ComplaintsforOld Dominion Veterinary Clinic

• Initial Complaint

  12/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have made 3 separate appointments with Old Dominion Vet for both my dogs. On all 3 separate visits, we waited over an hour and a half past our appointment time to be seen. I ended up going in and telling the receptionist we would be leaving due to the wait time on every occasion. After my 3rd appointment with this vet and having to wait in my hot car with my animals for over an hour, I decided to have my pets records sent elsewhere. Today I called to ask the receptionist if I could pick up a dewormer for my cat while we wait for an appointment at our new vet. I also needed my cats records resent to our new vet. The receptionist informed me that we were charged for cancellations fees and they needed to be paid. When I called back to dispute these charges I asked to speak to the office manager. I was put in touch with the receptionist from the earlier call and she was very rude and hung up on me. I told her it was not fair for me to have to pay these charges when I had waited over an hour after my appt time each time I’ve been there and that it was inhumane to my animals to sit in the heat - I also am limited on time due to my job. The lady basically told me it wasn’t her problem and I said I need my animals records sent to another vet by tomorrow and the woman hung up on me. I don’t feel it is fair to be expected to pay this bill due to this clinics incompetence. I am aware how emergencies happen and how scheduling can be, but I gave this clinic 3 chances No one should have to wait over an hour to be seen and then charged over 70$ for leaving from their issues with scheduling - especially when the receptionist was indeed informed.

  

  Business response

  01/09/2023

  This client initially no-showed an appointment (failed to provide 24 hour notice of cancellation and did not show up for the appointment) on 7/2/22. At the time, the client was informed of the no show and reminded of our 24 hour cancellation policy. However, as a courtesy to her due to it being her first violation of our policy, we did not charge the no show fee.  On 10/8/22 the client had two appointment slots.  Due to emergencies, the appointments were running approximately 30 minutes behind and the client was advised of this and that she would be brought in as soon as an exam room was freed up, as she was the next set of patients (she had the last 2 appointment slots of the day). The client rudely insulted our client services associates and said she would be leaving rather than be brought in for her scheduled appointments.  The client was informed that since she had already had one unscheduled no-show and now had 2 appointments she was wanting to vacate that there would be a cancellation fee due to this being her second and third violation of our 24 hour cancellation policy.

  Customer response

  01/09/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ********* ******** I was never informed of a no show/ cancellations policy. Not once was this told to me. I did show up to all appointments. I made 2 appt slots for both my pets. After waiting 45 minutes I called inside and asked how much longer and they told me as soon as a room was ready I’d be coming in. After waiting over an hour, I had to leave because I had to be at work. I never insulted anyone, I kindly told the receptionist I could not wait any longer. The only time I ever was rude with this business was when they told me I had charges for their poor schedule- which was months later. I think after waiting way over 30 minutes of waiting due to their scheduling, I shouldn’t be charged for having to leave. All the receptionist told me was “ok” each time. I was told months after the fact about such policy. 

  

  Business response

  01/25/2023

  The client was informed of the cancellation and no show policy and signed an agreement acknowledging the policy on 5/18/22 as part of the new client paperwork she submitted. The policy (including her signature) are attached to this response.  The client was reminded of the policy via phone call when she no-showed her appointment on 7/2/22. As a courtesy we did not assess the fee on that occurrence nor did we assess the fee when she same day cancelled on 8/20/22.  It was not until her 3rd violation of the policy on 10/8/22 that the client was charged with the fee of $35 for each of the 2 appointments that she cancelled on that day.

  Customer response

  01/26/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I do not feel I should be charged a fee when it was due to their lack of efficient timing and scheduling. Again, waiting over 30 minutes after an appt time is not my fault. I was not expecting to spend so much time waiting at the veterinary clinic. I had other obligations that day, and could not wait. I let the receptionist know this. It was a young man and he told me okay I’ll let the doctor know. That was it. They called me as I got home, 15 minutes later asking me to come in. I told the assistant on the phone that I told the receptionist I had left due to waiting so long. There must have not been any comm about this when I left. I acknowledge the policy and respect it, but the lack of scheduling and efficiency of time was not my fault and having other responsibilities I could not stay. I feel I should not be charged for this due to the lack of efficiency.  Regards, ********* ********

  

  Business response

  02/27/2023

  We don't anticipate collecting on the $35 cancellation fee.  We have released her from our practice, and a letter was sent to her on December 29, 2022. 

  Customer response

  02/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ********* ********

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two dogs. One of my dogs was diagnosed with pancreatitis. My dog had to be put on a rx dog food due to this issue. We called Old Dominion TWICE and spoke with ******* and were told that we could give my other dog **** and it would not be a problem. She said that she actually recommended this food. Trusting our vet office and giving **** this food, 859 dollars later at another vet and THIS FOOD WAS CAUSING MY DOG STOMACH PROBLEMS!!!!! The vet we took **** to due to vomiting and diarrhea for three days said that this food was causing so much bacteria in his stomach and we needed to stop feeding him this. It caused the stomach lining to be thick. We called old dominion to try to get him in and Old dominion refused to see **** because of a problem that THEIR STAFF MEMBER CAUSED! We called and ******* back tracked everything she said and said that we were supposed to give the food to **** gradually. Well, ******* ADMITTED TO SPEAKING WITH US AND NOT TELLING US THIS!!!! I will never recommend this vet to anyone and it seems like their staff is negligent and does not care about their animals.

  

  Business response

  04/18/2022

  Please see below for our response to Miss ********** complaint.  Thank you and please don't hesitate to reach out if you need any further information.Dr. Spangler saw Miss ********** mother's dog on 3/19/22 and diagnosed **** with chronic pancreatitis. She advised that **** start a special diet, ***** ***** GI Low Fat. Shortly after this, the owner called and asked if it was safe for another dog, ****, to eat the same food since he had gotten into it when it was put out for ****. We told her it was safe in that circumstance. This diet is the food that many clinics and boarding facilities feed to boarders. It is also used to treat vomiting and diarrhea. When hearing of Miss ********** complaint, Dr. Spangler consulted with representatives from ***** ***** who confirmed the food was perfectly fine to feed ****. The only time it would not be safe for any long term use was for a growing puppy, which **** was not.A few days later, the owner contacted us because **** had started vomiting. Our schedule was completely booked that day and we recommended she take **** to Emergency Veterinary Services of Roanoke to be seen immediately. Rather than go to the emergency clinic, the owner chose to go to another veterinary clinic on the other side of town. We never declined seeing ****, we were just unable to work him in on the day the owner called.  Miss ********** complaint that the food was responsible for ****'s issue is not consistent with the determination of the scientists behind the development of the GI food, nor does it make sense in the broader example of how this food is used daily to treat the very issue that Miss ******** was complaining about.We tried in good faith to meet with Miss ******** in person to discuss the issue and why she may have been under a misunderstanding of the root causes of ****'s issue, but she refused to meet with us. We know the folks at ***** ***** would also be more than willing to discuss with Miss ******** why her complaint against us is inaccurate, but, again, she refuses to speak with anyone who can authoritatively address her concerns.Have a great weekend,*** ********Practice ManagerOld Dominion Veterinary Clinic

  Customer response

  04/18/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.1. **** never “got into” ****s food. We were unable to get the food due to not even having the prescription 2. When I contacted Old Dominion ****** advised that they had no appointments and couldn’t see **** 3. please note, my mothers emails to Mr. ********* indicating that I would not meet with them due to Mr. ******** accusing me of Extortion and Harassment as noted in his email to me dated 4/6/22 on also please note my mothers response to Mr. ********* email There are MANY emails. Please advise an email I can send these to so you all can investigate.  Regards, ****** ********

  Customer response

  04/19/2022

  **** got into the food after ******* told us it would be okay to give it to him. We didn’t give any prescription food to **** before this due to the concerns that it might make him sick. In old dominions response they said that he got into the food before we called which is incorrect. We weren’t able to get the food without a prescription. Thanks,  ****** ********  

  

  Business response

  05/12/2022

  Miss ******** has changed her story at least 3 times, possibly more depending on with whom she was speaking. Initially, when Miss ******** called in she indicated to the receptionist that **** had already gotten into ****'s (her mom's dog) prescription food (a Gastro-Intestinal Diet). The receptionist correctly told Miss ******** that this shouldn't be a problem as the GI Diet is specifically formulated to eliminate GI issues and upset. In fact, the manufacturer recommends it be used as food in boarding kennels and for hospitalized patients, due to its palatability and GI-specific formulation. Regardless of whether **** had already gotten into ****'s food or Miss ******** was just anticipating it, the receptionist provided accurate information regarding this special diet.

  Customer response

  05/13/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.As you can see, they are very argumentative and the customer service is AWFUL. I have not changed my story at all and they are the ones that are inconsistent. I would just like a resolution because I feel as though this matter was not taken seriously under any circumstances. My mother even followed up with old dominion after I initially called and followed up to make sure that the information was accurate and spoke with ******* BEFORE **** GOT INTO THE FOOD!!!! I’m not sure why they are being so hostile and argumentative. It doesn’t seem like they take any customer complaints seriously. I hope you can help me find a resolution because it seems like they do not care about any of the animals in there care There is literally no way **** could have gotten into the food because they did not send over the prescription for **** and I had to call and get them to send it over again   Sounds like they are the ones that are inconsistent here.  Regards, ****** ********

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