ComplaintsforYork Animal Hospital

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We made an appointment at this vet for our sick dog. They charged us $55 since we are new but the appointment was a week away at the earliest and we said we need something sooner but still made the appointment in case we couldn't find something sooner. Was told if we did find something sooner to Callander cancel and the money would be refunded. Called back maybe an hour after we made the appointment because we found something for the next day at a different vet and they would not refund the $55. They said they do what they got to do. It might have been under my girlfriends name which is ***** *********. She don't remember who's name the appointment was under because she was more worried about our sick dog.

  Business response

  03/27/2024

  Since 2020, it has been our policy to charge a nonrefundable exam fee deposit to schedule an appointment for new clients. The fee is then applied to the appointment when the pet is examined. The nonrefundable deposit is made clear to the person making the appointment and it is also stated on the receipt. To ensure the client understands the fee is nonrefundable, an appointment will not be scheduled without the deposit. Missed appointments  results in the unnecessary delaying of other patients that are sick or injured. The sick or injured patient could have been examined sooner if the person that was not able to make the scheduled appointment had called to reschedule ahead of time. Therefore, we only schedule appointments for clients that are serious about showing up for the appointment. This policy has virtually eliminated unnecessary delayed treatment of pets. If the person is not serious about an appointment or want to see if they can get the pet in sooner elsewhere, then the person should not make an appointment with us and thus lose their deposit.  Exceptions are made if the pet or other family member had to go to an emergency center before we could see the pet and we are informed of such. We have had very few complaints and people have been very understanding of the policy.  If someone did have an issue with the policy, then they simply do not make an appointment. However, in the interest of the health of the pet family member and since we were not able to provide appointment opening sooner than a week out, I am willing to make an exception to this policy. However, as shown, the amount was $53 not $55 dollars and may be refunded through the credit card used to make the deposit. 

  Customer response

  03/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

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