All Creatures Veterinary Hospital

We have seen this patient at our clinic two times The first visit was for an illness as a puppy During an illness exam it is contra-indicated to vaccinate so therefore during that exam it was not performed As instructed on the exam discharge (attached) the pet was to return for a reduced fee exam for vaccines which they did do On the invoice from that day it is displayed in the reminders on the left side that the booster vaccinations are due and the dates in which they are due The client was provided with this invoiceThree weeks after the reminder states on invoice 7.**(attached) the client came in for a booster vaccination and was told he would need to restart the vaccination series since they missed the booster window At this point the client became very upset and was unwilling to continue with treatment at our facility Our staff is trained to recommend that the client book the booster vaccination in the window that it is due (between and weeks) Our practice management software prompts at the time of checkout to ask if the client would like to book a booster vaccination at time of checkoutI have also attached a client communication log in which the client threatened to write bad reviews regarding their experiencefrom yesterday 8.**regarding the conversation notes between the owner (DrM***) and the client at the time of the visit The owner chose not to receive vaccinations for his pet and left the hospital.Thank you for your time to review this If you require additional information or wish to speak with a representative from our business you may contact us at any time Erica M [redacted] DVM and Charles R [redacted] Practice Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Thank you for following up We appreciate the prompt response I completely understand that you claim to not have told us to come back 4-weeks This is incorrect, we were verbally informed that we could comeback within 4-weeks My partner has a graduate degree in corporate communication and a director level position within a massive US corporation, I myself have an undergraduate degree in business administration and am an operations manager for a 50M a year companyBoth of us have corporate communications careers, and both of us, left the 2nd appointment with the understanding that we had up to weeks to come back for the final vaccinations You obviously did not do a good job communicating with us (Your paid clients), if we both left the previous appointment with the understanding that we had up to weeks Additionally, completely disregarding this feedback, is rude and condescending You verbally told us 4-weeks, both of us hear this and attest to this, and you have done everything except apologize for the misunderstanding or take any ownership that you might not have effectively communicated with us, and now we are facing a damage (The hundreds of dollars it will cost to redo the vaccinations with another doctor).Additionally, in the 2nd appointment, you stated that some of the vaccinations were not mandatory, but we added them on regardless, this is fine, but we would like to know which vaccinations are not mandatory, as this could have also helped escalate the situation
In regards to the price difference between our two appointments, I need to point out that the first appointment was to address a bowl issue that our dog was having, and the 2nd appointment was a follow up appointment that did not require a doctor for shots only So when you state that it was a "Discounted" appointment, you need to provide the facts Additionally that appointment was a vet tech appointment, with this said we are in no way responsible for your participation, we appreciated that, and that that was great, but if you are going to specially represent the 2nd appointment as a vet tech appointment, you need to represent that it was a vet tech appointment for vaccines only.As we were leaving the 2nd appointment, we were not instructed to make an appointment 2-weeks later We do have pet insurance, and would have just made the appointment then With this said, there were multiple communication fails with this interaction, and because of this, we have a tangible damage We now have to reset the booster shots with a different vet which will cost hundreds of dollars All because, during the 2nd appointment, the 2-weeks was not made clear.We are most upset, due to the complete and utter lack of accountability on your end Even an apology would have been something In regards to "Threatening to leave a bad review," this is not a threat, this is absolutely our right and you did get a bad review This is 2017, and yelp and other review sites exist for reasons such as this If you think somebody saying they are going to give you a bad review because they had a bad experience with your company, then toughen up, its and review sites a things businesses deal with now If you don't want a customer to write a bad review, communicate better with your customers Additionally telling a successful corporate New Yorker that "Its not nice to threaten people," when they are telling you that they are going to write a bad review because they just had a bad experience with your company is exactly how you get a bad review You were absolutely condescending and absolute unaccountable for your communications with us, and that is why you got a bad review Next time, don't be condescending then leave the room, that cement the bad review with whoever it is 100% of the time.At no point, did you ever apologize, empathize or take any ownership that your communication was not the best, this is why this escalated As no resolution or apologies have been offered, we will continue to address this issue Thank you and have a great day! Rob
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Sincerely,
*** ***

We have seen this patient at our clinic two times.  The first visit was for an illness as a puppy.  During an illness exam it is contra-indicated to vaccinate so therefore during that exam it was not performed.  As instructed on the exam discharge (attached) the pet was to return for...

a reduced fee exam for vaccines which they did do.  On the invoice from that day it is displayed in the reminders on the left side that the booster vaccinations are due and the dates in which they are due.  The client was provided with this invoice. Three weeks after the reminder states on invoice 7.**.17 (attached) the client came in for a booster vaccination and was told he would need to restart the vaccination series since they missed the booster window.  At this point the client became very upset and was unwilling to continue with treatment at our facility.  Our staff is trained to recommend that the client book the booster vaccination in the window that it is due (between 3 and 4 weeks).  Our practice management software prompts at the time of checkout to ask if the client would like to book a booster vaccination at time of checkout. I have also attached a client communication log in which the client threatened to write bad reviews regarding their experience. from yesterday 8.**.17 regarding the conversation notes between the owner (Dr. M[redacted]) and the client at the time of the visit.  The owner chose not to receive vaccinations for his pet and left the hospital.Thank you for your time to review this.  If you require additional information or wish to speak with a representative from our business you may contact us at any time.  Erica M[redacted] DVM and Charles R[redacted] Practice Manager

Charged credit card incorrectly; refused to refund unless I removed a [redacted] reviewOn 2/21/2015 this business charged my credit card, which was on file, $62. I called the business on 2/27 to inquire about the charge. I was told the charge was for a stool test for my cat. I explained that I had dropped off a sample to be tested over a month ago, and they had billed my card at that time. The person on the phone told me that the test was for my other cat. I said that because I have two cats who use the same litter box, the vet had directed me to bring in one sample, and they would perform one test. The employee was unable to explain the situation further.I received a phone call today, March 3, from another employee demanding that I remove the [redacted] review that I wrote in which I detailed what happened with my credit card and the clearly dishonest explanation I was given. She told me that "the HR person had told me you can't get a refund unless you take down your [redacted] review."This behavior seems unprofessional to me and I think it should be noted.Desired SettlementA full refund that is not contingent on removing an accurate [redacted] review.Business Response Mr. [redacted] visited our office for his first appointment, our tech put the charges in twice by accident. We made it right only to find out he had filed a complaint with [redacted]. Our receptionist [redacted] called him to say we were sorry for our mistake that had been corrected and asked that he remove his complaint from [redacted]. Mr. [redacted] said he would not remove the complaint and told [redacted] that our staff was untrained. It was our mistake; however, we rectified it prior to his post on [redacted] and complaint to you. Thank you for your time and kind attention to this complaint.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I'm going to need an explanation of why the business felt it was appropriate to request that I remove a [redacted] review as a condition of correcting their mistake.

IF YOU VALUE YOUR PET, GO SOMEWHERE ELSE.
My dog was sick. She had been seen at All Creatures for two years, so we naturally that we took her to a vet that knows her. She was throwing up all day long and we were concerned. They kept her all day long, racked up a bill of over $1,000 for a one day stay. They gave us an OK bill of health and told us to take our dog home.
After another day of nothing but my dog vomiting up her food, we took her to the Emergency Clinic on Mission/Ruby. The doctor there told us that our dog was extremely sick and had to repeat the X-Rays that we had already paid for at all creatures.
Long story short, this clinic is incapable of caring for your animals short of administering annual shots. They sent our dog home with a clean bill of health without knowing that she would not survive the weekend. Completely incompetent, and not worthy of the title of Veterinary Doctor.
After a thorough examination at the Emergency Clinic, by QUALIFIED AND COMPETENT DVM's, our dog is now back home and well.
In case you are wondering what was done, and what was missed by All Creatures.... They took X-Rays of our dog and told us that they were NORMAL. Meanwhile, our dog had severe pneumonia and her lungs were full of fluid. Thanks to the people at the Emergency Clinic, we were able to nurse our baby back to health and she is now doing well.
To make things even worse, we got a call today by All Creatures threatening to take us to collections for the bill.
If you value the health of your pet.... DO NOT TAKE HIM OR HER TO ALL CREATURES. This is a hack veterinary clinic that should have their license to practice revoked.