ComplaintsforFurever Vets Animal Hospital

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Forever Vets Plan only works if you can get an appointment. Our dog had been having diarrhea and when it got severe my husband called for an appointment. They said they had nothing available unless we wanted to drop him off and leave him for the day until they could get to him. Why would we kennel a dog that's dehydrated and sick until you could get to him? Also, he would just have to claw at the crate all day until they let him out to go diarrhea. How does any vet think this is an acceptable solution? We ended up going to our old vet and spent over $700 in x-rays, lab work, medicines, rehydration, etc. I went online and cancelled my Forever Vets plan. Someone called me from "client solutions" to ask why we cancelled. I told her it didn't make sense to pay for a plan we could not use on top of paying for treatment at our old vet. She said we would have to pay the balance. I asked for the statement to be emailed. She sent a dollar amount that was due rather than a statement, I replied asking for the detailed statement. No reply. Also, that same day, the Baymeadows Forever Vets manager called and deceivingly asked how **** was doing, but quickly went into arguing with me about how they did in fact offer me an appt. I asked what the purpose of the call was. She said she wanted me to know they did try to offer me an appt. So, basically she was defending the fact that I could have used their service. This is a revenue generating, non-caring business that preys on people who just want to take good care of their pets. After some phone-tag and emails, I finally got the statements. I offered to pay half of the $241.12 based on the fact that they were the ones in breach of the contract since we could not use their service. They claimed we did use their service, pointing out the previous visit. That's like Xfinity saying, sorry you don't have service now, but you did before. They're claiming $255.88 is due, adding service fees while I was waiting for an actual statement.

  Business response

  04/17/2023

  This report to the BBB from this client is very unfortunate for several reasons.  In no way did we inform the client we had nothing available.  Drop off appointments for pets with diarrhea are very common in the veterinary industry for many reasons.  Many pets with diarrhea require fluids and supervision so a drop off appointment is better in the long run for the pet so they can be monitored properly.  So drop off appointments are acceptable solutions for this type of diagnosis. The client did schedule two drop off appointments but they were unfortunately canceled by the client. The practice manager did reach out to this client as is our protocol for any client's pet when we are informed they are sick but ultimately did not bring their pet for an appointment.  Our core value of compassion requires us to reach out to any client to ensure the pet received proper care, whether at our clinic or another clinic.    Forever Vets is genuine in regards to making sure each of the pets in our care are taken care of.  During this conversation with the practice manager the client voiced concerns about the cost of the pets previous services - specifically a dental and why it was more than other costs.  The pet received more care than just a dental - he received a mass removal which is why the services cost more.  Unfortunately this client ended the phone conversation before a valid explanation could be given to her regarding the cost of previous services. Subsequently, the client canceled her wellness plan contract.  Per a signed wellness plan contract - if a client cancels a wellness plan contract before the contract ends there might be a balance due depending on previous services received.  This is the case here. We offer several ways for clients to pay any balance due and are always willing to work with clients to pay the balance.  It is unfortunate but it appears that we are at an impasse with this client which is never where we want to be as a company that values pets and their owners. We are more than happy to communicate with this client, and, if at the end of the day she does not want our services, we would at least like to end our business relationship in an amicable way.  

  Customer response

  04/19/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** **************** *********  ********** ********

  I am rejecting this response because:

  I do not agree with whomever responded from Forever Vets re-telling of the events. Yes, this BBB report is very unfortunate when it could simply be resolved by your so called “Client Solutions” that really offers no solutions other than a payment plan and slapping you with proof of a contract you signed with a 15-yo tech that knows nothing about the plan. And YES, you did NOT have any appts available, in fact when the manager called me AFTER I cancelled the plan, she said one of the reasons why she didn’t have anything available is because one of the vets was out from covid. Try and get your story straight, even though none of you were there and yet keep re-telling the story “according to your records.” Please do check your records because **** had been having diarrhea for over a year and we have checked multiple labs and tests for parasites, etc and your vets only solutions every time was to change his food. We did this earnestly, came back, re-tested, etc. But at this point the diarrhea was severe and he was lethargic, and you had no appts available! It may be common for you people to crate a lethargic dog with severe diarrhea, but that’s not acceptable practice to me or anyone that loves their fur baby. For the past year of **** having off and on diarrhea he has never acted sick or lethargic, he always ate and drank. But that day he was lethargic, not responding, not eating or drinking and my husband called to make the appt and took the drop off appt because he was scared. I was at work and I said how can we just leave him in a crate? What if that’s the last time we see him alive? He then changed the appt to Sunday (the initial crate appt was for Friday), but he figured at least we could be with him. Three days away seemed way too long so I suggested calling our old vet, which he did and was able to get an appt with them. We did NOT schedule TWO drop off appts, again get your story straight. Additionally, the Baymeadows manager did not contact me until AFTER I cancelled the plan, and she did not go over any so called pricing protocol. She never talked about cost at all. She only called to get the last word in and tell me that she did offer me an appt. And the call was ended because she got argumentative and I finally asked what was even the point of the phone call, just to tell me that she offered an appt?? She said yes, I said okay, point taken, thank you, good bye. There was zero discussion about pricing. I did NOT subsequently cancel the plan after speaking to the Baymeadows manager, I cancelled it days before and apparently got a backlash of phone calls from “client solutions” and the Baymeadows manager, AFTER I cancelled. I was asked why I cancelled, and I told “client solutions” that it didn’t make sense to pay for a plan that I can’t use if I can’t get an appt and she asked if I would like to use a different Forever Vets. The end goal was to get me to keep the contract. You’re all very transparent. This is a money-making business and you offer NO solutions. My husband made an excellent observation when we went to our old vet, Murabella Animal Hospital in St Augustine – he said, the amount of love and attention we got there is incomparable to how we are treated every time we go to Baymeadows, so regardless of whether appointments are available or not, why bother? No, we don't want your overpriced services, but yes, you should've agreed to compromise on the balance due because you could not offer services. It was more than fair for me to offer to pay half.

  Regards,

  ******* *****

  Business response

  04/19/2023

  As stated in our original response we regret that we are at an impasse with this client.  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My mother ***** **** took her dog to Forever Vets and was signed up for the "Wellness Plan" to receive a discount on services. She has paid into this plan monthly for over a year now. When she signed up, she was told that she "could cancel at any time." However, she was NEVER told that she would be required to pay back any and all discounts received up to that time, at the time of cancellation. When she was seeking alternative options for pain relief for her dog, because all of the prescriptions that Forever Vets tried didn't help, her neighbor informed her of a laser treatment. This was never offered to her at Forever Vets, she didn't even know it was an option there. She changed vets and then received the attached bill! (see upload) It felt retaliatory. It also seemed unfair, as this "policy" was never clearly explained to her. They simply took her money. I tried multiple times with multiple phone calls to the office manager and to Client Solutions Team who sent the bill, to resolve this dispute, however they refused to resolve to my satisfaction. They continue to say that the bill still stands. The bill was for $154.99. However, it is now more because they have since added on "service fees." Last I saw, it was up to $158.09. I am seeking this bill to be forgiven completely, as I feel that the policy was not adequately explained upfront and also she was forced to seek care elsewhere to find a solution for her dog's pain that was never offered by Forever Vets. Had she known about it (laser treatment), she would have never had to seek care elsewhere!! Account number is: TTOWN_16650

  Business response

  10/27/2022

  27 October 2022
  
  BBB of Northeast Florida complaint #********
  
  Forever Vets Response:
  
  On 15 April 2021, client ****** **** signed a wellness plan contract with our clinic for her pet.  At that time the terms of the agreement were explained and any cancellation processes were explained.  Below, please see the attached section of the contract which explains the terms of the agreement which was signed by Ms. ****.   These terms also explain the cancellation process.
  
  Regarding the medical care Ms. ****’s pet received – per a medical review everything in our clinic was done in accordance with standard veterinary procedures.  While we welcome all of our clients to seek second opinions, as is their right, it doesn’t mean the procedures we performed in good faith were not in accordance with proper veterinary medical care. 
  
  Since this clients pet received care in good faith, and the client cancelled the contract, per the terms of the contract the balance would be owed. We sincerely apologize for any misunderstanding our client may have had regarding the wellness plan contract and any medical care our veterinarian provided to her pet. Our main concern at Forever Vets is always the best care for our client’s pet, and services were rendered in this case.
  
  3. TERM. This Agreement shall become effective on the date the first payment is collected, and thereafter shall continue in effect from year to year unless terminated on its anniversary date by either party by a written notice via email or U.S. mail at least thirty (30) days prior to such date. Client agrees to keep all contact information current with Forever Vets Animal Hospital. Client understands and agrees that the selected Plan chosen by the Client may be upgraded at any time but never downgraded during the term of the Agreement. If the client decides to terminate the agreement and/or cancel the plan and/or the pet is rehomed and/or the pet is lost and/or the pet deceases while being on the plan and/or unable to make payments for more than three months, client would be responsible for payments of remaining monthly payments or the retail cost of services provided thus far. Any balance 30 days or older will be subject to a service fee.  Account will be reported to third party collections for retail cost of services provided thus far or remaining balance. If account is reported to third party collections a 35% service fee will be added to the account.  Once the plan is cancelled or terminated for any reason (including completed plan term period), the services from the previous plan cannot be performed.                  

  Customer response

  10/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received yo

  ur complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  They are not resolving this matter. They simply are defending themselves. The facts are that they never offered a service (laser therapy) to her as an option. Also, while that policy may be in small print in the contract...verbally she was misled to believe that she "could cancel at any time."

  
  

  Regards,

  ***** *******

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I told Forever Vets that I did not want to renew my contract with them. They renewed it stating that I needed to send a "Written Notice". Florida law Ch 501 section 165 states “Automatic renewal provision” means a provision under which a service contract is renewed for a specified period of more than 1 month if the renewal causes the service contract to be in effect more than 6 months after the day of the initiation of the service contract. Such renewal is effective unless the consumer gives notice to the seller of the consumer’s intention to terminate the service contract. I gave them verbal notice and they refuse to honor that. I have not used this vet since because my contract was up and hope to save people the headache of this.

  Business response

  06/30/2022

  ***** ***** ******** ******************************** ***** ********* **** *** **** **** ** *** **** ******************* ******** ********* ** ******** ********* *** ***** ******** ********* ** ****

   

  *** ****** signed a contract on 4/23/2021.  The plan was set to auto-renew on 4/25/2022.  However, the plan did not automatically renew as *** ******'s complaint states.  We did not auto renew his contract because he did not fulfill his financial obligation to his original signed contract.  

   

  *** ****** missed his monthly payments of $39.00 on January 15, 2022, February 15, 2022, and March 15, 2022.  The contract explicitly states that if no payment has been made over a three month period the contract will be canceled for non payment which is what happened in this case. Since the contract was canceled for non-payment, automatic renewal is not possible. 

   

  Therefore, *** ******'s response regarding Florida Statute 501.165 is deprived of any significance and his argument is not relevant.  We stand by the balance due and sent *** ****** a final notice for payment of his original contract.

   

  If you have any questions regarding this matter please do not hesitate to contact me, or ******* ********** ** *************  I have attached the original complaint to you as well as the signed contract from *** ******. 

   

  Customer response

  07/01/2022

   

   ********** ********

  I am rejecting this response because: I was told my balance was due to not paying my contract being renewed. Please get your story straight. Also, I received no late notice and paid January 2022 and was called in February of 2022. If this IS from a balance on my previous contract started in April of 2021 please provide proof of non payment and I will go through my bank statements. If it has not been paid I will pay my debts. I will NOT change my rating at this time because of how rude the supervisor was to me and the help team as a whole was incorrect on what I owe the funds for.

  Regards,

  ***** ******

  Business response

  07/12/2022

  ***** ***** ******** ******************************** ***** ******** **** *** **** **** ** *** **** ******* *********************** ******** **** *** ********* ***** *********

   

  Good Afternoon *** ********

  The following statement is our response to *** ******'s additional concerns regarding Case ID ********

   

  Forever Vets Animal Hospital at Baymeadows has decided to write off the past due balance that is owed by *** ****** as a courtesy.  While we stand by our original response, it is never our intention to end a client relationship on bad terms.  *** ******'s account now has a zero balance and no further collection activity will resume.

  
  

  Warm Regards, 

  David Bergeron

  Client Solutions Manager

  904-367-2777

  ***Connecting Hearts***

  

  ***Compassion***Confidence***Growth***Respect***Optimism***

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