ComplaintsforVCA Catoosa Animal Hospital
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Complaint Details
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Initial Complaint
10/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have 2 dogs that have been in my care since February 2022. The dogs are being transported to Japan due to relocation in the navy. We have been working with Catoosa VCA since March 3rd 2022 to get the proper lab work and paperwork done to get these dogs transported. When I took off work and traveled an hour to the clinic March 3rd to take the dogs for their original rabies titers to be drawn and sent to a lab in Kentucky, we got to the clinic and were told the dogs couldn’t have their blood drawn because they needed to be fasting. Nobody in the office had made us aware of this even though I had been in contact with them multiple times trying to get the correct paperwork together. So the appointment for blood work was rescheduled for March 11th. I took off work and traveled an hour once more and completed the labs at that time and the bloodwork was sent to the lab in Kentucky. VCA catoosa received the results via email April 11th and tracking shows the original documents (FAVN) were delivered to the clinic April 21st. the dogs had to go back in for one last check up per USDA September 26th. At this time the clinic gave us a photo copy of the report instead of the original, which we were unaware we even needed the original. October 3rd was departure day. My husband and I both took off work and drove 2 hours to Atlanta only to have the dogs rejected for flight. We were told we had to have the original documents not copies. I tried for hours to get ahold of VCA catoosa with no response. Finally talked to them and they stated they never received originals even though i had tracking numbers showing they did. I was hung up on twice trying to get info. Then was told that they did get the original but shredded it and gave me a copy and that the manager Heather had contacted the lab to request another original. contacted the lab and nobody reached out to them so I had to request another copy and pay $121 for that. VCA stated they would refund but now no response from them.Business response
10/12/2022
I have been in contact with our client directly and a refund is being processed.Thank you.
Heather H*****
Hospital Manager
Customer response
10/12/2022
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.
0 complaints closed in the last 12 months.