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:04/19/2023

  Type:Order 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.

  I am writing to express my disappointment with the way the wellness program has been handled at Dr. Boyd's Veterinary Resort. As a pet owner who has been bringing my beloved furry friend to your establishment since he was a puppy on March 10, 2022, I am appalled by the predatory practices that I have recently observed. It has come to my attention that your clinic has not been honoring the wellness program that you advertise. Despite being a paid customer, I have not been receiving the appropriate reminders for my pet's required appointments. As a result, I have missed several important check-ups and vaccinations, which could have had serious consequences for my pet's health. Furthermore, I have observed that your clinic has been using predatory practices to take advantage of pet owners. Instead of proactively informing clients of their required appointments, they have been withholding this information until pet owners inquire about it. This approach is not only deceptive but also puts the health and well-being of pets at risk. I find it deeply concerning that a clinic that is supposed to prioritize the well-being of pets would engage in such practices. When I contacted their office to inquire about my dogs wellness plan, the operator told me that he gets 50% off on his visits and that his heart monitoring is covered with the plan. However, after putting me on hold, she returned and told me that our wellness plan expired on March 10, and our dog is due for a rabies shot and a heart monitoring wich was supposed to be covered through our wellness program. When I spoke to the "Genera Manager," ***, she told me that it's not their responsibility to inform pet owners of their pet's health checkups and that we need to inquire about it, which is a crazy concept. I requested to talk to her superior/ower of the facility and she refused and told me that she is the highest and that we need to take our business elsewhere. Ironic that she looks at our dog as a business!

  Business Response

  Date: 05/11/2023

  Good afternoon,

  I am writing in response to complaint # ********.
  
  The complaint contains numerous factual errors.  
  
  The client purchased an annual wellness plan for his dog on March 10, 2022, and this plan was valid until March 10, 2023.   The package of services contained half-priced doctor’s exams for one year, one canine Rabies vaccine, up to three Canine Distemper vaccines, two Canine Influenza vaccines, one Bordetella vaccine, two fecal tests, pre-anesthetic lab work and one test for heartworm and tick borne diseases (also known as a 4DX test).    The client used all of the services except for the 4DX test.    Contrary to his claim, he did not have a rabies vaccination remaining in the plan, as this was administered to the dog by me on March 16, 2022.
  
  On August 16, 2022 and August 30, 2022, we emailed reminders to the client that his dog was due for routine fecal parasite testing.   The client brought the dog, as well as a fecal sample for testing, to us on January 4, 2023.   At this visit, we updated the dog's Canine Distemper vaccine, and the client paid for this vaccine, as his dog no longer had additional Distemper vaccinations remaining in his annual Wellness Plan.   The client was not charged for a fecal test at this visit because he still had one final fecal test remaining in his Wellness Plan.  
  
  On January 5, 2023, at the client’s request, we emailed him the dog's full vaccination records, showing exactly when all upcoming vaccinations would come due.   The document showed that the dog’s Canine Rabies vaccine and Canine Bordetella vaccine would require boosting on March 16, 2023.  
  
  On March 16, 2023,  we emailed the client again to remind him that his dog’s Rabies and Bordetella vaccines were due to be updated.   Two separate emails were sent, one for each vaccine.  
  
  On March 30, 2023, we received a request to fill a prescription heartworm medication for his dog.   We declined this prescription and explained that the dog was due for both a physical exam and an annual heartworm test (the 4DX test).    We did not hear from the client regarding the declined prescription.
  
  On April 9, 2023, the dog’s medical records were again emailed to the client at his request.
  
  We have verified the client’s email address, and he has acknowledged receiving emails from us.
  
  On April 19, 2023, the client called on the phone to complain that his annual Wellness Plan had expired without his knowledge.   We explained that we had sent multiple reminders as well as complete medical records, on multiple occasions, indicating that vaccines and tests were due.   I was present when our general manager spoke to the client on the phone, and I witnessed the personal slurs he directed at her as well as the additional, highly inappropriate language that he screamed at her.   This phone call from the client followed a previous history of repeated abusive behavior towards the staff of the this hospital. 
  
  The client stated that he would file complaints about our business if we did not accommodate him.   
  
  The client has a history of failing to respond to communications from our hospital and also of repeatedly treating our employees in a manner that no one should have to endure.   
  
  We would be happy to discuss this case at any time.