ComplaintsforPet Alliance of Greater Orlando

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We adopted our pit/boxer dog **** from this location over 10 years ago. This dog has issues with doctors looking at him. They have always had me give him a chill mix of pills the night before his appointment, just to be able to sedate him to examine him. On January 25th I called and explained he might have an ear infection. They told me to give him the chill mix and bring him in on Feb 19th at 11am. **** arrival, ***** and ******** told me the new doctor doesn't sedate the animals. Out of desperation for our dog, I let them try with only the chill mix to keep him calm. I paid the exam fee $40.00 and they couldn't work on him. They gave me a better super chill mix and another appointment for 3/11 at 10:30. I explained he must be sedated, they insisted the mix would work. On 3/11 at 10:30, they again failed to do any of the requested work (examine his ears for infection, nail trim, yearly shots, and tooth exam). Instead, they managed to do a ***** exam for worms and also determined he had an ear infection. I did not request a ***** exam, and considering he could barely walk straight, I'm not sure they did a ***** exam at all. The doctor told me he's to much work and it's not worth the time involved to properly sedate him. (they insist they are not a full service clinic, yet always sedated him in the past). The doctor would only prescribe ear cleaner and antibiotic ear drops for him, I explained our dog won't let me near his ears, but this was all he was willing to do, and ******* me to make a decision because they have and still are over booked. Out of desperation for our dogs health, I excepted the medication,and paid $366. Today, On 03/13/24, I failed trying to inject the ear cleaner. I called and spoke with ***** and the manager ********, asking for a pill form anti biotic. The only responses I received was that they will no longer see him and that I need to go to a full service clinic, and the doctor refused to prescribe anything further.

  Customer response

  03/14/2024

  I called from my business line and luckily all our phone calls are recorded. I would be more than happy to provide any and all phone calls with the receptionist if needed. I also recorded my conversation with the doctor who clearly states it takes to much time/effort to put our dog under to do the work and that its not worth the trouble for them to do all that.

  Business response

  03/27/2024

  The Pet Alliance prides itself as the go-to pet experts across Central Florida; our goal is to provide compassionate and knowledgeable services for pets and to be leaders in innovative animal care and sheltering.
  
  We are sorry that the client had an unsatisfactory experience in our clinic. Chill protocols had worked in the past for their pet (age can affect animal behavior and cause prior protocols to work differently or not at all). Sedation was not in our records and is something we do not typically provide due to the time and staff monitoring needed when administered to an animal thus the recommendation of a full service veterinary clinic.   Unfortunately, there are no oral medications for ear infections,only topical medications.
  
  We will be reaching out to the client about their visit/exam and try to provide them a satisfactory resolution. We will also work with our staff regarding client interactions.

  Customer response

  03/28/2024

   
  Complaint: 21427481
  
  I am rejecting this response because of multiple reasons.

  Firstly, it's alarming that they don't have records for our pet being sedated in the past visits! That's unacceptable! They ignored my concern regarding a ***** test that I did not ask for nor was i informed of prior. They ignored the fact that they had 2 appointments and attempts using there chill mix even though I explained it won't work on him and never has worked in the past. They ignored the fact that the doctor flat out told me our pet wasn't worth there time (I have it recorded). When I called back the receptionist checked with the doctor and he refused to prescribe him an anti biotic or do any thing for him any further. He could of just said there is no such anti biotic. I would be happy to provide all the phone conversations and audio recordings from the office visit. 

   

  Also no responce for a refund of any type. 

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

  Business response

  03/29/2024

  As we stated we will be in touch- we issued our response on Tues and  we have left two messages for the customer: one on Wed and one this morning. We understand the customer is not happy and as pet owners we understand. But if the customer want to resolve this issue they need to answer our calls and work with us on the resolution. Writing a second BBB complaint does not solve the issue. 

  Customer response

  04/02/2024

  I did not create a second complaint, I only responded back to your message. It says Easter weekand and I was not available to talk. You are however welcome to leave a detailed voicemail. Returning your call is time consuming and at most times difficult as I eventually (after waiting on hold) reach a call center first who has to then forward me to your branch (after waiting again on hold).

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I complain about their Alafaya clinic, Pet Alliance of Greater Orlando Alafaya Clinic� located at 12050 E colonial Dr�Orlando�FL 32826�I went to this clinic to get vaccines on 6/11 /2022 for my cat which adopted at seminole county shelter, and they helped me make an appointment for the next RCP on July 9th. During the period they called me and said they were closed on July 9th and needed to reschedule for me, I chose 7/27, when I went today they told me that due to the long interval, my cat needs to re-inject the first shot , no one told me when they changed the date, this is irresponsible for my cat, this is obviously their fault, they asked me to pay again, this RCP booster should be free originally, I already paid for it, they clearly told me that I didn't need to pay for the next time when I came in for the first shot, which doesn't make sense, their manager doesn't take responsibility for their employee's words, and attitude is very rude.

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/08/10) */ The Pet Alliance offers low cost veterinary care at its two clinics. We also adopt out over 5,000 animals to the Central Florida community each year. At times, staffing issues require the clinics to reschedule appointments and we try to accommodate our customers as best that we can. The client adopted a kitten from our Sanford Shelter on May 17, 2022. At the time of adoption, the kitten was too young to receive his full series of vaccinations. As part of the adoption fee, we include a rabies vaccination at no charge but any additional vaccines needed by the pet are at the adopter's expense. On June 11, 2022, the client went to the Alafaya Clinic for the kitten's first round of vaccines. The kitten received a rabies vaccination free of charge and the client paid for the other vaccine and deworming. At that time, they were advised to return in 3-4 weeks for a final booster vaccine. Originally, they scheduled the follow-up appointment for 7/9/22 but due to staffing, the clinic was closed. The client was contacted and rescheduled to 7/27/22. Unfortunately, this put the kitten outside the vaccine booster window. Therefore, the kitten would need to receive an additional dose of the vaccine to finish the kitten vaccines, which we were willing to provide free of charge. The client was informed that they would be responsible to pay for the set of shots received by the kitten on 7/27/22 but the last set due in 3-4 weeks (due to the scheduling change would be free). The staff tried to explain the shot window and need for an additional set of shots (which would be free) to the client. The client was not agreeable to pay for the 2nd set of shots and left without any services being provided. The client has proceeded to dispute the original credit card payment for their shots for the kitten. For the last 85 years, as a non-profit, we keep our costs low and provide excellent care for the animals and people of Central Florida. Consumer Response /* (3000, 7, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Low cost operation is not an excuse for your irresponsibility. No one say sorry to me just let me pay it again. I have already paid the fee for FVRCP when I first went there, your staff clearly told me that booster is free, which means I don't need to pay because your fault and let me pay it again is an unreasonable request, you totally waste my time and not fulfilling a promise by your staff. You didn't finish your job that's why I dispute. Business Response /* (4000, 10, 2022/08/31) */ ------- Forwarded message --------- From: Barbara M************************************** Date: Tue, Aug 30, 2022 at 11:51 AM Subject: RE: Case ID********** Pet Alliance of Greater Orlando To:*************************************** ******** Thank you for your assistance today. Response: The Pet Alliance of Greater Orlando received the BBB letter requesting a response on August 26th. In good faith, we contacted the consumer on August 30th. We offered to provide a full series of shots for the kitten at no cost. The consumer informed us that they no longer needed the services and had gone elsewhere. At this point, there is no additional action that the Pet Alliance can take in this case. Thank you Barbara BARBARA E. M***** DIRECTOR OF FINANCE *********************************************************** Pet Alliance of Greater Orlando 333 S. Garland Avenue 13th Floor Orlando, FL 32801 PetAllianceOrlando.org WE SPEAK WE HEAL WE CARE

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