Hailey Tran
Oradell Animal Hospital is a highly-rated veterinary hospital with three locations in Paramus, New Jersey. The hospital has been serving the area since 1961 and is an AAHA-accredited and VetCOT-verified veterinary trauma center. Despite its reputation, the hospital has received some complaints from customers, which can be found on the Better Business Bureau (BBB) website. These complaints include issues with billing, lack of transparency, and delays in care. It is important to note that BBB does not verify the accuracy of these complaints and encourages customers to contact the hospital directly for concerns or queries. Oradell Animal Hospital provides multiple avenues for customers to get in touch, including phone numbers, email addresses, and an online form.
| Characteristics | Values |
|---|---|
| Nature of Complaints | Overcharged hospitalization fees, poor customer support, lack of transparency, delay in care, failure to communicate key medical decisions, cruel and inhumane treatment of an animal in distress, unprofessional and unpleasant communication, and more |
| Oradell Animal Hospital's Response | Addressed the issues within the complaints, but some consumers did not accept the response or did not notify BBB of their satisfaction; in some cases, the business failed to respond to disputes |
| BBB's Assessment | Unable to locate the business in some cases; unable to verify the accuracy of all information provided by third parties; encourages consideration of the company's size and volume of transactions when evaluating complaints |
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What You'll Learn
Lack of transparency, delayed care, and poor communication
Communication failure is a common issue in veterinary practice and has been associated with complaints and litigation. Poor communication can lead to errors in veterinary practice, including lack of transparency, delayed care, and dissatisfaction.
In the case of Oradell Animal Hospital, there have been complaints regarding a lack of transparency and delayed care. One complaint detailed how the hospital took in the patient's dog and told them to wait in the car, providing no information on the dog's condition or treatment. The hospital then called the owner, stating that their dog needed immediate surgery, but could not provide any details on the dog's condition beyond the urgency of the procedure. The hospital also encouraged the owner to take out a loan to cover the unexpected cost of surgery, which ranged from $12,000 to $18,000. This incident demonstrates a lack of transparency on the part of the hospital, as they did not provide clear information or explanations to the owner.
Another complaint involved a discrepancy in billing, where a customer was charged for two days of hospitalization despite their cat only being in care for one day. The customer made multiple attempts to contact the hospital to rectify the error but received no response. This example highlights delayed care and a lack of communication, as the hospital failed to address the issue in a timely and transparent manner.
To improve transparency and communication, veterinary practices should adopt a new paradigm that addresses the structure and format of messages, as well as the ability to adapt to unfolding interpersonal interactions. This includes considering social nuances and organisational contexts to ensure effective communication is achieved.
Veterinary systems should also focus on team communication and its impact on patient outcomes. By understanding the types and nature of communication problems, veterinary practices can design interventions to mitigate the risk of poor communication and improve the quality and safety of care.
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Unprofessional customer support
Oradell Animal Hospital has received several complaints regarding its customer support. One complaint mentions that the hospital charged them $230 twice without having an exotic specialist on-site. The customer reported that they were sent home with another patient's medical record and that the staff was cursing at patients and speaking unprofessionally.
Another complaint mentions that the customer was sued by the county court for an unpaid balance at the hospital, and when they reached out to customer support, the response was unprofessional and unpleasant. The hospital defended itself by stating that they had responded to the customer's emails multiple times and that the customer had been provided with an estimate for services and notified about the balance.
In another instance, a customer brought their cat to the hospital for treatment and was billed for two days of hospitalization, despite their cat only being in care for one day. The customer attempted to reach out to the hospital on multiple occasions to rectify the billing error but did not receive a response. The hospital addressed the complaint by stating that the customer was charged per calendar day for hospitalization and that the billing department was not responsive to the customer's concerns.
A complaint mentions that their dog was ill and they took him to Oradell Animal Hospital, where they were told that their dog needed immediate surgery but were not informed about what was wrong. The hospital staff urged the customer to apply for a loan to cover the cost of the surgery, which ranged from $12,000 to $18,000.
Additionally, there have been complaints about the management of Oradell Animal Hospital, with employees stating that the management is uneducated, unprofessional, and only cares about money. Employees have reported feeling belittled and judged, and some have even been denied unemployment help.
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Overcharged hospitalization fees
If you believe you have been overcharged hospitalization fees by Oradell Animal Hospital, there are several steps you can take to dispute the charges and seek a resolution. Here is some general guidance on how to handle such a situation:
Review the Invoice and Identify Discrepancies:
Carefully review the invoice and identify any discrepancies or errors. In the case of Oradell Animal Hospital, a customer complained about being billed for two days of hospitalization when their pet was only in care for one day.
Contact the Hospital:
Reach out to the hospital's billing department to discuss the issue and request an adjustment. In the case of Oradell Animal Hospital, the customer made multiple attempts to contact the hospital to rectify the billing error but received no response. It is important to be persistent and keep records of your communication.
Seek External Assistance:
If you are unable to resolve the issue directly with the hospital, you can seek external assistance. One option is to contact a patient advocate who can negotiate with the hospital on your behalf to reduce the payment amount. You can also submit a complaint to the Better Business Bureau (BBB), as some customers of Oradell Animal Hospital have done. The BBB will review the situation and provide guidance on next steps.
Understand Your Rights:
Educate yourself about your rights as a patient or consumer. In the United States, patients have certain protections against surprise medical billing, and you may have the right to dispute a bill if you received care on or after a certain date, as outlined by CMS.gov.
Dispute the Charges:
If you have been overcharged, you may be able to formally dispute the charges. This often involves paying an administrative fee to initiate the dispute process, and you may be required to provide supporting documentation. If the dispute is decided in your favor, the administrative fee will be deducted from the amount you owe.
It is important to note that each situation may vary, and the specific steps may depend on the policies of the hospital and the laws in your jurisdiction. It is always a good idea to carefully review any estimates, invoices, or bills you receive and to keep detailed records of your communications and attempts to resolve the issue.
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Cruel and inhumane treatment of animals
Oradell Animal Hospital is a top-rated Paramus veterinary hospital that has been ranked by USA TODAY as one of the best veterinary hospitals for National Pet Week in 2025. The hospital has been AAHA-accredited since 1972, a distinction held by only 12-15% of veterinary practices in the US.
Despite its reputation, there have been complaints from clients about the hospital's treatment of animals. One complaint mentions the "cruel and inhumane treatment" of their pet, who was in distress, and the owner, who was grieving. The complaint alleges that the veterinarian recommended euthanasia and then, without any clinical experience or understanding of crisis management, offered another round of treatment for $1,200, giving false hope to the owner.
Another complaint mentions that their dog was not treated for fever for eight hours, leading to organ failure and death.
In response to these complaints, Oradell Animal Hospital has issued condolences and apologies, stating that they make treatment recommendations based on a patient's condition and that they strive to give the best possible care. They also mention that they offer several options for patients and that it is ultimately the owner's decision on how to proceed.
While Oradell Animal Hospital has addressed these complaints, some consumers have not accepted their responses. It is important to note that the hospital has a high rating and many positive reviews, indicating that these complaints may be isolated incidents. However, it is crucial for veterinary hospitals to uphold stringent quality standards and provide compassionate care to both animals and their owners.
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Unfair billing practices
Firstly, it is essential to recognize that complaints about veterinary fees are inevitable. Veterinary professionals should not take these complaints personally but instead actively listen, demonstrate empathy, and present a clear plan for resolving the issue. By understanding the underlying concerns and addressing them constructively, veterinarians can turn a negative experience into a positive one.
In the case of Oradell Animal Hospital, there have been complaints filed with the Better Business Bureau (BBB) regarding billing disputes. One complaint mentions a discrepancy in hospitalization fees, where the customer was billed for two days of hospitalization despite their cat only being in care for one day. The customer made multiple attempts to rectify the issue but received no response from the hospital.
In such situations, customers have the option to dispute the charges through their credit card company, initiating a chargeback process. A chargeback occurs when a pet owner disputes a transaction with their bank, which then refunds the transaction amount to the cardholder. The veterinary clinic must then provide evidence to contest the chargeback if it believes the dispute is unwarranted. While this can impact the clinic's cash flow and operations, it is essential to proactively address billing concerns to maintain client trust and avoid frequent disputes that could harm their reputation.
To mitigate the impact of billing disputes, veterinary clinics can encourage open communication with clients, ensuring that staff are trained to handle billing inquiries effectively and empathetically. Clear communication and accurate billing practices can significantly reduce disputes and create a positive customer experience.
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Frequently asked questions
You can file a complaint about Oradell Animal Hospital through the Better Business Bureau (BBB) website.
Complaints filed against Oradell Animal Hospital include billing issues, lack of transparency, delay in care, and failure to communicate key medical decisions.
Once a complaint is filed, Oradell Animal Hospital will have the opportunity to respond and address the issue. The complainant can then accept or reject the response.
If you are unsatisfied with the response from Oradell Animal Hospital, you can reach out to the hospital's administrative staff by emailing
