Complaints

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.

• Initial Complaint

  Date:01/02/2023

  Type:Billing 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.

  Scheduled an appointment over the phone for my cat to be seen. They asked for a $200 deposit to be applied to the bill. I spoke with the veterinarian twice during the course of the visit. I authorized a $200 charge and then the second phone call I authorized an additional $70. I stated to several people please not to go over that amount. On the second call the vet said they accidentally ran a full screening of bloodwork and I wouldnt be charged for that. When I received the final bill, it was three times what they quoted me. I was expecting an outstanding balance of $70 after they applied my deposit. They demanded $720. When I asked for clarification on the charges, I was passed around to multiple people. I was threatened with collections and them not returning my cat. It took me a week and several emails to finally get a copy of the bill/charges. I never received aftercare or a list of what had taken place during the visit as I had to remain outside due to their Covid protocols. I have reached out to the business several times, I did finally receive the discharge paperwork and a breakdown of charges which I didnt authorize. It took a week to finalize charges? They still wont explain how they got to 3 times what I agreed to. I also left a ****** review where they said they did testing at no cost but really I was told was run in error. They are taking advantage of the fact that nobodys allowed inside the building to monitor whats being done and the lack of veterinary care in my area. My cat is sicker now than when I brought him in.

  Business Response

  Date: 01/19/2023

  I would like to address the client's concerns. We performed some of pet's testing at no cost to the client, to help offset the cost of his care. After a few revisions, the client approved the cost estimate for the pet's care. This was performed before we proceeded with the pet's diagnostics and treatment. The doctor then called the owner a second time with the cost for the additional medication. Additionally, one of our doctor's brought the pet out to the car, reviewed the medications, and asked the client if there were further questions. 
  
  During the checkout process, the client was offered the option of applying for care credit, or a payment plan. The client refused either of those options. At no point during the conversation was the client told their pet would not be released to them; nor did we refuse to provide the client with the necessary medications for their pet's care. It was explained to the client that if they did not want to do a payment plan, or apply for care credit, we would have to send the invoice to collections.  The client then provided their card information for payment and authorized us to process the payment. We do NOT store card information in any format, so no payment can be processed without the client providing the card information. 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I did authorize two charges. A $200 and the follow up call was for $70. I was charged well in excess of that amount. It took them a week and several emails for me to get a bill. I was definitely threatened with the non return of my cat and the staff treated me horribly. I believe I owe $270 and everything above that amount is fraudulent. I will continue to bring my complaint to every possible step I can. I would like a return on the difference between the $279 and the amount I was charged. 
  Sincerely,
  
  ***********************