Adobe Animal Hospital

On March 7th, 2016, at 08:a.m., we entered the doors of the Adobe Animal Hospital, hoping to relieve our cat's suffering, after all they had treated our family cats for nearly yearsThat is until this morning Let me explain: after trying to reach their after-hours answering service throughout the past weekend, we had no choice but to show up at the opening of the clinicOur cat was severely suffering and we decided to put him down - he was 1/years oldI was repeatedly reassured by the answering service that Adobe Animal Hospital would get him in and help us ease his pain However, when we arrived and then inquired about having him put down, a very loud, boisterous front desk clerk [Christie M***] told us how busy the vet wasWe were summarily told to go and [redacted] another veterinarianWhen pushed to see if they could squeeze us in, the woman offered to refer us to another hospital....after years of our faithful customer relationship, we were told to take our cat to a completely unknown vet and have them put our cat down?! We would then have to further stress our cat by driving to an unfamiliar place just so that we could put him to sleep?! What kind of customer service is this? The callus nature did not stop there, for while we waited they admitted two walk-ins ahead of us, AFTER we were told that no more walk-ins could be acceptedI sincerely hope that the Dachshund with a cold did not suffer as painfully as our dying cat Bottom line? A one-star rating is too generousThis hospital is unprofessional, the staff were discourteous and the doctors showed little regard for the well-being of a cat that had been a patient of that facility for more than yearsI cannot recommend this facility, its ill-mannered staff or their total lack of customer relations People lose their job for much less than the disrespectful handling of our cat's medical emergency - I sincerely hope that the Dachshund with a cold that they allowed to walk-in, did not suffer as painfully as our dying cat, Moe

If you care about your pet and your credit score do not go here I tried to call and cancel an appointment back in The answering machine was full and wouldn't take the message I was billed for the missed appointment I called and explained I'd tried to call and got nowhere Finally because I didn't want my credit score ruined I agreed to go in and pay it On the day it was agreed I'd come in to pay the bill they closed at Noon That was it for me I called again and explained I would not be paying it That I'd tried to cancel first and tried to pay it and they had been responsible for neither attempt begin successful To this day I still get collection calls and with each call they explain how much damage this is doing to my credit I have no problem with a vet caring as much about being paid as about my pet I do care when the vet cares more about the money than anything else!

On March 7th, 2016, at 08:a.m., we entered the doors of the Adobe Animal Hospital, hoping to relieve our cat's suffering, after all they had treated our family cats for nearly yearsThat is until this morning
Let me explain: after trying to reach their after-hours answering service throughout the past weekend, we had no choice but to show up at the opening of the clinicOur cat was severely suffering and we decided to put him down - he was 1/years oldI was repeatedly reassured by the answering service that Adobe Animal Hospital would get him in and help us ease his pain
However, when we arrived and then inquired about having him put down, a very loud, boisterous front desk clerk [Christie M***] told us how busy the vet wasWe were summarily told to go and *** another veterinarianWhen pushed to see if they could squeeze us in, the woman offered to refer us to another hospital....after years of our faithful customer relationship, we were told to take our cat to a completely unknown vet and have them put our cat down?! We would then have to further stress our cat by driving to an unfamiliar place just so that we could put him to sleep?! What kind of customer service is this?
The callus nature did not stop there, for while we waited they admitted two walk-ins ahead of us, AFTER we were told that no more walk-ins could be acceptedI sincerely hope that the Dachshund with a cold did not suffer as painfully as our dying cat
Bottom line?
A one-star rating is too generousThis hospital is unprofessional, the staff were discourteous and the doctors showed little regard for the well-being of a cat that had been a patient of that facility for more than yearsI cannot recommend this facility, its ill-mannered staff or their total lack of customer relations
People lose their job for much less than the disrespectful handling of our cat's medical emergency - I sincerely hope that the Dachshund with a cold that they allowed to walk-in, did not suffer as painfully as our dying cat, Moe

Complaint:
I am rejecting this response because:
7/29/I had INQUIRED over the phone out of curiosity if neutering was something they could POSSIBLY do together she went to check with the vet and returned to tell me they could but it could not be done at this specific appointment and offered to change itI said no that's ok, I JUST WANT THE EAR CROPPING DONEShe said ok that's fine and the appointment was setNOTE:
I, unfortunately went out of town the day before the appointment (see last page of scanned documents) and my husband was to drop off Seven at the appointmentI assume the office staff thought I didn't want the neutering because I would have to change the appointmentThey possibly determined later that there would be time and offered it to my husband when he showed up to the appointmentUnfortunately my husband did not understand what he was signingHe is Spanish speaking ONLY, the receptionist did not speak Spanish, they did not have an interpreter available at the vet's office and the documents were not provided in SpanishMy year old son and my year old nephew were there and they do speak English but do not understand what neutering meansI don't wish to respond now to all the comments that were made.
The California Government Consumer Affairs Law (see documents) states; The foreign language translation must be given to the consumer before the consumer signs the contractThe seller or creditor must give the consumer the foreign-language translation whether or not the consumer requests itThe foreign-language translation must include the proposed contract terms, such as purchase price, finance charges, payment amount, etcIt also states;
Contracts in which the foreign language-speaking consumer has negotiated the contract through his or her own interpreter (with limitations, see below)However, the last exception applies only if the consumer's interpreter is able to speak fluently and read with full understanding both the English and the foreign languageIn addition, the interpreter cannot be a minor (under years of age)Nor may the interpreter be employed or made available by or through the person engaged in the trade or business It also states;
If a trade or business that is required to provide a foreign-language translation fails to do so, the consumer can rescind (cancel) the contract or agreement, in which event the law governing cancellation of contracts will apply.3 The consumer can cancel the contract even if it has been assigned to a financial institution; but in that event, the consumer must look to the original trade or business for a return of the amounts he or she has paidIf the consumer received any goods, the goods must be returned to the original trade or business
For full page of California Government Consumer affairs Foreign Language of Consumer Contracts see documents attached to caseIn conclusion all I can say is that I understand that this was all miscommunication and bad circumstances but this could have all been avoided if they could have simply followed the lawThese are my rights and I intend to exercise themI want full refund and reimbursement for the extra charges incurred because of me having to look for alternate care
Regards,
P*** ***
I WILL BE FAXING DOCUMENTS OVER

stated by the BusinessI will make a short statement
1)I refused her service after she made a scene in the lobby and then in the room yelled that she was going to sue me
"margin-bottom: 0.0001pt;">2)Her dog stayed here postoperative until around noonIt was not in painIt was happy and eating and bright and alert.3)Her husband had her two sons to interpret when needed and I am happy to send you the video of the whole transaction visually (there is no sound) It is obvious he understood and if he did not he should not have signed anythingThe fact is he did which gave me legal permission to neuter the pet4)The appointment was made by her for the neuter and croppingA reminder call was made that stated that the night prior to the procedure also5)The ears looked good at the no charge appointment MondayThe foam just had to be replaced in the ears6)I have much substantiation in my records for all I am saying7)She was given the remainder of what was owed the same day as the firing8)The vet she saw after she was here said the E collar was so beat up that he had to replace it (it was not like that when I saw the pet) and one of the sutures on the right ear had started to unravel and he took it back a couple of loops and retied it(Note: This is something I would have done if they had not threatened me )It is possible the dog was being overactive or trying to rub at the ear9)She was told at the initial appointment in May that I would not do the tow procedures together until the dog was months of age and she waited until it was of age10) At the time I also had a hour emergency line they could have reached me on if something was not rightThey never called itIf someone hurt my pet and did surgery on it that was not supposed to have been done I would not have waitedI would have been calling immediatelyThis is just a beginning summaryThere are pages on this case that I would love to send to you via FAXAlso I would love to send the video of the husband and my receptionist interacting for a good period of time going over everything
Thanks
[redacted], DVM

As stated by the Business.
The Customer’s Complaint reply. 1)She had in her possession since May 30th the estimate for both procedures that she is referring to as the contract. She took them home to go over them with her family and think them over. The estimates are generated from our Industry standard veterinary software program in English. These are the exact same estimates that were reprinted in office that her husband signed prior to surgery. I would find this very odd if she did not go over them with her family in the decision making process as that was the purpose in her taking them home.   2) A language issue was NOT the reason he signed the estimates. Even in her own words: "He signed them because he thought that was what she wanted". Therefore, regardless of what language the estimate was in he was signing it based on his belief of her wishes. I would like to add at this time that what he signed for is also what she made the appointment for.   3)The Customer failed to Inform us that the person bringing In the pet was a Spanish' speaker. He did have two bilingual people with him and waved off their Interpretation indicating to us that he understood. It is not up to us to decide a person is feigning understanding.   No one can Judge another person “understands".  In any contractual agreement it is up to the person signing to make certain that they clarify any part that they do not understand prior to signing it!   Regardless of language provided his legal signature and indication of his understanding. Indicates legal agreement, consent and approval, unless one is intending to mislead or attempting to defraud a business.     4) as previously stated: the Customer made the appointment for the neuter and the ear clopping after having the estimate at home for several months, Originally she wanted the surgery to be Thursday bull we could only do both procedures  on Friday and the appointment was made with her for Friday instead due to accommodate her and have both procedures   done.       5) We did not change the appointment with the husband. The receptionist had all the paper work from the drop off appointment ready on the counter prior to his entry into the building and this was given and gone over with his at the other counter. There was no paper work added or appointments change made after this arrival. I will also send you the original appointment sheet which has on it what it was made for, by whom, and the date it was made.          6) Adobe Animal Hospital has ten qualified bilingual staff members proficient In English and Spanish. Two of these member were present but in an emergency Surgery at the time of his entrance. However one could have been made available to translate for him Had He Not Failed to indicate any lack of understanding of the documents he voluntarily signed. When surgery was over, one of these members who is obviously Hispanic did take the dog to the back from him. If he had any lingering questions he could have asked her then. He also could have waited for Lourdes (our other receptionist) to come in who also speaks Spanish. She came to work just as he was leaving. We would have accommodated him in anyway needed if he had not indicated that he already understand and had actually waved away assistance. We also had no other reason to believe there would be any issues as he was just finalizing what his wife had made the appointment for with us and he was signing what he believed she wanted also.     [redacted]., DVM

On March 7th, 2016, at 08:08 a.m., we entered the doors of the Adobe Animal Hospital, hoping to relieve our cat's suffering, after all they had treated our family cats for nearly 18 years. That is until this morning.
Let me explain: after trying to reach their after-hours answering service throughout the past weekend, we had no choice but to show up at the opening of the clinic. Our cat was severely suffering and we decided to put him down - he was 17 1/2 years old. I was repeatedly reassured by the answering service that Adobe Animal Hospital would get him in and help us ease his pain.
However, when we arrived and then inquired about having him put down, a very loud, boisterous front desk clerk [Christie M[redacted]] told us how busy the vet was. We were summarily told to go and [redacted] another veterinarian. When pushed to see if they could squeeze us in, the woman offered to refer us to another hospital....after 17 years of our faithful customer relationship, we were told to take our cat to a completely unknown vet and have them put our cat down?! We would then have to further stress our cat by driving to an unfamiliar place just so that we could put him to sleep?! What kind of customer service is this?
The callus nature did not stop there, for while we waited they admitted two walk-ins ahead of us, AFTER we were told that no more walk-ins could be accepted. I sincerely hope that the Dachshund with a cold did not suffer as painfully as our dying cat.
Bottom line?
A one-star rating is too generous. This hospital is unprofessional, the staff were discourteous and the doctors showed little regard for the well-being of a cat that had been a patient of that facility for more than 17 years. I cannot recommend this facility, its ill-mannered staff or their total lack of customer relations.
People lose their job for much less than the disrespectful handling of our cat's medical emergency - I sincerely hope that the Dachshund with a cold that they allowed to walk-in, did not suffer as painfully as our dying cat, Moe.

I was very unhappy with my visit. From the reminder call the receptionist was rude . Then I got there and they seemed all they cared about was how much money they could charge me. My dog has aniexty and I felt pressured into doing a procedure that I wasn't comfortable with. The vet seemed disconnected to my dog and very short with us. I wouldn't recommended this place for your animals needs. Very over priced.

If you care about your pet and your credit score do not go here. I tried to call and cancel an appointment back in 2012. The answering machine was full and wouldn't take the message. I was billed for the missed appointment. I called and explained I'd tried to call and got nowhere. Finally because I didn't want my credit score ruined I agreed to go in and pay it. On the day it was agreed I'd come in to pay the bill they closed at Noon. That was it for me. I called again and explained I would not be paying it. That I'd tried to cancel first and tried to pay it and they had been responsible for neither attempt begin successful. To this day I still get collection calls and with each call they explain how much damage this is doing to my credit. I have no problem with a vet caring as much about being paid as about my pet I do care when the vet cares more about the money than anything else!

On March 7th, 2016, at 08:08 a.m., we entered the doors of the Adobe Animal Hospital, hoping to relieve our cat's suffering, after all they had treated our family cats for nearly 18 years. That is until this morning.

Let me explain: after trying to reach their after-hours answering service throughout the past weekend, we had no choice but to show up at the opening of the clinic. Our cat was severely suffering and we decided to put him down - he was 17 1/2 years old. I was repeatedly reassured by the answering service that Adobe Animal Hospital would get him in and help us ease his pain.

However, when we arrived and then inquired about having him put down, a very loud, boisterous front desk clerk [Christie M[redacted]] told us how busy the vet was. We were summarily told to go and [redacted] another veterinarian. When pushed to see if they could squeeze us in, the woman offered to refer us to another hospital....after 17 years of our faithful customer relationship, we were told to take our cat to a completely unknown vet and have them put our cat down?! We would then have to further stress our cat by driving to an unfamiliar place just so that we could put him to sleep?! What kind of customer service is this?

The callus nature did not stop there, for while we waited they admitted two walk-ins ahead of us, AFTER we were told that no more walk-ins could be accepted. I sincerely hope that the Dachshund with a cold did not suffer as painfully as our dying cat.

Bottom line?

A one-star rating is too generous. This hospital is unprofessional, the staff were discourteous and the doctors showed little regard for the well-being of a cat that had been a patient of that facility for more than 17 years. I cannot recommend this facility, its ill-mannered staff or their total lack of customer relations.

People lose their job for much less than the disrespectful handling of our cat's medical emergency - I sincerely hope that the Dachshund with a cold that they allowed to walk-in, did not suffer as painfully as our dying cat, Moe.

If you care about your pet and your credit score do not go here. I tried to call and cancel an appointment back in 2012. The answering machine was full and wouldn't take the message. I was billed for the missed appointment. I called and explained I'd tried to call and got nowhere. Finally because I didn't want my credit score ruined I agreed to go in and pay it. On the day it was agreed I'd come in to pay the bill they closed at Noon. That was it for me. I called again and explained I would not be paying it. That I'd tried to cancel first and tried to pay it and they had been responsible for neither attempt begin successful. To this day I still get collection calls and with each call they explain how much damage this is doing to my credit. I have no problem with a vet caring as much about being paid as about my pet I do care when the vet cares more about the money than anything else!

I was very unhappy with my visit. From the reminder call the receptionist was rude . Then I got there and they seemed all they cared about was how much money they could charge me. My dog has aniexty and I felt pressured into doing a procedure that I wasn't comfortable with. The vet seemed disconnected to my dog and very short with us. I wouldn't recommended this place for your animals needs. Very over priced.

Review: I made an appt over the phone to get my dog's ears cropped and while I was making the appt I INQUIRED about neutering and cropping ears at the same time. She said "hold on let me ask" she came back to the one and said it was possible but that she would have to change my appt. I said "no, that's fine, I just want the ears cropped". I was away on the day of the appt and my husband who is Spanish speaking only and does NOT read English took our dog into the appt. They had no interpreter and the person helping him only spoke English. The contract was in English and he signed it. A couple days later he had a follow up appt and his stitches had come undone the day before. While I was there I complined to the Vet [redacted]. She refused care to my dog and sent me away. I had to find alternate care.Desired Settlement: I want reimbursement for the neutering. A refund for services paid ahead an not performed. Payment for the fixing of the ears that new vet had to do. And payment for my drive time, gas and time off work to take him to the new appt. And payment for pain and suffering.

Business

Response:

CF-As stated by the Business.I will make a short statement1)I refused her service after she made a scene in the lobby and then in the room yelled that she was going to sue me.2)Her dog stayed here postoperative until around noon. It was not in pain. It was happy and eating and bright and alert.3)Her husband had her two sons to interpret when needed and I am happy to send you the video of the whole transaction visually (there is no sound) It is obvious he understood and if he did not he should not have signed anything. The fact is he did which gave me legal permission to neuter the pet.4)The appointment was made by her for the neuter and cropping. A reminder call was made that stated that the night prior to the procedure also.5)The ears looked good at the no charge appointment Monday. The foam just had to be replaced in the ears.6)I have much substantiation in my records for all I am saying.7)She was given the remainder of what was owed the same day as the firing.8)The vet she saw after she was here said the E collar was so beat up that he had to replace it (it was not like that when I saw the pet) and one of the sutures on the right ear had started to unravel and he took it back a couple of loops and retied it. (Note: This is something I would have done if they had not threatened me ). It is possible the dog was being overactive or trying to rub at the ear.9)She was told at the initial appointment in May that I would not do the tow procedures together until the dog was 4 months of age and she waited until it was of age.10) At the time I also had a 24 hour emergency line they could have reached me on if something was not right. They never called it. If someone hurt my pet and did surgery on it that was not supposed to have been done I would not have waited. I would have been calling immediately.This is just a beginning summary. There are 12 pages on this case that I would love to send to you via FAX. Also I would love to send the video of the husband and my receptionist interacting for a good period of time going over everything. Thanks[redacted], DVM

Consumer

Response:

Review: 10755417

I am rejecting this response because: