ComplaintsforPawmetto Lifeline

• Initial Complaint

  04/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went in to take a stray to get a basic exam which I had called about the day before. (Friday, April 1 and went to the appointment April 2) They told me to just do the exam nothing else would be 40 dollars. I told them I wasn't planning on taking the stray but a friend might want to take the cat that I just wanted the basic exam. I said this on the phone and when I went to take the cat in numerous times. My husband also said it as well. The vet told me that the cat could have possible ear mites and we consented to treat those, but nothing else because again we weren't planning on keeping the cat, but just wanted to make sure the cat was safe and wasn't starving. We were NOT planning on having any extra expenses besides the 40 dollars we agreed to for a cat we weren't going to keep. When we went to leave and pay, I was on the phone with a friend who was potentially going to keep her while my husband paid. They charged us 160 dollars for vaccines and other things that we did not consent to. They said we couldn't leave until we paid. My husband paid and told me in the car what happened. I called and left a message Saturday (April 2) for someone to call me because we shouldn't have been charged for things we didn't consent to. I got a call on Monday (April 4) asking if we wanted to surrender the cat, which they would charge us an additional 25 dollars. I explained it to the man who called and he said he had nothing to do with that but he would pass the information along. I called again on April 5th and the lady said that the manager would call me. I went in on April 7th to talk with them and noticed that on the back of my paperwork she had written different services that we didn't agree on. I had looked on the back of the form before we signed it and saw nothing on there. It was handwritten and nothing was checked off on the boxes. She refused to refund me and told me I said I wanted the cat healthy and so these services were agreed upon, which was not true.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/04/12) */ Dear BBB: RE: Complaint Case# XXXXXXXX On April 2, 2022 ******* *****, her husband and daughter arrived at Pawmetto Lifeline with a stray cat. She did not have an appointment but we agreed to work the cat into an already very busy schedule. ******* explained that she may have a home for the cat and would like to receive services so that she knows that cat is healthy when transferring to new home. She insisted she was on a short time line because her daughter had a dance recital in less than 1.5 hours/9:30am. I even expedited her wait time by doing the initial interview and getting the cat back to an exam room quickly. The interview with clients is consistent. I asked if she wanted the following services: rabies vaccine, FVRCP vaccine, de-wormer, combo test, fecal test and one dose of flea and heartworm prevention. She agreed to have us provide all the services. While the vet was examining the pet, the vet recommended an ear mite treatment be added to the care plan. ******* also agreed to that treatment. When the cat was returned to the family ******* stated that the potential new owner had likely fallen through and she would not be able to take the cat home. I told her leaving the cat was not an option however, I would be glad to expedite the intake process by discussing the situation with our intake department on Monday/48 hours later. When her husband was called to the counter to check out he was told his total for services and the exam fee was $160. He said he would not be able to pay that amount. I told him he needed to pay for services rendered as requested so he paid. On Monday as promised our intake department called to see if ******* needed to have a cat intake appt. We even said we would waive a portion of our intake fee since she had started the medical process. We told her the intake fee would be $25 instead of $125. She refused to pursue this option and said she would try and find a home elsewhere. She arrived at the front desk again the week following April 2 and insisted that she didn't want the agreed upon services and asked for a refund. I told her I was unable to provide a refund as I provided services. She said we only wanted a free cat since I had asked for an intake fee after she already paid to have some of the needed services rendered. I tried to explain that it costs far more than $160 to get cats ready for adoption and every cat gets life at Pawmetto Lifeline meaning we care for them and pay for all services while in our care until they are adopted. Some cats are with us for more than a year before they are adopted. Hence the waiting time for the intake. We only take cats when we have the space. Sincerely, ***** ***** Consumer Response /* (3000, 7, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told in a previous phone call that I could bring in the cat. There was no mention of an appointment. My husband and I repeatedly said we wanted the 40 dollar examination fee and I did authorize the ear mite treatment and feline leukemia test. We did not want anything else. The writing that was done on the paperwork was not there when we signed off on it or did I check off any specific services needed. This is seriously her word against mine. Business Response /* (4000, 9, 2022/04/14) */ Dear BBB: On April 2, 2022 ******* ***** filled out the front of the medical form at Pawmetto Lifeline's Wellness Clinic. She signed she would be responsible for payment for all services rendered. The back of the form is used by our vet techs to interview the client. This is where we gather information such as symptoms, how long symptoms have been present, requests for vaccines, de-wormers or testing. I personally interviewed ******* and she approved the services. The information I gathered from Ms. ***** was written on the paperwork in front of her and her husband. There was nothing written on the back of the form in her absence. Sincerely, ***** ***** Consumer Response /* (4200, 11, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The paper we signed said we would pay for the services agreed to. My husband and I both verbally said that we wanted the 40 dollar exam just to make sure the cat could be around another cat and not spread any disease or anything. The paper was written behind the desk where we could not see what you were writing down or even given a chance to look at what you wrote down during the interview to give consent. We were not allowed in the exam room to contest either. The form we signed did not have what was on the interview on it either to know we were consenting for the service since verbally both my husband and I were clear on what we needed since we were not keeping the cat ourselves and would have the owners do the other services needed. Since I did look on both sides of the paper work and it was not on there when I signed, I thought what I said verbally was being done. ***** took it upon herself to write what she wanted. We had no break down of how much anything would cost or given a chance to see what they were doing besides us verbally saying we wanted the basic exam. When the vet said she had ear mites, I did consent to that. I did specifically ask for the feline test since that was our main concern with putting her with my friend's cat. None of the other services were mentioned or agreed on. I did not see what she had written or was it there when I signed the paperwork until I specifically asked for it Thursday when I went into the office previously mentioned in my original complaint. This is no way a vet office typically operates.

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