ComplaintsforAllphin Veterinary Clinic

• Initial Complaint

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 25 I took my dog to Allphin veterinary clinic to get her librela for her knee and cytopint for allergies This apt was at 4:40pm and we left around 5:30. .The morning of the 26 ***** woke up sick. She was throwing up and had diarrhea. I started calling the vet at 11:30 AM. It took me five times to get through because it kept going to voicemail which, by the way if they do return the phone calls its late in the afternoon. When ******** answer the phone. I told her that ***** was sick and I needed to bring her in. She said that they did not have any emergency appointments available but someone would call meAt 3 30 ***** woke up and started shaking and throwing up with severe diarrhea. I called the vet and talked to ******** again and was told that someone called me back. ***** has a heart condition and has just been diagnosed with gallbladder problems and is on a new medication for it I called back the vet and stated that I had to bring her in. They told me that I could come in, but I could only see tec . They took me to room and told me that all they could do was give her a probiotic. I tried to explain that ***** was fine into her appointment yesterday. They said they only they could only schedule emergency appointments today and they were all taken, the vet could not see her and this is all they could do, to give her any meds she would have to see a vet and then none available. This was told by Vet tec who said she was an office manager her name was. ******************. She also stated that I yelled at ******** over the phone and the girls in the back of the office could hear me. I asked ******** if I yelled at her over the phone she said no. When I told.Adree that if they did not treat ***** since they were the ones that made her sick, giving her the shots on the new medication and I would have no choice but to file formal complaint, she came back with ****** file and asked me to leave the office. I had to take ***** to an emergency ER.

  Business response

  04/12/2024

  We have turned this issue over to our legal team for further pursuance. 

  Business response

  04/12/2024

  We have turned this issue over to our legal team for further pursuance. 

  Business response

  04/12/2024

  Please read the attached copy of the letter that was sent to the Office of the Attorney General, Consumer Advocate, **************************** in regards to this matter.

  No refund will be issued as ******'s pet did receive these services. This pet had the same injections done one month prior with no reaction. Therefore, there is no indications that the injections were the cause of the pet's diarrhea. We also did not charge her for visit with us on 3/26/24. We did report her claim to ******, the manufacture of Librela and Cytopoint, as a precaution and ****** is welcome to follow up with them. The case number at ****** is *******. Please let me know if you need anything further. 

  Customer response

  04/16/2024

  Complaint: the reason I am rejecting the response from Allphin veterinary clinic is because on May 26 the only service I received from them was kicking me out of the office and handed me my file when they refused to give any medication for the nausea and the diarrhea. I told them that I was going to file a formal complaint and they handed me  ****** file and told me to leave, no services were provided. I could care less about the $163 for the vet visit but I do deserve an apology and no other animal should be treated this way. :
  
  
  
  Sincerely,
  
  *********************

  Customer response

  04/16/2024

  Also, with they seem to keep leaving out in their medical notes ***** had just been diagnosed with a gallbladder problem and was on new medication. This was a full-fledged gallbladder attack. That is what theyre not acknowledging that is where their negligence comes in. yes, ***** has received the shots for over a year and never had an issue, but the new medication that she is on for her gallbladder with the combination of receiving both of those shots together gave her a gallbladder  why this vet cannot admit this I do not understand three other vets confirmed it 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have repeatedly asked them to stop calling and texting me. They continue to call and text. They need to stop harrassing me. I changed vets for a reason after they traumatized my puppy. I will never go back there.

  Business response

  12/15/2022

  In response to a letter received yesterday from the Better Business Bureau with regard to client, ********* ********** (ID ********), we have attached the following items:

  • A copy of your letter
  • A copy of *** ************ letter, received yesterday
  • A copy of our contact with *** ********** since December 23, 2021

  In our defense:

  • We were unaware that the client was unhappy with us and had changed veterinarians.  We were never notified.
  • Our system showed that we could send reminders and correspondence to the client.  Client did not notify us of her wish to be taken off our mailing list or that she did not wish to be contacted.
  • Most health systems, human, animal, dental, etc., send out appointment reminders.  We are no different.  In this busy day and time, it aids our clients in keeping track of their appointments and helps us keep our schedules filled.  If client's forget appointments and/or don't cancel, that means we were not able to fill the appointment with another client's pet that really needed to see us.
  • When notified, it takes a matter of seconds to change the status of our reminders.  The client simply needed to notify us.  She did not.
  • We only want best medicine for our client's pets, as for most clients, their pets are their world and we understand that.  Our system is set up to let us know when pets are behind on their vaccines and because we live in a rural area, it is vital to our community and surrounding areas for pets to have their vaccinations up to date.  With that in mind, the job of one of our staff members is to make a one-time, personal contact with clients to remind them that their pet is behind on his/her vaccine.  This staff member is very personable, gracious and because we believe in pets being vaccinated (especially for rabies, parvo and distemper), we offer a discount when making the one-time contact with those clients.  Our staff member who contacted the client on December 7 was calling to be helpful and was met with abhorrent and disgusting treatment.  At that time, we immediately deactivated her.  No one deserves to be spoken to the way the client spoke to our staff member.
  • This client did not notify us that she had changed veterinarians.  If she had, we would have immediately deactivated her account so she did not receive further correspondence.  We are easy to reach by phone, email or text, so there is no excuse for us not knowing of her intent.
    

  Customer response

  12/15/2022

  Complaint: ********
  
  I am rejecting this response because:
  I sent an email March 5th informing them i was upset the vet traumatized my puppy and said I would be finding another vet. I sent a second email March 5th asking that my dogs records be emailed to me. 
  Every time they texted and called me I responded telling them I wasnt coming back and to take me off their contact list. 
  

  Saying they were never notified is a complete lie and just shows the type of business they truely are. 
  Even having their number blocked they continued to leave voicemails and send texts. If you have a record of all the text messages you can clearly see I told them repeatedly to stop messaging me. Unless they edited them ofc. 
  
  

  December 7th the call was blocked so  "December 7 was calling to be helpful and was met with abhorrent and disgusting treatment." is completely false as well. 

  I did call back and ask for a manager and was told none was available. 
  ********* *********

*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. ↩