ComplaintsforAnimal Dental Clinic

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi,My dog ***** a major tooth in Spring 2023 and it needs to be capped. My vet referred me to Animal Dental Clinic in **************** and I paid a $250 consultation fee and then fees for my dog's bloodwork. They scheduled my dog's oral surgery for August 2023 which concerned me because it was a few months away but I agreed. They contacted me and postponed his surgery to October. This is a major tooth and needs to be repaired ASAP - the root is exposed. If they did not have availability to complete the procedure within 6-9 months of the request then they should NOT be accepting new patients. I want a full refund for the $250 consultation and cost of the blood work and medication.

  Business response

  08/31/2023

  Client and patient were seen for consultation for non-emergency dental problem at Animal Dental Clinic, with plan for second visit for patient treatment. Attending Dr had medical emergency and treatment needed to be rescheduled. Client was unhappy with original treatment appointment offered and threatened BBB complaint. I replied that we have since rearranged schedule and can offer her the first treatment appointment following Drs return from leave, however we are unable to provide care in the absence of mutual trust demonstrated by threat of BBB complaint. A valid Veterinarian-Client-Patient relationship is a legal and ethical requirement to provide care for an animal patient; in addition to medical examination of patient, this requires mutual trust and goodwill. Client accepted the sooner treatment appointment but never acknowledged that the complaint was actually made or that the threat was inappropriate or made hastily. When I received the complaint letter, I discussed with client that we are surprised but are unable to provide care of patient in the face of pending complaint. Client indicated she requested the complaint be closed, but BBB confirms no communication from client has been received following the initial filing of the complaint, and no attempt to retract the claim have been made. It is not in patients best medical interest to proceed with treatment in the face of obvious breach of trust between client and clinic, so treatment appointment has been canceled, and consultation appointment was refunded in full. We wish client had taken a different approach in communicating that the initial treatment appointment offered didnt work for her, but wish client and patient the best going forward. Client has been provided a directory of other Drs who can provide similar services for patient.

  Customer response

  08/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  From: Pat S
  Sent: Thursday, August 31, 2023 1:29 PM
  To: ************************* <*******************>
  Subject: RE: You have a New Message from BBB Serving ********************** and Northern Coastal **********, Complaint #********

   

  Hello,

   

  This complaint will be closed and reported as resolved.

   

  Best regards,

   

  Pat S,

  Disputes Resolution Specialist

  BBB serving the ********************** and Northern Coastal **********

  p: ************

  BBB.org

   

  

  

   

  From: ************************* <*******************>
  Sent: Thursday, August 31, 2023 1:23 PM
  To: Pat S <************************************>
  Subject: Fwd: You have a New Message from BBB Serving ********************** and Northern Coastal **********, Complaint #********

   

  Hi Pat,

   

  I would like to cancel this complaint. The issue has been resolved. Please contact the Annimal Dental Clinic to inform them that this complaint has been cancelled. Let me know if you have any questions.

   

  Thank you,
  ******

   

   

   

  
  Sincerely,
  
  *************************

*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. ↩