Castro Valley Animal Hospital

Complaint: [redacted] I am rejecting this response because: I never yelled at any office staffI have a recording of the call and have no problem providing the recording I actually enjoyed the location and the staffthis billing issue was my only concern The puppy has parent and very nice pet insurance I can take her anywhereWe chose there Also I was never quoted any fees until I requested a form for the breederI informed the front desk that I have pet insurance which will be effective on 3/however because of the contract I signed with the breeder I had to have her examined with in hours of picking her up from the airportI explained the same thing the assistant who checked us in our room and went over the puppy packSo to offer me a discount on a puppy pack I do not need was a bit insultingMy call was not days later it was the next dayThe young lady who answered the phone told me, " oh you did not get the free exam because you forgot to tell them you were a new patient at the front desk" she then told be the doctor was out and that he would have to call me backVery nice and very helpfulWhen no one called me back I called them the next dayI was told oh the doctor will call you back at 3:pm I called a 3rd time and was told the same thing the doctor will call me back at pmWhen they finally called me it was after pm and now [redacted] was telling me a completely different reason for me not getting the discountI just checked the site today as I am writing my rejection and there is nothing stating that I must present a coupon to get the discountIt say sign up online or call which I did As far as me taking a prim spot being the reason for my feeMy original appointment was 02/14/I called and changed it when the puppy arrived lateI then changed it again because I was running lateNot once was I ever told of a feeAnd last I have still not received my puppies records as promisedI am not asking for any special treatment, and it is truly not about the moneyThere was a mistake made by you staff and someone should own up to itI was not even upset at [redacted] She is the one who checked me in and charged me the fee, however if she was not given the right information that is not her faultIf you look at the website for this office the add is just the sameThere is nothing there that says bring in a coupon [redacted] Sincerely, [redacted] ***

Please see attached business response.

Complaint: [redacted]I am rejecting this response because: I never yelled at any office staff. I have a recording of the call and have no problem providing the recording.  I actually enjoyed the location and the staff. this billing issue was my only concern....

The puppy has 2 parent and very nice pet insurance I can take her anywhere. We chose there.  Also I was never quoted any fees until I requested a form for the breeder. I informed the front desk that I have pet insurance which will be effective on 3/4 however because of the contract I signed with the breeder I had to have her examined with in 72 hours of picking her up from the airport. I explained the same thing the assistant who checked us in our room and went over the puppy pack. So to offer me a discount on a puppy pack I do not need was a bit insulting. My call was not 2 days later it was the next day. The young lady who answered the phone told me, " oh you did not get the free exam because you forgot to tell them you were a new patient at the front desk. " she then told be the doctor was  out and that he would have to call me back. Very nice and very helpful. When no one called me back I called them the next day. I was told oh the doctor will call you back at 3:00 pm . I called a 3rd time and was told the same thing the doctor will call me back at 500 pm. When they finally called me it was after 5.00 pm and now [redacted] was telling me a completely different reason for me not getting the discount. I just checked the site today as I am writing my rejection and there is nothing stating that I must present a coupon to get the discount. It say sign up online or call which I did.  As far as me taking a prim spot being the reason for my fee. My original appointment was 02/14/17 I called and changed it when the puppy arrived late. I then changed it again because I was running late. Not once was I ever told of a fee. And last I have still not received my puppies records as promised. I am not asking for any special treatment, and it is truly not about the money. There was a mistake made by you staff and someone should own up to it. I was not even upset at [redacted]. She is the one who checked me in and charged me the fee, however if she was not given the right information that is not her fault. If you look at the website for this office the add is just the same. There is nothing there that says bring in a coupon. 
[redacted]
Sincerely,[redacted]