Complaints

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was looking for a vet for my cat for her tapeworm issue and when I spoke to someone over the phone she assured me and even offered a free exam visit which is valued at 48 dollars and I would get it free for a first time patient visit . So I brought my cat in and they told me that they cannot honor it because that lady was wrong. And on top of that the lady I spoke to originally told me the vaccine was 25 dollars and now they told me it’s 36 and that there’s nothing they can do and out what she said that they have decided what I have to pay. I’m so in shock that their employee gave me a price and told me about the first time patient free exam which is on their website and I followed all the rules that they have for that first time visit and they said a drop off won’t give me the visit but it is NOT listed on their website. I just wanna sue .

  Business response

  04/22/2022

  Hello ******,

  I am responding to the complaint.  Dr ****** sold Alta Rancho Pet Hospital last year and while he still works here, he and I share management duties with the corporation that owns the veterinary hospital.

  The veterinarian who saw her cat was Dr *** ****, and the owner did not mention any concerns regarding the fees to him before services were rendered.  It would have been easier if she had expressed any concerns over fees at the time of the exam so that we could have resolved it before she became so upset.

  I have spoken with the other staff and as I understand it, we offered to reschedule the exam for a free time slot, as we limit how many of these we offer per day and the owner declined rescheduling.  The vaccine cost, and what the owner was charged was $26 dollars, not $36.  I am not sure what she means by the $36 as that is not what she paid.   I am attaching a copy of the invoice for your records. 

  We have tried to reach out to the owner to refund the exam fee as a show of good will, but she has not responded to our phone calls, and in fact has texted us back profanities. 

  We cannot credit her Discover card for the $48 dollars without her calling in.  We do not keep credit card numbers on file.  We are not offering to refund the vaccine costs.  She was told of the costs before we administered them and I believe the owner simply misheard $25 instead of $26.  We are offering to refund the $48 exam fee due to the misunderstanding.  But again, the owner is texting us profanities so is difficult to ameliorate the situation.  Perhaps you can help.

   

  ***** ********* DVM

  Alta Rancho Pet Hospital

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