ComplaintsforPlanned Pethood Plus, Inc.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my dog to Planned Pethood because he was in a great deal of pain from enlarged testicles. I was referred to them by a low-cost Clinic that does spay and neutering because they were supposed to be a low cost Clinic as well. Upon completing my intake paperwork my dog was quickly shuffled off to be looked at (not sure who was doing the looking) to be told that he needed to be neutered and because he hadn't eaten in a day and a half he would have to be kept overnight. I inquired as to the cost of this procedure and the stay, I was told that it could go upwards to $2,000. When I explained to them that that was more than I could afford I was offered financing options. I explained that I was told that they charged by assessing a sliding income. I was told that that was incorrect that they are a low-cost veterinary clinic. If $2,000 is low cost I'd hate to see what a normal veterinarian would charge. My biggest complaint was that the administrators at the front desk decided to call me a week later to check up on my pet which at first I thought was very nice and polite however after explaining to them that I had been caring for him myself until I can get an appointment for him to see a a clinic I could afford I was threatened with animal control and a charge of animal neglect. I can only assume it was because they want me to bring my pet back to them and pay an exorbitant amount of money to have him cared for. I wouldn't do it anyway because they're an hour away from my home and don't offer the services that I was told by another ***************** that they offer. I'm not seeking any restitution simply want others to know what's going on with this particular Clinic. I feel they believe that they're above the law and they have done other pet owners very wrongly without any consequence.

  Business response

  05/14/2024

  Several issues, first this dog needed a full work up, blood, x-rays, maybe ultrasound, surgery and would have stayed with us several days..We top out at ******************** complex soft tissue issues and 2500 for bone surgeries. Certainly, an owner has the options to go anywhere but I know for a fact the dog had not received a good week after presenting to us. That is neglect. We work with people and give them ways to raise funds, we write off a lot of costs, and in the end the owner just walked out and never came back in to say she needed more help and could we do something right now. We would have happily treated her dog and figure things out but since she decided to walk out and not come back we could not really make things better. Since COVID many things have gone up a lot and we are paying more for our help than ever before and still below what many could make working for a for-profit. At some point people need to take responsibility for the animals in their care. The **** runs a clinic and have millions in the bank, we dont. I am always willing to work with people who i believe truly care for their pet and want to work with us. Not sure who quoted or what all they told the owner but in the end with a little effort we could have helped with her dog and the bill..I do suspect cancer or another testicular issue all easily preventable buy neutering earlier in life. this was not a walk in and walk out case in any way that i am sure of..I truly wish owners would talk to us more and understand we bust our butts daily to help as many people and their pets that we can. We dont get government funding and while we do get donations that does not pay all the bills. No animal should suffer needlessly..

   

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I waited 3 hours to get my dog his updated shots. I walked outside to give water to my other dog. They charged me 40 dollars for walking outside.

  Business response

  12/26/2023

  Not sure how to respond, we have not been at that address for about 6 months..we have not had 3 hour  wait time for vaccine clinics in years..We dont charge an exam fee on saturdays, but if people want a full exam that do pay 40 dollars to see the doctor..I need more clarification..In the end we are about the least expensive around when it come to shots and most major surgeries..More communication the day of the event from complainant might have helped the situation..

   

• Initial Complaint

  03/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  See uploaded documents

  Business response

  03/19/2023

  I will start by saying i am truly sorry for the loss of ****..There is always a risk to surgery and we have a death rate about half of the national average but in the end any death is a tragedy..Many dogs have been poorly breed and come with increased risk and we do take that into account.. Brachycephalic dogs are one, and we give extra drugs, we leave then tubed longer, we set their heads up on towels, like all our surgeries we have them recover in the surgery room literally at our feet..They are on a heated floor or a padded floor with blankets and there are 6 to 12 people around at all times..Things can happen in a matter of seconds and we do respond immediately..I was not in the building during the recovery for **** but right after i came in it was noticed he had stopped breathing and we did proceed to CPR..We are proud of the work we do and are here for the animals..Our protocols are designed to reduce risk but nothing is ever 100%..There have been assumptions and speculations that are not true and taken way out of context that i feel i have no need to address..Iam sorry for the loss of **** and if any individual wants to come in and hang out in our surgery room for the day to see how we do things then they are welcome..I have had literally dozens of vets and vet students come through my facility and not one has ever voiced a complaint against me or the way we do our anesthesia and recoveries.. 

• Initial Complaint

  03/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My dog ******* was seen at this clinic last when he got his booster before I moved out of state. I have an appointment for ******* at a vet here where I live and they wanted his records. I called the number provided and never could get a live person I was directed to a voicemail which states they would respond within ************************************ I waited for 4 days no email no call I called again left a message to be called again the message said allow up to ************************************************************************************************************************ 2 days and conveniently they are closed Monday which means I will have no record to bring to my new vet. I'm so disappointed because I really liked this company until now. They have no after hours number to call and no live person to answer calls why? It's really frustrating.

  Business response

  03/15/2023

  We apologize for not being able to get back to ******************* in an timely manner. Like many companies we are still very busy and short staffed. We did get the records that ******************* requested to her via email on Sunday March 12, prior to her other vet appointment. We are in the process of also finding a new phone service since we seem to be having many messages that are not coming through. Again we apologize for any inconvenience that this may have caused.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went into Planned Pethood on June 11th for the vaccine clinic. I arrived at the location at 8:30 and got into the building around 11:30ish. I had originally purchased 3 shots for my dog and then got the confirmation of his original vet that only 1 shot was needed. I communicated to the female technician and she told me that if I can get the records sent over again they would be able to take the other two shots off. I then asked if they would have my dogs records due to him being in there last October for getting neutered and has not had any vaccinations sense. They had said that their emails were in a overall email box and do not have each email connected to each patient so it would take them a while to go and find the email back from October. I then called The original Vet up and had them email over the records within two minutes. It was than an issue because the records were not clear of whether the shot my dog had received were one year or three-year shots. Then who I believe to claim to be the manager, her name was ******** if I recall, told the technician Jazz (very rude) to give me a total refund. All of this communication was being communicated in the right corner of the office by the water fountains as there was no Hollering or cussing. I was then called a week later and was told to not return due to FALSE Accusation. It really shows how unprofessional and untrustworthy your staff are by claiming false accusations and then discriminating and turning away customers for NO reason. It was very mind-boggling that I had a got false accusations saying I was screaming and cussing, making a scene, when I very well should have, as they are claiming. As a legitimate company you will go back and watch your cameras and know what is REALLY and how untrustworthy your employees are.

  Business response

  06/23/2022

  On June 11th, ***************** came into the clinic to get vaccinations for her dog Apollo. We did not have vaccinations records in our computer system, so the receptionist assisting, Jaz, asked ***************** for vaccination records so we could see what vaccinations were due as ***************** wasn't sure off the top of her head. ***************** stated that we should have proof of the vaccines that were sent over in October of 2021 for Apollo's castration appointment. I pulled Apollo's chart and checked the records that were attached. Upon review of the records, it us undeterminable what vaccines were current or not as there was not a due date or evidence of whether or not the vaccines were good for one or three years. I explained to *****************, that typically when dogs get their first series of vaccines, they are only good for 1 year. We agreed to go ahead and give the Rabies and DHPP good for three years and Leptospirosis for 1 year. Jazz then checked ***************** out. A short time later, the technician that was administering the vaccines, let me know that ***************** was on the phone with her veterinarian and stating that Apollo was current on his vaccines and she did not want to get the. I spoke with ***************** again and asked that she have her veterinarian send the records they have of the vaccines so we could update our records. ***************** became agitated and cussing, stating that this was ridiculous. We did receive the records from the other clinic, but they were the same exact records we already had. I explained this to ***************** who became even more agitated and raising her voice stating that I could talk to the other clinic if i wanted to and cussing about how the whole process with this was. I let her know i did not need to speak with them and that we would give her a full refund. The refund was processed and ***************** was given a receipt. At this point, ***************** became even more upset stating she wanted to still get the third vaccine, Leptospirosis. ***************** was then informed that we would not give the vaccine and she could go back to the other clinic. ***************** raised her voice again, cussing, stating again we were ridiculous and left the clinic. A note was then left for the manager in regards to ********************* behavior. We do have a company policy that we do not tolerate cussing or raising your voice at staff. This note was also followed up with two other witnesses.  Thank You, ********

  Customer response

  06/24/2022

   
  Complaint: 17442037
  
  I am rejecting this response because:Planned Pethood is stating there was hollering and cussing. Everything in the response is accurate EXPECT the HOLLERING AND CUSSING. There was never any hollering nor cussing as Ive stayed before. If you would go and watch cameras you will **********, nothing but a conversation being communicated. Its astonishing that a company will still continue to LIE and accuse customers of behaviors that did not happen. I did address that the event was ridiculous, simply because, I requested a higher managers number and not was given. I then asked for the corporate number and was denied again. I will continue to follow up on this complaint with higher authority. To Note: I was sent a receipt and Rabies tag on June 16th from the company stating my animal got the three shots. This is FALSE again! A company cannot have records of a doctors administering a shot if it was never given. That is false information as well fraud in record form. I will not let a company accuse myself of actions I DID NOT do. Planned Pethood is a very untrustworthy company with very Unprofessional employees.  
  
  Sincerely,
  
  *****************************

  Business response

  06/28/2022

  In regards to the paperwork that was sent out unfortunately clients leave paperwork behind all the time and it gets mailed out to them, I am sorry if you got those in the mail the information has been taken out of our system. In regards to "looking" on the cameras we do not have audio so that will not help me looking into this matter. Other than the employees that you named I did speak with other employees who where here and not involved in the situation, but did witness what had happened and they confirmed that there was cussing at employees. PPI has a no tolerance policy for this language towards our employees. As for phone numbers all we have is our main line that you can leave a message for a manager to call you back to discuss any situation that you have. We are a non-profit and not part of a corporation so we do not have a corporate number. On Saturdays we offer our low cost vaccination clinic and we do vaccines off of what the clients say they need, can provide from another vet or what is in our system. We do not have the staff or time to call other clinic's to see what is needed for patients, we leave this responsibility to the owners. I am sorry this situation happened but off of what I have been informed from my employees we are still asking for ***************** to return to her other vet clinic for future services. In the original complaint from ***************** she said her Desired Settlement is "No further contact by the business". PPI is willing to honor this request. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ******* got hip surgery. I was given post op instructions which does not include post op peeing or pooping. It has been 4 days I call daily multiple times asking what I need to do tomorrow will be the 5th day or no pee or p*** and she's eating and drinking. I have emailed them as well. They never respond. never had a pre discussion, never met vet coming or going. And the oy call they took was requesting a surgery that was needed. After they got money, they can't be reached despite this emergency

  Business response

  04/29/2022

  On Friday April 22nd 2022, *************** brought in her dog Pepper for the *** hip surgery. *********** picked up Pepper on Saturday April 23rd. The after care direction we gave the owner were about the surgery. As for the not urination or having a BM is not a normal concern for post op instructions. *********** stated in her complaint that I had been going on 5v days when she made the complaint to the BBB, which is was not. We are closed on Sunday's and Monday's and after receiving *************** voicemail she was contact Tuesday April 26th, 3 days after taking her dog home and the first day we were open again. Upon talking to *********** on Tuesday April 22nd, around 10:30am she was offered to bring her dog Pepper over for us to do an abdominal x-ray to check and see if Pepper was constipated, but she declined due to how far she lives from us. I then offered for her to bring in Pepper the next morning for the same thing, x-ray, but she didn't show up then either. I can only address owner concerns when we are open and receive the messages with the concerns. If we are closed we do not have any staff in to call owners back. Due to the timing of the surgery, phone calls and our regular working hours, I don't think there was any better way to address any concerns other than calling as soon as we were opened again, which I, personally, did. 

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*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. ↩