ComplaintsforExotic Pet & Bird Clinic

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  See attachment for detailed explanation.

  Business response

  08/19/2023

  
  

  Customer response

  08/23/2023

   
  Complaint: 20448019
  
  I am rejecting this response because: the medical communication relayed by the business (bird and exotic clinic of *******) is not fully true.

  ****************** did not recommend a collar during the first or second visit, despite me bringing it up on the very first visit as well as the second one. I had been very detailed about ******* living conditions and how much alone time she spent upfront. I did not withhold this information for future visits.

  Prior to the last visit, on the phone, the clinic recommended a collar, and that is why they wanted me to come in person with *****. That is why I came in for the last visit; I was told specifically that the collar would be installed on her during the visit. During the last visit I was informed they were out of collars at their office (as mentioned in my earlier document), and ****************** used her phone to quickly, carelessly, and in a non-specific fashion recommend some collars I could buy online (as mentioned in my earlier document). I followed the clinic's recommendation to purchase the first collar, and it was a disaster (as mentioned in my earlier document). I made the choice to switch to a homemade sock collar because of the trauma caused by the collar recommended by the clinic.
  
  The clinic also failed to mention that I clearly communicated my disappointment with their treatment process over the phone, and that we had agreed to not pay the small remaining balance.

  I am thus rejecting this response from the business due to its inaccuracies, as well as its failure to state whether it is waiving the remaining balance or not. There was no acknowledgement of the current request via the BBB to waive the remaining balance, and this is the main matter at hand.

  
  Sincerely,
  
  *****************************

  Customer response

  08/23/2023

  I want to re-emphasize that the clinic (bird and exotic clinic of *******) falsely represented my communication with them, and their treatment actions. I also want to acknowledge that yes, I was upset and angry on the phone with them a few times which I feel is completely understandable. I was scared and sad and frustrated that my bird was self-mutilating (plucking out feathers to the point of making herself bleed), and the clinic's guidance was not helping, and they seemed dismissive of my commentary. It was even worse when after following their loose guidance on the collar, she was traumatized and worse-off than before. Plus, I was worried about paying the bills since as a grad student, I do not have much money. So yes, I was upset when speaking with them, and each little expense had a big impact on me.

*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. ↩