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Business Profile

Animal Hospitals

Affton Veterinary Clinic

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Animal Hospitals.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:05/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 had scheduled an appointment Online through their website. They charged me $50 deposit fee. I am unable to bring my pet to that appointment and called to cancel it. They told me they are unable to refund me the $50 because it was done through the website. I don’t understand how that’s possible. If I am needing to cancel the appointment I should get a refund.

    Business Response

    Date: 05/12/2023

    Dear ***** ******
    We are saddened to hear of your complaint to the Better
    Business Bureau regarding our deposit policy for online appointment requests.
    Our site specifically states this deposit is not refundable.  In addition,  
    before the appointment is even allowed to be created the user (client
    scheduling the appointment) must click a box stating they understand this and
    prefer to proceed with scheduling.  On
    the payment screen, there is an additional link to our refund policy which
    informs the user again of the non-refundable policy of making an online
    appointment, but indicates the deposit can be utilized for a future appointment
    if the initial appointment must be canceled. It is indicated in our system that
    you still have an appointment on our books for May 25, 2023 at 10 am. If you
    need to change the date and/or time of this appointment, please feel free to
    call the office e at ###-###-#### and we can accommodate that request, but we
    are not able to refund online appointment deposits as they are collected by a
    third party service.
    Attached are screenshots of the clearly stated policies:

    Thank you for your understanding of our advertised policies.
    Sincerely,
    **** ** ******* ***
    ****** ********** ******
    **** ******* ****
    *** ****** ** *****
    ************

Affton Veterinary Clinic is NOT a BBB Accredited Business.

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