Animal Hospital of Sullivan County

Review: I order a spcific type of dog food for my 8 year old Cocker Spainel, The food is I am Vet formula, and can only come from a vet. I have been ordering dog food from This buissiness for almost 4 years. Last week, approx. July [redacted] 2013, I ordered a 15lb bag of food. When I called the animal hospital to see if the food came in they said it had, a 30lb bag. The 30lb bag is $30 more expensive, and I did not have enough money for that bag, I asked if I could pay 3/4's of the price and pay the rest. I was told no. I informed the service rep that I had ordered a 15lb bag, and it wasent my fault they ordered the wrong bag, I was still willing to pay, but all I had was $54 and the 30lb bag costs $75. I once again asked if I could pay some now and some later, the service rep again said no, I asked to speak to her supervisor to try and straighten out the mix-up and she said "No" and hung up.Desired Settlement: I now have no food to feed my dog because of the vet's mix up. They don't actually carry the food in the office so they have to order it, they wernt even willing to re-order a new bag for me. I wan't some type of restitution for my Dog's pain and suffering, He now has to go without his vet recommended food for the next week because of this. I paid $900 for my dog, he is a part of my family, I have spent over $5000 on food from this vet. I want all my money back, a written apology, and I would like the vet's office and practice to be investigated for fraud.

Business

Response:

To Whom it May Concern:

This is a response to complaint ID [redacted] regarding a prescription dog food for a client. I was not aware that there was a problem.

I spoke to the receptionist who spoke to the customer about the situation. We do not accept partial payments for products that go out

the door but we do have a way to finance people for things as simple as dog food. Unfortunately that was not offered. It will be discussed

at a staff meeting and was discussed with the receptionist involved. It is a great option. As far as ordering a 15 pound bag that is not a problem.

We did have a delay in ordering from the distributor because the line was busy every time we called. This is very unusual. We did get through on the

[redacted] day and placed an order.

I had the front staff call the customer when I got the letter from you folks and we did order a 15 pound bag. We do not keep a large supply

of inventory on hand because it ls not feasible. All our clients know they need to call ahead to make sure we have it and generally speaking

we can have it in 1·3 days. This was just one of those rare times we could not get a hold of the distributor. They may have been having technical problems.

We are a service business and we like to take care of our clients well. Thanks for your attention. This complaint will be discussed at our next

staff meeting and it will enable the staff to handle any similar situation in the future correctly. We want our patients

to have what they need and we want our clients to get what they need in a timely manner.