Complaints

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/18/2024 we brought our dogs to this provider for their second of two shots for their K9 influenza vaccine. Both my wife and I spoke to the facility via telephone and were were told that the total cost for the second round of shots and other items was $178.23. I spoke to the office via phone on 05/17/24 at 1:10 pm to confirm the appt and the total cost. They told us two times that the total cost for both dogs was $178.23. When we dropped them off for the services to be completed we authorized $178.23 as you can see in the attached documents, my wife signed the form for them. We received a call Saturday 05/18/2024 at 11:00 am asking us to authorize an examination, which I declined because an exam had been completed two weeks before this appointment. They then called back at 11:51 am stating that the cost we owed was $382.33 and that we had to pay before we could pickup our dogs from their facility. We told them that we had not authorized that amount and that we were quoted $178.23. They did nothing to help or explain why we were quoted a different price two times before this. In an attempt to not escalate the issue further, i paid with our credit card and took our dogs. I will be speaking to the credit card company about this overcharge and how i can dispute it. My wife spoke to the manager who offered us credit but we do not plan on returning to this facility due to multiple issues with incorrect medication being given to our dogs, and multiple other billing issues. I would like to be credited the amount that I did not authorize, or at least $100 taken off of this bill. I understand misunderstandings happen but they told us the same cost two times and confirmed with me that the total was for both dogs treatment. Had they said it was for each, I would have taken them to another facility for care. I feel were were mislead and lied to and forced to pay double what we were quoted and what we authorized.

  Business response

  05/21/2024

  We have had multiple issues with this client in the past over charges. It was a misunderstanding on both parts, as we are short staffed and have new employees trying to keep up with a very busy Saturday. The estimate clearly stated just 1 pets name, NOT BOTH. I spoke to the wife in great detail yesterday, trying to explain the mistake and even apologized a number of times. I offered to refund the owner the cost of the exam fee and the hazardous waste fee ($48.00 total) as pets were given their vaccinations and their medications already and left with a prescription. Wife declined saying that was not good enough. I do not believe a total refund is a valid request, as they did receive services and medications already . I am still willing to refund the $48.00 that I can refund at this time, however they are refusing. The estimate clearly states once again ONLY 1 PETS NAME, NOT BOTH. It was missed by both parties, and we should not bare all the blame. Clients have been coming to us for many years, and are familiar with pricing and if in doubt should have asked for clarification, instead of trying to possibly scam us out of money. Training has already started to correct this issue in the future, and it was a simple mistake, in which I did acknowledge and repeatedly apologized for. 

  Customer response

  05/21/2024

   
  Complaint: 21736667
  
  I am rejecting this response because:

  I Understand mistakes happen and things are hectic when everyone is busy. I thought I would avoid miscommunication by confirming the total on the phone when I spoke to the office Friday May 17, 2024, as they called to confirm our visit. We were not shown or given any forms upon arrival. They told us the total and my wife authorized the amount we were told.
  

  I absolutely do not expect a full refund, I was hoping for a partial refund of the $204.10 over what we were told. I would have been happy with half of that. 
  

  There have been several issues in the past because we are often charged more than what we were quoted. Our dogs were given medication that was mixed with pills that were not part of the prescription, and should not have been included. We have paid for nail trims and other services that were not completed. This is a significant amount over what we expected. Had this total been given to me Friday when I confirmed the total two times, or to my wife Saturday morning, we would have foregone the visit altogether and went with another provider. 
  

  I have submitted this dispute to my credit card company and will let them handle this from here. $48 off of the unexpected $204.10 we were charged is not enough. My wife attempted to work with the facility as advised by the BBB website and my credit card company. We could not reach an agreement, as stated above in their reply. A misunderstanding happens one time, twice makes it incorrect information, which is what we were given. I dont expect this visit and services rendered to be given for free, I hoped for an agreement between us that would have left both parties satisfied. Unfortunately their offer was not enough. I have turned this matter over to the credit card company. 

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

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