Downtown Animal Hospital

Poor customer service and no respect for customers.I have used this vet for almost 2 years, with several animals. I contacted the office today because they had charged my Care Credit card recently, when I hadn't been there in quite awhile. The lady I spoke with, [redacted], has been rude to me several times prior, in regards to service and billing issues, and she was again rude today. I inquired why I had been charged recently when I hadn't been in, which I respectfully accepted that she would have to research what happened and return my call. When she called back she informed me that it was from November of last year. I asked why it had taken so long for it to be ran, because it seems suspicious, it being six months later. She advised that "it takes that long for it to be processed", which I know is incorrect because I have used the card there several times and it has never taken that long to be charged before. At that point she began telling me that I was wrong and implied there wasn't much I could do about it. Her attitude was very poor. I asked if the doctor herself could contact me, because I was finished with her being rude to me as she always had been. I have even been told by other employees there that several people have made complaints to the doctor on her attitude and how she treats customers. Upon asking to speak to the doctor I also requested that every record be emailed to me and that I would no longer be using their services because of her and her attitude. She then continued to have an attitude, and proceeded to tell me that it wasn't her fault or the service, but it was myself. That was the final straw for me, because it was uncalled for and I had a genuine reason for calling. This was not the first run in I have had with[redacted], she has always been rude. When I've been in the office, she talks on the phone or to other people instead of paying attention to the customer, and her overall attitude is poor. The doctor did not contact me back at my request, but I did receive the records in my email, which she had sent due to her signing the email. I don't believe she asked the doctor to return my call, or the doctor does not care, either option is unacceptable.Desired SettlementI would like for the doctor to contact me as requested, and I would like for the charge to also be refunded, seeing as it took six months for the office to run the card, and for the headache following. I would like the doctor to explain to me how they can continually have an employee that acts that way to their customer's without any repercussions, and never offer even an apology.Business Response Contact Name and Title: [redacted] - Hosp. AdmContact Phone: XXXXXXXXXXContact Email: [redacted]@dahmemphis.comThis unfortunate incident was the result of an internal miscommunication regarding a charge on the client's account. The charge to care credit would not have been made by the office manager if it had been communicated that it was for an old charge. When the nature of the charge was communicated properly the client was immediately refunded. Dr. [redacted] and I have both communicated directly to the client regarding this claim and have apologized for both the occurrence of the care credit charge and the behavior of any of our staff that was offensive. We also communicated to the staff that any concerns expressed by a client no matter what it is for should immediately brought to the attention of the hospital administrator and Dr. [redacted] so it can be discussed and resolved in a professional manner. We believe the actions we have taken regarding this complaint satisfies the client's desired resolution. We have communicated to the client to contact Dr. [redacted] and or myself directly if she has any further concern regarding this complaint.