ComplaintsforBonita Pet Care
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Complaint Details
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Initial Complaint
10/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The veterinarian I use is no longer open Saturday and Sunday. Since I work full time, I asked that they mail, or email, a prescription for my dog. The prescription is for flea meds, so it does not involve medication that could affect my dog's health. It's also a standing prescription and is not new to my dog.The vet office refused to send the prescription, stating their patients are required to pick them up in person. When I explained I live 25 minutes away, they were not sympathetic. I asked the Doctor to call me, to explain his rationale, but the Doctor refused to do so. Instead, they sent a follow up text reminding me that they will not send prescriptions by mail or email.Business response
10/24/2022
We do provide the service of mailing prescriptions. In these times of limited staff and resources, it is hard for us to accomodate such requests. Prescriptions are not emailed. Staff is very limited now and to mail or call in at this point, herefore we kindly request to pick up. Thanks for understanding.Customer response
10/25/2022
In addition to refusing to mail my dog's prescription, they also refused to give Chewy.com the information over the phone. I was forced to ask a friend to the pick up the prescription, so that I could mail it to Chewy.com for fulfillment. This means my dog has been without her medication for two weeks.
This vet clinic clearly has no concern for the health of the dogs they care for. Stating they are short staffed is an unacceptable reason to refuse to mail a prescription, or provide the details over-the-phone. Both of these tasks take one minute or less to complete.
I am moving to another vet who shows the proper amount of concern for their patients.
Business response
10/26/2022
We are short staffed that explains it why we are down to 5 day/wk schedule from 7days/wk , for first time in 8 years since we opened. Our scheduled is fully booked for days to weeks and we are overwhlemed /burnt out. This has been the case with most clinics , as few clinics nearby have closed. With limited staff, this has been our new policy since last year post covid that we give prescriptions that client needs to pick up. We do not enough staff time to call or answer pharmacies and we have adopted this policy. We did advice the client many times to chose a clinic closer to their home so it is convenient in many ways and meet the client requests on time. As staff availibility changes in the future we will make appropriate changes. We want to offer whats best for the patient within our means/ capabilities not causing any stress or mental health issues. We would appreciate if clients understand our issues and make time to come to the clinic for any of their pet needs including picking up prescriptions.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.