ComplaintsforMidnight Sun Animal Hospital + Emergency Services
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Complaint Details
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Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 6/26 I contacted MSAC for an appoint for my pet. I was told I would have to pre-pay $94 for the vet appt because they have had so many no shows and are not able to fill the spot. I was not happy to have to pre-pay but did it anyway. I was not informed of any other rules, conditions or stipulations regarding the new policy. On 6/27 I made the decision to cancel the appointment which was the next day, I called the clinic in the A.M. to cancel and request another refill for my pet's meds and I was told by the receptionist that I could use the 94 prepay to purchase the meds. Which I agreed to. I had to ask when the meds would be ready and she very curtly told me they would call me and hung up. I waited all day 6/27, 6/28 , Sunday was 6/29 so I won't count that day, all day 7/1, no call. On 7/2 I stopped into the clinic to pick up the meds, hoping they would be ready. The last dose had been given to my dog that morning. I stood at the counter for several minutes before I was even recognized. I was finally able to make my request for the meds for my pet. The receptionist can back from the closet where meds were kept and told me to wait just a moment, she left with the meds. I waited several minutes. She return to tell me that I would have to pay for the meds. That the receptionist who made the notes regarding my credit was not clear and she was off for the day. Rather than take the issue up with the receptionist in the lobby, I choose to go to my car and phone the clinic to speak to the office manager regarding this issue. I explained who I was and she then became combative on the phone and started speaking over me and would not let me talk which upset me further due to previous issues with the clinic and staff. My issue is 1) I was told I would have a credit 2) I have not received a refund 3) A written policy was not provided nor did they tell me that I was not eligible for a refund at any point, I was told I had credit. I want the $94 refunded.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.