Complaints

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/6/24 we visited the tent in the parking lot of **********************************************************************. We we asked to check in thru some kind of email address encoded on a poster. I told the lady i didn't have my phone and was told to come back later. When I returned with my phone and scanned in the poster, some sort of music web site appeared. I saw a number of people being refused service because they had no working cell phones. I asked the woman who barely spoke English what was going on and she made a number of adjustments to my cell phone screen and I was able to check in. She then asked if I wanted 6 months of preventative medicine which sounded like the usual oral product so I agreed. Later I was charged for some new injectable which I never approved. And while we were still in the parking lot the ********** started call, texting & emailing me about fraudulent charges of over $100+ that the woman made on my phone while she was using my phone without my knowledge or consent. 1) Woman employee made fraudulent charges on my phone when I handed to her 2) I was not offered the paper check-in procedure like I have used the last 40 years which caused these fraudulent charges to occur 3) Nobody offered me the traditional monthly oral heartworm tablets that I USED THE LAST 40+ YEARS. This company needs to cease mobile operation until all MOBLE EMPLOYEES CAN BE PROPERLY RETRAINED.

  Business response

  04/15/2024

  I am the manager for Low Cost Pet Vax weekend clinics in ****
  I will be referring to the client in question as *************, which is not his real name.

  
  ************* was a first-time customer, who brought his dog to one of our mobile pet vaccination clinics which was set up outside in the parking lot of the Advance Auto **************************************************************************

  
  When ************* first arrived, he was asked to use his phone to scan a ** code which links to our sign-in page for our client processing queue. ************* retrieved his phone, and scanned the ** code. We cannot say for sure what led to ***************** fraud charges, or how he may have ended up on a scam website. But we can say certainly that scanning our ** code did not take him to a scam website. We had no similar reports from any other clients the entire day, of the ** code taking them to a scam site. What we have found in the past is that some clients use 3rd party "** Scanner" apps instead of using their default phone camera app. These 3rd party scanning apps are typically what give the customers bad links to scam websites. This is almost certainly what happened with *************.
  (To dispute one other comment ************* made, we do not and have not ever refused customers because they didn't bring a phone with them. We have multiple ways of assisting clients even if they do not have a phone, including paper forms.)

  
  Once ************* had been helped to the correct website by our **************** employee, ************* chose and authorized the annual pet vaccination package, which includes 4 vaccinations and a heartworm test, and he chose our Proheart 6 injectable heartworm prevention for his pet. The total cost for the services was $154.00. 
  (Attached is a picture of the screen that he was shown and where he clicked "approve", which confirms the individual services as well as cost for the visit.)
   We confirmed these services with *************, and he did not at any point throughout his visit object or indicate to the staff that he did not approve of the services. The services were performed, and ************* left the location without complaint or incident.
  Later that day, ************* called our business line and left a voicemail regarding some of his complaints, and accused us of charging him fraudulently. He had also sent us several emails voicing his complaints as well.

  
  I called ************* back about an hour later, intending to assist and inform him that he should contact his bank about the fraudulent charges, and to explain that the ** code can only link to a single website, so it could not be the reason he was taken to a spam website. ************* reiterated his accusation that our ** code took him to a spam website. He also accused our customer service employee of "not speaking English" (She does speak English fluently as well as Spanish), he accused us of administering the Proheart 6 injectable heartworm prevention against his will, even though 1. He authorized it on the authorization page, as well as with the *** who helped him, and 2. According to the Veterinarian and technician who administered the services, he did not object at the time of the visit to the Proheart 6 injection.
  ************* accused us of giving his dog Proheart 6 even though it had "only been on the market 3 months", and he accused me of lying when I explained it had been on the market well over a decade. 

  
  ************* concluded our call by saying he was never returning to our company, and by telling me to "f*** off" and by calling me a "j*g off", and then hung up.
  Because of the behavior and unacceptable communication detailed above, specifically the way he personally insulted myself at the end of the call, we are no longer offering services to ************* as a client. [He also called our company "R*t*rded" in one of the emails he sent to us (picture attached).]
  ************* will need to contact his bank to deal with any fraudulent charges. We have only charged him $154, which he approved and wilfully paid. ************* received only the pet services which he approved himself, and was charged only for those services, at the price he was quoted. He received these services with the high degree of professionalism and customer service that we maintain as a standard for our company.
  

  
  

  Customer response

  04/18/2024

  I am rejecting their response after now discovering the ** Code I was asked to scan in which appeared to be from LOW COST PET VAX and which asked me to fill out a profile and credit card info actually took me to some foreign company scam website that immediately started billing me for phony charges. Also, none of personnel onsite told me they would be injecting my dog with some little used product called PROHEART 6 which was previously withdrawn from the market and doesn't even protect against fleas & ticks common in ***********. This company is using unfair business practices to keep the customers in the dark by not offering alternative and safer HEARTGUARD chewable heartworm protection and K9 ADVANTIX tick & flea protection if they choose. A very reckless company.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I have a dog named *****. I got him from a flea market as a gift from my dad. Our economy status did not let us get him the surgery to be neutered only for necessities like water, food and vaccines. I currently work and my dad as well. We were able to save up enough money for my dog's surgery. I started searching for the cheapest surgeries near me and thats when I found this clinic. I made a deposit on feb 22 of $40 to schedule an appointment for may 22. I was constantly working and the clinic would always reach out to me about the upcoming visit with my dog. They stated that just in case or I wasnt able to make it should I contact them 3 days before the surgery. So I did because the failure to afford the surgery due to personal family stuff. When I called one of the employees, it was a women that answered and told me they werent going to refund me because it was supposed to be 3 BUSINESS days not three regular days. I completely understand it was a whole misunderstanding of mine because I thought it was regular days. I got emotional because a little background - my dog is at risk of getting taken if the surgery doesnt happen and i really love my dog hes been with me for 3 years. Its been a struggle for all of us. So I started crying, not screaming, but just crying quietly not trying to get her to know I was crying but she found out I was crying and I could hear in her tone she was sort of laughing and simply said bye **** and hung up. She didnt even gave me the option to talk to a manger. So I call again more calm and I ask to speak to a manger. Long story short the manager calls me the next day and says there will be no refund. It was honestly a humanly mistake and I technically did follow the policy but Im very sorry I misunderstood. I really want my $40 back to get my dog the surgery and keep him. Not only is it about the money but the principle of this situation and them scamming me. This will never happen again but please help me and my dad.

  Business response

  06/27/2023

  Hello, I apologize for not addressing this complaint sooner. We read ******************** complaint and remember speaking to her as to why we were unable to process a refund for the deposit for her pet's elective surgery. We were also concerned about her claim that the staff was laughing at her when she was crying over the phone. All of our phone calls are recorded and I can say that did not happen. We are booked out months for elective surgeries and reach out multiple times to clients to remind them about their pet's upcoming surgery. I have attached images of several of the communications which we sent to **************** to confirm her pet's surgery and clearly stating that if she wanted to cancel or reschedule, in order to get a refund she would need to let us know 3 business days in advance. The last reminder was an email that was sent and opened on May 16th (before the deadline to reschedule) which very clearly states that she could call to cancel and get her deposit back. She was also informed on May 4th that her pet needed to be fully vaccinated 2 weeks prior to surgery if not we would need to reschedule/cancel. She let us know when she canceled her surgery on May 18th that the dog wasn't vaccinated anyways and she didn't have the money for the surgery. We understand situations may arise. however she was given multiple opportunities and explained the refund policy various times. Let me know if there are any other questions regarding this case.

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

  Practice Manager

  Low Cost Pet Vet

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩