Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2024

  Type:Billing 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.

  On January 23, 2024 I called Stanford Veterinary Hospital to get an estimate on TWO cats to be declawed, shots, and neutered. I was told $454.00. So, I scheduled the appointment for January 24, 2024 took my cats dropped them off. When I went back on the 24th to pick my cats up they told me the bill was $862.00 and I was like I don't have that much money. I told the lady that I only had half of the amount. She called the owner and told her and she said if I paid half I could only take ONE cat home. I said really. I left in tears because my cats are my family because I live by myself. I said to the lady this is animal cruelty and abuse to me because I was told something totally different for the service of my cats. So instead of taking ONE cat home I left both of them there because it wasn't fair to them. I begged and pleaded to them that I couldn't believe they were going to keep my cats. I offered to set up a payment plan and they refused because I was a new customer and they didn't know my reputation for it. The owner said they had been burnt too many times and that was how it was going to be. I will never take my cats to them again plus I called two other places that quoted me a price of $668.00 for TWO cats. This business is pathetic and rude. I see why people cannot get there pets fixed because it cost to much money. I don't ever want anyone to say anything about animal cruelty because this situation is cruelty and abuse to my cats and myself. I LOVE MY CATS. I have went over a week without my cats. I will be going to pick them up on Thursday and pay them because if I don't I can't take them home. I'm also on a fixed income that I cannot afford that amount to pay out but what do you do in a case like mine. Very upset and disappointed customer

  Business Response

  Date: 01/31/2024

  *** ******** called our Lancaster Office on 01/10/24 and wanted a price quote for her two cats to be Neutered, Front Declaw, and Vaccines. I gave her a price quote for each cat. I explained to her that the cats spend the night due to being declawed that she could pick them up the following morning.  She wanted it done that she was getting a new couch and she did not want them to claw it all up.  I told her January 23, 2024 was the earliest, which was ok with her.  *** ******** came into the Stanford office on 1/23/24 to drop off the two cats and our Vet Tech went over all that was being done to each of the cats and also went over the estimate of $796.29 with *** ******** and she approved the estimate with the Vet Tech. *** ******** called the next morning to see about picking up her two cats and the vet tech told her they were ready to be picked up that the two cats had fleas and tapeworms and asked  to see if *** ******** wanted to give permission for the two cats to be treated at an additional cost for the medications. *** ******** gave verbal permission over the phone for this to be done which made her bill $886.02 with the extra treatments. *** ******** said she would be on her way to get the two cats. When she arrived to pick the two cats up she told the receptionist that her bank account had been hacked an hour ago and that she did not have no money.  I received a call from the receptionist about this issue. I explained to *** ******** that we needed to be paid for the services for both cats.  I told her if she got half of the amount of the bill that I could let her take one of the cats home and she refused to take one cat home she wanted both of them.  I told her that I would not charge her boarding that she could pick the cats up when she got the money from the bank which she stated was 7 to 10 days with no charge for boarding which would have been $280.00 extra. I told her her cats would be very well taken care of while they stayed at the office.