Complaints

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• Initial Complaint

  Date:10/13/2022

  Type:Customer Service 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 October 1, 2022. I took my cat here because she was urinating on the carpet . She had an infection and they cleared that up, but they prescribed a special food., but they won't send it to me. They said they would send it via email, but they haven't done it..

  Business Response

  Date: 10/24/2022

  ID* ********
  The Mexico Animal Hospital
  1001 West Monroe St 
  Mexico Mo
  573-581-5086
  
  
  
  
  Greetings,
  
  
  I am including a rebuttal to a BBB complaint filed by ***** ****** on 10/13/2022. The timeline below is as follows. Of note we ask for 3 to 5 business days for all refill requests.
  Per detailed notes by staff:
  
  
  On the early afternoon of 10/12/2022 a phone call request was made for a prescription cat food by the client ***** ******.
  The request was made for the online company ********** Our policy is that initial prescription diets and medications that clients request are given a written (paper) prescription with the Doctor's instructions, number of refills and signature. The client picks up the prescription, mails it to ***** who will then make an account for the client/patient and ship their order directly to them. That written prescription is then good for one(1) year. At the end of the year if the client has kept a relationship with the clinic and that particular patient has been seen we renew the prescription. We must see patients at a minimum yearly for any prescriptions.
  *** ****** called back in the mid morning of 10/13/2022 (less than 24 hours later). The employee had, only a very few minutes prior to the call, gotten the needed Provider signature on the paperwork and informed the already irritated client that the paper RX was ready for pick up. The client was upset that the prescription was not done the day prior and wanted it emailed to ***** versus pickup from his home about 4 blocks away. 
  The employee attempted to explain the above policy but the client cut her off and started screaming at her "This is the f*cking 21st century, don't tell me you can't email.....etc and so on"  when she said she couldn't email the company , that the paper RX would need sent in and attempted to give him the reason why. 
  After the client continued to rant and curse , again per clinic policy the employee asked the client to not curse at her or she would terminate the call. The client continued, and the employee disconnected.
  This was the end of all communication between the client and clinic. The written prescription is still here for pick up by the client but will be shredded after the alloted time of 30 days has passed.
  We here at M.A.H are invested in the care of our client's animals, however we are also invested in our employees and empower them to step away from the verbal abuse that can occur in any customer service industry. We absolutely give respect, but we ask that we receive it also. This particular client has always in demeanor ranged from slightly prickly to, as the latest incident demonstrated, verbally abusive.And so in this case our staff had every right under our customer service training and standards to terminate the call. It is not in any way that we stated we would "send it via email, but haven't done it" it was simply that we could not explain the procedure and weren't allowed to. 
  
  
  If you have any other questions regarding this complaint please don't hesitate to contact our office at the above address or phone number. 
  
  
  Many thanks and have a wonderful day,
  
  
  ****** **** ** ****** ** ******** ***** ****** ******* ***
  
  
  
  
  

  Business Response

  Date: 10/24/2022

  Greetings,

  
  

  I am including a rebuttal to a BBB complaint filed by ***** ****** on 10/13/2022. The timeline below is as follows. Of note we ask for 3 to 5 business days for all refill requests.

  Per detailed notes by staff:

  
  

  • On the early afternoon of 10/12/2022 a phone call request was made for a prescription cat food by the client ***** *******
  • The request was made for the online company ********** Our policy is that initial prescription diets and medications that clients request are given a written (paper) prescription with the Doctor's instructions, number of refills and signature. The client picks up the prescription, mails it to Chewy who will then make an account for the client/patient and ship their order directly to them. That written prescription is then good for one(1) year. At the end of the year if the client has kept a relationship with the clinic and that particular patient has been seen we renew the prescription. We must see patients at a minimum yearly for any prescriptions.
  • *** ****** called back in the mid morning of 10/13/2022 (less than 24 hours later). The employee had, only a very few minutes prior to the call, gotten the needed Provider signature on the paperwork and informed the already irritated client that the paper RX was ready for pick up. The client was upset that the prescription was not done the day prior and wanted it emailed to ***** versus pickup from his home about 4 blocks away. 
  • The employee attempted to explain the above policy but the client cut her off and started screaming at her "This is the ******* 21st century, don't tell me you can't email.....etc and so on"  when she said she couldn't email the company , that the paper RX would need sent in and attempted to give him the reason why. 
  • After the client continued to rant and curse , again per clinic policy the employee asked the client to not curse at her or she would terminate the call. The client continued, and the employee disconnected.
  • This was the end of all communication between the client and clinic. The written prescription is still here for pick up by the client but will be shredded after the alloted time of 30 days has passed.

  We here at M.A.H are invested in the care of our client's animals, however we are also invested in our employees and empower them to step away from the verbal abuse that can occur in any customer service industry. We absolutely give respect, but we ask that we receive it also. This particular client has always in demeanor ranged from slightly prickly to, as the latest incident demonstrated, verbally abusive.And so in this case our staff had every right under our customer service training and standards to terminate the call. It is not in any way that we stated we would "send it via email, but haven't done it" it was simply that we could not explain the procedure and weren't allowed to. 

  
  

  If you have any other questions regarding this complaint please don't hesitate to contact our office at the above address or phone number. 

  
  

  Many thanks and have a wonderful day,

  
  

  ****** **** ** ****** ** ******** ***** ****** ******* ***