ComplaintsforNot Just 4 Paws

• Initial Complaint

  07/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my dog to this place and had his **** glands cleaned. I was told they were cleaned and expressed normal. My dog kept chasing his behind like something was wrong. I took him back and had them cleaned again. I was told they were cleaned and normal. I spoke with the vet who told me she thinks it could be allergies. I knew something was wrong with my dog. I took him to my old family vet in *********. HIS **** GLANDS WERE SEVERELY INFECTED! I had to take my dog to have infusions once a week for 3 weeks after that as well as have him on an antibiotic. Over 400 dollars later, my dogs **** glands have healed. I contacted the office manager, ******, at Not Just 4 Paws to be compensated since this shouldnt have happened. I have never been treated so horribly in my life by someone whos supposedly in customer service! I was laughed at. Told I just didnt want to hear her answer, I was told my current vet never said my dogs **** glands were infected (which he sent over a detailed report stating they were!). ****** told me she has one of the best teams in **********. I beg to differ. They are negligent! And when I said that, I was screamed at and told that she is protective of her staff. I now have an open case with the veterinary ***** of California reporting her as well. ****** is rude, condescending, and the most unprofessional person Ive seen. I was told I would be contacted by their COO, which never called me. Big surprise. I have put in complaints with other agencies and will NEVER recommend them to anyone I know or who asks.

  Business response

  07/22/2024

  On 5/9/24 Ms. ************* came in with her pet and her pet received an **** gland expression.  It was notated that they were full and expressed easily with no documentation of an infection stated anywhere.  Now fast forward 22 days later ****************** calls and demands that she be compensated for her dogs **** gland infection that was found at another vet.  The  pet was seen on 5/31/24 by another veterinary hospital.  Again 22 days after the appointment at our facility.  When I spoke to ****************** I asked her why she did not contact us within a week of the visit if there was an issue and why she is just now calling 22 days after the initial visit? I also asked her if there was an issue, why did she wait 22 days to have her pet seen at another veterinary hospital.  ****************** did not like my response and was extremely rude on the phone so she received the same energy as she was giving.  Also, I find it ironic that she has waited over 30 days from the day of that conversation, to file this complaint. Just for further information we have only ever done 2 **** gland expressions on this pet 1/31/24 and 5/9/24.  We have not seen the pet since its 5/9/24 appointment. 

  Customer response

  07/22/2024

   I am rejecting this response because:
  
  ****** has made false claims about the phone call between herself and I and blatantly lied. I did NOT demand I be compensated. I stated that I wish for something to be done in regards to my bill since her staff was negligent with my dog. I have the records from my current vet stating, which I have also provided the veterinary ***** of California, my dogs **** glands were impacted. I have proof of the telephone conversation between her and I as well. This woman is lying. I requested that I speak to her supervisor and she said she would tell him to call me. He never did! ****** lied and said that nowhere did my current vet state they my dogs **** glands were infected, which is it most certainly listed on the records I have. My dogs **** glands did not become impacted in a 3 week period. Which is why I took him to another vet. I will say this again, ****** has ZERO customer service skills. She openly laughed at me when explaining to her the situation, then lies and says that I was combative. Again, I have proof of this conversation. 
  
  

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I took my 13 week puppy to see them in July 3rd at 4pm. Just for her puppy well visit as we had gotten her just a day and a half prior. They first stated she had a skin infection on her head that required medicated wipes twice a day. Recommended *****, and parvo testing which I agreed to. They came back in and stated she had parvo it was faint on the test but positive . And went over a ******* treatment plan. I accepted. And they tatted treatment. The vet techs came in and said I had to leave for them to give her the medication. Due to them being nervous doing said medications with owners around. After leaving my spouse and I took her to a 24 hour vet clinic. Where they stated she did not present with any symptoms and wished to re test her. Not even 2 hours later she tested negative. To the parvo test. Where we were then able to take her home. Contacted the not just 4 paws manager to tell her what had happened only for her to state they did nothing wrong with their care of my pet and family.

  Business response

  07/12/2024

  ************** brought her 13 week puppy in on July 3rd.  It was noted that the puppy had some diarrhea and had vomited.  Also the puppy for lack of a better word looked dumpy.  We did a parvo test on the pup and it came back positive.  We tested the throat (where the parvo virus starts) and the ****.  We went over treatment and received the approval from the owner.  We gave the pup monoclonal antibodies which begin to work immediately, among the other treatments listed on the invoice.  We did treatment based on the lab results. She then took her pup to another veterinary hospital a few hours later after our treatments were completed and they took a ***** sample from the pup and  that test came back negative.  Owner was upset because she was convinced that we should have retested pet.  False negative results are more common when ONLY testing the *****.  That is why we ALWAYS TEST THE THROAT AND A*** AND NOT RELY ON *****.  As stated above the Parvo virus starts in the throat.  I tried to explain this to Owner how the virus begins and how the testing was different and that would be the reason for the different outcomes of the test as both hospitals use the same IDEXX Parvo Test. Now I know this could be frustrating for **************.  Our doctor and our team stand by the test and we did the treatments according to that positive test.  At any time the Owner could have declined treatment.  She declined blood work and other treatments offered that day (you can see on the receipts she submitted to you).  Please let me know if you need any further information.

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