Business ProfileforP.E.T.S. Low Cost Spay and Neuter Clinic

I've used pets for many years!! I use to love this business. I got a new puppy and took her to PETS to get her spade and get special food for her GI issues. I paid for the surgery, cone, and nexguard that morning, and returned in the afternoon to pick up my puppy and the food. When I sat down to pay they told me I had a balance of 60$!! I asked them to look into it..turns out they tried to double charge me on the food! The manager had to come fix it on the computer..I paid the 39$ for the food in cash. The next week I had an appointment for my other pet for shots and city tags. When we sat down to check out they said I had a prior balance of 39$. The manager came out and was very short and rude with me. I forgot I had paid that balance for the food in cash and immediately tried to pull up my bank statement showing I had paid. Of course it wasn't on there because I paid cash. When I remembered I had paid cash I described the woman who had checked me out and recalled how she had to pay me a dollar back in quarters...the manager rudely interrupted me and said she wasn't there. He they showed me on my paper that there was a credit for $39 until it was paid and said I could try to beat the system and "Use the credit for future purposes". I was shocked, I immediately told him I wasn't a criminal or trying to beat the system and that I had paid cash and didn't know why it didn't show. He then rudely said to me " I DO THE BOOKS EVERYNIGHT SO IF WE WERE OVER I WOULD HAVE KNOWN" Calling me a liar without calling me a liar. I tried to explain there had already been a problem with my account that same day and he ignored me. He was very smug and accusing. I begged for him to view the surveillance footage to see I had paid. He demanded that I come in a week later and pay the balance I had already paid! I was almost in tears at the point and asked him to call me with the video results and got up and left. He called almost 40 minutes later and said "so we were over that day...

I am grateful you had used our clinic for years before and hope those previous experiences represented the great customer service we strive to provide. I am sorry for the initial error that caused this problem but we are human and mistakes happen. How we handle them is everything and we failed miserably by your account. This behavior is in no way representative of our values or team, especially from leadership who we count on to set examples. I apologize deeply for your experience and appreciate your sharing so that I have the opportunity to address and resolve this. Your candor will help me ensure no one else has a similar experience. - Leslie H********, CEO