ComplaintsforNorterra Animal Hospital & Grooming

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my beloved husky their for the first time . They did blood work and other tests and have me meds before getting the result. Husky didnt get better every time I called it would be finish the meds and call. The meds finished I called and they refilled it not even knowing about a negative blood work unti the second doctor mentioned it. I urged to get an appointment and after several times of being busy and telling me miss information I get on with the doctor . They failed to diagnose her correctly. They told me to do an ultra sound I said okay . They gave me information to the ultra sound and then told me not to call and wait that they might get me in with those doctor that goes to them. I called them and text message asking still waiting for the ultra sound my dog turned worse in that time I called them back and they said we can euthanize her for you . All they care about is money not the health of your pet. I took my dog to the emergency and did an ultra sound and was told she had cancer and was not treatable . This was very heartbreaking to my family. Shame on them for taking advantage of me and many others.

  

  Business response

  06/13/2022

  We are disappointed to hear that Ms. ******* is dissatisfied with the services we provided to her and her sweet pup, Kobe. Ms. ******* had a Veterinary appointment scheduled with us for 9/22/2021 to look at scabbing on the patients skin, and contacted us to request a Grooming appointment ASAP as the puppy had gotten out/lost and was very dirty. Through documented text messages, we advised Ms. ******* that our earliest grooming appointment was 9/9/2022, but recommended that the scabbing be addressed prior to grooming. The client advised they were unable to find veterinary appointments available sooner elsewhere. We reached out to offer a veterinary appointment on 9/3/2022 (had a cancellation) and advised that we would not be able to groom the patient the same day in order to have the scabbing heal first (Grooming appointment still scheduled for 9/9/2022).
  
  At the 9/3 veterinary appointment, Ms. ******* was upset that we couldnt immediately proceed to grooming, despite being advised of this previously. Ms. ******* returned on 9/9 for Grooming appointment, and at checkout advised that the Manager had offered her a discount. Ms. ******* was unhappy that she wasnt receiving a discount, unhappy with the groom required to remove the matting, and checked-out while advising us that she would be posting negative reviews everywhere. In follow up, our Manager reached out to Ms. ******* to better understand the frustration and challenges. This was the first time our Manager had spoken with Ms. *******, so was able to clarify that she had never offered a discount as they had never spoken before. Ms. ******* advised she was ending the call and would not be coming back. Unfortunately it sounds like some misunderstandings may have occurred, and we apologized to Ms. ******* for any inconvenience.

*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. ↩