Complaints

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• Initial Complaint

  Date:10/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 7/6/2023 I took my sick dog to the Keokuk (Veterinarian) Animal Hospital. I paid $266.00 that day for services rendered, I paid via credit card. The following day (7/7/23) I paid an additional $51.55 via personal check I was told the Vet wanted to run more tests on my dog. I was contacted on Saturday 7/15/23 via telephone by one of the veterinarians, they said the tests they previously ran all came ok. It showed nothing wrong except 1 which claimed my dog had a high liver enzyme count. The Vet stated he wanted to run 1 more test for lepto-something. I said okay, they had the blood already to use for the test. The call ended. I was never advised that day or the weeks following that the test they ran cost $100.00. Nor did I say to bill me for the test either. I didn't receive an update from anyone about the results of this test until I called to ask 2 weeks later, I finally got tired of waiting. I was told the test came back negative (a good thing). Never during these talks with the front desk people or Vet was I told I would or had been charged $100 for this test. Then I received a bill for the test $100 + tax, in the month of September which included a letter stating the reason I was being charged a late fee/interest. They claimed they had sent a bill in the month of August. I never received anything- I explained this & that I was unaware I had this charge to begin with. There was no offer to assist me in any way. I keep receiving bills from them with nasty letters saying I asked for a line of credit - (I did not). act# ***** statement #******

  Business Response

  Date: 11/03/2023

  The client did authorize the test and was billed accordingly. After treating her pet initially, and after the test was run and billed, she returned to our clinic requesting treatment for this same pet for injuries that he sustained from a dog fight. She acknowledged at that time that she had a balance due with us. When we requested payment for the balance due as well as a down payment to treat for the injuries he had received, she became angry and left the clinic. That's when she started this complaint against us.  We have reached out to her a couple of times and have left messages and she has not returned our calls. 

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20701256
  
  I am rejecting this response because: No I never authorized to charged another $100! The call saying he would like ******* to have a lpto test performed came on a Saturday late morning from the Vet himself, he stated "I would like to run another test on ****** for Lepto", I said "ok" there was never any mention it would add additional charges especially $100.00?!?!? Nor did I ask for a line of credit- funny no mention of the bills marked "return to sender on them", I've never acknowledge I had a balance. How is any blood test that amount of money? I work in healthcare- hospitals don't even charge that much! Yes I did enter the facility on asking for help - my dog and I were out for a walk when were attacked by another dog. There has been a police report filed as well as charges against the owner of the other dogs owner. When I went in that morning asking for help I stated " I don't what this is going to cost but I took out a payday advance of $100 - after treatment could we work something out." That is when the blonde behind the counter pulled out a calculator and then said " we'll need $350.00 before we can do anything and there isn't a doctor here anyway" She was rude, inconsiderate, and unempathetic. Horrible customer service!!!! So I left and went elsewhere were I was able to have my dog examined and stiched up for $500 - which I only had $100 on me that day yet that Vet has been paid in full, actually was within 2 days. I don't appreciate the false statements regarding what I stated either, that is unprofessional. As for the voicemails - yes I did call back right after the first call time was 5:53pm when I called back a different Vet answered said he was on call. My job requires me to be on the phone and I work 8-5:45 - that is outside of the Vets hours he's at the office- that is not my responsibility to chase him down. He called a second time and again I didn't get the voicemail until 6pm. I wasn't wasting my time any longer calling someone back that I'm not able to actually get on the phone.
  
  Sincerely,
  
  *****************************