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Spay Neuter Clinic, Inc.

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Reviews Spay Neuter Clinic, Inc.

Spay Neuter Clinic, Inc. Reviews (19)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Thank you for taking the time to investigate it. I appreciate it if the prescription for heartworm medication is mailed to my residence:  [redacted]. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

My name is [redacted] and I am the veterinarian involved in this case. I have reviewed the case, medical record, and Revdex.com complaint.I can completely empathize with a client feeling as though he/she was "duped" or "scammed" as [redacted] has reported in this case. This is the last thing Spay...

Neuter Clinic wants a client to feel after a visit to our clinic. I speak for Spay Neuter Clinic as a whole when I personally and truly appologize for any miscommunication that left [redacted] feeling this way.In an effort to avoid any possible miscommunication and to avoid this feeling we have a system in place in which we obtain the client's initials on the medical record immediately next to any prices written down for services to be rendered that day as well as any medications given that day or medications that will be sent home. The attached medical record (page 3 in the emailed document) has a Blank labeled "Ear Mite Treatment" in which $22 was written. This is initialed by [redacted], as were the prices for the cat neuter ($28) and the pain medication injection given for the surgical procedure ($15). When I personally (or my technicians) disuss with clients the possibility of ear mites in a pet and recommended protocol for how to proceed, I offer for us to either option 1. ($10) ONLY clean the ears with an ear cleaner while the pet is under anesthesia, or option 2. ($22) clean the ears as mentioned, also apply ear drops for ear mites, and send home the ear drop medication for the pet's owner to continue for three weeks at home. These options are explained to the client in the exam room and once an agreement is reached the client initials the final price. In this case option 2 ($22) was initialed and this was the protocol that was followed. Upon discharge of the pet,  [redacted] was given the ear drop medication and explained how to administer-- this is not part of option 1-- and this is done before payment is accepted.I want to once again sincerely appologize for any miscommunication and [redacted]'s feelings of being "duped" or "scammed". This is what we strive to avoid on a daily basis, and I will personally guide my team to strive for utmost communication between us and clients in the future.Thank you,[redacted]

I apologize for the problem you had and the apparent poor service you received at the clinic in [redacted]. It is not our policy to keep you from getting a prescription. Company policy is to provide a prescription for anyone requesting it if their pet has been tested an eligible for the...

medicine.  Because of time involved and increasing regulations we do charge a fee for this service. Normally it is $7 for a written prescription, but because of your difficulty, I will be glad to wave this fee. You can pick the prescription up from the clinic, or, if you prefer, I will have the staff mail it. I spoke with the staff and found they had been instructed by a previous veterinarian to inform Of the drug manufacture policy not to guarantee the drug if it is filled through a non-veterinary source. While this may be true, I know of no documented problems with the drug from any Pharmacy and I don't believe you should have to listen to a lecture from our staff that seems more of a ploy to sell medication. It is not the policy of Spay Neuter Clinic, Inc. and it will no longer be done at the [redacted] location.I know Most online veterinary pharmacies prefer to use their form or call for approval because this makes them more efficient and keeps their cost down so they can sell the medicine cheap. Unfortunately, This makes more work for us and drives our prices up if we were  to go pull records and have to use 10 different forms from 10 different pharmacies. Instead, we make the prescription available using the standard format regulated by the pharmacy board, not the online companies. I have heard from some clients that the pharmacies imply we are not cooperating because of this, but in fact it only means we are not doing their work for them.Again, I apologize for the poor service you received. You may reach me directly at [email protected] or in my office at ###-###-####. [redacted], President, Spay Neuter Clinic, Inc.

[redacted] feels it is not fair to charge for a surgery that was not performed. We performed an exploratory to confirm there was no uterus. She believes there was too much time spent doing this. I agree it took too long, but that is why it cost more. Wishing surgery took less time does not make it so. Our doctors take all of the time needed to be sure they do a thorough job and put the pets health first. [redacted] did not want to be charged for a surgery that was not done, but the reason we charged her for spay is because it was cheaper than the exploratory surgery that was done. If she does not consider this resolved, we will be glad to bill her for the more expensive surgery.

Believing there should be an easier way to tell if a dog is spayed does not make it so. She even confirmed this with another veterinarian before bringing the animal to us.

My name is [redacted] and I am the veterinarian involved in this case. I have reviewed the case, medical record, and Revdex.com complaint.I can completely empathize with a client feeling as though he/she was "duped" or "scammed" as [redacted] has reported in this case. This is the last thing...

Spay Neuter Clinic wants a client to feel after a visit to our clinic. I speak for Spay Neuter Clinic as a whole when I personally and truly appologize for any miscommunication that left [redacted] feeling this way.In an effort to avoid any possible miscommunication and to avoid this feeling we have a system in place in which we obtain the client's initials on the medical record immediately next to any prices written down for services to be rendered that day as well as any medications given that day or medications that will be sent home. The attached medical record (page 3 in the emailed document) has a Blank labeled "Ear Mite Treatment" in which $22 was written. This is initialed by [redacted], as were the prices for the cat neuter ($28) and the pain medication injection given for the surgical procedure ($15). When I personally (or my technicians) disuss with clients the possibility of ear mites in a pet and recommended protocol for how to proceed, I offer for us to either option 1. ($10) ONLY clean the ears with an ear cleaner while the pet is under anesthesia, or option 2. ($22) clean the ears as mentioned, also apply ear drops for ear mites, and send home the ear drop medication for the pet's owner to continue for three weeks at home. These options are explained to the client in the exam room and once an agreement is reached the client initials the final price. In this case option 2 ($22) was initialed and this was the protocol that was followed. Upon discharge of the pet,  [redacted] was given the ear drop medication and explained how to administer-- this is not part of option 1-- and this is done before payment is accepted.I want to once again sincerely appologize for any miscommunication and [redacted]'s feelings of being "duped" or "scammed". This is what we strive to avoid on a daily basis, and I will personally guide my team to strive for utmost communication between us and clients in the future.Thank you,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I still believe there should be an easier way to know if a dog is spayed or not. You still did not perform a whole hysterectomy, and I feel you spent to much time while the dog was put under, to look for a uterus.  You as a doctor of animals should have known. I still don't agree with your explanation, it is not fair to charge for a  surgery that is not performed.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 When I initially took in my German shepherd and our cat, my wife and I had just received the cat from a cousin of mine. We were not aware if the cat had any of its shots yet, so when we took the cat in to be spayed, and to have shots given to my dog, we were given the prices of what it would cost to get everything done. I informed them that I did not know if the cat had her shots yet or not, so I told them to hold off on doing them and they informed me to call back once I received word on the details of the cats prior history to go ahead and add the shots. While I was there in the facility I attempted to contact my cousin, however in not getting a hold of them, I was told that I could call the facility back before a certain time to go ahead and add the shots, if we needed too. Other than the price I was given, I was given no other information about the process with the cat, and what I would end up doing as I did not make the decision to add the shots while I was in the facility. They agreed to allow me to call back if in fact the cat needed them, which is what I ended up doing within a few hours of leaving the spay and neuter facility. [redacted] took my call and informed me that he would go ahead and add the shots to what I had already put in place earlier in the morning. No other information was given to me over the phone.

When I came in to pick up my pets later that day, I paid the fee and was informed by [redacted] that the cost that I paid covered all of the shots, spay, and the shots for the dog. Neither the receptionist ([redacted]), nor anyone else at this location ever provided me information that I would have to bring in my cat several weeks later to get follow up shots. This was not given to me in person, or over the phone so when I received a card in the mail weeks later informing us that we needed to bring the cat in again for more shots, we were confused. We had just spent almost $150 so when our notice indicated to us that we would have to go back in again and pay close to $30 for shots especially when we were not informed upset us…and rightfully so. We were not prepared to pay more than what we even thought we would pay because of the lack of information.

So when I had called to figure out why we were not informed that there were be a follow up appointment to get more shots, Dr. [redacted] informed me over the phone that I was probably one of the very few that happens to slip through the cracks, because most everyone that comes in is given that information in person. I happened to make that choice over the phone, so that information was never given to us either in person or over the phone. Dr [redacted] also lectured me on the fact that like humans, pets also receive several booster shots in stages. She was talking to me as if I had kids (which I don’t), and in a way this made me feel like I was unintelligent because I was supposed to automatically know that the cat was going to need several shots in different stages as if I was supposed to remember that I received multiple shots as a baby. I can’t remember that, nor am I around babies when they get their shots.

Aside from that conversation, Dr [redacted] informed me that it did not happen very often, and because I was not in person to receive all of the accurate information, she offered to give the cat the additional shots it needed at a lower cost. She gave me the choice to accept that, or to go elsewhere. I agreed with her to go ahead and do it. She informed me that when I came back in to get the shots and pay, that I was to inform the receptionist or whoever was there that I was given the special price because I was not given the accurate information the first time. I also informed Dr [redacted] that I was going to be heading out of town on a business trip, and she informed me that I could come in the day before I left during the day. I asked her specifically if I had to come and wait in line early in the morning just like I had did the first day, and she informed me that because I was only getting shots that I did not have to come in at that early hour.

So when I arrived the day before I was to leave on a business trip so that our cat could get her final shots, [redacted] right from the get go was extremely rude and unprofessional. He was rude in the way that he said my name, to just the demeanor in which he presented himself. However at this point, I kept quiet. He has never been a nice person to me it least, and so I felt that it was better to be quiet then to argue with someone who was either having a bad day, or was just blatantly rude. He informed me that without an appointment that I was not going to be seen and was rude in the way he told me. I informed him that I was doing just as Dr [redacted] said, and he went into the back room and then came back out to where the reception desk was and took the cat into the backroom. Once the cat had received the shots, one of the people there brought the cat to me and informed me that the shots were good for a year. Then she walked back to the backroom, and I was just waiting for [redacted] to prepare the paperwork and take my fee. As soon as the female went into the back room, he asked me in a rude tone if I knew what I was paying and I said yes, and then told me that next time you will be paying full price in a loud tone. The way he was telling me this was in a degrading way as if I had stolen his favorite toy.

At this point I was disgusted with his actions, and I informed him that I thought that he was being rude and unprofessional. I told him that for someone to be working the front desk, you seemed to be very rude. I personally felt on many occasions that he had a person vendetta out for me for whatever reason I did not know. As he continued to talk to me, his body language expressed anger towards me and the way he was speaking to me was not conducive and made me feel extremely uncomfortable being in the facility. I thought to myself, why is this person so against me and why does he feel that he can talk to me in the way that he was. At that point, and several times after, I had asked to speak with a supervisor. He informed me that there was no supervisor and even when I had asked multiple times, he told me no. I then took a business card and a pen and asked for the specific name and phone number of a manager that I could call. He was unwilling to give me this information and again, I asked why again he was being so rude. Even when I was asking to speak to a supervisor, I could hear people behind the closed doors, but no one was coming out. I am sure of it that they could hear that someone was asking to speak with a supervisor and when no one came out, I thought that this was strange. Aside from that, I figured that those behind the closed doors were doing something that kept them from resolving the issue that was at hand.

When [redacted] refused to give me any information regarding who the supervisor, or a number in which I could call, I threw the business card on the counter top in disgust. There was no cuss words used as their response indicates. A pen also was not thrown at a wall, nor was it thrown at [redacted]. After I threw the business card on the counter top, I did not even have the pen in my hand as [redacted] now had it in his. If telling someone that they are being rude and a jerk, then I guess I am guilty of cussing at someone, but I’ve never known jerk to be a cuss word. What also confuses me is that if [redacted] and I were the only ones that were in the reception area, then how do they know what was being said or by who?

Never once in the eight years that I have come to this facility, had I ever had a problem. So when I called at a later point to have a supervisor call, I was surprised that that phone call never came. Instead, I received a letter about a week later informing me that because of the accusations of how one of their representatives was treated, that I was no longer welcomed in any of their facilities. I thought that this was discouraging considering that I had requested multiple times to have a supervisor call back. I spoke with someone at the facility and left them my number to have the supervisor call so that I could make a complaint in regards to how I was treated. Instead, I received a complaint that was not accurate and completely false. I never once cussed at [redacted], nor did I throw anything towards him or at him as was indicated in their response. In regards to the police report, a complaint was not filed with the police until almost a week later. There was no police report filed as no crime was committed. I spoke with a police officer on the phone and he informed me to just not go back there especially if my pets are involved. A police badge number does not indicate that a police report was filed. No report has been filed with the police department just to clear that up.

As far as a threat to file a court complaint against this company, I absolutely felt that as a customer I did not have the ability to defend myself. I feel as if their receptionist who has been rude in the past is getting away with being rude and unprofessional. He has represented his company in an unprofessional away, and aside from being told that I’m no longer welcome at that facility, I would not want to come back to this facility anyway. However, I am being accused of something when it is not accurate. That is why I informed them that I would be discussing the matter with my attorney. They did not handle it properly. In requesting to speak with a supervisor especially when I the customer was treated poorly and unjustly, is confusing to me as I have not had the chance to tell my side of the situation. Apparently what it seems like is that the receptionist is right, and the customer is wrong…which tells me that not only did [redacted] make up a fabricated story, but they are taking his side, without even listening to mine.

I will be writing a report also to the owner and operator of this facility. I think that it is appropriate to file the proper complaints when I am being treated poorly in this situation, especially when there is NO history of issues against me at this facility. There response to my initial complaint is not accurate at all but is written with bias.

Spay Neuter Clinic will not do business with clients who are abusive to our staff members or other clients. The client in this case was abusive to an employee, so the Company will no longer do businesswith him.A copy of police report #[redacted] will be forwarded to the Revdex.com as soon as it is received at this office.Services were rendered on 1/9/14 and 1/27/14 and will not be refunded.

I apologize for the problem you had and the apparent poor service you received at the clinic in [redacted]. It is not our policy to keep you from getting a prescription. Company policy is to provide a prescription for anyone requesting it if their pet has been tested an eligible for the...

medicine.  Because of time involved and increasing regulations we do charge a fee for this service. Normally it is $7 for a written prescription, but because of your difficulty, I will be glad to wave this fee. You can pick the prescription up from the clinic, or, if you prefer, I will have the staff mail it. I spoke with the staff and found they had been instructed by a previous veterinarian to inform Of the drug manufacture policy not to guarantee the drug if it is filled through a non-veterinary source. While this may be true, I know of no documented problems with the drug from any Pharmacy and I don't believe you should have to listen to a lecture from our staff that seems more of a ploy to sell medication. It is not the policy of Spay Neuter Clinic, Inc. and it will no longer be done at the [redacted] location.I know Most online veterinary pharmacies prefer to use their form or call for approval because this makes them more efficient and keeps their cost down so they can sell the medicine cheap. Unfortunately, This makes more work for us and drives our prices up if we were  to go pull records and have to use 10 different forms from 10 different pharmacies. Instead, we make the prescription available using the standard format regulated by the pharmacy board, not the online companies. I have heard from some clients that the pharmacies imply we are not cooperating because of this, but in fact it only means we are not doing their work for them.Again, I apologize for the poor service you received. You may reach me directly at [email protected] or in my office at ###-###-####. [redacted], President, Spay Neuter Clinic, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Thank you for taking the time to investigate it. I appreciate it if the prescription for heartworm medication is mailed to my residence:  [redacted], [redacted], [redacted], [redacted]. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Spay Neuter Clinic strives to provide excellent customer service to its clients. The Company also has a responsibility to provide and maintain a safe work environment for its employees. If a client is verbally and/or physically abusive to a Spay Neuter Clinic employee, that client...

must be excluded from our practice. Such is the case here.The complainant in this case states that he had problems with the receptionist when he came into the clinic in January. The client’s initial visit for the cat spay was January 9th. He had a telephone conversation with the doctor when she returned his call regarding booster prices on January 16th. According to the receptionist, a recovery technician, and the doctor at the clinic, the client’s final visit occurred when he came into the clinic on January 27th without an appointment and demanded to be seen by the doctor for booster shots for his cat. Normally an appointment is required, and those appointment times are between 6:30-8:30 am. It was approximately 10 am, and the doctor was in surgery, but she allowed the cat to come back to the exam area for the needed shots. The doctor had called the client January 16th because he had called the clinic to complain that he did not know he had to pay for the booster shots, although it is printed on our price sheet and on our web site, and the techs who release animals state that boosters are not included in the price as part of the discharge script as well. The doctor attempted to keep the peace with the client and offered him a discounted fee during that conversation. Please refer to the doctor’s statement for further details regarding the client’s prior visit on January 9th and her reasons for requesting that he be excluded from service in the future.According to the witness statements, when the client went to pay for the vaccines on January 27th he swore at the receptionist, then threw a business card at him and threw a ball point pen at him. The Company must protect the safety and well-being of its employees, so the Company management decided to exercise its right to refuse any service in the future and a police report has been filed with Mesa PD Officer Torres, badge number [redacted] – Mesa PD Case #[redacted]. Copies of this client’s pet records were mailed to him per Veterinary Board rules so he has the necessary paperwork to go to another practice.When the issue was followed up with a conversation with the main office on February 3rd, the client threatened legal action, saying he was going to hire a lawyer and sue for discrimination. As a result, the Company is not comfortable with further conversations with this person, and he was advised that all further discussions would have to take place between attorneys.This client is not welcome to return because of abusive behavior, and his request for return of purchase price for vaccines and surgery received for his pets is denied because there was no complication with the spay or the vaccinations.

Unfortunately, this type of case does cause quite a bit of confusion and can be the source of complaints.  From the owner's perspective the dog is being returned to them in basically "the same" condition and no spay was performed.  From the Veterinarian's point of view he/she proceeded...

with the case in the only way possible and not only was the initial procedure performed but an extensive exploratory needed to be performed without any extra compensation.  This case involved an incision roughly 4 times larger than average and it took about twice as long as a typical spay this size.  When you make an agreement to pay for any medical procedure you are actually paying for the effort of the doctor and not the guarantee of any result.  It is just not in the nature of the profession to be able to guarantee a result, especially in a case like this.

It was noted by the owner that there was no place to mark whether the dog was a stray or not on the intake paperwork, but this is not true.  There is a line where an owner can mark stray or feral/wild or previously stray.  There is also a question where we ask if there is ANY chance that this animal has ever been spayed or neutered.  This owner marked that there was no chance and noted that her vet had checked for a spay scar because the dog was stray.  We also, checked for a scar and found no sign of one, most likely because of it's location and it's age, they can fade considerably and can look like a normal structure called the linea alba.  If we find a scar by shaving the animal our policy is to return the dog to the owner with no charge, which I have done hundreds and hundreds of times.  If we need to sedate the dog and then find a scar I usually try to talk the owner out of the spay and have them wait and we charge only for the sedation.  In rare cases like this where even after sedating the dog the scar is not evident we charge by time the surgery takes up to a maximum of what the spay would have cost, never more.

This owner admits that another veterinarian shaved the dog looking for a scar or tattoo and had no luck.  I assume this was a full service hospital and our clinic is limited to spaying and neutering.  If there were further diagnositcs to be done to rule out the presence of a uterus it would have been the full service  hospital's responsibility to offer those services.  The owner mentioned that she thought a sonogram should have been performed but I can state that after over 100,000 spays and neuters at multiple facilities I have never seen a veterinarian use an ultrasound to determine if a dog was intact or no before a spay.  The technology is not sensitive enough and not widely available.  If the owner wished she could have sought out someone to perform this test and it would have likely cost 2-3x the expense of the spay and the results may not have been conclusive depending on the operator.  It is my opinion that the industry standard for determining if an animal has been spayed or not if no scar is present is to perform the surgery.  Unfortunately, a tiny number will have unnecessary surgery performed, but they will get a definitive answer, and the vast majority of animals in this situation do turn out to need the spay.

My friend took my dog in to this clinic to get neutered after getting a quote of $79.00. When my friend got there, they told her it would be $259.00. I got on the phone with them, and they were extremely rude, and very unprofessional! I told them forget doing the surgery, and then the gentleman told me I owe him $24.00 for the office visit. I told him that was a joke, and noone pays $24 for an office visit! He then advised me that he wouldn't let my friend leave with the dog until this was paid. I told him it was wrong what he was doing, and he then proceeded to tell me he would call the police and send them to my friends house if I didn't pay! Since I live in Utah, I paid over the phone. The next day, my dog had his surgery at another clinic, and the total amount with all meds, and the surgery was $110.00. This clinic that gave me the quote of $250 is a joke, and very unprofessional threatning me with the police and not letting my friend leave his facilities. I asked him to bill me the $24.00 for the office visit, because I wanted to make phone calls and check their record, and that is when I was told she couldn't leave, and police would be called. I asked why I couldn't be billed, and he laughed!

Review: I came into the [redacted] location in January, and was met by [redacted] who is the receptionist at the front desk. Not only was he unprofessional, but he lacked respect for me and seemed to have a vendetta for me. He has always been rude when I have come into the facility, and ended up talking to me in an unprofessional way. There was a discrepancy with the cost associated with bringing in one of my animals. I was given a discount, because the receptionist and the facility members neglected to inform me of all the costs that were associated with my animal. When I brought my cat in after a month of coming in and getting spayed, the cat was issued more shots. When I went to pay, [redacted] was completely rude and unprofessional and mentioned in a loud rude tone that next time I come in that I will have to pay the higher price as opposed to the discounted price that [redacted] gave me. After the rude encounter with [redacted], I asked to speak with a supervisor, and [redacted] not only withheld who this person was, but also would not give me a number to call as I was going to file a complaint against him. After I left this location, I called back and left a message to have [redacted] give me a call. I never received this phone call, but then received a letter in the mail explaining to me that based on "my treatment of a Spay Neuter Clinic staff" that I am no longer welcome in their practices. I felt that this was extremely disrespectful on my end as I have been coming into this facility for eight and a half years with no prior issues. I contacted [redacted] who is in HRM and she informed me that based on their analysis that I was using foul language that was not true. They never took into account the rude encounter that their representative portrayed, yet I am the one that is not allowed to come into the facility when I have done nothing wrong. [redacted] informed me that those behind closed doors informed [redacted] that I was dropping the "f bomb" as she put it, yet I was asking to speak to a manager based on [redacted]'s rudeness. There were no other customers in the location at the time. [redacted] informed me that [redacted] was in the middle of surgery on the cat, yet she knew that it was me that was supposedly using foul language. Perhaps she is covering for [redacted] as they are friends and co workers, but I was doing nothing wrong except complaining at the service that was being rendered by [redacted] (the receptionist)Desired Settlement: I am requesting that I have the right to take myself into one of the several Spay & Neuter Clinics other than the one located on Gilbert Rd in Mesa. I'm also requesting that an apology letter be written from [redacted] based on how he represented that facility, and how he spoke to me in a degrading manner. I felt as if his demeanor was rude and made me feel completely uncomfortable within this facility. If my right to be able to come into one of these other facilities after coming into these locations over the last 8 1/2 years, then I am asking for a full refund of the services rendered as my right to take care of my pet with a facility that is within walking distance of my home has been taking away with false accusations being brought by the [redacted] representatives.

Business

Response:

Spay Neuter Clinic strives to provide excellent customer service to its clients. The Company also has a responsibility to provide and maintain a safe work environment for its employees. If a client is verbally and/or physically abusive to a Spay Neuter Clinic employee, that client must be excluded from our practice. Such is the case here.The complainant in this case states that he had problems with the receptionist when he came into the clinic in January. The client’s initial visit for the cat spay was January 9th. He had a telephone conversation with the doctor when she returned his call regarding booster prices on January 16th. According to the receptionist, a recovery technician, and the doctor at the clinic, the client’s final visit occurred when he came into the clinic on January 27th without an appointment and demanded to be seen by the doctor for booster shots for his cat. Normally an appointment is required, and those appointment times are between 6:30-8:30 am. It was approximately 10 am, and the doctor was in surgery, but she allowed the cat to come back to the exam area for the needed shots. The doctor had called the client January 16th because he had called the clinic to complain that he did not know he had to pay for the booster shots, although it is printed on our price sheet and on our web site, and the techs who release animals state that boosters are not included in the price as part of the discharge script as well. The doctor attempted to keep the peace with the client and offered him a discounted fee during that conversation. Please refer to the doctor’s statement for further details regarding the client’s prior visit on January 9th and her reasons for requesting that he be excluded from service in the future.According to the witness statements, when the client went to pay for the vaccines on January 27th he swore at the receptionist, then threw a business card at him and threw a ball point pen at him. The Company must protect the safety and well-being of its employees, so the Company management decided to exercise its right to refuse any service in the future and a police report has been filed with Mesa PD Officer Torres, badge number [redacted] – Mesa PD Case #[redacted]. Copies of this client’s pet records were mailed to him per Veterinary Board rules so he has the necessary paperwork to go to another practice.When the issue was followed up with a conversation with the main office on February 3rd, the client threatened legal action, saying he was going to hire a lawyer and sue for discrimination. As a result, the Company is not comfortable with further conversations with this person, and he was advised that all further discussions would have to take place between attorneys.This client is not welcome to return because of abusive behavior, and his request for return of purchase price for vaccines and surgery received for his pets is denied because there was no complication with the spay or the vaccinations.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When I initially took in my German shepherd and our cat, my wife and I had just received the cat from a cousin of mine. We were not aware if the cat had any of its shots yet, so when we took the cat in to be spayed, and to have shots given to my dog, we were given the prices of what it would cost to get everything done. I informed them that I did not know if the cat had her shots yet or not, so I told them to hold off on doing them and they informed me to call back once I received word on the details of the cats prior history to go ahead and add the shots. While I was there in the facility I attempted to contact my cousin, however in not getting a hold of them, I was told that I could call the facility back before a certain time to go ahead and add the shots, if we needed too. Other than the price I was given, I was given no other information about the process with the cat, and what I would end up doing as I did not make the decision to add the shots while I was in the facility. They agreed to allow me to call back if in fact the cat needed them, which is what I ended up doing within a few hours of leaving the spay and neuter facility. [redacted] took my call and informed me that he would go ahead and add the shots to what I had already put in place earlier in the morning. No other information was given to me over the phone.

When I came in to pick up my pets later that day, I paid the fee and was informed by [redacted] that the cost that I paid covered all of the shots, spay, and the shots for the dog. Neither the receptionist ([redacted]), nor anyone else at this location ever provided me information that I would have to bring in my cat several weeks later to get follow up shots. This was not given to me in person, or over the phone so when I received a card in the mail weeks later informing us that we needed to bring the cat in again for more shots, we were confused. We had just spent almost $150 so when our notice indicated to us that we would have to go back in again and pay close to $30 for shots especially when we were not informed upset us…and rightfully so. We were not prepared to pay more than what we even thought we would pay because of the lack of information.

So when I had called to figure out why we were not informed that there were be a follow up appointment to get more shots, Dr. [redacted] informed me over the phone that I was probably one of the very few that happens to slip through the cracks, because most everyone that comes in is given that information in person. I happened to make that choice over the phone, so that information was never given to us either in person or over the phone. Dr [redacted] also lectured me on the fact that like humans, pets also receive several booster shots in stages. She was talking to me as if I had kids (which I don’t), and in a way this made me feel like I was unintelligent because I was supposed to automatically know that the cat was going to need several shots in different stages as if I was supposed to remember that I received multiple shots as a baby. I can’t remember that, nor am I around babies when they get their shots.

Aside from that conversation, Dr [redacted] informed me that it did not happen very often, and because I was not in person to receive all of the accurate information, she offered to give the cat the additional shots it needed at a lower cost. She gave me the choice to accept that, or to go elsewhere. I agreed with her to go ahead and do it. She informed me that when I came back in to get the shots and pay, that I was to inform the receptionist or whoever was there that I was given the special price because I was not given the accurate information the first time. I also informed Dr [redacted] that I was going to be heading out of town on a business trip, and she informed me that I could come in the day before I left during the day. I asked her specifically if I had to come and wait in line early in the morning just like I had did the first day, and she informed me that because I was only getting shots that I did not have to come in at that early hour.

So when I arrived the day before I was to leave on a business trip so that our cat could get her final shots, [redacted] right from the get go was extremely rude and unprofessional. He was rude in the way that he said my name, to just the demeanor in which he presented himself. However at this point, I kept quiet. He has never been a nice person to me it least, and so I felt that it was better to be quiet then to argue with someone who was either having a bad day, or was just blatantly rude. He informed me that without an appointment that I was not going to be seen and was rude in the way he told me. I informed him that I was doing just as Dr [redacted] said, and he went into the back room and then came back out to where the reception desk was and took the cat into the backroom. Once the cat had received the shots, one of the people there brought the cat to me and informed me that the shots were good for a year. Then she walked back to the backroom, and I was just waiting for [redacted] to prepare the paperwork and take my fee. As soon as the female went into the back room, he asked me in a rude tone if I knew what I was paying and I said yes, and then told me that next time you will be paying full price in a loud tone. The way he was telling me this was in a degrading way as if I had stolen his favorite toy.

At this point I was disgusted with his actions, and I informed him that I thought that he was being rude and unprofessional. I told him that for someone to be working the front desk, you seemed to be very rude. I personally felt on many occasions that he had a person vendetta out for me for whatever reason I did not know. As he continued to talk to me, his body language expressed anger towards me and the way he was speaking to me was not conducive and made me feel extremely uncomfortable being in the facility. I thought to myself, why is this person so against me and why does he feel that he can talk to me in the way that he was. At that point, and several times after, I had asked to speak with a supervisor. He informed me that there was no supervisor and even when I had asked multiple times, he told me no. I then took a business card and a pen and asked for the specific name and phone number of a manager that I could call. He was unwilling to give me this information and again, I asked why again he was being so rude. Even when I was asking to speak to a supervisor, I could hear people behind the closed doors, but no one was coming out. I am sure of it that they could hear that someone was asking to speak with a supervisor and when no one came out, I thought that this was strange. Aside from that, I figured that those behind the closed doors were doing something that kept them from resolving the issue that was at hand.

When [redacted] refused to give me any information regarding who the supervisor, or a number in which I could call, I threw the business card on the counter top in disgust. There was no cuss words used as their response indicates. A pen also was not thrown at a wall, nor was it thrown at [redacted]. After I threw the business card on the counter top, I did not even have the pen in my hand as [redacted] now had it in his. If telling someone that they are being rude and a jerk, then I guess I am guilty of cussing at someone, but I’ve never known jerk to be a cuss word. What also confuses me is that if [redacted] and I were the only ones that were in the reception area, then how do they know what was being said or by who?

Never once in the eight years that I have come to this facility, had I ever had a problem. So when I called at a later point to have a supervisor call, I was surprised that that phone call never came. Instead, I received a letter about a week later informing me that because of the accusations of how one of their representatives was treated, that I was no longer welcomed in any of their facilities. I thought that this was discouraging considering that I had requested multiple times to have a supervisor call back. I spoke with someone at the facility and left them my number to have the supervisor call so that I could make a complaint in regards to how I was treated. Instead, I received a complaint that was not accurate and completely false. I never once cussed at [redacted], nor did I throw anything towards him or at him as was indicated in their response. In regards to the police report, a complaint was not filed with the police until almost a week later. There was no police report filed as no crime was committed. I spoke with a police officer on the phone and he informed me to just not go back there especially if my pets are involved. A police badge number does not indicate that a police report was filed. No report has been filed with the police department just to clear that up.

As far as a threat to file a court complaint against this company, I absolutely felt that as a customer I did not have the ability to defend myself. I feel as if their receptionist who has been rude in the past is getting away with being rude and unprofessional. He has represented his company in an unprofessional away, and aside from being told that I’m no longer welcome at that facility, I would not want to come back to this facility anyway. However, I am being accused of something when it is not accurate. That is why I informed them that I would be discussing the matter with my attorney. They did not handle it properly. In requesting to speak with a supervisor especially when I the customer was treated poorly and unjustly, is confusing to me as I have not had the chance to tell my side of the situation. Apparently what it seems like is that the receptionist is right, and the customer is wrong…which tells me that not only did [redacted] make up a fabricated story, but they are taking his side, without even listening to mine.

I will be writing a report also to the owner and operator of this facility. I think that it is appropriate to file the proper complaints when I am being treated poorly in this situation, especially when there is NO history of issues against me at this facility. There response to my initial complaint is not accurate at all but is written with bias.

Business

Response:

Spay Neuter Clinic will not do business with clients who are abusive to our staff members or other clients. The client in this case was abusive to an employee, so the Company will no longer do businesswith him.A copy of police report #[redacted] will be forwarded to the Revdex.com as soon as it is received at this office.Services were rendered on 1/9/14 and 1/27/14 and will not be refunded.

Review: On 7/15, my dog had his heartworm lab test done at the Spay Neuter Clinic and the results were negative. So, it is time for me to order my dog's heartworm medication, [redacted]. He's been taking it for years and prescribed by a vet with no problems. It is prepackaged and one tablet to give the dog each month.

Prior to leaving the Spay Neuter Clinic, I asked for a prescription so I can purchase it the heartworm med a place of my choice. The girl told me to just have the pharmacy call or fax and they will authorize it. She mentioned that the vet won't authorize "on-line vet pharmacies."

I ordered my prescription from Drs.[redacted]. The pharmacy sent two faxes and even called for a verbal order. I called repeatedly and left messages since the order was placed on 8/7/2015. The Spay Neuter Clinic does not return phone calls, nor pick up their phone. I finally get through to a person today, 8/19, and the girl tells me that the vet won't authorize my pets heartworm medication because it's an "on-line pharmacy." I told her that I want to speak to the vet myself. The medication is prepackaged so it is not like the pharmacy has to mix and concoct my pet's heartworm medication. Obviously, the vet doesn't care about my pet's health maintenance to neglect authorizing my pet's medication order. How can they call themselves a vet? How can this place remain in business if not providing the customer with what they came to them for in the first place. Why bother doing labs if you are not going to follow through and prescribe to treat? My service has not been completed. Why can't I get my pet's RX given to me? I have had this problem for the past three years and every time I have to get my dog's prescription filled, the office personnel take weeks to fax an RX order back to the pharmacy. Excuse me. Maybe none of them should have a job. I have yet to get my pet's RX order authorized. So, my pet will go an entire year without heartworm medication???? What does this vet think they are doing any good? They do not answer their phone and return phone calls with a turn around time that would be acceptable to anyone. It is simply a cruel joke to think they are in business to provide service for dogs and cats and do not even fulfill a simple request which is part of the heartworm lab being done. I do not want to purchase my meds from the clinic; I want to purchase my RX where I choose.Desired Settlement: I expect my RX to be authorized.

Business

Response:

I apologize for the problem you had and the apparent poor service you received at the clinic in [redacted]. It is not our policy to keep you from getting a prescription. Company policy is to provide a prescription for anyone requesting it if their pet has been tested an eligible for the medicine. Because of time involved and increasing regulations we do charge a fee for this service. Normally it is $7 for a written prescription, but because of your difficulty, I will be glad to wave this fee. You can pick the prescription up from the clinic, or, if you prefer, I will have the staff mail it. I spoke with the staff and found they had been instructed by a previous veterinarian to inform Of the drug manufacture policy not to guarantee the drug if it is filled through a non-veterinary source. While this may be true, I know of no documented problems with the drug from any Pharmacy and I don't believe you should have to listen to a lecture from our staff that seems more of a ploy to sell medication. It is not the policy of Spay Neuter Clinic, Inc. and it will no longer be done at the [redacted] location.I know Most online veterinary pharmacies prefer to use their form or call for approval because this makes them more efficient and keeps their cost down so they can sell the medicine cheap. Unfortunately, This makes more work for us and drives our prices up if we were to go pull records and have to use 10 different forms from 10 different pharmacies. Instead, we make the prescription available using the standard format regulated by the pharmacy board, not the online companies. I have heard from some clients that the pharmacies imply we are not cooperating because of this, but in fact it only means we are not doing their work for them.Again, I apologize for the poor service you received. You may reach me directly at [email protected] or in my office at ###-###-####. [redacted], President, Spay Neuter Clinic, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Thank you for taking the time to investigate it. I appreciate it if the prescription for heartworm medication is mailed to my residence: [redacted]. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

On 08-18-2014 we to our dogs Mandy and Snoopy in for heartworm tests and Mandy needed a bordetella vaccine and they gave both Snoopy and Mandy a bordetella and the Heartworm tests and while they were doing this to our dogs the Vet was doing surgery in the open around all of the other dogs that were loose and getting Vaccinations. We called there on 10-29-2014 as they denied [redacted] to fill our heartworm medicine as they stated they needed heartworm tests. We called and they said that we had to bring in our paperwork to prove that the had the vaccinations. We went out there and a worker there would not let us talk and all she could do was roll her eyes at us and proceeded to tell us that if we wanted a perscription that it would cost us $7.00 a piece on top of what the bill was in August. We told her we wanted a MANAGER and she said that we would have to wait until the vet got out of surgery and we said that we wanted the manager now, she went in back and was making fun of us to the Vet, she then came out and was rude to us and told us that the did not trust or like [redacted] as she did not know where they got there medicines and she said if we did not calm down and if I did not talk in a decent tone to her she would call the cops and have me arrested I told her to go for it. They are so unprofessional as they lost Mandys paperwork and said when they found it that they would mail it out to us. We called on 11-03-2014 and they told us that it was mailed out to us and we did not receive it on Tuesday, and then it was delivered on 11-05-2014 we checked the postmark and it was not mailed out until 11-04-2014, what liars they are and so unprofessional, the vet told us that she has been in business for 16 years and I do not see how as she also said that she has had nothing but favorable reviews. Our primary vet told not to use them as they are no good. Also when the vet came out she was not in surgical clothing. Whenever we have had the tests done before there was no extra charge for the perscription. And she would still not give us the perscriptions without us paying for it, and she said we had no right to go through [redacted]. Our primary vet told us since we took them the paperwork after they had it done that they would get it filled for us and they did.

Review: See Attached.Desired Settlement: See Attached.

Business

Response:

My name is [redacted] and I am the veterinarian involved in this case. I have reviewed the case, medical record, and Revdex.com complaint.I can completely empathize with a client feeling as though he/she was "duped" or "scammed" as [redacted] has reported in this case. This is the last thing Spay Neuter Clinic wants a client to feel after a visit to our clinic. I speak for Spay Neuter Clinic as a whole when I personally and truly appologize for any miscommunication that left [redacted] feeling this way.In an effort to avoid any possible miscommunication and to avoid this feeling we have a system in place in which we obtain the client's initials on the medical record immediately next to any prices written down for services to be rendered that day as well as any medications given that day or medications that will be sent home. The attached medical record (page 3 in the emailed document) has a Blank labeled "Ear Mite Treatment" in which $22 was written. This is initialed by [redacted], as were the prices for the cat neuter ($28) and the pain medication injection given for the surgical procedure ($15). When I personally (or my technicians) disuss with clients the possibility of ear mites in a pet and recommended protocol for how to proceed, I offer for us to either option 1. ($10) ONLY clean the ears with an ear cleaner while the pet is under anesthesia, or option 2. ($22) clean the ears as mentioned, also apply ear drops for ear mites, and send home the ear drop medication for the pet's owner to continue for three weeks at home. These options are explained to the client in the exam room and once an agreement is reached the client initials the final price. In this case option 2 ($22) was initialed and this was the protocol that was followed. Upon discharge of the pet, [redacted] was given the ear drop medication and explained how to administer-- this is not part of option 1-- and this is done before payment is accepted.I want to once again sincerely appologize for any miscommunication and [redacted]'s feelings of being "duped" or "scammed". This is what we strive to avoid on a daily basis, and I will personally guide my team to strive for utmost communication between us and clients in the future.Thank you,[redacted]

Review: I found a stray female dog, took her to a vet hospital to get her shots and find out if she was spade, or has a chip. There was no chip, they shaved her but did not find a scar or tattoo showing she had been spade. Tried to find owners with no luck. Took her to get groomed. Then made appointment with spay neuter clinic to get her spade. Filled out paperwork, nothing in paperwork asking if it was a stray. Explained what the vet hospital said about being spade. They opened her up and searched for a half hour for her uterus, and didn't find it, realized she was already spade. My problem is I think they should have some kind of sonogram machine to be sure of no uterus. And not charging me full price for a procedure that was already done. I was willing to pay something, but not full price for a hysterectomy that was already done. They didn't offer half price or even any kind of discount what so ever. The other problem I have is that they didn't even try to call me to let me know the problem.Desired Settlement: Billing adjustment, and partial refund, apology.

Business

Response:

Unfortunately, this type of case does cause quite a bit of confusion and can be the source of complaints. From the owner's perspective the dog is being returned to them in basically "the same" condition and no spay was performed. From the Veterinarian's point of view he/she proceeded with the case in the only way possible and not only was the initial procedure performed but an extensive exploratory needed to be performed without any extra compensation. This case involved an incision roughly 4 times larger than average and it took about twice as long as a typical spay this size. When you make an agreement to pay for any medical procedure you are actually paying for the effort of the doctor and not the guarantee of any result. It is just not in the nature of the profession to be able to guarantee a result, especially in a case like this.

It was noted by the owner that there was no place to mark whether the dog was a stray or not on the intake paperwork, but this is not true. There is a line where an owner can mark stray or feral/wild or previously stray. There is also a question where we ask if there is ANY chance that this animal has ever been spayed or neutered. This owner marked that there was no chance and noted that her vet had checked for a spay scar because the dog was stray. We also, checked for a scar and found no sign of one, most likely because of it's location and it's age, they can fade considerably and can look like a normal structure called the linea alba. If we find a scar by shaving the animal our policy is to return the dog to the owner with no charge, which I have done hundreds and hundreds of times. If we need to sedate the dog and then find a scar I usually try to talk the owner out of the spay and have them wait and we charge only for the sedation. In rare cases like this where even after sedating the dog the scar is not evident we charge by time the surgery takes up to a maximum of what the spay would have cost, never more.

This owner admits that another veterinarian shaved the dog looking for a scar or tattoo and had no luck. I assume this was a full service hospital and our clinic is limited to spaying and neutering. If there were further diagnositcs to be done to rule out the presence of a uterus it would have been the full service hospital's responsibility to offer those services. The owner mentioned that she thought a sonogram should have been performed but I can state that after over 100,000 spays and neuters at multiple facilities I have never seen a veterinarian use an ultrasound to determine if a dog was intact or no before a spay. The technology is not sensitive enough and not widely available. If the owner wished she could have sought out someone to perform this test and it would have likely cost 2-3x the expense of the spay and the results may not have been conclusive depending on the operator. It is my opinion that the industry standard for determining if an animal has been spayed or not if no scar is present is to perform the surgery. Unfortunately, a tiny number will have unnecessary surgery performed, but they will get a definitive answer, and the vast majority of animals in this situation do turn out to need the spay.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I still believe there should be an easier way to know if a dog is spayed or not. You still did not perform a whole hysterectomy, and I feel you spent to much time while the dog was put under, to look for a uterus. You as a doctor of animals should have known. I still don't agree with your explanation, it is not fair to charge for a surgery that is not performed.

Regards,

Business

Response:

[redacted] feels it is not fair to charge for a surgery that was not performed. We performed an exploratory to confirm there was no uterus. She believes there was too much time spent doing this. I agree it took too long, but that is why it cost more. Wishing surgery took less time does not make it so. Our doctors take all of the time needed to be sure they do a thorough job and put the pets health first. [redacted] did not want to be charged for a surgery that was not done, but the reason we charged her for spay is because it was cheaper than the exploratory surgery that was done. If she does not consider this resolved, we will be glad to bill her for the more expensive surgery.

Believing there should be an easier way to tell if a dog is spayed does not make it so. She even confirmed this with another veterinarian before bringing the animal to us.

Review: I took my puppy there on June 28th, 2013, to have her rabi shot. I didn't get her tag that day. They said with in a week it should come in the mail. Today is August 20th, 2013 and I still don't have it. I've repeatly called and am told I will get it in a week or so. I paid my bill the same day service was given. Now I would like my tag for my dog. Thank youDesired Settlement: I want the tag.

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Description: Veterinarians

Address: 3136 S Hamilton Rd, Columbus, Ohio, United States, 43232-5657

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