Mobil Food Mart

We did in fact administer the rabies vaccine and we did in fact administer the rabies vaccine correctlyWe had administered the vaccine in front of the client in Exam Room The client claims the failed result of the test was a mistakeFailed results, however, do not equate to "mistakes"Failed results are in fact quite common and the solution to them is to administer a booster, which the client did at another veterinarian (hence the successful result the second time around which the client had paid for).Once again:Failed titer test É MistakeIndeed, if it was a mistake, then a solution should be available at no cost to the CustomerThis, however, was not a mistake as the customer claims, but a very common result.We have been conducting these tests for many years and understand very well the standards set forth by the Australian governmentWe understand the client does not want to pay for certain services by declaring them "mistakes", but it is incumbent on all clients to understand and abide by the rules and regulations that are imposed upon us for the purpose of protecting the health of all individuals

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The main takeaway from the reply by Back Bay Veterinary Hospital was that they did not administer the rabies vaccine correctly per Australian standardsI wonder now if they ever gave my cat the vaccine, which I never actually saw being performedI have since taken my cat to another Vet who administered the shotThe blood test results just came back and the rabies vaccine was successful, so we are now able to proceed with the paperwork to ship our cat overseasIt is the responsibility of the vet to understand what the requirements areIf a mistake is made then a solution should be available at no cost to the customerThat would be standard customer service.
Regards,
*** ***

We did in fact administer the rabies vaccine and we did in fact administer the rabies vaccine correctly. We had administered the vaccine in front of the client in Exam Room 3. The client claims the failed result of the test was a mistake. Failed results, however, do not equate to "mistakes". Failed results are in fact quite common and the solution to them is to administer a booster, which the client did at another veterinarian (hence the successful result the second time around which the client had paid for).Once again:Failed titer test É MistakeIndeed, if it was a mistake, then a solution should be available at no cost to the Customer. This, however, was not a mistake as the customer claims, but a very common result.We have been conducting these tests for many years and understand very well the standards set forth by the Australian government. We understand the client does not want to pay for certain services by declaring them "mistakes", but it is incumbent on all clients to understand and abide by the rules and regulations that are imposed upon us for the purpose of protecting the health of all individuals.

The services we offered were in fact completed. As you stated, your cat was given the rabies vaccine and the rabies neutralizing titer test (RNATT), a requirement to enter Australia. The doctor himself administered the test. The titer test, however, had failed (see results of the test attached). In...

fact, it is quite Common for the results of this test to fail-the results of a test are simply out of our hands especially when working around parameters that are legally binding. The rabies titer level was simply not at the appropriate level to travel to Australia.With tests like these, we take great care in following instructions and providing each client everything they need. When a test fails, as inconvenient as it is, the only thing we can do is to administer a rabies booster and re-take the test.Moreover, we had not charged for two exams when visiting our facility. Our profit on these sorts of tests are quite minimal especially since the cost for us to run them is quite expensive. We do our best not to pass that on to our clients.Once again, we wish we could, but we cannot help if a test fails; we must comply with the results.Thank you.Sincerely,Back Bay Veterinary Hospital