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| - I made a mistake choosing this vet office for my dog. We're new to Arizona, so I chose Sun Devil since they were close and convenient with decent reviews. After experiencing their questionable billing practices, I can confidently say I will no longer be going here. It's a shame, because the facilities are nice and I have no personal issues with any of the staff. Although he's not particularly warm, the vet is competent and the boarding staff is friendly.
The problem here is with their billing. I can back this all up with facts. I was charged $253 for an exam, Frontline, and routine tests. My dog was not sick but I wanted to start fresh in AZ with a clean bill of health. My understanding was that all tests were included in the bill, which I paid. When I returned to drop off a fecal sample, I was charged another $49 for the fecal tests that they had supposedly forgotten on the original bill. I paid without question. Later that day, I received a phone call asking for more money: $9 for yet another test "forgotten." I asked them to bill me, they denied my request and suggested I give them my credit card number over the phone. No way. I said forget it. It felt like extortion after I had just paid a surprise bill hours earlier. My dog didn't even need the specific test (Girardia, she would be sick if she had it!).
I'm a pretty trusting person, and I usually give people the benefit of the doubt, so I decided to give the facility another chance by boarding my dog there just a few days later. As far as I know, she was treated well; however, my bill was higher than what I had agreed to on dropoff. I asked why and was told I signed up for a healthy pet insurance program. When I asked to see the paperwork where I signed off on this program, it revealed that I did not sign up and was being overcharged. They admitted this and adjusted my bill. It is unsettling thinking that I would have overpaid if I hadn't asked for proof.
Does all this sound sketchy to you? If the answer is yes, you're not alone. My family and coworkers all agree: I'm "being had." And that upsets me, because I really wanted to support them. But I can't do bait and switch every time I come for a visit and end up with a hidden fee demanded twice in the same day. I can't worry about fraudulent charges that I did not agree to every time I board.
I did express my concerns to the people there, and they can take it or leave it. I feel foolish for wanting to give them another chance. They may spin it as me not understanding their billing practices, but the facts are facts, and here they are. If you do go here, make sure you get an itemized bill and review all your charges with the front desk. As for me, I don't like being taken advantage of by a business that I am trying to support. On to the next one...
***EDIT*** I suppose I'm not surprised that this business responded to my review. Everyone has the right to a rebuttal. However, as you can see, there's not much of an argument there besides the old "you didn't understand our charges" (I called it, right?) Nothing I said was untrue. I see they didn't mention the surprise phone call or the amounts for the two fecal charges ($49 and $9), only the $5 hidden fee aka "mistake" later when I boarded my dog. It's all about the rhetoric - I'll let yelpers decipher this one for themselves.
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