ComplaintsforRock Road Animal Hospital Inc.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/12/2023 I my child and my dog entered here for his rabies shot and exam . The vet asst ***** told me since i had my child and kids aren’t allowed in the exam which is understandable i said ok she proceed to say the vet can STILL SEE MY DOG and she will bring him back when he’s done. In the process my 3 year old said she has to go to the bathroom i asked the rude unprofessional receptionist can she use the bathroom she tells they cant let anyone use public bathroom its a law i said ok if its me its understood but its my baby she still refused and told there’s gas stations around . So then the vet asst comes back out and tell me prices and I’m like wheres the doctor you said the doctor will come out since I couldn’t go back there ! She tells me that since i paid for just the rabies shot i would have to pay for the office visit for ADDITIONAL 55 . I then said to her so basically if I would’ve had my baby I would’ve been able to see the doctor but since i have her I can’t see the doctor. Makes no sense . The the asst comes back with a paper of suggested dog food when that’s something i wanted to discuss with the doctor. So they basically just wanted my money because why you LIE ABOUT ME SEE THE DOCTOR FROM THE BEGINNING . i have been going here for years since i had my dog he’s 4 and those people are RACIST UNPROFESSIONAL AND PLAYED ME OUT MY MONEY; I SHOULD’VE BEEN ABLE TO SEE THE DOCTOR SINCE I PAID FOR AN EXAM AND SHOTS… Then quote me for 1,000 but can’t let me talk to the doctor. I will never enter this place again

  

  Business response

  01/18/2023

  Mrs. *******, 

   

  We would like to address your concerns in the order you listed them above.

   

  We do not have a public restroom. Our restroom does not meet the American Disability Act requirement, and so the city of Breckenridge Hills does not allow for this. This protocol has been in place since 2016 when the practice was purchased.

  
  You came to your visit with your son. It has been documented that we informed you that we only allow one person into the exam room at a time (Appointment text confirmation attached). This reminder was sent to you via text, which you confirmed via our text reminder. We understand situations arise, and more than one person will arrive for their visit. In these cases, we bring the patient back to treatment and speak to you in reception. This is a common practice we have been following since 2020, when Covid began and we were not using our exam rooms at all. 
  
  As for the charges, we did not charge you for an office consult or exam fee, primarily due to the fact that the doctor did not meet with you. The only fees you paid were for the inventory we provided, which was a rabies vaccine and a rabies tag, required by law. When you originally contacted us back in December, we gave you an estimate for the Rabies vaccine only and explained the additional $55 fee if you wanted to speak with the doctor (December estimate attached).

   

  For this reason, we will not be issuing you a refund for $43.41. There were no services charged at this time. And you were properly quoted for the inventory provided.

   

  Sincerely, 

  ***** ******* DVM and Practice Owner

• Initial Complaint

  07/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called regarding an upcoming appoint for my dogs and was told they did not have me in their system. I explained that was impossible due to the fact I have been bring my dogs there for well over a year. The office lady said I would need to bring proof of that ,so I did. Once I took them the requested paperwork, she called the police and banned me from the property. I am not sure what was said to the police, but they had their guns drawn on me. I was argumentative about them not having my appointment, but never once was any threats made by anyone. They must have made an error and deleted me from their system, I understand common errors, but I do not understand why they would be so rude to a loyal customer.

  

  Business response

  07/19/2022

  Ms. ******* has been banned from our facility due to her aggressive behavior toward the staff as well as toward the Breckenridge Hills Police. Ms. ******* has visited our hospital only two times before this incident; once on 7/16/2021, and once on 4/6/22. The statement she submitted consists of falsities, as we have indoor and outdoor cameras on the property that recorded the incident, along with the names of two Breckenridge Hills Police officers who will corroborate my statement below.

  Ms. ******* called to confirm her appointment time when she was told she didn't have an appointment. She became extremely argumentative with the receptionist, and using profanity. The receptionist tried to make things right. Despite the appointment no longer being on the schedule, the receptionist did offer that Ms. ******* can still bring her pets in to be seen, at the same time and on the same day the appointment was made. The receptionist asked that she bring her record showing the appointment time, because we were trying to figure out what exactly happened. When Ms. ******* was asked this, she became irate. 

  The call was then transferred to me, as Ms. ******* continued to speak over the receptionist, while yelling and using profanity. I told her the same information the receptionist had, that we would still see her pets the next day at the same time. Ms. ******* was so aggressive, so vulgar and threatening, that when she told me I'LL BE RIGHT UP THERE, before hanging up the phone, I felt it necessary to have police presence.

  Ms. ******* arrived before the Breckenridge Hills Police. She threw her paperwork on the front counter and left without speaking directly to the staff, all the while still yelling and using profanity. I decided then that her behavior was not going to be tolerated and she would no longer be welcome at our hospital.

  When the police arrived, they offered to call Ms. ******* for us. When they did, they informed her the appointment was cancelled because she was no longer a client at the hospital and that if she showed up, she would be arrested for trespassing. She told them to F*** OFF and hung up on the officer. Ms. ******* then proceeded to call the hospital and told the receptionist, TELL THAT ******* OFFICER I'LL BE RIGHT UP, and hung up. 

  The police waited for Ms. ******* to arrive. She pulled into a side street that was not on the property. She waved them over. The officers approached her vehicle for discussion, NO guns were drawn. The conversation lasted less than 15 seconds when Ms. ******* took off.

  The officers returned to the hospital and informed me they tried to speak with her, but as soon as she figured out she was speaking to the same officer she told to F*** OFF, she immediately left. The Breckenridge Police officers informed me that she probably won't return, but to call them immediately if she does, and they would arrest her.

  We will not be contacting Ms. *******. She is entitled to her pets' records. When she finds another animal hospital, they can contact us directly, and we will email the records to them.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made an appointment for a new pet. I paid a $49 deposit on a credit card. Six days before the appointment, I canceled the appointment. I was then told that I would not get a refund of my $49 deposit. I spoke with the office manager, who claimed that she was the person who made the appointment and that she told me the deposit was non-refundable. I deny that she told me it was non-refundable. I asked for a refund and she denied my request. This animal hospital is keeping money that they did not earn.

  

  Business response

  02/07/2022

  Ms. *******, 

   

  The non-refundable deposit has been in place for more than a year now, for reasons exactly like this. COVID has caused us to change many protocols. This one specifically helps us to see our current clients more readily, as well as continue to see new clients. We ask for this deposit so they don't cancel an appointment that could have gone to someone more in need. And if they must cancel, we keep the credit on the client's account to use at their next visit. After speaking with the hospital manager, she confirmed you discussed this with her at length, and your words were "we were the only hospital (not the one you normally see) that could get you in the soonest." And so you provided us with a deposit.

  It's unfortunate your actions have escalated to this interaction. Since you have yet to visit our facility, the other owners and I have agreed that we are not a hospital that can meet your needs and ask that you seek further services elsewhere. Because of this, we have decided to refund your deposit. The amount will come in the form of a check to the address you have provided. This can take up to 30 days to receive.

  Regards, 

  *** ******* ****, Owner

  Customer response

  02/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

*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. ↩