Queens Animal Health + Emergency

I went in for a Groupon deal and Dr.Lu claimed he did not see it written in the chart. He proceeded to recommend things at the same exact time as doing them, extra vaccines and bloodwork. At the end my bill came out to over $300 including the stuff they handed me in a bag at the end of the visit with no explanation on how to use them, why they were being given, or a price. Some of the things in the bag were marked up 4 times that of other places (I researched right there at the desk and the receptionist started stuttering). They even charged me an extra $8 for the Groupon I already bought saying it was more than Groupon charged?

Review: So me and my wife ([redacted]) adopted 2 kittens and was in desperate need of health care for the kittens. We found a great deal on Groupon for this animal hospital for $59 each cat which is awesome and affordable. When we filled out the paperwork, we clearly stated on the paper that we was referred to them by Groupon. He pretended to have no recollection of seeing it on our sheet. The Group on provides each kitten with 1 exam, 1 Rabies shot, and 1 FVRCP shot, which is all that should've got done to each one of my cat. He indicates that he will also test the cats for [redacted], he never stated that each test cost $75 dollars. The proper way to communicate with your customers would be to inform them of the cost before doing any testing cause to some it may affordable and to others it may not. When I got to the cashier she pulls up a bill for 150.00, not knowing that we just got duped for 2 test that rent required and could've been avoided if he simply had said to us. "Hey I think is a great idea if you test both kittens for [redacted], each test is $75 dollars" That is the correct way of communicating with your customers. Our total visit came out to $120 from groupon and an additional $150, making it a total of $270, when in reality all that should have been paid was the $120 to groupon. Thank youDesired Settlement: I would like to receive a refund for both test, like if I had no cash that day. That way from now on moving forward they will make sure to communicate each cost to every customer and not just blind them till they reach the cash register to find out they owe more than what they expected because the doctor couldnt communicate. I believe is a scam they run to get people cause it clearly stated on the sheet we filled out that we was referred to them from groupon. Thank you.

Business

Response:

To whom it may concern,

This letter is in reference to the complaint number listed above. In our defense, we Do have several GROUPON deals available. They are very clear in regards to what is included in the deal.

Choose between two options:

$59 for a vaccination package for one dog or cat (up to a $120 value)

General exam and reports of findings (up to a $60 value)

Rabies vaccine or rabies Purevnx vaccine (up to $30)

Distemper and Pervovirus combination vaccine or FVRCP vaccine (up to a $30 value)

$75 for a vaccination package for one dog or cat with an ear cleaning (up to $20 value) and nail trim (up to $18 value; up to a $158 total value)

These are the two GROUPON deals currently running. [redacted] was the doctor in on September **, 2013 and he ALWAYS makes recommendations for the pets during the examinations. Any cat that comes into this practice SHOULD be tested for Feline LEukemia and Feline AIDS... ESPECIALLY if the owners have an idea where the cat came from. Its good practice to inform and educate the client of any disease or Illnesses their pet(s) may have so they, good owners can make good decisions for their pets's health.

[redacted] always asks clients permission to perform services because clients in this area aren't complaint about doing the right thing for their pets. He always informs them of price as well because (unfortunately) we have a lot of clients that DON'T pay their bills.

We believe that out GROUPON deal is clear and that the client was informed of the fees. [redacted] understands that owning a pet can be expensive and when you own two, fees double [redacted] is willing to give this client a a $75.00 CREDIT toward any services their pets may need going forward. Their pets are not sprayed or neutered and this credit can be applied toward those services.

We hope this rectifies this situation for them.

Thank you in advance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I would like to thank you for your help and yes I am satisfied with the outcome. Have a great day.

Sincerely,