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:09/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 8/31/23 I took our dog to the Gettysburg Animal Hospital for a scheduled exam and vaccination. Prior to the appointment I viewed their website and found, under the promotions tab, an offer in which customers could save $25 if they had an exam and a vaccination performed between 8/1 and 9/30 2023. I've attached a copy of that screenshot. There was no additional fine print or parameters shown. During the checkout process I presented this offer to the cashier. The cashier was not aware of this offer and asked if she could take my phone to show someone (I assume a manager). The cashier returned a few minutes later and told me that they had reached the limit for this offer. I asked why it is still on the website and there is no mention of any limit. She told me that they don't know how to take this offer down from their website. Obviously, somebody had to put this offer on their website so I'm not sure why no one can take it down. It also doesn’t make sense that the cashier didn’t know about this offer originally, but they reached their limit. Again, there was no fine print on the ad. Therefore, I think I am entitled to the $25 as I met the requirements. I also think they need to figure out a way to take down this ad before more customers are deceived.

  Business Response

  Date: 09/28/2023

  We were running the promotion that ************** was referring to, I did remove the promotion once it was completed from the website. I do not understand the confusion at the front desk regarding the conversation with **************, but when the promotion was over we did remove it from our website.  I have since had other clients that have printed this off when it first came out and have brought that with them, but they understood that we could only reach a certain amount before we had to stop promotion according to the sponsoring company. 

  Thank you,

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

  Practice Manager

  Gettysburg Animal Hospital

  Business Response

  Date: 09/28/2023

  We were running this promotion, when the promotion ended I did remove it from our website. I do not understand what the confusion was at the front desk regarding the conversation with ***************  The promotion was sponsored by one of our vaccine company's and when we reached the limit I did pull it from website.

  I have since had clients who printed this off when they first made the appointment and brought it with them but understood that the sponsor only allowed a current budget.

  Thank you,

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

  Practice Manager

  Gettysburg Animal Hospital

  Customer Answer

  Date: 09/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Please look at the attached screenshot. This is from the Gettysburg Animal Hospital’s website. Note the time and date on the bottom right-hand corner. I just took this screenshot minutes ago on September 28th, 2023. The offer is still up on their website so it's factually incorrect for the company to state that it has been removed, it hasn't been, it's still there.
  

  Secondly, I didn't print out an offer I showed it to the front desk during checkout. Which means again, it was on their website.
  

  I want clarification on what they mean by this limit reached. Nowhere on the offer in anything disclosed about there being a limit. Where is that information at? Why wasn't that disclosed?
  I can’t speak to the confusion of the front desk but to my original point the offer is still on their website. So why is it not being honored? I meat the criteria disclosed. 
  
  Regards,
  
  *******************

  Business Response

  Date: 10/02/2023

  I understand ****************** complaint but if you go to our website that ad was removed over a month ago, I do not understand where he pulled this up?  I will be willing to refund the $25.00 to his account or credit card, since no where on there showed a limit. 

  Customer Answer

  Date: 10/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I appreciate you getting back to me, I'm not sure why it was still showing on the website. Regardless I appreciate the offer to honor the $25 discount if possible please refund that amount back to the card I used at payment. If you need me to call in with the card information please let me know
  
  Regards,
  
  *******************
  

  Business Response

  Date: 10/05/2023

  If you could please call in with the card number we will be happy to refund your $25.00, we do not keep CC numbers on file.

  Thank you,

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

  Customer Answer

  Date: 10/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Thank you for taking care of this and providing a refund. 
  
  Regards,
  
  *******************