ComplaintsforAmerican Veterinary Hospital

• Initial Complaint

  10/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October 7th, 2021, I had reached out to the business in question and inquired about their boarding program. The following day, I had called again to verify the final price that I would be paying for the services. I was quoted $440 for vaccinations, stool samples, and the cost of boarding. I was then charged $220 as this was my first time using their services and I was told that half of the payment would be required up front and the remainder would be due after. I had expected a $40 increase in price as I did request that the cats were bathed when I completed the application, but was told I needed to pay an additional $179 over what I had expected to be paying. After working out the communication errors with the manager, they agreed to reduce the price to $249 on pick up. I would consider that a perfect resolution, but once I got home, I was able to smell my cats and they reek of urine. I understand them not being bathed, but the lack of hygiene at all is terrible.

  Business response

  10/21/2021

  ****************,

  
  Let me first by saying I am sorry you are unhappy with theexperience you had with boarding your cats.
  When it comes to the pricing, I believe that was a communication error not onlyon our part but your as well.

  
  We did receive your initial call to inquire about the priceof boarding 2 cats, one of which we had never seen before. You spoke with ourreceptionist who quoted you the cost of the boarding fees and let you know bothcats must be up to date on the required vaccines and ***** testing to board. Thiswould be an additional charge to update what was required. (This policy is alsowritten in the boarding agreement form you signed and sent back prior to yourdrop off date) You acknowledged that the friendly kitty we had seen in the past(last seen in 2016) was behind on vaccinations and the new kitty you had inyour care was your sisters cat and you would check to see if vaccinationswhere current.

  
  Upon the day of drop off we had still not received any correspondencefrom you regarding either kitty being up to date on vaccinations. I myself,spoke with you on the phone at the time of drop-off, to let you know we wouldnot be able to board either cat without first updating the vaccines.
  Together on the phone we went over the pricing for updatingthe cats on their vaccinations as well as ***** testing. I explained also atthat time we needed a down payment since we were providing the service of vaccinationsat the time of boarding.  At no time didthe prices we discuss involve the charges that would be incurred for boardingfees. The cost alone for updating services needed was $190.00 per cat inaddition to the charge of $20.00 per day/per cat for a total of 4 days.
  Upon picking up I spoke with you again to resolve the matterof the misunderstanding. I took into account you had never used our boardingservices before and understood how pricing over the phone, just before droppingoff could get confusing.  I proceeded toadjust pricing by discounting your boarding by 10% , elected to not charge fora ***** sample, and credited you back 1 exam fee charge. When we settled thebill you were satisfied as our conversation consisted in detail of everythingthat was being paid for.

  
  Regarding bathing your cats. Unfortunately, we were not ableto bath them prior to pick up, however whenever any pet is discharged from our practice,we make sure to look over them to ensure their cleanliness prior to sending themhome. Cat kennels are cleaned out completely twice a day and new litter with aclean litter box is added. With that being said, most cats that board,including your own, choose to lay in their boxes during the day. This is notsomething we can control as we do not want to take away their litter boxes. Shouldwe have had an indication of any sort of smell we would have given them awaterless bath prior to leaving. I was surprised by this comment since younever made mention of it to our staff.

  
  If you would like to discuss any of issues in greater detailyou are always welcome to contact the practice directly as we welcome open dialogue.

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