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Review 4/2/2009
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Here is a complaint letter I wrote to the facility:
Dear AAA Animal Hospital,
My family and I moved to Huntington Beach in May 2007 and adopted a kitten, Moki, from the animal shelter next door to your facility in 9/2008. I was very happy to find your facility and had been pleased with my experience until today. Moki has been into your facility several times. Once right after we adopted her for a respiratory infection, second to be spayed and the third time to drain an abscess on her back. In six months, I have spent quite a bit of money on this cat and without any complaint until today.
My problem started when I brought Moki in to get spayed, I also paid for vaccinations. Upon discharge, your hospital supplied a discharge paper with detailed care instructions. However, I was never instructed to bring Moki back for a second round of vaccinations. Today, I brought her in to have her stitches removed, and was told that I neglected to bring Moki in for her follow up shots. You can imagine my surprise: "What follow up shots?!" They said the instructions were on my receipt - that was the first time anyone had bothered to mention that. Please see the attached discharge paperwork. I followed the instructions on the discharge paperwork and was never told to to bring Moki back to your facility in 3 weeks nor to look at the reminder on our receipt. Had someone - anyone - at your facility had simply told me about the vaccination instructions on the receipt, I would not be writing this letter.
I told the woman at the front desk today that there was obviously a communication error on their part, and that I was never told about the required follow up. She said that there was nothing they could do, and I would have to pay for an entirely new round of shots. You have got to be kidding!
I was hugely disappointed to be treated with indifference by your staff, and being made to feel that it was my fault. Call me crazy, but I don't typically look for vaccination instructions on a payment receipt, much as I would not expect my doctor to list my prescription on the back of my co-pay receipt. To me, this communication error is 100 percent your responsibility. Not only does my cat now need to undergo the stress of an additional round of shots, but I also am expected to pay - AGAIN - the full fees to your hospital. That is unfair, and utterly uncalled for.
My husband and I are very active real estate agents in south Huntington Beach, and maintain regular contact with hundreds of very loyal clients. I an asked for referrals to local vets, restaurants, doctors, etc on a daily basis. If your hospital refuses to accept the fact that I was not properly informed about my cat's need for additional shots, I will record my complaint with the Better Business Bureau, and will advise my clients, friends and family to avoid your facility at all costs, and to spread to word to their circles as well.
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