Elm Point Animal Hospital

Complaint: [redacted] I am rejecting this response because: Since I wasn't under the impression that this was a service they charged forI don't feel I should have to pay for thisIf the person was in the room when the conversation took place, Someone should have spoke upI asked to talk to someone of higher authority which the man refused and said there was not anyone elseI asked for a call back from the vet to discuss with him and that never happenedThe point is, the company charged for an service they never made me aware of that I would have to pay for I feel that what the company is trying to offer as a goodwill gesture is rediciliousThe company charged without giving me a notice when I questioned it immediately they then refused to do anythingThe only way to resolve this I believe is to refund my $feeIf the business claims to offer great service and strive for this, they should understand that if a client is not aware of something and never notified them, they should refund it and explain that will be the case going forwardAll I continue to hear is excuses and claimsThey state I shouldn't have got a coupon that I receivedHowever, how was I supposed to know if the associate took it and never said anything? You can't expect a client to know they can't use a coupon if you don't tell themYou can't expect a client to know about a service fee if you have never charged me for it and don't notify me prior to the serviceThat could include verbally telling me before the service or having posted in writing Again in my expectation and what I believe to be fair given the situation is to refund my $I believe firmly the business was wrong in this situation and refuses to take responsiblity to fix the issue and refund the $I should be owed Sincerely, [redacted] ***

Complaint: [redacted]
I am rejecting this response because:
Since I wasn't under the impression that this was a service they charged for. I don't feel I should have to pay for this. If the person was in the room when the conversation took place, Someone should have spoke up. I asked to talk to someone of higher authority which the man refused and said there was not anyone else. I asked for a call back from the vet to discuss with him and that never happened. The point is, the company charged for an service they never made me aware of that I would have to pay for  I feel that what the company is trying to offer as a goodwill gesture is redicilious. The company charged without giving me a notice  when I questioned it immediately they then refused to do anything. The only way to resolve this I believe is to refund my $15.00 fee. If the business claims to offer great service and strive for this, they should understand that if a client is not aware of something and never notified them, they should refund it and explain that will be the case going forward. All I continue to hear is excuses and claims. They state I shouldn't have got a coupon  that I received. However, how was I supposed to know if the associate took it and never said anything? You can't expect a client to know they can't use a coupon if you don't tell them. You can't expect a client to know about a service fee if you have never charged me for it and don't notify me prior to the service. That could include verbally telling me before the service or having posted in writing    Again in my expectation and what I believe to be fair given the situation is to refund my $15. I believe firmly the business was wrong in this situation  and refuses to take responsiblity to fix the issue and refund the $15 I should be owed.
Sincerely,
[redacted]

Revdex.com 211 N Broadway, Suite 2060 St. Louis, MO 63102   Oct 12, 2016   To Whom It May Concern:   Regarding Complaint # [redacted]   I am aware of this situation. Let me address the customer’s issues point by point. We opened our doors in 2008 and have always had a...

charge for nail trims. The price has varied during that time. The only time we routinely provide complimentary nail trim is when a pet is under anesthesia.  In the past 3 years, we have seen the client 3 times with another pet and most recently in October with this new pet.  It appears we did provide a complimentary nail trim on the other pet on 07/25/13, when the pet was newly adopted and the medical record indicates some possible beginning behavior issues. I do not know why the doctor elected not to charge for that nail trim. It may have been because there is no note of the client requesting it. It may have been for the safety of the staff and the owner. The record doesn’t state his reasoning. I see no other notations of nail trims, complimentary or otherwise, in the medical records. However, our policy is to charge for nail trims, has always been to charge for nail trims and as such, we would never have seen any reason to post a sign saying “You will be charged for services requested.” As far as the coupons, our print coupons clearly state that they are for new clients only. As we have seen this client on a sporadic basis since 2010, they do not qualify as a new client. I did discover that they used an on line coupon, and that version did not say for new clients only. My reception staff allowed the client to use that coupon, which was appropriate under the circumstances. At the time of the telephone call, we were aware that a new client coupon had been used, but not the source of the coupon. This was the reason for the comment that he had used a coupon to which he was technically not eligible. I did not talk to the client on the phone, but I was in the room during the conversation. My co-worker was not rude or unprofessional, in my opinion, but he was firm about explaining our policy and the reason we were declining the demand for a refund. The client had requested the service be done. We believe a person would reasonably expect to pay for services they request. We are proud of the level of care we provide to our clients and their pets. Our doctors go above and beyond for the patients on a continual basis. Our hospital is staffed around the clock so no hospitalized pet is ever left alone in the hospital. We provide high quality service, but that service does come at a cost. I am sorry that the client feels we were being unfair to expect him to pay for a service he requested just because once the doctor didn’t charge him for a service he hadn’t requested, per the medical records. Just because the doctor decided to give a gift that day does not demand a gift on later days. We are willing to provide the client with 2 coupons for 50% off future nail trims as a gesture of goodwill. Sincerely, [redacted] Business Manager Elm Point Animal Hospital [redacted] St Charles, MO 63301 [redacted]