Vetco Clinics

I am submitting a formal complaint regarding unethical practices at Vetco, located within Petco at 921 Harley Strickland Blvd, Orange City, FL, and a potentially fraudulent animal rescue associated with them. Below is my complaint, which I previously sent to Petco Customer Relations.

On February 14, 2025, I brought my cat, Ophelia, to Vetco after she ingested a cord.

The attending veterinarian informed me she required immediate surgery, but after reviewing an X-ray on their phone, they left, and I never saw them again. Instead, a veterinary technician, Cheyenne, returned with a surgery quote between $2,104.95 and $2,930.95excluding imaging and examination fees, bringing the total cost close to $4,000.

Due to ongoing medical expenses from a recent thyroid cancer diagnosis, I expressed financial concerns. Rather than being offered financing options, Cheyenne told me my only choices were to surrender Ophelia to a rescue that would cover the costs or euthanize her. I explicitly stated I did not want euthanasia but was not given any alternative financial solutions.

When she asked if I had CareCredit, I misunderstood it as a clinic membership rather than a credit line, and no application or financial aid guidance was offered.

Feeling helpless, I surrendered Ophelia, believing it was the only way to save her life. That evening, I called Vetco to check on her and was told she had been transferred to the rescue but was "picked up and that should give you an idea of how she is doing," leading me to believe she had received the surgery.

The next day, I found no mention of Ophelia on the rescues (Kenzies Kitten Rescue) Instagram page. By February 16, I secured the full $4,000 for her care and contacted the rescues operator, Kenzie, offering to pay and reclaim her. Kenzie initially said she would consult her "board," but later stopped responding.

I also had made a donation of $200 to her via her website.

Further investigation revealed disturbing discrepancies:

Kenzie publicly stated the rescue lacked funds for Ophelias surgery, contradicting what I was told at Vetco. She also stated that her cost for the surgery was 700-900, less than 1/3rd what I was quoted for the same procedure.

This person is running a "non profit rescue" out of a room in her house.

She falsely claimed on social media that I requested euthanasia for Ophelia, which is libelous.

She admitted on Instagram that her er GoFundMe was flagged and donations forcibly refunded, raising concerns about financial misconduct.

She identified herself on Facebook as a Vetco employee, creating a conflict of interest as she facilitates pet surrenders and then solicits donations for their care.

After multiple calls to Vetco corporate, I was finally connected with a clinic manager, Holly, who admitted their technician should have informed me about financing options but shifted responsibility to the rescue. She would not come to the phone and speak with me until the Petco corporate customer relations representative contacted her directly.

I believe I was coerced into surrendering Ophelia under false pretenses, and Vetcos failure to disclose financial options contributed to this distressing outcome. The rescues practices raise serious ethical and legal concerns.

I request an investigation into Vetcos financial disclosures, their relationship with Kenzies Kitten Rescue, and the return of Ophelia, as my surrender was not made with full informed consent.

I am filing formal complaints with all relevant regulatory bodies. I have filed a report with the Federal Trade Commission, the State Attorney General, the BBB, Florida State Veterinary Licensing Board, and today I will be contacting the USDA Animal Welfare Division.

I am currently in touch with Elliot Consumer Advocacy Group and they are reviewing my case.

I am again requesting that my cat Ophelia, who was surrendered under false pretenses and coercion, be returned to me immediately. I'm not seeking any financial redress - I want my cat Ophelia returned and this is the only resolution that I will accept

Dear whom it may concern

I am a current customer of Vetco clinics until recently due to the reason I'm gonna share today with you all,

Back in July 9, at 6.34pm

I found at the middle of the road a dog in rough shape from years of neglect, or missing for long time it was my first thought

The entire scene was recorded on dash cam

Only one dog senior beat up with rotten mouth and matted Stinky fur

I am not legally required to care for, foster or help at all, but after calling local animal control on a city with leash law such as Austin Animal Center in Texas

They claim were full for intake, including for any roaming animals in this city with leash laws and won't take the dog unless is badly injured ( that's their only qualifications for emergency)

This is an old history and practice by the city of Austin

I am not from Austin Texas

I have visited seven states/ 119 cities this year

The day after I think it was- I took the dog to scan at pet smart

The young employee vet tech I already knew from when my dog had an emergency there

She was the same person who scan this only dog

She didn't do anything wrong but explained to me the fact in Texas microship are useless because she wasn't allow it to share owner information with me

Not only that

This dog had more than one microship registered with different owners

In Austin Texas they also have done this practice all time with animals ( the use of different Microships) this is something new for me

I am from real USA we do not allow this practice where I come from, and everything about microship is very well done in my state

Obviously Pet Smart or it employees are not responsible for this practice or local laws allowing it

The law allow Pet Smart/Employee to either call microship company to share founder info or to call the owners to reunite the animal with them

Pet Smart Employee due to the multiple microship inserted in this creature pointed of rehoming more than once

And the fact the animal was missing before several times I was told

She had to go by the last microship

She called the company of the microship

Pet Smart Employee put me on the phone with microship company

I gave them information phone number to call/ name foster

She apologize for not been able to do more as laws/ rules aren't done by pet smart or employee

I asked her if at least I could have the last microship number inserted

She did noted the microship number for me before I left the clinic/ store

The employee let me know the dog had an old record from one visit 8/10 years ago apparently first owner at Vetco Clinic with first microship registered

This family aren't Vetco Customers at all but by law they can't also share any personal info of that first owner with me

They were the first owners

They do not have any proof of ownership on dog, or ever went back for a cheap or free rabies vaccine to any clinic with the animal

Again found only one dog

I totally understood Vetco Clinic reasons not to share information

A bit shocked with Texas nonsense illogical laws/rules

Immediately this dog went to foster by someone else as I am not legally required to keep any dog, or save them at all from the danger of the road

Pet Smart/ Vetco employee also let me know the local legal rules of Texas if I kept the dog ( I'll be the legal owner ) in hours

I did not want any other pet at all

I am not legally required to do so

I thank Pet Smart/ Vetco employee for sharing all that helpful information with me, then leave

The dog was posted by a family member friend online too looking for it owner

For our surprise the dog wasn't a missing dog for long time

The dog was a neglected backyard dog who escaped with another dog, back on July 9/ 2 hours previously of been found by us

We only found one dog; not two

The only dog found was also found extremely far away from the city they posted went missing

The self claimed owner immediately reported the post to the site , not wanting the world to see the condition of the dog

We received an email about from the missing/found animal site

She did it

Due to the fact she posted the dogs looking cute and all cared for on pictures from 10 years ago when she first got the dogs to breed

This dogs were a stuck and a female they were illegaly breeding selling pups against local laws in Austin Texas

They relocate from San Antonio Texas to Austin Texas to commit animal cruelty neglect

The mother/ daughter immediately messaged our friend asking for a picture of the dog

Videos were posted of the moment found so no one was legally required to do anything else, or anything at all

They were questioned about microship number, they did not provide any numbers or knew any at all

They were told the need of more information due to a visit to clinic to scan the dog - and an old record found but owner information not given

Plus the fact of multiple microship inserted on the animal made everything more complicated and we had to go by last microship inserted

They only knew taking the dog 8/10 years ago to Vetco Clinic

They did not know any microship information

They provided on messenger pictures not looking at all like the reality of the dog

They denied owning a neglected smelly dog with rotten mouth found 2 hours after - far far away from their location

This was the only dog found by us, and take it to pet smart clinic to scan

They asked my friend/ family member online to stop wasting their time

They got blocked

Pet Smart wasn't mentioned at all to this two ladies, but they knew only vet visit by them with the dog was several years ago so they knew it have to be pet smart where dog was scanned they didn't have any recent vet records or a simple record from a mobile clinic free vaccine on the dogs.

Just a pet smart visit 8/10 years ago they did remember

Still nothing was show or any proof by them

They didn't share any valid info// pictures shared didn't look at all like the rotten dog found

As mentioned before the cute pics posted online were not reflecting at all the condition or looks of the only animal found

They had to be extremely old pictures if it was the same dog

And anyone can post random pics

Proof of ownership was something else

After they were blocked

They started stalking this girl on Facebook market place

Harassing her, an entire family threats etc

Lied about their two dogs been stolen

Taken to pet smart etc etc publicly

Posted online a lie about myself talking to the manager of pet smart south Meadows park Amanda who scanned the dogs and provide me with their personal information // THIS IS FALSE

I HAVE NEVER MET AMANDA THE MANAGER OF PET SMART

YOU GUYS HAVE CAMERA SURVEILLANCE ON THE PLACE

PET SMART HAVE NEVER PROVIDE ANY PERSONAL INFORMATION TO ME

I ONLY MET WITH MY OWN PET VET TECH ALL RECORDED TO SCAN ONLY ONE DOG FOUND

THIS ALL WAS DONE VOLUNTARILY BY ME, I DID NOT WANT THE DOG AT ALL

THE DOG WAS IN PRETTY BAD SHAPE, AND I ALSO HAD TO SHAVE ALL THE FUR TO THE SKIN DUE TO THIS

IN CAMERAS YOU CAN ONLY SEE A CONCERNED CITIZEN USING HER TIME/ MONEY TO TRY TO FIND A HAPPY ENDING TO AN ANIMAL I WAS NOT GONNA KEEP AND DONT THINK MOST PPL WANTED TO INVEST ON THE CARE NEED IT URGENTLY FOR THE DOG

They also posted online threats about a lawsuit against pet smart VETCO CLINIC

They went as far to show up at pet smart location asking for the manager Amanda to bully her, and posted lots of false bs online about pet smart procedure and my actions after LEAVE THE STORE

after leaving the store I had nothing else to do, but to give the dog away to someone who could foster

Nothing else was required by law

Nothing was required by law from first second I saw dog on the road

I could just pass by like other hundreds of ppl

I wanted to let you guys know why I am not pet smart VETCO customer anymore, and I would love to know how this false history ended on this problematic low class individuals mouth

I am the only person who could start a lawsuit here for defamation

Thanks

Vetco hired the worst and inexperienced vet tech ever. I had a visit today, and unfortunately, the vet tech who handled my dog is a girl who seemed to hate her job and dogs.

She carried my dog from the exam table and didn't put him down properly; now he's crippling. She's also rude when I asked questions and claimed that she's professional and what she does is all right, and I shouldn't question her. They also almost always recommend lots of extra services aside from the main concerns I brought the dog in for.

When I refused the service, she gave me attitude. It's the worst vet experience I've ever had in the last 10 years of owning pets and would definitely warn everyone against bringing their pet to this hospital.

Only seconds after handing over the leash, and after the vet tech slipped a choke leash around my dog, the employee allowed my dog to get out of both leashes. He then proceeded to blame me, despite me being completely around the corner.

He proceeded to tell me how I needed to adjust the collar - yet my dog has never once gotten out of her collar in my care. Next, due to his terrible handling of my dog, she was nervous and tried to get away at the moment of her getting a shot. He then told me my dog has aggression problems and that she'll need to be muzzled next time. This guy clearly doesn't know how to handle dogs and needs customer service skills and dog training.

Each time we have gone back, the techs do a worse job and are making it so my dog is a nervous wreck - they say it's for liability reasons - well, how about you let owners handle their own dogs and erase all the liability? What is with the new policy where owners are not involved with helping at the doctor? It makes absolutely no sense and is completely asinine.

I've had dogs and cats my entire life and have never raised an aggressive dog, nor have I ever had a single issue taking them to the vets. VETCO is cheap, but it will instill fear in your pets.

I went to Vetco for a free first exam for my cat. I thought he had a respiratory infection and wanted him weighed and his little cough looked at.

My coupon and appointment were emailed to me, but both the receptionist and Vet Tech could not find me in the system. They were unorganized. The Vet Tech even took a screenshot of both of mine. She then told me I needed to pay for my cat's rabies and shots when he is 12 years old and has not had anything done or been to the vet since he was a kitten, seven months old.

This shows his health. Also, she said if anything was seen, medication would be on me. All that seemed ridiculous and unfair when the coupon said free first exam. The coupon did not state what a free exam is.

An exam can be anything. In this coupon, it is not written in a certain way that my cat can only have this or that. Maybe I see exams as checking his weight, cold, teeth. We all see things differently.

If it's not written, texted, emailed, it shouldn't be vocally said. Vetco has no say since it's false advertising. I feel I was treated poorly. This stressed my cat out and showed poor customer service.

The vet tried to defend himself and, worst of all, he didn't even politely just decide to work with me. That shows this is a money company, not a caring company. I would not recommend going to Vetco in Hampton, Virginia.

They can say what they want about people traveling from different cities or states to see them, but if people hear about this false advertising and start reading the fine print more, I doubt they will drive far to see them. Please read carefully because these people are liars!

I made an appointment for both of my senior dogs online I never received a call of confirmation when I called the morning of the appointment I spoke with someone who was clearly in India she him hawed couldn't answer a question put me on hold, I hung up I go to my appointment and when I arrive I was told the vet wasn't feeling so she went home, but they called me and there was no answer I was lit, I asked her to show me her missed on my phone, she said well it says here they called no answer ok so they can't speak and leave a voicemail I drove 15 miles for this, and then she said we do have openings tomorrow not an apology NOTHING I said what needed to be said and left. I would NOT recommend anyone going here they are so disorganized, they genuinely don't care they outsource their calls to India and then when you go in the office for not having a vet the front desk gal took 10 min to come from the back with her BS. I asked for supervisor she said she was if that is the supervisor I strongly encourage NO ONE go here, that little girl couldn't find her way out of a bag this was a waste time money and thank God bases on the overall experience i am not impressed furthermore if the vet went home sick today she'll be sick tomorrow so why offer an appointment what a joke I am reporting this agency to someone that respects and values and holds their feet to the fire on how they treat customers as well as what conditions they may have in their facility that could potentially hurt or make sick somones furbaby

I went to scan a dog back in July 9.2024

Vetco employee explained to me can't give any information away if knew an owner but let me talk with microship company to share foster home information. I totally understood this was in Austin Texas, Different states different rules thought.

A month after I faced a big lie easy to proof with camera surveillance claiming I was personally talking with the manager who provided me owner information

This is totally false

I never met with any manager

Everything in camera surveillance

The employee at front desk just let me talked with microship company

She did found a old Vetco visit from 8 years ago from the same dog/ first microship

But unfortunately this dog as many in Austin Texas sadly were inserted multiple microships with multiple different owners information

They had to go by last microship

I am not from Texas

They hidden evidence on cam surveillance

The dog looked like it was lost for a year in rough shape from years of negl

November 2023, I got a rabies vaccine and thought everything was fine. I booked my international flight in May 2024.

I completed the USDA health certificate appointment 30 days out, but they didn't endorse or look at it until 10 days before my flight. Unfortunately, they contacted me six days before, informing me that they couldn't endorse it until Vetco fixed an error. The error pertained to an incorrect manufacturer name or erroneous vaccine name on the certificate. I called Vetco; they said the issue would be sent to their internal system for review, and it would take 3-7 business days.

I informed them I didn't have that much time, and inquired if there was a number or email I could use to reach them sooner; they said no.

Bear in mind, we are a group of five flying, we already bought our two pets' seats, quit our jobs, and our rented home will be occupied by a new tenant on the 7th as we already gave a 30-day notice. Furthermore, we already paid for a 2-week stay at an Airbnb, and the flight tickets are nonrefundable and non-changeable since they are basic economy.

I called the veterinarian who signed off on the certificate and tracked her down at her new job. As she doesn't work at Vetco anymore, she can't access the system. A letter from her won't work either, since the USDA won't accept that.

I called the companies listed on the certificate, and the vaccine lot number doesn't even match up! I informed Vetco about the discrepancy, and they promised to fix it. They said my corrected paperwork would arrive within 24 hours or 3-7 business days. I did receive a response, but it was the same incorrect document I had received earlier, along with a coupon for a redo.

So now, our pets won't be able to fly with us for 21 days.

If they get a new shot costing $244, they can't fly until then. I'll have to fly back to the US to get them and buy two additional tickets, and incur two animal fees since I'll be flying alone. This amounts to an unexpected expense of $3600. I don't have that kind of money.

I implore Vetco to consider the situation as if they were in my shoes.

They would also want Vetco to correct the errors. Please send the corrected document with the correct manufacturer name, matching vaccine name and correct lot number. Zoetis does not make RabVac3; Zoetis makes Vanguard Rabies Vaccine 3. Elanco makes RabVac3.

My email is bakerfamily014@***.com.

I have attached the documents that need correction and I need this fixed by the afternoon of July 5th sent by email so that USDA has time to overnight the certificate. Please, I beg you.