your pet as much as he was able to, and then spoke with you regarding his recommendations. Unfortunately, no refund is to be issued at this time, as services rendered were agreed upon and charged appropriately. We wish you and your pet the best of luck in the future. Consumer Response /* (3000, 7, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wasn't informed about the fee during phone conversation. It was mentioned to me after consultation which as you mentioned didn't happen. So you knew the consultaion didn't happen, correct? The way I found out the consultation didn't happn was, when I went to my vet who told me my cat odes have a fever,whil your ****** doctor told me "oh the cat doesn't have a fever". That's how I did the match and found out. Your doctor told me the cat didn't have a fever when I asked him. You knew the consultation didn't happen. So I was lied to both ways. I could *** the vet and your establishment for malpractice and report you as well. Business Response /* (4000, 9, 2022/05/02) */ Hello, I am unsure what the ethnicity of the clinician has to do with this matter. We have multiple ****** and non-****** clinicians. We would appreciate you leaving an individual's ethnicity out of your dispute. In addition, a physical exam was performed, which was how the clinician created the treatment plan. Your cat was unable to be fully handled for all vitals, and you declined sedation. Also, I can email you a copy of the signed estimate as well which shows the consult fee as well as your signature. The clinician never told you that your cat did not have a fever as they were unable to take his temperature without risking the safety of the staff, especially given that we had no proof of an up to date rabies. You were not lied to, but I am glad you bring up lying. You stating a physical exam was not done and you were charged for nothing is in fact a lie. You declined the treatment plan and told the staff your regular vet in ************** is much cheaper and that was your reason for declining the recommended services. You cannot state an exam was not done after being called with the findings of the exam including the numerous scratches on his body and the issue with the left eye. Our job is to provide the best healthcare for our patients, and that is something our dedicated staff does 24/7/365. Consumer Response /* (4200, 11, 2022/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) That doctor really did say my cat didn't have a fever which was wrong diagnosis. I remembered being relieved that the doctor said he atleast didn't have a fever. Also, they didn't diagnose any scratches on my cat. I WAS the only who found the scratches and took him to emergency care. I know for sure my cat didn't get diagnosed. Not only that, in their previous reply, they did say they diagnosed him now I'm their newest reply they said we diagnosed him and the doctor never said he doesn't have a fever. I've already disputed the charge on my credit card and sending a copy of this discussion in my claim. Even they don't know what they are doing. I signed the fee structure after declining the excessive charges and unnecessary tests. That's true. I agree. But when the diagnosis was never complete and u didn't even touch my cat, the question comes here again, why did the doctor lie about my cat not having a fever? He clearly said the cat isn't even letting them touch him. It's all clear. They don't have an honest business. Had they been kind to my cat and me and actually helped my child out instead of thinking I'm so dumb I might actually sign a **** fee just out of emergency, I'd come to this establishment over and over. I know what I went through with this establishment. Karma will get you. I'm an ****** too by the way, I don't know what that doctor's name is. His ethnicity is the only identification I have since they didn't even tell me who the doctor is. It's all very shady.

*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. ↩