ComplaintsforHillside Veterinary Clinic

• Initial Complaint

  09/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently took our parrot to a vet this was the second visit in 3 months, we had no choice as regular vet moved. The initial visit we were charged an ridiculous amount for initial consultation, which included nail trim that was barely done right, so we had to take him again because after 2 and half months his nails grew again. The visit was less than a few minutes and the nail trim was not done right, it was barely trimmed and we were charged $78. The whole vet clinic is a sham and bad customer service however after coming home and closer inspection I refuse to accept the charges. I want my money refunded this will be the last visit and I will be looking into filling further complaints against the *********** vet.

  Business response

  14/11/2022

  ****** ***
  Complaint Administrator
  janine@mwco.bbb.org
  Phone: ###-###-#### Ext: ***
  
  RE: Response to Complaint ID ********
  
  We are very saddened to hear about Mr. ******’s experience and complaint as we always aim to deliver a transparent and pleasant experience. 
  

  Please find our response to Mr. ******’s complaint below. 

  It is unfortunate that the ******’s previous vet clinic no longer provides exotic animal services. When seeking a new veterinarian, there are a number of exotic veterinary clinics in the GTA to choose from. We’d be more than happy to provide a list of those hospitals.

  
  With regards to cost, our fees align with local competition. Examination fees for parrots in surrounding clinics range from $119 to $250. Our fee examination fee is $153.30 and includes a complimentary nail trim.  We pride ourselves on providing transparent pricing and have published a list of services on our website, a practice that is not commonly seen in the veterinary industry - *************************************

  
  As a regulated health care profession, our business is required to meet the standards dictated by the College of Veterinarians of Ontario.  As such, we are required to examine all new patients prior to providing treatment - see Ontario Regulation 1093 below.
  - Ontario Regulation 1093 requires that a veterinarian must have a veterinarian-client-patient relationship and have recent and sufficient knowledge of the animal to recommend and provide treatment, including medications. 
  The ******’s were informed of this requirement and verbally quoted for the cost of an examination prior to scheduling their parrot’s first appointment. Similarly, when scheduling a nail trim 2.5 months later, they were informed of the cost prior to booking the service. 

  Lastly, The ******’s parrot historically received nail trims every 2-3 months. A fact stated during their initial consultation and a trend that can be seen in their parrots' medical history. During their parrot’s initial consultation, our veterinarian recommended a variety of methods and products to help naturally file nails to lengthen the time required between nail trims. 
  

  We would like to thank Mr. ****** and the Better Business Bureau for taking the time to bring this to our attention. We will use the feedback to make us better, to grow and learn as a team. 
  

  Sincerely,
  Brendon
  
  Brendon Laing
  Veterinarian & Co-Owner 

  Customer response

  14/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The problem at hand is the nail trim was not done properly, it was barely trimmed, furthermore I did not know that it’s $150 charge to stay in the room with your pet or asks questions. 
  Now I have to take my pet to a new vet and pay more money for initial visit because your clinic failed to do its job.

  This will conclude our business and I follow it up with a complaint to the CVO.

  If your offering a service do the job right and please point me in the section of your website where it states we cannot be present in the room with our pets or we need to pay $150 if we stay or ask questions.

  Govern your actions accordingly.

  
  Sincerely,
  
  *** ******

  Business response

  20/11/2022

  Please find our follow to Mr. ******’s complaint.

  It is our policy to perform nail trims in our treatment area which means pets are typically separated from their owner. In our experience, this tends to minimize patient stress and results in a better overall experience for the animal.

  The ****** family requested to be present during their parrots' nail trim. Always aiming to please our clients, our team acknowledged their request and modified the location of the nail trim so that they could be present. 

  With owners present, there is always a natural tendency to want to ask medical questions about a pet's care. Prior to performing the nail trim, our team did clarify with the ****** family that if they began to ask medical questions, then the appointment would no longer be considered a nail trim appointment but rather a consultation with the veterinarian. Our team also informed them that the cost of a consultation is $153.30.

  The ****** family acknowledged our policy and consented to continuing with the nail trim with them being present.

  Sincerely,
  Brendon

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