Business Profilefor24 HR Animal Care Centre

After a disagreement over their return policies, I informed 24 hour vet clinic, in stern but professional means, that I would not be doing business with them in the future and to close any and all files that were open under my name as a customer/client. A number of days (a week or more?) later, they called me on my personal cell to incite an argument with me after I clearly re-stated, on the phone to them, that the business relationship was over and I had terminated all customer and client dealings with them as I have had multiple poor experiences with this clinic both on the retail and medical sides. The harassment, continuation of the argument after it was all over with and 'you're not breaking up with me I'm breaking up with you' immaturity is not typically how a professional business is expected to conduct themselves, particularly when I explicitly, and repeatedly stated that I was no longer a client nor a customer and any business dealings were clearly terminated WELL in advance of receiving this unsolicited and confrontational phone call. There is nothing that this business offers for goods or services that can't be found elsewhere, and any other veterinarian location would offer their customers and clients significantly more respect, customer service and competent care. There are a MULTITUDE of reviews on the 24 hour clinic that share in the same discontent and dissatisfaction and I would urge any and all to take these reviews into consideration before dealing with this business in any capacity.

At 24 Hr, we honor returns on purchases made at our facility, as was the case with your canned food. Unfortunately, you had no proof of purchase for the dry food that you attempted to return that you mentioned your husband had picked up. No receipt was provided, and no such sale was purchased on your account, nor a specific date or time of purchase given. As such, we gladly tried to help by searching our database for ALL of the corresponding bags purchased at our hospital by anyone within the last 18 months. This sales report had no sales matching your name, your husband's name, your pet's name, nor had any purchases occurred under our cash sale or one time use account. As such, a refund for this bag of food was denied. Unfortunately, your behavior from that point was extremely hostile with our staff and continued for a prolonged time, for more than half of an hour. Other clients in the food center witnessing your behavior were very uncomfortable with how you were treating our staff member, who was merely following protocol and treating you with nothing but professionalism and respect. This was to the extent that one of these clients interrupted you and informed you that your actions were not acceptable and had asked you to stop. This then wound up in a confrontation between you and this client. After the incident, we had two other clients call our hospital once they were home and apologize on your behalf and complimented our employee on how she handled herself during this encounter. You were contacted by a member of our management team, on the number that you provided to us as listed on your account, to try to resolve the situation. When met again with hostility, we decided to terminate our services with you and to ask you where you would like your files transferred to, in hopes that another clinic can better suit your needs. We will not tolerate verbal abuse or harassment to our staff, or to our clients. We understand that these are trying times and that this incident likely did not go the way you (or our staff and clients) had hoped, but it is imperative that we treat each other with kindness and professionalism no matter the situation. Despite everything, we wish you all the best in the future.

"You were contacted by a member of our management team, on the number that you provided to us as listed on your account, to try to resolve the situation" - to be clear, the situation was resolved before I left this clinic as I clearly stated (and restated in the BBB Review and all future online reviews) that the situation was resolved. As you were informed, I had chosen at the time of the incident to no longer be a client, and informed your staff as such to close all my files on both the merchandise and the hospital side. Secondly, there should have been NO contact by this business to me as the files were to have been closed, therefore no personal information should have been accessible by any members of 24 hour animal care staff. Furthermore there were no attempts to "resolve the situation", rather the member who called me on my personal cell seemed intent on extending the argument and seemed to confirm this was the fact when I asked what was her motivation for calling me after I had terminated the client/business relationship.

"When met again with hostility, we decided to terminate our services with you and to ask you where you would like your files transferred to" - Leading up to this inappropriate phone call, I reminded you numerous time that, at the time of the incident, I had informed you I was no longer a client and to close all my files on the merchandise and hospital side. There should have been no files to transfer and no contact should have been made as the client/business relationship had already been terminated. When I asked what the motivation for this follow up phone call was, you escalated further into a continuance of argument until you finally couldn't control your temper and hung the phone up.


"This sales report had no sales matching your name, your husband's name, your pet's name," - As was explained, my husband picked up the food in question and at NO TIME did any of the staff members ask me what my husbands name was so how could you find a sales report under his name?

"your behavior from that point was extremely hostile with our staff" - if you would please describe the 'extremely hostile' behavior so that it doesn't delve into defamation of character concerns on a public forum.

"one of these clients interrupted you and informed you that your actions were not acceptable and had asked you to stop" - the valued client in question, who was not in any way involved in the situation and had no knowledge of the history or facts of the situation, AND left the lineup she was standing in to walk over to where your staff member and I had moved out of the way of your other clients, started yelling obscenities at me - specifically "shut the f**k up" and "get the f**k out of here while making maneuvers suggestive of inciting a physical altercation.

I agree that this was handled wrong by so many people in so many ways and as such you have lost a client who was, for many years, spending hundreds of dollars at your clinic every month. I however, have lost nothing and will happily transfer those hundreds of dollars to another clinic that is deserving of my business....in these trying times.