ComplaintsforAlfred - Waterboro Veterinary Hospital

• Initial Complaint

  10/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  10/27/22 I called because of an issue with my cat. She explained it would $100 instead of $85 and classified it an emergency instead of regular appt. I was fine with that but my cat's problem cleared up and I called back to cancel and it was an hour and half after the first call. She said they were still going to have to charge me $100.If I had been told that in the first place I would have told them I would find another vet. I have been a very long customer of theirs and very dissappointed with them. I am watching my credit card to make sure they don't charge me as they should not have a card classified "on file"At this moment it is just a complaint because they should have said something about what would happen if you canceled.

  Customer response

  11/07/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  11/09/2022

  Response to the complaint #********
  
  The complainant phoned Alfred Waterboro Veterinary Hospital on 10/27/22 at 8:02 am with the concern that her cat was suddenly blind. The complainant spoke with the receptionist who offered an emergency exam that morning. The emergency visit charge of $100 was conveyed to the complainant. At 9:27 am the client called to cancel the emergency visit. She was informed that she would be charged the $100 appointment fee as this is our policy. The receptionist attempted to explain our cancellation policy but was unable to as the client hung up on the staff member. Contrary to what the client stated, we do not keep credit cards on file for security reasons. The client was not charged for her missed appointment fee. Due to the cancellation, other clients and emergencies were turned away. When attempting to communicate this concern to the client, she abruptly ended the conversation and hung up. The above information was verified as all of the phone calls at **** are recorded. These conversations have been saved to the clients file.

  Customer response

  11/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

   

  I will accept but if I had called them 3 to 4 hours after my inital call I would understand them charging me $100 but since I called aspprox one hour after the initial call they could not have canceled very many appointments. 

   

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