Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Waghab to see about strengthening my senior dog's weak hindquarters. They happily took my money, but didn't deliver. They didn't do any thing to strengthen him or help with his decreased ROM. They did about 5 min.of ************* a few times. There was no concern about him getting weaker instead of stronger. They don't return phone calls at all. Email is not responded to in a timely manner. It takes days if they respond at all. No one there listens, especially the manager. I got nothing for a lot of time and money, which I would have happily spent if they had done something to help my dog. Between the lack of caring, the lack of care for my dog, and they're lack.of communication, I feel like they just stole a lot of money (I paid them and got zero return) and a lot of time ( almost a half day each trip including drive time). I bought a package then they charged me on top.of that. They are not transparent about their charges. When I didn't use the entire package because their "care" was not helping and possibly hurting *****, they wouldn't refund any of it. The manager is rude and uncaring. ***** left there worse than when I 1st took him. The care and rehab activities I did helped him more.

  Business response

  11/27/2024

  ********* ****** had her dog evaluated at Waghab on 11/12/24. On her intake forms, she stated that she wanted him to have an improved quality of life and to reduce pain. She also indicated that she was interested in laser therapy among other services offered. The veterinarian that performed the evaluation found that the dog had pain in his spine. We do not give out exercises or try to strengthen dogs if they are in pain as we want to address the pain first. A treatment plan was set up that ********* agreed to. The plan was to start with 2-3 times a week laser sessions in the clinic as well as continue with the light exercise at home. The plan was then to follow up first week of December, where her dog would have been re-evaluated.  If the veterinarian felt like it was a good idea, then more exercise would be initiated. ********* agreed to this plan.
  She paid of the evaluation $215 and she purchased a 6 multi site laser package for $280.  She brought her dog to 2 laser sessions over the next week, at the second session she started complaining that her dog was not getting stronger, only weaker and that she did not want to return. She made it very clear that she expected a call from the manager. She was called later that afternoon and it was explained to her that we always address pain before starting exercises and that 1 week is not nearly enough time to see the changes she was hoping for. Nothing would appease her. She was refunded a prorated amount of $186.67 on 11/21/24 for the unused portion of the package. All documents to support this have been included.

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