Penny Paws Animal Clinic

On 09/23/24 I received a call to pay a $65 deposit to Penny Paws around 8:30am for my pet's 10:00am appointment. I paid the deposit and had every intention to arrive on time. Appointment time is from 10:00am - 10:30am on the books/online scheduling service. I got a call around 10:12 asking how close I was because I was in jeopardy of getting a cancellation if I was 15 minutes late. I replied to the receptionist that I was a few minutes away and that it was raining outside so it was taking more time than usual for me. I also apologized. I pulled in the parking lot at 10:13 and made it into the building for 10:14. The receptionist said she will see if the Vet will still see my pet. I told her I had just got the call to arrive before 10:15 and here I am. She replied "she has been waiting on you." Granted the parking lot was empty and no one was in the waiting room! She went to the back and came back with a penalty of $15. Not once did anyone say that over the phone, only reference was made to cancellation for being late. I got to the back and voiced my concerns. I was met with indifference and the Veterinarian said that she was running into another appointment. It was approx 10:22 and she was headed out for the Vet tech to return. She was done with me before 10:30 and still collected $15. Not only that, I was called back into the Clinic because I was given the wrong prescription for my pet. They caught the error. I said out loud that for the time I had to come back in and wait for the correct prescription that they owe me money. Let me add that the time before this appointment I waited in the lobby for approx. 20 minutes pass my appointment time. I was not awarded any money. I want a refund and I want a manager to reach out about inaccurate prescription for the second time. GET IT TOGETHER OVER THERE.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute.Penny Paw’s Vet Clinic responded that on February 22nd, I had taken my pet in for a life threatening situation in which I was not aware of before services. I believe this statement to be incorrect. I took my pet in with the knowledge and understanding that she had some kind of bacterial infection based on the discharge they had taken from my pet that day. I never assumed my pet was in any kind of danger because she was eating, sleeping, drinking and normal. If I can remember, they may have taken some blood work as well but I’m not sure they were able to get any other result from that at the moment. They never did any other types of test to determine the seriousness of my pet’s illness to determine that an emergency surgery is needed to be done within the next hours. My pet also had a large almost baseball size cist on one of her breast and without taking any samples from that the Vet told me that it needed to be removed weeks after the surgery because it was cancerous. This cist only reoccurs when she is pregnant and goes away after pregnancy. I’ve been told by other vets that it’s a hormonal issue. I suggested to the Vet if an x-ray or ultrasound can be done to see if the pups are ok. She stated that was not necessary because that wouldn’t be able to determine if the pups were dead or alive. She said the only way to tell is to have the surgery and save any survived pups. Which didn’t even sound right at the time but I took her word and experience for it. She was actually very kind so I didn’t think she would be misleading me with anything. She explained she will be prescribing my pet some antibiotics that would hopefully treat the infection for now until surgery is scheduled. She proceeded to explain details and preparation for the surgery. I explained to her that my other female had to have an emergency surgery done a couple of years ago and I was able to tell immediately that it was serious because she had stopped eating and showed all kinds of signs of illness. So I understood the difference and had enough knowledge based on my own experiences with my other dogs. I tried talking her out of the idea of a surgery thinking that maybe she would reconsider her decision. But staying open minded and trusting her experience and knowledge as a Vet I accepted her decision. She stated she will have the Vet tech return with the prescription and surgery estimate. She left and the vet tech returned with the prescription and estimate of $1100. She proceeded to set me up with an appointment but I explained to her that I would like to speak with my fiancé first because I didn’t see this coming. I also explained that because I had my pet’s C-section birthing plan scheduled to be done at another vet, that I would like the opportunity to at least discuss this with them before I make a final decision on agreeing for the surgery. She stated that I had hours so to just call back anytime to schedule the appointment. I paid for my services that day and left. Immediately after leaving I contacted my pet’s Vet clinic that was scheduled to do her C-section the following week. My pet had more days before she was actually due. Speaking with her vet I explained everything that was done with my services at Penny Paws. My pet’s vet said she didn’t believe it was that extreme to have a surgery done being that pets with that sort of discharge doesn’t always necessarily mean the pups are dead. She couldn’t believe they would be able to make that kind of assumption without any further test work. She explained that there’s a very slim chance any of the pups will survive if a surgery was to be done within the next hours and urged that I wait until my pet is due, or is in natural labor. She explained that I needed to stick to giving my pet her prescription as prescribed and to keep a close eye on her and go from there. She continued to call me for the next days after that to check on the status of my pet. Although everyone I dealt with at Penny Paws that day was very kind I never heard back from Penny Paws about scheduling my surgery or how my pet was doing. days later my pet went into labor and had puppies but only survived. I returned to Penny Paws weeks later with my healthy puppy. Penny Paws is conveniently minutes from my home so I enjoy that. I’ve taken all of my other pets there for vaccinations and have never had issues with them vaccinating them in front of me. Of course I never felt the need to not trust them if they needed to take my pets to the back for whatever reason anyway. On this day when I returned, I initially called to see if an appointment was required for my puppy’s initial shots or can I just walk in. The nice lady suggested that a walk in would be just fine. When I got there I had to sign in before they could see me. Waited in the waiting area. Then they asked me to move into one of the exam rooms because I was the next in line and the waiting area was filling up. Moments later a younger man who I believe was one of the Vet tech came in and asked for the puppy. I explained to him that I would like for services to be done in my presence and that I wasn’t comfortable with the idea of them taking her to the back because of my last experience with them. He was very kind and stated he will go and speak with the main Vet and see what other options is available. A few minutes later, an older lady came in which I then learned was the main Vet for that day. Didn’t get her name since she never acknowledged my presence or introduced herself to me as whatever position she was suppose to be. Immediately after she opened the door, she didn’t seem to look very happy and firmly requested that I let her take my puppy to the back so that they can administer all the required duties/shots is needed for this services. I explained to her about my previous experience with the puppy’s mom, the details and the result of the whole experience. I told her this puppy wouldn’t have existed this day if I had decided to proceed with the surgery they had suggested I do that day. Completely stone cold faced and disconnected she ignored my story and proceeded to ask if I would like for my pup to be serviced. And that if I did, then protocol is that they take the pets to the back and do the following duties required by the state law in order to administer the shots and provide me with the services I came for. I was a bit shocked that she totally ignored me. But I proceeded to explain myself again. And once again I got the same response. Then I asked her if she had heard anything I just explained. And she continued to ignore that question and asked if I am there for services. Then I told her that I don’t have a problem with her servicing my pet but she must do it in my presence. I mentioned I have no problem going to the back with her but I’m not letting her service or touch my pup without my presence. At that point she proceeded to explain that she had over plus years of experiences as a Veterinarian and reminded me that she does this for a living. I explained to her that I have never seen her resume, degree, licenses or whatever it is required therefore I have a problem trusting her even more now that she is refusing to allow me to be present just for some shots. She stated the state laws have requirements and would never allow anyone with no degree to be handling these types of situations. I responded that I also have rights, and it’s also my rights that I’m allowed to have the option to be present or not when it comes to servicing my pets. I explained that I’ve been there before with dogs and was able to watch them vaccinate all of them in front of me. She continued to explain the same thing over and over as I’m explaining my story over and over only looking for her to show some type of sympathy or acknowledgment. Maybe even an apology. But she didn’t show any type of remorse or emotions towards what I had to go through because of this clinic. I was extremely disturbed with her actions. I believe as a Vet one of the main things you’re taught is to be kind and sympathetic towards your clients. If she had plus experience as she claimed then this should be second nature to her position. In this case she was totally disconnected. She continued to ask if I would like my pup to be serviced and that if I had a problem that I needed to either call or come back when the manager was there because the manager was already gone for the day. So I responded that I will not be needing services for my pup and that I will give them a bad review for how rude she was. She then proceeded to agree with me that I do what I needed to do. And I left the room and exited the building. My main problem with this protocol is that because of my last experience with this pup and almost losing her to Penny Paw’s poor decision making, I didn’t feel comfortable with them taking her to the back without my presence. The Vet being so disconnected and not sympathizing with my situation raised more of a red flag for me. Now I have no idea what they could be doing to my pets in the past when they take them to the back without my presence. The Vet states in this report that I was refusing services and was expecting for a free vaccination service. This isn’t true at all. Not once did I neither mention free services nor was expecting for “Free” services. I have never had a problem paying for services once it’s been done. Whether it is done properly or not, therefore that was extremely insulting for her to assume that and even put it in this report. I have never had a problem nor questioned paying for any amount due at the time of service with any Vet Clinic ever. Penny Paws has access to my payment history from all the times I’ve gone there and can see that I’ve spent hundreds of dollars per visit before. Even one I believe to be almost $400. Therefore money was NOT the issue here.On this day, my pup was not even touched by anyone at Penny Paws. It was a brief conversation about services for my pup. Therefore no payment should be required. All I did was moved from the waiting room to the exam room because the waiting room was filling up with other clients and their dogs. I happen to just be next in line, as well as have a little puppy that hasn’t had any shots yet and can easily catch any kind thing from the other dogs. Even from the exam room the pup remained in my care, on my lap and then to the floor where she sat by me. Refusing to allow me to see my pet just for some shots has made me extremely uneasy, uncomfortable and unhappy about what they’re really doing with our pets in the back.Not only has my pet and I have suffered from almost losing her pup, I've suffered from the dealings of this experience and had to walk away that day with no shots administered to my pup. I was traumatically upset that day after leaving with the news that no puppies survived and that an emergency surgery is needed to be done to my pet which I still had planned on breeding once again. It has been an emotional roller coaster just dealing with this situation and to receive the type of disconnected response from them when I returned is extremely disappointing and discouraging knowing I've trusted them in servicing me in the past
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12574268, and find that this resolution is satisfactory to meThank you for updating the prices on the websiteI will remove my negative yelp reviewPlease call ***-***-*** or ***-***-*** or email ***[email protected] to set the time for vaccinesThank you
Regards,
*** ***

To Whom It May Concern:On 12/22/17, Mr *** *** brought his year old female/spayed dog to Penny Paws Animal ClinicMr***l stated that his dog was there for a Physical exam, Rabies vaccine, Heartworm test and Heartworm preventionMr ***! was given an estimate totaling $97, as he
declined all heartworm prevention options that were presented.Mr ***! stated that he had looked up the vaccine clinic pricing on the website and that it was different compared to what he had been quoted in his estimateThe technician assisting Mr ***l explained that the vaccine clinic pricing referred to the Saturday mobile vaccination clinics, which are held each Saturday in various regions of TexasMr ***l then called his wife to discuss the estimate.Mr ***l agreed to the estimate which was fully explained and is attached for referenceServices were rendered as agreedMr ***l then commented again about the website pricing and requested to speak with a managert, Kat Basye, am the Practice Manager of Penny Paws Animal Clinic and I entered the exam room and listened to Mr ***l's concernsI explained fully that the vaccine clinic offered discounted pricing on Saturdays but as a goodwill gesture, was willing to honor the price that he saw onlineAt the time that the client was at the clinic, the cost of a Rabies vaccine inside the Animal Clinic was $vs$at the vaccine clinicThe cost of a heartworm test inside the Animal Clinic was $vs$at the vaccine clinicMr ***l was given a discount of $as a goodwill gesture. Mr ***' agreed to the discount and I let him know that I would ensure that our Marketing team was aware of the confusion.Since Mr ***l's visit, the website *** at www.*** has been amended and the title now reads "Saturday Vaccination Clinic Pricing". We value our relationship with Mr ***l and would like to offer the Bordetella and Distemper/Parvo /Lepto vaccines for his dog at no cost to him, with the understanding that this will bring complete resolution to his complaint, including removal of any negative reviews/complaints published on social media.Sincerely,*** ***Practice Manager