Complaints

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/21/23 I had an appointment for my pet. In 12/12/23 they were unable to provide my pet with his vaccines and ear check because my pet was anxious. They sent me home with some medications for him that I was to administer the night before and three hours before his appointment on 12 21,23. His appointment on 12.21.23 was at 4:30 and I was supposed to give medication at 1:30 I drive my daughter to school and pick her up and this day she got out early for finals. I missed the **** as I already adjusted my schedule for work to pick her up. I called the *** Cypress Hospital in ****** ********** and I explained that I missed the **** on giving my pet. The medication is three hours if I could still give it to him and still come in, the staff told me that he needed to take the medication before getting seen. I left this afternoon that I already adjusted my schedule for my daughter and is there anyway I can come in later? The staff said no it had to be exactly 3 hours to give them medication , and on their website, it says theyre open till 530 which I couldve gave my pets the medication at 2:15 and still came in. The staff asked if I had a day off and I told the staff no I dont have vacation days on my job so if I take a day off its unpaid day and I cant afford to take an unpaid day unless its for my daughter the only options were either to find another vet or take a day off from work. The staff basically said find another vet I join their *** care club and 12 21,23 I let the staff know that I had that *** ********* and the staff said that I could cancel it. There was a zero balance, and I wouldnt owe anything for the rest of the year. I then proceeded to cancel the other two pets, and had the *** care club as well on 12 **** both staff members so they can cancel it at the business and all three of my pets have zero balance. I wouldnt owe anything but I am still being charged for the membership I would like all of my membership to be canceled with nothing owed

  Business response

  01/04/2024

  All 3 ********* Plans were cancelled on 12/21/23.  Before the cancellation, one of the payments was automatically deducted on 12/21/23 - which was the morning of the day the plan was cancelled (it had processed before the client requested cancellation at 1:57pm)  All plans are cancelled and if there is any overpayment by client it can take a few weeks for a check to be processed to client by the ********* admin team, the hospital does not handle this process. Please note the dates of last payment by clients **** for each pet is November 23, 2023 - December 08,2023 and December 21,2023 as noted on attached files just printed today and cancellation dates noted.

  We feel this is an invalid complaint as we have done our due process at VCA Cypress Animal Hospital

  *******************************, Hospital Manager

  VCA Cypress Animal Hospital

  ****************

  ******, ** 

  ************

  Customer response

  01/04/2024

   
  Complaint: 21049810
  
  I am rejecting this response because:

  ******* the hospital manager called me today and explained when I cancelled a payment had already went through and the second one on 12/23/23. After reading the response from the business as I would of accepted, however, without taking responsibility as to why I cancelled all 3 of my careclub membership is based on their staff basically telling me to find another vet because they are unable to accommodate. I would not have been put in a position I was had the staff not elude to finding another vet. I find their response disappointing as I wound of thought being a business they would show more accommodating efforts and take responsibility for their actions and I would not have gone the route I did had they just explained the payments and how that worked with the cancellation process. The staff merely cancelled but gave no explanation on the process of how long as it was explained in their response. 

  
  Sincerely,
  
  *********************

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