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:06/06/2023

  Type:Order 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.

  brought my Puppy to east village green since I got her July 22 They sold me a puppy plan which included spay . payments were taken from my account montly for 11 months - Office staff is very rude and no knowledge of the plan or how to speak to their clients She needed surgery - and no follow up after. During this time the surgeon wanted to spay while she was getting surgery - called East village - ******* to talk about if I can possibly get done then and how will affect my plan. No answers of knowledge or respect to call me back with information. The whole idea was to have them do the spay since that was the place I took out . Went in two times to attempt the spay to get done - dog was in heat so couldn't get done in april **** went back in waited for test , vet advised me ok to leave and spay can get done this was at 930am. Got a call from Surgeon at 330 to say ***** was unable to get spayed as she was in heat ,Kept my dog there all day to find out this. The Vet never told surgeon levels weren't good.Went to get my puppy and remove her from that vet . Message all my details regarding to be released from the last payment of the 12 month plan and to get the credit for the spay somewhere else when its time. Surgeon messaged me telling me that the spay was never covered but will credit me ****** for test & resolve me of the last month payment plans and then release records. As of now they are needing me to say they were harmless before they release anything . All I want is for the cost to get my puppy spay and her records to go to another vet

  Business Response

  Date: 06/15/2023

  The owner of the dog entered into a petly plan that included traditional services for the puppy.  This included wellness and sickness visits, parasite checks and controls, vaccinations, small services like nail trims and **** sac expression.  The spay procedure was just a part of the plan.  The puppy was older than the usual age for spay, and we needed know where she was in her heat cycle.  In January 2023, We found the first time that she was in heat.  It's risky to the animal to be spayed in heat.  We have to wait for the progesterone levels to return to normal.  We instructed her to bring the puppy back in early April, and she returned in early May.  We checked her progesterone level again and it was too high.  We still could not perform the spay procedure.  However, the doctor who took the sample was not able to get the results until later in the morning.  She was seeing appointments and didn't see the results until later in the day.  The surgeon saw the results and informed the doctor that the procedure was too risky and we would have to plan for another day.  The surgeon called the owner to pick up the puppy and to plan a new day.  The owner of the puppy was angry and rude (understood) when she came to pick up her puppy.  The admitting doctor explained to her what happened and apologized for the lack of communication.  The surgeon reiterated that the procedure is risky for a dog in heat, and it would have to be reschedule for another time.  The owner said that she wanted to take the dog to another veterinarian.  It was at that time her payments were cancelled by us, and she was removed from the plan and any further payments.  But then she said she wanted a refund.  So the petly plan numbers were checked in regards to the fees she paid and the other services that were rendered (exams, vaccines, parasites), and she actually owed money on the services.  Before that, she was told she would get a refund on the progesterone tests.   So in effect, it was a wash.  Her records were sent to her in agreement that she wouldn't do things like slander the practice on the BBB website (hold us harmless).  She is not entitled to a refund.  We provided the services that were contracted and she was satisfied with the services.  We think we acted in the best interest of the puppy, and we hope the owner will find satisfaction with the next practitioner.

  Customer Answer

  Date: 06/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  east village green advised me of a plan that was never followed thru , they had all excuses and wanted to prolong the spay !  The vet and staff have no knowledge of the field and to assist customers !! They back peddled on this procedure and had all excuse never called me back explaining !! So I took out a plan for wellness and spay why was this not done ! I paid 11 months and left 2 months deposit thinking everything was covered ! Place is dirty and all staff is rude and clueless !
  of course I took my pet elsewhere and I feel that I was mislead and not guided the respectionist even advise me that after I get spay in April I would still have ****** to end of plan . If none of this was included why was the first blood work done  covered , cause that was part of the plan bloodwork anD spay . No communication tell me to leave or to spay and hours later I find out the vet who I should trust never communicated with the surgery . Thats terrible as my dog stayed 6 hours with food cause had to fast before surgery I only ask for spay cost as I was in the suppose plan and not they screwed me!! Of course I was writing the bbb they are heartless and rude and vet is very dirty ! 
  They cant hold me pets records from me cause I wrote about their failure no that is unfair ! I hope more people complain about this business and go elsewhere 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
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