Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a quote by ***** for my Yorkie to be neutered on 8/15/2024. The amount of the quote was given to me yesterday 8/14/2024 over the phone for $176.00 for the neuter and a pain shot, she asked if I needed a collar, I said no I have one that I will bring in when my daughter drops him off. My daughter dropped our Yorkie off this morning and told the receptionist she had his collar and who does she give it to for when he is done with surgery, the receptionist took the collar from my daughter. Moving forward to thi afternoon my daughter goes to pick our dog up at 4:30pm and I notice a charge from San Joaquin Vet for $200 dollars. So I called the vet and asked what the addition amount of $24 dollars was for, and ***** said it's for a collar, I told her my daughter brought one in and gave it to the receptionist. ***** asked me to hold for a moment to check on where our collar was, she then came back on the phone and was extremely rude to me and said we gave him a cone because we didn't know he already had a cone, I asked her how could you not know whn it was dropped off, she then said oh do you mean the Grey collar I said yes it's funny how you know the color but didn't know we dropped his collar of with him. I told her I did not agree to an additional charge for somethin I already had and had just spoken to you about it on the phone yesterday when you said to bring your cone if you have one and I specifically said es we will and yes I have my own. She didn't say I'm sorry for the confusion and will get you a refund, no she was so rude and said if you want your money back then you need to bring our cone back. I told her I work 30 minute away and cannot make it in time and how horrible customer service this is. I said I would bring it in tomorrow for my refund and what shame it is that they charged me with out my knowledge and without calling me to verify to an additional charge, ***** said we don;t call you to tell you we are charging you anything additional.

  Business Response

  Date: 09/04/2024

  In response to this complaint. She dropped her pet off August 16th 2024. She did advised the front staff she had a cone a for the dog  After surgery the dog was licking at its incision with the type of cone the owner had brought so for the best interests of the pet we placed on of ours that was better suited and the pet was unable to lick at the incision. Owner daughter came to pick up the pet and did not say anything about the cone charge and or that she refused to take it. Owner then called after the daughter left and said they had there's and didn't want the one we sent she was advised that the one they had was not adequate the the pet could still lick and for the pets health and well being from a major surgery we sent the cone that pet could not reach its incision. Owner was upset that she was not advised the additional charge even though daughter paid it and didn't mention anything to the girls up front. We then offered for her to bring it back and we would give her a full refund owner was rude and yelling the entire time and said we offer awful customer service and she didn't want to drive all that way to bring the cone back. We made notes in patients chart and account as owner was offered a full refund she didn't want to take and also we did what was best for the pets health so we did provide customer service and care to her pet. 
  
  
  Thanks, ****************  

  Customer Answer

  Date: 09/04/2024

   I am rejecting this response because: My daughter who was doing me a favor in dropping my dog off, did not understand the difference on why you guys put your own collar on him, the collar I brought was more than sufficient to keep him from licking himself. I called SJV immediately after I saw the the extra dollar amount come out of my bank account which I did not authorize, and it was well known by the person I spoke with the day before my dogs appointment that their were to be no additional fees other than the ones we discussed prior to the appointment. Your staff should have payed attention to what you and your customer had agreed upon. I was very upset due to the fact that no one that I spoke with after this happened had apologized for your error and that is considered horrible customer service. The other cheap plastic collar was not needed, our own collar that we bought and brought in for him to wear and fit worked just fine, he stayed in our cone for the whole duration of his healing and didn't have on incident. I was still at work which is a 30 minute drive and didn't feel it was my responsibility to leave work early having to drive all the way to my home to get their collar and then take it back to their office before they closed, not only would I have been losing money for taking time off to get to them in time but had as well as I get cheaper mile on my car insurance.All of this could have been solved had they not tried doing a bate and switch on me in trying to get more money from me and lying saying my collar didn't work. I had no idea I was going to be charged for an item that I didn't need, mine was sufficient and worked fine without him being able to lick his wound. This is absolutely unbelievable worst business practice ever, I will not stand for it and I will do whatever I need to do about warning others about this businesses fraudulent charges to my credit card!
  
  
  

  Business Response

  Date: 09/05/2024

  Again you where offered to bring the cone back for a full refund not just that day but anytime and we would refund that to you. As far as the additional cost for the cone absolutely if we feel that patients own cone doesn't work well or they don't have one and we need to place one on the patient for better health of the patient and wound care absolutely! Also at any time your daughter could of question it and or called you if you are the responsible party to tell us over the phone prior to her leaving that you did not want the cone and we would note your records of you declining it. Now I am sorry you feel us going above and beyond for patient care is not good customer ******************** so you should find another veterinary that will give you the care you want. As we will always make sure patients leave here with everything and anything they need like a cone to make sure we are providing the care they need! 

  Customer Answer

  Date: 09/06/2024

   I am rejecting this response because: 

  It is untruthful and you have yet to take accountability for your extremely rude business behavior. My daughter did not have a clue what was going on until I called her after I spoke with ***** on the phone. My daughter was doing me a favor and is not involved in my finances, she had no idea as to the amount that I was charged since she had not received any documents from your office that there was going to be an additional charge for your cone, she knew I was purchasing my own and she was to take it with her when she dropped our dog off. Once again I spoke with your office on 8/15/2024 and we discussed all charges for only the neutering and pain medicine, I declined everything else that they were trying to up sale me on. I repeatedly declined over and over again for anything additional. I wasn't told that I may be charged extra for a cone if mine didn't work correctly. My cone worked fine it's a mistake on your part due to being negligent and fraudulent with billing my credit card over on the prior agreement amount. On 8/16/2024 when I saw the additional charges to my bank account with the bank card that you have on file, that's when I called at 4:35pm to figure out what happened, no one knew what the extra charge was for, finally after being put on hold several times someone says oh it's for a cone. The real truth here is that San Joaquin Veterinary Hospital has the worst fraudulent business practice I have ever encountered in my life! Yesterday I decided to post a review on ****** and Yelp and I was utterly amazed at all the negative reviews, 12 pages worth that had people saying how this company is money hungry and to stay away from this business and to never take your animals there, that clarifies so much to me, and after reading how so many had the same feedback of how negative this office is, it finally made me feel heard! Not once have you as a manager said we are so sorry for the mistake and yes we should have called you to confirm before we charged your credit card without your knowledge, that is fraud pure and simple. Also, let me make it clear that I wasn't given the choice of any other day than that day to bring the used cone back to your office, except for that day. My daughter is not responsible to call me and tell me anything that she has no clue about, when I called her after I talked to your office she was at home with our very drugged up puppy and had NO IDEA that I was charged for the cone, she told me they never explained anything to me. I'll make it clear one more time that I work on the other side of town and my work hours do not coincidence with your office hours. By the time I get home your office is closed.

  
  

• Initial Complaint

  Date:02/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought both of my dogs Holly and Buddy into the San Joaquin veterinarian hospital on November 9th 2022 because of ear mites and worms they were treated. I paid $466.64 It didn't work I called on January 30 2023 I was prescribed tri-wormer caps by the receptionist. I picked up on February 2 2023 I paid $100 they did not work I called on February 10th and told them the Tri-Wormers did not work Receptionist said well it wouldn't have worked anyways ( after asking me what they looked like in the feces) which wasnt asked before because of the type of worms that they were. I want my $100 back Im not wanting the $466 back regardless that the vet did not fix the problem nor did the tri-wormer Caps fix the problem . A doctor didn't prescribe them the receptionist did and I would like my $100 back

  Business Response

  Date: 03/03/2023

  Hello as to this compliant as far as the tri-wormer goes for the January 30th, Owner called in and requested a prescription for dewormed as she said her dogs look like they have worms in the stools, which we gladly advised her she can come douwn and pick it up whenever or purchases dewormer over the counter at a pet store. She choose to come in and purchase it with us. As to her actual appointment she had November 9th. We already have alerts on this account as owner wanted her money back for services provided that she ok'd and saying that nothing worked for her dogs that we did a month later. She was advised she can do a follow up appointment if she felt her dogs issues were not resolved and did not. This owner has done nothing but complain every time she comes in for something she has made and appointment for and or requested medications.