ComplaintsforCornerstone Veterinary Service PC

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The vet practice has all of the documents as they provided them to me. If BBB needs to see my copies, please advise. 11/3/2023 — brought my 3.2 lb dog for a routine exam. It was determined that he needed a dental cleaning. I made appts for his pre-op screening for 12/28/2023 and his dental on 1/9/2024 and paid the $200 reservation. 12/28 — brought my still 3.2 lb dog in for pre-op bloodwork and meds were dispensed. I paid $131 for this. 1/2 — received a call to confirm his appt on 1/9. I called to confirm that his blood work was okay. Talked to a friend that same evening who has a 4.5 lb dog and also goes to Cornerstone. He told me that at his appt on 12/20 they informed him they can’t do dentals on dogs under 5 lbs. 1/3 — call to get clarification as to who has the correct information. They called my friend and told him the info he had was correct. I call back to find out what that means for my even smaller dog. Nobody got back to me with answers. 1/4 — call again to get clarification as to whether my dog can get the dental procedure that I already have a deposit on, that they did pre-op screening for—that I paid for—and that someone called to confirm. Dr. L******* FINALLY calls me back to tell me they can NOT do my dog’s dental bc they changed a plate on their x-ray sometime bw 11/3 and 12/20. She provides a list of dental specialists, the same as what was provided to my friend, and they are all hours away. What they won’t tell you is that there are numerous other reputable veterinarians in the area who can do dentals on small dogs. AT NO POINT DID ANYONE CALL TO TELL ME THIS BEFORE MY DOG’S APPOINTMENTS ON 12/28 AND 1/9. They refused to refund the $131 paid for pre-op screening for a procedure they knew they couldn’t do. Which is why my credit card company is handling the dispute. I would have shown up on 1/9 to be told THEN that they couldn’t do it. My credit card company is taking too much time, ergo BBB.

  

  Business response

  02/07/2024

  We have reached out to the client and resolved the issue.  We have refunded her fee ($131.00) and have sent her the records for her pet.  There was miscommunication regarding the bloodwork and the service.  The client was still able to take the entire bloodwork results (which she has now received free of charge) to a different hospital to have the service done.  We recommended that the pet be taken to a dental specialist due to the very small nature of the pet, as well as to provide the best and safest option for the case.  The client has chosen to attain care at another hospital.  

  Customer response

  02/07/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Cornerstone has tried to paint a different picture than what happened by saying I got free services while accepting no responsibility for the fact that not only did I bring my dog for bloodwork for a service they KNEW they couldn’t do they did not call me to cancel that appointment. I had to miss work for that appt. It was not MIScommunication—it was NO communication. Even after the pre-op, they called to confirm the dental appt. I would have taken more time off work to find out they couldn’t. Lack of communication, lack of ownership of responsibility and trying to make it look like I came out ahead is the height of unethical.  Regards, ****** ****

*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. ↩