VCA Animal Hospitals review: Misdiagnosis - poor customer service - overpriced

Formal Complaint Regarding the Care of My Cat, Winston
I have entrusted the care of my cats to Rossmoor Veterinary Hospital for approximately 15–20 years. During that time I have remained a loyal client despite long wait times and increasing costs because I believed my pets were receiving quality care.
Unfortunately, Winston's final illness was one of the most distressing and disappointing veterinary experiences I have ever had. I am requesting that this matter be reviewed.
Timeline
1. Winston developed significant symptoms, including:
o Vomiting yellow bile
o Refusing food
o Drinking little or no water
o Weight loss
o Lethargy
2. On April 3, 2026, Winston had a Senior Wellness examination. I was told that his laboratory markers were normal.
3. When Winston became much sicker, on July 16, 2026, I saw Dr. Hasselbrink because my regular veterinarian, Dr. Casale, was unavailable.
4. During the examination, Winston was obviously ill and became frightened, biting Dr. Hasselbrink. The examination began by opening his mouth. Because Winston reacted, I asked whether medication could be given to calm him enough to continue the examination. I was told sedation was the only option.
5. Winston was sedated, and approximately $1,701.01 in diagnostics and treatment was performed, including abdominal X-rays, fluids, medications, and hospitalization arrangements.
6. I was told that Winston had kidney stones and gas involving the kidney region, but the cause was uncertain. I was advised that he would likely need to see an internal medicine specialist.
7. I asked whether a urine sample had been obtained because Winston had not urinated during the visit. Initially, it had not been collected. It was obtained only after I specifically requested it.
8. The following day, I was informed that Winston's urine results were abnormal.
9. I immediately requested an appointment with my regular veterinarian, Dr. Casale, and was seen that same day.
10. During that visit, Dr. Casale determined that an additional blood test was needed. Because Winston had become significantly weaker and more distressed, obtaining the sample was extremely difficult. The results showed that he was in kidney failure.
11. I got a call that Dr. Hartwick was available to see me at 1:00 if I wanted it, I said fine. I went – and he stated I do not know; he bit someone the other day. I asked if I could go in, and he said no – I said fine – then what can you do? Can you just give him a shot to be put to sleep? He was hesitant. I asked just out of curiosity and to get as much information for my own closure: why would a cat's tests show good 3 months ago and now be in kidney failure? He said he needed to see the chart. He checked and came back and said it has been 4 months I said, no 3 – he said, well, isn’t that immaterial at this point? What is your beef? WHAT? I was just wondering to help get closure – I am not mad at Dr. Casale. He said Oh – both of us started getting angry, and yes, both of our voices were raised.
12. I was then told by the customer service rep – I was rude and needed to speak with kindness – seriously – my cat is in distress, crying – you are telling me to go to another vet – and was given unnecessary medicine and tests, Spending now $2000.00.
13. We left and found a vet – I was told we understand we can take your cat – put him down we know how to handle the situation. They muzzled him – put a portal in his rm – not back legs – and gave him a sedative. The heartbreaking last couple of days were over for my cat – due to poor vet management – diagnosis – incorrect test and horrible communication.
14. I had a neighbor with me – and she said yes, you got upset, but I cannot believe how you were treated – she was there and heard the receptionist and Dr. Hartwick – she continued and said I would not have believed it if you had told me – this was absolutely stunning.
My Concerns
My primary concern is why the blood test that ultimately diagnosed kidney failure was not performed during the previous day's visit while Winston was already sedated and diagnostic testing was underway. Had that testing been completed then, treatment decisions may have been made sooner, and Winston may have been spared additional suffering.
That evening Winston deteriorated dramatically. He cried continuously, could barely walk, appeared disoriented, and was clearly suffering.
Following Dr. Casale's instructions, I immediately called the hospital and explained that Winston had taken an acute turn for the worse and urgently needed assistance, including humane euthanasia.
I explained that this was an emergency.
The staff member informed me that Dr. Casale's schedule was full and that all she could do was send her a message. I again emphasized that Winston was suffering and that this was an emergency. I was told to seek care elsewhere.
After being a client of this practice for approximately 15–20 years, I found this response deeply upsetting. At the moment my cat was experiencing a medical crisis, I expected emergency guidance or assistance—not simply to be told to find another veterinarian.
Ultimately, I located another veterinary hospital. Their staff immediately assured me that they would do whatever was necessary to help Winston safely and humanely, despite his condition. They treated both Winston and me with compassion and dignity during an incredibly painful time.
Request
• "I request a written response addressing each of the concerns raised in this complaint after you review Winston's medical record and the events described above."
• That encourages the hospital to provide a substantive response rather than a generic apology.
• Whether appropriate diagnostic testing was performed promptly, since the final test was not given until the next day. It would have saved my cat from going into a situation of duress.
• Whether additional kidney testing should have been completed during the initial sedated visit.
• The hospital's emergency procedures for established patients experiencing a rapid medical decline.
• The communication and compassion shown to long-term clients during end-of-life emergencies. I was told by Dr. Casale when she was working. and her availability at the vets.
My hope is that this review will help improve the care and responsiveness provided to future patients and families facing similar situations.