Jackson Pet Hospital

Review: I needed to find a new vet for my dog since we moved, and I found Jackson Pet Hospital. After some research about them, they seemed like a good local place to take my dog. I took my dog in for her annual checkup and part of the exam was a heartworm test. I was told after the exam that I could purchase the heartworm medication then or wait until I got the results. I said that I would wait to purchase them because I always buy them online because it is less expensive. I was told that if I found a cheaper price online, I could bring it in and they would price match it. I did find a cheaper price and figured it would just be easier to order it online like I always do. It saves me time and another trip to the vet. I placed the order online and they need to have the vet send the prescription so they can fill the order. Jackson Pet Hospital refused to send the prescription to them and after multiple calls to them, they are still refusing to give me my dog's prescription for the heartworm medication. They insist that I buy it from them and won't match the price. They said that they do not match price and don't know who would have told me that. I explained that it was the person who checked me out working behind the counter that day. They then said that they do not carry that brand anyway, so they can't match the price. I requested the prescription and they said they would "sell" me her prescription for $10.00. I couldn't believe that they would offer me that! I am appauled with their practices and definitely will never take my pet back to them and do not want to give them any more money.Desired Settlement: All I want is them to send the prescription to the online phamacy so I can get my dog her heartworm medication and to send me all of her records so I can take her somewhere else in the future.

Business

Response:

I have read the complaint submitted by [redacted]. All communication, after the

appointment on June 17, 2014, was with [redacted] and myself. I have not talked with

[redacted] regarding any of this.

On July~, 2014, I received, via fax, a request from 1·80Q·Pet Meds, for heart worm

preventative called Iverhart. I emailed [redacted] to explain that Jackson Pet Hospital

does not like to deal with online pharmacies and explained why. I also talked about the

product we do carry which is Sentinel and the rebate program that is running right now.

July 9,2014. [redacted] called. She received the email. We talked costs and [redacted]

brought up the price matching that was mentioned during the appointment. We

generally do not price match but I told [redacted] I would look into It. We also discussed that If

they really wanted to order online, we would WRITE a script, that they would pick up

and send to where ever they would like. (We do that so Jackson Pet Hospital is not

liable should the medication they receive is faulty and/or causes harm to the pet.) We

do have a policy of a $10.00 charge for this as it off sets time to chart and entry. I made

[redacted] aware of this.

July 10, 2014 Talked with [redacted] and told her we would price match. We do not

carry Iverhart so we can't price match with Sentinel. We would price match Sentinel to

Sentinel though. I had looked up costs for 1·800·Pet Meds on the Sentinel. I went

through the costs with [redacted] and with the rebate being offered, it would be less

expensive to get it here at Jackson Pet Hospital. [redacted] said she would talk it over with

her husband and let me know. This was the last communication I had with [redacted]

regarding this matter. .

In regards to some of the statements In the complaint, I would like to clarify a few things.

1) We have not Dstil! refuse" to fill the prescription request. There were not multiple calls

requesting the prescription be filled. [redacted] told me she would get back to me. She has

not.

2) I never "Insisted" they buy the medication from us. I was giving them information to

save them money as far as price matching the Sentinel, if that is what they decided to

do.

3) I never spoke with [redacted] regarding this. only [redacted], but [redacted] has

written the complaint letter?

Jackson Pet Hospital would be happy to fill the prescription for heart worm preventative,

either with a written script that they can take anywhere they would like or we can

dispense the Sentinel that we carry. .

I am sorry for all the mis-communication regarding this. Our goal is for the welfare of our

patients and owners alike. If the [redacted] would like the records forwarded to another

clinic, we would do so.

Sincerely,

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