1) When I transferred from another vet, they sent all documentation to Highland. It was not until I had the reminder on our youngest pet that vaccinations etc on my other 2 had not been done. I called to inquire when they were due. Instead of looking in the system, which I presumed would have been updated with the information, I was told to call Ranch Docs. I advised the staff of the transfer of information and to check the files. My older pets were good on vaccinations until 2024, however, their Bordetella was due in 2022. I was not advised, no notices nothing.
2) When I was notified by your staff of my youngest pet's required services, there appeared to be a miscommunication. I was hoping for an appointment later / last week in July, staff continued to offer current appointments, finally frustrated I stated after July 17th..... which was July 25th. That was cancelled by Highland due to unavailability and rescheduled to the 27th. I continued to receive email notifications that the appointment needed to be made. I contacted the office, was told that it was a computer program, and would continue to receive these messages until the appointment was completed. I officially requested that I receive only one notification, and that the program must have an option to respect the client's request. This is a business problem, not a client problem. If the program is flawed, then it is the business' obligation to ensure client's requests are respected. If the client fails to attend the appointment or give adequate notice of failure to attend, then the Clinic has an option to charge a fee. Even Dentists, other professional health care programs have this fail safe.
3) At the appointment on the 27th, the staff tech, came into the room. We chatted, and we spoke about the Flea Tick Lice. In specifics the Bravecto. I asked how much per dose..... the staff checked the computer said $60 each. I mentioned wow, the last time was $90. Are you sure? That means $120 for each pet for coverage for 6 months (every 3 months). I was not challenged, corrected etc. I was dubious but figured maybe prices had dropped. Told the tech please ensure I have 2 3 months per pet, which would work out to 3 x $60 x 2 = $360. The visit was amazing. I spoke with Justin about the previous incidents, and I was satisfied that my concerns had or would be addressed.
We continued to talk, my bill was put through, I vaguely saw the total as I was still having a conversation with Justin, paid on my credit card. It wasn't until a couple of hours and chores later I was curious to the bill and rechecked it. I was billed at $80.72 per dose not $60, then taxes on top. I called the clinic, asked to speak to Justin. He called later, we spoke, I was not willing to have him put in any position of problems as it was the other staff that made the issue. He spoke to Kristen, who pretty much denied any culpability for her or her clerical staff. I requested that they honour the verbal quote given by the staff, was denied.
Third time trust was in complete disrepair. read more
