ComplaintsforLakeside Animal Hospital

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 29th, I took my new dog in for a health check. I was charged $356.00 for shots and tests. They scheduled 2 more visits for other rounds of vaccinations. I was given an estimate of $687.15 to have him neutered. I found a different clinic that quoted it at $90.00 and was also given a price sheet of the vaccinations. BIG difference! When I took him in for the next scheduled appointment, I asked if it was included in the initial charge and was told YES. On the next visit, I was handed an estimated bill for the shot he was getting. I told them that I was told I had prepaid for everything that I didn't want to pay for anything more with them as I had found a cheaper place. They took my dog without me to give him the shot and returned within seconds. I did not witness the shot. The next day I received a call telling me there was a computer glitch and that I did owe them for the shot. The shot that I told them I did not want if it wasn't included. I have since received several statements with post it notes explaining that the accounting person had made a mistake and again said I owe them more money.

  Business response

  12/30/2022

  In response to ****************** complaint about being asked to pay for a vaccine and dewormer and questioning our honesty in giving a vaccine not in her presence, we have signed estimates for everything that she had requested be done for her pet, our hospital is under video surveillance so we have video evidence the vaccination was given. We can provide this at your request if needed. She did not tell our staff that she did not want the vaccine if it was not included. She just demanded that it was included in the initial payment (it was not and shows as such on the first signed estimate) and that she not be contacted anymore about it. We contacted her the next day and sent her a full detailed invoice print out with written explanations to let her know why exactly she still owed the money, in the hopes that a visual would help her see what she was misunderstanding. The services were performed after signed approval from ************** and therefore the leftover balance is what she owes. 

  Customer response

  12/30/2022

   
  Complaint: 18644624
  
  I am rejecting this response because: I did ask if the vaccinations were included in my initial visit and was told YES by the receptionist and vet tech or whomever she was that gave my dog the shot.  Why would I agree to pay more money when I could have got the clinic that did his neutering a lot cheaper?  I would like to see the surveillance with audio that will prove that I asked before they injected him.  As far as the deworming medicine, I agree I owe that as they weren't able to process my payment due to computer issues.  He told me it was $14.00.  I will send a check for that amount.
  
  Sincerely,
  
  *******************

  Business response

  01/02/2023

  ****************, 

  We apologize but there is not audio on our video surveillance. We did however see in the video that protocol was not followed the evening that you brought **** in for his final DA2PP vaccine. The vaccine was definitely given however, like I said our protocols were not followed by the assistant that helped you that night, and an estimate was not given to you. We will take the remaining balance for the final vaccine off of your account and all that will be left is for the dewormer. We ask that you remove the complaint with the BBB as we are trying to make this right for you and are sorry that this was your experience with our clinic. We strive to provide high quality medicine to our patients. We hope that you receive great care at the other vet you have found, **** definitely deserves the best.

  Customer response

  01/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

*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. ↩