ComplaintsforMission Impossible Animal Hospital

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had made a rabies appointment for our 2 dogs for April 26 2022. Prior to the appointment I checked the website to see what form of payment was accepted. No where on the website did it say checks were not accepted. I arrived at my appointment on time. During check out.. I was told that checks were not accepted. I was also told a different amount that I was expecting. So I called my husband for for debit card number.. but he could not read the numbers. I was not given my rabies tags or certificates. So I left my check for the amount that was according to the website. When I arrived home.. my husband called with his driver's license number and was told by the receptionist that our tags and certificates would be mailed. 2 weeks later we have not received our rabies tags or certificates. We have called and emailed several times. When we have spoke with staff.. they have told us a different story every time. We have missed 2 obedience classes with our dogs because we have no proof of vaccines. It is the law to have a current rabies tag and certificates. I would like to be reimbursed for the cost of my rabies... as I will have to get another done on the dogs. I would also like to be reimbursed for the obedience classes I have missed. Very disappointed that not one person returned a call or an email . They actually said this was my fault and then the last conversation the office manager said she was withholding my certificate until I paid the correct amount. I have copies of emails and screenshots of the prices that were posted the day of my appointment. And then I have screenshots of where they changed the prices on May 6 due to this mix up.... but still were rude to me.. screaming at me in their office.

  Business response

  05/18/2022

  [BBB Transcription via Email]

  **** ****** <**************************************>
  Tue, May 17, 3:16 PM (16 hours ago)
  to me
  
  In response to the letter I received. 
  I was here for that appointment, at no time did anyone refuse her tags and certificate for the rabies. Said client said she did not have the full amount for the office visit of $ 25.00 per pet, this exam has been in place since last year as well as no checks . It is also displayed at 2 front doors and front desk and on ******** page. As far as the no checks accepted  it is not on the website but wellness exam is and has not been changed because of the incident. When she was told the total she became upset and said she couldn`t pay, she had a check that did not have her name on the check but I accepted the check and she called the person on the check for a driver`s license number, which also upset her. When she stormed out slamming the front door I walked up to ask about who slammed the door I also noticed the certificates and tages laying on the front desk, the receptionist said they would mail . then over a week later client called and wanted new tags sent. We discussed her giving us the trainers name or having them call us to confirm rabies was given,but she refused. The Email she said she was sending emails to has been deactivated  since September when my then practice manager moved to *******, .Then the following day client went on social media to say slanderous accusations about my registered techs and my Veterinarians, I do have my video cameras up with sound that I have given to my attorney to show my female Veterinarian giving vaccines not a tech and video with sound to show her walk out and leave tages and certs and shows her not being screamed at by any of my team. At any time the business could have been contacted for proof . We are not going to refund her rabies ,no exam fee was paid, We will not refund the training she claims to be going to or paying another veterinarian for rabies that was done here which by the way another Veterinarian would not give because of the rabies given on the 26th of April. 2022.
  Thank you 
  ****
  Mission Possible Animal Hosp llc

  Customer response

  05/18/2022

   I am rejecting this response because:
  
  
  As of almost a month later... i still have not received tags or the certificates. Inhave not been to the clinic in over 2 years..so i would not know of policy changes. And since it was not posted on the official website... I would not know to look on ********. Not everyone has ********. Posting on the office door is not helpful when a client is already at the office. If such video and audio exist... it will clearly show the tech and receptionist screaming at me. And that no tags or certificates were even present at the time. I did have my husbands checkbook... and i have wrote a check there before with no problem. I have also used my husbands credit card there with no issue...or asking for ID. As for the incorrect email.. that is wht was posted on their website. They are justifying poor customer service. Again.. after a month... I have not received rabies tags or certificates and would like duplicate copies...as well as a copy of my complete and entire file, as it is my right to have those records as I paid for the service.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Mission Impossible Animal Hospital concerning the spay and neutering of the outside cats at my home. I explained that the cats were outside and I would have to catch them in order to bring them in. The receptionist said there would be a deposit for each cat, at that time I had 10 cats that I knew of. I explained I knew there were 2 females but was unsure of the sex of the other cats. I charged the $360 deposit and the appointments were scheduled. On the day of the first appointment, I had to call and cancel because we could not catch the cats. The appointments were rescheduled and again I had to call and shared we could not catch the cats. This happened a few times until some of the cats disappeared and I shared I only had 5 cats. The receptionist who rescheduled said, "we might owe you money bad then". The appointment was rescheduled. Finally, I had given up trying to catch the cats and asked for my deposit back. I was then told that deposits are non-refundable. I was NEVER told this so I had to talk with the office manager who said I was marked as a "no show". I immediately corrected her and said that I always called when we were not able to catch the cats and had rescheduled the appointments. At this point, she said I would need to talk with the owner. I waited but no callback, finally, I called and spoke to the owner who said she would lose money and deposits are not-refundable. I told her I would have NEVER put $360 down if I was told that since catching the cats was an issue. At this point, she asked if they were feral cats. I said they are outside barn cats. The owner said there was no need to make appointments for feral cats and no deposit should have been taken. I explained I wanted my deposit back. I would file a complaint with BBB. She offered me half of the money back and I said no, then she hung up or the call was lost. I did call back and left a message, but to date I have not heard from them.

  Business response

  04/20/2022

  [BBB Transcription via email]

  
  **** ****** <**************************************>
  2:18 PM (6 minutes ago)
  to me
  
  To Whom It My Concern.
  In regards to the client refund, we require a non- refundable $30.00 deposit for all 
  Spay/Neuter appointments at time of schedule , ALL clients have the option to not make an appointment, the reason for a deposit is when clients make an appointment for 2, 3, or 10 in the case of this client ,if they are a no-show I lose money because I have 13 employees and 2 Veterinarians to pay for their time that day. she was a no-show more then once and one of my receptionist without my knowlege let her make another appointment ,so she told my office Manager they were ferals ,but we do not take deposits for ferals because clients don"t know when they can trap a cat . I have had this policy in place since early 2020..She told me she changed her mind on wanting  to fix them ,I told her if she could bring some of them in I would put some of her deposit on the rest of the surgery but she did not want to do it. We refund the deposit for a death in the family or someone is sick and then we reschedule without a new dposit.
  **** ****** 
  Mission Possible Animal Hospital LLC.

  Customer response

  04/20/2022

   I am rejecting this response because: I was never told my deposit was non-refundable!  If I would have been told this I would have NEVER put done a $360 deposit!  She might say this has been her policy but as the customer I was NEVER informed of this policy.  Even one of the staff members told me when I call (each time we could not catch the cat I contacted them so it is wrong they recorded it as no show) that they might OWE ME MONEY!  When I spoke to the owner she offered me half the money back and I told her I wanted all my money back.  I can not offered, on my retirement income to just hand out $360 for no services rendered.  I want my money back.  At NO point was I told the deposit was non-refundable and I told this to the owner.  
  
  
  

  Business response

  04/27/2022

  [BBB Transcription via email]

  Every client is informed of a non-refundable deposit at time of scheduling.

  The point of a deposit is to make sure the client shows for the surgery .

  We are limited on appointments ,so when people do not show I still have to pay my medical team for coming in. I would not ask for a deposit if it was going to be returned , that makes no sense , She was rescheduled and was given another chance. The scheduled day for her cats came and she did not show after she was given a chance to bring them in. 

  ****

  MISSION POSSIBLE ANIMAL HOSPITAL

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