Animal Medical Centers of Sacramento

Review: On 8-5-14, I took my two dogs into the [redacted] Center for boarding while I moved my household to another city. I paid in full for the kennel,and for a bath for Roscoe($35-).I requested that they bathe Roscoe on Friday or Saturday, because I would be picking the dogs up on Sunday morning,8-10-14.When I picked them up on Sunday, Dr. [redacted] advised me that they had admitted a dog to the kennel with bordatella(kennel cough)and that Roscoe was sick. My other dog became ill a few days later.My dogs were healthy when I took them to their kennel for boarding.Dr. [redacted] claimed no responsibility for the sickness because,quote"we can't control the air." I asked her if I had to pay for the needed medication (doxycycline)and she said I did ,but she had given them'complimentary' examinations.I did not get the meds at that time because I didn't want to wait(always a long wait),didn't think I should have to pay, and both dogs had had their shots for bordatella and could possibly recover w/o the need for medication.Roscoe had not had a bath.The dogs did not recover and got sicker, so I went back on 8-13-14 for the meds. I was charged $55.70 for the needed medication.Desired Settlement: My dogs became ill while in the care,custody,and control of the Natomas Animal Medical Center and they are legally responsible to provide a safe and disease-free kennel.I would like to be reimbursed the $55.70 for the needed medication.I would also like to have my gas money reimbursed, about $12-.

Business

Response:

It is unfortunate that Roscoe developed tracheitis while boarding. Viral Upper respiratory infections are air born diseases. We require that all boarding animals be vaccinated against the more serious "kennel Cough" diseases. There are some milder versions that act more like the 'common cold", and there is no vaccine available. Pets that are in boarding facilities do run an increase risk of exposure to these upper respiratory viruses similar to going to the mall or day care. Animals are often contagious prior to noticeable symptoms. We take all precautions if a boarding pet becomes sick to minimize exposure to other pets. Some pets may be more likely to catch an upper respiratory infection than others due to their individual immune systems. We understand that it is frustrating to owners when their pet picks up a "cold". We gave a complimentary doctor exam to properly diagnose the medical issue. As you can see on the waiver form that [redacted] signed, #6 states, " Owners will be financially responsible for any medical issues that arise during boarding at Natomas Animal Medical Center." We had many pets in the hospital boarding facilities during the time Roscoe boarded with us, A pet did start coughing a few days prior to Roscoe, That animal was immediately put in isolation. The facility is kept extremely clean. This situation is like blaming an airlines for picking up a cold on the airplane. The incubation period is 3-7 days, so we can not determine if Roscoe picked up the air born virus while boarding or he was in the incubation phase when he arrived for boarding. In either event, Mrs. [redacted] was only charged for the medication not the medical exam per the boarding agreement.

Consumer

Response:

I am rejecting this response because:

I see not point in replying to this message. We do not agree on this issue, and we never will. I will be taking my dogs to a new vet.

Review: I took my dog here for a UTI; it was on 1/18/15. This is not her usual vet, as they are closed on Sundays. I took her there as I didn't want to wait another day, and to get her on meds to clear it up quicker. They had an online coupon stating that first time customers got $30 off the exam. Nothing on the website mentions to bring a printed out copy, so I proceeded to their location. They pressured me into having her get a urinalysis, even though she has had a UTI problem due to her recessed vulva. They gave me an estimate of $108, which I was fine with. I asked about the coupon, which they said they'd honor. When the visit was over and I went up to pay, the lady states $175! I ask her why the price jumped up, she states that is including meds. Her attitude was less than pleasant. I ask if that's with the coupon, and she states I needed to print it out. I tell her that the website says nothing of the sort; she proceeded to mock me and say "that's what you do with coupons, print them out". I ask how much the meds are, and she quotes $99. The usual vet that I go to is half that price! Im so upset, that I go outside to talk on the phone. At this point, I just leave because im so angry that I'm gonna blow up on the front desk lady. They call me and leave a message saying that because I skipped out, I no longer can get the $30 off, and will have to pay full price; threatening to send me to collections if I don't pay today or tomorrow. What I'm really upset about is that they wanted to test her for which specific bacteria it was "to figure out which meds will best the best", but end up giving her a broad spectrum antibiotic. I have worked with wildlife for a few of years previously, and know a thing or two. Im not just Joe Blow who doesn't know what she's talking about. Also, the manner of giving estimates without everything included is decieving.I did not contact them back yet, as I was getting legal advice. They pointed me here as a possibility to solve the issue.Desired Settlement: I would like them to still honor the $30 off full price exam. I feel that they need to update their website if they want people to print out and bring in the coupon, as their website states absolutely NOTHING about that. That would bring the estimate of $108 down to $78.Also, Please include medication prices in their estimates.They don't give you part of the estimate when your car needs fixed; they tell you everything they're doing and what they're charging you for.

Business

Response:

The issue with [redacted] has been resolved. We of coarse honored the discount coupon and [redacted] has paid her outstanding balance in full.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.