ComplaintsforHelping Hands Veterinary Clinic, LLC

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We made an appointment for our cat Gabby 12/26/22 at Helping Hands Veterinary Clinic in Advance to examine/remove a growth on her flank area above her left hind leg. The roads were ice/snow covered but we managed to get to our appointment in our 2-wheel drive vehicle. When we arrived, we took her into the clinic and was told "walk in's" would have to wait our turn, which I didn't understand since we had an appointment. We left her in their care and went to McDonalds for breakfast. We went back to the clinic and was told the tumor needed to be removed and scheduled an appointment 2/7/23 and to have her there between 8-8:30 Am. We paid our exam bill of $40. and came back home. When we arrived for her appointment Tues, 2/7/23 I went into the clinic to let them know we were there for the procedure. The receptionist looked on her computer and said we don't have you scheduled today, I said really, we have an appointment card at home with the time and date on it. After disagreeing with her for several minutes I motioned my husband to come into the clinic since he was waiting at the car to bring our cat in when I got her checked in. The veterinarian's wife then made an appearance, and I again told her our cat was there for her scheduled surgery and she yelled "Nope, it ain't gonna happen today" again I told her that I have the appointment card at home. She said it is not in the computer, and I said you made the appointment. She said I must have made a mistake and asked if we wanted to reschedule---I looked at my husband and we both said NO at the same time. We drove around 140 miles total to hold up to our end of the deal, the first trip like I said NO one should have been on those icy snow-covered roads but we risked out lives and property to make it to our appointment. I believe our initial $40 office exam should be refunded since they did not hold up their end of the agreement to do the scheduled surgery. We were also out around $22 in gasoline.

  Business response

  02/24/2023

  I am writing in response to the complaint ID of ********.  I apologize that this letter stated this was the second attempt to reach us, but it is the first letter we received.

  The clients were originally scheduled with a cat we had never seen before as a drop off on December 26, 2022 with the complaint of a mass that had been growing for over 1 year.  We are a one doctor practice and a "drop off" is when all appointments are full, but the client is insistent on being seen so we will schedule the pet to be dropped off and worked in between appointments and surgery sometime during our work day.  Clients are called to come back and pick up once the examination and treatment is completed.  This was explained to owner multiple times according to our receptionist.  We often tell owners of cats we haven't seen to withhold food and water since we are unsure of their demeanor in case there is any need to sedate for the exam.  Again, this owner could have waited for an actual open appointment since this was not an emergency as it had already been going on for over a year, but the owner's were insistent on being seen.

  Owner's came in on the 26th and complained of the bad weather and that they had to drive in it.  We told them that they didn't have to drive in it and in fact our receptionist had called all clients on Friday, December 23rd that were scheduled to be seen that Monday and told them to call the office before driving in because we couldn't be sure our staff would even be able to make it.  In fact on the 26th out of our staff of 7 only 3 were able to make it into the office.  Also, upon arriving to the office we found that overnight a waterpipe had burst and we had water in our lobby/reception area.  Owner's came in on 12/26 and told us that they were there for their cat's surgery.  We explained that they had scheduled a drop off and we never schedule surgery on a mass that Dr. Ward hasn't first examined and prepared an estimate for to see what he is actually dealing with.  Clients were argumentative even though the actual receptionist who scheduled the appointment was there.  We explained that we were extremely busy with scheduled appointments coming in, phone calls to cancel and reschedule appointments due to the weather and a busted water pipe.  The busted water pipe also caused us to have to cancel the previous surgeries scheduled that day because we can't legally do surgery without running water so we were also dealing with that.  Clients continued on complaining that they had to drive in bad weather and I told them multiple times that they didn't have to and in fact we had asked them to call before coming in.  Clients ended up deciding to leave the cat and go to McDonalds because they said they hadn't had their morning coffee yet.  We got to the cat immediately and charges were entered and estimate was complete by 9:00 am.  (This is time stamped in their medical record for proof).

  As far as the appointment for surgery being scheduled I (****** ***** ******** ******** cannot confirm or deny that.  I know we sent them with the estimate on the 26th, but I honestly can't remember if they scheduled that day or told us they would call to schedule.  We were extremely busy and I admit frazzled with having to deal with the weather and these hard to handle clients with a staff of 3 when it would normally take 7.  If I did complete the reservation, I sincerely apologize and don't deny it, I just don't remember.  I will admit that even I make mistakes from time to time.  

  The day the clients came in for what they thought was their intended surgery date on February 7, 2023, we had already had a scheduled spay, neuter and exploratory surgery drop off.  The receptionist came into my office (next to the reception area) and told me what was going on and I looked over the schedule and told her that no, we can't fit them in today.  I then went up front to talk with the owner's who I understand were upset due to thinking that they had a scheduled appointment.  I told them I very well could have made a scheduling mistake, but the animals we had for surgery were already here and dropped off for surgery and we did not have the needed time for another hour long surgery.  I did offer them another appointment, but they continued to cause a scene at our front desk and I was relived when they both declined and left.  During both visits to our clinic they were rude and argumentative.  The first visit was a misunderstanding on their part as we explained the procedure.  The second visit my have very well been my fault for not scheduling correctly.  I won't deny that isn't a possibility since I honestly don't remember.

  We will not be refunding this client their $40 exam fee.  We feel that the work put into the examination and speed in which we worked in a "drop off" more than qualifies for the amount we charged and they received a consultation with the doctor and an estimate for the surgical removal and biopsy of the mass.  I am sorry that they are not satisfied and apologize for any part I may have played in a wasted second trip.  We do have an alert on this client's file that even before their complaint to the Better Business Bureau that we would not be seeing this client again due to being rude and causing a scene at the clinic.

  Customer response

  03/02/2023

  Complai*** ******** * ** ********* **** ******** ******** ******
  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  ** **** without a doubt is the person responsible for making the mistake of not entering our appointment for surgery into their calendar/scheduling.  She didn’t have any problem with taking our payment Dec 26, 2022 or handing me the estimate and  appointment paper for Feb 7 2023 which I watched her create.  Instead of showing remorse and trying to correct her mistake she is trying to transfer blame.

  They can rest assured we will NEVER/EVER go back, nor will be recommend their practice to ANYONE.  The response we get when we describe our experience to others is beyond words.  If the entire clinic is as incompetent, unprofessional, disorganized, and rude as the front I would never   trust them with the care of a beloved pet. A clinic that large should have at least two qualified veterinarians and greed should not be a factor in the lack of providing quality care. After reading comments on social media I see Helping Hands have had  several problems in the past.
  * **** does not know the difference between “walk-in” and “scheduled appointment”  Please note that two times on the confirmation email sent to us above it clearly says APPOINTMENT.
  The initial $40  5 minute exam was not necessary if they were not intending on doing the actual surgery (which I consider now a blessing that it didn’t happen) When we called to make the first appointment we informed Helping Hands that our cat had a mass that needed to be removed.  Again because of their incompetence we were out $40 for an unnecessary exam, at least $20 in gas and our wasted time.
  And yes I was upset, I believe anyone would be in the same circumstance. I believe I composed myself in a civil manner considering how we were  treated, especially Ward‘s loud, hateful comment “IT AIN‘T HAPPENIN' TODAY!!”.  I suffer from both severe anxiety and depression and unwarranted/unjustified stress effects me differently than someone who does not suffer from these disorders.  It triggers my fight or flight response---thankfully I choose flight.
  As A.Ward would say “IT AIN’T OVER WITH!!!!”  There are other settlement options available 
  We are extremely happy with the clinic that removed Gabby’s tumor.  What a difference it makes when you choose someone that knows what they are doing!
  
  
  
  
  ***** *******

*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. ↩