Complaints

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• Initial Complaint

  Date:08/30/2024

  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.

  I took my two cats in for flea allergy so they could get a depo shot. 2 days after that shot my cats started up (URI) which is a upper respiratory infection- I had contacted the vet immediately about this and they told me I could come in and pay for an exam fee again which would cost me $65. I told them I don't think I should have to cover another exam fee as they were just seen there and it was clear they were not sick. I then played phone tag trying to get ahold of the DR directly. She then called me back and said I won't charge you an exam fee but you would have to pay for the medicine. She then told me each bottle would be $53 and I needed two so she said the total would be $106.00 I made it very clear that I don't think I should have to cover the medicine either because they got my cats sick there. They failed to clean and sanitize properly aggwe each animal which led to the virus being in the room my two cats wre taken into. When I had came back with the money for the medicine because my cats were in need ASAP i had told the vet that we will never be bringing any of our animals here again. They had went and told the DR who came out with the medicine and their paperwork. Just days later I received a letter in the mail of termination saying I am being terminated from their hospital. It is obvious tbey did this in writing because they knew they were on wrong and scared of take it to court etc.

  Business Response

  Date: 12/04/2024

  ***** ********* was seen at our practice on 8-15-2024. ***** and **** presented for a depo shot. Fleas were present. Owner stated that the pets had revolution applied that day. Both pets were examined and given the injectable medication based on weight. ***** called our practice 7 days later on 8-22-2024, complaining that her pets were sneezing and had a clear discharge from their nose. We offered to see her pets on a walk in bases, ***** became very upset and wanted to speak with Dr. *******. Dr. ******* returned her call and offered to prescribe her antibiotics. These antibiotics were $53 for each cat. ***** voiced financial concerns and said she would speak with family to try to receive financial help. 

  We clean and disinfect all of our exam rooms between each patient so I am unsure how she came to the conclusion that we "failed to clean and properly sanitize" We terminated our professional relationship with this client due to how she acted in our business and to our staff. 

  We will not refund 

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Stating that it had been 7 days is not true. I have proof showing i came with my cats 8-19-2024 and called them 8-22-2023 where i had missed the call by a minute and they were closed so i called the VERY next morning. 8-23-2024 tell me how that's 7 days? Not only is that a lie but the next thing is saying they terminated me as a client with them. I had told them i would never be coming back with my animals and it was clear they knew they were in the wrong so as days went by I received a letter stating they were terminating me after i had already terminated them. Cross Lanes Vet can't take responsibility that they did not properly clean everything. There was not even a scent of disinfecting/sanitizing smells. they failed to do so and my cats got URI's. If they aren't refunding me i guess that's all but i know what happened and what's the truth.  
  
  Regards,
  
  
  
  ***** *************