ComplaintsforGuardian Animal Hospital

• Initial Complaint

  10/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I boarded my cat for 9 days just boarding didn't want anything extra she needed 2 shots which was fine I agreed to that and asked how much it would be they told me $100 for the shots and $180 for boarding which would be $280. When she rang me up it ended up being $330 after questioning the receptionist she broke down the fees there were so many small fees that I feel should have been included in the boarding not added in separate she was also smart about it and said theres also taxes you need to consider that. They also charged me for a visit fee which is ridiculous. When I got her home I noticed they also cut her hair and trimmed her nails which I didn't ask for. I feel like they should only do what the customer asks. Also my cat seemed like she was starving when I got her home and she was alot skinner than she was when I dropped her off. I feel like they take advantage of customers and that's not right.

  Business response

  11/03/2023

  We regret any confusion or dissatisfaction during *** ********* recent visit. Guardian Animal's foremost priority is to provide exceptional pet care and ensure a positive, worry-free experience for our clients.
  
  Addressing the claim of additional services, hair trimming and nail cutting at times can be essential for pet health and can be offered at no extra cost when deemed medically necessary. However we had no record of having done so for this cat. We enquired about this with all of our staff.
  Regarding ******** condition after returning home, changes in behavior and appetite are common post-boarding. Our protocols ensure proper care during their stay, but familiar home surroundings can lead to increased food and water consumption. This happens for people also. There's no place like home.
  
  Concerning the billing discrepancy, our phone estimates are always noted as approximate and may vary due to additional services, pet needs, and taxes. A discount was received of $10.20 covering almost all of the various fees listed on the invoice mentioned. The only additional charges were $1.69 for food and $5.36 for an ID card. The visit fee is a standard component within the examination fee, not an additional fee. The total discrepancy was $26.17, plus tax. The remainder of the cost discrepancy is due to state taxes, which are an unavoidable part of life in the US. We understand the frustration with taxes; they're not our favorite part of business either.
  
  Additional details about when and who was spoken to or the number that was called from, would allow us to investigate further.
  
  We're always eager to discuss concerns. Please contact ******, our practice manager, at 6*********** to arrange a convenient time for a conversation.
  
  

  Customer response

  11/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******* 

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