ComplaintsforAll Creatures Veterinary Care Center
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Complaint Details
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Initial Complaint
02/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife and I brought our dog into receive a ultrasound. The docotor was unable to provide any details to us other then vague thoughts. She also indicated that the equipment was new and she was uncomfortable using the equipment. We asked for a written summary of the ultrasound for three days and received no response. Finally another doctor called us back and gave us a better answer but still nothing in writing. He then apoligized for the experience we had and informed us that he would have the charges credited. When we called back in and we were advised to profide our credit card information for the refund the receptionist said that we would only be credited ***** instead of the nearly 300 we were charged. The doctor told me directly that the credit would be for the full cost of the visit. She resused to let us speak to the docotor again and said that we were lying. Our dog is sick and we have to deal with employees like this. Im very hearbroken that this is how my wife and I have been treated and would like this business to honor there word. Now we have to spend more money and get the same service down elsewhere since they were unable to provide the service that we paid for. We are requesting a full refund.Business response
02/25/2022
Patient seen on 2/15/22 for mass in groin region. Received FULL physical exam ($66.75 included new client records establishment fee) which they received a full report of with suggestions),radiograph ($140) which they RECEIVED copy off. The ultrasound is called a AFAST. It is not a full ultrasound exam it is a focal exam of a point of interest. The pet actually had all his organs looked at and findings noted in report. The machine is new and the veterinarian on staff was not trained to save images. On AFAST we usually do not save images anyway. The owner was not happy we couldn't provide images so after talking to ***** directly on the phone with a customer service representative as a witness I offered to refund the ultrasound fee of $85 which he agreed to. He said he would call back with credit card info. His wife called back and said we told her husband we were going to refund the whole visit. That was false and the *** told her she heard the conversation and the refund was for $85 which is for the radiograph and examination. There was no complaint regarding the radiograph or examination and those services will not be refunded.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.