Kanyon's Golden Veterinary Care

Review: I visited this veterinary clinic on Wednesday, 7/23/2014, with my cat for a possible urinary tract infection. They were unable to get a urine sample at the time so they sent me home with several homeopathic prescriptions to use until I got a urine sample. I was told that they would give her antibiotics if the urine sample showed an infection. They charged me for the urine test ($42) so that when the sample was collected it would only need to be dropped off. On Friday, 7/25/2014, the cat was doing much better. I had also decided that I wasn't happy with the facility and if any other problems arise, I would seek treatment elsewhere. I called the clinic on this day to cancel all other appointments and to request a refund for the urine sample, as the test was not going to be completed. I was told that they would credit my account with them but that they would not give me my money back. I informed them that I was not going to continue to use their services anymore and the veterinarian told me that they were going to credit my account anyway and said that if I wanted to be out the money and not use their services than that was my option. They basically charged me for a service that was never provided and are forcing me to continue to use their service if I want to be able to use my own money. After I started complaining about this on the phone, the veterinarian hung up on me.Desired Settlement: I simply want my $42 dollars returned to me, preferably in the form of a check.

Business

Response:

August 18, 2014To Whom It May Concern:I would like to take a minute to provide a response to the above mentioned complaint. The complaint identifies a personal unhappiness in response to several well documented policies of Kanyon's Golden Veterinary Care. Our policy in regards to relurris states that cash back will not be issued for returns, but rather the client will have a credit on their account for the amount specified. This is a long standing policy with our company and in order to use these credits, we offer a wide selection of over-the-counter shampoos, flea and tick medications, leashes, toys and treats that a client may choose from as well as veterinary services such as appointments, diagnostic testing and nail trims. The client was made aware of these products and services, but declined to use the credit. In this instance, the aforementioned client was notified twice, both in the examination room and again at the checkout desk that any returns would not be for cash, but rather for a credit on her account. The client agreed and told us that she would be back with the urinary test sample that she paid for in advance. This entire situation could have been avoided had the said client followed medical advice with regards to withholding a litterbox so that the medical professionals could obtain a sample upon her arrival. As it was, there was no urine available to collect due to a recent voiding by said patient.We regret that this client was unhappy with our policies, but stand by those policies and do everything in our power to provide the best possible medical care. This includes NOT prescribing medications without first obtaining the proper diagnostic sample and identifying medical need. While we appreciate that clients can be the best voices and/or champions of their pets' needs, we still need to follow proper medical procedures. The above client's complaint, we believe, has more to do with her inability to follow medical advice and procedure than with the actual return/credit to her account. Sincerely,Kristine C DVM/Owner