VCA Pahle Animal Hospital

Review: I sought all morning for a veterinary clinic that can help me at the lowest price available on 20 February 2014 for my two dogs and her 3 puppy litter. I found this clinic and come to the price of $231.75 for everything excluding one puppy examination and shot. I was told on the phone by the clerk that up to two dogs are examined for free, each additional are $49.75. This exam at all other veterinarian include removing hair out of the dogs ears and clipping their claws, they did not provide those services which was a surprise considering the cost just to look at them. The other prices included their distemper shots, Puppies, my dogs were up to day on shots, which is $35.00 per puppy. The clerk told me that the health certificate is $27.25 for all dogs which will be on one certificate. However, when I got there, the doctor told me that it was $27.25 per pet on the same certificate. I really needed to get this done since I have to fly back to California with my pets and I did not allow myself a lot of time to get prepared since I am leaving the week of the 24th of February. I was appalled and paid more that I was prepared to pay which was close to $300.00.

I am in the Navy and I noticed, even here prior to my last deployment, that it is super expensive for private veterinarians to care for your pet. I know that it can be costly which is why when the prices are changed when you ready to have services done and have to pay under the circumstance of time constraints, you would ultimately feel cheated. On top of that, being experienced with having my pets cared for in places like Hawaii and California, which I believe seems more pet friendly, they do other services in regards to the pets wellness such as clipping claws and removing access hairs out of their ears, even check their temperatures, the grand [redacted] glands. They didn't even check their temperatures. I am upset about this and the pull and bait price adjustments under the circumstances.Desired Settlement: I don't know what to say about Milwaukee Veterinarian services. The vet on Bay Shore was ready to charge me $700.00. Is there even a price margin? Health certificates for pets were ranging from $88.00 per pet to $22.75. I know that they are all State of Wisconsin approved. How can I know if I am being cheated or done fairly with these vet prices?

Business

Response:

It is always hard to know what happens in cases of he

said/she said. I feel like there are no

winners in these situations, as even if we are right, we will probably lose the

client because they did not come to us to clear up the matter and instead went

to an outside source. Fortunate for us, all new client phone calls are recorded

for us to review for training purposes.

This particular client’s two phone calls were recorded. Here is a sysnopsis of what was talked about

and said:

The client called and said that she had to travel with her three

puppies and the parents’. She would be shipping them cargo so she would need

health certificates for all five of them.

The receptionist told the client the exam price was $49.75 for each

pet. We have a free exam coupon that can

be used for up to two pets. The client

said she had three puppies and the parents that needed to travel. The cost for

the five exams less the two free exams would be $149.25.

The client said the puppies were 9 weeks old and needed

vaccines to travel. The receptionist

quoted the first distemper vaccine at about $35 each. At this point, the client was put on hold so

the receptionist could check the health certificate price. She found $27.25 but did not know if that was

per pet. The receptionist assumed that

since it was one form there would only be one price and told the client “…it

looks like the charge would be $27.25.”

Therefore, for three exams at $49.25, 3 distempers for the

puppies at $35 and 1 health certificate, the clients total was $281.50. The client told the receptionist “…we are the

most affordable one…” and asked if we have anything available this

afternoon. An appointment was set for

4:30pm. The receptionist verified that we would be seeing all five dogs for the

health certificate at $49.75 for each exam.

The client responded, “That’s fine.” The client reiterated the puppies

were 9 weeks old. The client was advised

to bring all medical records and the address and phone number to the dogs’ final

destination.

The receptionist then called the client about 20 minutes

later because she did not schedule enough time for the appointment and needed

to see if the client could come in 30 minutes earlier. When the client called back, the receptionist

asked if she wanted to keep the appointment to which the client replied that it

was “more logical”, we were “closer” and a “more reasonable price.” The appointment was set for 4-6 pm. The receptionist verified there would be one exam

for each puppy, two of which would be free.

It would $49.75 per parent and $27.25 for the health certificate. The client responded, “So about $300

altogether.” The receptionist then added

that would include the vaccines.

In the appointment, the prices were gone over again and the

client received an estimate for each pet.

At this time, the doctor informed the client that the receptionist

quoted her wrong in regards to the health certificate and that it was $27.25

per dog. The client had the option to

decline the service, but she did not. The client could have left and she would

not have been charged anything. The

client said she wanted a distemper vaccine for the other puppy but did not want

to pay for an exam. We do not administer

vaccines to a pet without performing a physical exam so no services were

provided for puppy #1 at the client’s request.

The receptionists remember the client looking pleased and

the employees were enjoying the puppies as they were being passed around and

petted in the front lobby area. The

total bill was $275.50. At this time, there was no complaint about the

price from the client. Puppies #2 and #3

had free exams done, each of these puppies had their first distemper vaccine,

and each one was charged for a health certificate. The parents were each charged for a wellness

exam and a health certificate. The

client refused services for puppy #1 telling us that she would be taking that

puppy to another hospital for his exam and health certificate. The doctor filled out the four lines of the

health certificate and crossed off the other six lines.

The next day, the client called (again the call was

recorded) and stated that she had a problem.

The client stated that she “…kinda destroyed the health certificate a

bit.” She had dropped it in the sleet as she read it. Could she get a new health certificate? She

also said that the puppies were only 7 weeks old and that she had been given

the wrong date so their age was wrong on the health certificate. The receptionist told the client she would

give the message to the Doctor. The

client never mentioned anything in regards to the cost from the day before, and

in fact, was very friendly and nice to the receptionist.

Since there are multiple sheets to a health certificate, the

copies that we had were ok. In fact, we

had already mailed out one of the copies to the State Veterinarian as required

by law. Our doctor called the Wisconsin

DATCP and the California equivalent to see if it was ok or if our doctor would have

to fill out a new form. Our doctor was advised

that we could make a copy of the health certificate and give that to the client.

The indiscrepancy in the puppies’ age was a non-issue for travel. Our doctor called the client and left her a

voice mail message letting her know this.

The client never came to pick up the health certificate copy. Three days later, we were notified of this

complaint.

We have no problem crediting this client $81.75 for three of

the health certificates. Even though it

is clear on the phone call that the receptionist does not know what the price

is, she went ahead and agreed with the client.

I do not know what the additional $60 is that she is disputing so we

would appreciate some clarification on that.

We would also like some clarification on how the client “…come to the

price of $231.75 for everything excluding one puppy examination and shot.” When the appointment was scheduled, the

client was bringing in five pets (2 free exams, 3 exams at $49.75), three of the

pets needed distemper vaccines ($35 per vaccine), and health certificates for

all of them ($27.25). That is a total of

$281.50.

It is disappointing that this client states that she was not

prepared to pay close to $300. As stated

above, she responded, “So about $300 altogether” when the receptionist went

over the pricing with her. As military, the client probably does not have a

choice as to where she takes her pet for veterinary care. My guess is that she sees whatever veterinarian

is stationed on the base, as the private veterinarians would be deemed too

expensive. It might be standard for the base

veterinarian to include ear plucking, anal glands and nail trims with the pet’s

exam, but it is not standard practice in this area. Instead of assuming, the client should have

asked what was included in the exam price and we could have told her.

While we appreciate feedback and constructive criticism so

that we can provide the best service possible, I am thankful that we had

recordings of both of these phone calls so that we actually knew what was said

and what was not said.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would accept the credit of $81.00. It was unbelievable looking for a veterinarian in Wisconsin and I was appalled by the prices one on East Green Bay told me$700.00 for the same thing. I don't understand the price margins of veterinarians and always use pet friendly clinics who are in it for good animal welfare and not just money. The receptionist did state a different price of the health certificate explaining that it is one sheet with all dogs recorded on it. She put me on hold to verify this and told me the flat fee of $27. However, with my experience with veterinarians as far as check ups, the dogs claws are clipped normally, hairs are pulled from inside ears and their temperatures are taken. The doctor only looked at them and examined their teeth for $40 something. I was a bit upset but needed no more stress on me, which is why I went through Revdex.com. I did not have my dogs with me for over 6 months due to being on deployment in the military and needed to know they were well.

Regards,