Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Monday January 20th 2025 my dog broke their tooth chewing on a bone. I called Heartland Veterinary Clinic on Tuesday January 21st inquiring about the pricing for a tooth extraction being that his root had been exposed from the break. The person I spoke to stated a couple hundred dollars. I inquired further if this included the anesthesia, medications, etc to which they responded “yes, that’s what makes it a couple hundred dollars”. This seemed reasonable so I booked the service without checking with other local vets offices to see if this price was reasonable/standard. Friday January 24th the procedure was completed after I had a brief meeting with a veterinary tech to confirm the procedure. It was outlined that I was to be called before anything other than the tooth extraction needed completed, I was told around noon that I could pick my dog up around 3pm. I went to pick my dog up to which I was given my bill for the service which was $1350 which is over a thousand dollars more than what I was quoted. I asked more than once how my total could be so different than what I was told it would cost and I was not given a reason other than “everything charged was what we needed to do the procedure”. I understand that but they can’t be quoting such misleading numbers because I could have explored other options if I was given an honest and accurate price range. A cleaning and polishing was removed from the total being that I wasn’t told this had to be done for an extraction which was $108. I was deliberately mislead and overcharged being that I have contacted other vet offices and was told that for the procedure completed it would be between $300-$600 not $1350 for a single, uncomplicated tooth extraction.

  Business response

  02/07/2025

  Direct communication with the client has been initiated to discuss and resolve the concern.

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