ComplaintsforWest Toledo Animal Hospital

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 2/26/24 came in for a physical for my dog Was told that Bordetella was overdue I said I would like to get it the next time he is dropped off for boarding to maximize the time it works Vet said ok. On called to schedule overnight boarding was told of policy change (so for several times this was given at time oif drop off for boarding Dogs were at risk) and that a special trip had to be made to get the bordetella shot, Was put on hold for 12 minutes scheduling that appointment. Went in to have the Bordetella given and was charged and additional $20 due to vet tech visit (all of the above could have been avoided if the proper information was not given at time of checkup) When scheduling boarding was told on 4/30 that I could have a late check up if needed However when picking my dog up on 5/1 they wanted to charge me an additional $25 for being 10 minutes late. The main issue is my dog seemed like he had not gone to the bathroom in a long time when picking him up. They did not feed him as ALL of the food I left outside of his normal food was untouched was very specific to give him the soft treats with his food they did not touch it and they barely fed him for 2 days seeking refund for check up-Boarding- Vet tech charge and credit on account in addition to all records released

  

  Business response

  05/07/2024

  We are writing in response to the complaint filed by ****** ***** regarding his recent experience with our services. We deeply regret the miscommunication and poor timing that led to his dissatisfaction and appreciate the opportunity to address his concerns.
  It appears that Mr. ***** was caught in between policy changes, which unfortunately led to confusion and inconvenience. We acknowledge that our staff could have handled the situation more effectively, and for that, we sincerely apologize.
  Regarding the Bordetella vaccination, we recently implemented a new protocol due to the increased risk of respiratory viruses in our area. We understand that this change was not clearly communicated to Mr. *****, and we apologize for any inconvenience this may have caused.  Mr. ***** was able to schedule his appointment and get the much-needed Bordetella vaccine in advance of his boarding stay to offer the best protection for his pet.  This reflects our new policy that was implemented.  Due to the inconvenience on his part, we have refunded Mr. ***** the $20.00 Technician Fee.
  Regarding the late check-out fee, we regret that our staff did not respond appropriately.  Our policy states that if our clients call and let us know they are late, we will waive the late fee.  Unfortunately, our staff did not follow this policy.  Mr. ***** was not charged this fee that night, rather, the staff put that fee on his account which was waived and no longer on reflected on his account.
  Regarding the care of Mr. *****'s dog during boarding, we take these allegations seriously. Our staff is trained to provide the highest level of care for all pets in our facility. We have reviewed our records and footage, and it appears that Mr. *****'s pet was indeed fed as instructed and taken out for bathroom breaks regularly.  Mr. ***** provided a Mason Jar with food and the staff measured out 2 cups at feeding, per Mr. *****’s instruction.  The instructions also stated to give soft chews if his pet did not eat.  Our staff stated they did not have to do this, as his pet ate most of his food during mealtime.  The boarding supervisor explained this to Mr. ***** and this problem was resolved during that phone call.  However, due to the miscommunication again with our staff, we refunded Mr. ***** one night’s boarding fee.
  In addition to the above, we have provided Mr. ***** with a free toenail trim as a gesture of goodwill. We have also re-educated our staff on our current policies and customer service standards to prevent such incidents in the future.
  We value Mr. *****'s business and hope to have the opportunity to provide him and his pet with exceptional care in the future.

  Customer response

  05/08/2024

  
  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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