Business Description:
Quakertown Veterinary Clinic provides preventative care & 24 hr emergency care for cats, dogs, exotic pets, horses, & farm animals,plus boarding & grooming services.
4 126 reviews
Categories
Pet Services
Quakertown Veterinary Clinic
2250 N Old Bethlehem Pike, Quakertown, PA 18951, USA
(215) 536-6245
https://www.quakertownvetclinic.com/

Service

Will Recommend

Total Experience

Matthew U.

East Greenville, PA
Quakertown Veterinary Clinic

Out for money...customer be damned!

Our cat suffered a stroke while we were on vacation. We authorized our cat sitter to take him in to help him move on. When she arrived, they would not perform the required services without speaking to myself or my wife. Luckily, she was able to call us in between flights. The situation was explained to us, and we authorized them to put our kitty to sleep. He was 18 years old, and we did not want him to suffer. So, that was that...or so we thought. Upon arriving in Florida, we receive another call from our cat sitter. The doctors were doing other procedures to "help" our cat and they had said we did not authorize putting him to sleep. Long story short...we were stuck with HUNDREDS OF DOLLARS in services rendered which we did not authorize. To make matters worse, when I challenged the billing, they insisted we pay. They gave me several versions of the events that morning. several versions, yet would not even entertain the thought that they had made a mistake. I say again...SEVERAL VERSIONS. My cat sitter even put it in writing what she witnessed and how they were wrong...it was ignored. She was actually quite insulted at the inference that she was a liar. So fine, we paid the bill instead of having them send the bill to a collection agent. If you need to use them for your pet, get everything in writing up front so they don't gouge your wallet. I will never trust them again.

comments

We are sorry you feel you have been taken advantage of. Upon arrival at our clinic, your pet sitter said she had received a text from you saying to euthanize your cat. She was a lovely lady and very concerned. We explained that we have a moral obligation to get a verbal consent from the owner if possible before euthanizing anyones pet. Your pet sitter understood this. This protects the owner, the pet and the pet sitter so that we all know exactly what decision is made. We did hear back from your wife, who spoke with our Dr and your wife asked if "anything could be done" for her beloved pet at all. Our Dr. explained the poor prognosis but did agree to run some diagnostics as requested by your wife. Upon return of blood work results a few hours later, we managed to get your wife on the phone and explain again the poor prognosis. At this point your wife agreed to euthanize her pet. We totally understand when an owner wants to make sure that they have made the best choice for their pet, when such a hard decision has to be made. At no time did we speak with you Mr Undercuffler and receive a different request. We did receive a letter from your pet sitter after you asked her to write to us when you received the bill for the services your wife requested. We also spoke on the phone together. Your pet sitter was not able to comment on your wifes request for some diagnostics as she was not present at the time of that call. Your pet sitter totally understood why Mrs Undercuffler had asked "if anything could be done" We understand where your confusion may lie and that maybe you had a different idea of how we should have proceeded but when we talked to your wife and followed her instructions we assumed that this was a joint decision. Your wife is listed as the cats owner and therefore we are bound to proceed as she would wish us to. We are sure you understand her need to make the best decision for her cat. We are confused as to your pet sitter feeling insulted, as when we spoke about this situation during our in depth investigation, your pet sitter was very understanding and we had a nice conversation. We did not get that reaction at all. Once again we apologize for your perception that we are out for money. It is simply not the case. You were only billed for the services rendered and requested, Very often misunderstandings can be solved with communication. We hope this in depth explanation, as discussed previously can put your mind at ease. Thank you.

 Quakertown Veterinary Clinic commented on 10/13/2016
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