ComplaintsforSagamore Hills Animal Hospital

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband went to pick up my cat’s asthma medicine at Giant Eagle. The vet had cancelled it without my permission today. I never asked the vet to cancel it. I had told the ****** last Friday that I would be purchasing it at Giant Eagle or Costco. I was waiting on Costco to give me a price. I had decided to purchase at Giant Eagle as they were the cheapest. *******, a vet got on the phone after I was on hold around 4:30pm today. He did not apologize, he did not agree to send the rx over and told me to take my business elsewhere. It is unethical to leave my in a situation where my severely asthmatic cat is left without his daily medication. My other cat gets rx food there. They just had their annual check ups. We have been loyal customers for 8 years. Annual visit over $100 each cat. Asthma Medication will be $250. I paid $91 last year. So that is why I was shopping the price. I spend over $100 on food. The photo is from Jan 12, 2023. Monday was a holiday. I want the rx sent to Giant Eagle immediately. I want Rx for a years worth of food sent to online service.

  Business response

  01/22/2024

  In the time from January 2nd- Jan 15, we had the same script for Terbutaline called in to 3 different pharmacies.  We are more than willing to help a client price shop and help them locate the best value for their pet.  It takes us time to write the prescription, get it approved by the doctor, and then finally call it in to a pharmacy.  This can be any where from 10-30 minutes plus a time depending on how long the hold is to speak the the pharmacist.  We had already done this 3 times.  If you note the Jan 12 conversation between ****** (SAJ) and Mrs. Outward (included on Buck's chart she was to take the weekend, figure out where she actually wanted to get the prescription filled and respond to us on Monday the 15th).  Come the 15th we did not receive a response. My staff called Meijer pharmacy to find out script had been switched to Costco.  Called Giant eagle to cancel the active script there as she had one available at Costco.   Owner didn't inform us she didn't want the Costco  prescription.   Owner didn't inform us of her wishes when we asked her to respond on the 15th.  It is a medical prescription. Even though it is a non-controlled drug, you can not have several prescriptions floating out in the ether. The State of Ohio Pharmacy Board law doesn't allow it.   The client was rude and difficult  to my employees.  I told her to seek services elsewhere.   Dr. Hennis, after speaking with owner's husband agreed to authorize the prescriptions for other cat's food via chewy.com. Owner informed they needed to resubmit order and it would be approved.

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