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Business Profile

Veterinarian

The Bluffs of Red Wing, A Clinic for Pets

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I made a 2 star review for the horrible experience I had with the clinic and their administrative responsibilities about two years ago. Unfortunately we stayed with the clinic. I needed an appointment for my dog which was scheduled for today (11/14/22). They called and canceled my drive appointment because they were upset that they received a two star review. Instead of reaching out like they have done to every other complaint, Ive seen on their ****** reviews to resolve the issue they let it go unresolved, and unacknowledged until two years later. My account has always been in good standing, and because their ego has been hurt due to the poor services..they canceled my appointment and are requesting that I change my review. After canceling my account with the clinic (having a $0.00) balance, they charged my credit card a monthly service fee when my account was closed days ago.

    Business Response

    Date: 12/20/2022

    know ****** was upset that I took so long to respond to her initial review. I had been working with  a company who monitored all of our social media and the employee who used to do that left their company about 2 years ago and his replacements have not been doing any monitoring.  

     

    Then there is the issue **'Tiya brought up about us not having her credit card on file.  We only keep credit cards on file if a client specifically requests us to.  We outsource the wellness plans to a company who specializes in that.  They would have the credit card to process the monthly payments. Unfortunately, we have encountered other issues with the wellness plan company not renewing plans for some unknown reason, as they are supposed to auto-renew.  We only find that out when a client lets us know.  We have decided to stop providing wellness plans for this reason-they cost us more headaches with unhappy clients. 

     

    Since COVID, vet clinics worldwide have been facing extreme challenges with the number of sick pets we see in a day increasing from 1-2 per day to sometimes 6-8 per day in addition to our regularly scheduled appts.  Part of the reason for that is the emergency clinics are over saturated with sick pets as well and we are all working very short staffed.  Many of the sick pets we have been seeing  require intense care and hospitalization and often are pets we would refer to the emergency clinics, however we are unable to do that as the emergency clinics are usually not accepting any transfers. Thousands in our profession have left the field as it is just too exhausting and stressful these days.  My Dr's and I went from working 45 hours a week to ***** hours a week and we are tired.  This is just to give you an idea on why I have not been monitoring the social media platforms and responding to reviews in a timely manner.  We are really just doing the best we can to survive these days.

     

    I did send  La'Tiya the  refund she was due on I believe last Monday. Because the mail is so slow it is possible she did not receive it til the end of the week.  There was a delay in sending that out due to my not having anyone but me able to do that.  I have been doing both FT Dr. work and all the practice management duties since last March. Since I tend to put more of my energy into treating pets and saving pet's lives than in my bookkeeping responsibilities, there was a delay in processing her check.  I am truly sorry for any inconvenience this has caused. Please let me know if there is anything else I can do.

     

    Sincerely,

     

    ***********************, DVM, CVA

    Owner, The Bluffs Pet Clinic

     

The Bluffs of Red Wing, A Clinic for Pets is NOT a BBB Accredited Business.

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