ComplaintsforAztec Pet Hospital
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Complaint Details
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Initial Complaint
12/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
MY beloved dog of 16 years had to be put to sleep, on March 8, 2022. I paid roughly $375.00 or more before I left Aztec Pet Hospital, and my Invoice (Acct#*****) had a 0 Balance. A few weeks later Aztec Pet Hospital called and stated that his remains were ready for pick up. My Husband picked them up and brought them home. On about July 01, 2022, 4 months later I received a call from an employee from Aztec Pet Hospital and she stated that they were Audited, and they forgot to charge me $100.00 for my pet Urn. I told her that my Invoice states I had a 0 balance, and the Urn was included with the final payment, the employee stated that she wishes she knew who gave my husband the remains and she will charge them, and they would have never known if they did not have their books audited. I received a Notice that $7.01 has been added as a late charge, I guess next it will be sent to collections since they are adding late charges for their mistake. Why should I be held liable for their mistake after 4 months? I have spent thousands of dollars at Aztec Pet Hospital since my pet was 2 years old to age 16 years old and how insensitive could they be to allow an employee to call someone 4 months later while my family is still grieving and demand that I pay them $107.51 for their mistake.Business response
12/15/2022
Thank you, *************, for bringing this matter to my attention.First, I would like to say, I am so sorry for your loss of ***************
Currently our records show you paid, $258.24 on March 8,2022, for Angelios euthanasia, cremation and the pet cremation bead you ordered. We waived the urgent office call and charges for the utilization of the oxygen cage at that time. Our office manager, ****, called you on June 21,2022 to explain that we mistakenly did not charge you for the specialty urn you chose. The price of the urn is set by Cherished Memories according to their cost. It was our mistake and I wish to apologize for how the matter was handled. Please consider the urn as a gift from Aztec and please accept our sincerest apologies. We will adjust your account to reflect a zero balance.
Again, thank you for bringing this to my attention. I am the Practice Manager for Aztec. If you should have any questions or concerns in the future please contact me, ***********************, directly at ******************************** and I will respond to you. Thank you for your time.
Kind regards,
***********************
Practice Manager
Aztec Pet HospitalCustomer response
12/15/2022
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.
Regards,
*******************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.