ComplaintsforLincoln Land Animal Clinic, Ltd.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a card for a wellness exam for my dog and scheduled it for 12/20/23 at 8:40. I assumed she needed vaccinations. The business contacted me twice a few days before to confirm, I said I’d be there. I got there 5 minutes early and was put into a room. A tech weighed my dog, then said I’d have to wait a few minutes. 20 minutes went by and he came back and said it would be a few more minutes. Another 20 went by and no one came. I asked the front desk if everything was okay, I’d been waiting over 30 minutes, they went to check. Someone came in, asked if I had any concerns, said my dog needed a teeth cleaning, and I was done. I was confused, no shots or anything they were in there about a minute. They asked if I owed anything and they sent me up front. I waited some more before the lady told me I owed $40 and change…I asked what I was being charged for since nothing was done. She said she’d talk to the doctor. I wait some more, the doctor comes out, I tell her they wasted 40 minutes of my time, did nothing, and are charging me $40. She says vets are expensive and good and can do an exam quick. I repeat they did nothing and I wasn’t going to pay. I was immediately threatened with collections, I said I wouldn’t pay. She tells me to find a new vet (after about 10 years here with no problems). I say fine, I’ll pay, just please get away from me. She continues to yell at me and insist I listen, I said “great so I get yelled at and ripped off.” They wanted me to wait more! For my records, I politely tell the front desk I’ll come back in late for work and wasted enough time.

  Business response

  01/03/2024

  Please see 4 attached documents.

  Mr B came in on 12/20.2023 for a wellness exam. Wellness exams are performed every 6 months and are recommended for all animals. This was clearly stated in the reminder (as mentioned by the owner). The purpose of wellness exams is to identify conditions before they become a problem- such as dental disease, arthritis, obesity, skin problems, age related changes etc., where intervention can improve the quality of life for the patient and potentially increase the pet’s life span.
  Mr. B’s pets have had similar wellness exams in the past. (See attachment- over 6 wellness exams since his first visit March 31, 2018- not 10 years ago.) 
  Mr. B reported he arrived 5 minutes early, according to our computer system the patient was checked in at 8:38 am (2 minutes prior to the 8:40am appointment time). He was checked out (time is logged when payment is complete) at 9:25am, which occurred after Mr. B argued with the customer service representatives (CSR) that he would not pay. Dr Y heard the commotion at the front desk just as the client she was calling picked up the phone- the phone call was approximately 9 minutes and was cut short due to disturbance in the front office. 
  Dr. X apologized for the wait, did an exam, discussed the dog’s problems (dental disease, dental tartar, overweight and bilateral luxating patellas) with the owner.  (See attachment for physical exam documentation.)
  When Mr. B started complaining to the CSR that he would not pay because nothing was done, the CSR got Dr. Y.  Dr. Y reviewed the records and noted Dr. X findings. Dr. Y told Mr. B that experienced vets like Dr. X are very good at doing exams and can do them quickly.  Mr. B continued to argue he was not going to pay, and then tried to barter and said he would pay half. He then claimed the clinic was high priced (other nearby vet clinics providing the same level of care charge [two] $40 and three charge between $70 and 79.75 for a wellness exam).  He repeated he was not going to pay and started heading out the door. At which point Dr. Y said they would turn him over for collection. Mr. B relented and said he would pay and for Dr. Y to leave.
  Dr. Y responded, “If you do not value our care, you can pay your bill and we are happy to provide you with your pets’ records to seek care elsewhere. We are sorry you had to wait, but emergencies happen; one of our doctors had to go to the hospital and we are short-handed. Rarely, do people have to wait for the doctor here. However, it is not unreasonable to expect to wait for medical exams in both human and veterinary medicine.” Mr. B responded he has never ever had to wait for any kind of medical or veterinary appointment.
  Mr. B has been coming to the clinic since March 31, 2018- not 10 years. During this time his pets have had over 6 wellness exams. 
  

  
  

  Customer response

  01/03/2024

   I am rejecting this response because:
  
  The website clearly states services that should be received during a wellness exam and I did not receive such services. I had not checked the website in the past. I would like a refund of my $40 and we can peacefully part ways and I will agree to remove my **** and ****** reviews and FB post. 

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