Cleveland Road Animal Hospital

Initial Business Response / [redacted] (1000, 5, 2016/06/23) */ I reviewed the complaint and circumstances surrounding Mrs [redacted] 's appointmentWhile we did offer her a free wellness examination for her pet adopted from the humane society, additional tests or services were not includedWhile this was verbally explained to her prior to performing the disputed testing, we did not provide her a written estimate of the exact costsI called and apologized to the owner for not being more clear on the charges she was incurring when she approved the testing and offered a full refundIt was never our intent to trick or deceive her in any way, and it is our policy to be completely up front with owners on the costs of our servicesIn the future we will do a better job of making sure this is more clearly communicated to our clientsAdditional staff training on this particular situation is scheduled for next week to ensure future clients do not have the same experience with us Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want to close the case because they gave me my money back along with an apologyHowever their statement that I had been given a verbal explanation that their free wellness exam did not include the tests being done that day isn't trueI did not get any explanationIt would have only taken them two seconds to explain that the tests they wanted done weren't part of the free exam being offered to have avoided this whole situationBut I am grateful to have gotten my money back

Initial Business Response /* (1000, 5, 2016/06/23) */
I reviewed the complaint and circumstances surrounding Mrs [redacted]'s appointment. While we did offer her a free wellness examination for her pet adopted from the humane society, additional tests or services were not included. While this...

was verbally explained to her prior to performing the disputed testing, we did not provide her a written estimate of the exact costs. I called and apologized to the owner for not being more clear on the charges she was incurring when she approved the testing and offered a full refund. It was never our intent to trick or deceive her in any way, and it is our policy to be completely up front with owners on the costs of our services. In the future we will do a better job of making sure this is more clearly communicated to our clients. Additional staff training on this particular situation is scheduled for next week to ensure future clients do not have the same experience with us.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to close the case because they gave me my money back along with an apology. However their statement that I had been given a verbal explanation that their free wellness exam did not include the tests being done that day isn't true. I did not get any explanation. It would have only taken them two seconds to explain that the tests they wanted done weren't part of the free exam being offered to have avoided this whole situation. But I am grateful to have gotten my money back.