Carolina Ranch Animal Hospital and Resort, PA

Booked boarding over the phone for our dog. [redacted] told of all the requirements for required vaccines over the phone. Had our dogs vaccine records faced over to Carolina Ranch. Then we we picked her up we were charged $34 for a fecal test that had not been discussed with us. I feel like this is bait and switch. They had our pet, so we had to pay. I called to discuss it and they were rude on he phone but acknowledged it should be specified in the phone.Product_Or_Service: Pet BordingDesired SettlementCredit back to my credit card for $34.00Business Response On June 27th this individual phoned the Ranch to make a 1st time boarding reservation for her dog. The person who spoke with her and made the reservation conveyed the standard dialogue that we say to everyone who makes a boarding reservation by phone including our boarding requirements. We understand that there is a substantial amount of important information to cover, so we follow up with an email which includes a cover letter as well as attachments which state all information on boarding requirements, including the fecal exam, to help prepare owners for their pet's boarding stay. This information is also posted on the boarding page of our website. We received vaccine history from this individual's veterinarian on June 29th, which stated that the fecal exam expired May 25th 2016. We ask on our email to please contact our office 24 hours prior to check in to make sure that we have received the necessary information. The individual who brought the dog in for boarding on July 1st was advised upon check in that the dog would require a fecal exam to stay with us. The individual chose to leave the dog in our care and knew that the service was being performed. Our boarding requirements are for the safety and well being of all the boarders we take care of and are generated from our extensive experience in the veterinary industry. The standard of care is of the utmost importance at Carolina Ranch Animal Hospital and Resort, which is why we go through all of the effort and steps that we do. Consumer Response The account from the Carolina Ranch staff is incorrect. We were never told of the fecal exam at the time of drop off. If we had been told, then it would not have been a shock at pick up and it would have been a non-issue. If Carolina Ranch should tell all customers over the phone if anything requiring an additional fee is required. No one likes to be surprised with additional fees when they come and pick up their pet. We are talking $34 here. It is not about the amount of money but about the principal and then how I was treated when making my complaint.Final Business Response We value every client's right to file a complaint if they feel that services were not satisfactory. In light of these circumstances we will not be changing our policies or procedures, nor will we be refunding the $34.00. We provided all of the necessary information and used multiple valid communication channels. The emails that we follow up with after a phone conversation and the required boarding release form (owner signed electronically) provide this information in a permanent manner so it can be referenced at anytime. All owners have the responsibility to be aware of all of the information required for a pet to board at our facility or receive any services. We do this to ensure that we can provide the quality of care that our clients expect and deserve.