ComplaintsforMountainview Veterinary Services, Inc.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dog was boarded for 5 nights but they charged me for 6. I want my one day charge plus taxes plus the 3.25 percent credit card fee back. They also couldn't even find her in the system for 15 minutes and tried to give us someone else's belongings when I finally got her. She also had most of her food left so they barely fed her

  Business response

  03/19/2024

  *** ******* boarded her dog with us from March 13th, 2024 to March 18th, 2024. She signed the attached consent form at the time of drop off, which shows that she selected a "run" at $20.09 per night and consented to the pricing for this accommodation.

  She arrived to pick up her dog, **** at approximately 3:30 pm on 3/18/24. It is our policy that any pick ups that occur after 1 pm result in the customer being charged for the date that they pick up their pet. This is because we are then unable to place a new boarding pet into that accommodation due to the previous pet still being in the run/kennel.

  *** ******* referenced the information that is provided on our website when she arrived to pick up. She unfortunately had read the information incorrectly. She cited verbally that the pick up times are from 1 to 5 p.m. which is incorrect/backwards. I reviewed our website last evening, and the information for pick up and drop off times is provided correctly on the website. Pick up is from 9:00 AM to 12 noon. Drop off is from 1:00 PM to 5:00 PM.

  She writes that the dog was not fed given that her personally provided food was returned when she picked the dog up. I have also attached the tracking sheet that was on ****** cage during her stay with us. Our staff ensured that **** had access to her food multiple times each day. It is common that pets may be nervous while boarded, and that they do not eat as much while they stay with us.

  We do all that we can to make our pet guests as comfortable as possible, but being in a strange environment with lots of sounds, noises, and smells to which the pet is not accustomed does cause some pets to eat less. We also do not waste food if the pet refuses to eat it all.

  Our staff enjoyed having **** stay with us, and they actually made notes on her tracking sheet to give her "extra love."

  When *** ******* arrived, the receptionist thought that she was arriving at our office for a medical appointment. When the receptionist scanned the appointment schedule, she did not see **** on our medical schedule. Within a few minutes (not 15 minutes), it was determined that she was in boarding.

  There was a simple mix up of belongings that was straightened out when **** was given to *** *******.

  In regard to the 3.5 percent card fee, it is posted on our door and desk that there is a card fee associated with processing any credit card transaction. *** ******* was informed verbally as well of the 3.5% card processing fee prior to running her card, and she was given the option to provide an alternate form of payment. She elected not to do so.

  Customer response

  03/20/2024

  Better Business Bureau:
  
  I have reviewed the response 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.
  
  It does not say anywhere on their website or in their office that they charge a whole extra day for picking up outside pick up hours. I understand that I mixed up the times but I shouldn't be charged a full night for being a few hours after pick up time. Even their daycare is only half of a nights charge. If she was supposed to be picked up by 12 then why didn't anyone call me when she wasn't ? I don't want a full refund. I want to pay for the nights that she was there which I did. I only want a refund for the extra night that I was charged plus taxes and fees
  
  Regards,
  
  ******** *******

  Business response

  04/09/2024

  Dear *** ********

   I have attached (for a second time) the boarding consent form that you signed at the time that you dropped **** off. I have underlined and then placed stars beside the area on the consent form that does list the pick up times and that an additional night will be charged if you choose to pick up outside of those specified times. Your signature and date are also starred at the bottom. By signing and dating, this indicates that you consented to these terms at the time of drop off. 

  Sincerely,

  **** ** ****** ***

  Mountainview Veterinary Services, Inc.

*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. ↩