ComplaintsforEast Mountain Animal Hospital

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased an urn for our deceased cat about a month ago. We were told and billed at the time for the urn and cremation. Today went we went for a vet visit they charged us 18 dollars for a name tag we were told was free. When i called to dispute this the lady on the phone told us too bad we were charged for it now you have to pay. I want a refund on the item i was told was free.

  Business response

  13/05/2023

  All deceased pets are sent to a company called *******. While staff was doing the appointment, client was advised that ******* might have changed their policy and was making engraving a charge. Female client said that was fine. We then received our Statement from ******* and they had charged us for the engraving on the clients urn. We then added the charges to the account. Client came in with other pet and was advised by the staff that the engraving was added to his invoice, at which time client said nothing. Client later went home then called and complained about the charge. Staff advised him that ******* had charged them and therefore they have to charge the client as we provided a service. Client then became very angry and said we just added charges , at which time the staff had already advised him of this at his appointment. As a business we provided a service and were charged for it by the outside company *******. I feel we did nothing wrong and were jsutified in charging for engraving that he received on his pets urn. 

  Customer response

  13/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: Neither of us were advised about the additional charge during our visit. It was only until after we had paid and recieved the invoice. At the time our pet died, we were not told about the price of this. During every visit, i, the male client was there with the pets so to claim the female client accepted these is a ***.
  
  Sincerely,
  
  ****** *********

  Business response

  18/05/2023

  Client was provided a service and therefore a charge was incurred because of the engraving on the urn. Staff member doing the appointment never stated anything about Engraving being free, and Both female and male attended the appointment. I am sorry the client is upset for a charge that he asked for, and as a business we have the right to charge the client for the service we provided. 

  Customer response

  24/05/2023

  
  Complaint: ********
  
  Sarcasm wont get you out of this one. The engraving isnt even on the urn, its on a cheap wooden heart thats glued to the urn. Even so, you added the charge to the bill without mention of it. It wouldnt make sense to be upset about an 18 dollar charge i asked for, as opposed to anything else you charge for thats genuinely expensive. If youre willing to lose a client over an 18 dollar mistake your business made then so be it. 
  
  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. ↩