ComplaintsforBradford Hills Veterinary Hospital
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Complaint Details
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Initial Complaint
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have to get our dogged groomed at this location for medical reasons. We had an appointment that I accidentally went to the wrong location and then showed up 10 to 15 minutes late. I was turned away because I was late. I accepted this and we rescheduled. We always got a confirmation text message and a reminder text message and call prior to the appointment. The follow-up appointment we did not receive a confirmation text message and either case and did not receive a phone call. The date that it was scheduled for we showed up and was told that we were a no-call no-show 2 weeks ago so they would not groom our dog and unless we pay an extra fee for the no-call no-show which was 100% their fault.Business response
02/08/2022
I am responding to the complaint about our grooming procedures concerning “No show” appointments.
These clients had an appointment on 11/18/21 and showed up 45 minutes late. At that point we were no long able to fit them into the schedule as other animals had come in for their appointment time slots and we were fully booked for the day- We are very busy right before Thanksgiving. The owner explained that he went to the wrong groomer first, which was why he was late getting to us and did not reschedule at that time.
They called in on 1/3/22 to schedule a grooming appointment for 1/14/22. They did not show for this appointment. At this time, it is not our policy to call no show appointments and our reminder system for text messages is an opt in system for our veterinary clients that they are no longer signed up for.
Due to weather conditions on 1/28/22 our office was closed and all clients on the schedule were notified of the change and rescheduled. These clients came to the office on 1/28/22 and were very upset that they were not notified of the closure, however they were not on the schedule for the 28th. I talked with the owner on 1/28/22 and she admitted that she put the appointment in her calendar incorrectly.
Our policy with “No-Show” grooming appointments is after a client has a no call/no show we will charge a deposit to hold the appointment spot for the groom. This deposit is applied to the charges on the day of their appointment- there is no extra charge.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.