Complaints

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov 1, 2023 I called Clear Springs Veterinary to make an appt for my male cat to be neutered. They made the initial visit for Nov 10 and said there was a $50.00 fee up front. I gave them the Discover Card number. On Nov 8 they sent an email reminding me of the appt and telling me they only do curbside service; they would come to my car, pick up the cat and take him in their office, treat him and bring him back to the car. I didnt see this email until Nov 9 so I called first thing Nov 10 to tell them thats not how I wanted to do business. I wanted to go in with my cat. They told me that wasnt possible and offered to cancel the appt. I received my Discover Card statement for Nov and the $50.00 was on it. I emailed them asking for a refund and they emailed back to say they dont do refunds. I feel like Ive been scammed. Either the office or someone in the office made an easy $50.00.

  Business response

  12/02/2023

  
  There are 5 different attachments above. One is record of the payment receipt being sent as soon as we charged **************** card the day she scheduled an appointment since we do require deposits due to the influx of no show appointments. One is the reminder email our clinic sent out at 5:45 pm on 11/8/2023 for **************** appointment on 11/10/2023 at 4:45 pm that also provides information that you must give us a 24 hour notice to reschedule your appointment. One is the email conversation regarding the refund stating we were not going to be providing the refund that also provides a blurb about our curbside service that has been on our email for quite some time now. The last two attachments are from our software system that have ************** provides. One will show the ************* of the scheduled appointment of 11/10/2023 at 4:45 pm and the other will show the ************* of 11/10/2023 at 8:16 am with notes from my technician as to why and when she cancelled. All protocols were followed and theres no reason ************** should feel scammed. Clients cancelling appointments cost us time and money which affects our business, our staff, and other patients that could have benefited from having an appointment scheduled at that time. 

  Customer response

  12/04/2023

  Complaint: 20903262
  
  I am rejecting this response because: I should have been informed the first time I talked to them how they did curbside service with pets which is certainly not a standard way of doing business. I wasn't  informed until they sent an email 2 days before the appointment time. I dont check email every day but I would have answered a phone call or a text. I cancelled as soon as I could. I did know that they have a $26 fee for rescheduling a late cancellation but there was nothing said about keeping my $50 down payment toward the surgery to neuter my cat. I think this is very dishonest. 
  
  Regards,
  
  *********************

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