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Business Profile

Veterinarian

Spring Glen Veterinary Clinic
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/10/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I started receiving ****** requests from someone claiming to be this business in August 2024. I then received a text message stating I would be sent to collections. When I contacted the office, the staff refused to provide any written documentation of their claim despite me not being a costumer or even owning the dogs the bill was in reference to for several years. They are now sending me to collections without ever providing prior proof of a bill or what it is for.

    Business Response

    Date: 10/28/2024

    This person was a client here and was the owner of two pets. She had an appointment scheduled in January of 2023 for both pets. She was informed of our cancellation policy in reminder emails for the appointments. She called at 4:07pm to cancel a double pet appointment that was scheduled for 4:30pm and had it explained to her at the time that there would be two missed appointment fee's. She contacted us not long after this to have her records sent to the new owners of the animals. She was contacted by our office several times but made no attempt to contact us or pay the past due balance until she was informed the account was going to collections. She requested a paper statement be sent to her and the response was "ok." After our interaction was over I realized I was rather short with her (see attachment for communications) and contacted her to apologize. There was no response and I have not contected this person to retrieve the lost income. This complaint is consistent with a chronic pattern of attacks we have endured for several years. An NDA which expires in February 2025 precludes further exposition. 

    Business Response

    Date: 11/01/2024

    A paper statement has been mailed to the owners new address which I got from this complaint. The recorded phone calls from the missed appointment in January when it was explained to her that there would be missed appointment fee's for both pets can be provided upon request.

    Customer Answer

    Date: 11/02/2024



    Complaint: ********



    I am rejecting this response because:

    Per your documentation, records were not to be sent to ********* ***** until the payment was settled. Also in your documents, the records were clearly sent her which means there was not a balance due. There is also no documentation that you tried to contact me prior to July of this year despite your claims of multiple attempts. Is it typical to send an account to collections after sending a ****** request with a year of no attempts prior? Also do you have documentation I have ever consented to paying bills per paypal?

    If necessary I can contact ********* ***** to confirm she received the records which per your attached documents, were not to be sent until the balance was settled.

    Regardless, I would recommend reviewing the accounting from your side during the months where the records were requested and confirming a payment was made by myself or ******* ****. This may just be due to a documentation error on your end which has now escalated needlessly. 


    Sincerely,



    ***** ******

    Business Response

    Date: 11/18/2024

    We sent the records because legally we have to regardless of whether or not there is an active balance. No payment for the missed appointment fees was made. We are however willing to waive them just to make this stop. We don't deserve this.

    Customer Answer

    Date: 11/19/2024



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



    ***** ******

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