Vetco Total Care Animal Hospital

To whom it may concern, I wish to express my complaint against the poor customer service and terrible treatment of patients and clients today at the Clermont Petco Veterinarian facility. My original appointment was confirmed and while I drove towards the online appointment and this facility, our time was modified by an accident thay happened aprox. 1mile before our arrival. I was not able to text or speak because I continued to drive to try to make the appointment thta was already confirmed. Upon arrival at the clinic I was denied the booked veterinarian services and althoug I have explained the fact that it took several hours from my business schedule to drive to this facility, and the store manager Ms. Shelley was also notified of this situation, unfortunately the medical doctor responsible for our appointment (dr. Unistall) refused to attend the confirmed patient motivating her lack of respect and consideration by the simple fact that we missed the appointment and the poorly trained front desk staff suggested we should just nake another appointment, although we made it clear that today already compromised our gas, time and money simply by having us to drive for hours to get to this facility. I did file a complaint requesting an immediate resolution, a complete and accurate response in regards to this matter. I do not recommend booking appointments or any veterinarin services at this facility at any moment in time!

I brought my Bengal cat to Vetco two days ago due to his severe asthma, lethargy, and lack of appetite. Thankfully, they were able to fit us in at the last minute, and we waited no longer than 30 minutes. He also does not do well in the crate but the tech and Dr unnerstall handled him with care and he quickly calmed down. They did not make us feel like an inconvenience for this. 😭 🙌🏼 Dr. Unnerstall provided exceptional care and was extremely knowledgeable about my cat's breed and condition. After our visit, we left with two prescriptions that have truly amazed me. I haven’t seen my cat this full of energy in months. I am incredibly grateful for the care we received. Thank you, Dr. Unnerstall and the entire staff at Vetco! We will be making this location our primary care for all of our pets!

On 11/14/2024 my bf took my cat Augustus to Lisa Unnerstall to be checked for Urinary tract infection. Neither staff nor I felt my cat had kidney stones. The Vetco staff placed my cat under significant and undue stress of obtaining either an Xray or abdominal ultrasound as well as took labwork. Lisa Unnerstall stated my cat was "too overweight" to get a urine sample. The incompetent Vet prescribed NSAIDS and a painkiller ( which was 500% over charge) as well as junk fees. Lab results as well as the Xray or Ultrasound results were not given to me. Upon discharge I was never given a receipt of charges, lab results or radiographic results. On 11/16/2024 To my surprise I was charged for a urinalysis that was never obtained. Charged “junk fees” for processing and storage of whatever was done- Xray or Ultrasound. Then I was told I was going to have a “script written”. I was assuming for an antibiotic. Then again this Lisa said she wasn’t going to give my cat an antibiotic until she had a urine sample. So they wanted me to obtain it at home. Mind you they have charged me for this service which they claim “cat was too fat” to obtain a sample. I can only see that they wanted to charge for ANOTHER visit. And had I not had gotten a print out today, I believe they would have charged for a urinalysis again! What a Racket- no a SCAM! Hours after being discharged, my cat was worse after taking 1 pill of each prescribed. I took my cat to a competent Vet at AllCare a few hours later. They heard my issue, was able to obtain a urine sample within minutes after arrival and ordered my cat antibiotics.They stated labs and X-rays or even an ultrasound is not necessary. My formal complaint is the fraudulent and junk charges. My cat was mis-diagnosed with "stress" and given incorrect medications for his ailment. In the human world this would be considered MALPRACTICE! This Lisa Unnerstall ordered un-necessary procedures in order to increase amount of my bill. Had we not taken our cat to a real veterinarian later that same day my cat would have suffered irreparable consequences. My partner and my mother went up to speak with Lisa Unnerstall in order to see what can be done. Both the petco manager and Lisa Unnerstall laughed and told us that my bf (who was on the phone w us during) refused antibiotics and urinalysis. This was the complete reason for my visit. In my opinion Lisa Unnerstall should not be practicing ANY type of medicine in the State of Florida or anywhere else. She is a danger to our pets and ones we care for like our children! What set us off was both her and the manager laughed about the charges and did not offer any reparations! Unprofessional, incompetent, rude….the list could go on. Laughing in peoples faces as they question charges and fees you stacked on is insane. Edit: the vetco manager was able to find the video i made online about the situation and report it and comment on it but unfortunately thats all the energy she had cause i never received my call from her :) the vet has been reported to the state board and the next they will hear from me will be from my attorney :D

The worst. Customer service I have exceeded experience. I call in to see about setting a first time appointment for my pup, the person I spoke with first asked me what I needed, I began to explain what I needed, she then proceeded to say. “Wait a minute”, I was put on hold for about 15 minutes until a man picked up. The man on the line asked how he can he help, I then explained that I was speaking with someone who placed me on home he then says “I don’t know you you were speaking with, what do you want?” In the rudest time as if I had done something to offend him, rather than be combative I simply said “actually I’ll call around” he responded with “great” and hung up. I’m sorry but even a veterinarian needs to have good customer service.

I have a bully. Widely known for skin and ear allergies. He has been examined and treated for this multiple times before. I made an appointment for a Sunday. Nowhere on their website does it say they are a vaccination clinic only on Sundays. Not to mention that it was a several day wait when their website brags about same day appointments. I was turned away and luckily was able to make an appointment for Tuesday afternoon. Here's where the problem starts. A tech comes in. She asks me to swab the dog's ears. What? Isn't this your job? So, I put a muzzle on the dog (understandable). She doesn't even attempt to help with the ear swabs outside of feeding him a tongue depressor with peanut butter on it and handing me a couple of swabsticks. Of course, I am the one man band and am unable to get it done. She leaves the room to get "The Doctor". While she is gone I am able to calm the dog down and get the swabs in his ears. The Doctor enters the exam room and states "We are just girls working here. We need to sedate the dog, clean the ears, examine the ears, blah blah blah....run up a bill basically for over $200. I have had this dog examined for this exact same issue and it has never been over $140. Mind you, the $200 was going to be with the new customer 1st exam discount of $75, so we're actually pushing $300. They literally did NOTHING while my dog is miserable with the ear situation he is going through. End result, I walked out of the clinic, will NEVER return, and emailed them that I refuse their estimate and to never contact me again. Their "Give us $300 while we clearly take an approach that will intentionally cause an elevated vet bill." That approach is garbage and I smelled it coming a mile away before they presented me with it. You are a full care animal hospital. If you are not equipped to care for something as common as an ear infection in a dog, you need to lower your pricing or close the doors. Now I have to find an alternative vet clinic to take the dog to and watch him remain miserable until I can get him in somewhere else. I'm sorry I ever wasted my time coming here. My experience was pathetic and I am disheartened by their lack of caring that the dog really needed treatment. Vetco...rebrand yourself as Clown Show, so we all know what to expect before burning up our personal time expecting you to help us and our furry family members. I didn't expect to leave your clinic pissed off, and I will never forget that I did.