ComplaintsforShallowford Animal Hospital

• Initial Complaint

  07/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  7/23/2021 my dog hendrix was groomed and was razor cut in several places on his chest and neck. I am seeking a refund of 79.92 that was debited on 7/24/2021 for the grooming by Shallowford animal hospital. Management (Jasmine) and front desk (Sarah) have been unprofessional and a nightmare to find resolution.

  Business response

  09/01/2021

  Business Response /* (1000, 5, 2021/08/04) */ Consumer's dog, Hendrix, was seen twice in our office. Once on 07/02/21 and again on 07/23/21. Both visits Consumer reported skin was red, itchy and there was a rash on the chest. A Veterinarian saw Hendrix both times and diagnosed Pyoderma. Wipes were prescribed the first visit and a recheck was scheduled 3 weeks from then. Upon second visit, Consumer reported that the skin issue was unresolved, but the itching had improved. Veterinarian had Consumer decrease the medicated wipe use and add topical Neosporin. Hendrix was Groomed this visit as well. Our business does callbacks the next day to check on Patients. Consumer did not answer during callbacks and a message was left at Consumer's primary number on file. We heard nothing back from Consumer about Hendrix's Groom until 07/29/21. A housemate of Hendrix's had an appointment on 07/30/21 for vaccines. One of our Receptionists was calling to confirm appointments for the next day. Consumer answered and our Receptionist informed Consumer that the housemate had an appointment tomorrow at 8:30 a.m. Consumer informed Receptionist that the appointment was supposed to be at 12:20 p.m. Consumer became upset, stating they could not be at our office at that time. Consumer began to use profanities during the conversation and our Receptionist became uncomfortable and transferred Consumer to one of our Managers that was in the office that day. It was during this conversation that Consumer informed our Manager that they thought Hendrix had been cut during his groom on 07/23/21. Our Manager attempted to resolve the issue by offering a refund, credit, or complimentary Groom. Our Manager then tried to resolve the issue with the housemate's appointment. Consumer continued to use profanities and a threating tone during the conversation. Our Manager informed Consumer that the profanities would not be tolerated any further. Consumer began to yell. Our Manager no longer felt comfortable with the conversation and informed Consumer that they would inform our Practice Manager, who would be the next person to reach out to them. Consumer called back several times and was informed that the next person who would be talking with them was our Practice Manager. During the last conversation the Consumer informed our Manager that they wanted a refund for Hendrix's groom. Consumer was informed at that time that we would do that for them. We highly value the relationship between our Staff, Patients, and their Owners. It is because of this that we offer, as a gesture of goodwill, a refund in the amount of $79.92 for the Consumer's entire visit on 07/23/21. This invoice included a groom, medication, vaccination services, and a tip left for our Groomer. Consumer also signed Hendrix up for a Preventive Care Plan on 07/02/21. This is a 12-month contract, but as an additional gesture of goodwill, we will waive the cancellation difference and cancel the contract. We will be happy to send all medical records to another Veterinarian of Consumers choosing. Consumer Response /* (2000, 7, 2021/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The employee *******, nor any other manager has tried to reach out and resolve this, ever after she repeatedly hung up while I was requesting the refund. If there were any attempt to rectify and refund the first time it was requested, SAH would not have received the BBB complaint and bad reviews. Business Response /* (4000, 13, 2021/08/05) */ ***Document Attached*** Consumer Response /* (2000, 15, 2021/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩