Business ProfileforPanther Pet Hospital

The only reason I am giving two stars is because I have been going there for years and the staff have been great. What I am disappointed in is one of the Dr.s inability to take responsibility for the failure of executing a health certificate in a timely manner that was promised, which resulted in the customer having to go through the process twice (being charged twice) and an additional 8,000 dollars. I reached out to Panther Pet several months prior to needing a health certificate to send my dogs over seas. My husband was coming and was going to coming and was going to take the dogs with him and I would follow later with our baby. I was told by the staff that it would not be an issue to get a certified health certificate and they were able to complete this. I went in person a month prior to needing the certificate and brought the paperwork that needed to be completed. The paperwork was collected and again I was told no problem. I told them the no later date that it was needed and we were told to bring the dogs in on a specific date to make sure it was done in time. We were called the day before the appointment and asked to push the appointment one day to the right. We had no issue with that as long as we would get the certificate in time for my husband’s travel. They said again, no issue. I brought my dogs in on the day of the appointment. On that day I received a call later in the day, I was told they could not complete the paperwork because it had to be sent to another state for it to be endorsed. They did not know this until that day. They were unable to get the certificate to me in time prior to the flight. The dogs were stuck with me but we already paid panther pet 400 dollars for their service. In order to get the dogs over now, I had to reach out to a company because my husband could not come back for them and I could not travel with the dogs and my baby. The company cost us 8,000 dollars. By the time the arrangements could be made to the company, the original health certification was no longer valid. I reached back out to panther pet because I needed to do another vet visit but this time, they only needed to be responsible for the veterinarian signature and the company I hired would make sure it was endorsed. I took the dogs in and got the veterinarian signature and was charged again 400 dollars. I asked why because one, they are the reason I had it to come in again and two because they were only signing the paper and not actually ensuring it was endorsed. The Dr. said it was because it took a lot of time going back and forth on emails. She was referring to emails that were sent from my company to them. I was CCed on the emails and only saw one traffic. The company I hired, provided all the paperwork for them. The price remained the same even though the process was not the same both times. In summary, my frustration was the promise I was given in the beginning that they were familiar with the process and I would be get a complete health certificate from them in time was broken. I was charged twice by them, when it was their mistake. And that I never received acknowledgment from the owner for their mistake and sorry that it has caused me to spend 8,000 in addition to them double charging me.