ComplaintsforArlington Veterinary Clinic

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** of Arlington Veterinary backpedaled on a promise one of his clinicians gave us. It was the one who saw **** on ***** "Bring one cat in to be treated for fleas and we'll approve your online prescription for the other cats." I called two weeks ago and told them we needed a prescription the cheapest way possible through chewy.com or petco.com. Since we hadn't been in for awhile they told us to just bring ONE cat in to get the prescription. **************** came in and spent $120 for a visit (to tell us something we already knew) and get treated for fleas as requested. Then they backpedaled and **************** decided that he was going to hold our prescription for ******. Demanding we buy thru them. DISHONEST!We expect their priority to be on the health hazard, need, and ways to cut costs for their patients during times of out-of-control inflation, not greed.We would have been happy to order our treatment through them if they gave us a competitive price. But there was no such offer. They couldn't beat our $639 bill apparently. Greed never brings positive outcomes.We tried to get our prescriptions approved twice based on the promise given to us which turned out to be a false premise just to lure us back in.The second time our prescription was rejected they lied and said they hadn't didn't have our cats on record. Check again! *********, ***** and ***** all had their vaccines. So on top of everything else they lied for no other reason Atrocious to power trip when someone has a serious flea problem.Resolution: We want them to approve 12 Bravecto prescriptions (4 for 3 cats that they've seen) without demanding where we purchase them, because we've lost a week with their power-tripping. We need them to keep their promise to give us prescriptions for 3 cats: Seraphina, ************* 4 doses each =12. If they're going to refuse to fulfill their promise on the scripts, we want a settlement of $2000 or whatever we've paid them since 1st visit

  Business response

  12/20/2023

  Word document attached.

  Business response

  12/20/2023

  [BBB Transcription via Attachment]

  This all began with a misunderstanding. The client was told on 11/13 at the appointment with **** that we could not legally sell her or prescribe any medications without a valid Veterinarian-Client-Patient relationship. She did not want to bring them all in right now due to financial reasons. She was told that the best we could do was legally sell her multiple doses of the flea and tick medication under the one pet that did have a valid VCPR (Zeus) and she could use it as she saw fit on her other cats if she wanted, but this would be off label. She understood this to mean that we would fill any Rx for any of her cats at any time, which was never what was intended or communicated to her as that would not be legal for us to do. As my assistant was trying to explain to her the misunderstanding, she responded with rudeness and profanity. She is no longer welcome at this clinic due to her behavior. We have satisfied the legal obligation to prescribe for ****. She purchased a dose at our clinic on 11/13/23 ($67.79 with tax) and we authorized an Rx from Chewy.com for an additional dose for him and 2 refills. This satisfies all prescribing for that patient for 1 year. None of her other cats have valid VCPRs and we are not obligated to Rx anything for them. We will gladly send whatever chart we have on her cats to the veterinarian of her choice, but she is no longer welcome as a client.

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