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ComplaintsforAspen Arbor Animal Hospital
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Complaint Details
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Initial Complaint
08/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Aspen Arbor has refused/delayed authorizing a routine prescription for Heartgard though an external vendor twice, while promoting the same product at a discounted rate if purchased directly though them.This is preventive medicine for what could develop into a deadly disease.Ive reported them to the state board as well.Initial Complaint
05/09/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I was upsold unnecessary surgery for my dog. The veterinarian performing the surgery did a poor job and I had to have the surgery redone by another veterinarian.Business response
06/07/2022
This pet parent was not "up sold" anything. She brought her dog to our veterinary hospital 5-days after it was attacked by the owners other two dogs. An intact male Cane Corso and pregnant female Cane Corso. The dog was in critical condition with sever bite wounds and tissue trauma around it's neck, throat and limbs. The pet owner was made aware of the complications due to the amount of necrotic tissue present and was told several times that multiple surgeries and bandage changes would be needed to repair the extensive damage done by her other two dogs. She was also told multiple time there was a high rate of failure due to amount of dead tissue present. She agreed to proceed with surgical repair.
When she returned several days later for a recheck exam on the patient, the doctor again explained further surgeries would be needed to address the necrotic tissue. She stated she did not have the money to pay for the surgical procedures and stated we should do the work at no cost to her. The male companion who was with the pet parent started yelling at and threatening one of our doctors and veterinary nurses while in the exam room. They we both asked to immediately leave the premises. They both refused. We had to call the **************************** to have them removed. We have a zero tolerance policy for people who verbally or physically threaten anyone on our team.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.