ComplaintsforShively Animal Clinic & Hospital, P.S.C.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called Shively animal clinic in April to make a reservation to board my dog June 14,23. I was told boarding was $20/day. I was told she needed a vaccine prior to boarding. I brought her in on 5/19/24 to be vaccinated. After she was vaccinated, I wanted to confirm our boarding res. & price/day. The girl went to check the book, came back & told me there wasn't a res. She took the dates from me & told me she put it in the book. She told me boarding is $20/day. On June 14th I brought my dog in for boarding. I had found a tick on her chest in the waiting area & asked for tweezers to remove it & the girl told me she would have 1 of the docs remove it. She didn't say there would be a charge. I came back to pick up my dog on June 23rd. After a wait they called me back, I went to check out to pay my bill. They said it was $26.50. I asked for what? Was told for the 1 day of boarding. Told the guy that she was boarded on 6/14. Then he said $225. Told him that was too much it was $20/day. So then it was adjusted to $180 ($20/day). Then another person said they would go ask the Vet. I wrote my check for 180. As we were finishing she came and said the vet said it was $25/day the price went up. I told them I was quoted @ $20/day & it was on my dog's treatment card. Someone had crossed it out & put $25/day. I wasn't told of the increase, It isn't fair to change a price on something after a person has already dropped off their dog! They then told me I would owe the extra $58.50. When my dog was brought to me she had wet yellow ears (she is white), scabbed over bump on her back (was not there when I dropped her off) & a large amount of dried poop on her butt! I had to wait again for them to come back & get her to clean the poop off. They did say sorry for the poop. When I got home we noticed she had a raw spot on her nose. Had to give her a bath, found a tick on her. I called today & asked for them to take off the amt. owed. They refused, saying it was right price.

  Business response

  06/26/2024

  A miscommunication between client and staff resulted in a complaint to BBB. The staff member was instructed to inform the client that future rates would increase by $5.00.  Unfortunately, the client was overcharged for the current services due to this error. The error was corrected, and the client was charged correctly, however, sales tax was omitted. Telephone conversation resulted in the client agreeing to pay the sales tax owed. 

  Customer response

  06/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

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• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my dog ***** to shively animal clinic today 6-8-24 just as I have taken all of my animals there for 20 years. Last year I took ***** to ********** ****** ****** to get her rabies shot and tic meds . Today shively told me they are going to charge me 150$ just to walk in the door with ***** since she has gone to another vet before .

  Business response

  06/11/2024

  It was explained to *** ***** that although she has brought other pets to us in the past, we had never seen ****** thus there would be a "new patient" fee of $50.00 along with an extended office call due to the anticipated course of treatment for ****** it is our policy that new patients, as well as those not treated on a yearly wellness and vaccination visit, to encounter extra fees. 

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 10/26/2022 my dog ***** was seen around 2pm. She was there due to having an accident at the house which she slipped in as a result was limping due to bad joints. She is 15yrs old. As discussed with ** ******* we decided due to having fallen in her poop, she would get a bath, kidney/liver panel, as well as medication. Although I was never given a call to come pick her up later that evening, I arrived at the approx time ** ****** said she'd be ready which was 7pm. I did not see a nurse till 8:30pm. The nurse proceeded to give me medication and emphasized that they gave her two baths and that she is clean. I paid $165 total for everything I was given. After leaving the vet, I noticed her scratching. I found out that she was not in fact bathed properly, if at all. She was covered in flea dirt from head to toe, still had poop around her bum area, as well on her nail ( which was there at check-in ) I took pictures and called the vet ASAP. They did not offer any resolution except to bring her back & they would bathe her again. They stated since she had left the building "clean", they do not know why she is dirty. I did not receive any apology. In fact, 10/27 I spoke with the doctor and "Front desk supervisor" which the doctor was not very pleasant. I asked for any type of compensation or credit, and they proceeded to tell me that because they " did the work ", they would not issue any type of refund. I declined bringing her in again due to the fact she was already in there on 10/26 and did a horrible job at "cleaning" her. She is an elder dog so it is not easy for her to get around nor is it easy for her to stand for extended periods of time. I am not at all pleased with my experience. I am asking for reimbursement in the form of payment received for their not well doing. Sending a dog home still covered in dirt is not acceptable at all. I have taken my dogs to Shively for the past 5 years and have not had an issue till this past visit. record under ******* *******

  Business response

  10/31/2022

  The patient was brought in on 10/26/2022. Owner stated that the patient was a geriatric dog, and its hips were bad and had fallen in its feces. Patient was infested with fleas and had heavy flea dirt.  Two baths were given in an attempt to remove the feces and as many fleas and flea dirt as possible.  Bloodwork and treatment for its hips were done and oral medication was sent home for the hips and flea control.  Pet was clean at time of release with little flea dirt remaining. Shively Animal Clinic offered to give the pet another bath, but owner elected not to bring back in. 

  Customer response

  11/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   I contacted business the night of 10/26 when ***** gotten home when I noticed she was not bathed properly. It was never communicated to me at check out that she would still have flea dirt remaining - Nurse highlighted how clean she was at check out as they stated they had bathed her twice. I am not pleased with how the Shively Animal Clinic staff has handled my concern and requesting full refund of the $50 bath that was given. Shively staff has failed to effectively communicate on all ends. I look forward to hearing from Shively Animal Clinic soon in regards to my request.  

  
  Regards,
  
  ******* *******

  Business response

  11/08/2022

  Shively Animal Clinic gave the dog 2 baths while here.  We have offered the owner the opportunity to bring ***** back in and receive another bath which the owner declined. We feel a refund is not warranted as baths were given and the offer for another bath was declined.  

*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. ↩