ComplaintsforNeponset Animal Hospital

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  II called and made a reservation for boarding for my two dogs (frequently go) for Saturday May 25th to be picked up on 5/27 (holiday) When I arrived on Saturday, they took the dogs and then informed me I could not pick them up on Monday, but they would be cared for. I expressed my frustration as that is not what I was told when I booked their stay. They basically told me that was their plan. Since I was leaving from the airport in a short time, I did not have a choice.That would now make their stay $300 instead of the original $200 for boarding.They board in the same cage, and I still get charged for each dog full price. (not posted anywhere)The issue is they have control of all pricing and change the rules all the time. There is no signage stating the pricing, pick up/drop off rules, so now at this point they have me.The trouble starts when I come back to get them now on Tuesday. I was charged an additional $100 dollars for the two of them since she said they spent the day. This was never told to me, and I feel like this is a deceptive practice. She said I should have come when they first opened.It is fortunate that I had the money but what if I hadn't. Someone needs to regulate their pricing and deceptive tactics when attempting to try and explain that I was not informed. A woman I am assuming was the front end leader said "well I don't know what to tell you. That the way it is" and then walked away.Not only was I overcharged but she was very rude.I would never bring my dogs there again. Not very honest business practice.Invoices attached and even those are not itemized. no real transparency

  Business response

  06/04/2024

  We are sorry to hear that your experience at our hospital did not meet your expectations. Our hospital always strives to provide a positive experience for all of our clients. Our boarding rates are charged per pet and per calendar day as posted at our front desk. This policy has been consistent since the opening of our facility. Although your pets did board in the same kennel, they were individually cared for by our kennel staff throughout their 4 day stay. Our hospital is closed on all major holidays to the public as posted, however our staff is here caring for the animals. On the day of their pick up we discounted the final boarding day to a daycare fee due to the misunderstanding. We understand that the holiday pick up was unclear, therefore we would be happy to refund the $100.00 fee for that day. 
  
  Thank you, 
  Neponset Animal Hospital
  
  

• Initial Complaint

  10/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Saturday, October 7, 2023, took my ten-year-old ********* terrier to Neponset Animal Center to receive a rabies vaccine administered every three years. Upon arrival at the vet clinic, I was asked the reason for the visit I stated for a rabies vaccine only. I waited for over twenty minutes to be seen. Once in the office a vet technician came in and asked the reason for the appointment. I stated for a rabies vaccine only. I was asked a series of questions and informed the technician I had no concerns about her health. The technician told me to wait, left the room, and came in with another technician. They proceeded to check my dog to see if they could administer the vaccine. Never had a history of allergic reactions to vaccines which I informed. The tech tried to administer the vaccine and was unsuccessful my dog whined in pain. She withdrew the vaccine and tried a different location, by this point my dog was unable to stay still I stepped in to provide comfort to keep her calm. She has never had a problem for the past 10 years of her life. The injection caused such discomfort I couldn't hold my dog near the injection site and she was constantly whining in pain since the visit. By the end of the visit, I was charged according to the invoice for an Annual Wellness Exam and a Vaccine charge. Which I never agreed to, and I was overcharged $70.00 for a Wellness Exam Furthermore I am outraged by the ill-treatment of the vet, upon faulty vaccine administration.

  Business response

  10/16/2023

  We were sorry to hear that your experience at our hospital did not meet your expectations. Our hospital always strives to provide a positive experience for all of our clients. Though we try to see everyone in a timely fashion, emergencies do occur that require our immediate attention. Doctor *********** may run over as we try to answer all questions an owner may have regarding their pet. A physical exam is always required with any vaccination. On the three prior occasions you came to our hospital for a rabies vaccination there was a physical exam performed. There is always a chance of vaccine reactions, and we advise clients to return to our hospital, call our hospital or bring your pet to an emergency room if any symptoms occur after the vaccination is administered. We did call you multiple times to speak about issuing a refund but have not heard back from you. Hopefully, this gives you clarification on the events that occurred. Please feel free to call us with any additional questions at ************.

  Kind regards, 

  Neponset Animal Hospital

  Customer response

  10/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  08/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My Pet dog has been a patient for over 13 years at Neponset Animal Hospital. He was diagnosed with Diabetes about two years ago and is required to be injected with insulin every 12 hours. I had to purchase his insulin from a ******** Company because the insulin that was prescribed was over $200.00 per vial and in ****** it was 1/2 the price. About 3 months ago he was put on a different insulin which was reasonably priced and I was told by the vet to purchase it from Chewy.com. On August 2, 2022 I called chewy.com to make sure his automatic delivery of insulin was going to arrive on time when I was told that the insulin was not in stock and was not going to be produced by the company Vetsulin. I called Neponset Animal Hospital on Wednesday August 3, 2022 and explained the situation that ******'s insulin was not going to be available and that I only had enough for about two days and I needed to speak to the vet about and new prescription. I was told that my message would be relayed to the vet and I would receive a call shortly. I never received a call on Wednesday. I called on Thursday and was told the same lie and called again on Friday and was told the same lie. I never received a call back. I called again on Saturday and explained again and was told that a prescription would be there at 1 pm. When I arrived to pick up the prescription I noticed that it was for the insulin he had been on previously and was taken off of it and for a different dosage amount. I asked if *** had looked into his file he would have seen that it was for the med. he was in prior and the dosage was different. This doctor never looked in his file. They gave me a new priscription for a totally different med with a very low dosage and for only one purchase. I asked if he could make it for two months and was told no. I received a letter from them telling me to find another vet. I am now left with one vile of insulin and my new vet can only see me Sept 24. My pet is in limbo /

*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. ↩