Fastraxx Hobbies & Raceway

Complaint: [redacted] I am rejecting this response because she lied about her staff when I called not giving me an estimateHer front desk lady told me it would be cheaper if I spayed and I refused and only wanted the teeth extraction no spayThe office didn't include the fact that the total before they took for the bogus charge for the antibiotics because they gave her that knowing I already had medsThey said they were not given that information and they would take it offI understand you need to make a call when doing procedures from time to time, but having a client sign a paper to give them the right to do extra procedures each time and always justify it by saying it was necessary is not okayWhen I asked why I was not charged for sutures or flea meds when my other dog had a dental procedure a few months they assured me I was chargedThe paperwork before a proceure lists extra costs such ad meds, antiboctics, but dont suggest any specific chargesI feel thats how they get you when you have to trust their word that your pet is not only in good hands but they wont lie and cheat you out of your money because barely any infornation is given begore hand until they have done it.When I got home and looked at my invoice from my other dogs dental a few months back and no charges for flea meds or sutures.they had lied and didn't include sutures or flea meds but they stated in the office that it is standard procedure which also wasn't stated on their formSo knowing that a dental procedures was done why are sutures which should maybe be expected not included? Also I never asked for a quote directly from the vet because the lady at the front desk told me $which included the sedation plus teeth extraction and asked me to schedule the appointment and not once asked another member while I was on the phone or told me that this procedure may include extra findingsThey also said that routinely baby teeth which is what my dog had taken out don't require sutures but in her case she did because she has huge tears in her gum from the people that extracted her teeth now requiring suturesI didn't do that during the procedure they did and the courtesy would be with there mistake of tearing her mouth open is suture it without a $feeIn the human world dentist appts like that require stitches abs they are includedNo where on their services button online say how much or what exactly the service includesThe vet also didn't reply to the fact that she offered me my $back since I told her I would no longer be a client and just go away and when I accepted she said I'm not agreeing to that when she asked me to come pick it upThey are not honest and I'm asking then to make it rightThey also didn't reply or comment or admit their earlier mistake of also giving her an injection of meds which I told the front desk before hand that supposedly wasn't relayed to themIt seems I am not the problem but the communication within their office or they wouldn't be trying to lie and cover up the fact I was quoted for $from her front staff lady and over charged for others things they made right because of miscommunicationI am yet again requesting my $for sutures be refunded and also $for flea prevenative be refundedMy groomer said the year my dogs have been groomer not one flea has ever been seen on themIf the vet has a flea problem and needs to keep the fleas down that shouldn't be charged to the client when the client is trusting their dog come back the way it was dropped offThe vet also during our conversation belittled me because I'm not a vet and stressed that it's only $what is the big dealI explained to here its a big deal and I can't afford to pay extra charges especially when it's not anywhere near the quoted amountThey seem to give quotes to get business then every procedure add charges and give excuses why is wad medically needed to justify higher amountsI would like my refund of $for extra charges since apparently to her it's just $bucks she can make it right Regards, [redacted]

In response to the customer complaint I would like to start off by saying am unhappy that someone is unsatisfied with the service provided by my company as always strive to achieve a satisfied client that understands the reasons I do the things that I do and avoid misunderstandings such as this
oneAfter reading the complaint and considering its entire content my feeling is that the client does not understand that medicine is not quite as simple or cut and dry as shopping at a supermarket or ordering a product onlineThere is variance in surgical procedures and not each procedure is identical to the one beforeDecisions in surgery must be made based on a level of experience achieved over time and a certain degree of trust in the person caring for their pet is required for a client to be comfortable with the outcome, be it exactly as they expected or with an explanation for the varianceWrth this being said, I will address each incident in the complaint#I explained to the client at the time of her puppy vaccines for Athena that it is not the number of vaccines given to a puppy, but the Interval between vaccines and the age of the final booster that insures the best protectionIn order to protect Athena fully for parvovin.ss, the last vaccine should be given at months of age, which would not have happened if she did not come back for the last boosterThe owner said she understood and voluntarily returned at the recommended time to have the last booster#Any time I give an owner an estimate for a dental cleaning, I am very certain to discuss with them the possibility that I will find something in the mouth while the dog is under anesthesia that I cannot see with an awake patient This Is the case as well in this incidentThe owner was concerned that the breath of her dog Apollo was bad and upon exam of the mouth and teeth in the awake patient I could not detect an infected toothI am always certain to let the owner know that if any teeth require extraction, there will be additional charges for the time and skill required to extract the tooth, plus any extra materials required to complete the procedureWhen Apollo had his dental, I was able to find a loose tooth with an infected root, extracted it with no trouble, and sutured it closedI then prescribed the necessary medication to insure that Apollo would feel better in no timeAfter the procedure was finished and Apollo was comfortably recovering from anesthesia, I touched base with the owner on the phone, let her know what Was discovered, the treatment completed and that Apollo would be just fine and more comfortable, and his breath should smell much better as well#The client phoned to get an idea of the cost to get her dog Athena's deciduous canine teeth extracted because they didn't fall out when they were supposed to, which can cause overcrowding, tartar accumulation, and trapping of debris between the tight-fitted teethMy staff is highly trained not to give guaranteed estimates over the phone as they are not able to see the patient to allow for possible variations, and they are not the deciding party on the final chargesIn this instance, the receptionist was asked for an estimate and she pointedly stated that there would be fixed charges for the sedation injection and the tooth extractions, but as for any additional charges, it is not for her to sayShe even suggested that Athena come in for the vet to look at to get a more definite estimate, albeit still an estimate in the true sense of the word, because as stated in #2, I am always clear to point out that there can be some variation from one procedure to the nextThere was no further discussion of costs, the procedure was scheduled, and It was completedThe additional charge for the suturing of Athena's gums is the item being disputed this timeHowever, I uphold that it was the medically correct thing to do in the situation and the decision to close the gums to allow them to heal better and prevent bleeding and undue soreness was in the best interest of Athena, the patient in this caseCharges for that variation in the procedure covered the time and skill required to complete it plus the additional materials that were neededIt was charged independently of Apollo's case and holds no connection to the treatment of any unique instanceMy biggest surprise in this complaint is that the owner admits to being repeatedly 'pissed' about pricesThis is the first indication that my company received In our entire relationship that she has been so unhappyHowever, I am unable to find a valid injustice and therefore decline to refund money for the quality care her pets have received and for services that were faithfully completed

Complaint: [redacted]
I am rejecting this response because she lied about her staff when I called not giving me an estimate. Her front desk lady told me it would be cheaper if I spayed and I refused and only wanted the teeth extraction no spay. The office didn't include the fact that the total before they took for the bogus charge for the antibiotics because they gave her that knowing I already had meds. They said they were not given that information and they would take it off. I understand you need to make a call when doing procedures from time to time, but having a client sign a paper to give them the right to do extra procedures each time and always justify it by saying it was necessary is not okay. When I asked why I was not charged for sutures or flea meds when my other dog had a dental procedure a few months they assured me I was charged. The paperwork before a proceure lists extra costs such ad meds, antiboctics, but dont suggest any specific charges. I feel thats how they get you when you have to trust their word that your pet is not only in good hands but they wont lie and cheat you out of your money because barely any infornation is given begore hand until they have done it.When I got home and looked at my invoice from my other dogs dental a few months back and no charges for flea meds or sutures.they had lied and didn't include sutures or flea meds but they stated in the office that it is standard procedure which also wasn't stated on their form. So knowing that a dental procedures was done why are sutures which should maybe be expected not included? Also I never asked for a quote directly from the vet because the lady at the front desk told me $90 which included the sedation plus 2 teeth extraction and asked me to schedule the appointment and not once asked another member while I was on the phone or told me that this procedure may include extra findings. They also said that routinely baby teeth which is what my dog had taken out don't require sutures but in her case she did because she has huge tears in her gum from the people that extracted her teeth now requiring sutures. I didn't do that during the procedure they did and the courtesy would be with there mistake of tearing her mouth open is suture it without a $35 fee. In the human world dentist appts like that require stitches abs they are included. No where on their services button online say how much or what exactly the service includesThe vet also didn't reply to the fact that she offered me my $35 back since I told her I would no longer be a client and just go away and when I accepted she said I'm not agreeing to that when she asked me to come pick it up. They are not honest and I'm asking then to make it right. They also didn't reply or comment or admit their earlier mistake of also giving her an injection of meds which I told the front desk before hand that supposedly wasn't relayed to them. It seems I am not the problem but the communication within their office or they wouldn't be trying to lie and cover up the fact I was quoted for $90 from her front staff lady and over charged for others things they made right because of miscommunication. I am yet again requesting my $35 for sutures be refunded and also $7 for flea prevenative be refunded. My groomer said the year my dogs have been groomer not one flea has ever been seen on them. If the vet has a flea problem and needs to keep the fleas down that shouldn't be charged to the client when the client is trusting their dog come back the way it was dropped off. The vet also during our conversation belittled me because I'm not a vet and stressed that it's only $35 what is the big deal. I explained to here its a big deal and I can't afford to pay extra charges especially when it's not anywhere near the quoted amount. They seem to give quotes to get business then every procedure add charges and give excuses why is wad medically needed to justify higher amounts. I would like my refund of $42 for extra charges since apparently to her it's just $42 bucks she can make it right.
Regards,
[redacted]