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Consumer Complaints

BBB Accredited Business since 06/03/1994

Paw Patch Veterinarian Service

Phone: (419) 547-9403Fax: (419) 547-2545

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
02/16/2015Problems with Product / Service | Read Complaint Details
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Complaint
I paid for the basic plus crematory package but was given the basic package and did not get proper refund.
I purchased a basic plus crematory package from them which contained the ashes, a box with my cats name engraved on it and his paw prints on 15/12/14 and was told I would get it back on 18/12/14 and that I would get a phone call when it was time to pick my cremated cat up. I did not receive a phone call from them so I had to call them myself and was told I wouldn't get him until the Friday of next week (26/12/14) and then when I finally did pick him up on Friday I got the bag he came in and got in my car and checked to make sure I got everything before I left and at first I noticed his name wasn't anywhere in the box then on top of that I wasn't given the paw prints I was promised. And when I told the lady working there all she told me was "it's busy around the holidays, it wasn't my fault or the crematory's fault" and was very rude and asked to see my receipt and then never gave it back. All of it was paid in cash.

Desired Settlement
A personally apology from Paw Patches Veterinary and Paws and Remember and a proper refund.

Business Response
Contact Name and Title: ******- Accounts Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ************@gmail.com
I spoke with customer who came in person on Feb. 5, 2015. I apologized to the customer for not receiving what she paid for. I explained that we unfortunately could not produce a paw print of her cat being that it had been cremated. On Dec 26, 2014 she received a refund of $15. Today I gave her $10 more to make it a proper refund. She paid for a Basic Plus and received a Basic package. Customer was not a client of ours and we have not done any services for the customer prior to the cremation. She was not very polite herself to our staff in person and on several phone calls. We have explained to customer that mistakes happen and unfortunately it happened and have apologized to her several times. However,she herself did not ensure that the Cremation Authorization Form was filled out to her satisfaction with the information for the engraving and Paw Print Impression before she signed it.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The lady I talked to at the Vet did not say sorry even once, I tried to explain to her what happened and I was crying cause I missed my cat and so she laughed at me the whole entire time and was very rude and all she could tell me was "They'd be more understanding if we were a regular customer" she blamed it all on me once again but the lady told me that I didn't have to fill anything out that she would fill it out for me. They are a sad excuse for a company and are very rude and can't admit they do their job wrong. I had never called them myself so what they said was a lie.

Industry Comparison| Chart

Veterinarians, Pet Services, Pet Grooming, Pet Boarding & Kennels

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