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:12/02/2024

  Type:Customer Service 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 November 19th 2024 at 230PM I took my dog to the vet for an annual examination, annual shots, heartworm flea and tick prevention med refill, and annual heartworm test and intestinal parasite test. I found it odd that the results would not be ready the same visit like every other vet we've been to. They charged me 488.28 for these services and told me that they would call me the next day and tell me the results for the tests. The cost of the two tests combined for heartworm and GI parasites were >$200 I never heard anything back and so I called on December 2nd and they put me on hold while they checked their records and then told me "We haven't received the results". I asked for them to explain to me why they weren't ready since I was told I'd have them within two days or where they send them and about their process for labs and they just told me they use "antech". I spoke with antech customer service and they said "we don't deal with the public" but confirmed a 1-2 day timeline for those tests so it seems odd to me that they wouldn't be ready at least within that same week since we are living in the digital age afterall. No one I spoke with was willing to remedy the situation by offering to complete the test again or following up with the lab and they never said anything about calling me when they did receive them and they never said anything about when they expected to receive the results so I find that odd as well. I am requesting to be refunded for the cost of the heartworm test and intestinal parasite test so that I can take my dog to a vet that will complete the services I paid for and have not received. After two weeks of not receiving them and the lack of concern for my dog's wellbeing and lack of professionalism, I no longer feel that I can trust the business to finish the job.

  Business Response

  Date: 12/09/2024

  On 11/19/24 the client did receive the all services paid for in the invoice. This includes cost on exam, 3 year Rabies vaccine, DHLPP annual booster, 6 Heartgard plus, 6 Nexgard plus, a fecal test and a heartworm test. The labs are sent out and do take a couple days to come back from the lab, The total cost of the tests were $124. We send these to the lab as they are more accurate and do also test parasites that cannot be seen when performed in house. When client called in there was a new person on the phone who inadvertently told her that the tests were not back yet, when they actually were back. Also upon looking in the chart we had the wrong phone number & left the test results by recorded message to the wrong phone number. For that we apologize. We do apologize for the misunderstanding, however all services were performed and all products were received by the client. 

• Initial Complaint

  Date:11/14/2022

  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.

  I just moved to Fairborn Ohio and was shopping for a new Vet for my dog when I called this hospital and requested a quote for the yearly required rabies, bordetella and yearly heartworm exam for the medical prescription I would need to order her trifexis. Although the pricing here in this state was quoted at about $150.00 (give or take a couple of dollars I was told on the phone) quite higher than I have ever had to pay before I was willing to do what I need to take care of her health. I was taken back when I got a call the day before when I got a call asking to bring in a stool sample but thought nothing of this since price was not mentioned and assumed was part of the package already quoted. Once the visit was over at the desk I was advised that I owed over $300.99 !! Totally shocked of course and unprepared I asked what was made to jump to such a high amount and advised that this would include the Fecal testing and I asked if this was necessary the young lady replied that no and that most clients request that this NOT be done but by this part of the conversation she had already applied payment to the TWO different CCard payments I had given so I asked if I could still get my prescription without this testing and she gave me instructions as to having the company I use to call and/or email/fax for the prescription to be filled. When I arrived home and had time to go over the details of what they were actually charging me for I did call and ask for a refund for the amount of the fecal testing that was not advised or quoted or necessary (since the visit was done on Sat I had to wait for Monday to call back) and they stated it was too late. Although I am disputing the exact amount of this test $78 I did request for them to fill the heartworm prescription as this is already paid for as stated in their receipt they NOW refuse my prescription because they are now trying to extort me for the extra testing they did not advise me on prior to my arrival.

  Business Response

  Date: 11/29/2022

  In response to client’s allegations that we gave her a price over the phone that included Heartworm test or fecal test is false. First until we see a medical history of previous Veterinary visits for this new patient, we have no idea what tests need to be run or what would be required. So giving prices of these tests would never happen ahead of time. The estimated price of $150 was for exam & 3 vaccines which ended up being $155. The prices for the fecal test & heartworm test were given to the client at the time of the exam. We do not run a test without giving the cost & getting an ok from the client during the exam(Which we received). The client also bought Trifexis which was on her bill. At checkout, if the client had a question in regards to the bill, it would have been handled at that time. There was no question in regards to the cost at check out. If there was a question about costs for the lab work, we could have simply taken them off the bill at that time & discarded the samples. This client didn’t make a comment or question the bill until 2 days later. By then we already had these tests picked up & run by the lab. We were already charged for these tests from the lab. On Monday the client disputed the charge with the credit card company. The doctor will not write script for this client until her invoice is paid in full at this point. In over 6 14 years that I have been here we have never had a dispute over the cost of Jab work. If someone was not happy with the quoted cost, they simply would ask us not to run that test. We do not want our clients to be unhappy at checkout. That is why we always quote these prices & get a verbal ok to run them ahead of time.

  
  

  Customer Answer

  Date: 12/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did respond the VERY NEXT OPEN business day since my visit was on a Saturday I had to wait till they were open again and this is NOT the information given to me over the phone or I would have scheduled with another office. 
  
  
  
  Sincerely,
  
  
  
  ***** ********