Larchmont Animal Hospital

Although I find it regrettable that any client would have a bad experience at Larchmont Animal Hospital, the circumstances regarding “***” are far different than portrayed by the ***’s. Our client services representative did accidentally charge the client for
a second office visit. When she was alerted to the situation, she attempted to rectify the situation by refunding the additional that was charged. *** *** insisted that she refund the entire amount of the bill $272.50. During this time he became verbally abusive and denigrated my employee in front of his child. The episode was also witnessed by our veterinarian who told me that he was aghast at how our personnel were being treated by the client. *** *** then stated that he would not be able to pay the bill. At this time our representative informed him that he was obligated to pay or it would be considered theft of services. We were then contacted on December **, by *** ***. She claimed that the veterinarian had miswrote the prescription and she was unable to pick it up from the pharmacy. As it was New Year’s Eve there was no doctor working. She was told that we would be happy to help her as soon as we had a doctor in the office. On Friday, we then spoke to her again regarding the prescription and found that she had been trying to fill it at the wrong pharmacy. The prescription was written correctly. We attempted to service the ***’s every request. We were responsive and prompt in our communications. Through all their incivility, we remained consummately professional

Review: My husband took my dog for a check-up on his cronic eye condition, since he is out of the ointment on Monday 12/**/14. The Doc switched it to a new ointment. The clerk overcharged him an extra $75, and when he corrected her, she was so nasty and defensive stating "not to worry, he will be refunded" ect..it was resolved finally. Then when I called around to find the new med, ( not very popular) I used to get his prior med from Pet Meds, I was told by a Westmore Pharmacist that the prescription was lacking info she needed, if the Doc can re-write the script, so she knows if its oil based ect... They are located in **. I call the Vet back in Larchmont that day, noone can help me. I called again twice today, because the first time I was hung up on, and the second girl ( a different girl ) told me they are busy but will get back to me. She stated she saw my hubby last week and he had an attitude about the transaction, ( she threatened to have him arrested in from of our 6 yr old son) becuase he wanted the money she over charged to be refunded right away ect. The offic is so unproffesional, and I am worried my dog will run out of the little bit of eye ointment he has now. He will eventually go blind, and he needs this right away as his eye is always infected with [redacted]. The 2nd lady at the office told me I can go somewhere else if I didn't like it there.Desired Settlement: I want the Doctor to call in the Med that he didn't provide enough info on the script to the Company and order it, then I will pay for it. The clerk at his office said I would have to mail it physically to New Jersey, which makes no sense to a paying Customer. Noone was professional or confident in what they were doing there. It was a horrible experience, I wouldn't wish on anyone. shocking as this comes from an animal vet place.

Business

Response:

Although I find it regrettable that any client would have a bad experience at Larchmont Animal Hospital, the circumstances regarding “[redacted]” are far different than portrayed by the [redacted]’s. Our client services representative did accidentally charge the client for a second office visit. When she was alerted to the situation, she attempted to rectify the situation by refunding the additional 75.50 that was charged. [redacted] insisted that she refund the entire amount of the bill $272.50. During this time he became verbally abusive and denigrated my employee in front of his child. The episode was also witnessed by our veterinarian who told me that he was aghast at how our personnel were being treated by the client. [redacted] then stated that he would not be able to pay the bill. At this time our representative informed him that he was obligated to pay or it would be considered theft of services. We were then contacted on December **, 2014 by [redacted]. She claimed that the veterinarian had miswrote the prescription and she was unable to pick it up from the pharmacy. As it was New Year’s Eve there was no doctor working. She was told that we would be happy to help her as soon as we had a doctor in the office. On Friday, we then spoke to her again regarding the prescription and found that she had been trying to fill it at the wrong pharmacy. The prescription was written correctly. We attempted to service the [redacted]’s every request. We were responsive and prompt in our communications. Through all their incivility, we remained consummately professional.