ComplaintsforSPCA Florida

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  REFUND REQUESTED BUT NOT RECEIVED, STAFF DIFFICULT AND INSULTING

  Business response

  03/20/2024

  March 18, 2024 

  To Whom it May *************************************** was seen in our clinic with her pet ****** on 2/27/24 and was diagnosed with 
  suspected cancer within the thorax. The client left with a remaining balance on her account, as the 
  plan was to keep ****** comfortable for a few days and then return to the SPCA Florida Medical 
  Center for humane euthanasia.
  
  The client called back on 2/28 regarding concerns about charges for services rendered at the time 
  of the appointment. I called the client back and was unable to reach her until she called back 
  again. At the time of that discussion, she asked several questions about the patient's prognosis 
  and additional medications to help keep the patient comfortable for a few more days. That call 
  ultimately ended up with the client disconnecting the call. On 2/29, I called the client to follow 
  up on our previous conversation, client had additional questions regarding palliative care. When I 
  offered to put her on hold to gather more information from a veterinarian, the client disconnected 
  the call.
  
  3/1/24 the client repeatedly emailed asking for a refund, I called client to get card information 
  for a refund, the call was unsuccessful, and the client disconnected the call. The client then 
  requested the executive director, whom called to review concerns and get information for a refund 
  and was able to gather a credit card number for us to process. Once we received the card number on 
  3/1/24, we refunded the client and emailed her a copy of the receipt of the refund.
  
  On 3/16/24 the client emailed requesting additional services from SPCA Florida *************** we 
  have responded to the client and let her know as of 3/6/24, we will no longer be providing services 
  for any more of her patients. (Please see attached)
  
  Additionally, I have attached a copy of the refund receipt issued on 3/1/24, along with a copy of 
  her account register showing the refund.

  
  Thank you,

  ***********************
  Practice Manager
  

  
  

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