Unfortunately my opinion has changed on this vet drastically. Before today I was all in. In fact, I had called and scheduled another service for one of our dogs. When I called after making the new appointment, the secretary informed me that we had a $72 balance. The balance was from a mistake that the veterinarian had made NOT a mistake of ours. We found out about the mistake 48 hours earlier when we opened a piece of mail. I informed the secretary that we just got the piece of mail figured it has to be a mistake because we pay every time we leave. I told her in fact we had brought one of our German Shepherd's in three different times back to back for an ear infection that the dog STILL HAS. There's no way we could've owed anything and I think there must be a mistake.
She was extremely rude. She continued to tell me we needed to pay our bill.
In fact, she called me back to tell me that I must and she could not emphasize must anymore, pay the bill before the end of the month.
I simply told her she was going to have to get in touch with my husband as I knew nothing about this. I was having surgery last month and didn't have anything to do with bringing the dogs in. Again, she continued to be rude and told me we needed to pay our bill.
First of all, I never refused to pay the $72 I just said I thought it was a mistake. We've never left a balance before and I didn't understand why now there would be a charge that we had no idea about. In fact, we had been charged for fecal testing more than once that we never had done.
So I was positive we would not OWE anything. But like I said, I asked her to talk to my husband about it since he was the one that actually was taking the dogs in for visits during this time.
Hung up the phone, called my husband, he said he would be in touch with the vet as soon as we hung up. He didn't even get a chance to call them before the Dr. was calling my husband. Long story short she told him THEY made a mistake, we owe them money, she stated she left voicemails for my husband and myself (this never happened)
Nonetheless, BOTH of our voicemails say please do not leave a message send us a text. Both voicemail say we will not be checking the service. The dr told my husband that there was a mistake again and we owe the money.
After speaking with my husband and I decided to cancel our dogs up-and-coming surgery so I called the vet for now the second time. I was really surprised that this whole conversation was and I'll use her words not about the money but about the balance and the fact that their books for $72 off last month.
I explained to her for probably 10 minutes that we had never gotten any messages, The first we knew about this was 48 hours prior when we opened a piece of mail and we were certain it must've been a mistake. The other thing that made no sense was the deflection trying to make me think my husband was misinforming me. D told 4 times, "I don't think you have the whole story, but OK". I asked what this meant but never got a straight answer, just more deflection.
Nothing came of this conversation that lasted for 15 mins. I don't even care about the $72. I would pay it 10 times over if somebody would've acted like it was more important to give good customer service then it was to make their books match up and not be $72 in the red.
I was never asked not to take my pets to another vet in fact she was very smug at the end of the conversation. I am completely disappointed. This could've been fixed with taking the blame on themselves and not trying to divert it back to us not answering voicemails on our phone, which like I said our voicemail even states don't leave a message, this phone rings a ton we don't check the voicemails.
Just basic customer service would've kept us as clients. That's all we were looking for is basic customer service. If the error had been ours maybe I would understand but they even admitted it was completely their fault.
Bad news and bad customer service spreads SO much faster than good. This is the same vet that while they had out two big dogs for the day of cleaning ears and cutting nails, the total visit ended up costing us over $850.00. Someone just let the dogs run lose, I never got the whole story exactly, but one of our dogs bit the other and well, YOU OWE US $850 now. GUESS WHAT!! I PAID THAT AND DIDN'T EVEN COMPLAIN! If I drop my dogs off at the vet, I expect you to watch them and not rack up more bills for me to pay. TERRIBLE CUSTOMER SERVICE. If you are running your business so close that $72.00 makes or breaks it, you need to rethink things. We have been great clients and with paid through the nose with two large German shepherds. I would think you should have just been nice. read more
