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:11/01/2023

  Type:Service or Repair 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.

  Catawba Animal Clinic (CAC) was selected by the rescue I got my puppy from to do her spay and microchip. I provided the puppys vet records the week before her appointment and called the day before to follow up and make sure everything was in order. I was told that we were good to go for the following day. When we arrived for surgery on 10/24/23, a list of services was presented to me, including non core vaccines, to be done at the same visit as the surgery. I declined, stating that we would do any additional treatment at the vet I regularly use closer to home. The vet expressed understanding. At no point during my conversations the day before and the day of the surgery did any member of CAC indicate that their office requires vaccines above and beyond core vaccines, despite my having talked to 3 different people (the receptionist to verify the records, the vet tech and the vet prior to surgery). When my husband picked up my dog the afternoon of 10/24/23, he was given a summary of goods and services, including one booster of DHPP vaccine that my dog was up to date on and was therefore unnecessary, as well as 2 non core vaccines (bordatella and leptospirosis) and a ***** exam. We did not authorize the non core vaccines or ***** exam, we werent notified that they were a requirement, and we werent given the opportunity to complete these at the vet we regularly use prior to the spay appointment on 10/24/23. CAC is now attempting to collect payment for goods and services rendered that were done without my knowledge, despite their own website showing the 2 vaccines they administered were optional. I accept responsibility for paying for my dogs post op pain meds and antibiotics, but Im being asked by the office manager, *******, to pay for the vaccines and ***** exam that I did not authorize. She claims the rescue should have told me their requirements instead of the vet.

  Business Response

  Date: 11/28/2023

  Our VCPR (Veterinary Client Patient Relationship), per ************** ************** is with Destination Home Rescue, therefore, ****************, was not expected to have billing with Catawba Animal Clinic. We have a clear understanding of vaccinations with Destination Home Rescue. 

  Customer Answer

  Date: 11/29/2023

   
  I am rejecting this response because:
  
  Catawba Animal Clinic attempted to collect payment from me, both over the phone when I spoke to ***************************, and indirectly by asking the rescue for my address to mail me a bill. If their VCPR is with the rescue, then both of these attempts are inappropriate as we have no patient relationship per the businesss response. 
  

  Additionally, over the phone when I spoke to **************** she mentioned that if I did not pay for the services done to my pet without my knowledge or consent, she would bill the full amount to the rescue. I feel like this was a high pressure tactic to elicit my compliance since the issue quickly turned into a choice for either me to pay them or them to pass the bill on to a non profit rescue, neither solution feeling acceptable to me. 

  Business Response

  Date: 12/05/2023

  The request for payment from Catawba Animal Clinic was made on behalf of Destination Home at their request. There were no attempts made by Catawba Animal Clinic to obtain ******************** billing address as the full amount had been invoiced to and agreed upon by Destination Home. 

  The desired settlement request from ****************, "Billing Adjustment" is not possible since she has not been billed. She does not have an account with us and does not owe a balance. It has been paid by Destination Home. Their account has a zero balance.