ComplaintsforTrue Blue Veterinary Hospital

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April of 2018 when my puppy was 8 weeks old I purchased the deluxe puppy package from the vet that included the dogs spay.. I paid 449$ for the package and it stated that if the dog was over 10 months old or 50 pounds that an additional fee would have to be paid.. my paperwork said absolutely nothing about an expiration date just that an additional fee would be charged.. when I went in to schedule the appointment for spay in June of 2023 they told me that it had expired and I was given no other explanation.. I went home and retrieved all of my paperwork and records and in the upper right hand corner of my invoice it stated under upcoming appointment section : Deluxe puppy package 03-01-2040... when I emailed the company all of my paperwork and receipts they told me that had nothing to do with anything and it was just a randomly generated date that was basically for nothing and it had expired then they never answered any more of my email inquiries

  Business response

  03/25/2024

   

  Re: Complain ID#: ********

  Dear ***** Business Bureau,

  
  Thank you for the email notification regarding client complaint from Sonora **************************************** dated March 24, 2024. Complain ID is ********.
  In response to client complaint ********. *************************** did purchase a Deluxe Puppy Plan on April 6, 2018, with the total of $449.00 on April 6, 2018, at a discounted price. Which covered the following, four Physical Examinations, four Distemper Parvo vaccines( DHPP &DHLPP), one Oral Bordetella Vaccine, one Rabies vaccines, three dewormers, Two ***** Analysis,Microchip Implantation, Single dose of Heartworm and Flea Prevention and Spay or Neuter with pain injection, pain medication to go home and an e-collar at a discounted rate.
  The Deluxe plan did state that additional  charges would apply if the puppy was over 10 months old or more than 50 pounds additional fee apply. It also stated  next to Deluxe Package pricing location in parentheses, up to  1 year for vaccination; up to 6 months for spay or neuter.  In response to reminder on invoice dated March 3, 2040, is an auto generated a reminder that a notification to office that patient had her initial vet visit done .
  
  *************************** pet named ***** did received the follow services:
  Four Physical Examinations
  Four Distemper Parvo vaccines( DHPP &DHLPP)
  One Oral Bordetella Vaccine
  One Rabies vaccines, three dewormers
  One ***** Analysis,
  Microchip Implantation,
  Single dose of Heartworm and Flea Prevention
  
  On June 23,2023, *************************** came in for ***** for her annual preventive care exam.She mentions that she wanted to go ahead and have pet spay. The owner was explained that patient was now 5 years of age which exceeded Deluxe plan deadline which was up to 6 months for spay or neuter. ************************** said she would no longer bring the pet back to have spay surgery done with us. She asked for a refund  for spay surgery that was no longer going to be performed by us.  After calculating everything   together in services that were already done at a non-discounted rate, pet owner would actually owe company. The owner was explained that we could give her $50.00 towards surgery or we could give her the $50.00 towards her exam that was done on June 23,2023. The owner elected to take $50.00 for exam due that she was no longer going to come back for spay. Later  pet owner did email us paperwork that she had received back on April 6, 2018, where it did state that spay or neuter was up to a month. True Blue Veterinary Hospital attempted to call *************************** in response to her email and re- explain the situation and left a voicemail for her.

  
  

  Customer response

  03/25/2024

  I am rejecting this response because: nowhere on that paper does it say age limit of dog for spay.. it says up to 6 months

  ** if dog is over 10 months old additional fees will be required. 

  If the limit is 6 months old why are there additional fees if dog is over 10 months old? 

  The vet I had at time of purchase dr.*** agreed with me and my concerns in wanting to wait till dog was atleast over 2 years old to finish growing. 

  And I never received any voice-mail from you guys you just stopped responding to my emails once I sent proof of the documents that I had. 

  
  

  Business response

  04/08/2024

  We have already responded to pet owner's complaint I wish to no longer keep responding. Due that we have already address with her at time of her visit and pet owner took refund given day of visit. I wish to no longer respond to after sending our last response to client though to BBB. We wish to not get any more reminders regarding this complaint. What what would be our next step?

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