ComplaintsforRobinson Animal Hospital

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 01/11/2022 at approx. 3PM I had a veterinarian appointment at Robinson Animal Hospital to update shots, see about a marble size bump on one of my dogs, Ivy, and a bump on my other dog Ted, and to have their nails trimmed. The "tech" who came into the room prior to the Vet asked me what was going on with my dogs. I advised her of the bump on each dog and advised I wanted their shots due to my groomer requesting them and nails trimmed. Upon checkout, I was billed $528.15 and was in shock. Due to handling two dogs, I was unable to argue and left to call immediately upon arriving home. When looking at the bill I was charged $69 for a physical examination of one dog and $59 for an examination of the other dog which was never requested, and Ivy was at this same Vet in November 2021 where she was already given a physical examination. On top of this I was billed an additional $63.78 for each dog Lyme/heartworm/Ehrlichia test which I never requested. I specifically wanted the shots and nails trimmed and was never told of costs of these procedures prior to them administering them or authorizing the administration of these procedures. I contacted Robinson Animal Hospital and spoke with the receptionist who advised she would speak with the tech. She came back on the phone and advised the tech said she put in everything correctly. I asked to speak to a manager and the receptionist advised the manager/owner is on vacation for two weeks and would not be available and nothing could be done until that time. I am looking for $255.56 refund for these services I never asked for. The amount I am asking to be refunded is for the two physicals for my dogs and the heartworm tests that I neither requested to have completed nor authorized.

  Business response

  02/09/2022

  *** ****** ***** made an appointment for two dogs with one of our veterinarians on 01/11/2022.  Both dogs had a full evaluation by a doctor not a technician as requested by *** ****** In addition, as requested by *** ***** *nd required by *** ******s groomer both dogs received vaccines. One dog required five vaccinations priced at $159.65 while the other dog required three vaccines priced at $104.94. In addition, *** ***** was offered and accepted Lyme/Heartworm testing costing $92.98 for both dogs. Therefore, cost of vaccines and testing for both dogs was $357.57 all requested by *** ****** The physical exam charges should have been expected since *** ***** requested to have skin masses evaluated by a veterinarian. Also, both dogs where fully evaluated by the veterinarian in addition to having their masses checked out.  At no time did *** ***** express concern about cost during his visit or request an estimate for the services/products he received. *** ***** received all the services and products he paid for.

  Customer response

  02/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****

*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. ↩