ComplaintsforAnimal Medical Center of Gahanna

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called the business and requested that my membership be cancelled after the current plan expires to ensure that my credit card would not be charged after 8/28/24 of which I am paid in full for. When I initially started the plan I was told that I would have to call in before the plan ended to have this done because they could not set it up in the system to automatically not renew. I paid for an entire year of service. I spoke with a ******* who was very disrespectful as an employee and who did not listen to my request. The employee then stated to me that I requested to cancel my plan and that is what she did. I said if you had done what I requested then why would I be calling you back to advise you that you did listen nor comprehend what I requested. She had no answer. The employee was more concerned with telling me that going forward I would not receive some discount the plan holders receive. She pre-maturely cancelled a plan that had already. been paid for and then acted like she could not fix the problem she created and that I would just have to forfeit what I already paid for. I want a refund for 2 months and 9 days of refund at an amount of 232.62 because I do not feel comfortable bringing my dog back to their establishment. I have had interaction with this same employee ******* before and she is not the friendliest. She was also the one who took my payment on 8/28/2023 and advised me of that fact that I would need to call towards the end of the plan to cancel or they would charge my card for the following year. She signed off on the contract. This place has quite a few negative Google ratings about customer service and various plan charges. I wish I would have read them sooner.

  Business response

  06/24/2024

  I spoke with Ms. **** this morning, she had a valid complaint. We mishandled her wellness plan, I offered to refund her the last 3 months she had already paid for but did not use or I could reactivate the account so that she can take advantage of the plan. She elected to reactivate the wellness plan and I made an appointment for her to see the doctor tomorrow. I believe everything is resolved moving forward and I again apologize for the poor service on our end.

  Business response

  06/25/2024

  Hello - I spoke with ****** **** yesterday. We have both agreed that her ***** Agreement was not handled correctly on our end, and she wishes to continue on with the plan. I believe this matter has been resolved, she will be in later today for an appointment. Thanks.

  I spoke with Ms. **** this morning, she had a valid complaint. We mishandled her wellness plan, I offered to refund her the last 3 months she had already paid for but did not use or I could reactivate the account so that she can take advantage of the plan. She elected to reactivate the wellness plan and I made an appointment for her to see the doctor tomorrow. I believe everything is resolved moving forward and I again apologize for the poor service on our end.

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ****

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I been given run around to get conformation of my account being settled. I have contacted several time but nothing is being done

  Business response

  03/11/2024

  This was resolved over the phone on Friday 3/8/24 - we had the wrong email on file so the client was not getting the email confirming his account was closed and a final receipt.

  Customer response

  03/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The office refused to do service I paid for because I didn't have another form of payment on my plan. I have had plan for years. The plans included a dental valued at $500 each which I did not receive. I was not allowed to cancel a plan on a dog I now longer had. Paid for 10 months. I am requesting a refund of at least $500 for one of the dogs.

  Business response

  04/13/2023

  ***,

  Thank you for updating my contact information earlier and allowing me to respond.

  We offer wellness plans that include all of the annual wellness services a pet may need as well as unlimited free exams. The total cost of these items are discounted 25% and then split into 12 equal payments each month. When a client calls to cancel, they may either pay the difference from what they have used so far and paid already, or they can continue making the 12 monthly payments and we will not renew the plan. The payments on these plans are run by a 3rd party service and the plans do require, per the contract, 2 forms of payment on file.

  Ms. ******** has been a client with us for 10+ years, she has always been very demeaning and rude towards our team here. We have recently started a more zero tolerance approach to clients that behave this way. Ms. ******** has been asked many many times in writing and verbally at the front desk that we need a 2nd form of payment on her account to continue her plan with us, she has refused or said she would call us when she gets home or forgot her purse, etc. On 3/28/23 I had the final conversation with the client stating that we need the 2nd form of payment, and this was particularly important for her due to her first form frequently being declined. The client began to threaten lawsuits and bad reviews, etc so I told her I thought it would be best for both parties to part ways. I emailed her her pet's records and cancelled her pet's petly plans. She had 3 pets with us this year.

  **** - This is the dog she no longer has and does not think she should have to pay for. She used $598 in discounted services, and paid $611.40 in payments. She was given the option to cancel and pay the exact amount, she elected to keep making payments.

  **** - She used $514.14 worth of services and had a dental scheduled earlier this year but no-called, no-showed for the appointment. Our surgeries are booked out for 2 months. She paid $671.40 in monthly payments and not utilizing the dental was due to her own actions. If she were still a client with us we would have honored the dental even though her plan has been cancelled.

  ***** - She used $454.36 worth of services and paid $447.60 before I cancelled the plan last month and did not charge her the difference owed.

  We will not be issuing a refund.

  Thank you,

  ***** ****, RVT

*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. ↩