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ComplaintsforWest Greenwich Animal Hospital
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On May 28,2024 I phoned the office to schedule an appointment for my dogs. After much time spent in making the appointment the receptionist proceeded to tell me that they have a new policy, which they stated was noted in the pet portal, that it is a requirement to put down a deposit in order to schedule an appointment. Voicing my displeasure with this policy, I proceeded to make the payment for my dog. I declined to make another appointment for my other dog as the downpayment was ***** per dog. I ended the call and after some thought and exploration I decided to change vets as I feel this was not an acceptable policy to me and therefore I would switch. The appointment made for my dog was on June 12,2024 I called the office back on jJune 3 to cancel my dogs appointment, request records sent to the new clinic and a refund of the ***** payment. I received a voicemail back telling me that they cancelled appointment, emailed me the records and informed me that I could not get my ***** back as it is non refundable, which I may add was not disclosed to me when I made the appointment.Customer response
06/23/2024
I have not heard from the business in response to my complaint.Business response
07/02/2024
We apologize for any misunderstanding. Our written policy clearly states that the $50.00 deposit is non-refundable. The $50.00 charge is not a fee, it is a deposit. It will be credited directly to your account and will stay on your account until it is applied toward settling the charges incurred during your pet's visit. However, if you miss your appointment, or do not provide us with a cancellation notice within 24 hours of your scheduled appointment, your $50.00 credit will be used as a late cancellation/no-show fee. We have implemented this new policy to help us reduce no-shows and last-minute cancellations. This process is intended to help increase our availability to offer open time slots for pets who need medical care. Since you no longer wish to be a client, we will refund the $50.00 and inactivate your account.
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West Greenwich Animal HospitalCustomer response
07/03/2024
[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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
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Contact Information
Business hours
Today,8:00 AM - 7:00 PM
MMonday | 8:00 AM - 7:00 PM |
---|---|
TTuesday | 8:00 AM - 7:00 PM |
WWednesday | 8:00 AM - 7:00 PM |
ThThursday | 8:00 AM - 7:00 PM |
FFriday | 8:00 AM - 7:00 PM |
SaSaturday | 8:00 AM - 12:00 PM |
SuSunday | Closed |
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.