Complaints

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 7th I took my dog to Graef animal hospital for the purpose of getting an annual exam and a prescription for heartworm preventive medicine. I was told, at that time, that I could return within a year and not have to pay the annual exam fee again but only a small tech visit fee if/when I wanted other vaccines such as Bordetella. I was told, at the time, that they did not carry the heartworm preventative brand I was looking for. While shopping around over the next few days or so I spoke with someone at Graef who told me they do carry the brand I wanted and quoted me a price. This person, ****************** believe, told me to go online to purchase. When I went online, the price before an additional shipping cost was much higher than what I was told. I called back and was told I would have to speak to the manager, ****, regarding this discrepancy. I spoke to her and, on August 16th sent her the screenshot of the price online which differed than the one she confirmed and that I was quoted. I did not hear back from her so I called on August 20th. I still did not have the prescription filled for my dog. I left a message and was told She will call you back as soon as she is out of a meeting. Two days past so I called again and was told We will send her a message to call you. On August 28th, still not having received any response from ****, I emailed her and she responded immediately. She stated that she is supporting more than one location. She also stated that I could no longer go to graef veterinarian hospital due to their inability to meet my needs. Shortly after I received my dogs vaccination records. (attached) I called and spoke to ******** again and, when I asked if there was someone over ****, she said no. There is no excuse for taking 18 days to respond to a customer. I guess, when you have no one to answer to, you can treat people any way you like. This, by far, is the worst customer service I have experienced.

  Business response

  08/28/2024

  
    Unfortunately, we do not carry the meds that this client is wanting in house. We partner with an online pharmacy which allows us to offer our clients more variety of medications that we do not carry in clinic. This client was given a prescription for the medication he was seeking which he filled at a third party pharmacy. I have no control of the online pharmacy pricing and we do not price match. We do our best to help our clients get the preventative medications they prefer. This client was able to receive his preferred heartworm prevention, ********. However, he continued to be dissatisfied with the situation. At this time, we are unable to amicably reach a resolution and I recommend he find a new veterinary office that better fits his needs as we have no further remedy available to us.

  Customer response

  08/28/2024

  Complaint: 22209576
  
  I am rejecting this response because: As previously stated. The prescription was not the concern. I sent **** the requested information but she did not return any of my calls or follow up so I was forced to get the prescription filled elsewhere. This could have easily been resolved with a one minute phone call stating "We cannot change the price of the prescription that you are seeing on our pharmacy's website." It really would have been that simple. I paid $60 for an annual exam and intend on getting bordetella, as I told the staff at graef when I was there. Taking my money and cutting off what I paid for, with no justifiable reason other than "customer is upset because it has been 18 days and the manager still will not respond" is not good enough to withhold services I paid for without a full refund.
  
  Regards,
  
  ***************************

  Business response

  08/29/2024

   

    Unfortunately, at this time we are at a agree to disagree point. We provided this client with a written prescription and different options for the client to purchase his preferred medication. The client is unhappy with the options we have available to him and wishes to continue to complain about prices and shipping cost that we have no control over. I forwarded his concern to the online pharmacy, but I am not able to remedy that cost amount or shipping cost as we do not own that pharmacy. This was explained to the client multiple times and was given multiple options for preventatives for his dog. He has continued to pursue the issue further, when there is no other action that can be taken. We will not be refunding any money as all services he paid for were rendered. Since the client is so unhappy with the options we have available, our recommendation is to seek care elsewhere. We reserve the right to refuse service and since we are unable to amicably communicate with this client, we have terminated the relationship. 

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