ComplaintsforWillis Animal Hospital

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We scheduled an appointment to have our dog spayed. When we made the appointment we let them know we suspected she was pregnant and they said that would not be an issue. Our appointment was scheduled for 7/27 and I put down a deposit. Our dog ended up having puppies on 7/24. They were closed that day so I had to call on Monday 7/25 to let them know. I spoke to Kaylee and she told me that she couldn't be spayed now and that she would have to cancel our appointment and that the deposit would go onto our account for us to use in the future. She also advised that our dog could not be spayed until all the puppies were weaned. The puppies are finally weaned and I called to make an appointment to have her spayed. They do not show the credit of the deposit on file, they also show us as a no call no show when I definitely spoke to Kaylee on 7/25. So the young lady handling the phone calls did not provide me with her name but insisted that she would have to speak to the office managers when they returned to the office. When I tried to give her my cellphone number she hung up on me. I had to call back and speak to a different young lady to update my phone number.

  Business response

  09/27/2022

  I am responding to the Letter from the BBB complaint regarding J****** Coker. She had a  credit on her account for 3 months, she called on 7/21/22 about having a refund instead of an account credit. Myself or our regional manager were not in office when she called. Claira left us a message about refunding her credit card vs account credit. We told Claira to refund her credit card. Which this takes anywhere from 3 to 5 business days to show. Claira called Mrs. Coker and let her know the refund was issued Friday.
  
  IF you have any question please let me know
  
  Thank You
  K**** Easley
  

  
  

  Customer response

  09/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18048129, and have determined that this proposed action would not resolve my complaint.  
  
  I am waiting for the refund to go back to my account. Once it is cleared I will let the BBB know.  I did NOT call asking for a refund.  I called asking to make an appointment to have my dog spayed and when the lady on the phone was helping me she told me that I would need to put down a deposit to secure the appointment.  I told her I should have a credit on file.  She said there was not one there and that the persons she needed to talk to were not there.  She then proceeded to hang up on me.  She was extremely unprofessional and told me she would call me back.  NO ONE EVER CALLED ME BACK.  So I had to take the next steps.  I have been nice and pleasant the entire time, the business has been extremely unprofessional.  
  
  Regards,
  J****** Coker
  
   
  

  Business response

  10/13/2022

  Good Afternoon, 
  
  I am responding to J****** Coker response; I am sorry that for the miscommunication between my staff and Ms Cooker. The message I got from my staff was that she wanted a refund. So, I issued the refund and had my staff call when the refund was issued.
  
  Thank you 
  Kaley
  

  
  

  Customer response

  10/13/2022

  I accept the refund from the business.  I do not know why I received a letter banning me from their business since I never did anything to them.  It was their office that acted inappropriately and unprofessionally.   Also it would be great if they stopped intentionally spelling my name incorrectly.  The case may show that is is resolved since I now have received my refund.  Thank you. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩