ComplaintsforWebster Groves Animal Hospital

• Initial Complaint

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Webster Groves Animal Hospital about 2 weeks ago asking if they could do a nail trim only for my dog. This is where I take him for regular vet care. I was told to bring him in after 10 a.m. as the techs get there at 9 a.m. and then they would be ready to do his nails. Today, 5/12/23 I went there around 10:30a.m. One of the people at the desk asked if we had an appointment and I told her we just needed nails done. She said, "We don't do that here." She never got out of her chair, she barely made eye contact with me and another employee in another area stood there and stared at us. This lady just looked back at her computer and said she couldn't do anything as she does not know to whom I spoke. Then she just went back to her computer work. I asked if she could tell me why the entire staff was not properly trained in this issue and she said, "I can't help you hon." There was no offer to get a manager, there was no offer to take me somewhere a little more private; there was absolutely no customer service. I have been going there for a few years but am seriously considering finding another vet practice.

  

  Business response

  05/19/2023

  On 5/15/23 we called to discuss the concern.  At the time, she was unable to talk and indicated she would call back to discuss on Tuesday, 5/19.  We have not heard back.  We were calling to set up a time to complete the nail trim at no charge.  We should have tried to meet her needs when first came in.  We do not accept walk in nail trims due to case load and staffing concerns.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  October 14 2021 called Webster Groves Animal Hospital and made an appointment to take dog in. Was given an appointment time of 3pm. Arrived at 3 pm , checked in and told they were running a little behind but someone would be with me shortly. Some one asked a few questions about the dog and someone would be with me soon. Finally at 4:30 after all the other animals had cleared from the waiting room we were the only ones left so asked receptionist when we would be seen. Said she didn't know and no one checked so told her that is ridiculos and left. A Month later the charge was on my credit card statement for $55 for canceled appointment. Since no one checked when we would see a vet or anything I don't feel I should have been charged for an appointment as we were there but no one saw us for an appointment. I have called 3 times to discuss this with them, was transferred to a voice mail for ***** (said he was manager of customer relations) and have never been called back. On the last call the lady that answered the phone said she tell him and have him call. Obviously he doen't take the job seriously if there is a complaint. I just want my $55 returned.

  Customer response

  03/03/2022

  They did finally respond about month after I submitted the complaint and sis refund the money.

  Thank you for your assistance. I don't think I would have heard from them without it.

  Thanks

  *** *******

• Initial Complaint

  08/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see the uploaded thread of emails for detailed information. Our cat suffered a brain injury after being shaken by our dog. My husband and I were out of town, therefore it was very difficult to manage the situation. They kept telling us to put the cat down but after my own research it did not seem like we should. I was able to come home and see the cat before having to leave again for work. They quoted us $1600 and had us put down $800. When I picked up the cat 4 days later, the woman who answered the phone told us the remaining bill was approx $1000 and would not let me come in and pay even though I was in the parking lot. She charged our card $2800. I spoke to their customer service rep, ***** ******** and he apologized and said he would look into it. We have had no explanation yet and their customer service rep has stopped responding. Our cat, although now blind is thriving and doing great despite them telling us to put him to sleep! We are asking for a refund of $800

  

  Business response

  11/04/2021

  Client signed an original estimate for maximum of $1773.75 ($1612.50 + 10%).  Based on the medical condition of patient, additional hospitalization was required.  Additional days were discussed with the owner (see medical file dated 6/15 & 6/16 - highlighted).  The requested refund of of $800 was the initial deposit.  The patient was critical and in ICU.

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