Complaints

This profile includes complaints for MedVet Columbus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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MedVet Columbus has 23 locations, listed below.

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  MedVet Columbus

  300 E Wilson Bridge Rd Worthington, OH 43085-2300

• 

  MedVet Toledo

  2921 Douglas Rd Toledo, OH 43606-3502

• 

  MedVet Medical & Cancer Centers for Pets

  3964 Red Bank Rd Cincinnati, OH 45227-3408

• 

  Medvet Associates, LLC

  1321 Cenerview Circle Akron, OH 44321

• 

  MedVet Columbus

  5230 Renner Rd Columbus, OH 43228-9744

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:12/25/2022

  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.

  Took my pet to medvet on Christmas Eve day 2022. I was told when I arrived it would be a 2 to 4 hour wait. That wait turned into almost 8 hours. From 11am to 4 pm nobody came out to even talk with me. I asked and asked and each time I was told he was next on the list to be looked at. In the mean time people who brought pets in after me were being seen treated and released. Not me ***** my dog was sent home without receiving any real medical care. I got three medications to give him. Nobody went over the paperwork. Now my dog is still sick it’s Christmas Day and no vets are open to take him back into to have him checked out again. Medvet failed me and my pet from beginning to end. I had to threats to call the police because they kept telling me they were getting him ready to go home. I had to ask three times where he was. Also had to ask over and over when ***** would be seen. Again from 11am till 4 pm nobody looked at my dog. Nobody gave me updates. Nobody gave me anything but a huge bill. The paperwork I was sent home with nobody went over it. I didn’t sign any release forms. Nothing.

  Business Response

  Date: 12/29/2022

  Dear ***** Family,
  
  Thank you for providing your comments. We hope ***** is on his way to a full recovery. We are sorry to hear that you do not feel your needs were met at MedVet Hilliard. ER medical visits are always undesirable, no time more so than over the holidays. As you note, Christmas Eve and Christmas are challenging days to seek and provide care, as many providers are closed for these holidays. As an ER facility, it is our duty to remain open 24/7 to provide medical support for any pets in dire need. As many pet owners are unable to turn to their family veterinarian these days, most find themselves at our hospital when care cannot wait until their family veterinarian has re-opened. We find that our caseload is especially high during the holidays for this reason. We pay special attention to our staffing resources during these times so that we can remain prepared for any emergency, at any time. However, even with this foresight, we find that we must prioritize care for patients in greatest need and ensure that critically ill patients are tended to immediately. This means that many patients who are less critical may experience delays in their care. Though I am happy that ***** was not amongst the pets that were critically ill on Christmas Eve, I am sympathetic that the delays in his care caused stress, concern, and inconvenience for your family.  After review of the case, I did confirm that ***** was evaluated by an ER veterinarian, received a full exam, and was provided treatments both at our hospital (injectable fluids and medications) and to go home (antibiotics, antacids, and probiotics).  As such, all charges were appropriate.   
  
  Sincerely,
  
  Dr. ********* ***** DVM,
  MedVet Hilliard
  Medical Director

• Initial Complaint

  Date:11/07/2022

  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.

  Our dog had a seizure for the first time ever. We took them to medvet as we had done research previously and they seemed like a solid place. When we got there, we spoke to a vet tech who then told us that just talking about what happened would not be a charge. The vet came out and we talked with them under the impression that it would not be a charge. The vet looked over our dog in the lobby and measured their heart rate but it was never told to us that that would be an exam and we would then be charged 153 dollars. We then found this out at the front desk when they told us we would get some information regarding seizures. We never got that paperwork, and the vet told us we wouldn't have to pay and that the charge would be removed but going forward that would be the going rate for the exam and what that entailed. I thought okay great I completely understood. Now 30 days later we are getting an invoice and conversations that we will have to pay for something we originally were being told we wouldn't have to pay for and don't have money for. From a customer service standpoint this is completely unacceptable and unfair. I can't review the actual veterinary services but from an administrative standpoint this is not okay.

  Customer Answer

  Date: 11/08/2022

  The MedVet location was MedVet Indianapolis: **** ********* ***** ***
  ******, IN *****.
  
  The two primary points of contact since the invoice was received have been
  ******* and ******** at the actual location.
  
  Attached is the file that was received today 11/07 at 1:19 PM after the
  business claimed I received it the night of the visit. That was ********.
  She sent it to me via email after this started to provide a paper trail to
  protect themselves and only after I explicitly told her that I did not want
  it because I did not agree to it. There are no signatures on the file
  furthermore proving I never received it.
  
  I spoke with ******* who later confirmed that upon further digging it was
  never sent to me, until ******** sent it to me.
  
  The invoice was received via email October 10th from MedVet accounting.
  This is also attached as requested.

  Business Response

  Date: 02/01/2023

  Thank you for forwarding the concerns submitted by ****** **** regarding the care of his 3-year-old German Shepherd, “****” (#******), during her visit to our Emergency Department at MedVet Indianapolis on October 10, 2022. I understand Mr. ****’s concerns are regarding a charge for a veterinarian’s exam when he felt one was not warranted. I understand that Mr. **** felt that his communications with our doctor and technician led him to believe that there would be no exam/consultation fee charged. 

   

  According to our medical records, **** presented for a possible seizure earlier in the day on 10/09/2022. Our medical records note a discussion between Mr. and Mrs. **** and our team about their desire to keep **** with them during her evaluation. Due to extensive renovation in our building, and limited exam room space outside of our emergency and triage unit, the lobby was the only available area where they could stay with her while she was receiving her exam.  The doctor documented a medical exam and education about ****’s possible medical condition. The doctor discussed her prognosis, and the costs of diagnostic testing to determine what was going on with ****. This included the client discussing and ultimately declining testing and/ or observation in hospital The doctor’s notes indicate a pet who may have suffered a seizure and a client who was given extensive education on seizures, and how or when to return to a medical facility if another event occurred. It is our belief that charging for a doctor’s examination is fair given the time and effort put into caring for **** and educating the family on possible diagnostics, treatments, and how to monitor seizure activity. 

   

  Documentation of our doctor’s interaction with “****”, physical exam findings and communication from the doctor to the **** family is complete and what we would expect from a completed exam and consultation.  We apologize if during the interaction there was a perception of a free exam, or a no charge consultation. Clear communications in any client interaction can be difficult during an emotional event, even for the most seasoned of doctors and we apologize for any confusion. 

   

  A doctor’s exam is the $153 charge that was billed to Mr. **** and the doctor exam fee was the only item charged to Mr. ****. Our hospital requires payment at discharge, and it was noted that the **** family declined to pay at discharge. When we are not able to collect payment for services rendered, we then send an invoice in the mail for payment. This is what Mr. and Mrs. **** received and declined to pay. 

   

  Meeting and exceeding our clients’ expectations in service are high priorities at MedVet. We understand that when your pet has experienced a traumatic event, as was the case with ****’s seizure, it can be very stressful and disconcerting experience for a client and that these heightened emotions can affect how an experience is remembered. We stand by the accuracy of our bill, the care provided and our decision to bill the client, however we have elected to waive the client's bill as a gesture of goodwill, and we continue to hope that **** is recovering well and is enjoying time with her family. 

   

  
  

• Initial Complaint

  Date:07/14/2022

  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.

  I authorized a to pay for a surgery and nothing else and they did not perform the surgery and refuse to refund the money. They said if I authorized a cat scan they would 100% do the surgery if nothing was seen on cat scan and nothing was seen and they still did not perform surgery. I told them beforehand I would only pay for ct if they did surgery which they did not and every other charge on the bill was not authorized. I only authorized day one and a surgery that was never performed. This business has taken advantage of my family in an unfortunate situation and has been nothing but, deceiving since the beginning. We were told when picking up my dogs remains we would receive 5000 of the 7600 back and I signed a paper at their facility for this. And they have not refunded the amount and refuse to.

  Business Response

  Date: 08/10/2022

  ****** presented to MedVet Hilliard Emergency Department after being struck by a vehicle.  She was diagnosed with pelvic fractures and recommended she continue care with the Surgery Department at MedVet Worthington.  While hospitalized, ******** mentation declined so additional neurologic evaluations and diagnostics were recommended prior to pursuing surgery for her pelvic fractures.  A CT scan was recommended under minimal sedation to evaluate for skull fractures but none were identified.  Despite the lack of structural changes on the CT scan, due to her poor mentation, the doctors overseeing ******** care did not feel it was in her best interest to undergo anesthesia for non life threatening orthopedic repair of her pelvic fractures.   Further monitoring due to suspected traumatic brain injury was recommended before proceeding with the pelvic surgery repair.  Unfortunately, only a few hours later ****** continued to decline and ultimately suffered cardiopulmonary arrest.  
  
  After speaking with the owners as well as the Doctors’ caring for Suttin, we did identify an area for improved communication surrounding the potential of ****** not proceeding to surgery for her pelvic fractures following the CT scan due to her declining mentation.  We understand that medical decision making during critical moments of a pet’s care can be stressful for our clients and we aim to provide clear recommendations based on our medical opinions.  Because of this, it is with empathy and careful consultation that we provide a plan for the care of our patients.  While we do believe postponing the surgery was in her best interest given her neurologic status, we did feel it was reasonable to discount the cost of the CT scan given our desire to provide clearer communication around prognosis, diagnostic, and therapeutic options for Suttin.  This plan has been communicated with the Harless family and resolution was achieved.

• Initial Complaint

  Date:05/07/2022

  Type:Billing 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.

  On April 30, 2022 I took my cat to MedVet on Douglas in Toledo. They asked if I wanted her urine sample sent out to do a culture since it appeared she had a UTI. They said it would be $100. I said yes and paid for the culture to be sent out. They said it would be 4-5 days for results. I did not receive a call from them so I called on May 6 & I was told there were no results. It's now a week later and still no call back from them. Since they won't give me the results or update me if there was an issue I would like a refund for the cost of the urine culture. They do not give a copy of the bill... when I got the bill in my email the culture was $146 NOT $109. They charged $146 for a culture they never gave me results for. Date No. Animal Type Total Discounts Charges Payments Balance 04-30-2022 Opening Balance $0.00 MedVet Toledo 04/30/2022 ******* ***** Invoice $476.16 $0.00 $476.16 $476.16 Qty Description Total 1 EMERGENCY CONSULT - INITIAL $123.00 1 PATIENT CARE $39.00 1 URINALYSIS CHEMSTIX+USG+SEDIMENT (IVLS) $101.00 5 Enrofloxacin 68mg (Per Flavored Tablet) $31.61 1 Nystatin Neomycin Sulfate Ointment (Per 7.5mL Tube) $32.10 1 URINE CULT & SUSCEPTIBILITY (LI) $146.00 Total for Invoice ******* including GST $3.45 $476.16 MedVet Toledo 04/30/2022 802949 Payment $-476.16 $-476.16 $0.00 Totals for this financial period: 04-30-2022 - 04-30-2022 $0.00 $0.00 $476.16 $-476.16 $0.00 April March February January + Amount due $0.00 $0.00 $0.00 $0.00 $0.00 Payment terms: Due Upon Receipt

  Business Response

  Date: 05/17/2022

  Dr. **** ******, MedVet Toledo Medical Director  did reach out to the client on 05/17/22, she did not answer.  She apologized again for the delay and explained that we are addressing our call back system for client test results.  She let her know that we will be issuing a refund for the test as well as her office call as a sign of good faith as well as acknowledging her frustration and our failure to call her back
  
  She will reach out to her again next week and the following week to make sure she has received the refund and let her know the results of our doctor’s meeting ie: test result call backs.
  
  
  

  Customer Answer

  Date: 05/17/2022

  I accept the business's response to resolve this complaint.