ComplaintsforRed Bank Veterinary Hospital

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my puppy to the hospital because he was stressing about his ***. The vet expressed his **** glands because they were full. I asked the vet if there is a pain medication to be given, she mentioned one but said it was not necessary. I had to take my puppy back to another vet urgent care yesterday Sunday the 12th and, was told the procedure was not done properly. I was given a medication and also probiotics to give my puppy. I was upset because my puppy was in pain still on Saturday the 11th did not eat or drink any water. Was whimpering all night. My goodness I was upset because there was nothing I could do to help him with his pain. I called today the 13th and spoke with a Rose the manager, she was stating I was belittling her because of my tone. I explained that the procedure done on Saturday was not done properly and I needed to take my puppy to another facility to have the procedure done again. **** said in the vets notes that I was offered a medication and denied it. I told **** that I was told about the medication and the vet said there was no need for the puppy to have it. Not only the vet made a false statement on record she did not do the procedure properly. I want a full refund.

  Business response

  03/14/2023

  Thank you for your response.  I cannot identify anyone in our database by the name of *****************************, nor does her phone number, ************, come up in our database.

   

  There are times clients will come in with their pets and the account is listed under another family members name or phone number.  I dont see the puppys name listed in ******************** complaint, that would be another helpful hint for me to base my search on if I knew of the puppys name. 

   

  I also cannot identify anyone here with the name of ****, whom ****************** mentioned in her complaint?  Though we have several new employees, but not anyone who deals with client concerns by the name of *********

   

  Please let me know what you find out so I can address ******************** concerns.

  Customer response

  03/15/2023

  Hope this email finds you well.  As per our telephone conversation about my puppy **************************  The address I took him to is ***********************************************************************  My complaint number is 19588371.  Thank you for your assistance in this matter. 
  

  Thank you,
  

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

  Business response

  03/15/2023

  To Whom it may concern:  Thank you for getting more information on this person, *****************************, as you have responded to my initial response to you  that we could not locate ***************************** in our database.  You have also responded to my request to you to get more information from ******************, such as the name of her pet and more, so I could investigate ********************** concerns.  I thank you for looking further into this.  Just as I assumed you have contacted the WRONG Red Bank Veterinary Hospital and is why I could not locate ****************** either by name, phone number or address.  This Red Bank Veterinary Hospital is in ************, **.  You have contacted the wrong Red Bank Veterinary Hospital.  You will need to contact the Red Bank Veterinary Hospital in **********.  You will see ************************ note she had her puppy seen in **************** and NOT ************.   ****************** has indicated in the follow up reply letter the correct address of the hospital ***** was seen.  There is a Rose who is the Hospital Director at the ********** office and is who I am assuming ****************** had indicated in her original complaint she had spoken with.  Please acknowledge this and correct your files and please inform me this has nothing to do with Red Bank Veterinary Hospital in ************.  Thank you.  

  Customer response

  03/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I am in need of a resolution from ************ Vet Hospital.  I want a refund because I had to take my puppy ***** to another hospital to get the procedure done again.  I mentioned this to the investigator on the telephone.  
  
  Regards,
  
  *****************************

  Business response

  04/18/2023

  The patient was seen by us on March 11th for chewing on his rear end. The doctor expressed the **** glands and reviewed anatomy with the owner so she was aware of what we were doing. The doctor advised the owner that the puppy may be more irritated by it because it hasn't happened before and that expressing the glands may make him more interested in chewing on that area. Even though they were expressed, they can still feel uncomfortable and irritated if he was scooting. The doctor advised that the puppy should be brought back in if the symptoms continued. The notes indicate that the doctor offered medications but they were declined and the owner was charged for the doctor evaluation. We have already discussed with the owner that we will not be issuing a refund since the doctor offered several options and the owner declined them. The owner did not give us a chance to rectify things directly and chose to go to another facility to have them evaluate the patient.

  4/17/2023 7:20:18 PM

  
  

  Customer response

  04/18/2023

  
  Complaint: 19588371
  
  I am rejecting this response because: I was not offered any options or any medications. I had asked the doctor about medications, and the doctors response was, it was not necessary. The ladies in the front desk mentioned that if anything bring my puppy back. I had cold the secretaries and asked if my puppy not eating or drinking if that was normal, and the secretary mentioned that it was OK almost there for my puppy not to eat or drink anything because he was irritated. I had decided to go elsewhere, because I did not like the care that was given to my puppy, and their bedside manner was horrible. They were not crying nor the technician or the doctor. I want a refund because this is not a place for any pet parent to take their animals to when their service is not good at all. Every pet parent needs to know about this hospital that their care and concern for the well-being of their pets and the pet parents.
  
  I was not offered several options from the doctor. Her bedside manner was horrible.
  
  Regards,
  
  *****************************

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