ComplaintsforCrow Hill Veterinary Hospital

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Service date 7/10/24 We spent about $400 on our annual for our dogs for heartworm check (for meds) and annual care. We are now being denied continued care by your front desk associate, see below. We were simply looking for a medication refill our dog has been on for years, but were instead treated with lies, disrespect, and hostility. All for a heartworm medication that has been around for 60 years. All for a simple refill that, instead, the staff wanted to charge us another $35 to call in. (With one phone call to another vet, they offered to do it free of charge - and we're not even their patients).We had experienced first-hand (and now have recording) of the front desk receptionist's lying and unprofessionalism. I called for our records to be emailed, having had no communication prior to her, and after just telling her my last name - she jumped to offering to close our account, I declined, but she said she would be anyway. I'd chalk this up to someone just having a bad day, but I've had nothing but attitude and snide remarks from this front desk worker in the past. After having just paid hundreds of dollars for our dogs annual care, we will have no choice but to now dispute the credit card charges - now with the proof of the receptionist closing our account after I told her there's no need to do so.We asked to speak to the Owner, but the staff was not willing to connect us or give us even a name/phone number. Hoping to hear back from the Owner to advise/resolve our issues directly, prior to filing a formal complaint next with Colorado SVBM, and disputing the credit card charges of our last visit due to your staff closing our account without our consent (I have the video of this conversation to provide). Crow Hill ***** also responded to my ****** review advising me to email the owner with the 'email' provided, but have still never provided, as that's all that we asked for originally. Continually showing refusal to allow us to voice our concerns properly.

  Business response

  07/19/2024

  This customer is angry because last year we informed all our clients that we would no longer will call in any prescriptions to a pharmacy with out charging a 35$ fee.  We rented out the prescription for the customer to mail into Chewy from their home.  They at this point got belligerent with my tech and call her a b**** and hung.   We are under no obligation to put up with any treatment.  They called back and got snotty with a second tech, we closed their client file and will not be communicating with them further.    It can take up to 30 minutes for someone to sit on the phone to call in a prescription and was taking up to my staffs time, which was explained to all our clients in an email months ahead of the policy change.  I was also posted in our lobby at the time.   We have contacted our attorney to send a cease and desist, as they are slandering every thing on social media..

  Customer response

  08/15/2024

  Complaint: 22015191
  
  I am rejecting this response because: while we never called any staff, ANY names, but have no proof to show otherwise that the organization is lying about that - we DO have proof regarding this '2nd call that I was snooty to a staff member', as I recorded the call. My demeanor was calm and inquisitive, everyone will see that, as this was my first time speaking with the organization. The staff here is doing nothing but covering their butts, as no one will allow me to speak to the owner. It's all we've been asking. It's a pretty simple thing. Yet no one will provide their information, as I advised I would take down my bad reviews AND remove my BBB complaint if someone would have them call me so I can advise them, and show them the video I have of their staff's abuse of power. 

  You and your staff need some serious training in customer service. 

  I'm looking forward to posting this phone call on social media, along with your BBB response, to prove this company's lies against customers. 
  
  Regards,
  
  ***************************

*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. ↩