ComplaintsforBeach Veterinary Clinic

• Initial Complaint

  06/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I adopted a puppy on 1/14/2022 from a party that has a contracted agreement with Beach Vet Clinic to provide "2 Free Veterinary Exams/Office Visits to be used within 60 days of purchase or adoption of a puppy". I received a copy of that agreement via a signed letter on Beach Veterinary Clinic's company's letterhead indicating the same. I had my 1st initial visit on 2/7/2022 and was given a welcome packet (small tote bag) with a pink leash and free sample of simparica trio, which was great! I went to the front desk to make sure I didn't owe anything and was told the first 2 visits are free. The problem begins after the 1st visit... the 2nd visit was scheduled March 7th to get vaccinated, however the vet decided against it as she felt the puppy may have been exposed to a cold and asked that we re-schedule. Due to personality differences and how we witnessed the staff during this visit, we decided to go to a difference Vet and no longer utilize Beach Vet Clinic. I then rec'd a bill in the mail a couple months later to pay for the office visits, which I called several times and even went up to the Clinic and provided them with a copy of the letter. I was told it doesn't apply to well visits or vaccine visits, however the letter doesn't state anything other than "2 Free Veterinary Exams/Office Visits to be used within 60 days of purchase". During my last, most recent phone call, I was told the invoice has changed and that the bill is now allocated for an office visit that wasn't covered and they're now charging me for the free sample of the simparica trio. After several calls/attempts to get this resolved without any luck, I've decided to share my experience with others in case they experienced the same issue.

  Business response

  07/28/2022

  Business Response /* (1000, 20, 2022/07/28) */ ***Document Attached*** ******* was advised during check out on 3/1/22 that she had an outstanding balance from her visit on 2/7/22 which she had refused to pay. On 3/1/22 she came into our clinic to purchase Simparica Trio for her puppy and it was explained to her that the "two free office visits" included in the warranty from Petland are not the same as physical exams, which are completed in conjunction with vaccines, which is what was performed during her visit on 2/7/22. ******* again refused to pay her balance, and never scheduled or completed her puppy's vaccines as advised. A first notice letter of past due balance was mailed to ******* on 3/31/22. ******* called the clinic on 4/4/22 stating that she received the notice in the mail and would not be paying her balance, as she felt as though it should be covered in the warranty provided from Petland. On 5/31/22 as second notice was mailed to *******. On 6/21/22 ******* called the clinic again stating that we could continue to "waste money mailing notices" and that she would not be paying her past due balance. ******* was advised that failure to pay would result in being sent to collections, and termination of veterinary relationship. ******* was very rude to our employees on 3/1/22, 4/4/22, and 6/21/22 both in person and on the phone. On 6/21/22 a termination letter was mailed, accompanied by her pet's medical records and past due invoice. Consumer Response /* (3000, 22, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reply from the business is inaccurate. After my 1st visit, I was advised by the front desk staff that I'd didn't have any charges because of the letter that I showed them on letterhead stating that my first 2 visits were free. No vaccines were ever administered to my puppy by Beach Vet. I went to my 2nd scheduled visit, which was originally scheduled to have the vaccines administered to my puppy, however again no vaccines were given as it was not recommended by the Vet as my puppy was exposed to our other dog who had a cold. The Vet stated the puppy had to have a strong immune system prior to giving any vaccines and recommended I come back for a 3rd visit which I never scheduled due to some practices my son and I witnessed at that time that were not inline with our expectations. The front desk staff indicated no amount was due. I then called the office a few weeks later and asked that they have simparica trio left at the front desk, which I picked up same day and paid for in full. That's when the front desk staff explained that I owed for the last 2 visits, so again I provided a copy of the executed letter by the Vet on the Beach Vet letterhead indicating the first 2 visits are free due to the contracted agreement between Beach Vet and Petland. The letter has zero mention of any specific criteria for the first 2 visits, which I explained to the office staff. The lady said she understood and took a copy of the letter and said she'd give it to the Vet. I then left only to receive a bill in the mail. It's obvious that Beach Vet makes their revenues from the 3rd visit when a Petland puppy is involved and they were disappointed that we never scheduled our 3rd visit. I'm 100% satisfied with our new Vet and now know we made the right choice to end our relationship when we did. I'm more than happy to provide a copy of the letter for your records and to share with any other customers who happed to share the same negative experience. Thank you!

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