ComplaintsforWestwood Hills Animal Hospital

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought my cat **** in for an Exam and Vaccine.. and then 2 weeks later for a 2nd shot of of one of those vaccines. When we came to the appointment I asked staff why the appointment remender said exam and vaccine, as I just had an exam and did not want another. The staff member (looking at a laptop) told me that on her end the appointment is just for the vaccine. I responded by saying that was good, bc (again) I already had an exam. The vet came in and said the same things the previous DR told us. And I was charged for an exam. I reached out for a refund and was told that I should have asked questions about the fees. I dont understand how I could have been more clear w their staff.

  Business response

  03/02/2022

  Stacy,

  
  

  Attached is the information that each patient receives about fees for visits.  The below is screen shots of an email thread between the patient's owner and our business.  I also included the 5 star review she left us after this appointment.  

  
  

  Please let me know if there is anything else I can do. 

  
  

  Thanks, 

  
  

  ***** 

  
  

   

  Hi there,

  I brought in **** for Vaccines and an exam, and then for her second feline leukemia vax on the 15th.

  
  

  When we entered the room I asked the vet assistant about the appt, bc it said "vaccine and exam", i explained that I already got an exam for **** a couple weeks ago and ONLY wanted the 2nd vax. 

  
  

  I was told on her side she only saw that it was a vaccines appt. 

  
  

  Then the Dr came in and gave **** the exact same exam we had just gotten... told me the exact same things... and we were charged 40$for an exam.

  
  

  I was just putting ****s records away and noticed this charge on our reciept. 

  
  

  If a refund is possible fir that 40$ exam, I definitely deserve one. 

  If its not possible, I find the communication failing here to be unacceptable, will be removing my positive review and not be returning for any future visits.

  
  

  Not all folks can afford these misunderstandings, you have put me in a tight spot this month~

  __________________________________________________________________________________________________________________________________________________________________________________________________

  
  

  Thank you for reaching out and bringing this to our attention.  We strive to be upfront and explain our pricing at each visit.  Our receipts have a reminder that there will be charges with any recheck service and also states to ask questions about fees.  

  
  

  We will discuss at our next staff meeting suggestions to ensure we are not missing this in conversations. 

  
  

  Thank you for your time.

  
  

  ____________________________________________________________________________________________________________________________________________________________________________________________________

  
  

  I did ask. 

  
  

  I requested the appt was only for the vaccine and confirmed it with staff before the appointment began. I was told "on our end it only states vaccinations for today" and I said "good bc we just had an exam". 

  
  

  This is a far away from upfront as I can imagine. 

  
  

  Thanks.

  
  

  ______________________________________________________________________________________________________________________________________________________________________________________________________

  
  

  
  

  This is her updated review:

  
  

  
  

  ******* ********

  ????? 1 week ago

  I went in for an exam and vaccines for my cat ****. Came back a week later for a 2nd shot of one of those vaccines... I noticed the appointment reminder said exam and vaccine, so when we got there I asked and confirmed that this was only a vaccination visit. The staff member confirmed with me "on our end it only says vaccination" and I restated my purpose by saying "oh good bc we just had an exam so we dont need another one" in response to her ...after this entire conversation I was charged for another exam after hearing the same things from the vet from our previous exam... I reached out and was denied a refund, but was told they are upfront about their pricing expectations. --- I dont agree. --- Fair warning and best of luck with this place~

  
  

  
  

  
  

  
  

  
  

  *****

  Westwood Hills Animal Hospital 

  3242 Leonard ST NW 
  

  Walker, MI 49534

  ************

  
  

  Customer response

  03/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: As I have stated to this individual via email: I asked their staff before the appointment what I would be charged for, bc I saw it said exam. Also the vet tech at the previous appt said the appt was for a vax boost only. So theres kinda 2 instances of miscommunication tbh.

  The staff member told me that on her screen she only saw the visit as a vax appt. And I told them good, bc I didnt want another exam...as I just had one.

  The positive review I left was for the previous appt, where I was charged appropriately

  My complaint is only about the second visit. My complaint is that I was charged by a staff member just minutes after being assured I would only be charged for the vaccine. Your staff are your best representation and communicators for your pay policies and they failed to communicate to me what I would and would not be charged for. And i was very specific, *****.  

  no resolution asides from a refund for the services I specified I did not want will be accepted here.

  
  Sincerely,
  
  ******* ********

  Business response

  03/08/2022

  There will be no refund.  She had a copy of the receipt stating there may be additional fees associated with a visit.  Policies are in place for our practice and they are stated on the receipts.  

  
  

  Thank you.

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