ComplaintsforCarrollton West Pet Hospital

• Initial Complaint

  09/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I initially contacted this business at the end of August because I needed to get my 2 pet conures sexed. When I asked them how much they charge for DNA testing they stated "It will cost $100, $50 for each bird." I made an appointment to go into the office for September 23, 2022 for the DNA testing. Over the phone they also told me to arrive 1 hour before the appointment time, and I clarified that with the business more than once before my appointment date. Since my appointment time was for 4 pm I had to be there by 3 pm which caused me to take 1 hour off of work to arrive on time. On the day of the appointment, I entered the office at 3 pm and was told that there must've been a "miscommunication" because "we never tell people to come early". So I had taken off of work for no reason and had to sit in the office idle for 1 hour. Once the doctor came into the room she confirmed that I was just there for the DNA gender testing and I said yes. They then proceeded to take feather and blood samples. At the end of the appointment when I went to the front to pay, I was told my total was $373.xx. I told the receptionist that I was told it would only cost $100 and she said no it costs this much because we did an annual exam and other tests. I informed her I couldn't pay this all at once so she made me a payment plan. At no point was I asked if I wanted to do an annual exam or any other testing for my birds. I was only there for DNA testing as the doctor confirmed with me. I want a refund for the excess testing that was done because I was not informed beforehand. I would also like payment for the time I had to take off of work due to the staff's lack of information.

  Business response

  03/22/2023

  Business Response /* (1000, 15, 2022/11/30) */ To Whom It May Concern: This letter is in regard to case # XXXXXXXX filed by Ms. ******* *****. I have tried to respond via your website but have had technical difficulties with your website. Also, I recently had COVID which delayed my ability to respond. I will try and email this as a response. Regarding Ms. *****'s concerns: She was quoted correctly for the cost of the DNA testing she was requesting. She was also told she would need to make an appointment with the doctor. The doctor would need to do an exam to make sure it was safe to do the requested procedures. This is to establish a valid veterinary patient relationship. This is required by law for a doctor to give advice regarding patient care and test results. She obviously understood this as she made the appointment. Because she is a new client with two new patients, she was asked to come a few minutes early (we often say 15min not 1 hour) to fill out paperwork. The appointments for each bird may take up to one hour each. It has never in our over 20 years of practice been our procedure to ask clients to come an hour early for her appointment. On the day of her appointment our board-certified avian specialist doctor performed complete exams on both Ms. *****'s birds and performed the acquiring of the samples for testing directly in front of Ms. *****. She also gave Ms. ****** education on how to better take care of her birds' health and wellness. At no time did she express to the doctor she did not want the exam which she scheduled. The doctor then called Ms. ***** with the results. No excess testing was performed only the specific DNA tests Ms. ***** request along with the complete physical exam. When Ms. ***** expressed concern over the amount of the charges, we happily offered a payment plan. We do not believe a refund of any kind is due in this situation. Thank you for your time. Consumer Response /* (3000, 17, 2022/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did made the appointment but over the phone I asked couple of times that DNA testing for 2 birds 1is for 100 dollars and they said yes that was the reason I took them but when it was payment time they told me completely different amount that I have to pay I asked for payment arrangement they did that for me but the pricing issue remains there from very beginning I was told 100 dollars for 2 birds DNA testing Business Response /* (4000, 20, 2022/12/16) */ To Whom It May Concern: We did not receive the further communications in this matter until 12/13/2022 and the response was requested by 12/11/2022. We are baffled by the continuation of this complaint. Our protocols for avian patients have been in place for many years and we cannot recall ever having someone "misunderstand" them in the way this client has portrayed. The client in question was quoted the appropriate price for the DNA testing and was told she needed to make an appointment as the doctor would have to examine her birds. She was made an appointment with the doctor which she was informed of at the time she made the appointment. She was checked in on the day of the appointment for the appointment with the doctor. The technician took her history in the exam room and informed her the doctor would be in for the exam. The doctor proceeded to do a full annual exam and physical on the owner's two birds in full view of the owner. The doctor provided recommendations for the health care of her two birds. The doctor proceeded with the DNA testing and called the owner with the results. At no time did the owner say she did not want the exam. She did not express that she did not want an exam (which is what she was scheduled for along with the DNA test) to the technician or the doctor. When the charges were not what she expected (and we are still baffled as to how she thought she wasn't going to pay for an exam which she witnessed), she agreed to a payment plan. She did not ask to talk to the owner of the practice or the office manager. She did not call the clinic to discuss her payment plan. She now decides to contact the BBB in an effort to not pay for services rendered. Best Regards Lynda *********** DVM Consumer Response /* (4200, 22, 2022/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I only asked for DNA testing they never ever said t That they ll be charging for annual exam they let me wait for an hour they have recorded lines u can ask them to pull the call and only price mentioned for DNA testing was 100 bucks

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