ComplaintsforChicago Exotic Animal Hospital

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This second complaint is to support complaint ID ******** that I already filed and got unsatisfactory response.Their answer is false. I never yelled or screamed at them. I am a highly educated person and with high morals and treat everyone with respect no matter how upset I am. I never said they are discriminating because I am and immigrant because I am not. I get upset because when I looked at the charges that I paid they were different from what they quoted me which I didn't notice until I was in the car and about to leave. I came back and questioned them but they got mad and very defensive and refused to discuss the charges. They said you but you signed the paper. I told them what I signed is not the same as what I got charged for but they didn't answer me. Then I asked them "for example explain what the $54 charge was for" but they didn't know what it was for. One of the girls membled something but never give me an answer. No one told me what the exam charges were going to be like they claimed. I am asking them to refund me the $54 plus the change the exam fees to regular instead of emergency fees. They claimed I called them the day after and screamed at them but they are the one who screamed and yelled at me. I just wanted to find out the regular exam fees so I can see if I can file a dispute this with my credit card company. I don't think they should get away with this.

  Business response

  02/04/2023

  This person was spoken to the day before she came in and the day she came in.  She had 3 attempts verbal and written to decline services and even provided an initial deposit to hold her spot as that is hospital policy.  She signed a written est for the euthanasia services and declined an estimate for a workup to treat her hamster .  I understand grief and how hard the loss of a pet is. She was never taken advantage of, lied to or treated inappropriately.   She had multiple chances to decline coming to see us or use the services we provide.   Our website and social media also list our protocols ongoing with our welcome letter.  Along with verbal compromise our front desk and technician.   The person only became upset and threatened us with bad reviews and complaints after she didn't get her way.   It has nothing to do with intelligence and everything to do with her feeling she didn't have to pay for services provided.   The moment we hear if you do give me my money back I'll report you that is a threat.   The moment this person went on multiple sites to attack us that is cyberbullying.  Any business deserves full payments for any services or products they sell/serve.  I am happ to include yet again all paperwork with her signature that she signed willingly without duress.   I am truly sorry she lost her pet. I will not apologize for defending our clinic and staff that acted with good intent and treated her and her pet with the utmost respect. 23 years we have been serving the exotics community and the only time we get complaints is over money. Never our care.  That should tell you exactly what you need to know

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date 1/24/23 They charged emergency exam/Walkin and this was not emergency exam They have additional charges that did not happen (in Room Euthanasia (for group)They refused to fix the issue and made me sign the paper and then issue the bill which is not ethical I want them to correct the ************* (in ************************** and change the emergency exam to regular exam.

  Business response

  02/02/2023

  The owner called at end of day 1-23-23,  our protocols were explained and we told owner option of going to Er ( 3 locations in ********) or calling ** at 7:30 am the next day to get one of our same day urgent appointments. The owner called and made a same day urgent appointment and a initial payment of 54 dollars was taken. Owner was told day before and day of cost of an urgent exam and agreed. She was given verbal and paper est and options with costs for all services. She decided to do humane euth . At check-out owner began to yell and scream we are scammers and liars and taking advantage of her.  She tried not to pay bill which we have her signature agreeing to services. She paid **** saying we took advantage of her

   

  She called next day too speak to me to ask for her money back, she threatened to leave bad reviews , accuse us of elderly abuse and harass us unless we gave her money back. I explained we will not as we provided services she just wasn't happy with results.  She claimed we don't like immigrant's I explained as an immigrant and English being my 3rd language that wasn't true. I let her know how sorry I was for loss of her pet but that attacking us and false accusations were not beneficial to anyone including her.  She kept yelling and screaming so after 12 minutes of getting no where I let her know I wish her well, will pray for her but this conversation was over,

   

  I am sad anyone can report to BBB and you automatically post it. I am sad in a day of cyberbullying that you don't give us an opportunity to share documents and facts . The customer isnt always right and some know to complain means a refund. It is awful and sad you and yelp make it worse and allow businesses to be bashed its guilt without proof shame on you BBB

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had a few distressing experiences at this vet's office and finally transferred my pet's care to another vet. Lamor at the front desk has been verbally abusive to me (and many others) on more than one occasion (in person and over the phone). She told me I was stupid and cursed at me repeatedly when I asked a simple question about my pet's medication. Her behavior is honestly frightening and I genuinely fear she has mental health issues and should not be around vulnerable pets or working in customer service. I was concerned about my pet's care and the abuse I incurred from Lamor and asked to speak with management (I requested via email and over the phone). She refused and said she was the only person I could speak with (she is the receptionist). It's very bizarre gatekeeping and unethical business practices and I would like it addressed. Their website should also list other forms of contact so people don't have to go through Lamor who is clearly not sharing customer complaints with the staff's business owner and veterinarians.

  Business response

  12/12/2022

  I am happy to include all notes and interactions with this client. We will not tolerate bullying and disrespect at this clinic.  We have parted ways with this person. We wish her and her pet well but don't believe we fit her expectations . Please do the right thing and review all attachments. This person didn't get her way and went into attack mode .  Sadly I am the last person here people speak with once we decide to part ways so she is correct I have some bad reviews. I do not handle anything  medical so I assure you no animal is harmed .  I am sad and embarrassed at how she has attacked me on multiple sites and chose to pursue this with BBB. Please let us know if you need any further information. We do have good clients that were in the lobby when I handled her call who would be happy to be character witnesses for me if it comes to that . Also I may need to involve my lawyer if she continues to harass me and  to be clear this is harassment . If need be I can also forward her emails discussing mental health which is not a joke. The Vet Industry is under attack, leading to a high suicide rate and many good people leaving the industry. The fact I have to defend myself over not filling a medication in what the client believes to be a timely manner speaks volumes about her.

   

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

  Customer response

  12/13/2022

   
  Complaint: 18560504
  
  I am rejecting this response because:

  
  

  It is unacceptable that the verbally abusive employee in question responded to my complaint rather than the business owner. Writing reviews that illustrate the exact negative interactions I encountered at the abuse of Lamor do not equal harassment. I expect a response from the business owner. 
  
  Sincerely,
  
  ***********************

  Business response

  12/14/2022

  We wish her well and will no longer engage.   The owner and all staff all are aware or what is happening and no one wants to continue any sort of communication or engagement with this person.  Best of luck and I hope you heal.  No need to yell,review or attack . The quote don't raise your voice improve your argument comes to mind.   Mental health isn't a joke.  Cyber attacks are not funny. People deserve respect and compassion.  We wish everyone involved time to heal and carry on

  Customer response

  12/15/2022

  Complaint: 18560504
  
  I am rejecting this response because:

  Mental health issues are absolutely not a joke which is why this situation with Lamor worries me so much (and the gaslighting from Lamor and the business owner are quite alarming). I am genuinely concerned that *****, who clearly has anger management issues, is around vulnerable animals all day and causing people distress with her abusive attitude. I hope she seeks support from a professional, and I hope the owner of this business understands how dangerous this is, and what a liability it is to allow an employee to aggressively and verbally attack multiple customers on a regular basis. No other vet office has the negative reviews that this one has where people repeatedly describe *****'s abusive behavior. It's clear what the source of the conflict and aggression is (it's not the clients). It seems this business owner is unwilling to take responsibility for her actions and the actions of her employee, so I wish to have no further contact.

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

*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. ↩