Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday July 11, 2024 I took my dog to this veterinarian and was treated very badly because it took my stepmom about 15-20 minutes to transfer me the part of my $1000 bill because she didn’t know how to use ApplePay. The vet could hear her on the phone doing it. Regardless, I paid my entire bill and gave her a poor review on google the next day. I never said anything untrue or abusive but I did go back edit it after I read her response and I was not as upset. She then texted me on my phone and threatened to contact our local shelter that I foster dogs for and my regular vet and tell them that I had mistreated her. I had a friend with me when I went to pick up my dog and my stepmom and her boyfriend were on the phone the whole time and heard how she was treating me. The most “abusive” I ever got was when I eventually told her to “go get my dog and stop talking to me.” Anyways, when she texted me threatening me I told her not to text me anymore or I would contact the BBB or file a police report but she did so here I am. I will include screenshots of the texts and the review I posted.

  Business Response

  Date: 07/15/2024

  We don’t keep pet's overnight as it is against our lease agreement.  Pet required to be picked up at 11pm.  Informed client the cost of the care due that evening.  Client authorized care.  We called client with the results.  Client thankful.  Client informed us that she did not really have the money she agreed to.  Discussed that the services were authorized and payment is due.  Owner yelled and insisted I keep pet overnight and pay tomorrow.  She informed me that if we wanted to get paid, we needed to abide by her demands.  We said No.  She arrives 7 minutes after our facility has closed, without payment.  After 30 minutes of my receptionist waiting, I reminded the client of the late fee policy.  Owner started yelling, using profanity, and making threats to our reputation if we do not give her "good customer service" by submitting to her demands. I Informed her that we would be calling the police and file a theft of service report.  Concerns for staff safety.  She then arranged payment within 5 minutes of me informing her of the late penalties / police involvement.  Hospital staff was kept in the building for 1 hour after shift.  She posted a public review, in which she used profanity and called the Dr. a B****.  She then later edited the review.  We texted her after the edits informing her that we will be sending her original review to LMAS, and that we would post the original review for the public to have appropriate context.  In response to our efficient, accurate, and high quality care, client disrespected us by attempting to coerce us to perform care for free.  Her actions forced business to pay employee to stay late.  She made my employee uncomfortable in her working environment.  She used hate speech.  The client/patient relationship is terminated and she is banned. An invoice has been sent to her for the unpaid late fees.
     

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because:
  Most of what was said in the response from the business was absolutely untrue. I never yelled at her on the phone nor did I yell at her when I got there. I was apologetic, nice, and very transparent with her. The Veterinarian herself was the one that was the rudest and that mistreated me.  Furthermore, she texted me trying to threaten me if I didn’t remove it permanently. That is absolutely inappropriate.  Regarding her false accusations, did I yelled or use profanity or mistreated her in anyway, while I was picking up my dog…I’m sure they have a Security camera in their lobby. If she feels that I was out of control at any point she should submit the camera footage or should’ve called the police. I actually went and sat out in the car after paying her and let my friend wait for her to bring my dog out to get away from her. My friend witnessed everything and then in addition to that my stepmom and her boyfriend were on the phone with us, trying to send us the money and could hear her yelling at me. If I would have at any point yelled at her prior to picking up my dog or while I was picking up my dog, they would not have told me that if my dog experienced more problems to bring him back so they could see him again. Only after I posted the review and refused to take it down did she respond to the review by saying I wasn’t welcome back. They also gave me paperwork with my dog’s name saying to bring him back if his condition gets worse and thanking me for choosing Tisdale animal Hospital. It specifically  says we hope that Ping-pong, which is my dogs name. is all better soon. That paperwork has the date and time and time on it, which was July 11 at 11:18 PM along with the veterinarian’s name, ********* ******* **** Tisdale Animal Hospital, and their phone number. I have submitted that as well. 
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 07/18/2024

  In final summation of the events: The client obtained services with the intention to not lawfully compensate the provider for these services.  This is an illegal theft of service attempt in a felony amount.  The hospital was forced to stay open outside of our posted business hours.  *** ****** insisted that we violate our lease agreement by keeping the pet overnight to convenience her.  She was inappropriate in our lobby and made my receptionist uncomfortable.  She was yelling and demanding that we give her "customer service" by holding the hospital open and submitting to any and all of her demands if we wanted to get paid.  She was disrespectful and lacked self control in person and online.  The decision was made to officially ban her from the hospital after check out.  The online harassment with profanity is proof enough of the character of this customer and how she treats businesses that she frequents.  Not only will we not be refunding this client, but we will be sending her open invoice to a collections agency if she does not pay the bill in the allotted 5 business days.  We defend our reputation as high quality care providers.  We do not tolerate this type of behavior in any form, and have no further comment on this client interaction.     

  Customer Answer

  Date: 07/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Whoever is responding to my complaints clearly does not know anything about what happened because the bill was paid in full when I picked my dog up and the receipt was posted with the valid Google review that the veterinarian tried to intimidate and coerce me into taking down which is in fact unethical and illegal to do. No business or individual should be allowed to engage in such activities, especially in a profession that requires you to take an oath to “practice my profession conscientiously, with dignity, and in keeping with the principles of veterinary medical ethics” amongst other expected standards. Consumers have a right to know what to expect from Tisdale Animal Hospital prior to spending their money there. The fact that they take no accountability and make no apologies indicates a complete disregard maintaining ethical standards. I have a right to share my experience with Tisdale Animal Hospital without being threatened or having false allegation made about me both here and in their public review response. Since Tisdale Animal Hospital doesn’t see that as a problem and want to rectify the situation I will let the public decide if it’s good business practice and my attorney decide if it’s illegal. 
  
  Sincerely,
  
  
  
  ****** ******