ComplaintsforAuburn Valley Animal Clinic
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Complaint Details
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Initial Complaint
02/08/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
We brought our dog Winnie **** starting in 2023. We liked the staff and had a good experience until we had an appointment scheduled in December 2023 w**** we no showed because we never received a phone call or email reminder. When the person called me to ask if I was still coming (25 minutes late into the appointment as it was) I told her I assumed they would have given me a call to remind me I had the appointment. I got several excuses like "well back several years ago we didn't do that" and I had to remind her my appointment was not several years ago and asked what the policy was at the time and then when she said it was something they did but only if we had an email on file (which we did). She was going to check with the office manager to see if it never sent to us (I am happy to confirm it never did and told her at the time it never did) and to have the office manager call me if they had concerns or questions but we were responsible for paying the no show fee unless it's waived. Never heard back and assumed they had taken responsibility for their mistake. We moved out of state (which they were aware of) and shockingly, ****** called us withholding our dog's heart guard prescription medication until we pay this no show fee. If the policy is we should have received a reminder email 24 hours before our appointment, then I expect to not have to pay a no show fee when that never happened. If the office manager can provide proof that t**** was an email sent to us with a reminder of the appointment 24 hours in advance, I'd be happy to pay the no show fee. I have searched my spam and junk folder and t**** is nothing t****.Business response
02/09/2024
I am sorry the client is having concerns, however, I am no longer associated with Auburn Valley Animal Clinic. The practice was sold in August 2023 to ************* Veterinarians, LLC. I have forwarded the notice of complaint email to them. Hopefully this will be resolved soon. ********************************
P. S. Please respond with verification of receipt.
Customer response
02/10/2024
We received a phone call from ****** saying she talked with the vets and they will now allow ****** to have her prescription without having to pay the no show feeBusiness response
02/15/2024
*************************************:
Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We have removed the fee for the no-show of two appointments scheduled on January 4, **** at 9am and 9:30am. As we stated on the voicemail we left on your partners and your voicemail on 2-9-24, we will sign any online prescription request for the heartworm preventative medication once we receive the request.
Our company utilizes email reminders for our clients appointment(s), not as a policy but as a courtesy. There can be errors at times with this reminder program as is the situation for your appointments. It is the responsibility of the client to know the appointments they schedule and to communicate with any needed changes for the scheduled appointment(s).
It is our company's procedure to implement our no show or cancellation policy, since it takes the appointment time from another patient that could be seen by a doctor.
If you have any further questions or concerns, please do not hesitate to contact us.
Thank you,
Auburn Valley Animal ClinicCustomer response
02/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.