ComplaintsforWestside Animal Hospital

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in on Oct 17th. This vet is not qualified to deal with humans, and the office is so poorly run. 1) The Vet over reacted which sent me into a panic when I brought my dog. Not only did he make it sound like my dog was dying, but he didn't give me any information on what was happening or how to handle it. 2) when I asked for next steps he quoted me $400 dollars and the next day I got a call from His assistant saying it would be $1,200. I asked for an explanation and the assistant couldn't give me one, and the vet wouldn't get on a call. 3) when I brought my dog in for the appointment no one was there. They open at 9, but no one got to the vet office until 9:30 and the vet didn't even contact me until after 10am. 4) They said they would refund me for the services not received and then didn't do anything. When I called in the vet told me the assistant that does refunds wasn't there and I would have to wait two weeks. He asked for me to give him my credit card number directly. This business should not be allowed to work with any pets or their owners, and needs to send me the refund they promised.

  Business response

  11/09/2023

  ******** ****** ******** *********************************************************** ************ ************************ ***** ******************************************************* ******** * ****
  
  Dear ******************************,
  
  On October 17th, 2023, *** *********************** called our office to set up an appointment for his pet Loki because he had felt a growth on his neck. The appointment was set for the same day at 5:45pm. Upon his arrival, ***************************, the receptionist checked **** in for his appointment once the intake was completed. She transitioned ****************** and his Dog **** into the examination room to be seen by me. During the physical assessment I noticed that it wasnt a growth and that all of ***** ***** ***** were enlarged. I then explained to ****************** that there are various reasons that could happen that it could be a simple infection or worst-case scenario Lymphoma but to be able to find out he would have to run a Biopsy on **** to get an exact diagnostic and go from there. ******************* then asked how much it was for a Biopsy Test itself, which was $400, but then we told him he would get an exact estimate the next day with the whole cost of the procedure. ****************** was fine with this and scheduled an appointment for Thursday October 19th, 2023, for **** to go through the procedure. When ****************** received the estimate by email for the surgery which came out to be $1,139.25, he called our office furious saying that wasnt the amount he was told, thats when ***************************, the receptionist explained to him that we had told him the biopsy test was only $400 but that the whole procedure was the Price on the estimate. He then demanded to speak to me. As that day fell on a Wednesday, I was not in the office so the receptionist wasnt able to contact me. ****************** then said to the receptionist to call me the next day I got in the office.  I always arrive at the clinic at 10:00am and the receptionist arrives at 9:00am. Unfortunately, that day on October 19th, 2023, she arrived at 9:10am due to her train being delayed. However, ****************** Showed up at 9:00am without confirming his appointment the night before. I called ****************** as soon as I arrived at the clinic and explained to him that the $400 he was told was just for the Biopsy and the Procedure was a separate charge. ****************** wouldnt understand and demanded his refund for the examination.
  I agreed that we would give him the refund but that he would have to come in with a physical card so we could process the refund and ****************** agreed. My receptionist had to be out due to some personal issues and he called again On October 23rd,2023 demanding his refund and saying he wasnt going to come in and that there had to be another way and threatening that if he didnt get his refund by the end of day, he was going to report us to BBB.
  I then said I wasnt familiar with the credit card machine and that he would have to wait for my receptionist to get back, or I could write him a check, but ****************** declined the offer.
  
  Sincerely,
  
  ****************************

  Customer response

  11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

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